Exploring Customer Experiences with Soul – The Full Bibliography

Customer Experiences with Soul is a very different kind of book to those previously written about customer experience design. I thought that I would share the full bibliography and explain a little more about what is inside, how our book can be used to inspire and instigate change in businesses and organisations, and how we are implementing our new tool ‘the holonomic circle’ with clients.

While other books have been excellent at talking about the tools and techniques such as customer journey mapping, almost none have gone behind these tools and techniques to look at what really is needed from leaders to engage whole organisations and place the customer experience within a wider context of purpose, values and also personal transformation.

As you will see, there are many elements of holistic science, Goethean science, hermeneutics and the phenomenological philosophy of Henri Bortoft. Customer Experiences with Soul builds on our first book Holonomics: Business Where People and Planet Matter and we show you the practices, tools and techniques we have created which have been inspired by our Holonomics approach, and how they can be applied, not just in a commercial setting, but in relation to social businesses, the development of ecological products and services, and also in relation to personal development and leadership.

So in our book we discus the Goethean alchemical process of the transition of consciousness (a process Maria and I have take and developed into a very simple circular journey from earth, water, air and fire, and its return). We develop the Goethean approach to colour and light further by adding in Rudolf Steiner’s spiritual understanding of colour. We write about dysfunctional archetypal behaviours found in people in organisations, and we have a whole chapter on the five universal human values of peace, truth, love, righteousness and non-violence, values.

Source: Customer Experiences with Soul: A New Era in Design

Our tool, the holonomic circle, has three circles, the inner circle of the trinity of authentic purpose, the middle circle of tools and techniques, where we discuss human values, purpose, meaning and relationships, and the outer circle of the transcendentals – the one and the many, identity and difference, beauty, truth, goodness, justice and ultimately, being, which allow us to really understand wholeness from an extremely profound perspective.

So here you can see how if you are interested in holistic science, the phenomenology dimension of design and ecological design thinking, here is a framework which shows how the philosophy of phenomenological hermeneutics can be applied to design and also in relation to complexity, organisational design and the development of new systemic business models where people and planet matter.

We introduce other tools and techniques such as ‘the ladder of seeing’ and a very powerful exercise called ‘the deep science walk’ which helps especially people in business really experience what we mean by paradigm shifts, as opposed to just talking about changes of paradigm while keeping in the same mindset. Maria and I wrote about the deep time walk in Holonomics, and the deep science walk extends the possibilities. Often it is not possible to really do a deep time walk due to location and time restrictions, but the deep science walk can be extremely powerful and we have used it many times with business executives in a number of different settings and contexts.

In addition to the philosophy Customer Experiences with Soul is an extremely practical book and of course we offer many different case studies, many from Brazil from companies never written before, with interviews from visionary leaders,entrepreneurs, artists, philosophers and activists. So for example we have an interview with Dr. Paulo Chapchap, one of the most respected surgeons in the world where we discuss how we implemented our holonomic approach into Hospital Sírio Libanês in São Paulo.

Customer Experiences with Soul: A New Era in Design was written to help people shift their understanding of design, innovation, strategy, leadership and branding. It provides the guidance needed for developing, structuring and implementing customer experiences with soul, helping you to build and grow authentic businesses and organisations which honour what it is to be human in our world.

For the next few weeks it is available exclusively via Lulu and there is a 15% thank you discount for those of you who have supported us and who would like one of the first copies. Global shipping is available, and you can purchase a copy via this link: www.customerexperienceswithsoul.com


Customer Experiences with Soul - Bibliography

Argyris, Chris (1990), Overcoming Organizational Defenses: Facilitating Organizational Learning, Pearson, Hoboken

Atyeo, Mike and Robinson, Simon (1995) Delivering Competitive Edge, Human Computer Interaction: Interact ’95, Lillehammer, Norway
–, Sidhu, Charanjit, Coyle, Gerry and Robinson, Simon (1996) Working with Marketing, Conference Companion on Human Factors in Computing Systems, ACM, New York

Barnes, Cindy, Blake, Helen and Pinder, David (2009) Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit, Kogan Page, London

Bortoft, Henri (1996) The Wholeness of Nature: Goethe’s Way of Science, Floris Books, Edinburgh
–, (2012) Taking Appearance Seriously: The Dynamic Way of Seeing in Goethe and European Thought, Floris Books

Bohm, David (1996), On Dialogue, Routledge, Abingdon
–, and Peat, F. David (2011) Science, Order and Creativity, Routledge, Abingdon

Capra, Fritjof and Luigi Luisi, Pier (2014) The Systems View of Life: A Unifying Vision, Cambridge University Press, Cambridge

