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20 Best Books On Customer Experience (2023 Update)
Are you looking for the Best Books On Customer Experience? If so, you’ve come to the right place.
Choosing the Best Books On Customer Experience can be difficult as there are so many considerations, such as Amazon, Converse, LEGO, Logitech, Penguin Random House, Samsung, Sony, Amazon.com. We have done a lot of research to find the Top 20 Best Books On Customer Experience available.
The average cost is $22.01. Sold comparable range in price from a low of $8.35 to a high of $46.58.
Based on the research we did, we think Customer Experience For Dummies [Book] is the best overall. Read on for the rest of the great options and our buying guide, where you can find all the information you need to know before making an informed purchase.
20 Best Books On Customer Experience (19 Sellers)
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Features:
- Helps you implement new social and mobile strategies
- Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels
- Explains how a fully-engaged customer can help you outperform the competition
Features:
- Helps students understand the object of the lesson the teacher is conveying
- Proper binding cover makes it durable
- Travel friendly packaging
Features:
- Highlight, take notes and search in the book
- In this edition, page numbers are just like the physical edition
Features:
- A customer experience roadmap to transform your business and culture.
- And it will take years off your learning curve.
- Language: english.
Features:
- Format: ebook
- Rental duration: lifetime
- Author: robert spector; breanne o.
Features:
- Binding type: paperback
- Publisher: tasora books
- Year published: 2018-05-07
Features:
- Binding type: hardback.
- Year published: 1998-06-12.
- Number of pages: 256.
Features:
- Understand the fundamental principles of the customer relationship
- Implement the idic model to improve crm roi
- Identify essential metrics for crm evaluation and optimization
Features:
- Ft press
- Highlight, take notes and search in the book
- In this edition, page numbers are just like the physical edition
Features:
- Binding type: paperback
- Year published: 2021-05-03
- Number of pages: 280
$20.80
Features:
- Learn the keys to competitive advantage in the digital era
- Gain insight into each element that affects customer experience
- Harness the power of the cloud to achieve customer success
$16.60
Features:
- Item category: abis book
- Item trademark: independently published
- Manufacturer: independently published
$24.14
Features:
- Binding type: paperback
- Published: 03/07/2019
- Publisher: independently published
$14.99
Features:
- Design and deliver flawless services and products while setting honest customer expectations
- Create and implement an effective customer access strategy
- Capture and leverage the voice of the customer to set priorities and improve products, services and marketing
$8.79
Features:
- Design and deliver flawless services and products while setting honest customer expectations
- Create and implement an effective customer access strategy
- Capture and leverage the voice of the customer to set priorities and improve products, services and marketing
Features:
- Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization.
- Understand why journey mapping is called the backbone of customer experience management – and how to make it so in your organization.
- Set up and facilitate service blueprint workshops with internal stakeholders.
Features:
- Binding type: paperback
- Publisher: rain publishing
- Year published: 2016-10-30
Features:
- Binding type: paperback.
- Publisher: desktop wings, inc.
- Year published: 2010-12-14.
Features:
- Binding type: paperback
- Publisher: notion press
- Year published: 2018-12-31
Features:
- Develop a customer-centricstrategy for your organization
- Understand the right way to think about customer lifetime value (clv)
- Fine tune investments in customer acquisition, retention, and development tactics based on customer heterogeneity
1. Customer Experience For Dummies [Book]
Product Details:
2. The Customer Experience Book: How To Design, Measure And Improve Customer Experience In Your Business [Book]
Product Details:
Customer 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 tools in your business – step by step guides on how to use cx metrics and how to learn from them alongside the theory and practical how-to guidance, there will be a range of examples of 'thinking differently' about everyday situations to engage the reader. plus, with case studies from international companies, readers will discover not only what works well but also the hard lessons they have learned.
3. Service Design For Business: A Practical Guide To Optimizing The Customer Experience [Book]
Product Details:
A practical approach to better customer experience through service design service design for business helps you transform your customer's experience and keep them engaged through the art of intentional service design. you'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. livework pioneered the service design industry, and guides organizations including sony, the british government, volkswagen procter & gamble, the bbc, and more toward a more carefully curated customer experience.
