Customer Experience Books

CX (Customer Experience) is a crucial area. I initiated a new department around CX after starting to read up and listen to some podcasts on the topic. Below are the books I’ve found useful as part of my series of articles on books I’ve read in the last 18 months.

The Experience Economy:

Work Is Theater & Every Business a Stage

Author: B. Joseph Pine II, James H. Gilmor

CX.jpg

The Effortless Experience:

Conquering the New Battleground for Customer Loyalty

Author: Matthew Dixon, Rick DeLisi, Nick Toman

cx 1.jpg

The Customer Rules:

The 39 Essential Rules for Delivering Sensational Service

Author: Lee Cockerell

(I wasn’t really a big fan of this one – if you are debating reading it over another.)

cx 2.jpg

Customer Obsession:

How to Acquire, Retain, and Grow Customers in the New Age of Relationship Marketing

Author: Abaete de Azevedo, Ricardo Pomeranz

41FDvvet-3L._SX329_BO1,204,203,200_.jpg

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: