Your User Success Team is always looking for new ways to provide you with a WOW! Customer Experience. To keep up on the latest in user success, we are always reading blogs, articles and books. Here are the books we are reading this month.
Customer Experience 3.0
John A Goodman
Instead of focusing on customer service, this book looks at the customer experience. Goodman moves away from traditional customer service methods to create a strategy that covers the entire lifecycle of the relationship between a product and a customer. It starts with setting and achieving expectations, along with finding a scalabel way to measure the financial impact. He continues to provide a roadmap for creating the customer experience, and how to put the people/department in place to support the roadmap.
Let's face it - we all love Zappos! In this book, Zappos CEO Tony Hsieh shares how he successfully created a culture in a major corporation that works to improve the lives of every member of the Zappos family. This ranges from the employees to the customers, and even vendors. This is actually why zlien adopted the concept of "Deliver WOW through Service", a goal we constantly strive to acheive. Hsieh shows you how creating the right culture helps the rest of the pieces fall into place organically.
All For One: 10 Strategies for Building Trusted Client Partnerships
Sobel focuses his book on a strategy for developing long-lasting customer relationships. He gives 10 concrete strategies, supported by case studies, to get you started. This includes growing existing relationships, cultivating internal leadership to develop new relationships, and creating a customer-centric culture where all members of your team collaborate to acheive the same goal: enduring client relationships.
7L: The Seven Levels of Communication: Go From Relationships to Referrals
Michael J. Maher
In this book, Maher lets us know that, whether or not we think we are, we are all in Sales. He outlines the steps to being the best salesperson you can be by building meaninful relationships. It discusses the importance of not just repeat business, but getting referrals. This does not just encompass the Sales department - it covers every department in your company that engages with customers.
Are you reading anything you want to recommend? Let us know!