You’ve found our list of the best customer experience books.
customer experience books are guides that teach professionals how to make business transactions simple, pleasant and memorable for customers. these works cover topics such as journey mapping, the psychology behind consumer choices, and experience design. The purpose of these books is to help companies create value for a target audience and win customer loyalty. customer experience is commonly known as cx.
You are reading: Books on customer experience
These guides are a subset of business books and are similar to customer service books, customer success books, and employee experience books.
this list includes:
- customer experience design books
- books on customer experience
- digital books on customer experience
- books on the customer journey
- customer experience management books
here we go!
list of customer experience books
From best sellers to new releases, here’s a list of customer experience books to increase customer satisfaction and loyalty.
1. the ten principles behind great customer experiences by matt watkinson
The Ten Principles Behind Great Customer Experiences is one of the simplest books on customer experience. The authors open the book by emphasizing the importance of CX and explaining that many attempts in practice fall short because companies don’t really understand the craft. As the title suggests, this helpful reference identifies the key traits of effective CX, such as “reflecting the customer’s identity,” “setting and then meeting expectations,” and “putting the customer in control.” each chapter explores one of these concepts in depth and provides concrete, real-world examples. The Ten Principles Behind Great Customer Experiences provide readers with a roadmap for meeting customer needs in simple steps.
starred quote: “the moral of the story is that if you focus on delighting your customers, assuming you have the right sums, profits become a well-earned by-product of a business that is successful in a much broader sense.” broad .you get the pleasure of knowing you are making a positive contribution to people’s lives and that customers are not going to resent you for your success.in fact, far from it, they will reward you with their loyalty and do the marketing for you.”
read the ten principles behind great customer experiences.
2. the cult of the customer: creating an amazing customer experience that turns satisfied customers into customer evangelists by shep hyken
the cult of the customer presents a master class on how to dazzle customers. shep hyken urges readers to go beyond satisfying customers and aim to wow customers. delight is a tool that turns buyers into fans and encourages customers to spread the word, make referrals and build brand awareness. The first few chapters identify five key traits that bring communities together to form around businesses, and go on to show how organizations can cultivate a “wow factor” that builds a loyal fan base. Later chapters emphasize the importance of practices such as problem solving, attention to detail, and follow through. The cult of the customer demonstrates that benefiting the customer benefits the company and provides a model for building beloved brands.
Notable quote: “Satisfying your customers is not enough. Satisfied customers are not loyal customers.”
read the cult of the customer.
3. The Effortless Experience: Conquering the New Battlefield for Customer Loyalty by Matthew Dixon, Nick Toman, Rick Delisi
The Effortless Experience is one of the best books on customer experience. The book’s main takeaway is that the surest way to win repeat customers is to make trades as simple and seamless as possible. the book rebels against the idea that brands must go above and beyond to provide top-notch service in order to win a following for the brand. instead, the authors say that the most important thing for customers is to consistently meet their needs and expectations, and to make that process as painless and convenient as possible. The guide helps readers visualize what a seamless experience looks like from the customer’s perspective and addresses issues such as problem solving, customer service communication, and eliminating feelings of frustration and helplessness. The chapters contain case studies and stories that illustrate these points and show readers what efficient systems look like in action.
Notable quote: “From the customer’s perspective, when something goes wrong, the prevailing sentiment is: help me fix it.”
read experience effortlessly.
4. designing experiences by j. Robert Rossman Ph.D. and Matthew D. doctorate in duerden
Designing Experiences is a reference published by the Columbia Business School. The guide covers the full gamut of experience design, from basic definitions and requirements, to detailed frameworks and helpful tools and techniques. The book trains readers to guide the buyer’s journey, manage touchpoints and transitions, and even incorporate the practice into corporate-level decision making. theory and practice, ideas and action come together in this text. the design experiences present a thorough introduction to the topic, but even seasoned cx professionals can find useful tips on the pages.
Notable quote: “You are an experience designer, whether you realize it or not. he is constantly involved in creating experiences for his clients, colleagues, friends and family. the relevant question is, are you doing this intentionally? the design of conscious and useful experiences is the key to personal and professional success.”
read design experiences.
5. Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Plans, and Diagrams by James Kalbach
experience mapping is one of the best books on customer experience design. This technical manual guides readers through the art of experience mapping. the pages touch on different stages of the process, such as visualizing value, finding the right problem to solve, and arriving at a workable solution. The book introduces various types of diagrams, blueprints, and methods for planning the end result of the customer experience, and provides detailed examples and illustrations of each. the text highlights key points and considerations and gives readers a firm foothold in the planning process.
