Here are 100 books that The Customer Leader fans have personally recommended if you like
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Raised in a Belgian retail store, exceptional customer service was a daily conversation topic with my parents. This upbringing made customer experience a natural part of who I am. Realizing the rarity of such service in the broader world, I delved into studying consumer behavior and how companies can respond effectively. Now, I'm deeply involved in the customer experience field, having authored six books and co-founded Nexxworks, an inspiration agency. I share all my insights freely on social channels, driven by a life goal to help everyone become more customer-centric starting tomorrow.
Reflect on this: every week, you interact with thousands of brands. How many of these encounters are truly memorable? The reality is that most are mundane and easily forgotten.
What I adore about this book is how it instructs companies to excel in customer interactions at just the right moments. It's not about being extraordinary every second; it's about strategically choosing moments to make an impact.
Ever since I read this book, I've been discussing it in my keynotes almost daily. The concept instantly captivates everyone.
'Beautifully written, brilliantly researched' Angela Duckworth, bestselling author of GRIT
'The most interesting, immediately actionable book I've read in quite a while... If life is a series of moments, the Heath brothers have transformed how I plan to spend mine' Adam Grant, bestselling author of ORIGINALS and OPTION B, with Sheryl Sandberg
In this latest New York Times bestseller by the authors of Switch and Made to Stick, Chip and Dan Heath explore why certain brief experiences can jolt, elevate and change us - and how we can learn to create such extraordinary moments in…
Raised in a Belgian retail store, exceptional customer service was a daily conversation topic with my parents. This upbringing made customer experience a natural part of who I am. Realizing the rarity of such service in the broader world, I delved into studying consumer behavior and how companies can respond effectively. Now, I'm deeply involved in the customer experience field, having authored six books and co-founded Nexxworks, an inspiration agency. I share all my insights freely on social channels, driven by a life goal to help everyone become more customer-centric starting tomorrow.
Nearly every time I engage with a company, I sense that they're underestimating the impact of genuinely delighting their customers. Creating a genuinely positive and authentic atmosphere, and demonstrating sincere goodwill, is arguably the most effective business strategy in existence.
Brittany grasps this concept exceptionally well. Her book is brimming with compelling examples and highly practical advice, enabling anyone to start applying these concepts from tomorrow onward.
Superfans aren't just for pop stars and NBA teams.
What if your customers loved your brand the way Swifties love Taylor or Drake loves the Raptors?
In Creating Superfans, entrepreneur, keynote speaker, and fan-engagement guru Brittany Hodak shares the proprietary five-step SUPER Fan System she developed running successful campaigns and products for globally known brands including Walmart, Disney, Amazon, Katy Perry, the Boston Red Sox, and more. With her trademark mix of humor and sharp business insights, she combines entertaining stories from her years of working with major stars like Dolly Parton and KISS with case studies of familiar brands…
Raised in a Belgian retail store, exceptional customer service was a daily conversation topic with my parents. This upbringing made customer experience a natural part of who I am. Realizing the rarity of such service in the broader world, I delved into studying consumer behavior and how companies can respond effectively. Now, I'm deeply involved in the customer experience field, having authored six books and co-founded Nexxworks, an inspiration agency. I share all my insights freely on social channels, driven by a life goal to help everyone become more customer-centric starting tomorrow.
I am big fan of Shep Hyken and his work. Shep is an incredibly enthusiastic customer experience storyteller, possessing a knack for providing very practical advice to businesses. In this book, he zooms in on one of the most crucial aspects of customer relationships: loyalty.
I fully agree with Shep's viewpoint that many organizations overly concentrate on acquisition, overlooking the fact that cultivating loyal fans and even ambassadors is essential for long-term success.
How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers.
Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from…
Raised in a Belgian retail store, exceptional customer service was a daily conversation topic with my parents. This upbringing made customer experience a natural part of who I am. Realizing the rarity of such service in the broader world, I delved into studying consumer behavior and how companies can respond effectively. Now, I'm deeply involved in the customer experience field, having authored six books and co-founded Nexxworks, an inspiration agency. I share all my insights freely on social channels, driven by a life goal to help everyone become more customer-centric starting tomorrow.
Delivering an outstanding customer experience isn't just about tweaking minor details; it's about continuously reinventing oneself to align with evolving customer expectations.
I found this book unputdownable because it presents a wide array of cases from large companies that have undergone transformative reinventions, akin to a phoenix rising from the ashes.
Peter's skill as a storyteller is exceptional, and his deep, personal involvement in these narratives elevates this book to my all-time favorite on the topic of business reinvention to remain valuable to customers.
I’m passionate about customer experience because it’s the number-one reason businesses succeed or fail. Regardless of the size (or budget!) of your company, you can set yourself apart—and create superfan customers!—by focusing on being exceptional in the areas that really matter. I grew up watching my dad prioritize customer service, first as a fast-food restaurant manager and then at a car dealership, and I know firsthand that how you treat your employees and your customers makes all the difference!
Never Lose A Customer Again is my go-to recommendation for readers that are interested in learning the psychology behind customer loyalty. Joey Coleman details the eight emotional stages that customers go through in the 100 days following a purchase and how you can strategically anticipate their reactions to strengthen your relationships. Everyone that has read Never Lose A Customer Again has told me that it’s helped them improve their relationships with everyone in their lives, not just their prospects and customers.
Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer.
Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences.
While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of…
I am a Creative Director turned Brand Strategist who loves creating clarity for brand transformations. I do so for small companies and Fortune 500s alike, but the thrill is the same. At the end of the day that hands-on (actually more of a ‘brain on’) work coupled with my books on branding and my podcast Hitting The Mark (where I talk with some of today’s most mesmerizing founders about the intersection of brand clarity and startup success) is doing my part in creating more admired brands in this world. I hope the books on this list will inspire and enable you to do the same for your own company.
From brand strategy to design, from validation to cultivation, Marty’s delightful read will make you not only understand what branding is, but you will turn into a design advocate along the way. And, more importantly, it will make you understand what’s at the heart of any great brand: Customer experience. Marty further has a captivating style of storytelling. I promise you won’t be putting this book down once you started. Large typography and fun design make it a quick ‘airplane read,’ which is a format that definitely inspired me as an author.
THE BRAND GAP is the first book to present a unified theory of brand-building. Whereas most books on branding are weighted toward either a strategic or creative approach, this book shows how both ways of thinking can unite to produce a "charismatic brand"-a brand that customers feel is essential to their lives. In an entertaining two-hour read you'll learn:
* the new definition of brand * the five essential disciplines of brand-building * how branding is changing the dynamics of competition * the three most powerful questions to ask about any brand * why collaboration is the key to brand-building…
I am a New York Times #1 bestselling author of more than 10 customer experience and leadership books. When I am not reading and writing, I help leaders and entrepreneurs drive employee engagement, customer loyalty, and referrals.
If only my mail carrier were like Fred… but that’s the point. All of us can “up our game” when it comes to caring for and about others. Mark Sanborn crafted a highly accessible and engaging book that shows how everyone can “be a Fred.” The line between ordinary and extraordinary is less about resources and more about focus and effort.
Mark Sanborn met his postman, Fred, just after he moved to Denver. Fred knocked on his door, introduced himself, and welcomed him to the neighborhood. He also asked Sanborn about himself and how he wanted his mail handled while he was away. Needless to say, Sanborn was shocked. He asked Fred more about his job and how he approached it. Fred's answers inspired him to develop motivational seminars promoting Fred's attitude and approach to life.