Reviews:
4. Chief Customer Officer 2.0: How To Build Your Customer-Driven Growth Engine [Book]
Product Details:
A customer experience roadmap to transform your business and culture chief customer officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. and it will take years off your learning curve. written by jeanne bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the customer leadership executive (such as chief customer officer, vice president of customer experience, etc.) this book follows the five-competency model she uses to coach the c-suite and chief customer officers. 1. align around experience 3. build a customer listening path 4. proactive experience reliability and innovation 5. jeanne bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. and she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. including over forty accounts of actions by customer leadership executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. jeanne bliss pioneered the customer leadership executive position, holding the role for twenty years at lands’ end, allstate, coldwell banker, mazda and microsoft corporations. since 2002 she has led customerbliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. she is a worldwide keynote speaker, and sought frequently by major media for her point of view. jeanne is the co-founder of the customer experience professionals association, established to advance the worldwide discipline of customer experience and customer experience practitioners. she is also the best-selling author of chief customer officer: getting past lip service to passionate action (2006), and i love you more than my dog: five decisions to drive extreme customer loyalty in good times and bad (2011).
Reviews:
I bought this book to find some tools to do my job better now that my role has narrowed considerably to that of "keeping the customer happy". The book provides some clear guidance, war stories based on 30 years of training and challenges you to step up and take charge. I will keep this as a reference.SRS
5. The Nordstrom Way To Customer Experience Excellence: Creating A Values-Driven Service Culture [Book]
Product Details:
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. nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. no wonder nordstrom is one of only five companies to make fortune's "best companies to work for" and "most admired" lists every year since those surveys have been taken. nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. the authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'the best way for our company to achieve results is to do what's best for the customer.' in this book, readers will find: suggestions for becoming the nordstrom of your industry the ten values that define a customer-driven culture lessons for providing superior service and experience across all channels
6. Customer Experience Management: How To Design, Integrate, Measure And Lead [Book]
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Specifications:
7. Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How To Make Customers Love You, Keep Them Coming Back And Tell Everyone They Know [Book]
Product Details:
Bard productions to longtime sales and customer-service pro jeffrey gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. regularly employing oversized type in screaming bold fonts to grab the reader's attention, gitomer breathlessly recounts his start-to-finish approach to becoming "memorable" to consumers along with illustrative tales of his own encounters with particularly egregious examples of poor service. all of this is bolstered by an ongoing sampling of his inspirational quips and a variety of self-evaluating quizzes designed to pinpoint individual strengths and weaknesses. take a deep breath, read it straight through, and prepare to delight thy customer! –howard rothman gitomer, who conducts more than 150 sales seminars each year, is the author of the sales bible (1994) and a weekly column in more than 60 regional business newspapers. the first half of his title makes the unconventional assertion to make a point. the two efforts are obviously not mutually exclusive, but building customer loyalty is a separate and different process. gitomer uses lists, anecdotes, observations, and aphorisms to demonstrate his point and his sales technique. like his sales bible, this book, too, is laid out in a frenetic style: exclamation points abound and boldfaced, oversize motivational exhortations practically jump from the page. nikita koloff is a retired former world heavyweight champion wrestler and motivational speaker who delivers hundreds of professional addresses to companies and individuals annually. he is also the author of the syndicated weekly newspaper column sales moves, and author of the bestselling book the sales bible, also available from wiley.
Specifications:
Reviews:
bought the book since our company was going to use it as a standard in our business philosophy. we all read the book and spun off our own ideas in how we could change ways in which we handled customers and situations. how to make the customer or co-worker feel good about a problem that may have occured.gbcfate
As a 20 year sales professional in the product/service industry this the best book I have ever read for plain out servicing the customer. What to do, when to do it and how to do it better after you think you figured it out. Jefferey Gitomer takes everythign back to basics but the basics have been lost to a generation of over-thinkers that forgot the customer. Awesome read for any service oriented business person- managers, sales, owners.jensells2
Very infromative book for the new salesperson. Reminds us how important great customer really is. Worth reading.ditchthemedicinechest
8. Managing Customer Experience And Relationships: A Strategic Framework [Book]
Product Details:
Boost profits, margins, and customer loyalty with more effective crm strategy managing customer experience and relationships, third edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. by gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. a practical framework for implementing the idic model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. this new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective crm strategy. ancillary materials include a sample syllabus, powerpoints, chapter questions, and a test bank, facilitating use in any classroom or training session. the increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. understand the fundamental principles of the customer relationship implement the idic model to improve crm roi identify essential metrics for crm evaluation and optimization increase customer loyalty to drive profits and boost margins sustainable success comes from the customer. if your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. managing customer experience and relationships, third edition provides the information, practical framework, and expert insight you need to implement winning crm strategy.