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Arranged in an easily referenced, indexed textbook format, the mapping experiences are a valuable resource for cx professionals at any level.
Notable quote: “Moments of truth can be thought of as a special kind of point of contact. they are critical, emotionally charged interactions, and they generally occur when someone has invested a high degree of energy in a desired outcome. moments of truth make or break the relationship.”
read mapping experiences.
6. what your customer wants and can’t tell you: unlocking consumer decisions with the science of behavioral economics by melina palmer
what your customer wants and can’t tell you uses the principles of behavioral science to explain consumer buying habits. Drawing on psychological and neurological concepts, the book explains what drives customers to make purchase decisions and suggests how companies can harness these patterns to design better experiences and drive sales. While many customer experience books urge readers to adopt a customer mindset, this book goes one step further, asking readers to consider how the customer’s mind works and tailor transactions to engage the brain. of buyers. what your customer wants and can’t tell you harnesses the less obvious elements of the customer experience and shows organizations how to appeal to the customer’s subconscious wants and needs.
starred quote: “a brand is a collection of experiences that make up a personality in your mind, and familiarity breeds likeability… when you first meet them, you’re on high alert: your defenses are up and you’re ready to to do something that allows you to categorize them as a hero or a zero during this process, your brain uses a combination of conscious and subconscious techniques to evaluate the brand much of what happens and influences your choices is below your level of conscious understanding.”
read what your client wants and you can’t tell him.
7. what customers crave: how to create relevant and memorable experiences at every touchpoint by nicholas webb
What Customers Crave is one of the best books on the customer journey. the book is divided into two sections. The first part of the guide provides background information and basic knowledge of the CX practice, while the second half delves into customer journey mapping. These chapters describe the key touchpoints within the customer relationship development process and provide tips on how to impress and engage customers in each state. The guide provides insight into the customer’s perspective throughout the decision-making process and illustrates how feelings and impressions evolve throughout the journey.
Notable Quote: “Remember, whether you’re selling a product or a service, you’re in the customer experience business. Customer experience isn’t just a function of training your staff; it’s a function of design. If you want to design something that is successful, you have to deliver value to customers at each and every touch point.”
read what customers crave.
8. the experience economy: competing for the customer’s time, attention, and money b. Joseph Pine II and James H. gilmore
The Experience Economy explains why cx is necessary in today’s business climate and highlights essential elements of the practice. The book breaks down the elements that make experiences remarkable and enjoyable, such as personalization and cohesiveness. distilling cx into a handful of simple building blocks, the text provides a step-by-step guide to creating encounters that stick in customers’ minds. chapters include stories and descriptions of companies that execute this idea well for inspiration. the experience economy holds the key to outshining the competition, gaining scarce consumer attention, and making customers care about the brand.
Notable quote: “Basically, customers don’t want to choose; they just want exactly what they want.”
read the experience economy: competing for customer time, attention and money.
9. the power of moments: why certain experiences have an extraordinary impact by chip heath
The power of moments is not just about the customer experience. rather, the book dissects the factors that make unique experiences memorable and impactful. the author identifies patterns in notable moments and analyzes the factors that give those moments meaning. The book explores the components that give events the power to define identities and change lives. By examining what makes random events critical, the book lays out a roadmap for readers to design similar experiences. the power of moments presents ideas on how to nurture moments that move customers and are sure to stay on customers’ minds.
Notable quote: “In life, we can work so hard to eliminate problems that we forget to put on spikes.”
read the power of moments.
10. the customer of the future: 10 guiding principles to win the business of tomorrow by blake morgan
the client of the future works as an unofficial rulebook for cx. The author shares ten key guidelines that drive the modern customer experience, including customer-centric leadership, personalization, and frictionless intentional design. The book places a strong emphasis on the role of technology and digitization in CX, and shows how the tools can improve the customer journey and usage. The Client of the Future also addresses emerging topics not covered in many other CX books, such as CX analytics and data privacy and ethics. This book is a future-oriented guide that aims to prepare readers not only for today, but also for the customer needs of tomorrow.
starred quote: “The customer experience solution is quite simple, but not easy. the challenge is this: most companies focus on the product and not the customer. This lack of a customer experience mindset is why customer experiences are mixed and often fall short.”
read the client of the future.
