You are undoubtedly familiar with the customer experience and you do not know how to manage it well or do you want to optimize this experience management?
We make your job a bit easier by having written an article that brings together 9 essential resources on this subject!
Rather simple, you will find 3 resources under 3 different categories (blogs, books and podcasts).
Blogs
1- Feedier Blog
Experience management platform, Feedier is positioned as an expert in customer experience, collaborator or employee.
Feedier’s blog is full of resources, tips and reviews allowing you to use the best means to optimize your customer experiences.
2- CX Journey
Founder and CEO Annette Franz is an expert in helping organizations identify what drives both employees and CX. Named one of “The Most Influential Tech Women on Twitter,” she’s definitely one to follow if you want to learn how to transform your brand’s CX strategy.
3- Blake Morgan’s Blog
Keynote speaker and CX futurist Blake Morgan preaches no matter where they live or what language they speak, all customers want to feel valued. Her articles, books, and speaking engagements bring the subject of CX to life in a compelling and entertaining way.
She’s also the host of The Modern Customer Podcast and a weekly video series on YouTube.
Books
1- ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business)’ by Annette Franz
This book is your guide to putting the “customer” in customer experience.
In this book, the author covered the three approaches to customer understanding: surveys and data, personas, and journey mapping.
With this book, you learn that prioritizing customer retention is critical. But you can’t just throw technology at it, give it some lip service, and call it a day.
Retention is hard work! You’ve got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do.
2- ‘Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business’ by Blake Morgan
Link of the book
This book explains how today’s customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don’t adapt to these new expectations won’t last.
This book prepares your organization for these increasing demands by helping you earn the ten defining strategies for a customer experience-focused company, implement new techniques to shift the entire company from being product-focused to being customer-focused, and gain insights through case studies and examples of how the world’s most innovative companies are offering new and compelling customer experiences.
3- ‘The Ten Principles Behind Great Customer Experiences’ by Matt Watkinson
Link of the book
This book is the winner of several awards—including Book of the Year in 2014 from the Chartered Management Institute, an accredited British professional society.
The author covers ten principles you can use to make real world improvements to your customers’ experiences, whatever your business does and whoever you are.
For managers, leaders and those starting a new business, the book shows that making improvements customers will appreciate doesn’t need to be complicated or cost a fortune.
Podcasts
1- ‘What It Means’ by Forrester
Forrester has long been an iconic name in the world of CX research. Since 2017, they have hosted a weekly podcast to explain how the paradigm shift in consumer behavior is changing business. The series highlights a range of issues, from technology and data strategy to climate change and brand security.
Forrester also features opinions from executives in various industries, which allows you to dive deep into the changing landscape in today’s marketplace.
2- ‘CX Leader Podcast’ with Steve Walker
The CX Leader Podcast with host Steve Walker provides weekly insights for business leaders to improve results by unlocking the potential of their customer experience.
More than a discussion of CX topics, the podcast focuses on ways CX professionals can develop the right skills and ideas to be effective leaders in their organizations.
3- ‘The Customer Experience Podcast’
Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way.
The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy.
