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10 Best Customer Experience Books of All Time

Kate Williams

Last Updated:  

28 August 2023

7 min read

Are you skimming through the next set of books to add to your reading list? Oh! We have a bibliophile here, don’t we? Welcome to the club, friend.
If Customer experience is your next target, don’t worry; we’ve got you covered. Our team sat down for 5 days and 6 nights to read the best customer experience books and curated the perfect list just for you!

Again, before you dive in, here’s some trivia. Do you know what we call someone who reads too much? (As if it ever could be too much)
It’s a Bibliobibuli! Interesting right?

Why Read the Best Customer Experience Books?

Firstly, let’s see why we must read customer experience books. This is for those novices lurking out there. 

Honestly, these books serve as your road map if you are dedicated to providing remarkable customer experiences and encouraging customer loyalty. They act as a compass for you as you navigate the vast ocean of business strategies by providing you with knowledge of the ideas, methods, and psychological underpinnings of exceptional customer experiences.

Here are a few reasons why diving into these books is a game-changing move:

1. Strategic Insights

Customer experience books provide you with a holistic understanding of CX strategies. They unveil the psychology behind customer behavior, enabling you to design experiences that resonate.

2. Practical Techniques

Gain access to practical techniques and tools that can be implemented across various touchpoints. These books offer actionable steps to elevate your CX game.

3. Real-life Examples

Learn from the triumphs and challenges of renowned brands. The best books include case studies that spotlight successful customer experience implementations.

4. Innovation and Adaptation

The customer landscape is dynamic. These books keep you updated with the latest trends, ensuring your strategies remain relevant.

Now you see how these books play a major role in shaping your CX, right? Since that is sorted, we can look into the 10 best customer experience books.

10 Best Customer Experience Books

Here’s the list to make it easy:

  1. Empathy in Action- Tony Bates and Dr.Natalie Petouhoff
  2. A Complaint Is a Gift- Janelle Barlow
  3. Designing Experiences- James Robert Rossman and Mathew D. Duerden
  4. The Cult of the Customer- Shep Hyken
  5. Think Again- Adam Grant
  6. The Ten Principles Behind Great Customer Experiences- Matt Watkinson
  7. The Disruption Mindset- Charlene Li
  8. Outside In- Harley Manning, Josh Bernoff, and Kerry Bodine
  9. The Experience Economy- B. Joseph Pine II and James H. Gilmore
  10. Uncopyable- Steve Miller

1. Empathy in Action: How to Deliver Great Customer Experiences At Scale

Authors: Tony Bates and Dr. Natalie Petouhoff


Empathy in Action isn’t your typical book; it’s a roadmap to mastering the magic of empathy in the realm of customer experiences. Tony and Natalie spill the beans on how to infuse empathy into every interaction, creating moments that stick.

Now, here’s the cool part. You’ll wade through the nitty-gritty of empathetic communication—not just the fluff but the science behind it. But hold on; we’re not stopping there. You will dive into the world of data-driven empathy, where insights become your compass to personalize experiences and predict customer needs.

Plus, the book doesn’t just deal with soft skills but also talks about measurable impact. 

Read Here: Amazon

2. A Complaint Is a Gift, 3rd Edition: How to Learn from Critical Feedback and Recover Customer Loyalty

Author: Janelle Barlow


“A Complaint Is a Gift” is your backstage pass to mastering the art of handling criticism like a pro. In this third edition, get ready to unlock the secrets of transforming those seemingly pesky complaints into powerful tools for customer loyalty.

Janelle Barlo shows you how to dissect critical comments, extracting invaluable insights that can reshape your business. Ever wondered how to recover customer loyalty after a mishap? Say no more—this book spills the beans on turning a complaint into an opportunity for redemption.

We’re talking about practical strategies that go beyond theory. Dive into real-life examples, case studies, and step-by-step techniques that guide you in the art of turning feedback into action. With Janelle by your side, you’ll learn how to listen, respond, and emerge stronger than ever. 

Read Here: Amazon

3. Designing Experiences

Authors: James Robert Rossman and Mathew D. Duerden


This book is your ultimate guide to crafting interactions that leave a lasting impact.

Think of it as your creative workshop, where you’ll learn how to design experiences that captivate, engage, and resonate. From the foundations of experience design to the intricate details that make each interaction unforgettable, this book is a treasure trove of insights.

Imagine gaining the ability to step into your customers’ shoes and create moments that matter. With real-world examples and practical techniques, you’ll be equipped to shape emotions, reactions, and memories. Whether you’re a seasoned professional or a curious explorer, “Designing Experiences” is your passport to mastering the art of crafting experiences that truly shine.

