7 Best Customer Service Books CEOs Read

We will show you best customer service book by objective evaluation based on sales rank, reviews, citation counts and endorsement by leading business leaders.

Background
When we talk about customer service, people will usually think about the hotel and tourism business or banking business where products are less physically or tangible. However, customer service is actually a lifeline of any business, for example,

- In some industries such as steel, chemicals and other heavy industries, products are highly commoditized. Because the products have similar features and can be substituted by products from other companies easily. If you don't want to compete in the price war, outstanding customer service is the holy grail.

- In B2B (business-to-business) environment such as enterprise software, customer acquisition cost is extremely high. The reason is that the acquisition process is very long. In order to create awareness about your products, you have to hire public relations firm to promote your products, attend numerous trade shows and conferences, create many webinars so you can identify potential customers and approach them. What if you provide subpar customer service and customers run away? You start the whole customer acquisition process and cross your fingers.

- In virtually every company, you have to deal with other departments. Those people you are dealing with every day is actually your "internal customer". If a company doesn't run in sync, this might hurt the service you provide to your external customers. So internal customer service is also a very important concept.

Now you can see why we think customer service is the lifeline of business.

Finding the Best Customer Service Book
What is the best book about customer service you would recommend? One of our readers asked. We have some of our favorite customer service book and the book about customer experience we can recommend, but we would like to compare them with other top-notch books. So we decide to collect new data as below,

- First, we gather the list of Amazon Top 100 customer service books and customer experience and remove duplicate items.

- After that, we check each book about customer service one by one if they got high customer ratings and/or get cited a lot by other books and publications.

- Finally, we narrow down to the 7 best customer service books by checking if each one of them got an endorsement from business leaders such as CEOs and Chairmen in service functions and service businesses.

7 Best Customer Service Books are as below:
  1. Raving Fans: A Revolutionary Approach To Customer Service by Ken Blanchard and Sheldon Bowles

  2. Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp

  3. The Art of Client Service: The Classic Guide by Robert Solomon and Ian Schafer

  4. The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell

  5. The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture by Robert Spector and Patrick D. McCarth

  6. Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei and Anne Morriss

  7. Outside In: The Power of Putting Customers at the Center of Your Business by Harley Manning and Kerry Bodine
In your opinion, what are your favorite customer service books and customer experience and why?

Reference
- Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the academy of marketing science, 32(3), 293-311.


Last review and update: September 15, 2018

About the Editor

Ben Benjabutr is the editor of SupplyChainOpz. He holds an M.Sc. in Logistics Management with 10+ years of experience in various functions in supply chain magement. In his free time, he enjoys reading business and management books. You can learn more about him here or connect with him via Twitter, and Quora or drop him a line via e-mail.