Beyond Satisfaction: 17 Key Books On Customer Experience
Diving into the best customer experience books has reshaped my understanding of what it means to truly engage customers. These reads are more than just pages—they're a journey through years of case studies, complete guides, and templates that have helped many craft effective CX strategies. From the cult of the customer to actionable insights on touchpoint optimization, each book on our list of best customer experience books offers a unique viewpoint. They cover everything crucial—customer feedback, retention, metrics, and even the often-overlooked employee experience.
These works by best-selling authors are not just theoretical; they provide a practical playbook, mapping experiences that create positive customer interactions. So, if you're looking to enhance your user experience and cultivate a customer-focused approach—drawing from both customer success stories and robust management tactics—then you're seeking the wisdom these books offer. They're a requisite addition to your reading list, a step towards mastering the art of customer satisfaction.
17 Best Customer Experience Strategy Books Shortlist
I’ve read and handpicked these books to tackle your biggest customer experience challenges:
- The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi
- Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine
- The Power of Moments by Chip Heath & Dan Heath
- X: The Experience When Business Meets Design by Brian Solis
- Delivering Happiness: A Path to Profits, Passion and Purpose by Tony Hsieh
- The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service by Jeff Toister
- Raving Fans: A Revolutionary Approach To Customer Service by Ken Blanchard & Sheldon Bowles
- The Ten Principles Behind Great Customer Experiences by Matt Watkinson
- The Experience Economy by B. Joseph Pine II & James H. Gilmore
- Why She Buys: The New Strategy for Reaching the World's Most Powerful Consumers by Bridget Brennan
- Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media by Dan Gingiss
- Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss
- The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business by Blake Morgan
- The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty by Shep Hyken
- Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business) by Annette Franz
- The Zappos Experience: 5 Principles to Inspire, Engage, and Wow by Joseph A. Michelli
- Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers by Jeanne Bliss
Overviews Of The 17 Best Customer Experience Strategy Books
Here’s a quick summary of each book, what you’ll learn, and why you should read it, plus a quote I like from the book. I added the author’s LinkedIn and other places to connect with them online.
1. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi
Summary:
"The Effortless Experience" dissects the customer service landscape, arguing convincingly that companies overvalue the "delight" factor and undervalue the simple, seamless customer experience. The authors use robust research to show how truly understanding customer needs leads to loyalty.
What You'll Learn:
Discover the myths behind customer service efforts and how reducing customer effort dramatically enhances customer loyalty. The book offers strategies for structuring customer service to streamline the customer's journey.
Why You Should Read It:
For professionals aiming to modernize their customer service approach and enhance customer loyalty, this book provides evidence-based strategies focusing on simplicity and ease in customer interactions rather than over-the-top service gestures.
Quote From The Book:
"Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not by how spectacular its service experience might be."
About The Authors:
Engage with Matthew Dixon, Nick Toman, and Rick DeLisi on platforms like LinkedIn where they share insights regularly. Explore their extensive research and contributions to the field on their various professional web pages and social media channels.
2. Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine
Summary:
"Outside In" offers businesses a transformational outlook on how they approach their service models. With practical guidance and real-world examples, this book underscores the importance of customer-centricity in fostering loyalty and enhancing financial performance.
What You'll Learn:
Learn the art of empathy in business, understand the methodology of customer journey mapping, and use feedback constructively to drive improvement in services and products.
Why You Should Read It:
This book is crucial for business leaders and marketers needing to grasp the strategic advantage of customer-centricity, directly linking improved customer experiences with business growth and enhanced brand perception.
Quote From The Book:
"The only sustainable form of market differentiation is the experience customers have with your company."
About The Authors:
Find Harley Manning and Kerry Bodine on LinkedIn for more fascinating insights. Their websites and blogs also house a wealth of resources and thought leadership in the realm of customer experience.
3. The Power of Moments: Why Certain Experiences Have Extraordinary Impact by Chip Heath & Dan Heath
Summary:
"The Power of Moments" delves into the psychology of why certain experiences can alter our perceptions profoundly. The Heath brothers unpack the elements of impactful moments and provide a powerful blueprint for creating such life-altering snippets at work and in personal contexts.
