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Customer Experience

Summer reading list: 6 customer experience must-reads

by Duff Anderson, on Jun 30, 2015


One of my new year’s resolutions this year was to read more books. Unfortunately, the good intentions I had at the beginning of the year quickly fell away as the year kicked into full gear. But with summer just around the corner I’m looking forward to the opportunity to catch up on my reading and get my resolution back on track.

Below are the books I have earmarked to read this summer on the customer experience.  

1. Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
By Jeanne Bliss

Jeanne Bliss is a giant in the customer experience space. Jeanne is both co-founder of the Customer Experience Professional Association and bestselling author of Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine. Her latest book provides over forty case studies to demonstrate a proven framework that has launched and advanced the customer experience transformation around the world. This is must-read for anyone looking to build a more customer-centric organization.

2. 'Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service'
By John A. Goodman

The marketing technology landscape has exploded to meet the needs of a new generation of consumers and marketers.  But with so many different marketing technologies promising to improve the customer experience, many fail to deliver the intended results. Instead they deliver a series of frustrating, disjointed experiences that drive people away. "Customer Experience 3.0" outlines a framework and step-by-step guide on what works and what doesn’t with a focus on providing a seamless customer experience.

3. 'Lean Analytics'
By Alistair Croll and Ben Yoskovitz

Recently, I was reading a post by Stephanie Thum, ‎Vice President of Customer Experience at Export-Import Bank of the United States, about Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience). One the books recommended in the post was "Lean Analytics". Lean Analytics was written to help startups, entrepreneurs and digital marketers identify which metrics are the most important in regard to "customer success”. By measuring and analyzing as you go, early-stage companies or projects can build a solid foundation of true needs, well-defined solutions, to ultimately satisfied customers.

4. 'The Customer Manifesto: How Business Has Failed Customers and What It Takes To Earn Lasting Loyalty'
By Pamela Herrmann

Today's customers are not as loyal as they once were. Business success depends more and more on the customer experience. In Pamela Hermann latest book, The Customer Manifesto, she provides a step-by-step guide that any business can implement and see immediate results in building brand loyalty in order to optimize each customer experience.

5. 'The Ten Principles Behind Great Customer Experiences'
By Matt Watkinson

Winner of numerous awards, 
this book from Matt Watkinson provides 10 straight forward principles that will improve customer experience, regardless of the consumers and business. Drawing on experiences from playwrights, directors and philosophers, this book is an original approach to design, customer service and management.

6. 'Igniting Customer Connections: Fire Up Your Company's Growth By Multiplying Customer Experience and Engagement'
By Andrew Frawley

Based on data and stories collected from brands around the world, the author, Andrew Frawley, provides what you need to know to grow your businesses with optimal customer experiences. The book details why "ROE² means Return on Experience × Engagement," with objective proof.

Whether you are lying on a beach or just relaxing at home this summer, these six books should ensure that you are ready to hit the ground running in Q3.

What are you planning on reading this summer? Do you have any recommendations?

Duff Anderson
Duff Anderson

Duff Anderson is a visionary in Voice of the Customer research with over 20 years’ experience.

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