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Books like The Effortless Experience

Creating Superfans
by Brittany Hodak • 2023
You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.
4.37
260
🛎️ Customer Experience💎 Customer Loyalty✨ Experience Design🔧 Service Recovery🎁 Surprise And Delight
Creating Superfans Summary
Creating Superfans 98%
You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.
by Brittany Hodak 2023
4.37
260 ratings
🛎️ Customer Experience💎 Customer Loyalty✨ Experience Design🔧 Service Recovery🎁 Surprise And Delight
Never Lose a Customer Again
by Joey Coleman • 2018
After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.
4.18
1k+
📈 Customer Retention✨ Customer Experience🚀 Onboarding📣 Customer Advocacy🗺️ Customer Journey
Never Lose a Customer Again Summary
Never Lose a Customer Again 98%
After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.
by Joey Coleman 2018
4.18
1k+ ratings
📈 Customer Retention✨ Customer Experience🚀 Onboarding📣 Customer Advocacy🗺️ Customer Journey
High-Tech, High-Touch Customer Service
by Micah Solomon • 2012
The personal-service secret of beloved brands, and the technology that scales it.
3.77
113
🛎️ Customer Experience🎨 Service Design🧠 Hiring For Attitude💪 Employee Empowerment🏛️ Service Culture
High-Tech, High-Touch Customer Service Summary
High-Tech, High-Touch Customer Service 98%
The personal-service secret of beloved brands, and the technology that scales it.
by Micah Solomon 2012
3.77
113 ratings
🛎️ Customer Experience🎨 Service Design🧠 Hiring For Attitude💪 Employee Empowerment🏛️ Service Culture
Amaze Every Customer Every Time
by Shep Hyken • 2013
How a hardware chain beats the giants on service: 52 tactics your business can steal.
3.94
192
✨ Customer Experience💪 Employee Empowerment🏛️ Company Culture💙 Customer Loyalty🔗 Service Profit Chain
Amaze Every Customer Every Time Summary
Amaze Every Customer Every Time 98%
How a hardware chain beats the giants on service: 52 tactics your business can steal.
by Shep Hyken 2013
3.94
192 ratings
✨ Customer Experience💪 Employee Empowerment🏛️ Company Culture💙 Customer Loyalty🔗 Service Profit Chain
The Customer Service Revolution
by John R. DiJulius • 2015
A systematic playbook for customer experiences so good your customers stop asking about price.
4.04
279
🎯 Customer Experience✨ Service Excellence💪 Employee Empowerment🔄 Corporate Culture Change💝 Emotional Connection
The Customer Service Revolution Summary
The Customer Service Revolution 98%
A systematic playbook for customer experiences so good your customers stop asking about price.
by John R. DiJulius 2015
4.04
279 ratings
🎯 Customer Experience✨ Service Excellence💪 Employee Empowerment🔄 Corporate Culture Change💝 Emotional Connection
Outside In
by Harley Manning • 2012
Customer experience is the moat competitors can't copy. A complete blueprint for engineering yours.
3.93
835
🛎️ Customer Experience🎨 Service Design🗺️ Journey Mapping🧭 Customer-Centric Culture💪 Employee Empowerment
Outside In Summary
Outside In 97%
Customer experience is the moat competitors can't copy. A complete blueprint for engineering yours.
by Harley Manning 2012
3.93
835 ratings
🛎️ Customer Experience🎨 Service Design🗺️ Journey Mapping🧭 Customer-Centric Culture💪 Employee Empowerment
Notes from a Friend
by Anthony Robbins • 1995
You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.
3.97
2k+
🎯 Customer Experience🧩 Service Design🏷️ Brand Strategy💡 Experience Innovation🛠️ Complaint Recovery
Notes from a Friend Summary
Notes from a Friend 97%
You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.
by Anthony Robbins 1995
3.97
2k+ ratings
🎯 Customer Experience🧩 Service Design🏷️ Brand Strategy💡 Experience Innovation🛠️ Complaint Recovery
Hug Your Customers
by Jack Mitchell • 2003
A family retailer's playbook for replacing sales scripts with genuine human connection.