Gadamer, Hans-Georg (1980) Dialogue and Dialogic: Eight Hermeneutic Studies on Plato, Yale University Press, New Haven
–, (2001) Gadamer in Conversation: Reflections and Commentary, Yale University Press, New Haven
–, (2004) Truth and Method (Second Revised Edition, Translation revised by Joel Weinsheimer and Donald G. Marshall), Continuum, London
–, (2008) Philosophical Hermeneutics (2nd Revised edition), University of California Press, Berkeley

Goethe, Johann Wolfgang von (1999) Maxims and Reflections, Penguin Classics, London

Heidegger, Martin (2010) Being and Time (translated by Joan Stambaugh) SUNY Press, Albany

Hock, Dee (1999) Birth of the Chaordic Age, Berrett-Koehler Publications, San Francisco

Hoffmann, Nigel (2007) Goethe’s Science of Living Form: The Artistic Stages, Adonis Press, Hillside, NY

Kohák, Erazim (1980) Idea and Experience: Edmund Husserl’s Project of Phenomenology in Ideas I, University of Chicago Press, Chicago

Kolster, Thomas (2012) Goodvertising: Creative Adverting that Cares, Thames & Hudson, London

Kuhn, Thomas S. (1962) The Structure of Scientific Revolutions, The University of Chicago Press, Chicago

Lambert, David, Chetland, Chris and Millar, Craig (eds.) (2013) The Intuitive Way of Knowing: A Tribute to Brian Goodwin, Floris Books, Edinburgh

Lehrs, Ernst (1951) Man or Matter, Rudolf Steiner Press, London

Lyon, Dan (2016) Disrupted: My Misadventure in the Start-Up Bubble, Hachette Books, New York

McGilchrist, Iain (2010) The Master and his Emissary: The Divided Brain and the Making of the Modern World, Yale University Press, New Haven

Osterwalder, Alex and Pigneur, Yves (2010) Business Model Generation, Wiley, Hoboken

Robertson, John M. (2011) The Philosophical Works of Francis Bacon, Routledge Revivals, Abingdon

Robinson, Simon and Moraes Robinson, Maria (2014) Holonomics: Business Where People and Planet Matter, Floris Books, Edinburgh

Schell, Jesse (2008) The Art of Game Design: A Book of Lenses, CRC Press, Boca Raton

Seamon, D and Mugerauer, R (eds.) (1985) Dwelling, Place, Environment: Towards a Phenomenology of Person and World, Martinus Nijhoff Publishers, Dordrecht

Seetha Ram, Lakshmi, and K.E. Seetha Ram (2004) Values Integration for Developing Young Adults, Institute of Sathya Sai Education San Pedro, Metro Manila

Seo, Audrey Yoshiko (2007) Ensō: Zen Circles of Enlightenment, Weatherhill, Boston

Shah, Idries (2000) A Perfumed Scorpion, Octagon Press, London

Sharp, Daniel B. (2014) Between Nostalgia and Apocalypse: Popular Music and the Staging of Brazil, Wesleyan University Press, Middletown

Smith, Jonathan, A., Flowers, Paul and Larkin, Michael (2009) Interpretive Phenomenological Analysis: Theory, Method and Research, Sage, London

Srur, Eduardo (2012) Manual de Intervenção Urbana, Bei Comunicação, São Paulo

Steiner, Rudolph (1992) Colour, Rudolph Steiner Press, Forest Row, East Sussex
–, (2000) Nature’s Open Secret: Introductions to Goethe’s Scientific Writings, Anthroposophic Press, Herndon

Stoknes, Per Espen (2009) Money and Soul: The Psychology of Money and the Transformation of Capitalism, Green Books, Totnes

Timpson, John (2010) Upside Down Management; A Common Sense Guide to Better Management, John Wiley & Sons, Chichester

Watt, James (2015) Business for Punks: Break all the Rules – The BrewDog Way, Penguin Random House

Wachterhauser, Brice (ed.) (1994) Hermeneutics and Truth, Northwestern University Press, Evanston
–, (1999) Beyond Being: Gadamer’s Post-Platonic Hermeneutical Ontology, Northwestern University Press, Evanston

Watkinson, Matt (2013) The Ten Principles Behind Great Customer Experiences, Pearson Education Publishing, Harlow

Weinsheimer, Joel (1985) Gadamer’s Hermeneutics: A Reading of Truth and Method, Yale University Press, New Haven

Zagorin, Perez (1999) Francis Bacon, Princeton University Press, Princeton

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