Customer Experience | 6 MIN READ

Top 10 Customer Experience Books

Which are the top 10 customer experience books for the CXO to delve into? Here we have made you a quick list to get your order ready in no time.

Simran Mohanty
Sep 8, 2021

Top 10 Customer Experience Books

Top 10 Customer Experience Books

As is said, a book is a man’s best friend. This adage has held true against time and indeed there is nothing like reading a book. With the new times, customer experience as a subject, theme and industry has evolved and various master pieces are brimming up to the libraries. On that note, here is a hand-picked list of the top 10 customer experience books that you must have your hands on before it is too late. Pull up a chair, get your reading glasses, and settle in with one of these books. Without any further ado, let us get started with the book.

1. Customer Understanding: Three ways to put ‘customer’ in Customer experience” (and at the heart of your business)

By Annette Franz

This book should be a must on your book shelf as it brings home the pertinence of Customer Experience (CX) and gives business a roadmap for getting it right. When you put your customer at the heart of everything, you tend to understand a customer better, delve into their surveys and data, personas, and route through their journey mapping.

2. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience

By Shep Hyken

You must stop treating customer service as a department. This book walks you through seven such powerful strategies that show customer service from a holistic note and any organization can implement to create greater customer and employee loyalty. If you are someone who is keen to know more about the nitty-griity’s of customer service as a subject and how customer experience plays a pivotal role, this should be your go-to.

3. Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media

By Dan Gingiss

It is no surprise that Social media has changed customer service time and again. It has shifted power from brands to consumers, requiring a different way of thinking about customer engagement. This book is all about blending the pertinence of customer care along with customer experience and giving the readers a few takeaways for life. This must be on your shelf if you wish to learn how brands create engaging experiences on social media.

4. Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions

By Chip R Bell

This book is a jewel in the customer experience niche. Reading through this book will teach you how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer. Not just that, you will also come across some real-life examples from organizations like McDonald’s, DHL, Marriott, Lockheed Martin, Discover Financial, Ultimate Software, and many more, that portrays the secrets of bringing out stellar services and solutions.

5. The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

By Lee Cockerell

This book will walk you through 39 digestible, bite-sized chapters, and all about forming an environment that keeps customers coming back for more. Not only that, this book will also teach you why the customer always rules, and also the rules for serving customers so well they’ll never want to do business with anyone but you. Yes, it is possible and doable, you just need to know how to do it the right way as is explained in this book.

6. Mapping Experiences

By Jim Kalbach

This is yet another hand-picked book on customer experience. Read on to know how to visually map your existing customer experience, based on user research, and demonstrate how and where customer perspectives intersect with business goals. Using various mapping techniques from UX design, you’ll learn how to turn customer observations into actionable insight for product design.

7. The Guaranteed Customer Experience – How To Customer By Keeping Your Promises

By Jeff Toister

This book will walk you through the tips on how to get a customer attracted to your business and not churn out. Although we all know that some amount of churn is inevitable, but keeping it at a minimum point is the key which has been well-taught by this book. Furthermore, it encompasses the entire customer journey to promise an experience that never falls short of expectations.

8. Be our Guest: Perfecting the Art of Customer Service

By Theodore Kinni

Disney lovers in the house, this one is for you. If you wish to know how one of those backstage and onstage experiences, or how cast members, employees are hired and the best of the world-class customer satisfaction is delivered, this is a must on your book shelf. Not just that, this book will also teach you more on restoring relationships with customers.

9. Uplifting Service

By Ron Kaufman

Buckle up as you get into a new world of service that is guided by fundamental principles and actionable models. This will teach you how the architecture that is applied to build an uplifting service culture is the same, even though you may face different teams across the globe. In the end of the day, it is all about giving the customers the best of customer experience with uplifted service that keeps them satisfied and retained.

10. Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers

By Dave Gray and Sunni Brown

If you have been wondering how to go from book theory to concrete ideas to real implementation at your company, you must read this one to unlock your answers. This book brings fun to brainstorming and offers a way to enhance creativity in your company and breakthrough with new ideas. You will find value in the nearly 100 different games, some of which you’ve seen before, and others you probably haven’t. The book also includes information on how to lead through each game.

Parting Thoughts

Books are always fun to read and explore. We hope that our list on the top 10 customer experience books has given you enough ideas to pick a book from. If you are into all things customer experience, most of these books must be placed in your shelves before they run out of stock.

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Originally Published September 8th, 2021, Updated September 8th, 2021

Simran Mohanty

Simran hails from the content marketing backdrop with extensive knowledge in blogs, articles, and technical whitepapers in the non-fictional domain. She uses her 'gift of the gab' to explore new possibilities on her way and to make an exquisite impact on her readers. In her spare time, she likes to read journals on artificial intelligence or play with her cute kittens.

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