4.03
986
🛍️ Customer Experience👨‍👩‍👧‍👦 Family Business🏬 Retail Management🌟 Service Excellence💎 Customer Loyalty
Hug Your Customers Summary
Hug Your Customers 97%
A family retailer's playbook for replacing sales scripts with genuine human connection.
by Jack Mitchell 2003
4.03
986 ratings
🛍️ Customer Experience👨‍👩‍👧‍👦 Family Business🏬 Retail Management🌟 Service Excellence💎 Customer Loyalty
Be Our Guest
by Walt Disney Company • 2001
Behind Disney's legendary guest experience is a practical system any organization can adopt.
3.90
5k+
🎯 Customer Experience📐 Service Design🏨 Hospitality Management🔄 Process Improvement🎪 Experience Economy
Be Our Guest Summary
Be Our Guest 97%
Behind Disney's legendary guest experience is a practical system any organization can adopt.
by Walt Disney Company 2001
3.90
5k+ ratings
🎯 Customer Experience📐 Service Design🏨 Hospitality Management🔄 Process Improvement🎪 Experience Economy
Customers for Life
by Carl Sewell • 1990
One customer is worth half a million. Keeping them depends on the system behind the smile.
4.20
1k+
🛎️ Customer Experience⚙️ Service Operations🔁 Customer Loyalty🧩 Systems Thinking📈 Continuous Improvement
Customers for Life Summary
Customers for Life 97%
One customer is worth half a million. Keeping them depends on the system behind the smile.
by Carl Sewell 1990
4.20
1k+ ratings
🛎️ Customer Experience⚙️ Service Operations🔁 Customer Loyalty🧩 Systems Thinking📈 Continuous Improvement
The Starbucks Experience
by Joseph A. Michelli • 2006
How Starbucks turns baristas into experience designers and every cup into a loyalty engine.
3.75
5k+
🛎️ Customer Experience🏢 Corporate Culture🤝 Employee Empowerment🎨 Service Design💚 Brand Loyalty
The Starbucks Experience Summary
The Starbucks Experience 97%
How Starbucks turns baristas into experience designers and every cup into a loyalty engine.
by Joseph A. Michelli 2006
3.75
5k+ ratings
🛎️ Customer Experience🏢 Corporate Culture🤝 Employee Empowerment🎨 Service Design💚 Brand Loyalty
All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition)
by The Disney Institute • 2060
How a theme park operator turns customer service into theater, and the blueprint you can steal.
3.33
3
🧑‍🤝‍🧑 Customer Service🏨 Hospitality Management🎢 Experience Design💪 Employee Engagement⚙️ Operational Excellence
All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition) Summary
All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition) 97%
How a theme park operator turns customer service into theater, and the blueprint you can steal.
by The Disney Institute 2060
3.33
3 ratings
🧑‍🤝‍🧑 Customer Service🏨 Hospitality Management🎢 Experience Design💪 Employee Engagement⚙️ Operational Excellence
What Customers Crave
by Nicholas J. Webb • 2016
Good customer service is killing your business. The design-driven method that replaces it.
3.69
289
🧩 Customer Experience Design🗺️ Customer Journey Mapping🧈 Frictionless Service❤️ Emotional Relevance🤝 Co-Creation
What Customers Crave Summary
What Customers Crave 97%
Good customer service is killing your business. The design-driven method that replaces it.
by Nicholas J. Webb 2016
3.69
289 ratings
🧩 Customer Experience Design🗺️ Customer Journey Mapping🧈 Frictionless Service❤️ Emotional Relevance🤝 Co-Creation
Hug Your Haters
by Jay Baer • 2016
Two playbooks for turning whiners into loyal advocates: one for private calls, one for public posts.
3.85
788
🗣️ Customer Complaints🔄 Service Recovery💻 Online Reputation📣 Customer Advocacy📱 Social Media Service
Hug Your Haters Summary
Hug Your Haters 96%
Two playbooks for turning whiners into loyal advocates: one for private calls, one for public posts.
by Jay Baer 2016
3.85
788 ratings
🗣️ Customer Complaints🔄 Service Recovery💻 Online Reputation📣 Customer Advocacy📱 Social Media Service
The Best Service is No Service
by Bill Price • 2008
Stop optimizing your call center. The real fix is to destroy demand for customer service.
