Subjects / Customer experience management
Best books to learn Customer experience management, in order
Customer experience work spans research, design, and organizational politics, and the books belong in that order: first understand how customers actually experience your company (journey mapping, service design), then the metrics and loyalty economics that make the case, then how to build a customer-obsessed operating culture. Starting with the culture books gives you slogans; starting with journey mapping gives you the evidence that makes executives fund the culture.
Reading paths for customer experience management
The Best Books on Customer Experience Management
Beginner9books52 hrs5 stages
@worksherpa♥ 0
Popular customer experience management books
Related reading
Frequently asked questions
- How should I approach learning customer experience management?
- Customer experience work spans research, design, and organizational politics, and the books belong in that order: first understand how customers actually experience your company (journey mapping, service design), then the metrics and loyalty economics that make the case, then how to build a customer-obsessed operating culture. Starting with the culture books gives you slogans; starting with journey mapping gives you the evidence that makes executives fund the culture.
- What's a good book to start customer experience management with?
- A strong starting point is The Effortless Experience by Matthew Dixon. The ordered reading paths above show exactly where it fits and what to read next.
- What should I read after customer experience management?
- Once you have the fundamentals, explore closely related subjects like Business law and contracts, Employment law, Corporate governance and boards.