Looking to take your customer experience to the next level? We’re bringing you a list of 15 brilliant customer experience books that you can’t miss out on (and a couple of bonus recommendations if you make it to the bottom of the list).
Let’s go!
25 CX books you need to read in 2022
Author - Shep Hyken. (Council of Peers Award for Excellence, Hall of Fame Award, 30000+ followers on LinkedIn)
Website:- https://hyken.com/
Shep Hyken does not believe in simply satisfying customers. If there was just one thing you can learn from him (and there are a lot), it would have to be that you need to go above and beyond, amazing your customers instead of simply satisfying them.
This book helps you understand the traits that help brands form their tribes and even shows you how you can create spectacular customer experiences.
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Author - Jeanne Bliss (4x Bestseller, 24000+ followers on LinkedIn)
Website- https://www.customerbliss.com/
If you’re looking to serve your customers better and create great experiences for them, you can’t miss this book by the godmother of customer experience. She uses a five competency model to show you how you can improve your customer experience initiatives.
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Author - Annette Franz (CCXP) (18000 + followers on LinkedIn)
Website - https://cx-journey.com/
Annette Franz writes about how you should keep your customers at the core of everything you do - decision making, meeting conversations, design and all the other aspects of your business. She explains customer journey mapping and shows you how you can understand the challenges that your customers face and come up with solutions to these issues.
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Author - Dan Gingiss (11000+ followers in LinkedIn)
Website - https://dangingiss.com/
Social media has plays an enormous role in customer support, and Dan Gingiss shows you to do it right in this book. He helps you pick the best social media platforms to engage your customers over and even shows you how to emulate the strategies of brands that are killing it with their social media customer service. The book even has a pretty thorough explanation of how you could pull off social media crisis management.
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Author - Jeff Toister (40000+ followers on LinkedIn)
Website - https://www.toistersolutions.com/
While trying to dazzle your customers is great, it won’t do you much good if you aren’t giving them what you promised them. According to Jeff Toister, failing to do what you say you’re doing to do is the one problem that universally frustrates customers.
False advertising, defective products, and unresolved customer queries can cause your customer base to erode. Jeff’s book shows you how you can retain (and even earn) more customers by simply providing a consistently and predictably good experience every time.
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Authors - B. Joseph Pine II and James H. Gilmore
Website - https://strategichorizons.com/
This one helps you understand the elements that make experiences memorable and enjoyable (like customization and cohesion). It explains why customer experience is critical for business today and even guides you on how you can create experiences that your customers will remember and cherish.
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Author - Jay Baer ( 35000+ followers on LinkedIn)
Website - https://www.jaybaer.com/
We’ve all heard people saying ‘Ignore the haters’. Here you have a New York Times best-selling author of six books telling you to embrace them. How’s that going to work out? Why should you love your haters?
Jay Baer explains what he calls “The Science of Complains”. According to him, negativity is everywhere and backlash is inevitable. Whatever you do, there’s probably going to be someone, somewhere with complaints. He shows you how to handle negative feedback and convert complaints into a positive influence.
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Authors - Matthew Dixon, Nick Toman and Rick DeLisi
Website - https://dixonspeaks.com/
This book is great for customer service leaders. While wowing your customers is great, you can’t have a half-decent customer experience if you aren’t delivering on basic promises and solving the problems that your customers are facing. The premise is that you need to make the customer experience as seamless as possible. You want to be reducing customer effort and creating frictionless experiences.
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Author - Tony Hsieh
Tony Hsieh, the late CEO of Zappos, essentially ran one of the most customer-centric businesses in the world, so you can’t afford to miss out on reading a book written by this legend. In this book, he explained how you can build up a company culture that both your employees and your customers love, allowing you to drive great success for your company.
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Author - Rajat Chawla
This book is great for people who are just getting initiated into the world of customer experience. It helps you get a strong grasp of the basics and fundamentals of customer experience. This book is particularly useful for professionals who intend to register for the CCXP course.
