Best Customer Experience Books of 2018 and What to Look Out for in 2019
2018 was a great year for some really thoughtful, engaging books about Customer Experience! As you can see from my list below, topics include some Design Thinking, Technology, Innovation and Organization Change as Marketing.
All of the books listed are a great read, all deeply related to customer experience, customer success, and subscription models and services.
Despite the size of the list, don’t be fooled–I really only included what I would consider my best readings. If you are someone who cares about Customer Experience, Customer Success and Top Quality of Services and Design, then add these to your queue.
And now, without further adieu, here are the best books that I read during 2018. Please note, the order indicates no preference or ranking.
This book is connecting the dots for us all also in customer experience. Here, Seth speaks about marketers, who don’t use consumers to solve their company’s problem; they use marketing to solve other people’s problems. Their tactics rely on empathy, connection, and emotional labor instead of attention-stealing ads and spammy email funnels.
The subscription model in business is not anymore just for cloud solutions, associations and magazines. It’s a model any business can adopt to stay ahead and competitive. It’s good for both the organizations constant evolving and changing environment as for the customer.
Peters, in this book offers brilliantly simple, actionable guidelines for success that any business leader can immediately implement. He provides a roadmap for your organization and for you as an individual to thrive amidst the tech tsunami, and he has a lot of fun doing it.
In companies like Southwest, Starbucks, and Google, have done something differently that’s put their organizations at the top of “the most admired companies,” “best brands,” and “great workplaces” lists. They don’t often talk about that “something” specifically in terms of brand-culture fusion, but, Denise Lee Yohn reveals, aligning and integrating their brands and cultures is precisely how they’ve achieved their successes.
When you make it easier for customers to do business with you, they will reward you with their money, their loyalty, and their referrals. There’s a reason they call it a convenience store – because it’s convenient!
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The secret to business success? Get REAL and be HUMAN! As human beings, we are built to connect and form relationships. So, it should be no surprise that relationships must also translate into the workplace, where we spend most of our time! Companies that recognize this will retain the most productive, creative, and loyal employees, and invariably seize the competitive edge.
Do you know the best way to drive your company’s growth? If not, it’s time to boost your Growth IQ. Trying to find the one right move that will improve your business’s performance can feel overwhelming. But, as you’ll discover in Growth IQ, there are just ten simple–but easily misunderstood–paths to growth, and every successful growth strategy can be boiled down to picking the right combination and sequence of these paths for your current context.
Organizational culture isn’t just a hot topic–it’s an untapped asset and potential liability for all businesses. And yet, for all its potential to make or break, few know how to manage cultures with proficiency. Culture Your Culture: Innovating Experiences provides the much-needed “how-to” with Design of Work Experience (DOWE). Tapping into human-centered design, interdisciplinary innovation concepts, and other research, this leading edge approach partners employees and their employers in unprecedented ways to co-create solutions and differentiating experiences that are customized, relevant, and profoundly impactful to the organizations for which they are intended–all while building employee engagement, learning agility, and capability.
One book for the entire journey: How to digitally transform your organization innovation in the face of major external change is critical for any organization’s success, but attempting to do so often leads to more questions than actions: Where do you start? How do you get the right resources? How should work be implemented? What data should you measure?
*(Book released on 04 December 2018) *Jeffrey Hayzlett’s book is the unique one on my list. I haven’t read it yet, since it JUST came out; however, I read previous books of Hayzlett’s and his books were always pragmatic and executable while always keeping top quality. When I receive my copy, I will write in details about it. (It’s not proﬁt over people that will make your business successful―it’s when you combine people and proﬁts that you become A HERO LEADER. The Hero Factor discusses the importance of a strong company culture as the backbone of any successful business.
Confronting change is incredibly hard, both organizationally and personally. People become resistant. They are afraid. Yet the pace of change in our world will never be slower than it is right now, says Beth Comstock, the former Vice Chair and head of marketing and innovation at GE. Imagine It Forward is an inspiring, fresh, candid, and deeply personal book about how to grapple with the challenges to change we face every day. It is a different kind of narrative, a big picture book that combines Comstock’s personal story in leading change with vital lessons on overcoming the inevitable roadblocks.
The indispensable guide to data-powered marketing from the team behind the data management platform that helps fuel Salesforce―the #1 customer relationship management ( #CRM) company in the world. A tectonic shift in the practice of marketing is underway. Digital technology, social media, and e-commerce have radically changed the way consumers access information, order products, and shop for services. Using the latest technologies―cloud, mobile, social, internet of things (#IoT), and artificial intelligence (AI)―we have more data about consumers and their needs, wants, and affinities than ever before.
Subscription Marketing offers creative marketing strategies for sustaining the customer relationships that build long-term success. This book is a practical guide for marketers, start-up executives, customer success management professionals, and executives of establishing businesses adopting or transitioning to a s
Ever notice how companies with the best service also have the happiest employees? That’s no accident. Do you want to build a strong, successful organization? Start by ignoring your customers. Really. Instead, focus first on creating a better employee experience, or EX. Your employees interact with customers, make them smile, and carry your brand message from the warehouse to the front lines. If your employees are having a great experience, so will your customers.
Scott explains how to move beyond being distinctive and to take your brand and business to the next level, to become iconic by knowing your customer and audience and providing the Ultimate Customer Experience every time. What if merely “standing out” from your competition isn’t enough to take your brand and business to the highest level? How do you become an iconic organization or leader?
Ricardo Saltz Gulko is the Eglobalis managing director, a global strategist, thought leader, practitioner, and keynote speaker in the areas of simplification and change, customer experience, experience design, and global professional services. Ricardo has worked at numerous global technology companies, such as Oracle, Ericsson, Amdocs, Redknee, Inttra, Samsung among others as a global executive, focusing on enterprise technologies. He currently works with tech global companies aiming to transform themselves around simplification models, culture and digital transformation, customer and employee experience as professional services. He holds an MBA at J.L. Kellogg Graduate School of Management, Evanston, IL USA, and Undergraduate studies in Information Systems and Industrial Engineering. Ricardo is also a global citizen fluent in English, Portuguese, Spanish, Hebrew, and German. He is the co-founder of the European Customer Experience Organization and currently resides in Munich, Germany with his family.