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6 Books on Customer Experience That Every Founder Must Read

6 Books on Customer Experience That Every Founder Must Read

Table of Content

You're a founder, a leader, a visionary, but to dominate your market, you need to be a student of customer experience as well.

How to master this crucial business element, you ask? There's a treasure trove of knowledge waiting for you in six essential books that every founder should explore.

These books shed light on the importance of customer experience, offering insights and actionable strategies that could revolutionize your business approach.

So, why not join this enlightening journey and uncover the secrets to create an unbeatable customer experience?

Key Takeaways

  • Customer-centricity is crucial for business success, as it drives loyalty, retention, satisfaction, advocacy, and lifetime value.
  • Building a customer-centric culture within the organization is essential to differentiate from competitors and contribute to growth and profitability.
  • Strategies such as prioritizing empathy, active listening, collaboration, and kindness in business can enhance both B2C and B2B relationships and improve customer service.
  • Fostering creativity, collaboration, and innovation through games and challenging traditional approaches can lead to new ideas and improved customer experiences.

6 Customer Experience Books Every Founder Should Read

If you're a founder looking to improve your business's customer experience (CX), then delving into these books should be on your to-do list. Every business leader should read 'Outside In: The Power of Putting Customers at the Center'. This book not only offers a new approach to customer experience but goes beyond it, sharing real-world stories about the value of a customer-centric approach.

Another must-read is 'Be Our Guest'. This book, penned by the Chief Customer Officer of Disney, offers practical insights into creating great customer experiences. It's one of the 32 books I've read years ago, but its principles are still relevant today.

For those looking for new ideas, 'Gamestorming' is a goldmine. This book helps companies enhance creativity in CX, fostering a culture where customers and employees collaboratively create success.

Furthermore, 'The Power of Nice' gives you something new to consider. It offers a guide to using kindness in business, which can lead to better customer experiences.

Outside In: The Power of Putting Customers at the Center of Your Business

Diving into 'Outside In: The Power of Putting Customers at the Center of Your Business', you'll discover valuable insights from real-world stories of companies like Fidelity and Mayo Clinic, showcasing the significance of customer experience and the six disciplines of CX. This book heavily focuses on customer service, asserting that this is the crux of any successful business.

'Outside In' demonstrates how putting your customers at the center of your strategies can lead to improved customer satisfaction, better business performance, and increased revenue. The authors, Harley Manning and Kerry Bodine, provide actionable advice on how to implement these customer-centered strategies. They stress that it's not just about providing excellent service, but about understanding your customers' needs and expectations.

Even though it was published nearly a decade ago, the principles outlined in 'Outside In' remain relevant today. In our digital age, where customers have more choices than ever, the lessons from this book are increasingly important.

It's a must-read for founders looking to transform their customer service and, by extension, their entire business. After all, a business's success isn't just about what it does, but how it makes its customers feel.

Key Takeaways

As you reflect on these books, consider the major insights they offer.

Focus on the crucial role of customer-centricity and how aligning your operations with customer needs can drive success.

Understand the importance of customer-centricity in driving business success

To fully grasp the importance of customer-centricity, you need to understand how it drives business success by boosting customer loyalty and retention. Implementing customer centric strategies helps increase satisfaction, advocacy, and lifetime value.

Being customer-centric sets you apart from competitors, contributing to business growth and profitability. It's about understanding and anticipating your customers' needs. To excel, you'll need to build a customer-centric culture, develop effective communication strategies, and focus on creating memorable customer experiences.

Learn strategies to align your business operations with customer needs and expectations

Building on the concept of customer-centricity, you'll want to explore strategies that truly align your operations with customer needs and expectations, drawing on the insights provided by proven leaders in the field.

The book 'Outside In' teaches the six disciplines of customer experience (CX), emphasizing the value of a customer-centric strategy.

'Be Our Guest' shares Disney's principles of top-notch customer service.

'Gamestorming' presents nearly 100 innovative games to boost creativity in your CX ideas.

'The Power of Nice' shows you how kindness can enhance B2B or B2C relationships.

Lastly, 'Start Reverse' challenges traditional approaches, encouraging you to create a company's experience blueprint with the end customer in mind.

These books will guide you to align your business operations effectively with customer needs and expectations.