To embody the Fred philosophy is to realise and practise that:--Everyone can make a difference--Success is built on good relationships--You must continually create value for…
I'm Professor Emeritus at UCLA and have also been on the faculty of Columbia University and The University of Michigan, where I received my PhD degree. I founded Management Systems Consulting, which works with entrepreneurial firms in the US and globally to scale up, in 1978. I've served on the board of a firm (99 Cents Only Stores) that scaled up and was a NYSE listed firm. I've advised CEOs who have created global champion firms and been recognized as leaders in their space. I've authored or co-authored several books including Creating Family Business Champions; Corporate Culture: The Ultimate Strategic Advantage; Changing the Game; and Leading Strategic Change.
This book is by the founder of a company that has successfully navigated the stages of growth from a start-up to a sustainably successful organization and become a global champion or recognized leader in its space. Accordingly, the book is from the “horse’s mouth.” Schultz and his coauthor take the reader on the journey of the development of one of the classic entrepreneurial successes of our time. He details the challenges, his thinking, and the responses that were made to create the Starbucks of today. The book provided s the reader with a rare opportunity to participate in the Starbucks journey from a vision to the reality of building a great company.
In Pour Your Heart Into It, former CEO and now chairman emeritus Howard Schultz illustrates the principles that have shaped the Starbucks phenomenon, sharing the wisdom he has gained from his quest to make great coffee part of the American experience.
The success of Starbucks Coffee Company is one of the most amazing business stories in decades. What started as a single store on Seattle's waterfront has grown into the largest coffee chain on the planet. Just as remarkable as this incredible growth is the fact that Starbucks has managed to maintain its renowned commitment to product excellence and employee…
Jason Falls is an award-winning marketing strategist, author of three books, and host of two marketing-related podcasts. He has been listed as one of the most influential voices in the world of social media and influencer marketing.
I was so inspired by the “movement” approach Brains on Fire (the agency) presented in this eponymous title, I reached out to work with them. What resulted is an incredible amount of learning beyond the book and another amazing WOM case study for them (and for a non-profit I served). If I hadn’t seen the positive results of the advice doled out in this book myself, I would describe it as the manual on how to build cults … but the good kind.
Develop and harness a powerful, sustainable word-of-mouth movement How did the 360-year-old scissor company, Fiskars, double its profit in key markets just by realizing its customers had already formed a community of avid scrapbookers? How is Best Buy planning to dominate the musical instruments market? By understanding the Brains on Fire model of tapping movements and stepping away from the old-school marketing "campaign" mentality. Brains on Fire offers original, practical and actionable steps for creating a word-of-mouth movement for corporations, products, services, and organizations. It takes you step-by-step through the necessary actions needed to start your own authentic movement. *…
I’ve always wondered why meetings are so terrible. And, why we spend so much awful time in them. So, in my graduate studies, I decided to try to figure that out. What makes meetings good and what makes meetings bad? Then, over the course of a couple decades, I wrote what constituted about 25% of all the science on the topic of workplace meetings. It may be self-proclaimed, but I am the Meeting Doctor. Just like you go to a physician for an illness, I’m who people go to when their meetings are sick and need a cure!
Unfortunately, many of the organizations where people work and serve have allowed biases and stereotypes about people to creep in. I recommend this book because it provides leaders with the knowledge and tools to change that about your organization. To bring about inclusion among all employees in every role throughout the entire organization. As the meeting doctor, I can’t imagine a more pivotal place for inclusion than the workplace meeting, and this book gave me the information and ideas I needed to make that a reality in my organization.
In this groundbreaking new book, organizational psychologist and executive coach Gena Cox shows you how to lead an inclusive organization, from the top down, and to seek solutions to the racially based discontent that pervades many employees' experiences. Drawing on psychological science, corporate leaders, diversity, equity, and inclusion (DE&I), and her own experience in corporate America, Cox explains how to reframe the conversation, so you can more effectively guide the rest of the leaders in your organization. She helps you understand the key questions you should ask, the constituents you must address, and the difficult actions you must take to…
