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


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



Uncommon Service:

How to Win by Putting Customers at the Core of Your Business

Author: Frances Frei, Anne Morriss



Passion Brands in the Age of Disruption

Author: Jeff Rosenblum, Jordan Berg



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