What You'll Learn:
Uncover the anatomy of "defining moments" and gain a framework for creating these milestones. The book is rooted in evidence, exploring elements like elevation, insight, pride, and connection that contribute to memorable experiences.
Why You Should Read It:
It's a must-read for those seeking to elevate their approach to creating business and personal memories. The book teaches you to engineer moments that leave lasting impacts, contributing significantly to relationship building and brand loyalty.
Quote From The Book:
"Defining moments shape our lives, but we don’t have to wait for them to happen. We can be the authors of them."
About The Authors:
Explore more about their works on their Amazon portfolio: Chip and Dan. Their distinctive approach to significant life and business events offers transformative insights for a broad audience.
4. X: The Experience When Business Meets Design by Brian Solis
Summary:
"X: The Experience When Business Meets Design" breaks new ground by merging business goals with design methodology to create unforgettable experiences that form deep, lasting connections with consumers.
What You'll Learn:
This book reveals how to use the experience as a competitive advantage, exploring the dynamics of customer behavior, innovation in a disruptive marketplace, and the alignment between brand promise and brand delivery.
Why You Should Read It:
If you're looking to dive into the world of experience-driven business strategy, this book offers a revolutionary perspective. It emphasizes the need to shift from product-centric to experience-centric thinking.
Quote From The Book:
"Experiences are more important than products now. Experiences are products."
About The Author:
You can connect with Brian Solis on LinkedIn or follow him on Twitter. Discover more about his revolutionary approaches on his website and continue exploring his professional achievements and contributions.
5. Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh
Summary:
"Delivering Happiness" narrates the story of Zappos CEO Tony Hsieh, focusing on his unorthodox leadership style and the company's adventurous ride to success, highlighting a corporate culture steeped in a sense of community and commitment.
What You'll Learn:
From insights into business management to creating a thriving company culture, this book delves into the importance of prioritizing happiness at work for increased productivity and success.
Why You Should Read It:
Entrepreneurs, managers, and executives will gain invaluable insight into creating a flourishing company culture that empowers employees, delights customers, and builds a resilient business.
Quote From The Book:
"Customer service shouldn't just be a department; it should be the entire company."
About The Author:
Connect with the inspiring mind of Tony Hsieh through his LinkedIn or find out more about his business philosophies and the legacy he left behind on other dedicated platforms discussing his methodologies.
6. The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service by Jeff Toister
Summary:
Jeff Toister outlines practical, step-by-step guidelines for instilling a sense of ownership and commitment among employees, in turn sparking exceptional customer service that isn’t enforced but comes from within the corporate culture itself.
What You'll Learn:
Readers will discover how to craft actionable strategies to cultivate a service culture, engage employees in a unified mission, and create customer experiences that lead to loyalty and advocacy.
Why You Should Read It:
Perfect for leaders seeking a reliable, sustainable way to outshine competitors in customer service, this book offers a practical roadmap to rallying your team around excellent service delivery.
Quote From The Book:
"A strong service culture leads employees to the conclusion that outstanding service is just what we do around here."
About The Author:
Join Jeff Toister on LinkedIn or follow his insights on Twitter. His website also features plenty of resources, including blogs and newsletters, for professionals striving to elevate their customer service game.
7. Raving Fans: A Revolutionary Approach To Customer Service by Ken Blanchard & Sheldon Bowles
Summary:
"Raving Fans" delves into an innovative approach to customer service by converting clients into full-fledged fans who are so ecstatic about your service that they can’t stop talking about it.
What You'll Learn:
This book teaches you how to define a vision, discover what a customer wants, and deliver effective services that transform customers into fans who rave about your work.
Why You Should Read It:
Ideal for business leaders and frontline workers alike, "Raving Fans" is the guide to creating not just satisfied customers, but fans who are excited about your business.
Quote From The Book:
"Satisfying your customers isn’t enough. You must create raving fans."
About The Authors:
Engage with Ken Blanchard on LinkedIn, follow his updates on Twitter, or explore more about his methods and works through his website. Sheldon Bowles also has a legacy of insightful publications, accessible through various platforms.
