A superior shopping and post-purchase experience may be the best way to retain ecommerce customers. Here are nine books that offer ideas, inspiration, and tips for achieving customer-service excellence.
The AI Revolution in Customer Service and Support
AI Revolution in Customer Service
by Ross Smith, Emily McKeon, Mayte Cubino
The authors, who have worked at Microsoft, aim to help experienced customer experience professionals understand AI (and its human and ethical aspects) and learn how to apply it to improve service and support.
The Art of Seducing Your Customers
Art of Seducing Your Customers
by John Boccuzzi Jr.
Boccuzzi, a retail consultant, has advised Amazon, Heineken, Procter & Gamble, Fandango, T-Mobile, and David’s Bridal, among others. His TEDx talk on YouTube is popular for customer service training. Boccuzzi’s book presents his S.E.D.U.C.E framework for turning customers into fans.
Can Your Customer Service Do This?
Can Your Customer Service Do This?
by Micah Solomon
In his latest guide, customer service expert Solomon provides practical insights on creating a culture of exceptional customer service, including recovering angry customers, training employees, and using the latest technology. His earlier book, “Ignore Your Customers (and They’ll Go Away),” argues that more customers don’t mean lesser service, and offers tips and advice for transforming customer service culture.
Creating Superfans: How To Turn Your Customers Into Lifelong Advocates
Creating Superfans
by Brittany Hodak
An award-winning entrepreneur who received offers from four investors on TV’s “Shark Tank,” Hodak shares her methods in engagement campaigns for leading brands. Through insightful case studies and entertaining stories from working with Walmart, Disney, Dolly Parton, and others, she offers a simple system for winning and keeping customers.
Fans First: Change The Game, Break the Rules & Create an Unforgettable Experience
Fans First
by Jesse Cole
Cole, who leads the always-sold-out Savannah Bananas baseball team (called “the greatest show in baseball” by ESPN), shares his uniquely entertaining, decidedly out-of-the-box approach to achieving business success by creating fans for life — and having fun doing it.
Customer Escalations Management: The Golden Recipe
Customer Escalations Management
by Nikolaos Zormpas
Offering exceptional customer service doesn’t eliminate dissatisfied and complaining customers. With the right approach, those situations can be opportunities to learn and improve and turn complainers into long-term, repeat buyers.
Define and Deliver Exceptional Customer Service: Proven Strategies to Maximize Your Profits
Define and Deliver
by Dr. Kelly Henry (Author)
The author argues that customer service directly impacts competitive advantage in all kinds of businesses, and that even successful companies can do it better. He presents the principles he used to build three businesses and help clients succeed.
Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions
Inside Customer’s Imagination
by Chip R. Bell
Bell is a leading speaker and writer on customer service. His book offers inspiration and practical advice for listening to customers as collaborators.
Creating a Customer Experience-Centric Startup: A Step-By-Step Framework
Customer Experience-Centric Startup
by Thomas Suwelack, Manuel Stegemann, Feng Xia Ang
Customer experience is a key to success in retail and service industries. The authors’ interdisciplinary approach combines management, design, and psychology to explain how to structure and apply a systematic strategy for a customer-centric startup.