The most recommended customer experience books

Who picked these books? Meet our 6 experts.

6 authors created a book list connected to customer experience, and here are their favorite customer experience books.
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Book cover of The Customer Leader

Steven Van Belleghem Author Of A diamond in the rough: Over a 100 specific tips to build a strong customer culture

From my list on From Steven's list on acheiving an awesome customer experience.

Why am I passionate about this?

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.

Steven's book list on From Steven's list on acheiving an awesome customer experience

Steven Van Belleghem Why did Steven love this book?

The quality of customer experience significantly hinges on the leadership within an organization. Rudy and Henry do an excellent job, using compelling examples and anecdotes, to illustrate how C-level executives can adopt a more customer-centric approach in their leadership.

It's notable that few marketing or consumer experts hold C-level positions, with most executives coming from financial or technical backgrounds. In my view, this book is an invaluable resource for such professionals, aiding them in evolving into more effective leaders focused on customer needs.

By Rudy Moenaert, Henry Robben,

Why should I read it?

1 author picked The Customer Leader as one of their favorite books, and they share why you should read it.


Book cover of The Brand Gap

Fabian Geyrhalter Author Of Bigger Than This: How to turn any venture into an admired brand

From my list on on creating an admired brand.

Why am I passionate about this?

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.

Fabian's book list on on creating an admired brand

Fabian Geyrhalter Why did Fabian love this book?

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.

By Marty Neumeier,

Why should I read it?

1 author picked The Brand Gap as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of Pour Your Heart Into It: How Starbucks Built a Company One Cup at a Time

Eric G. Flamholtz Author Of Growing Pains: Building Sustainably Successful Organizations

From my list on the stages and challenges of organizational growth.

Why am I passionate about this?

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.

Eric's book list on the stages and challenges of organizational growth

Eric G. Flamholtz Why did Eric love this book?

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. 

By Howard Schultz,

Why should I read it?

2 authors picked Pour Your Heart Into It as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of I'll Be Back

Steven Van Belleghem Author Of A diamond in the rough: Over a 100 specific tips to build a strong customer culture

From my list on From Steven's list on acheiving an awesome customer experience.

Why am I passionate about this?

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.

Steven's book list on From Steven's list on acheiving an awesome customer experience

Steven Van Belleghem Why did Steven love this book?

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.

By Shep Hyken,

Why should I read it?

2 authors picked I'll Be Back as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of The Phoenix and the Unicorn: The Why, What and How of Corporate Innovation

Steven Van Belleghem Author Of A diamond in the rough: Over a 100 specific tips to build a strong customer culture

From my list on From Steven's list on acheiving an awesome customer experience.

Why am I passionate about this?

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.

Steven's book list on From Steven's list on acheiving an awesome customer experience

Steven Van Belleghem Why did Steven love this book?

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.

By Peter Hinssen,

Why should I read it?

1 author picked The Phoenix and the Unicorn as one of their favorite books, and they share why you should read it.


Book cover of Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days

Brittany Hodak Author Of Creating Superfans: How To Turn Your Customers Into Lifelong Advocates

From my list on turning your customers into superfans.

Why am I passionate about this?

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! 

Brittany's book list on turning your customers into superfans

Brittany Hodak Why did Brittany love this book?

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. 

By Joey Coleman,

Why should I read it?

1 author picked Never Lose a Customer Again as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary Into the Extraordinary

Joseph A. Michelli Author Of The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

From my list on customer service and customer experience.

Why am I passionate about this?

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. 

Joseph's book list on customer service and customer experience

Joseph A. Michelli Why did Joseph love this book?

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.

By Mark Sanborn,

Why should I read it?

1 author picked The Fred Factor as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of Creating Superfans: How To Turn Your Customers Into Lifelong Advocates

Steven Van Belleghem Author Of A diamond in the rough: Over a 100 specific tips to build a strong customer culture

From my list on From Steven's list on acheiving an awesome customer experience.

Why am I passionate about this?

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.

Steven's book list on From Steven's list on acheiving an awesome customer experience

Steven Van Belleghem Why did Steven love this book?

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.

By Brittany Hodak,

Why should I read it?

1 author picked Creating Superfans as one of their favorite books, and they share why you should read it.

What is this book about?

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…


Book cover of The Growth Leader: Strategies to Drive the Top and Bottom Lines

Mike Esterday Author Of Listen to Sell: How Your Mindset, Skillset, and Human Connections Unlock Sales Performance

From my list on improving sales performance.

Why am I passionate about this?

I’ve built my career around the belief that sales is a noble profession and that selling is about uncovering needs, filling needs, and creating value for customers. Things like purpose, ethics and values should be at the center of why someone sells. And those that do will be far more successful. I love these books because they all support these ideas of sales as a career to be proud of, that is necessary and that good salespeople truly put the best interests of their customers first. 

Mike's book list on improving sales performance

Mike Esterday Why did Mike love this book?

Scott advocates for a paradigm shift toward creating consultative relationships that align seamlessly with an organization’s broader business strategies. He also shares the power of aligning strategy, leadership, and sales to achieve sustainable revenue growth.

He shows that what and how you sell determine not just your strategy but who you are as a company. And Scott makes a compelling case for elevating focus on the customer experience. 

By Scott K Edinger,

Why should I read it?

1 author picked The Growth Leader as one of their favorite books, and they share why you should read it.

What is this book about?

Growth is a leadership issue, not a sales issue. However you define business growth-total revenue, net income, margin expansion, number of products and services, or customer loyalty-sustained and strategic growth requires an organization to do more than sell by simply communicating the value of its products or services. It must create value in the way it sells by delivering a compelling experience that adds value beyond the product itself. As a leader, it's your job to build and guide that experience.

The Growth Leader reveals how top executives create profitable growth through the intersection of strategy, leadership, and sales. With…