Be Our Guest: Perfecting the Art of Customer Service

Diving into 'Be Our Guest: Perfecting the Art of Customer Service', you'll unearth a treasure trove of insights and principles straight from Disney's playbook. This book isn't just about serving customers, it's about enchanting them. It explores the magic of Service, Cast, Setting, Process, and Integration, all with a focus on fostering customer loyalty.

As a founder, you'll appreciate Disney's approach to customer service, which goes beyond fixing issues and aims to restore relationships. It's about creating memorable experiences that keep customers coming back. You'll learn that successful customer service isn't just about transactions, it's about creating an emotional connection that generates loyalty.

This book serves as a compelling guide, showing you how to embed these principles into your own business. It's not about copying Disney's methods, but about understanding the underlying principles that make them successful. 'Be Our Guest' is a valuable resource, providing you with a fresh perspective on customer service, and teaching you how to make every customer feel like the most important person in the room. If you're looking to elevate your customer service game, this book is a must-read.

Key Takeaways

Now, let's unpack the key takeaways from these insightful books.

You'll learn how to excel in customer service and establish a customer-focused approach in your company.

Understanding these concepts can radically transform your business, helping you build stronger customer relationships and ultimately, a more successful brand.

Discover the secrets behind delivering exceptional customer service

In 'Discover the secrets behind delivering exceptional customer service (Key Takeaways)', you'll find invaluable insights into the six disciplines of customer experience, enhanced by real-world examples from successful companies like Fidelity and Mayo Clinic.

You'll understand the necessity of effective communication strategies that create memorable customer experiences.

This book underscores the role of a Chief Customer Officer in driving customer experience transformation.

Embracing customer-centricity strategies, you'll learn to understand customer needs, build a customer-centric culture and improve your customer service.

With key performance indicators and customer feedback analysis, you can measure and enhance your customer experience.

This book challenges traditional approaches, offering a strategic blueprint for creating a culture centered on exceptional customer service.

Gain insights into creating a customer-centric culture within your organization

Moving on from the exceptional customer service strategies, let's focus on how you can cultivate a culture within your organization that's truly centered on the customer. To achieve this, you must prioritize empathy, active listening, and collaboration among employees.

These collaborative strategies help foster a customer-centric culture. Recognize that being nice in business can powerfully impact both B2C and B2B relationships. Don't be afraid to challenge traditional approaches to building customer experiences. Instead, start with the desired customer experience in mind.

Use the real-world examples from these books to gain insights and apply innovative techniques in your organization. Always improve processes based on customer feedback, and break through with fresh ideas for an enhanced customer experience.

Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers

Diving into 'Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers', you'll discover nearly 100 different games designed to enhance your creativity and generate new ideas for improving customer experience. These gamestorming techniques won't just boost your creativity, they'll also equip you with the tools to think outside the box and break the rules, all in service of your customers.

Even in scenarios where customer feedback is limited, this playbook provides practical methods to innovate and create change. It encourages you to look beyond conventional norms and open your mind to a world of possibilities. By applying these gamestorming techniques, you'll be able to come up with fresh, unique ways to boost your customer experience.

Through this book, you'll understand that improving customer experience isn't just about meeting their needs, but also about surprising and delighting them. It teaches you to be a rulebreaker and a changemaker, to not just respond to changes in the market, but to drive them.

Key Takeaways

As a founder, you've now explored the content of these invaluable books. It's time to reflect on the key takeaways:

  • Techniques to foster creativity
  • Ways to involve customers in product development
  • The power of exceptional customer service

Let's consider how these insights can elevate your business strategy and customer relationships.

Explore innovative techniques to foster creativity and collaboration

Often, you'll find that using nearly 100 games can significantly enhance creativity and spark new ideas for improving customer experience. These games aren't just fun, they're collaborative techniques designed to foster innovation and teamwork. By engaging in these activities, you can generate fresh perspectives and break down barriers that might be hindering progress.

They also encourage communication and understanding among team members, strengthening the overall team dynamic. So, don't underestimate the power of play. It's a key tool in your arsenal for improving customer experience.

Moreover, these insights aren't limited to games. You'll also discover strategies that advocate kindness in business, challenging traditional customer experience approaches, and adapting to the post-digital retail world.

Learn how to engage customers in the co-creation of products and services

If you're looking to foster innovation and boost customer loyalty, engaging them in the co-creation of your products and services can be a game-changer.

