Matthew Dixon    Nick Toman     Rick DeLisi   

Matthew Dixon  
Nick Toman  
Rick DeLisi  

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. The Effortless Experience brings readers deep into the consumer experience on a thrilling journey to reveal what truly makes clients loyal and disloyal. The authors set out the four core foundations of a low-effort consumer experience, offering robust data along the way, shocking observations and profiles of businesses that are currently utilizing the concepts of CEB’s study. And they provide several resources and models that you can quickly start implementing to optimize service, minimize costs, reduce customer turnover, and eventually create the elusive loyalty that the “dazzle factor” does not provide.

Jay Baer     

Hug Your Haters: How to Embrace Complaints and Keep Your Customers

The science of complaints has fundamentally changed the near-universal adoption of smartphones and social media. Now, critics (“haters”) can express their displeasure more quickly and publicly than ever before. Hug your haters teaches us that there are two types of haters – onstage haters and off stage haters. Hug Your Haters explains just how to deal with both groups, based on carefully conducted case reports by organizations from around the world in all types and sizes. The book is also full of heartbreaking and funny illustrations of mad haters and insane businesses, as well as inspiring tales of businesses behaving with speed, kindness, and empathy.

Nicholas Webb     

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint

How well, do you know your consumers so far? This crucial assumption for any good company is not always simple in a globalised market that is fundamentally shifting customer preferences. But in What Consumers Crave, Nicholas Webb, author and market analyst, simplifies this vital challenge in order to be able to answer two questions with confidence: What do your clients love? Why are they hating?

Jeanne Bliss     

Would You Do That to Your Mother?: The “Make Mom Proud” Standard for How to Treat Your Customers

With 32 case studies and examples from more than 85 companies, Jeanne Bliss shows how “Make Mom Proud” companies outperform their competition. She proposes a five-step strategy to analyze their ongoing activities at any stage of the organization and take action for the same. Filled with comics to catch our experiences as customers, a “mom lens” to constantly focus on your success, and a “make-mom-proud-ometer” questionnaire, the book makes the approach of Bliss open and accessible.

Read Jeanne’s Voice of Expert articles: Years One Through Four: How to Advance and Elevate the Chief Customer Officer Role and 7 Tips and Resources for CCOs and C-Suite Customer Experience Leaders

Jeffrey Gitomer     

Customer Satisfaction is Worthless Customer Loyalty is Priceless: How to make customers love you, keep them coming back, and tell everyone they know

Subtitled “How to make customers love you, keep them coming back, and tell everyone they know”, Gitomer’s book holds that traditional customer satisfaction measures are essentially meaningless. A merely satisfied customer, he maintains, is still likely to shop around the next time he or she needs to buy your product or service, for a better price or a more convenient offering. A loyal customer, on the other hand, is more likely to make a point of coming back to you specifically as the supplier, and moreover, is likely to recommend your product or service to others.

Blake Morgan     

The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business

Futurist Blake Morgan provides ten principles for easy-to-follow consumer service that combine new technologies into productive tactics to tackle fragmented systems, silo mentalities, and a lack of insight for customers. The Customer of the Future describes how today’s consumers are now demanding their goods and services for frictionless, customized, on-demand experiences, and businesses that do not respond to these current demands will not last.

Dave Kerpen     

Likeable Social Media – How To Delight Your Customers, Create an Irresistible Brand, & Be Generally Amazing On All Social Networks That Matter

This new version of the classic bestseller is filled with expert tips and fresh case studies highlighting the latest best practices. Critical knowledge about emerging and appropriate social media sites, such as Snapchat, along with modified resources, visual, mobile, paid media, and data strategies, and insights into current platforms/content, including Instagram, LinkedIn, and Facebook stories, will be discovered. You’re not at all in the loop if you’re not in a social media marketing game. Likeable Social Media shares what you need to know about creating your brand and winning & maintaining loyal clients by wise, savvy social media interaction from one of the world’s leading leaders in the world of social media marketing.

Chip Heath & Dan Heath  

The Power Of Moments: Why Certain Experiences Have Extraordinary Impact

The New York Times best-selling writers of Turn and Made to Stick discuss why some fleeting encounters can startle, boost and transform us-and how we can learn to build such exceptional moments in our life and work. In The Power of Moments, Chip and Dan Heath discuss the stories of people who have created incredible moments, from the owners that converted a fairly mediocre hotel into one of the best-loved properties in Los Angeles.

Blake Morgan     

More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experience

More Is More offers realistic guidance for creating or enhancing customer service that you should extend to your own company immediately. Since time is important, the customers are not able to wait for you to get the consumer service right. This book teaches you intangible pollutants that ruin your user experience and market share, and how you’re going to cope with them. More Is More sets you up for success, highlighting important areas that need to be tackled quickly so that you can weather global shifts, stay competitive and succeed in the ever-changing market world.

Dan Gingiss     

Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media

Gingiss has developed a series of best practices called “8 Steps to Winning at Social Customer Care.” Winning at Social Customer Care explains how today’s consumers demand higher ties to products, and how a brands will assess customer retention rate in response to this expectation. For example, Gingiss condensed his ideas into “expectations + emotions = willingness to share.”