3.98
174
🛎️ Customer Service Strategy✨ Customer Experience🎨 Service Design🔍 Root Cause Analysis👂 Voice Of The Customer
The Best Service is No Service Summary
The Best Service is No Service 96%
Stop optimizing your call center. The real fix is to destroy demand for customer service.
by Bill Price 2008
3.98
174 ratings
🛎️ Customer Service Strategy✨ Customer Experience🎨 Service Design🔍 Root Cause Analysis👂 Voice Of The Customer
Winning on Purpose
by Fred Reichheld • 2021
Why customer devotion beats quarterly earnings, tracked with one number even Wall Street respects.
3.97
428
🧲 Customer Loyalty🔄 Customer Retention🎯 Corporate Purpose⭐ Service Excellence🏛️ Organizational Culture
Winning on Purpose Summary
Winning on Purpose 96%
Why customer devotion beats quarterly earnings, tracked with one number even Wall Street respects.
by Fred Reichheld 2021
3.97
428 ratings
🧲 Customer Loyalty🔄 Customer Retention🎯 Corporate Purpose⭐ Service Excellence🏛️ Organizational Culture
The Ultimate Question 2.0
by Fred Reichheld • 2011
One question measures genuine loyalty. Build a feedback system around it and outgrow your rivals.
3.87
1k+
🏆 Customer Loyalty🔄 Customer Feedback Loops📣 Word Of Mouth Growth👥 Employee Engagement📊 Data-Driven Management
The Ultimate Question 2.0 Summary
The Ultimate Question 2.0 96%
One question measures genuine loyalty. Build a feedback system around it and outgrow your rivals.
by Fred Reichheld 2011
3.87
1k+ ratings
🏆 Customer Loyalty🔄 Customer Feedback Loops📣 Word Of Mouth Growth👥 Employee Engagement📊 Data-Driven Management
Discovering the Soul of Service
by Leonard L. Berry • 1999
The sustainable success playbook from 14 companies that chose values over shortcuts.
4.05
375
🏢 Service Industry🤝 Customer Experience🏷️ Brand Management🧭 Values-Based Leadership🌱 Employee Empowerment
Discovering the Soul of Service Summary
Discovering the Soul of Service 96%
The sustainable success playbook from 14 companies that chose values over shortcuts.
by Leonard L. Berry 1999
4.05
375 ratings
🏢 Service Industry🤝 Customer Experience🏷️ Brand Management🧭 Values-Based Leadership🌱 Employee Empowerment
Uplifting Service
by Ron Kaufman • 2012
Twelve building blocks and a common language: the blueprint for a service culture rivals can't copy.
3.85
334
🛎️ Service Culture🧠 Service Mindset🏢 Corporate Culture👥 Customer Experience🔄 Internal Service
Uplifting Service Summary
Uplifting Service 96%
Twelve building blocks and a common language: the blueprint for a service culture rivals can't copy.
by Ron Kaufman 2012
3.85
334 ratings
🛎️ Service Culture🧠 Service Mindset🏢 Corporate Culture👥 Customer Experience🔄 Internal Service
The thank you economy
by Gary Vaynerchuk • 2010
Social media gave every customer a megaphone. The only strategy that keeps them on your side.
3.84
13k+
🛍️ Customer Experience🤝 Relationship Marketing🗣️ Word-Of-Mouth Marketing📱 Social Media Strategy🎯 Customer-Centricity
The thank you economy Summary
The thank you economy 96%
Social media gave every customer a megaphone. The only strategy that keeps them on your side.
by Gary Vaynerchuk 2010
3.84
13k+ ratings
🛍️ Customer Experience🤝 Relationship Marketing🗣️ Word-Of-Mouth Marketing📱 Social Media Strategy🎯 Customer-Centricity
Rocket
by Michael J. Silverstein • 2015
Customer surveys do not create breakthroughs. Winning brands build advocates who sell for them.
3.37
54
📊 Brand Strategy🎯 Customer Loyalty📣 Brand Advocacy💥 Disruptive Innovation🧠 Consumer Psychology
Rocket Summary
Rocket 96%
Customer surveys do not create breakthroughs. Winning brands build advocates who sell for them.
by Michael J. Silverstein 2015
3.37
54 ratings
📊 Brand Strategy🎯 Customer Loyalty📣 Brand Advocacy💥 Disruptive Innovation🧠 Consumer Psychology
The Invisible Touch
by Harry Beckwith • 2000
Specialists earn more even with made-up niches, and sacrifice builds loyalty faster than skill.