Hosting interactive workshops can be an excellent approach to involve customers in the development process. This not only leads to more personalized and innovative offerings but also strengthens your customers' emotional connection to your brand.

By actively participating, they provide invaluable insights and feedback, helping you craft successful and customer-centric solutions. Embracing co-creation also differentiates your business in the market, as it shows your commitment to delivering unique, tailored products and services.

The Power of Nice: How to Conquer the Business World with Kindness

Turning to 'The Power of Nice: How to Conquer the Business World with Kindness', you'll uncover the remarkable power of simple kindness in business. This book isn't just about being pleasant—it's about using kindness as a strategic advantage. It provides actionable steps to activate the lessons learned, whether you're in a B2C or B2B environment.

The authors emphasize the impact of kindness and niceness in conquering the business world. They offer practical insights on how kindness in leadership can generate goodwill, foster positive relationships, and ultimately drive success. By being nice, you're not just creating a pleasant work environment—you're also paving the way for stronger, more fruitful business relationships.

The book's teachings are easily transferable to various business contexts. It's not about being a pushover; it's about understanding the power of respect, generosity, and genuine concern in a world often dominated by cutthroat competition.

Key Takeaways

As a founder, it's critical to understand the power of kindness and empathy in your business relationships.

These books provide strategies for building connections with customers through genuine care and attention.

Let's take a closer look at these key takeaways and how they can enhance your customer experience.

Discover the impact of kindness and empathy in business relationships

In the realm of business, kindness and empathy aren't just feel-good strategies; they're powerful tools that can boost customer satisfaction, loyalty, and ultimately, your bottom line. Embracing these traits can greatly enhance your B2C and B2B relationships, creating a positive, enduring bond with your customers.

By incorporating empathy and active listening into your organizational culture, you're not only prioritizing customer satisfaction and retention, but also differentiating your brand from competitors. Kindness and profitability go hand in hand.

Implementing kindness-driven strategies can lead to improved customer lifetime value and advocacy, contributing to long-term business growth.

Learn strategies to build strong customer connections through genuine care

Building lasting customer connections starts with demonstrating genuine care. This approach can make your business stand out in the competitive market. It's about creating personalized experiences that go beyond sales and building loyalty among customers.

Surprise gestures, for instance, can leave a lasting impression. But it's not just about you. Empower your employees to prioritize customer satisfaction. This fosters a culture centered on the customer, making them feel valued.

Clear, prompt communication is equally important. Leave no room for confusion and keep customers informed. Finally, don't forget to measure and improve. Use KPIs, analyze feedback, and constantly strive for better.

Genuine care is more than a strategy; it's an ethos that can transform your business.

Start Reverse

Challenging traditional approaches, 'Start Reverse' urges you to begin with your desired customer experience and work backward to improve your business strategies. This innovative approach integrates customer centricity techniques and offers a fresh perspective on designing impactful customer experiences.

In 'Start Reverse', you're encouraged to break from the norm. Instead of shaping your strategies first and then tweaking them to fit the customer's needs, you're asked to flip the script. Start by picturing the ideal experience for your customer and then tailor your business practices to deliver that experience.

This way, you design a business model primed for customer satisfaction from the get-go. You'll find that this approach not only benefits your customers, but also streamlines your operations, making your business more efficient.

'Start Reverse' outlines the steps to create your company's experience blueprint. It guides you in making customer experience the heart of your business plan. This new methodology could revolutionize your approach to customer service, turning your business into a customer magnet.

In a world where customer retention is key, embracing the 'Start Reverse' philosophy might just be the game-changer your business needs.

Key Takeaways

Now, let's talk about what you can take away from these books.

These key insights will help you understand the importance of starting with the end customer in mind.

Gain insights into the importance of starting with the end customer in mind

To truly excel in your business, it's essential to start with your end customer's needs and preferences, tailoring your strategies to meet and exceed their expectations. This approach, known as customer empathy, allows you to genuinely understand and cater to your customers' desires.

By prioritizing the end customer's experience, you can guide your company's strategy and operations more effectively. Remember, a customer-centric culture isn't just about sales, it's also about active listening, collaboration, and continuous improvement.

