Byrnes Communications

Resources

What we're reading

Our team loves to read, research and keep on top of the latest in customer-first marketing. Here are some of our favorites - we hope you find these as useful and enjoyable as we do!

"Curiosity about life in all of its aspects, I think, is still the secret of great creative people." 

 -Leo Burnett

"The Hidden Wealth of Customers" by Bill Lee
Written by industry veteran Bill Lee, a blueprint for how to drive long-term business growth and maximize "return on relationship" with your customers.

"The Ultimate Question 2.0- How Net Promoter Companies Thrive in a Customer-Driven World" by Fred Reicheld
Fred is the father of Net Promoter System/Score - this book gets into the details of why it works so well, how to implement it in your organization, and tons of case studies.

"Net Promoter- Implement The System" by Maurice Fitzgerald B.E with Peter Fitzgerald D. Phil.
Maurice is an HP alum, as are many of our team, so we're a little biased, but this is a great read and delves into NPS from a different perspective than the Ultimate Question 2.0.

"Building a StoryBrand: Clarify Your Message so Customers Will Listen" by Donald Miller
We use this framework to clarify marketing messaging with your product as the guide and the customer as the hero.

"The Messenger is the Message" by Mark Organ and Deena Zenyk
From our friends at Influitive, this is a well thought out resource on how to build and scale a community of advocates.

"The Trusted Advisor" by David Maister, Charles Green, and Robert Galford
Great read on how to create and nurture relationships with your clients; especially relevant for service/agency industries, or customer success teams. 

"Voice of the Customer Marketing" by Ernan Roman
Blake Mykoskie of Tom's loves this book and so do we; as Blake says, "Business is no longer about blasting messages to passive consumers; it's about creating engaging relationships with the fans and evangelists that already love you and finding ways for them to connect with others." We couldn't agree more Blake!

"Crossing the Chasm" by Geoffrey Moore
First edition published in 1991 and still relevant.

Medium.com 
Huge fans of the extensive marketing content on this site, especially a fan of Charlotte Lilley's articles on customer marketing. 

Center for Customer Engagement
From Bill Lee, customer reference, advocacy and influencer marketing expert; he's the man behind the Summit for Customer Engagement

Sirius Decisions, specifically Lisa Nakano's blog posts

Customer Success Driven Growth 
Lincoln Murphy is a trailblazer in the customer success field!