11. would you do that to your mother?: the “make mom proud” standard on how to treat your customers by jeanne bliss
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Would you do that to your mother? is one of the most entertaining customer experience management books. The book lays out a simple standard for designing the customer experience: and treat each customer as you would want her own mother to be treated. each chapter offers a valuable lesson that contributes to the customer experience, such as “enabling employees to thrive” and “helping your customers achieve their goals.” The “make mom proud” mentality and the idea of honoring her upbringing by bringing those same values into the workplace helps readers instantly empathize with customers and conduct themselves with integrity and compassion.
Notable Quote: “Companies that ‘Make Mom Proud’ grow by living those lessons. They eliminate practices that might slow the spread of care or limit employees from acting in good conscience. They work to remove boundaries and pressures that prohibit customer-driven decision making, their actions honor the human at the end of their decisions, establish a balanced relationship with customers and partners, and put employees in positions to act at work as they would at home. as if they had been raised.”
lee would you do that to your mother?
12. More Is More: How the Best Companies Go Further and Work Harder to Create a Stunning Customer Experience by Blake Morgan
more is more is one of the most basic books on customer experience. This book begins by defining cx, providing an overlay of current practice, and making predictions for the near future. The first chapters explore the growing influence of technology in the world of CX and the roles that marketing and data play in the process. the middle section dives into the anatomy of amazing experiences and gives readers formulas for designing customer-centric processes and outcomes. the end of the book touches on more subtle topics, such as generational customer experience and bug fixes. more is more shows that cx is a concept in constant evolution and serves as a wake-up call to continue improving the execution of the practice.
Notable Quote: “Companies must listen every day because what customers are saying is changing at an increasingly frequent rate.”
read more is more.
13. Winning Your Business: How to Transform the Customer Experience for the World’s Most Powerful Consumers by Bridget Brennan
Winning Your Business is a book about designing positive customer experiences for women. The book emphasizes the purchasing power of female audiences and urges brands to take an educated approach to designing customer experiences for this demographic rather than relying on assumptions. bridget brennan outlines four main motivators that make customers buy (connection, inspiration, trust, appreciation) and explains how companies can adapt these elements to attract women. The underlying theme of the book is that female customers want respect, and the author shows businesses how to communicate that respect to customers and create a comfortable shopping environment for women.
Notable quote: “Winning women’s business isn’t about excluding men; it is about excluding stereotypes and improving the customer experience.”
read how to win your business and see more business books for women.
14. Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, & being generally amazing on all major social media by dave kerpen, michelle greenbaum, and rob berk
Friendly Social Media is one of the most useful digital books on customer experience. the guide teaches readers how to leverage social media to delight customers. The authors set guidelines for designing useful and entertaining content for consumers, responding to comments, using social channels as platforms for customer service, and creating value for followers. The book shows markets how to balance authenticity of voice and tone with empathy for the customer’s mindset. Likeable social media emphasizes creating a social media experience that speaks to audiences rather than using the platforms solely as a branding and selling mechanism.
starred quote: “sure, not everyone who posts on your facebook wall or tweets about you has as much influence or trendsetting ability as some celebrities, but they can certainly spread the word on your behalf, easily and quickly, especially if you thank them and encourage them.”
read nice social media and check out more social media marketing books.
final thoughts
In a crowded and competitive marketplace, it has become increasingly important for organizations to practice good cx. customer experience is no longer just an extra that can give brands an advantage, but a basic business requirement. customers demand more from brands than ever before and are not afraid to own their purchasing power. Businesses that don’t deliver on their promises, provide convenience to customers, or distinguish themselves from the competition are destined to be left behind. By reading cx books, professionals can better understand the needs and wants of customers, and use these insights to design better products and services and deliver real value to the audience.
For more reading recommendations, check out this list of product design books, these decision-making books, and this list of innovation books.
We also have a list of customer service quotes.
faq: customer experience books
here are answers to common questions about customer experience books.
what are customer experience books?
customer experience books are guides that teach professionals how to design business interactions that are convenient and enjoyable for customers. this approach revolves around proactively meeting customer needs to earn repeat business and positive consideration.
what are some good customer experience books?
some good books on customer experience include matthew dixon’s effortless experience, nick toman, rick delisi, would you do that to your mother? by Jeanne Bliss, the Power of Moments by Chip Heath, and the Experience Economy by B. Joseph Pine II and James H. gilmore.
what is the difference between customer service books and customer experience books?
Customer service books and customer experience books are very similar, and there are some titles that fall into both categories. however, customer service books tend to revolve more around immediate interactions and staff behavior, while customer experience books focus on systems, processes, and overall design.
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