Even if you’ve only read one really great book in your life, you probably understand the satisfaction one gets after turning that last and final page. It feels good to know you didn’t waste hours in front of the television; instead, you gave yourself the opportunity to explore your imagination.
If you’re an avid reader, I’m sure there have been times where you haven’t quite reached this sense of accomplishment. I used to believe that you should read each book until the very end, even if you don’t like the contents of the storyline. But a wise reader helped me to change my approach. If a book isn’t speaking to you, it’s ok to put it down and move on to the next one. You might lose that feeling of satisfaction, but you’ll be content in moving forward to a better read.
In any event, reading provides a slew of benefits. It gives you knowledge, improves memory, develops imagination, and also translates to better writing abilities. These are all great skills for any customer experience leader. We’ve listed six solid reads below; take some time to peruse this book list and pick the ones you like. You’ll be sure to obtain valuable insights from CX experts and anyone working in a customer facing role!
1) The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
Author: Shep Hyken
This book teaches you to create a culture that can drive your organization to focus on delivering an amazing customer service experience.
2) What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
Author: Nicholas J. Webb
The best companies in the world discover what their customers desire, and then deliver it with memorable experiences. This book was selected by Oracle and LinkedIn as a must-read!
3) Hug Your Haters: How to Embrace Complaints and Keep Your Customers
Author: Jay Baer
80% of companies say they deliver outstanding customer service, but only 8% of customers agree. This book will help you close that gap.
4) Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Authors: Nick Mehta, Dan Steinman, Lincoln Murphy
This book proposes a different approach that transforms customer support from a required, yet often neglected department, to one that can generate recurring business.
5) Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
Author: Jeanne Bliss
This book will give you a proven framework that has advanced the customer experience. It has transformed businesses in every vertical around the world!
6) Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Author: by Frances Frei and Anne Morriss
In a volatile economy, service must become a competitive weapon, not a damage-control function. This book explains the importance of weaving service into every core decision.
I’ll finish with a quote from George R.R. Martin, best known for his series of epic fantasy novels, A Song of Ice and Fire, which was later adapted into the HBO series Game of Thrones. Martin said, “A Reader lives a thousand lives before he dies, the man who never reads lives only one”.
Happy reading everyone 🙂
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