8. The Ten Principles Behind Great Customer Experiences by Matt Watkinson
Summary:
Matt Watkinson presents a universal set of principles that underpin a fantastic customer experience, offering a clear, practical, and actionable framework with relevance across sectors.
What You'll Learn:
You'll learn the principles that ensure customer satisfaction, from understanding consumer expectations to consistency in service delivery, all towards crafting remarkable customer experiences.
Why You Should Read It:
This book is essential for anyone eager to understand the bedrock of stellar customer experience and how to apply these principles in a practical, everyday context.
Quote From The Book:
"Great customer experiences certainly require a degree of empathy and emotional intelligence."
About The Author:
Connect with Matt Watkinson through his LinkedIn profile, or delve deeper into his strategies by visiting his website, where he shares a wealth of resources.
9. The Experience Economy by B. Joseph Pine II & James H. Gilmore
Summary:
"The Experience Economy" makes a compelling case for the shift from goods and services to experiences as a means of offering true value, urging businesses to orchestrate memorable events for their customers.
What You'll Learn:
The authors articulate how to design unique experiences that command premium pricing, resonate deeply with customers, and create personal, memorable interactions that build loyalty.
Why You Should Read It:
It's a must-read for business professionals who want to stay ahead of the curve in an evolving marketplace where customer experience trumps traditional business models.
Quote From The Book:
"Experiences are as distinct from services as services are from goods."
About The Authors:
Engage with B. Joseph Pine II on LinkedIn and explore his latest thoughts on Twitter. James H. Gilmore is also available on LinkedIn, where he continues to share insights and discussions related to modern business strategies. Additional resources and writings can be found on their personal and professional platforms.
10. Why She Buys: The New Strategy for Reaching the World's Most Powerful Consumers by Bridget Brennan
Summary:
"Why She Buys" provides powerful insight into the female consumer's mindset, offering strategies to effectively communicate with and market to this influential demographic.
What You'll Learn:
Understand the global impact of women buyers, learn how gender differences affect purchasing decisions, and master communication strategies that engage women consumers.
Why You Should Read It:
This book is crucial for marketers, innovators, and brand strategists dedicated to unlocking the purchasing power and decision-making of women, a dominating force in the global economy.
Quote From The Book:
"Women are the backbone of the biosphere."
About The Author:
Connect with Bridget Brennan on her LinkedIn, follow her insights on Twitter, or visit her website to explore a deeper understanding of female consumer engagement strategies.
11. Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media by Dan Gingiss
Summary:
Dan Gingiss’s book is a comprehensive guide to elevating your brand's presence and customer service on social media, creating memorable customer interactions that translate into brand loyalty.
What You'll Learn:
Discover how successful brands utilize social media for customer service, learn strategies to engage and solve issues in real-time, and understand how positive online interactions drive brand loyalty.
Why You Should Read It:
For professionals navigating the digital landscape, this book lays the foundation for transforming social media interactions into lasting customer relationships and positive brand images.
Quote From The Book:
"Every customer interaction is a marketing opportunity. If you go above and beyond on the service side, people are much more likely to recommend you."
About The Author:
Join Dan Gingiss on LinkedIn for more insights into customer experience, check out his regular updates on Twitter, or delve into his strategies in detail on his website.
12. Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss
Summary:
Jeanne Bliss empowers you to drive a customer-centric culture in "Chief Customer Officer 2.0," providing the tools and leadership practices for systematic, company-wide change.
What You'll Learn:
Gain insight into establishing the role of a Chief Customer Officer, learn the five competencies to connect your organization, and master the art of delivering exceptional customer experiences.
Why You Should Read It:
Ideal for current and aspiring leaders, this book is the definitive guide to owning customer experience, aligning your organization’s efforts, and driving growth through customer satisfaction and advocacy.
Quote From The Book:
"Without enabling employees to deliver value, customer experience falters."
About The Author:
Engage with Jeanne Bliss on LinkedIn, follow her professional journeys on Twitter, or explore her profound insights and resources on her website, renowned for guiding leaders in the customer experience realm.
13. The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business by Blake Morgan
Summary:
"The Customer of the Future" unpacks transformative insights and strategies for professionals aiming to meet the evolving needs and expectations of customers heading into the future.
