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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.

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.
Author(s): James Kalbach

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.
Author(s): Matt Watkinson

The 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.
Author(s): Alan Pennington

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?
Author(s): Annette Franz

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.
Author(s): Maurice FitzGerald, Peter FitzGerald

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.
Author(s): Jeff Toister

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.
Author(s): Paul Hague, Nicholas Hague

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.
Author(s): Robert Spector, breAnne O. Reeves

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.
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 Library 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:
    https://blog.bluestonepim.com/2019/10/16/the-art-and-science-of-customer-experience-ebook/

    Reply
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