A Few Good CX-related Book Recommendations For CX Day

As analysts, we frequently get asked by clients and practitioners to recommend books they can read on various CX topics. So, in the spirit of CX Day, we (the CX analysts at Forrester)  assembles a list of some of our favorite CX-related books to share with the A fewCX community. We hope you find them as inspiring and helpful as we have. Enjoy!

General CX

• “Outside In: The Power of Putting Customers at the Center of Your Business” by Harley Manning  and Kerry Bodine.
• “The Customer Rules: The 39 Essential Rules for Delivering Sensational Service” by Lee Cockerell
• “Customer Centricity: Focus on the Right Customers for Strategic Advantage” by Peter Fader
• “Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine” by Jeanne Bliss
• “I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad” by Jeanne Bliss
• “Switch: How to Change Things When Change Is Hard” by Chip Heath and Dan Heath
• “Uncommon Service: How to Win by Putting Customers at the Core of Your Business” by Frances Frei and Anne Morriss
• “Customers Included: How to Transform Products, Companies, and the World – With a Single Step” by Mark Hurst and Phil Terry
• “The Ten Principles Behind Great Customer Experiences (Financial Times Series)” by Matt Watkinson 

•  “Start With Why: How Great Leaders Inspire Everyone to Take Action” by Simon Sinek
• “Ten Types of Innovation: The Discipline of Building Breakthroughs” by Larry Keeley and Helen Walters
• “Playing To Win: How Strategy Really Works” by A.G. Lafley and Roger L. Martin
• “Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers” by Alexander Osterwalder  and Yves Pigneur 

• “The Silo Effect: The Peril of Expertise and the Promise of Breaking Down Barriers” by Gillian Tett
• “Managing Chaos: Digital Governance by Design” by Lisa Welchman
• “Inspired: How To Create Products Customers Love” by Marty Cagan

•  “Work Rules!: Insights from Inside Google That Will Transform How You Live and Lead” by Lazlo Block
•  “Organizational Culture And Leadership” by Edgar Schein
• “Happiness Advantage: The Seven Principles That Fuel Success and Performance at Work” by Shawn Achor
• “Drive: The Surprising Truth About What Motivates Us” by Daniel Pink
• “Winning Teams, Winning Cultures” by Larry Senn
• “Change By Design: How Design Thinking Transforms Organizations And Inspires Innovation” by Tim Brown 
• “Leading Change” by John P. Kotter

• “Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers” by Dave Gray, Sunni Brown, James Macanufo
•  “This is Service Design Thinking: Basics, Tools, Cases” by Mark Stickdorn, Marc Stickdorn  and Jakob Schneider 
• “This Is Service Design Doing: Applying Service Design and Design Thinking in the Real World” by Marc Stickdorn and Markus Edgar Hormess
• “The User Experience Team Of One: A Research and Design Survival Guide” by Leah Buley 
• “Make It So: Interaction Design Lessons From Science Fiction” by Nathan Shedroff and Christopher Noessel
• “About Face: The Essentials Of Interaction Design” by Alan Cooper, Robert Reimann, David Cronin and Christopher Noessel
• “The Inmates are Running the Asylum: Why High-Tech Products Drive Us Crazy” by Alan Cooper
• “Designing for the Digital Age: How To Create Human-Centered Products And Services” by Kim Goodwin
• “Microinteractions: Designing with Details” by Dan Saffer
• “The Design Of Everyday Things” by Don Norman
• “Don't Make Me Think: A Common Sense Approach to Web Usability” by Steve Krug

• "Just Enough Research” by Erika Hall 
• “Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams” by James Kalbach
• “The Persona Lifecycle: Keeping People in Mind Throughout Product Design” by John Pruitt and Tamara Adlin 
• “The Moment of Clarity: Using the Human Sciences to Solve Your Toughest Business Problems” by Christian Madsbjerg and Mikkel B. Rasmussen
• “Romancing the Brand: How Brands Create Strong, Intimate Relationships With Consumers” by Tim Halloran
• “Interviewing Users: How to Uncover Compelling Insights” by Steve Portigal

Measurement

• “The Effortless Experience: Conquering the New Battleground for Customer Loyalty” by Matthew DIxon and Nick Toman
• “The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World” by Fred Reichheld and Rob Markey
• “The Wallet Allocation Rule: Winning the Battle for Share” by Timothy L. Keiningham and Lerzan Aksoy
• “Harvard Business Review on Measuring Corporate Performance” by Harvard Business School Press

Case Studies

• Popeye's: "Dare to Serve: How to Drive Superior Results by Serving Others" by Cheryl Bachelder
• The Container Store: “Uncontainable: How Passion, Commitment, and Conscious Capitalism Built A Business Where Everyone Thrives” by Kip Tindell
• The Ritz-Carlton: “The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy Of The Ritz-Carlton Hotel Company” by Joseph Michelli
• Zappos: “Delivering Happiness: A Path To Profits, Passion, and Purpose” by Tony Hsieh
• Cleveland Clinic: “Service Fanatics: How To Build Superior Patient Experience The Cleveland Clinic Way” by James Merlino, M.D. 
• Union Square Cafe: “Setting the Table: The Transforming Power of Hospitality in Business” by Danny Meyer
• Starbucks: “The Starbucks Experience: 5 Principles For Turning Ordinary Into Extraordinary” by Joseph MIchelli
• Zappos: “The Zappos Experience: 5 Experience Principles To Inspire, Engage, and WOW” by Joseph MIchelli
• Mercedes-Benz: “Driven To Delight: Delivering World-Class Customer Experience The Mercedes-Benz Way” by Joseph Michelli
• UCLA Health System: “Prescription For Excellence: Leadership Lessons For Creating A World Class Customer Experience From UCLA Health System” by Joseph Michelli

• “Thinking, Fast and Slow” by Daniel Kahneman
• “Smarter Than You Think: How Technology Is Changing Our Minds for the Better” by Clive Thompson
• “Mindset: The New Psychology Of Success – Changing The Way You think To Fulfil Your Potential” by Carol Dweck