Keep measuring and enhancing customer experience through feedback and key performance indicators. This isn't just vital for growth, but also for setting your business apart. Always keep the end customer in mind, as this is the cornerstone of any successful business.

Learn how to reverse engineer your business processes for better customer outcomes

Diving into the process of reverse engineering in your business can significantly enhance customer outcomes. By beginning with the end experience in mind and working your way backward, you can understand and address customer pain points. This can lead to increased satisfaction and loyalty.

Employing reverse engineering techniques allows you to personalize your products and services based on what you learn from customer insights. This leads to more meaningful interactions and a seamless omni-channel experience.

Reverse engineering also allows you to anticipate customer expectations and preferences proactively. It's a strategic move that ensures your customer service isn't only reactive but also proactive, helping you create better customer outcomes.

Reengineering Retail: The Future of Selling in a Post-Digital World

'Reengineering Retail: The Future of Selling in a Post-Digital World' equips you with a practical blueprint for thriving in retail's new era, seamlessly blending digital and physical aspects of the business. This insightful book offers you a visionary futurist perspective with tangible, tactical steps. It encourages you not to treat retail as binary, but to view it as a harmonious blend of the digital and physical worlds.

A core focus of the book is on customer centric strategies. In today's retail environment, prioritizing the customer is more critical than ever. The book guides you on how to create strategies centered around your customers' needs, wants, and preferences. It emphasizes the importance of understanding your customers, their behaviors, and their engagement with your brand, both online and offline.

'Reengineering Retail' also highlights the importance of innovation and adaptability in the rapidly evolving retail landscape. It provides you with practical tools and insights on how to adapt to changes, stay ahead of trends, and continually reimagine the shopping experience.

This read will surely arm you with the knowledge and inspiration you need to transform your retail business in the post-digital world.

Key Takeaways

Let's delve into the key takeaways from these must-read books, each offering unique insights to revolutionize your approach to customer experience.

'Outside In' teaches you the value of customer empathy, highlighting the importance of understanding your customer's perspective. It pushes you to align your business strategies with your customer's needs, creating an exceptional customer experience that sets you apart from the competition.

'Be Our Guest' emphasizes the importance of service, cast, setting, process and integration. It encourages you to make your business a magical experience for your customers, similar to the Disney model.

'Start Reverse' challenges traditional business approaches, urging you to start with the end customer in mind. It guides you on creating an experience blueprint, ensuring your business consistently delivers a high-quality customer experience.

'The Power of Nice' offers a guide to using kindness in business. It emphasizes the importance of positive B2C or B2B relationships, providing actionable steps to activate these lessons in your business.

'Reengineering Retail' provides a blueprint for success in a post-digital world. It blends the digital and physical worlds, offering tactical steps to adapt your business to the changing retail landscape.

Frequently Asked Questions

What Are the Fundamentals of a Great Customer Experience?

As a business owner, you must understand and meet your customers' needs. This involves experience personalization, effective communication, and quick problem-solving. It's about creating a memorable, seamless journey that fosters loyalty and advocacy.

Who Should Own Customer Experience?

You're in the midst of an 'Ownership Debate.' Realistically, everyone in your company should own customer experience. It's not just a department's task. It's a holistic approach that defines your company's success.

What Is a Customer Experience Guide?

A customer experience guide aids in the implementation of customer-centric strategies. It's an essential resource, offering actionable steps to understand and meet customer needs, thus enhancing their overall satisfaction with your business.

How Do You Describe Customer Experience?

You'd describe customer experience as the perception a customer has of their interactions with a company. It's about how you're treated, how you feel, and if the interaction meets or exceeds your expectations.

What Are Some Books on Customer Experience That Can Help Improve Customer Relations?

Looking to enhance your customer relations key points? Check out “The Effortless Experience” by Matthew Dixon, Nick Toman, and Rick DeLisi, “Hug Your Haters” by Jay Baer, and “Delivering Happiness” by Tony Hsieh. These books offer valuable insights and strategies for improving customer experience and building stronger relationships.


So, there you have it. Six enlightening books to guide you on your journey toward a customer-centric business. Each one is packed with innovative strategies, heartfelt lessons on kindness, and insights into the digital age of retail.

Don't just dream of success, equip yourself with the knowledge to make it a reality. Start with your customers, and watch your business soar to new heights.

Happy reading, trailblazers!