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Author - James Kalbach
James Kalbach shows you that all types of customer feedback can be helpful. He helps you understand how you can gain actionable insights from any feedback that you receive and use those insights to improve your customer experience. He employs an “alignment diagram” that helps you create visual maps of existing customer experience so that you can identify disconnects between what customers expect and what they actually get.
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Author - Blake Morgan
You always hear that less is more, but when it comes to customer experience, more is definitely more. Blake Morgan shows you why shouldn’t be doing just enough. She lets you know how you can go above and beyond. The book even helps you identify and fix the hidden factors that are being detrimental to your customer experience.
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Authors - Kerry Bodine and Harley Manning
14 years of Forrester research has gone into this book. It introduces the concept of a ‘Customer Experience Ecosystem’, which the authors use to show you how every single interaction ties into a bigger customer experience picture and helps you see how you can use that to create CX magic. This book gives you a foundational approach to CX, using values developed over a vast amount of expert experience and research.
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Authors - Nihat Tavsan and Can Erdem
This works well as an academic resource, but it’s also a book that busy CX professionals should definitely read. It starts from the very basics of customer experience but goes on to give you a rather broad understanding of customer experience as a whole. It comes with a lot of insights, case studies, and action points that you can use to make significant changes in your business quickly.
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Author - Martin Newman
Website - https://martinnewman.co.uk/
Even today, a lot of businesses look at customers as a cost center rather than a profit center. Martin Newman aims to debunk this myth in his book, showing you the value that great customer experience can bring to your business and your bottom line. This book even brings you a ton of case studies about brands that got great value from delivering great customer experiences.
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Author - Blake Morgan
Website - https://www.blakemichellemorgan.com/
Blake Morgan outlines easy-to-follow customer experience guidelines that integrate technology with strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective.
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Author - Lee Cockerell
Website - https://www.leecockerell.com/
Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more.
Lee Cockerell shares what he has learned in 40+ year career about how to create an environment that wins and keeps customer coming back for more.
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Author - Jeanne Bliss
Website - https://www.customerbliss.com/
“Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. They turn “gotcha” moments into “we’ve got your back” moments by rethinking business practices, and they enable employees to be part of the solution to fix customer frustrations.
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Author - Jeffery Gitomer
Website - https://www.gitomer.com/
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert satisfied customers into loyal customers.
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Author - Peter Fader & Sarah Toms
The most successful companies understand their best customers. The customer centricity playbook helps you see your customers as individuals rather than a monolith, so you can save resources by chasing down product sales to each and every consumer.
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Author - Joey Coleman
Website - https://joeycoleman.com/
Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days after the sale and the interactions the customer experiences.
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Author - Bridget Brennan
Website - https://bridgetbrennan.com/
Brennan talks about how women drive majority of the global consumer spending and that they are key to success in the modern economy.
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Author - Micah Solomon
Website - https://micahsolomon.com/
Many companies lose their business because they miss out on delivering great customer service and customer experience. Ignore your customer helps you craft a customer service culture and customer experience so powerful that they’ll transform your organisation and boost your company’s bottom line.
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Author - Alex Allwood
Website - https://alexallwood.com.au/
Most Companies fail in providing excellent customer experience practices. Alex Allwood shows her customer-centric framework, methods and tools to switch on and scale customer empathy that can be used to solve the common customer experience management problems of low organisational commitment, poor alignment of cross-functional teams, and competing agendas and priorities.
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Bonus books to step up your CX game
Authors - Chip Heath & Dan Heath
This brilliant book is not just about customer experience. It also highlights several truths about human nature and the magic of experiences. It reveals the secret ingredients to creating experiences that people just can’t help but remember.
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Author - Nicholas Webb
This book helps you understand what your customers really want. It dives deep into customer journey mapping and shows you how you can give your customers what they desire at every interaction across all touchpoints.
Find the book here
Do check out this interesting list of artificial intelligent books you need to read in 2022.
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