Customer Experience recommended books

A Listmania! list by Paola Miani (Madrid, Madrid Spain)
(REAL NAME)   
The list author says: "List of books recommended by experts"
The Buzz: 50 Little Things that Make a Big Difference to World Class Customer Service
1.  The Buzz: 50 Little Things that Make a Big Difference to World Class Customer Service by David Freemantle
$17.69   Used & New from: $0.01

The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
2.  The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs by Bill Price
$20.00   Used & New from: $0.01
4.7 out of 5 stars  See all reviews (13 customer reviews)

Subject To Change: Creating Great Products & Services for an Uncertain World: Adaptive Path on Design
3.  Subject To Change: Creating Great Products & Services for an Uncertain World: Adaptive Path on Design by David Verba
$17.43   Used & New from: $0.01
3.5 out of 5 stars  See all reviews (22 customer reviews)

Simply Better: Winning and Keeping Customers by Delivering What Matters Most
4.  Simply Better: Winning and Keeping Customers by Delivering What Matters Most by Patrick Barwise
$20.90   Used & New from: $0.01
4.5 out of 5 stars  See all reviews (11 customer reviews)

Shopper Marketing: How to Increase Purchase Decisions at the Point of Sale
5.  Shopper Marketing: How to Increase Purchase Decisions at the Point of Sale by Markus Stahlberg
Used & New from: $2.29
3.5 out of 5 stars  See all reviews (6 customer reviews)

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Revolutionize Your Customer Experience
6.  Revolutionize Your Customer Experience by Colin Shaw
$37.29   Used & New from: $1.14
3.7 out of 5 stars  See all reviews (3 customer reviews)

See, Feel, Think, Do: The Power of Instinct in Business
7.  See, Feel, Think, Do: The Power of Instinct in Business by Shaun Smith
Used & New from: $0.02
5.0 out of 5 stars  See all reviews (2 customer reviews)

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Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right!
8.  Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! by Lior Arussy
$20.73   Used & New from: $0.01
5.0 out of 5 stars  See all reviews (7 customer reviews)

Once a Customer, Always a Customer
9.  Once a Customer, Always a Customer by Chris Daffy
$25.00   Used & New from: $0.01
5.0 out of 5 stars  See all reviews (1 customer review)

Managing the Customer Experience: Turning customers into advocates
10.  Managing the Customer Experience: Turning customers into advocates by Shaun Smith
$27.64   Used & New from: $0.01
4.7 out of 5 stars  See all reviews (11 customer reviews)

Managing Expectations
11.  Managing Expectations by Naomi Karten
$25.16   Used & New from: $0.01
4.5 out of 5 stars  See all reviews (6 customer reviews)

It's Not What You Sell, It's What You Stand For: Why Every Extraordinary Business Is Driven by Purpose
12.  It's Not What You Sell, It's What You Stand For: Why Every Extraordinary Business Is Driven by Purpose by Roy Spence
Used & New from: $1.59
4.8 out of 5 stars  See all reviews (23 customer reviews)

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"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad
13.  "I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad by Jeanne Bliss
Used & New from: $0.01
4.6 out of 5 stars  See all reviews (28 customer reviews)

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Human Sigma: Managing the Employee-Customer Encounter
14.  Human Sigma: Managing the Employee-Customer Encounter by John Howland Fleming
$17.46   Used & New from: $0.01
4.5 out of 5 stars  See all reviews (25 customer reviews)

How Customers Think: Essential Insights into the Mind of the Market
15.  How Customers Think: Essential Insights into the Mind of the Market by Gerald Zaltman
$20.29   Used & New from: $0.23
4.0 out of 5 stars  See all reviews (48 customer reviews)

Four Seasons: The Story of a Business Philosophy
16.  Four Seasons: The Story of a Business Philosophy by Isadore Sharp
$22.11   Used & New from: $0.53
4.6 out of 5 stars  See all reviews (42 customer reviews)

Emotional Value: Creating Strong Bonds with Your Customers
17.  Emotional Value: Creating Strong Bonds with Your Customers by Janelle Barlow
$22.19   Used & New from: $0.01
4.9 out of 5 stars  See all reviews (11 customer reviews)

