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“The more that you read, the more things you will know. The more that you learn, the more places you’ll go.”―
Dr. Seuss, I Can Read With My Eyes Shut!
Good point – let’s look at CX books this time around.
[Best Practices]
The Top 20 Customer Experience Books (Updated December 2021)
If you’re looking for a few holiday season reads, to brush up on your CX chops, check out this list of proven resources.
This post provides links to the most popular books on CX and related areas, along with their authors, ratings and prices.
It is ordered by number of ratings on Amazon. Sometimes this says more about how long a book has been in publication or how good a promoter the publisher is, but with the rating score alongside you can get a flavour for the overall strength of the title.
The list has been separated into two sections:
Generalist: books directly about CX, mostly by consultants and experts. They include background information with general “how-to” sections, approaches, case studies, etc.
Tools and methodologies: these could also be called textbooks. They outline in detail how to do a particular task, e.g. journey mapping, service design, etc.
[Potential Future Classic]
Winning on Purpose: The Unbeatable Strategy of Loving Customers
Fred Reichheld, famous for being the “inventor” of Net Promoter Score, is in print again.
He’s just launched his new book which posits that the primary purpose of a business should be to enrich the lives of its customers. The argument being that happy customers generate more customers and higher profits.
Initial reviews are positive so it could be another winner.
[This is not in the above list because it doesn’t yet have enough reviews to fit the listing criteria.]Bonus content: Check out this podcast with Fred and Adam Dorrell of CustomerGauge where he talks about the book: Winning on Purpose with Fred Reichheld
