Continuing our celebration of National Storytelling Week, Davies Learning Experiences wanted to share some of our favourite reads on Customer Experience. See our 3 recommended books below and why we think you should read them too.

1. The Ten Principles Behind Great Customer Experiences by Matt Watkinson

I’m not going to give any spoilers by telling you the 10 principles; but having read a lot of books on CX, this one struck me as pragmatic yet steeped in deep ideas. One of the striking elements is the fundamental focus on the customer and their identity. In business, with so many things happening simultaneously, it can be very easy to lose sight of that one crucial set of people who are pivotal to your success.

2. You’re CX’Y and we know it by John Parker, Mark Parker and Sharon Boyd

We love this book, because it makes some very pertinent points; but does so in a way that many people can associate with. Topics such as ‘Eat your own dog food’ – which clearly is about getting back to the floor, not actually eating dog food; reminds us all that to truly develop an impactful and powerful customer experience, we need to know and understand the experience we create!

3. The Customer Experience Dictionary by Ben Phillips

This book has been by my side for a long time. The world of global CX can be one full of jargon and confusion. But this book simply breaks down their key CX fundamentals in a way that is easy to digest and turn into real action. For me, one of the key focusses is community! Creating an experience is much about what you do, but also about how connected people feel. The stronger the connection, the strong the experience.

Creating CX learning experiences is about creating a strong connection between you are the customer. To discuss how Davies can help your organisation create bespoke CX learning solutions, reach out to the Learning Experiences team via learningexperiences@davies-group.com.

The Davies Learning Experiences Team
Davies
E. learningexperiences@davies-group.com