I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I thought I'd share some good ones that I'd recommend you add to your reading list for 2019.
These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. Let's dive in.
Let's put the "customer" into customer experience.
What does that mean?
If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the customer experience. They might be giving it lip service, but that’s not the same as actually doing the work, understanding the customer, and designing a great customer experience as a result.
What is customer understanding? And how can you achieve it?
I originally wrote today's post for CallidusCloud. It appeared on their blog on March 22, 2018.
Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem.