Customer Experience Book Recommendations from CX Thought Leaders

Study Books by Customer Experience Thought Leaders

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  • Study Books by Customer Experience Thought Leaders

    The bible of Customer Experience is Outside In. The only regret we had was that I did not have enough time to read this book twice. Pay special attention to Chapter 6, and to the early chapters.

    Following Outside In, is Chief Customer Officer 2.0 by Jeanne Bliss, another must-read for CX test prep,. She goes deeper into measurements and how to think about customer growth as a result of CX. We recommend you read this book after you have read Outside In.

    The next two books to cover are Uncommon Service and The Effortless Experience. Although this list may feel like a lot, it is totally worth it. These are foundational materials and essential concepts that all CX professionals know about and use daily.

    Regardless of your interest in the CCXP certification, we recommend you use these books to get acquainted with the foundations of customer experience.

    Get more CX book recommendations in our CX Library.

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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    How a Personal Interaction builds Repeat Customers

    A customer-centric methodology is key to the successful outcome of my interaction with Hello Spud. It is the reason this story appears here, and not among the CX Big Fails! The company did not send an automated response. It did not deliver a message stating “sorry we couldn’t help you, would you like something else.” Instead, the company co-founder reached out to me personally across multiple channels (a handwritten note, followed by personal emails).

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