Reading List

Contagious: Why Things Catch On is a dive into the concept of viral marketing and how something can be shared to the point of being a cultural phenomenon.

This book is actually a compilation of some of the best works on Mass Customization from 10 Harvard Business Review articles, edited by James Gilmore and Joe Pine.

The authors provide a comprehensive overview of the customer experience, drawing on previous relevant works and providing a detailed and well-written guidebook for business practitioners interested in the subject.

In this third edition, the author sets out to give a comprehensive model for development and use of customer satisfaction questionnaires. This edition contains additional information about customer loyalty measurement.

This book has three main areas of focus: know your customer; improve your processes; and extend your processes beyond your enterprise to cover the complete value chain.

Chris Anderson argues that 80/20 rule applies in traditional retail channels, while in the online world, the ’98 percent’ rule applies. Mass culture is disappearing, being replaced by several niches.

Shaw gives a broad overview of the customer experience and its importance to companies in today’s competitive environment, noting that research shows that 50% of customer purchase experience is emotional.

What Women Want focuses on the female shopper and her growing presence in the global marketplace, identifying just exactly what constitutes the personality and needs of the modern woman shopper.

Dan Pink examines how companies can revamp their approach to motivating employees. This comes down to giving employees autonomy, mastery, and purpose, in lieu of traditional ‘carrot and stick’ approaches.

This is one of Gladwell’s best-known works. In it, Gladwell seeks to explain mysterious sociological changes – specifically, how it is possible for momentous, dramatic changes to happen seemingly overnight.

Jeff Toister is a customer experience author, consultant, and trainer. His book provides a unique guide of useful tips which emphasize customer service skills that also trickle into relationship building.

Ricardo Semler explains why we need to move in the direction of a “work culture” and environment that emphasizes opportunities for employees to be happy and independent.

Andrew Reise Consulting combined the knowledge of their team to collectively compose a novel that highlights the risks of failure in the customer experience realm.

The book is organized into 2 main sections, the first explains value and experience for the customer, the second explains how any company can create value through experience.

Culture Code is written by a cultural anthropologist and marketing expert who worked on pioneering international marketing projects for many Fortune 500 companies, such as helping Nestle sell coffee to the Japanese.

This book is about customer experience and how to implement it, stressing that customer experience is sustained not just by customer-facing elements but by the entire organization behind the scenes.

A follow-up to The DNA of Customer Experience, which takes a more futuristic view of customer experience and trends which are shaping it. The book describes components of three major trends.

In Customer Loyalty, the author begins with a short introduction to customer loyalty, drawing distinctions between increasing market share and building loyalty, and how a market strategy can limit loyalty.