4 Customer Experience Books Every Entrepreneur Should Read

Any time you go back to a book is a good way to fill yourself with books rather than which briefly enjoyable Tiktok videos.

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1.“The Power of Nice: How to Conquer the Business World with Kindness”

The Power of Nice” is not a CX book; and yet, “The Power of Nice” is a CX book.

I doubt the authors intended this book to apply to customer experience, but as I read it a few years ago, I realized that its principles apply in a company’s interactions with its customers.

With chapter titles like “Tell the Truth,” “Shut Up and Listen,” and “Put Your Head on Their Shoulders,” the authors create a guide for using the power of being nice to create success in the business world.

This easily transfers into the B2C or B2B relationship and should influence the creation of great customer experiences. Each chapter closes with specific actions one can take to activate the lessons learned.


2. “Reengineering Retail: The Future of Selling in a Post-Digital World”

Reengineering Retail” focuses on what the much-maligned retail industry can do in a post-digital world.

Stating at the beginning that “retail is dead,” readers are brought through the decline of traditional retail and then given a blueprint for what successful retail will look like in the future.

Written pre-COVID, the main principles of the book still apply. What I appreciate most about this book is that, unlike others, it doesn’t treat retail as binary, assuming that those in the digital world will win and those in the physical world will lose.

Through the overall lens of experience, Stephens paints a picture of how those two worlds merge, blending the visionary futurist mode with tactical steps on what to do to make your company a relevant experience in the future.

3. “Start Reverse”

Uniquely published (trust me … don’t get an electronic version … buy the paper one), “Start Reverse” challenges the traditional approach of how to build an experience for a customer — much like “Outside In” above did with customer focus.

Instead of beginning with organization elements such as process and management, this book recommends you start in reverse by considering what experience you wish to create for your customer.

Walking you through a series of steps to ultimately create your company’s experience blueprint, "Start Reverse" also uses the power of storytelling, using great company examples such as Lush, CitizenM, and Le Pain Quotidien.

This may sound similar to other customer-centric approaches, but there’s something truly unique about this book. If nothing else, you’ll enjoy and hopefully be inspired to consider the “audition” approach to your hiring. I’ve read about it and have seen it in action, and it’s like nothing I’ve ever experienced before.


4. “Outside In: The Power of Putting Customers at the Center of Your Business”

Outside In” is required reading for anyone interested in customer experience. Superlative phrases like, “If you can read only one book,” or “Read this book now; do not pass go” fail to highlight the impact this book has had and still has today.

Using real-world stories from companies like Fidelity, Mayo Clinic, and other known brands, authors Manning and Bodine highlight the significant discoveries and gains companies achieve when they change from an “inside out” focus to an “outside in” approach.

The three sections on “The Value of Customer Experience,” “The Six Disciplines of Customer Experience,” and “How Customer Experience Transforms Companies” guide the reader with the basic playbook for customer experience focus and creation.

Interestingly enough, this book was published almost a decade ago, yet the principles shared are still being discovered by company after company as if they were new. Current readers may recognize elements like “Chief Customer Officer” as if it is no big deal, but this was unproven ground then.

I know this book shaped my approach to customer experience, and it will shape yours, too.


Use customer support software which contains an efficient knowledge base, ticketing system and Live chat. Minimal cost to enhance customer experience.BClinked 

Rapid deployment, simple enough but effective customer support system

contact@bclinked.com