[OliverJones]

Read about what to do: _The Fifth Discipline_ by Peter Senge. A bit dated by now, it's still good stuff about "systems thinking" . And you'll need a lot of deliberate systems thinking in your job, and you'll need to teach others to think that way.

Read about what not to do: _The Ultimate Question_ by Fred Reichheld. This book is about the notorious Net Promoter Score. (Would you recommend HN to a friend? Would you? Would you?) Reading it will give you insight into how bonehead MBAs with Cs in their marketing classes can convince leadership they've come up with a good way to measure customer satisfaction. (Net Promoter Score works fine for competitive businesses selling commodity products -- rental cars to individuals for example -- but not for many places where it is now used.)