B. Joseph Pine II       James H. Gilmore  

B. Joseph Pine II   
James H. Gilmore  

The Experience Economy

Now with a brand-new preface, Pine and Gilmore are making an even better argument for experience as a vital bond between a business and its customers in an increasingly distracting and time-consuming environment. The Experience Economy, packed with comprehensive explanations and actionable tips, lets organizations construct intimate, dramatic, and even transformative interactions, delivering the script from which managers can extract value in ways consistent with a powerful customer-centered approach.

Fred Reichheld       Rob Markey  

Fred Reichheld   
Rob Markey  

Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

In this extensively revised and extended version of The Ultimate Issue, the authors Fred Reichheld and Rob Markey explain how the Loyalty Leaders use the Bain Net Promoter System to deliver exceptional financial and strategic outcomes. With trademark precision, Reichheld and Markey describe the basic principle of the Net Promoter System, describing its relationship to the development of the company and its continued success. They offer a closed-loop feedback mechanism, showcasing their ability to energize staff and entertain consumers with fresh and convincing examples of businesses that have improved their performance. “The Ultimate Question 2.0 is full of practical and powerful insights that can help you build a great business that is grounded in customer loyalty. This should become a business classic.” —John Donahoe, former CEO, eBay

Jim Kalbach      

Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams

Customers with inconsistent product and service experience are understandably disappointed.In this revised book by Jim Kalbach, you can teach your team how to use alignment diagrams to make useful insights of customers usable. You can visually map current consumer interactions with this powerful technique and envisage possible solutions. Mapping Experiences isn’t just about product and service design; it’s about understanding the human condition.

Fred Reichheld     

Loyalty Rules: How Today’s Leaders Build Lasting Relationships

Has loyalty become an outdated notion in today’s marketplace? In the laws of fidelity! Frederick Reichheld claims that loyalty is still the engine that fuels financial success—even, and maybe particularly, in today’s unpredictable, high-speed economy—but that most companies are running dry. Why? Since leaders too frequently associate profitability with goals, taking the low path to short-term growth at the cost of staff, consumers and, eventually, taxpayers. In a corporate world that thrives on mutually advantageous networks, the opportunity to create deep loyalty relationships has become a “acid test” for leadership.

Matthew Dixon       Brent Adamson     

Matthew Dixon   
Brent Adamson     

The Challenger Sale: Taking Control of the Customer Conversation

The fascinating thesis behind this book is that salespeople can not only build consumer relationships, but also question the assumptions of consumers with fresh perspectives and information. The Challenger Sale teaches that Challengers approach customers with unique insights about how they can save or make money. They tailor their sales message to the customer’s specific needs and objectives. Rather than acquiescing to the customer’s every demand or objection, they are assertive, pushing back when necessary and taking control of the sale.

Tony Hsieh     

Delivering Happiness: A Path to Profits, Passion, and Purpose

Tony Hsieh shares the numerous lessons he has learned in business and life in Providing Happiness, from starting a worm farm to managing a pizza business through LinkExchange, Zappos and others. Living happiness, fast and on the move, reveals how a very different form of business culture is an effective model to attain success and how you can significantly improve your own happiness by reflecting on the people around you.

Micah Solomon     

Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience

You’ll enjoy inspiring, sometimes humorous, trench stories as the author Micah Solomon, one of the world’s best-known customer service consultants, shares realistic adventures in evaluating and enhancing customer service in a range of industries. Ignore Your Customers (and They’ll Go Away) describes, step by step, how to build a philosophy of customer care and consumer engagement that is so strong that it changes your organization and improves the company’s bottom line.

Timothy Keiningham    Lerzan Aksoy & Luke Williams    

The Wallet Allocation Rule:Winning The Battle For Share

The book soon became the bestseller of The New York Times, owing to its innovative approach to branding and wallet share. The book discusses the fact that standard measures like NPS and CSAT have not been related to the amount of wallets and offers a new methodology that enables companies to quantify exactly how much customers spend on their brand.

Chip Bell     

Inside Your Customer’s Imagination : 5 Secrets for Creating Breakthrough Products, Services, and Solutions

Using examples from companies such as McDonald’s, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Tech, and many more, Bell illustrates how co-creation partnerships empower you to tap into every customer’s treasure chest of ideas and innovation.  Chip Bell advocates forming co-creation partnerships to impress  the customers.  Co-creation relationships are about satisfying the hopes and dreams of consumers, not just their wishes and expectations.

Read Chip’s Voice of Expert article: The Return of the Village

Rajat Chawla     

Customer Experience Design Book: Simplest Way to Understand the Fundamentals of Customer Experience in the Digital Age

This book is a unique resource designed to help people and companies around the world increase the standard of customer service. The book also gives guidance after a thorough evaluation for those who wish to become an Internationally Accredited Customer Experience Professional (CCXP), the accreditation given by CXPA.

Conclusion

Well, now that you have brushed up your knowledge about CX, it’s time to implement your understanding using the best CX software and services that help to manage your customer experience better.

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