7 Must-Read Customer Experience Books
At the start of every summer, many of us resolve to spend at least a few of our days with our head buried in a book, preferably on a sunny beach someplace warm. It doesn’t always happen, but that doesn’t mean we can’t try. After all, these summer months are the perfect opportunity to catch up on our reading. For the CX professional, there are countless customer experience books out there that it can be hard to know where to start.
Below are a few of the best books on customer experience. Read them this summer and come back to work renewed and fresh with new ideas.
X: The Experience When Business Meets Design
By Brian Solis
We are in a new era of customer experience. Do you know how customers interact with your brand? Do you know how they feel about your services? What do they tell their friends? In his new book “X: The Experience When Business Meets Design,” Brian Solis gives readers the answers. If you think your creative marketing and customer service are good enough already, think again.
Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
By Jeanne Bliss
Co-founder of the Customer Experience Professional Association and a major player in the customer experience space, Jeanne Bliss is also the bestselling author of “Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine.” With over 40 case studies demonstrating a transformative global framework, Bliss’ book is a must-read for anyone building a customer-centric company.
The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
By Fred Reichheld
Business loyalty guru Fred Reichheld unveiled one of the great business questions – “Would you recommend us to a friend?” – in the first edition of his famous “The Ultimate Question.” Now, in the revised and expanded edition, he delves more deeply into concepts for building and sustaining customer trust through cohesive, cost-effective business management systems.
Driven to Delight: Deliver World-Class Customer Experience the Mercedes-Benz Way
By Joseph Michelli
Author of the bestsellers ‘”The Starbucks Experience” and “Prescription for Excellence,” Joseph Michelli brings his renowned customer-driven insights to bear on one of the world’s most iconic brands, Mercedes-Benz, in “Driven to Delight.” In this book you’ll find the strategies your company needs to make big, productive changes to your customer experience efforts in a short timeframe.
Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service
By John A. Goodman
In the last few years, the marketing technology landscape has changed dramatically to meet the needs of a new generation of consumers and marketers. The sheer number of different technologies makes finding an effective customer experience solution difficult. That’s where “Customer Experience 3.0” comes in. This step-by-step guide will help you deliver a seamless customer experience.
Outside In: The Power of Putting Customers at the Center of Your Business
By Harley Manning and Kerry Bodine
Two of the pillars of success in business are an emphasis on the customer experience and an outside-in perspective. In the eye-opening “Outside In,” Harley Manning and Kerry Bodine take readers on a comprehensive, need-to-know journey through the strategies organizations need for sustainable success. If you have customers, there’s something you can learn here.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
By Matthew Dixon, Nick Toman and Rick Delisi
More often than they’d like to admit, organizations find themselves trying to solve the wrong problems. Efforts go toward designing customer-friendly processes and measuring customer satisfaction rather than building quick, effortless solutions. “The Effortless Experience” examines what really makes customers loyal or disloyal with thorough research and illuminating analysis.