May 4, 2020

Experience Better (And More Productive!) Couch Time

As CX experts, we’re constantly reading up on all that’s new and trending in the customer experience world. We thought we’d share what’s been keeping us up at night–in a good way!

Whether you’re looking to ramp up your CX initiatives or simply want some inspiration, here are a few book recommendations to bring you up to speed on best practices, trends, and tips that are sure to ignite your customer experience efforts.


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

Discover how to leverage convenience as a powerful way to differentiate yourself from your competition. In this book, you’ll learn six compelling strategies to help you remove friction by focusing on convenience for your customers.



2. Contagious: Why Things Catch On by Jonah Berger

In Contagious, the author reveals the secret science behind word-of-mouth and social transmission. Discover how six basic principles drive all sorts of things to become contagious, from consumer products and policy initiatives to workplace rumors and YouTube videos.



3. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon

Take a fascinating journey deep inside the customer experience to reveal what really makes customers loyal and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using these principles with great results.



4. The Power of Moments: Why Certain Experiences Have Extraordinary Impact by Chip Heath and Dan Heath

Explore why certain brief experiences can jolt us and elevate us and change us and how we can learn to create such extraordinary moments in our life and work. This book delves into some fascinating mysteries of experience: Why we tend to remember the best or worst moment of an experience, as well as the last moment, and forget the rest. 



  5. Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine

In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it? Based on fourteen years of research by the customer experience leaders, this book offers a complete roadmap to attaining the experience advantage.



If you’re looking for industry-specific 

1. Rethinking Utility Customer Care – Satisfying Your Always-connected, Always-on Customers  by Todd Arnold

Utilities are adopting digital communication to connect to the grid, the meter, and the customer. Todd Arnold, industry veteran with over 40 years’ experience, examines the convergence of these two trends–the “smart customer” with smart energy-revealing the implications, challenges, and opportunities for utility customer service.



2. Profiles in Excellence: Utility Chief Customer Officers by Penni Mclean-Conner

This book offers a powerful and pragmatic road map for the quest for utility customer-centricity. It shares the stories of eight all-star chief customer officers who have demonstrated success in creating a customer-focused culture, developing a team dedicated to customers and providing valued customer-facing products and services.