10 Books on Customer Experience you Should Definitely Read

by Mauricio Dulón - CX

One of the most frequent questions I get is: what books on customer experience do you recommend I read? Below I describe my recommendations based on books on the subject that have taught me a lot and that have impacted my way of thinking and applying the the concepts of customer experience as a CX professional.

1. "The Cult of the Customer" - Shep Hyken

Shep Hyken immerses us in the idea of building a true 'customer culture'. Through case studies and practical strategies, he shows us how customer loyalty can become an invaluable asset for any company. For me, it is a totally essential book in your personal library on Customer Experience.

2. "Never Lose a Customer Again" - Joey Coleman

Joey Coleman proposes a fascinating approach to keeping customers long-term. Their "first 100 days" method focuses on creating a lasting impression from the first contact, thus building a strong relationship from the beginning. Many consider it a book about sales, I consider it a fascinating book about customer experience.

3. "The Service Culture Handbook" - Jeff Toister

Jeff Toister’s book shows us practical steps towards building an organizational culture focused on customer service, something that many companies seek today. With practical strategies and inspiring examples, this book is an essential guide to transforming the company's customer-centric mindset. Jeff Toister is one of my favorite authors on customer service, customer-centric culture and customer experience.

4. "The Convenience Revolution" - Shep Hyken

Shep Hyken explores how convenience has become a key factor in the customer’s experience. Providing practical solutions to simplify interactions highlights the importance of making every step of the way easy and efficient. Eliminating friction is an essential point to providing a memorable experience to your customers.

5. "The Customer of the Future" - Blake Morgan

Blake Morgan takes us on a journey thinking about the customer of the future. Explore how technological and social trends are shaping customer expectations, providing business leaders with valuable insights to adapt and thrive in the changing landscape. Blake shows you how to be a company that innovates in providing the very best customer experience.

6. "Built to Win" - Annette Franz

Annette Franz addresses the importance of building customer-centric organizations from the ground up. The book provides strategies to incorporate the voice of the customer into all aspects of the business, from product design to strategic decision making. Annette is definitely one of my favorite authors, her insights on Customer Experience are invaluable.

7. "The Power of Moments" - Chip Heath & Dan Heath

This captivating book by the Heath brothers explores how certain exceptional moments can have a lasting impact on the customer’s perception of your organization. It offers insights on how to design memorable experiences that generate loyalty and enthusiasm by your customer.? It is when you touch the customer's heart and create a connection that the experience remains engraved in the customer's mind.

8. "Getting Service Right" - Jeff Toister

Toister, once again, provides us with practical tools to improve the quality of customer service. With a focus on empathy and effective problem solving, this book is a valuable resource for companies looking to hone their customer service skills.

9. "Moments of Magic" - Shep Hyken

Master of the art of customer service, Shep Hyken introduces us to 'magic moments', those rare moments that leave a lasting impression. With concrete examples, Hyken illustrates how every interaction can become an opportunity to delight the customer. A book in which examples educate and show you a practical way to generate those moments of magic for the client.

10. "The Experience Economy" - B. Joseph Pine II & James H. Gilmore

Pine and Gilmore propose a fascinating approach by considering services as memorable experiences. From personalization to creating unique moments, this book explores how the experience economy is transforming the way companies interact with their customers. If you want to understand or convey to front-line management the importance of the customer experience, The Experience Economy is an excellent starting point a