Eight to Great: Eight Steps to Delivering an Exceptional Customer Experience
18.  Eight to Great: Eight Steps to Delivering an Exceptional Customer Experience by Greg Gianforte
Used & New from: $0.01
5.0 out of 5 stars  See all reviews (1 customer review)

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Be Our Guest: Perfecting the Art of Customer Service
19.  Be Our Guest: Perfecting the Art of Customer Service by Theodore B. Kinni
Used & New from: $1.93
4.6 out of 5 stars  See all reviews (28 customer reviews)

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Domino: How Customer Experience Can Tip Everything in Your Business Toward Better Financial Performance
20.  Domino: How Customer Experience Can Tip Everything in Your Business Toward Better Financial Performance by Linda Ireland
$20.05   Used & New from: $1.32
4.6 out of 5 stars  See all reviews (17 customer reviews)

Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
21.  Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know by Jeffrey H. Gitomer
$18.34   Used & New from: $0.01
4.3 out of 5 stars  See all reviews (132 customer reviews)

Customer Genius
22.  Customer Genius by Peter Fisk
$20.14   Used & New from: $7.83
5.0 out of 5 stars  See all reviews (1 customer review)

Customer Experience Strategy-The Complete Guide from Innovation to Execution- Hard Back
23.  Customer Experience Strategy-The Complete Guide from Innovation to Execution- Hard Back by Lior Arussy
$36.62   Used & New from: $28.82
5.0 out of 5 stars  See all reviews (4 customer reviews)

Clued In: How to Keep Customers Coming Back Again and Again
24.  Clued In: How to Keep Customers Coming Back Again and Again by Lewis P. Carbone
Used & New from: $0.01
4.6 out of 5 stars  See all reviews (14 customer reviews)

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Change by Design: How Design Thinking Transforms Organizations and Inspires Innovation
25.  Change by Design: How Design Thinking Transforms Organizations and Inspires Innovation by Tim Brown
$19.56   Used & New from: $11.08
3.9 out of 5 stars  See all reviews (99 customer reviews)

Building Great Customer Experiences, Revised Edition (Beyond Philosophy)
26.  Building Great Customer Experiences, Revised Edition (Beyond Philosophy) by Colin Shaw
$30.11   Used & New from: $1.41
4.3 out of 5 stars  See all reviews (13 customer reviews)

The DNA of Customer Experience: How Emotions Drive Value
27.  The DNA of Customer Experience: How Emotions Drive Value by Colin Shaw
$48.89   Used & New from: $11.40
4.3 out of 5 stars  See all reviews (7 customer reviews)

The Experience Economy: Work Is Theater & Every Business a Stage
28.  The Experience Economy: Work Is Theater & Every Business a Stage by James H. Gilmore
Used & New from: $0.01
4.3 out of 5 stars  See all reviews (57 customer reviews)

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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
29.  The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph A. Michelli
$16.28   Used & New from: $2.59
4.3 out of 5 stars  See all reviews (48 customer reviews)

The Nordstrom Way: The Insider Story of America's #1 Customer Service Company (Norddstrom Way)
30.  The Nordstrom Way: The Insider Story of America's #1 Customer Service Company (Norddstrom Way) by Robert Spector
Used & New from: $0.01
4.6 out of 5 stars  See all reviews (19 customer reviews)

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The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
31.  The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference by Claes Fornell
$15.21   Used & New from: $0.01
4.8 out of 5 stars  See all reviews (4 customer reviews)

The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary
32.  The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary by Joseph A. Michelli
$18.26   Used & New from: $0.01
4.0 out of 5 stars  See all reviews (92 customer reviews)

What Customers Really Want: Bridging the Gap Between What Your Company Offers and What Your Clients Crave
33.  What Customers Really Want: Bridging the Gap Between What Your Company Offers and What Your Clients Crave by Scott McKain
Used & New from: $0.01
4.4 out of 5 stars  See all reviews (5 customer reviews)

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Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives
34.  Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives by Emily Yellin
$10.40   Used & New from: $2.02
4.1 out of 5 stars  See all reviews (30 customer reviews)

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Author

Paola Miani (Madrid, Madrid Spain)
(REAL NAME)   
Qualifications: User experience consultant
Last updated: 4/3/10
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