Read Here: Amazon

4. The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists

Author: Shep Hyken


Shep Hyken is your guide to tapping into the power of exceptional experiences. Think of this book as your roadmap to mastering the art of turning transactions into relationships.From captivating anecdotes to practical strategies, “The Cult of the Customer” delves into the core of building unwavering loyalty. Shep’s insights, drawn from real-world success stories and case studies, unveil the path to exceeding expectations, consistently surprising and delighting, and ultimately crafting a customer experience that goes beyond satisfaction. The brilliant mind of the author takes center stage, revealing the secrets to transforming mere satisfied customers into nothing short of devoted evangelists.

Read Here: Amazon

5. Think Again: The Power of Knowing What You Don’t Know

Author: Adam Grant


Think again talks about the significance of unlearning and rethinking. Grant presents a compelling case for continuous growth, demonstrating how individuals can enhance decision-making and problem-solving through deliberate reconsideration. By weaving together captivating anecdotes, thorough research, and actionable insights, the book offers a roadmap for nurturing a mindset of curiosity and adaptability.

Grant illustrates how fostering a culture of open-mindedness and intellectual humility can revolutionize teams and organizations. He emphasizes the value of constructive disagreement and the importance of seeking out diverse perspectives.

Read Here: Amazon

6. The Ten Principles Behind Great Customer Experiences

Author: Matt Watkinson


Real-world examples, case studies, and insightful narratives breathe life into these principles, showcasing their application in successful organizations. Regardless of your background, whether you’re a seasoned professional or a novice, this book empowers you to redefine your approach to customer engagement.

The true essence of “The Ten Principles Behind Great Customer Experiences” lies in its fusion of theory and practicality. As you navigate through these principles, you’ll not only gain valuable insights but also concrete strategies that elevate your brand’s interactions. Armed with this knowledge, you’ll be prepared to create a consistent stream of positive moments that resonate and foster unwavering loyalty.

Read More: Amazon

7. The Disruption Mindset: Why Some Organizations Transform While Others Fail

Author: Charlene Li


This thought-provoking book explores the critical question of why certain organizations thrive amidst disruption while others falter. Li takes readers on a compelling journey through the mindset shifts, strategies, and approaches that separate successful transformation from inevitable failure.

It is, honestly,a guidebook of actionable steps. Li empowers readers to cultivate the mindset and capabilities needed to drive meaningful change within their organizations. She showcases the importance of continuous learning, agility, and the ability to challenge conventional wisdom.

Read Here: Amazon

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

Authors: Harley Manning, Josh Bernoff, and Kerry Bodine


Imagine a business landscape where every decision and every strategy, revolves around the customer. Through insightful stories, real-world examples, and actionable insights, “Outside In” showcases how prioritizing customers isn’t just a good idea; it’s a game-changer. Dive into the strategies that pioneering organizations have embraced to create exceptional experiences that drive loyalty, engagement, and growth.

But this book isn’t just about theory; it’s a roadmap to transformation. “Outside In” equips you with practical tools to infuse customer-centricity into your business DNA. Whether you’re a seasoned executive or an aspiring entrepreneur, you’ll discover the art of understanding customer needs, aligning processes, and fostering a culture that puts the customer at the center.

Read Here: Amazon

9. The Experience Economy, With a New Preface by the Authors: Competing for Customer Time, Attention, and Money

Authors: B. Joseph Pine II and James H. Gilmore


This book is a strategic blueprint. Discover how businesses can pivot towards creating value through experiences that stand out in a crowded market. Pine and Gilmore provide actionable frameworks to guide organizations in crafting moments that are not only memorable but also drive economic growth.

By the time you close the final chapter, you’ll not only grasp the essence of the experience economy but also possess the insights to reshape your business strategy.

Read Here: Amazon

10. Uncopyable: How To Create An Unfair Advantage Over Your Competition

Author: Steve Miller


Through compelling narratives, real-world examples, and actionable strategies, Uncopyable deciphers the essential components that set you apart in a world of clones. From tapping into consumer psychology to fostering innovation, the book serves as your guide to crafting an unbeatable edge. As you journey through its pages, you’ll not only gain a fresh perspective on competition but also be armed with strategies to position yourself as the undisputed leader in your field.

Read Here: Amazon

Wrap Up!

And there you have it. We hope that this carefully handpicked list of the best customer experience books will be of use to you. Keep in mind that these books are your treasure trove of insights, your roadmap to transforming your business, and your secret weapon to outshine the competition. Moreover, the journey to exceptional Customer experiences is a continuous one, filled with opportunities to innovate and excel.

But what’s next? How about exploring these principles firsthand? SurveySparrow offers the tools to gather real-time feedback, ensuring your efforts align perfectly with your customers’ desires. So, get set on this journey armed with knowledge and action – your customers are waiting for the experiences only you can craft. Ready to make every moment count?

Try it out for free!

Kate Williams

Content Marketer at SurveySparrow

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