Written by: Kushal Dev | Co-founder, Customer Guru
In this tech age when it’s easy to emulate any value add, a company has to offer the key differentiator, one that is difficult to replicate, and that is undoubtedly, exceptional Customer Experience. Here is a list of 10 books which every business leader must read to kickstart his/her Customer Experience journey.
A Customer Experience Roadmap to Transform Your Business and Culture
Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve!
The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World – by Fred Reichheld and Rob Markey
The ultimate guide to implement Net promoter score within your organization, since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power.
In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results.
Covers the hip, iconoclastic CEO of Zappos shows how a different kind of corporate culture can make a huge difference in achieving remarkable results — by actually creating a company culture that values happiness –and then delivers on it.
The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world’s “most admired” companies. With unique access to Starbucks personnel and resources, Joseph Michelli discovers that the success of Starbucks is driven by the people who work there – the “partners” – and the special experience they create for each customer.
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know – by Jeffrey Gitomer
Here are Jeffrey Gitomer’s 3.5 compelling reasons why you and every employee in your company must own this book, must read this book, and must act on the principles of this book:
1. It contains a game plan that any customer-serving employee, salesperson, manager, executive, or entrepreneur can enact to ensure loyal customers.
2. Any front-line employee can read it and “get it.” Any front-line employee can read it and “do it.”
3. Customer Loyalty is the measure of your present and future success.
3.5 Your competition may already own this book.
This book helps you understand and appreciate how Disney continues to deliver the highest quality products and services year-in and year-out. It clearly describes many proven ways and concepts to improve your organization’s customer service. It gives you a lot of practical lessons that can be adapted to fit into most management or leadership situations.
The Customer Rules: The 39 Essential Rules for Delivering Sensational Service Hardcover – by Lee Cockerell
The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business – any business – depends upon winning and keeping customers.
In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they’ll never want to do business with anyone but you.
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization – by Leonardo Inghilleri, Micah Solomon, Horst Schulze
“Filled with treasure and big ideas, this book will help you become exceptional.” – SETH GODIN
In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become “walking billboards” who will happily promote your brand. In Exceptional Service, Exceptional Profit insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
How did a child of immigrants, starting with no background in the hotel business, create the world’s most admired and successful hotel brand? And how has Four Seasons grown so dramatically, over nearly half a century, without losing its focus on exceptional quality and unparalleled service?
Isadore Sharp answers these questions in his inspiring memoir. He started out in Toronto, the son of a modest builder from Poland, but ambition and fate rapidly took him beyond his father’s three-man construction business.
Sharp learned the hotel business by trial and error. His breakthrough was a vision for a new kind of hotel, featuring superior design, top-quality amenities, and, above all, a deep commitment to service. Today, Four Seasons is widely recognized as the world leader in comfort and luxury—in fact, it sets the standard by which every luxury hotel is measured.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty – by Matthew Dixon, Nick Toman, Rick DeLisi
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?
The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver.
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