Whether you have worked within a CX team for two months or two years, there are always areas to learn and improve. This is even more crucial when you’re managing a team. Customer experience needs to change from year to year, with new trends and new, higher expectations from customers. For CX leaders, finding time for some productive reading can turn a good CX experience into a great one. Below we have listed the top five picks for CX leaders, with all books are linked to Amazon and Audible, for those who prefer to listen to their books.
The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share by Dan Gingiss
As we move from a service economy into an experiential economy, customers put more value than ever on the experience around buying the product, not only the product itself. This is especially crucial when the market is so competitive. The experience maker looks to guide you into the future of CX by advising managers and executives to focus on customers who are already buying from their company rather than spending even more money on marketing to new customers.
The Cult Of The Customer by Shep Hyken
Shep Hyken, who has 40 years of experience in studying, speaking, and writing about customer experience, and loyalty, also writes about the experience of a customer journey being the most crucial part. Using case studies from companies that have successfully made their way through “five distinct cultural phases—from “uncertainty” to “amazement”” Hyken offers practical steps on how to achieve this within your CX team.
The Customer Of The Future By Blake Morgan
Described by one Amazon reviewer as "Relevant, detailed and insightful - a must read". We chose this book because Blake Morgan has four main topic points, presenting her ideas clearly and concisely. First, she focuses on the experience for employees, the first step in creating a customer-focused culture. Second, she talks about the five qualities of a great customer experience leader. Third, she wants readers to understand the difference between cognitive computing and artificial intelligence, and finally, she uses companies like Best Buy, Target, and Sephora to talk about digital transformation best practices.
The Power of Moments: Why Certain Experiences Have Extraordinary Impact by Chip Heath and Dan Heath
Within every customer journey, there is a moment that can make or break how positive their experience has been. Chip Heath and Dan Heath build upon this idea and understand the power of moments. The Heath brothers know that every positive experience is “dominated by four elements: elevation, insight, pride, and connection”. This is not necessarily a book just for CX leaders, but every lesson within it can be applied to a moment of customer experience and interaction as well as every other aspect of their lives, which is why we chose it.
The Goal: A Process of Ongoing Improvement by Eliyahu Goldratt
We chose The Goal because it’s a business book that is written a little differently; unlike many non-fiction business books, The Goal is written in a fast-paced thriller style. Its author, Eliyahu Goldratt, has been described by Fortune as a 'guru to industry' and by Businessweek as a “genius”. It follows Alex Rogo, a harried plant manager working ever more desperately to try and improve performance. His factor, and his marriage, are heading for disaster. However, this is more than just a thrilling tale, it contains a serious message for all managers in the industry and explains the ideas which underline the Theory of Constraints (TOC) developed by Eli Goldratt.