{
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    "title" : "Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience) |Digital.gov",
    "description": "Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/28/three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience/index.json","item" : [
    {"title" :"Three of the Greatest Books for Customer Experience (That Aren\u0026#8217;t about Customer Experience)","summary" : "Dennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s Lessons from the Mouse and Jeanne’s Chief Customer Officer were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft,","date" : "2015-05-28T11:10:38-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"stephanie-thum" : "Stephanie Thum"},"topics" : {
        
            "customer-experience" : "Customer experience",
            "customer-experience" : "Customer experience",
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-05-28-three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience.md",
      
      "filepath" :"news/2015/05/2015-05-28-three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-28-three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-28-three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience.md","slug" : "three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/28/three-of-the-greatest-books-for-customer-experience-that-arent-about-customer-experience/","content" :"\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/05/600-x-400-Plain-book-jut-out-a-bookshelf-Teka77-iStock-Thinkstock-459134863.jpg\"\n    alt=\"Three books jut out a bookshelf\"/\u003e\u003c/div\u003e\n\n\n\u003cp\u003eDennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s \u003ca href=\"http://www.amazon.com/Lessons-Mouse-Applying-Secrets-Organization/dp/0615372414/ref=sr_1_1?s=books\u0026amp;ie=UTF8\u0026amp;qid=1432673244\u0026amp;sr=1-1\"\u003eLessons from the Mouse\u003c/a\u003e and Jeanne’s \u003ca href=\"http://www.amazon.com/Chief-Customer-Officer-Getting-Passionate/dp/0787980943/ref=asap_bc?ie=UTF8\"\u003eChief Customer Officer\u003c/a\u003e were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft, as well as on Main Street at Walt Disney World. Years ago when I first flipped through the pages of those books, I realized that I was a budding CX practitioner, even though my private sector titles were more akin to business development, client relations, and service quality.\u003c/p\u003e\n\u003cp\u003eToday, as one of the first executives in the federal government responsible for \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/13/three-ways-to-evolve-your-agencys-customer-mindset/\" title=\"Three Ways to Evolve Your Agency’s Customer Mindset\"\u003ebuilding an agency-wide CX program\u003c/a\u003e alongside the agency’s C-level executives, I still refer to those first great reads. But, next to Dennis’s and Jeanne’s books on my bookshelf, there are three other resources that have been just as helpful. What some may find peculiar, though, is that these other books aren’t about CX! Here they are:\u003c/p\u003e\n\u003cli style=\"margin-bottom: 15px\"\u003e\n  \u003ca href=\"http://www.amazon.com/How-Win-Friends-Influence-People/dp/1508569754\"\u003e\u003cstrong\u003eHow to Win Friends and Influence People\u003c/strong\u003e\u003c/a\u003e by Dale Carnegie\u003cbr /\u003e I first read this book while in graduate school. The book is several decades old, but its lessons are timeless. Here’s why. When you\u0026#8217;re a new executive in a new role introducing new concepts from a new management discipline, you’ll have to influence and gain the confidence of many people. There are many ways to influence others, and one has to be familiar with multiple ways of doing so in order to build a CX program. This book tells you how to do that while minding your manners. A definite soft skills staple on my bookshelf.\n\u003c/li\u003e\n\u003cli style=\"margin-bottom: 15px\"\u003e\n  \u003ca href=\"http://www.amazon.com/Fierce-Conversations-Achieving-Success-Conversation/dp/0425193373/ref=asap_bc?ie=UTF8\"\u003e\u003cstrong\u003eFierce Conversations\u003c/strong\u003e\u003c/a\u003e by Susan Scott\u003cbr /\u003e A colleague during my Ernst \u0026 Young days 12 years ago turned me onto this book. Building a culture of customer-centricity happens one conversation at a time. These conversations require different approaches and reality checks along the way. You have to know how to be courageous, ask honest questions, be truthful in dialogue with colleagues, and mindful of word choices. The book leaves no room for debate about that necessity. Flipping through the pages feels like getting a pep talk from your favorite high school sports coach.\n\u003c/li\u003e\n\u003cli style=\"margin-bottom: 15px\"\u003e\n  \u003cstrong\u003e\u003ca href=\"http://leananalyticsbook.com/\"\u003eLean Analytics\u003c/a\u003e \u003c/strong\u003eby Alistair Croll and Ben Yoskovitz\u003cbr /\u003e I first heard about this book during a lunchtime Tweetchat with Twitter\u0026#8217;s #CXO crowd a few years ago. The book is written for start-up companies, but its lessons are superb for building start-up programs in any established organization. My biggest take-away was the counsel behind choosing “the one metric that matters.” When you’re new in the customer chief role, the first order of business is to \u003ca title=\"Government CX:  Where Do You Find the Right Foundational Metrics?\" href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/06/16/government-cx-where-do-you-find-the-right-foundational-metrics/\"\u003ebuild metrics\u003c/a\u003e, measurements and monitoring protocols for determining customer success. What should those metrics be? How do you choose? When you\u0026#8217;re in the lead, choosing well can be overwhelming. There are no cookie cutter approaches! The book coaches readers on where to concentrate their efforts, or find a good starting point.\n\u003c/li\u003e\n\u003cp\u003eThese resources may not be about CX, but they have certainly provided direction and validation for building Ex-Im Bank’s CX program, as well as programs in my past private sector roles. All are easy reads, and are usually available at the library or for download. Feel free to comment below about your most helpful reads.\u003c/p\u003e\n"}
  ]
}