The Customer Experience Update Stay At Home Reading List

In April 2020, we reached out to our subscribers and asked for book, ebook, and article recommendations so that we could create a reading list that would be useful during your time at home. We hope this list will help you find something new to read and give you useful knowledge to help you grow in your professional life!

Books

Fred Factor, Mark Sanborn.

“The author shares about the level of excellence in mail delivery, provided by his mail carrier whose name is Fred. This book addresses how it is the little things in customer care that make such a big difference.” -Todd Thomsen

The Five Dysfunctions of a Team: A Leadership Fable, Patrick Lencioni.

“It’s my goto for team building and re-building.” -Brent Hill

Measure What Matters, John Doerr.

“Really motivated me to set up Objectives and Key Results for myself and my team.” -Gina Baker

The Grid, Matt Watkinson.

“Although Matt’s previous book is The Ten Principles Behind Great Customer Experience, this book focuses on a decision-making tool to use whenever you are confronting a major decision. CX runs through many of the topics Matt describes in detail but if the reader is interested in making sure that business decisions produce great outcomes then this book is a must-read. A large part of the book goes into deep dives about many of the elements that make up each of the nine high-level elements to be considered. These deep dives form a body of knowledge that each individual who has growth aspirations must be familiar with. I’ve been at this for many years and still used a large number of page flags.” -Sam Klaidman

Contact Center Management on Fast Forward, Brad Cleveland.

“This is the how-to guide for anyone who is tasked with running an effective and efficient contact center. The content is clear, concise, realistic, and provides practical examples and tools that are applicable to contact centers of any size, in any industry, any location. Not only are the foundational elements tried and true, but Brad consistently updates the content to reflect the ever-changing customer experience and contact center landscape.” -Rose Polchin

“I am reading the new version to catch-up on changes in the industry. The principles of engaging with customers (and employees) are more important than ever in this season of change.”-Bob Furniss

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

“I highly recommend it as a great handbook for service excellence for all levels of an organization. It's laid out with short chapters, so you can pick it whenever you have a few minutes to read.” -Kim Barden

What's Your Golden Goldfish, Stan Phelps.

Customer First: How the Best Loved Brands Convert and Retain Customers, Naeem Arif.

The Best Service is No Service: How to Liberate Your Customers From Customer Service, Keep Them Happy, and Control Costs, Bill Price and David Jaffe.

The Cult of the Customer, Shep Hyken.

Never Lose a Customer Again, Joey Coleman.

Articles

Work at Home Call Center Agent – The New Disruptor?, Nick Jiwa.

“Very insightful” -Paul Chaney