Will a customer service book help understand customer service trends? Perhaps. There is no dearth for customer service books these days. But have you read the best ones?
We at HappyFox have listed 25 customer service books you should not miss.
Top 25 Books on Customer Service You SHouldn’t Miss Reading
Hope you like them.
25. Chocolates on the Pillow Aren’t Enough: Reinventing The Customer Experience
“It is probably normal for people to assume that the problems they face are tougher than those encountered by past generations”
Being a pioneer in hospitality and travel, Tisch stresses on making customers feel they are contributing to your company and explains it with examples. The way in which he explains the evolution of customer service is what makes this book stand out.
24. The Effortless Experience: Conquering the New Battleground for Customer Loyalty
“Most customers don’t want to be dazzled; they want an effortless experience.”
What are the myths about customer loyalty? What does it mean to delight customers? Backed by their experience at CEB, Matthew, Nick and Rick combine their knowledge to tell you how devoting time for your customer is what makes you boss.
23. Raise the Bar: An Action-Based Method for Maximum Customer Reactions
“All business is about creating the right reactions in your customers.”
Taffer’s methods to show how you can control these reactions are what makes this book a stunning read. A booming restaurant business is the background for his take on gathering customer satisfaction.
22. Customer service for Dummies
“By listening to your customers and providing them with the services and products they really want, you can gain and keep your share of the market.”
The title is self explanatory. The comprehensive guide to providing the basics for selling, upselling, customer satisfaction and customer happiness; this book is the perfect beginner to your customer service career.
21. The Nordstrom Way: The Inside Story of America’s #1 Customer Service Company
“At Nordstrom, we Outservice, not Outsmart”
Nordstrom’s way of doing customer service is renowned world over. They have set the benchmarks for customer service, and in this book, Robert explains how you can do so too.
20. The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
“When a business defies the traditional, when it ‘colors outside the lines’, customers often receive exceptional experiences.”
The Ritz-Carlton hotel is the very definition of luxury and they are the frontrunners in the field of extraordinary customer service. Using 5 important principles, this book takes you through the journey of making your customer experience ‘legendary’.
19. Building Great Customer Experiences
“Companies will first need to recognize that ownership of the customer experience pervades their entire organization.”
Using relevant case studies and detailed examples, this revised edition demonstrates how customer experience has jumped to the top of the priority list, and what you as a company should do to keep delivering it.
18. Getting Naked: A Business Fable about Shedding the Three Fears That Sabotage Client Loyalty
“What makes naked service worthwhile is that it puts us in a position to more effectively help our clients, which of course, is what providing service is all about.”
Does your company have that competitive edge? If you do not, what efforts are you taking to get there? These are some areas addressed in this bestseller written by this highly accomplished consultant and author Patrick Lencioni.
17. Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
“The primary threat to a business today is the perception that all you offer is a replaceable, interchangeable commodity.”
The book explains some otherwise never-to-be-disclosed secrets of building the best customer service organization. With examples from brands who have raked in the money with their principles, this book is a knowledge repository for a customer service representative.
16. Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
“Customer service has become too important to leave to business-as-usual tactical methods.”
Your company’s finances are directly impacted by your customer service. The easiest way to market your company is to get your customers to talk about it. The book explains this and a lot of other simple ideas to get your company’s growth to skyrocket in a short period.
15. Managing the Customer Experience: Turning customers into advocates
“You need loyal customers, not satisfied ones.”
Shaun asks you pertinent questions like how Harley Davidson has continuous growth with such minimal advertising or how Virgin Atlantic is seeing such a massive customer base. He explains the way to turn your customers into advocates for your product in a simple and elegant manner.
14. The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary
“A vision and a plan executed to perfection are what categorize great businesses.”
Starbucks is not the best coffee shop out there. It is better than that. With stocks seeing phenomenal growth year after year, Joseph takes the Starbucks experience as an example to explain how customer service is done.
13. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
“Amaze your employees and they’ll spread the amazement.”
Shep Hyken is no newbie to customer service. His blogs are quite a rage amongst companies. He has just summed up some of his theories under a book, where anybody who upholds these 7 strategies is almost certain to succeed.
