Brain Snacks

Customer Experience: Books

Books chosen by our experts; Summaries offered by Google’s GenAI Gemini

Move beyond traditional customer focus and identify the “jobs” customers seek to accomplish, enabling businesses to create innovations that truly resonate and drive sustainable growth.

Source: Christensen, Clayton M., Karen Dillon, Taddy Hall, David S. Duncan (2016). Competing Against Luck: The Story of Innovation and Customer Choice. Harper Collins [Link]

This book delves into the psychological triggers that drive user behavior and outlines a framework for designing products that form habits, fostering long-term engagement and loyalty.

Source: Eyal, Nir and Ryan Hoover (2014). Hooked: How to Build Habit-Forming Products. Penguin Books [Link]

Ten principles to help businesses design a customer-centric culture. The author argues that culture is the foundation for building a successful customer-centric business, and that employees should be put first in order to create a positive customer experience.

Source: Franz, Annette (2022). Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. [Link]

Transform everyday encounters into lasting memories! Uncover secrets from real-life stories and practical tips to create unexpected, personal moments that leave a positive impact. Learn how to weave magic into your interactions, just like the pros!

Source: Heath, Chip and Dan Heath (2019). The Power of Moments: Why Certain Experiences Have Extraordinary Impact. Transworld Publ. [Link]

In the experience economy, businesses win by designing and delivering memorable experiences, not just selling products. This shift demands prioritizing emotions and connections over mere transactions.

Source: Pine II, B. Joseph, and James H. Gilmore (2019). “The Experience Economy: Competing for Customer Time, Attention, and Money” (revised ed.).‎ Harvard Business Review Press [Link]

Customer Experience: Articles

Articles chosen by our experts; Summaries offered by Google’s GenAI Gemini

This article outlines five key disciplines that customer experience leaders employ to create exceptional customer experiences. These disciplines emphasize a clear vision, identifying critical touchpoints, leveraging feedback, redesigning for customer-centricity, and fostering a supportive culture.

Source: Debruyne, Frédéric and Andreas Dullweber (2015), “The Five Disciplines of Customer Experience Leaders,” Bain & Company [Link]

This article explores how AI can be leveraged to deliver personalized customer experiences, emphasizing the significance of personalization and the hurdles in achieving a seamless customer journey. It presents examples of businesses successfully employing AI to enhance their customer experiences.

Source: Edelman, David C. and Mark Abraham (2022), “Customer experience in the Age of AI,” Harvard Business Review [Link]

Customer experience is key to business success, but there’s a gap between what companies think they deliver and what customers experience. The article offers tips to measure and improve customer experience.

Source: Meyer, Christopher and Andre Schwager (2007), “Understanding Customer Experience,” Harvard Business Review [Link]

This article proposes a new metric, earned growth rate, to measure customer loyalty, arguing it is superior to the Net Promoter Score (NPS). Earned growth rate considers repeat customers and referrals, making it more objective than NPS, which relies on subjective surveys.

Source: Reichheld, Fred, Darci Darnell, and Maureen Burns (2021), “Net Promoter 3.0,” Harvard Business Review [Link]