2023年客戶體驗(yàn)閱讀清單：10本書可以贏得客戶忠誠(chéng)度+10+books+to+win+on++customer+loyalty

2023CUSTOMEREXPERIENCEREADINGLIST

customerloyalty

10bookstowinon

Our

2023GlobalConsumerTrendsreport

revealedthatwinningcustomerloyaltyintoday’suncertaineconomicenvironmentrequiresdoublingdownonhumanconnectionwithyourcustomers.Ourcustomerexperienceexpertshavecompiledalistoftopreadstohelpyoubuildtheagilityandempathyneededtodojustthat,soyoucanoutpacecompetitorsduringtheyearahead.

Availableformats:PrintDigitalAudiobook

BuilttoWin:DesigningaCustomer-CentricCulturethatDrives

ValueforYourBusiness

By:AnnetteFranzBuildingonthepremisethatcustomersarethecenterofanybusiness,Franzputsthecustomerbackintocustomerexperiencewith10criticalprinciplestobuildacustomer-?rstfoundationandculturewithinyourorganization.

Whyweloveit:Franzaddressestheneedsofmodernleadersandempowersthemtotakebackcontroloftheirorganizations'success.

ThinkAgain:ThePowerOfKnowingWhatYouDon'tKnow

By:AdamGrant

AdamGrant'sexperienceinorganizationalpsychologycanbefeltwitheachwordinthisbook.Grantdetailshowtopursuetruthlikeascientistratherthanseekingvalidationfromourownlimited,narrowperspectives.

Whyweloveit:Thepracticeofunlearningandre-educationisever-presentintheconstantlyevolvinglandscapeofcustomerexperience.Youcan?ndmorecontentonthistopicfromGrantonhispodcast,ReThinking.

ExperiencingDesign:TheInnovator'sJourney

By:JeanneLiedtka,KarenHoldandJessicaEldridge

Thisbookcombinesdecadesofresearchondesignthinkingtoshowcasehowto

useitsprinciplestocreatemeaningful,transformationalexperiences.Readersarechallengedtodisrupttheirstatusquointhepursuitofinnovation,allwhilelearningaboutthescienceandpracticalitiesofdesign.

Whyweloveit:ThisbookspeakstosomeofthebestpracticesweseeCXleadersusing,makingitamustaddtoyourbookshelf.

EmpathyInAction:HowToDeliverGreatCustomerExperiencesAtScale

By:TonyBatesandDr.NataliePetouho?Mostcustomerinteractionsarenotgoingtofollowyouragents’scripts,andnochatbotwillhavetheabilitytoprovideanempatheticexperiencethatcustomersvalue.TonyBates,CEOofGenesys,alongwithresearcherandCXevangelist,Dr.NataliePetouho?,explainthestrategiesandtechnolo-giesthatcanjumpstartyourorganization'sempathyengineandmakethatthecoreofyourbusiness.

Whyweloveit:Theauthorsclaiminthisbookthatempathyisthenextfrontierintechnology–andour

2023GlobalConsumerTrendsreport

showsyourcustomersagree.

Availableformats:PrintDigitalAudiobook

De?neAndDeliverExceptionalCustomerService:

ProvenStrategiesToMaximizeYourPro?ts

By:Dr.KellyHenryWhethersmallorlarge,digitalorbrickandmortar,thekeydi?erentiatorthatwillimproveyourbottomlineiscustomerservice.Dr.Henrypaintsafullpictureoftherolethatcustomerserviceplaysinorganizationalsuccess.

Whyweloveit:Thisbookhasincrediblereviewsforareason–itsabilitytoconnectcustomerservicetobusinessoutcomesisnottobemissed.

AComplaintIsAGift:HowToLearnFromCriticalFeedbackAndRecoverCustomerLoyalty

By:JanelleBarlowProvidinginsightfromover10,000customersintheNationalCustomerRagestudy,Barlowprovidesacomprehensivesetofstepsandformulastohelporganizationsachievecustomersatisfactionandloyaltybeyondthestatusquo.

Whyweloveit:Barlowprovides3stepguidestogiveyourcustomerstheexperiencetheydeserveandyouremployeestheemotionalresiliencerequiredinatimethatistryingforeveryone.

TheFourCXPillarstoGrowYourBusinessNow:

TheCustomerExperienceManagerPlaybook

By:AdrianL.Brady-Cesena

GuidedbyfourCXpillars(Team,Tools,Processes&Feedback)Brady-Cesenaremindsusthatthecustomerserviceexperienceiscriticalforbusiness–soyoucanscaleandgrow.

Whyweloveit:Notonlyisthisbookavaluableintroductiontothefoundationofcustomerexperience,butBrady-Cesenaalsohasapodcastseries–TheCXChroniclesPodcast–foryourongoingCXeducationtoolkit.

Uncopyable:HowToCreateAnUnfairAdvantageOverYourCompetition

By:SteveMillerMillerarguesthatwhatcustomerscraveissomethinguncopyable,andthat'swhatkeepsthemcomingback.Hisworkurgesyoutocreateyourownboxratherthan?ttingintoanexistingone.

Whyweloveit:Thisisamustreadforourcurrenteconomicenvironment,whereit’smoreimportantthaneverforleaderstoo?erexperiencesthatcustomerswillpayforandstayfor.

Availableformats:PrintDigitalAudiobook

TheIntuitiveCustomer:7ImperativesForMovingYour

CustomerExperiencetotheNextLevel

By:ColinShaw&RyanHamiltonShawandHamiltonprovideabalancedviewofconsumersfromapsychologicalstandpointthatisoftendismissedinorganizationstoday.Theirworkemphasizestheopportunitythispresentstoorganizationswhoarecreatingmeaningfulexperiencestotheirintuition-ledcustomers.

Whyweloveit:ShawandHamiltonarebringingthethemeofhumanconnectionbackintotheforefrontofnotonlymarketinge?ortsbutbusinessstrategyasawhole.Youcan?ndmorecontentfromShawandHamiltonontheTheIntuitiveCustomerpodcast.

DoB2BBetter:DriveGrowthThroughGame-