9. The Ten Principles Behind Great Customer Experiences [Book]
Product Details:
Create a great customer experience whoever you are. they have a loud voice, a wealth of choice and their expectations are higher than ever. written for results practical advice that's easy to implement start making improvements fast everything you need get started immediately using the companion worksheets no jargon effortless to read no previous knowledge required inspiring examples key ideas are brought to life by great case studies universally applicable the principles work for any product or service, however large the business concise and skimmable read a chapter a day on your commute get what you need, whatever your time limits
10. Leading The Customer Experience: How To Chart A Course And Deliver Outstanding Results [Book]
Product Details:
Distinguished favorite: nyc big book award 2021 – marketing & pr many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as ai and mobile. the mandate to get customer experience right is real and urgent. leading the customer experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. it provides a bold, step-by-step approach that will get you and your team pointed in the right direction. and equipped to make sound decisions along the way. leading the customer experience is easy to understand and imminently practical. it is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with b2b and b2c organizations in the private and public sectors. the author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. leading the customer experience is relatable to anyone leading, managing or aspiring to better understand customer experience.
11. Customer Obsessed: A Whole Company Approach To Delivering Exceptional Customer Experiences [Book]
Product Details:
Optimize the customer experience via the cloud to gain a powerful competitive advantage customer obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. cloud technology has been hailed as a game-changer, but a recent idc report shows that it accounts for less than three percent of total it spending; why are so many companies neglecting such an enormous asset? this book provides a high-level overview of how the cloud can give you a competitive advantage. you'll learn how to integrate cloud technology into sound customer experience strategy to achieve unprecedented levels of success. more than just a state-of-the-field assessment, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization. you'll examine the many factors that influence the customer experience, and emerge with the insight to fine-tune your approach using the power of the cloud. what kind of advantage is your company leaving on the table? this book guides you through the key drivers of customer success to help you optimize your approach and leverage the future of global technology. jump into the gap now, and reap the benefits as other struggle to catch up. customer obsessed gives you the guidance you need to achieve sustainable success in today's digital world.
12. The Customer Experience Playbook: A Practical Guide For Customer Experience Leaders [Book]
Product Details:
People around the world are waking up to the power of customer experience. customer experience can be leveraged as a growth strategy for your business. many successful household names have dominated their markets in recent years by employing customer-centric strategies and practices. – the customer experience playbook is practical, with lots of insights, activities and case studies helping you to implement customer centric practices in your organisation. how do you lead a customer-centric transformation? where do you start? what sort of challenges can you expect on the way? the customer experience playbook presents the icon process. icon is a proven four step process which you can follow when embarking on the journey towards customer centricity. the four steps of the icon process are as follows:1) initiate2) co-create3) operationalise4) nourish – the book unpacks the details in each steps, and brings in examples from industry professionals, as well as best practice advice. – building customer experience capabilities for your organisation? often leaders know the power of customer experience, but struggle at how to practically implement new processes and structures to improve customer experience in an efficient and cost-effective way. the cx centric playbook offers a very practical method for building customer experience capabilities within an organisation. – the decade of customer experience is here! be ready!
Specifications:
| Language | English |
| Dimensions | 5.5 x 0.46 x 8.5 inches |
13. The Customer Experience Quote Book: 365 Customer Experience Quotes By The World's Top Cx & Business Leaders [Book]
Product Details:
I was looking for a book of customer experience quotes and couldn't find one so figured i should probably make one so i've lovingly copied and pasted mine and my networks favourite customer experience quotes into one handy book.some are short, others are long, some are serious, others are funny, some are obvious, others will make you think, some are profound, others are by me.some people will say "james, you've added some of your own quotes, isn't that a little conceited?" my answer to that is…" yes." will this book drastically change how you approach customer experience forever? no…it's a book of quotes.
