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Required Reading: 5 Books About Customer Service

1 minute Read

Customer Service booksSmall business owners have a host of issues to think about on a daily basis from invoicing and payroll to inventory and fulfillment. Unfortunately, it can be easy to overlook one of the most important parts of your business: your customers. Customer-first business practices ensure your relationship with the people who buy your products keeps growing, and we’ve found five books on the different ways to make customers your top priority.

Hug Your Haters

By Jay Baer

Every company aims to provide excellent customer service, and for the most part, they succeed. However, there will always be critics, and now that social media and smartphones make it easy to share an opinion, “haters” have a large platform to air their grievances publicly. Some companies have decided to pick their battles when dealing with public criticism, but Jay Baer says it’s a mistake. He provides strategies, formulas and even a “Hatrix” to handle every situation from small complaint to complete crisis.

Increasing Customer Loyalty

By Harvard Business Review

For the business owner who’s pinched for time, Harvard Business Review offers a series of articles that provide ideas and best practices for taking care of your customers to turn a profit. These bite-sized essays include ideas on turning angry customers into advocates, satisfying customers by satisfying employees, profitable customers, and more.

Be Our Guest: Perfecting the Art of Customer Service

By The Disney Institute and Theodore Kinni

Disney has a reputation of being the gold standard of customer service, and with good reason. With seven theme parks, 27 hotels, cruise ships, retail stores and more, they serve millions of guests every year. And each one of those guests takes away a little bit of that Disney magic. In this book, you’ll learn how to make that magic yourself by making every customer interaction special, no matter your industry.

Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

By John. A. Goodman

Good customer service drives profit. Now you can find out exactly how far customer service goes with research, case studies and patented practices from the likes of 3M, American Express, USAA and more. Also included is a way to calculate the financial impact of customer service and how to align your financial goals with serving your customers.

Customer Experience 3.0: High Profit Strategies in the Age of Techno Service

By John A. Goodman

Everyone has had a less-than-satisfactory experience dealing with customer interfaces online, on mobile and on social media. Goodman covers best practices on making your customers’ interactions frictionless from first glance and making a purchase, to sorting out any issues that may arise. This turns customers into advocates and drives profits, going past basic customer service and actually delighting your customers.


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