12. Secret Service: Hidden Systems That Deliver Unforgettable Customer Service
“Customers are willing to pay a premium to have their needs met and there’s no limit to what they’ll spend if their expectations are consistently exceeded.”
Secret Service reveals some interesting and practical methods to create a consistency in customer satisfaction, employee retention and also discusses some best practices every company has to uphold to keep up the same.
11. Raving Fans: A Revolutionary Approach To Customer Service
“If your customer’s visions and yours do not meet, ask your customer to take his needs somewhere else.”
Ken explains the customer situation in America and uses creative techniques to tackle the various types of customers and methods to please them. Ken shows you the unique concept of turning customers into ‘fans’.
10. Beans: Four Principles for Running a Business in Good Times or Bad
“You’re known by the company you keep.”
This is no self-help book. It takes the journey of a fictional character called David to explain how he competes and triumphs against the Goliaths of this corporate world by creating a successful business around a product.
9. CUSTOMERS FOR LIFE: HOW TO TURN THAT ONE TIME BUYER INTO A LIFELONG CUSTOMER
“We have to realize that there is only one way to differentiate ourselves. And that is through our people.”
They didn’t call this the ‘Book of the year’ for no reason. The updated version tells you how to measure customer satisfaction, set the guidelines and benchmarks and achieve phenomenal growth for your company.
8. What’s the Secret: To Providing a World-Class Customer Experience
“When it comes to products, people are realizing that the cheaper they go, the more it costs them.”
If in a list of 25 books, one author is featured twice, it goes without saying what this author brings to the table. John’s method is truly a world-class method that is proven to help companies bring about an amazing customer experience.
7. Inspired: How To Create Products Customers Love
“Once you’ve decided you have a good opportunity and your company is well-suited to pursue it, someone needs to discover what the solution actually is.”
Why are some products great while some are not? What makes a product successful? Marty brings fresh perspectives towards product growth and shows the way for making stuff your customers love.
6. Be Our Guest: Perfecting the Art of Customer Service
“There are three features of great service moments to keep in mind. They are high-touch, high-show, and high-tech.”
Words like the above could throw you off, but the explanations for those are so mighty simple, Kinni makes customer service look like a Sunday morning walk. It is an unputdownable treasure trove of information for your business.
5. The Thank You Economy
“The only thing that never changes is human nature. Given a choice, people will always spend their money on people they like.”
The above is probably a highly profound description of human nature; that we would love to spend on people we like. If your customers like you, your coffers will never dry. This book teaches how to make them like you. Simple.
4. Customer Loyalty: How to Earn It, How to Keep It
“Perhaps the biggest reason for the disparity between satisfaction rating and repeat purchase is the measurement of satisfaction itself”
You might be doing customer service, but you could just be measuring it all wrong. You could be doing it wrong too. If you’re wondering how to actually go about it, this bestseller is a great place to start.
3. Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
“The surest way to escape market obsolescence is by creating enduring, loyal and ‘human’ relationships with customers.”
Considering the concept of anticipatory customer service was initiated at the Ritz-Carlton and Micah Solomon’s Oasis, it is best learned hearing it from the wizard’s mouth. Micah and Leonardo tell you what the true definition of ‘Customer relationships’ is.
2. Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
“Customer Loyalty is the measure of your present and future success.”
It is the only measure of any company’s success, isn’t it? This book is 2nd best on our list because the methods are so simple, it would be appalling how we couldn’t think of them ourselves. But since you didn’t, go ahead and read the book.
1. Delivering Happiness: A Path to Profits, Passion and Purpose
“I didn’t know why. I just knew I needed to know where my path began. And then just before reality returned and time started moving again, I figured it out.”
This book is the top of our list. There are some reasons why. This is not a self-help book. This does not tell you what your company should do. In fact, it does not give you any directions.
What makes this our best pick is that this is an honest recollection of one of the most successful entrepreneurs in the world. Tony Hsieh explains his mistakes, his learnings and his takeaways from establishing his own little empire on the internet. And that, is exactly why this is simply the best customer service book in the market.
Voice your views
Now that we have summarized our views for you, we would love to hear yours. Let us know if we have missed out any of your favorite books, and also let us know why it tops your charts.
Further, if you have one favorite book from the above, let us know in the comments column why everyone else should read it as well, and we would be happy to read about it.