The ultimate customer

experience reading list

Customer experience helps you and your business stand out from the crowd and
new books hit the shelves daily to show you how. Need a shortlist of the
must-reads? We’ve got you covered. Our team of industry thought leaders voted
on newer popular titles and foundational reading for CX — these are the winners.

Happy reading!
The Power of Moments: Why Certain Experiences Have Extraordinary Impact
By Chip and Dan Heath

Moments are the building blocks of experiences. Few understand this as well as the Heath brothers who explain how our
most powerful positive moments revolve around elevation, insight, pride, and connection. Learn how to expertly craft
experiences that can make or break customer loyalty, buying behavior and more in the Heath brothers breakthrough
follow up to their best selling novel, Made to Stick.

Would You Do That to Your Mother?: The "Make Mom Proud" Standard
for How to Treat Your Customers
By Jeanne Bliss
Picture your mom on the business end of a cash register or browsing your company website. You want her to have the
best experience possible. Now, apply that metric to all your customers. Jeanne Bliss’s five-step program is required
reading for improving customer experiences and transforming culture all around a simple idea of making your parents
proud and following the golden rule.

Measure What Matters: How Google, Bono, and the Gates Foundation
Rock the World with OKRs
By John Doerr
Achieving a goal the right way is as important as the goal itself. And the best way to discern the effectiveness is with clear
and intentionally measurable outcomes. With so much to accomplish, how can you best allocate your resources? Let
John Doerr show you the ropes that executives at Google, Intel, and more used to climb to where they are now.

The Effortless Experience: Conquering the New Battleground

for Customer Loyalty
By Matthew Dixon, Nick Toman, and Rick DeLisi
Customers want to be surprised and delighted at every step, right? Well, it’s a little more nuanced than that. There’s more
than one way to impress a customer. While some experiences call for big impact moments, many others are about
creating an easy path that the customer doesn’t even have to think about. The Effortless Experience will help you unlock
approaches to win loyalty in ways you never have before, big and small.

Hug Your Haters: How to Embrace Complaints and Keep Your Customers
By Jay Baer

Where are you going to find the most useful feedback? The five-star reviews or the one-star reviews? Believe it or not,
your haters may be a more insightful and more motivating camp within your customer base than you'd anticipate. They
have the insights you need to course-correct and keep old customers standing in line with new ones.

The Wallet Allocation Rule: Winning the Battle for Share

By Timothy Keiningham, Lerzan Aksoy, Luke Williams with Alexander Buoye
All the positive reviews in the world don’t add up to a payday. True customer loyalty is reflected by the share of wallet you
command. If you’re in the business of maximizing profits, this book can show you what actually drives customer
spending and track the metrics that lead to dollar signs.

The Experience Economy

By Joe Pine
It’s no secret why you shop where you do. You can find what you need at many stores, but the one that wins your loyalty is
the one that provides the best experience. It’s tough to stand out in a saturated market but Joe Pine will teach you how in
his foundational book of CX and EX which continues to influence the market today.