If you’re looking for CX inspiration or for tales of success from some of the leaders in the field, then look no further than our 10 must-reads for any customer experience professional.

As the profession has matured over the last decade, more and more experts have come to the fore to offer their opinions, advice and anecdotes to serve as a guide for others. Luckily you won’t have to trawl through hundreds of books to find the right one because we’ve done the hard work for you!

Here’s our list of the 10 best reads to help you stay at the top of your game:

1) “Contagious: Why Things Catch On” by Jonah Berger

What makes content go viral? Why do certain ideas succeed and others fail? In a customer-centric economy, knowing the answers to these questions can make the difference between success and slump. The practical techniques for creating and spreading effective content contained in the book make it an essential read.

Purchase on Amazon here.

2) “The Nordstrom Way: The Inside Story of America’s #1 Customer Service Company” by Patrick D. McCarthy and Robert Spector

The Nordstrom Way - The Inside Story of America's #1 Customer Service Company

Who doesn’t love a good return policy? Nordstrom has built a retail empire on customer experience principles that extend beyond even that. Endorsed by CEOs from Walmart, Marriott and more, Nordstrom’s winning policies are ones to emulate. If they worked for Nordstrom, they could work you.

Purchase on Amazon here.

3) “The Ten Principles Behind Great Customer Experiences” by Matt Watkinson

The 10 Principles Behind Great Customer Experiences

Whether you’re a manager, a small business owner, or a C-suite executive, you’re bound to be looking for ways to improve your business. These ten principles are here to show how you can do that without resorting to high-cost or drastic measures, all the while keeping the customer at the forefront of your priorities.

Purchase on Amazon here.

4) “What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint” by Nicholas J. Webb

What Customers Crave

A top read in the industry, this book asks two simple questions: what do customers love and what what do they hate? Winning is straightforward: know the answer and and act on it. Helping you focus on creating memorable, positive customer experiences, this is a must-read for anyone looking to improve customer relations.

Purchase on Amazon here.

5) “The Customer Experience Book: How to Design, Measure and Improve Customer Experience in Your Business” by Alan Pennington

The Customer Experience Book

Increasingly relevant in the current business climate, customer experience separates the winners and losers of the market. The Customer Experience Book educates in two parts: emphasizing the importance of the experience and how to use customer experience tools in your business.

Purchase on Amazon here.

6) “The Effortless Experience: Conquering the New Battleground for Customer Loyalty” by Matthew Dixon, Nick Toman, and Rick DeLisi

The Effortless Experience

It is often said that the customer is always right. Turns out the customer doesn’t want to be right as much as he or she wants smooth service. The Effortless Experience delves into common myths surrounding customer experience and cuts to the chase of what people want and how to deliver it.

Purchase on Amazon here.

7) “The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary” by Joseph Michelli

The Starbucks Experience

The Starbucks Experience shares the secrets that made the company a global success. Learn the story and strategies of one of the biggest franchises in history via insider stories and anecdotes. By customizing customer experiences to win loyalty, Starbucks has grown at rates unprecedented in their industry. Your customers will thank you for treating them well (and for spelling your name right).

Purchase on Amazon here.

8) “Would You Do That to Your Mother?: The “Make Mom Proud” Standard for How to Treat Your Customers” by Jeanne Bliss

With 32 case studies and examples from more than 85 companies this book shows why “Make Mom Proud” companies outperform their competition, and how to make this possible. A new book from Bliss, it provides a five-step guide to customer experience and culture transformation.  Using comics and a “make-mom-proud-ometer” quiz this book is as accessible as it is informative.

Purchase on Amazon here.

9) “Customer Experience: What, How and Why Now” by Don Peppers

Customer experience - what, how and why now

A collection of essay and anecdotes reflecting decades in the field, Customer Experience is an ideal digest of a salient advice on perfecting the customer experience. In short segments, Peppers breaks down just what customers want and how they’ll reward you when they get it.

Purchase on Amazon here.

10) “The Wallet Allocation Rule” by Timothy Keiningham, Lerzan Aksoy & Luke Williams

The wallet allocation rule

Co-authored by none other than Qualtrics’ Head of Customer Experience, Luke Williams, this book quickly became a New York Times Bestseller thanks to its revolutionary approach for linking brand perception and share of wallet. It addresses the fact that traditional metrics like NPS and CSAT have been hard to correlate with share of wallet and sets out a new approach that allows organizations to calculate the precise impact of brand positioning on the metric that matters most – how much consumers spend with your brand.

Buy it on Amazon

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