3.9
184
🏢 Service Businesses🏷️ Brand Perception🤝 Client Relationships🧠 Psychology Of Marketing🔒 Trust Building
The Invisible Touch Summary
The Invisible Touch 96%
Specialists earn more even with made-up niches, and sacrifice builds loyalty faster than skill.
by Harry Beckwith 2000
3.9
184 ratings
🏢 Service Businesses🏷️ Brand Perception🤝 Client Relationships🧠 Psychology Of Marketing🔒 Trust Building
Customer Obsessed
by Eric Berridge • 2016
Customer experience fails in a silo. The fix spans design, data, diversity, and employee engagement.
3.21
48
🤝 Customer Experience👥 Employee Engagement📊 Data-Driven Business💻 Digital Transformation⚖️ Gender Diversity
Customer Obsessed Summary
Customer Obsessed 96%
Customer experience fails in a silo. The fix spans design, data, diversity, and employee engagement.
by Eric Berridge 2016
3.21
48 ratings
🤝 Customer Experience👥 Employee Engagement📊 Data-Driven Business💻 Digital Transformation⚖️ Gender Diversity
Marketing Rebellion
by Mark W. Schaefer • 2019
Your customers now control your marketing. Only the truly human companies survive.
4.20
479
🗳️ Consumer Empowerment🗣️ Word Of Mouth❤️ Brand Loyalty👥 Community Building🤝 Human-Centric Marketing
Marketing Rebellion Summary
Marketing Rebellion 96%
Your customers now control your marketing. Only the truly human companies survive.
by Mark W. Schaefer 2019
4.20
479 ratings
🗳️ Consumer Empowerment🗣️ Word Of Mouth❤️ Brand Loyalty👥 Community Building🤝 Human-Centric Marketing
Leading the Starbucks Way
by Joseph A. Michelli • 2008
How Starbucks turned a commodity into community: the five principles any business can adopt.
3.78
562
🏢 Corporate Culture☕ Customer Experience💪 Employee Empowerment🏗️ Brand Building📊 Company Case Studies
Leading the Starbucks Way Summary
Leading the Starbucks Way 96%
How Starbucks turned a commodity into community: the five principles any business can adopt.
by Joseph A. Michelli 2008
3.78
562 ratings
🏢 Corporate Culture☕ Customer Experience💪 Employee Empowerment🏗️ Brand Building📊 Company Case Studies
Uncommon Service
by Frances Frei • 2012
The counterintuitive rule of service: to be great, you must first decide where to be bad.
4.01
784
🎨 Service Design🧑‍🤝‍🧑 Customer Experience⚖️ Strategic Trade-Offs🤝 Customer Co-Creation📈 Scaling Operations
Uncommon Service Summary
Uncommon Service 95%
The counterintuitive rule of service: to be great, you must first decide where to be bad.
by Frances Frei 2012
4.01
784 ratings
🎨 Service Design🧑‍🤝‍🧑 Customer Experience⚖️ Strategic Trade-Offs🤝 Customer Co-Creation📈 Scaling Operations
What Clients Love
by Harry Beckwith • 2003
Clients choose who they like. A field guide for turning that fact into faster growth.
4.00
354
🤝 Client Relationships🏢 Service Businesses🏗️ Brand Building🔒 Trust In Business✨ Customer Experience
What Clients Love Summary
What Clients Love 95%
Clients choose who they like. A field guide for turning that fact into faster growth.
by Harry Beckwith 2003
4.00
354 ratings
🤝 Client Relationships🏢 Service Businesses🏗️ Brand Building🔒 Trust In Business✨ Customer Experience
Excellence Wins
by Horst Schulze • 2019
Arm employees with $2,000 to solve problems, no permission. The system that makes that pay off.
4.43
2k+
🏆 Service Excellence💫 Customer Experience🔓 Employee Empowerment🏛 Organizational Culture🤝 Servant Leadership
Excellence Wins Summary
Excellence Wins 95%
Arm employees with $2,000 to solve problems, no permission. The system that makes that pay off.
by Horst Schulze 2019
4.43
2k+ ratings
🏆 Service Excellence💫 Customer Experience🔓 Employee Empowerment🏛 Organizational Culture🤝 Servant Leadership
Customer Relationship Management
by 50Minutes • 2017
How to segment, personalize, and measure your way to lower churn and higher customer lifetime value.
