Directory of Customer Experience Books for Better CX

Best CX Books to Improve Your Customer Experience

The best way to improve your CX skills is to read books by CX experts.  Here's a comprehensive list of top CX books, arranged alphabetically, that will provide customer-centric inspiration and lessons your can apply to your CX work

If we missed any must-reads or any of your favorite CX books, let us know and we'll add them to the list.

Looking for a quick summary of the book? Click on the [Mind Map Book Summary] links for key takeaways from the book. If you're an author and would like a free mind map of your book, contact us for an address where to mail your book. 

Avrin, David. 2019. Why Customers Leave (and How to Win Them Back).

Bacal, Robert. 2010. Perfect Phrases fro Customer Service.

Baer, Jay. 2016. Hug Your Haters: How to Embrace Complaints and Keep Your Customers.

Baer, Jay. 2018. Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth.

Barnes, Roy and Kelleher, Bob.  2015. Customer Experience for Dummies.

Belding, Shaun. 2018. The Journey to WOW: The Path to Outstanding Customer Experience and Loyalty.

Blanchard, Ken. 1993. Raving Fans: A Revolutionary Approach To Customer Service.

Bliss, Jeanne. 2015. Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine.

Bliss, Jeanne. 2018. Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers.

Blount, Jeb. 2013. People Love You: The Real Secret to Delivering Legendary Customer Experience.

Brandt, John. 2019. Nincompoopery: Why Your Customers Hate You--and How to Fix It.

Brown, Linden & Linden, Christopher. 2014. The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance.

Christensen, Clayton. 2016. Competing Against Luck: The Story of Innovation and Customer Choice.

Clatworthy, Simon.  2019. The Experience-Centric Organization: How to Win Through Customer Experience.

Cockerell, Lee. 2013. The Customer Rules: The 39 Essential Rules for Delivering Sensational Service.

Coleman, Joey. 2018. Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days.

Cosseboom, Aarde. 2019. Enable Better Service: A Customer Service Contact Center Story of Breaking Away from the Norm Through Creativity, Technology and Innovation.

Dijulius, John. 2003. Secret Service: Hidden Systems That Deliver Unforgettable Customer Service.

Dijulius, John. 2019. The Relationship Economy: Building Stronger Customer Connections in the Digital Age.

Dixon, Matthew. 2013. The Effortless Experience: Conquering the New Battleground for Customer Loyalty.

Dooley, Roger. 2019. Friction: The Untapped Force That Can Be Your Most Powerful Advantage.

Evenson, Renee. 2017. Customer Service Training 101: Quick and Easy Techniques That Get Great Results.

Farber, Steve. 2019. Love is Just Damn Good Business: Do What You Love in the Service of People Who Love What You Do.

Fitzgerald, Maurice. 2017. Customer Experience Strategy - Design & Implementation: Outgrow your Competitors by making Your Business to Business Customers Happier.

Flynn, Pat. 2019. Superfans: The Easy Way to Stand Out, Grow Your Tribe, and Build a Successful Business.

Franz, Annette. 2019. Customer Understanding: Three Ways to Put the Customer in Customer Experience and at the Heart of Your Business.

Frei, Frances & Morriss, Anne. 2012. Uncommon Service: How to Win by Putting Customers at the Core of Your Business.

Frisch, Randy. 2019. F#ck Content Marketing: Focus on Content Experience to Drive Demand, Revenue & Relationships.

Gad, Thomas. 2016. Customer Experience Branding: Driving Engagement Through Surprise and Innovation.

Gallagher, Richard. 2013. The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations.

Gingiss, Dan. 2017. Winning at Social Customer Care.

Goodman, John. 2019. Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits.

Goulding, Ian. 2018. Customer What: The Honest and Practical Guide to Customer Experience.

Heath, Chip & Heath, Dan. 2017. The Power of Moments: Why Certain Experiences Have Extraordinary Impact.

Hsieh, Tony. 2013. Delivering Happiness: A Path to Profits, Passion, and Purpose.