What You'll Learn:
Discover how to anticipate the needs of future customers, understand the technological advancements shaping consumer behavior, and implement principles that prioritize and innovate customer experience.
Why You Should Read It:
Blake Morgan's foresight into customer expectations makes this book essential for business leaders, marketers, and entrepreneurs who aspire to stay ahead in an ever-changing consumer landscape.
Quote From The Book:
"Successful companies in the future are those that build experiences around themselves - making themselves a necessary part of the customer's life."
About The Author:
Expand your professional network by connecting with Blake Morgan on LinkedIn, staying updated through her Twitter feed, or delving deeper into her expertise on customer experience on her website.
14. The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty by Shep Hyken
Summary:
In "The Convenience Revolution," Shep Hyken highlights the paramount role of convenience, guiding businesses on how to outperform competitors by simplifying the customer journey.
What You'll Learn:
Understand the six principles of convenience in business, analyze real-world examples of game-changing companies, and learn to apply these principles to create customer loyalty.
Why You Should Read It:
Entrepreneurs, business leaders, and customer service professionals will find this read indispensable for creating frictionless experiences that retain customers and disrupt conventional marketplaces.
Quote From The Book:
"When you make it easier to do business with you, people will do more business with you."
About The Author:
Engage with Shep Hyken's professional insights by connecting on LinkedIn, following his regular wisdom bursts on Twitter, or exploring more resources and contact options on his website.
15. Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business) by Annette Franz
Summary:
Annette Franz takes you on a comprehensive journey in "Customer Understanding," emphasizing a culture that places the customer's voice, needs, and experiences at the core of business strategies.
What You'll Learn:
Learn the methodologies for capturing customer insights, understand the importance of data-driven personas, and master techniques for embedding customer empathy in organizational culture.
Why You Should Read It:
This book is a treasure for CX professionals and business leaders seeking grounded strategies to truly integrate customer insights into their operations, fostering loyalty and sustained success.
Quote From The Book:
"Listening to customers and then understanding and acting on their feedback is the cornerstone of a customer-centric culture."
About The Author:
For further insights and discussions, connect with Annette Franz on LinkedIn, follow her journey and thoughts on Twitter, or discover more in-depth customer experience resources on her website.
16. The Zappos Experience: 5 Principles to Inspire, Engage, and Wow by Joseph A. Michelli
Summary:
"The Zappos Experience" offers an insider's view of how Zappos, a company renowned for its outstanding customer service, creates a vibrant company culture and a zealous commitment to customer satisfaction.
What You'll Learn:
Gain insight into the unique Zappos corporate culture, understand the company's approach to customer service that goes beyond transactions, and discover how to apply Zappos’ principles to elevate your business practices.
Why You Should Read It:
This book is crucial for those seeking to grasp how a company's culture impacts customer satisfaction and learn from a business that has consistently maintained a stronghold on exceptional customer service.
Quote From The Book:
"Zappos is a customer service company that just happens to sell shoes."
About The Author:
To know more about Joseph A. Michelli's works and insights, you can connect with him on his LinkedIn profile, follow his updates on Twitter, or explore his other professional achievements and resources on his website.
17. Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers by Jeanne Bliss
Summary:
In "Would You Do That to Your Mother?", Jeanne Bliss champions the concept of customer service with empathy and authenticity, urging businesses to consider whether their practices are ones they would want their mothers to experience.
What You'll Learn:
Learn how to apply the "Make Mom Proud" standard in various business scenarios, reshape company practices with empathy and respect at the forefront, and recognize the long-term benefits of heartfelt customer service.
Why You Should Read It:
It's essential reading for anyone who aims to humanize their business practices, ensuring they create a customer service experience that would make their mother proud.
Quote From The Book:
"Imagine if every company acted as though Mom were their customer."
About The Author:
Engage with Jeanne Bliss on LinkedIn, follow her professional journeys on Twitter, or explore her profound insights and resources on her website, renowned for guiding leaders in the customer experience realm.
Which Customer Experience Strategy Books Do You Recommend?
If you know of other essential reads on customer experience strategy that aren't mentioned here, please recommend them here. Your insight is valuable, and it helps in making this resource even more comprehensive for readers like you.