CX Books You Must Read

Check out the books on customer experience penned by global leaders

Turning pages and transforming customer experience (CX) is a principle every C suite executive should probably abide by to become a pioneer in offering the best CX. With the fast-evolving customer-driven business ecosystem that we live in, it is imperative to seek knowledge and experience from those who have already faced dead ends, fallen into pits, but also got back to their feet and crossed the finish line for a trophy.

We have curated a list of books on customer experience (CX) written by global experts in the last two years.

Brand Ambassadors Unite

Author: Jojo Weltsch

Published in 2021

Brand Ambassadors Unite!: 19 Proven Secrets To Reinvent The Customer Experience is a creative reference manual that contains rules, advice, resources, and techniques for a brand ambassador to execute practical demonstrations and presentations. Weltsch, brand ambassador of Keto Krisp bar, discusses structured strategies to stimulate and accelerate sales and help achieve optimal levels of success.

Choice Hacking

Author: Jennifer L Clinehens

Published in 2020

Choice Hacking: How to use psychology and behavioural science to create an experience that sings talks about predicting irrational customer behaviours and applying the science of decision-making to create unforgettable CX. The book demonstrates a framework for designing experiences, creating retail experiences that drive brand love, and how brands such as Uber, Netflix, Disney, and Starbucks apply these principles in their CX.

Customer Experience 4

Author: 18 CX professionals

Published in 2022

Customer Experience 4 is the latest, fourth volume of the series packed with frontline experience, insight and value for professionals wanting to enhance their CX dramatically. Eighteen CX experts, including James Dodkins, Ruth Crowley, Gabriela Ciupitu, Carolene Méli, Bob Azman, and Gregorio Uglioni, share their best-thinking strategies and insights for achieving visibility. They also talk about design, implementation and innovation.

CX Trinity

Author: Alan J. Porter

Published in 2021

CX Trinity: Customers, Content, and Context: Musings and Observations on the Evolving Customer Experience is a collection of 52 essays that originally appeared in Porter’s blog posts, LinkedIn, and other sources. They reflect Alan’s years of experience writing, designing, and managing content for small and large organisations. The book discusses the content of where, when, and how the customer interacts with you.

Ignore Your Customers (and They’ll Go Away)

Author: Micah Solomon

Published in 2020

Ignore Your Customers (and They’ll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience talks about creating exceptional customer service to boost the brand reputation. Solomon delivers hands-on experience stories about assessing and improving customer service across industries. He also draws stories from well-known brands such as Amazon, Drybar and The Ritz-Carlton Hotel Company.

Improve Your Customer Experience

Author: Les Riley

Published in 2020

The book’s title page says it all — Improve Your Customer Experience: A Stress-Free Guide On How To Deal With Difficult Customers – The Essential Techniques of Persuasion To Turn Negative Clients Into Permanent Happy Buyers. Bringing customer service to the forefront, the book introduces effective techniques for transforming negative customer experiences into positive success stories.

I’ll Be Back

Author: Shep Hyken

Published in 2021

I’ll Be Back: How To Get Customers To Come Back Again & Again talks about designing and creating experiences that get customers to return and how to personalise CX. Building on the ‘I’ll Be Back’ culture, Hyken discusses why most loyalty programs fail and demonstrates the difference between repeat customers and loyal customers. The book includes must-have tools, tactics and strategies that can get customers to say, “I’ll be back!”

Innovator’s Playbook

Author: Nathan Baird

Published in 2020

Design thinking expert Baird shares his 20 years of experience in Innovator’s Playbook: How to Create Great Products, Services and Experiences that Your Customers Will Love. He discusses tools and methods in creating a customer-centric approach to innovation. The book also talks about design thinking methods with five practical and proven stages that includes understanding customers better through empathy.

Inside Your Customer’s imagination

Author: Chip R. Bell

Published in 2020

Companies are expected to offer the best products and services in today’s innovation-driven economy. The biggest challenge is that customers aren’t sure about what they want. In this book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions, Bell discusses co-creation partnerships enabling brands to tap into the treasure trove of ingenuity to awe customers.

