In the spirit of adding to the noise of setting goals and self improvement in the new year, let’s pile some ACTUALLY helpful reading material for your business. Some books are a “nice to read” but these 3 are full of practical tips and insights on how to improve your general customer experience AND increase your sales (which is really the point of an improved customer experience. Elevate your service game with these easy and fun reads:
1. Service Habits by Jaquie Scammel
Jaquie is one of our favourite customer experts out there and her book, “Service Habits” is a game-changer for frontline workers and business owners alike looking to enhance their customer interactions. With a focus on cultivating positive service habits, Scammel provides readers with a blueprint for creating lasting, meaningful connections. The book is an easy read, in everyone’s favorite way to read – a list! It’s filled with 21 habits, relatable anecdotes and actionable insights that empower individuals and organizations to adopt customer-centric practices effortlessly.
One of our favorites is how the customer experience is a direct effect of the employee experience. You can’t separate the two!
2. Customer Magic by Joseph Michelli
“Customer Magic” delivers a thorough breakdown of the Macquarie Consulting Group’s ways of working and what makes them standout in an industry KNOWN for bad customer experience. Michelli breaks down the strategies they employ to create employee ownership of experience and unforgettable customer interactions. The book not only shares an in-depth look at their inner working and analytics, but also provides a roadmap for implementing these magical techniques in your own business.
It will shine a different light on how you think about measuring the customer experience with data and NPS.
3. The Effortless Experience by Matthew Dixon
If you can only read one book, read this one!
This book might change everything you think you know about customer experience. It challenges traditional notions of why customers choose to stay with a complany by exploring the concept of reducing customer effort. Through research-backed insights, customer retention is given a fresh perspective, emphasizing the importance of making interactions as smooth and effortless as possible versus surprising and delightful. This book will make you look at customer interactions in a brand new way to ultimately say, ‘How can we make this as easy as possible for the customer’?
That is a philosophy we have adopted at The Customer Connexion and implement it with our clients across the entire experience in order to increase sales.
Whether you’re a seasoned professional or just starting in the customer service arena, these books offer a wealth of knowledge to help you create amazing and meaningful customer experiences.
Kick off 2024 with a fresh perspective on the Customer!