Hyken, Shep. 2013. Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet.

Hyken, Shep. 2018. The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty.

Hyken, Shep. 2019. Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone.

Kalbach, James. 2016. Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams.

Kaufman, Ron. 2012. Uplifting Service.

Kellman-Baxter, Robbie. 2015. The Membership Economy: Find Your Super Users, Master the Forever Transaction, and Build Recurring Revenue.

Kellman-Baxter, Robbie. 2020. The Forever Transaction: How to Build a Subscription Model So Compelling, Your Customers Will Never Want to Leave.

Klaus, Philipp. 2015. Measuring Customer Experience: How to Develop and Execute the Most Profitable Customer Experience Strategies.

Lundin, Stephen et al. 2014. Fish!: A remarkable way to boost morale and improve results.

Manning, Harley and Bodine, Kerry. 2012. Outside In : The Power of Putting Customers at the Center of Your Business. [Mind Map Book Summary]

Mehta, Nick. 2016. Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.

Meyer, Danny. 2006. Setting the Table: The Transforming Power of Hospitality in Business.

Michelli, Joseph. 2007. The Starbucks Experience : 5 Principles for Turning Ordinary into Extraordinary.

Michelli, Joseph. 2008. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company.

Michelli, Joseph. 2019. The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging.

Morgan, Blake. 2019. The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business.

Novak, David. 2012. Taking People With You: The Only Way to Make Big Things Happen.

Peppers, Don. 2016. Managing Customer Experience and Relationships: A Strategic Framework.

Phelps, Stan. 2012. What's Your Purple Goldfish? How to Win Customers and Influence Word of Mouth.

Pine, Joseph and Gilmore, James. 2019. The Experience Economy: Competing for Customer Time, Attention, and Money.

Reicheld, Fred. 2011. The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World.

Rossman, John. 2019. Think Like Amazon: 50½ Ways to Become a Digital Leader.

Sanders, Betsy. 1995. Fabled Service : Ordinary Acts, Extraordinary Outcomes.

Sarkar, Suman. 2019. Customer-Driven Disruption: Five Strategies to Stay Ahead of the Curve.

Schulze, Horst. 2019. Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.

Shaw, Colin and Ivens, John. 2002. Building Great Customer Experiences.

Shaw, Colin. 2016. The DNA of Customer Experience: How Emotions Drive Value.

Shaw, Colin and Hamilton, Ryan. 2016. The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level.

Shaw, Colin. 2019. Happy Employees Make Happy Customers: How Build Great Employee Engagement to Create a Great Customer Experience.

Solomon, Micah. 2010. Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.

Solomon, Micah. 2012. High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce.

Solomon, Micah. 2016. The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets.

Solomon, Micah. 2020. Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience.

Spector, Robert & McCarthy, Patrick. 2015. The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture.

Stickdorn, Marc & Hormess, Markus & Lawrence, Adam & Schneider, Jakob. 2018. This Is Service Design Doing: Applying Service Design Thinking in the Real World.

Swinscoe, Adrian. 2016. How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing.

Swinscoe, Adrian. 2019. Punk CX.

Tavsan, Nihat. 2018. Customer Experience Management: How to Design, Integrate, Measure and Lead.

Teixeira, Thales. 2019. Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption.

The Disney Institute. 2011. Be Our Guest: Perfecting the Art of Customer Service.

Thompson, Robert. 2014. Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies.

Tincher, Jim and Newton, Nicole. 2019. How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer Focused Change.

Toister, Jeff. 2017. The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.

Ulwick, Anthony. 2005. What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services.

Van Belleghem, Steven. 2020. The Offer You Can't Refuse: What If Customers Want More Than Excellent Service?

Watkinson, Matt. 2013. The Ten Principles Behind Great Customer Experiences.

Webb, Nicholas. 2016. What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint.

Zane, Chris. 2011. Reinventing the Wheel: The Science of Creating Lifetime Customers

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