Leading The Customer Experience

Author: Brad Cleveland

Published in 2021

Several companies struggle to effectively respond to fast-evolving customer expectations and fail to deliver innovative strategies. It results in a high churn rate and scarred reputation. Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results is a guide to shaping experiences that win loyalty and deliver excellent business results. Based on personal experiences, Cleveland discusses his stories with a bold, step by step approach.

Listen Up!

Author: Karen Mangia

Published in 2020

Listen Up!: How to Tune In to Customers and Turn Down the Noise discusses how to create a customer experience that’s built on listening and designed for engagement. The book talks about how brands should move from deep listening to data-based insights into customer behaviour. It also details statistics and stories behind companies, organisations, and even city governments that have created a customer-centric culture.

The Customer’s Eye

Author: E.M.P Kailiey

Published in 2021

The Customer’s Eye: How to Build Loyalty, Generate Word-Of-Mouth and Keep Customers Coming Back: the Anatomy of the Perfect Customer Experience talks about how to increase brand value and the dos and don’ts of a positive CX. Kailie discusses ways to craft an excellent strategy to make customers happy and keep them coming back even in the ever-changing and ever-evolving 21st-century business landscape.

The Customer Success Economy

Author: Allison Pickens, NIck Mehta

Published in 2020

The Customer Success Economy: Why Every Aspect Of Your Business Needs A Paradigm Shift offers examples and details about how companies can address the pains of transforming organisational charts, leadership roles, responsibilities, and strategies. The book helps brands deliver recurring revenue, show how to embrace customer retention, and demonstrates the importance of “churning” less.

The Experience Maker

Author: Dan Gingiss

Published in 2021

A Top Business Book of 2021 by Forbes, The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share, helps executives focus on customers who are already spending money on the brand; rather than spend money on marketing new customers. Gingiss talks about remarkable CX with the proprietary WISER method – Witty, Immersive, Shareable, Extraordinary, Responsive.

The Guaranteed Customer

Author: Jeff Toister

Published in 2021

An experience guarantee is more than just a warranty. It includes the entire customer journey and promises an experience that does not fall short of expectations. The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promise talks about how leading companies use experience guarantees to fuel customer-driven growth. Toister helps readers discover what truly motivates customers to buy from you.

The Journey Mapping Playbook

Author: Jerry Angrave

Published in 2020

The Journey Mapping Playbook: A Practical Guide to Preparing, Facilitating and Unlocking the Value of Customer Journey Mapping is an accessible how-to toolkit book aimed at CX for marketing professionals looking for ways to improve customer and employee experience. Angrave helps readers understand why journey mapping is commercially important and make every stage relevant and purposeful.

The Offer You Can’t Refuse

Author: Steven Van Belleghem

Published in 2021

The Offer You Can’t Refuse: What If Customers Ask For More Than An Excellent Service discusses technology, personal involvement and social commitment. With the arrival of 5G, advanced mobile services, and robotics, a customer revolution is on the horizon. The book throws light into how companies will have to take a more active part in the personal life journeys of customers and tackle social world problems together as well.

The Power of Customer Experience

Author: Martin Newman

Published in 2021

The customer-centric business has become a must-have business strategy. The Power of Customer Experience: How to Use Customer-centricity to Drive Sales And Profitability presents data that directly links customer-centricity with profit and shareholder value. Using examples from global companies such as Lego, Hilton, Uber, and Selfridges, Newman reveals successful strategies and analyses effective CX.

What Your Customer Wants and Can’t Tell You

Author: Melina Palmer

Published in 2021

Palmer, founder and CEO of The Brainy Business, goes beyond data science and indulges in behavioural economics in this book. What Your Customer Wants And Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioural Economics talks about using practical applications of behavioural economics to understand why people buy. It provides readers with information on how science can improve companies with innovative programs, products, and initiatives.

Winning Digital Customers

Author: Howard Tiersky

Published in 2020

Winning Digital Customers: The Antidote to Irrelevance is a Wall Street Journal bestseller. The book outlines a five-step system for a company to align their teams around CX to maximise their competitiveness in the market, identify the quick wins that will help them out of the gate, and drive digital transformation. Tiersky shares a proven approach of integrating design thinking and journey mapping to drive more predictable business results.

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