Specifications:
| Language | English |
| Release Date | March 2019 |
| Length | 372 Pages |
| Dimensions | 0.8" x 6.0" x 9.0" |
14. Customer Experience 3.0: High-Profit Strategies In The Age Of Techno Service [Book]
Product Details:
Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. don't let that happen to you! customer experience 3.0 provides firsthand guidance on what works, what doesn't–and the revenue and word-of-mouth payoff of getting it right.
Specifications:
15. Customer Experience 3.0: High-Profit Strategies In The Age Of Techno Service [Book]
Product Details:
Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. don't let that happen to you! customer experience 3.0 provides firsthand guidance on what works, what doesn't–and the revenue and word-of-mouth payoff of getting it right.
Specifications:
16. Customer Understanding: Three Ways To Put The Customer In Customer Experience (And At The Heart Of Your Business) [Book]
Product Details:
Struggling 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? 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! that's the key to putting the customer in customer experience! ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. the customer must be at the center of all you do. after all, it's all about the customer! in this book, i cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. i could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. the culture must first be deliberately designed to put the customer at the heart of the business. and all foundational elements of a cx transformation must be in place to make that happen. create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. understand why journey mapping is called the backbone of customer experience management – and how to make it so in your organization. set up and facilitate service blueprint workshops with internal stakeholders. and more!
Specifications:
| Language | English |
| Release Date | September 2019 |
| Length | 220 Pages |
| Dimensions | 0.5" x 6.0" x 9.0" |
17. Connected Customers Are Repeat Customers: Customer Service Principles And Strategies That Create An Excellent Customer Experience [Book]
Product Details:
Specifications:
| Language | English |
| Assembled Product Dimensions (L x W x H) | 7.99 x 5.00 x 0.17 Inches |
18. Making The Customer Experience Magical Now! [Book]
Product Details:
They desire a memorable experience that is unique and different. leaders, teams, businesses, and organizations will be inspired and empowered to achieve extraordinary "magical" results today! "in the spirit of wait disney who said, 'you can teach anyone anything if you entertain them, ' john has successfully created the magical lessons while thoroughly entertaining the reader. he adds a personal touch from his real life experiences to help any organization make the customer experience magical." ed tubal, ceo, licensed franchisee sonny's bar b q restaurants
Specifications:
| Language | English |
| Release Date | December 2010 |
| Length | 114 Pages |
| Dimensions | 0.3" x 5.5" x 8.5" |
19. Customer Experience Design Book: Simplest Way To Understand The Fundamentals Of Customer Experience In The Digital Age [Book]
Product Details:
This is said to be the 'age of the customer' where business battles will be won through differentiated customer experience. there is a huge need for customer experience professionals, as well as aspiring customer centric companies, to learn and apply the winning principles of delivering great customer experience. this customer experience design book is written to help individuals and organizations get fundamental understanding of the customer experience domain through interactive exercises and illustrations. the book also provides guidance to those who want to become an internationally certified customer experience professional (ccxp), the accreditation provided by cxpa after a thorough assessment. ultimately, this book is a unique resource that is designed to help individuals and organizations across the globe raise the bar of customer experience.
Specifications:
| Language | English |
| Release Date | December 2018 |
| Length | 206 Pages |
| Dimensions | 0.5" x 6.0" x 9.0" |
20. The Customer Centricity Playbook: Implement A Winning Strategy Driven By Customer Lifetime Value [Book]
Product Details:
2019 axiom business book award winner featured in forbes, npr's marketplace, and a google talk, the customer centricity playbook offers actionable insights to drive immediate value, according to neil hoyne, head of customer analytics and chief analytics evangelist, google. how did global gaming company electronic arts go from being named worst company in america to clearing a billion dollars in profit? fader and toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. a must-read.–aimee johnson, chief marketing officer, zillow the customer centricity playbook offers fundamental insights to point organizations of any size in the right direction.–rob markey, partner, bain & company, inc., and coauthor, the ultimate question 2.0 peter fader and sarah toms offer transformative insights that light the path for business leaders.–susan johnson, chief marketing officer, suntrust banks
