BLGM's mission is to promote a love of books and reading to all by offering advice and information needed to help our visitors to find their next favorite book. We regularly create and post so-called listicles (also known as booklists) on various mostly tech-related topics.

Best Customer Experience Books That You Need

Looking for the best Customer Experience books? Browse our list to find excellent book recommendations on the subject.

1. Customer Experience Management: How to Design, Integrate, Measure and Lead (2018)

 Best Customer Experience Books That You Need"This book is a great example of taking CX theory from the start of CX time to the practical delivery. The book is laid out well and is easy to use as reference point for various parts of CX strategy, with easy call outs of 'Takeaway's' making deciphering CX more actionable."  "This book is an exhaustive tool-kit to enable the Customer Experience practitioners and academicians to distill abstract thoughts & concepts of CEM into actionable insights. Keep this book on your desk for your customer's sake."  "The…
Author(s): Nihat Tavsan Ph.D;Can Erdem Ph.D

2. Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams (2016)

 Best Customer Experience Books That You NeedCustomers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.Product and brand managers, marketing specialists, and business owners will learn how…
Author(s): James Kalbach

3. The Ten Principles Behind Great Customer Experiences (Financial Times Series) (2012)

 Best Customer Experience Books That You Need    Create a great customer experience whoever you are.   Customers are powerful. They have a loud voice, a wealth of choice and their expectations are higher than ever.   This book covers ten principles you can use to make real world improvements to your customers’ experiences, whatever your business does and whoever you are.   For and those , the book shows that making improvements customers will appreciate doesn’t need to be complicated or cost a fortune.  …
Author(s): Matt Watkinson

4. The Customer Experience Book: How to design, measure and improve customer experience in your business (2016)

 Best Customer Experience Books That You NeedCustomer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business.   From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you’ll discover:   • Why customer experience is so important in business – and how it applies to you • How to use customer experience…
Author(s): Alan Pennington

5. Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business) (2019)

 Best Customer Experience Books That You NeedStruggling to ensure that the customer is at the center of all your business does?This book is your guide to putting the “customer” in customer experience.Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn’t they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don’t tell the real story.Prioritizing customer retention is critical. But you can’t just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You’ve got to understand who your…
Author(s): Annette Franz

6. Customer Experience Strategy – Design & Implementation: Outgrow your competitors by making your business to business customers happier (Customer Strategy) (2017)

 Best Customer Experience Books That You NeedEngage hearts, minds and organizations to make customers happierWe will show you howYou probably have lots ideas that will make things better for customers, but you don’t have the time, money or people to implement everything. How should you go about choosing the best ideas? How can you secure the resources you need to be successful? How can you bring more customer focus to your entire company? I want to help you to make all of that happen. I learned about customer experience in the clothing industry, and went on to lead it in three of the largest high-tech…
Author(s): Maurice FitzGerald, Peter FitzGerald

7. The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service (2017)

 Best Customer Experience Books That You NeedImagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.In short, imagine a workplace culture where employees were absolutely obsessed with customer service.The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step….
Author(s): Jeff Toister

8. B2B Customer Experience: A Practical Guide to Delivering Exceptional CX (2018)

 Best Customer Experience Books That You Needshows readers how to deliver the very best customer experience (often referred to as CX), within the business-to-business realm. Marketers have long known that emotions are important in driving our experiences, and the subject is now high on the agenda of B2B companies who want to deliver a ‘wow’ to their customers. Achieving this ‘wow’ factor helps organizations distinguish themselves from their competition, while simultaneously winning new business and retaining existing clients. is the essential handbook that guides the reader through the process of creating an exceptional customer…
Author(s): Paul Hague, Nicholas Hague

9. The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture (2017)

 Best Customer Experience Books That You NeedIn this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even…
Author(s): Robert Spector, breAnne O. Reeves

10. Customer Experience: What, How and Why Now (2016)

 Best Customer Experience Books That You NeedWhen it comes to customer experience, Don Peppers is one of the world’s most respected authorities. Over the last twenty years he and co-author Martha Rogers have written a series of best-selling books on the subject, collectively selling over a million copies in 18 languages. Businessweek Magazine called one of their books “the bible of the new marketing,” Accenture listed Don among the “Top 100 Business Intellectuals,” and The Times of London listed him as one of the “Top 50 Business Brains.” In 2015 Don Peppers capped the list of “Top 25 Customer Experience Leaders” compiled by Satmetrix, based on factors…
Author(s): Don Peppers

Best Customer Experience Books That You Need

We highly recommend you to buy all paper or e-books in a legal way, for example, on Amazon. But sometimes it might be a need to dig deeper beyond the shiny book cover. Before making a purchase, you can visit resources like Genesis and download some customer experience books mentioned below at your own risk. Once again, we do not host any illegal or copyrighted files, but simply give our visitors a choice and hope they will make a wise decision.

Rehumanize Your Business: How Personal Videos Accelerate Sales and Improve Customer Experience

Author(s): Ethan Beute, Stephen Pacinelli
ID: 2388388, Publisher: Wiley, Year: 8 Apr 2019, Size: 2 Mb, Format: epub

Experiential Marketing; Case Studies in Customer Experience

Author(s): Wided Batat
ID: 2860182, Publisher: Routledge, Year: 2021, Size: 27 Mb, Format: pdf

CX Trinity: Customers, Content, and Context: Musings and Observations on the Evolving Customer Experience

Author(s): Alan J Porter (Author), Douglas Potter (Illustrator)
ID: 2929542, Publisher: , Year: 2021, Size: 5 Mb, Format: pdf

Please note that this booklist is not final. Some books are truly best-sellers according to Washington Post, others are written by unknown authors. On top of that, you can always find additional tutorials and courses on Coursera, Udemy or edX, for example. Are there any other relevant books you could recommend? Drop a comment if you have any feedback on the list.

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Comments: 1
  1. Gosia Mitros

    Thanks for this list. I’d like to share one more, “The Art and Science of Customer Experience” (a book I contributed to). It aims to show how to make sales more human again in the digital era, and how to tackle the new CX challenges with the help of the right technology. You can get the PDF here:

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