3.50
2
🎯 Customer-Centricity🛎️ Customer Experience📊 Data-Driven Marketing🔄 Customer Retention📡 Multichannel Marketing
Customer Relationship Management Summary
Customer Relationship Management 95%
How to segment, personalize, and measure your way to lower churn and higher customer lifetime value.
by 50Minutes 2017
3.50
2 ratings
🎯 Customer-Centricity🛎️ Customer Experience📊 Data-Driven Marketing🔄 Customer Retention📡 Multichannel Marketing
The Experience Economy
by James H. Gilmore • 1999
Goods became services. Now services are becoming experiences. The next step: transformations.
3.80
3k+
🎨 Experience Design💬 Customer Experience🎯 Experiential Marketing⚙️ Mass Customization👁️ Sensory Design
The Experience Economy Summary
The Experience Economy 95%
Goods became services. Now services are becoming experiences. The next step: transformations.
by James H. Gilmore 1999
3.80
3k+ ratings
🎨 Experience Design💬 Customer Experience🎯 Experiential Marketing⚙️ Mass Customization👁️ Sensory Design
Converted
by Neil Hoyne • 2022
Your best customers are hiding in your data. How to find them before your competitors do.
3.88
335
📊 Customer Analytics🧠 Behavioral Economics🔄 Customer Retention🧪 Iterative Testing📈 Data Strategy
Converted Summary
Converted 95%
Your best customers are hiding in your data. How to find them before your competitors do.
by Neil Hoyne 2022
3.88
335 ratings
📊 Customer Analytics🧠 Behavioral Economics🔄 Customer Retention🧪 Iterative Testing📈 Data Strategy
Selling the Invisible
by Harry Beckwith • 1997
Most marketing advice assumes a product. Here is what works when you sell only a promise.
3.94
10k+
🏢 Professional Services🎯 Brand Positioning🤝 Client Relationships💰 Pricing Strategy🧠 Marketing Psychology
Selling the Invisible Summary
Selling the Invisible 95%
Most marketing advice assumes a product. Here is what works when you sell only a promise.
by Harry Beckwith 1997
3.94
10k+ ratings
🏢 Professional Services🎯 Brand Positioning🤝 Client Relationships💰 Pricing Strategy🧠 Marketing Psychology
The Brand Flip
by Marty Neumeier • 2015
The internet handed customers the controls. Most companies still haven't noticed who's driving.
4.30
673
🎯 Brand Strategy✨ Customer Experience🎨 Design Thinking🧠 Consumer Psychology👥 Community Building
The Brand Flip Summary
The Brand Flip 95%
The internet handed customers the controls. Most companies still haven't noticed who's driving.
by Marty Neumeier 2015
4.30
673 ratings
🎯 Brand Strategy✨ Customer Experience🎨 Design Thinking🧠 Consumer Psychology👥 Community Building
The Nordstrom Way
by Robert Spector • 1995
How a Seattle shoe store became a retail empire by making employees think like owners.
3.90
794
🏬 Retail Management🤝 Customer Service🏢 Company Culture💪 Employee Empowerment🧠 Hiring For Attitude
The Nordstrom Way Summary
The Nordstrom Way 95%
How a Seattle shoe store became a retail empire by making employees think like owners.
by Robert Spector 1995
3.90
794 ratings
🏬 Retail Management🤝 Customer Service🏢 Company Culture💪 Employee Empowerment🧠 Hiring For Attitude
Startup Cxo
by Matt Blumberg • 2021
Most SaaS revenue comes after the contract. A field guide for the CCO who owns it.
4.00
68
🖥️ Saas Scaling⭐ Customer Success🔄 Customer Lifecycle🗺️ Journey Mapping📈 Data-Driven Service
Startup Cxo Summary
Startup Cxo 95%
Most SaaS revenue comes after the contract. A field guide for the CCO who owns it.
by Matt Blumberg 2021
4.00
68 ratings
🖥️ Saas Scaling⭐ Customer Success🔄 Customer Lifecycle🗺️ Journey Mapping📈 Data-Driven Service
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