5 Business Customer Service Books You Should Read
Although you’ll need to provide quality products or services, the customer experience you provide can determine if you have return patrons. In fact, according to Epsilon, 80 percent of consumers are more likely to become consistent customers if the business provides a personalized experience.
Clearly, providing good customer service should be among your most important business metrics and something every business owner should continue to learn about. One way to learn about refining your business’s customer experience is to read customer service-related books. In this post, we’ll list five books you can read to brush up on your customer service skills and develop your business’s customer loyalty.
1. The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell
Cockerell is the former Executive Vice President of Walt Disney World and spent more than 40 years in the hospitality industry. Disney is known for their superior customer service, so Cockerell has plenty of insights to provide. In this book, he lists 39 rules for creating an environment that delights the customer. Each rule is its own short chapter, so you can read one rule a day in just over a month. The rules are universal, and can apply to your business no matter the size or industry. This is also a great book for your business’s managers to read, as they can teach their teams about great customer service.
2. The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World by John R. DiJulius III
DiJulius provides a roadmap to creating an organization that exudes high-quality customer service. He believes that if businesses treat their employees and customers better, people will be happier which will lead to a better world.
If your company is doing everything right and you’re still not making the money you want, you might need to improve your customer service. He provides techniques on how to personalize your customers experience, and gives examples from top companies like Amazon, Google, and Zappos.
3. Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei and Anne Morriss
In today’s competitive economy, customer service can be used as a competitive advantage. The authors of this book point out that many companies put service on the back burner, and only delight the customer when an issue arises. They force you to look at your business and ask tough questions about your brand, like how your customers define excellence, and how you empower your employees to provide excellent service. This book is great for business owners who want easy and practical customer service advice.
4. The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture by Robert Spector and BreAnne O. Reeves
Nordstrom is known for customer service, so Spector wrote an entire book about the company in the 1990’s. This updated edition shows that the retail giant is still a customer service powerhouse that empowers employees to think like the customer and creates an easy to use platform across all customer touchpoints. Forbes named this book a top ten business book for 2017 because Nordstrom has maintained a stellar reputation for more than 100 years. You can benefit from this book if you’re looking to elevate your company’s customer service.
5. The Customer Manifesto: How Business Has Failed Customers and What It Takes To Earn Lasting Loyalty by Pamela Herrmann
Herrmann has helped thousands of small business owners grow their revenue and attract customers. According to her book, 80 percent of businesses believe they’re providing a great customer experience, but only eight percent of consumers agree. In the book, she posed the question, “what does a business have to do to earn your loyalty” to an audience of consumers. This book is a collection of stories and insights from those responses. If you want to build a foundation of long-lasting customers, you’ll want to read Herrmann’s book.
Successful business owners continually build upon their business knowledge. One way to do this is to read relevant, helpful business books. In fact, when Warren Buffet was first starting out in his investment career, he read 600 to 1,000 pages a day. By learning techniques that improve your company’s customer service experience, you can grow your business and create loyal brand enthusiasts.
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