Are you looking for the next literary gem on the topic of Customer Feedback? Have a look at our selection of the top 5 books you should definitely read on the topic:
1.The Thank You Economy
The marketing mogul and author Gary Vaynerchuk emphasizes in his book the importance of 1:1 communication in marketing and customer service. He further explains that in the world of social media, businesses can communicate and engage more easily and intimately with their customers. Thus, any business, big or small, can grow and scale relationships with their customers around the world.
This incredibly witty book uses real-life examples of companies which are taking advantage of the principles described in the book. In this way, it becomes even clearer how a company can turn challenges into opportunities for growth.
2. Hug Your Haters: How to Embrace Complaints and Keep Your Customers Happy
Jay Baer writes about the modern company, which is based on social media and therefore faces different challenges. The author shows how to manage your haters or “trolls”, how to measure customer service productivity and how to take advantage of frameworks to respond to customer complaints. The writer also emphasizes the importance of being active on the online channels where your customers leave reviews about your company or products. After all:
“Haters are not your problem, ignoring them is”.
3. Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Authors Frances Frei and Anne Morriss argue in their book that no company can perform greatly in absolutely all areas. Therefore, they advocate focusing mainly on one area – customer service. By excelling in this area, companies have a competitive advantage. Majority of companies either ignore customer service or simply don’t put much value in it. By excelling in customer service, a company can set itself apart and make it easier for potential customers to chose their products.
4. Listen or Die: 40 Lessons That Turn Customer Service into Gold
In Listen Or Die, customer experience expert Sean McDade writes about the importance of listening to your customers in order to thrive as a company. Customer Experience is of great importance nowadays, no matter the industry you are in. Therefore, the author describes 40 easy-to-use best practices for creating an exemplary Voice of Customer (VoC) program. He describes the steps of the process in detail and gives you the tools to improve your ROI. By becoming more customer-centric, you can improve all your business metrics and witness never-seen-before growth!
5. The Customer-Driven Playbook: Converting Customer Feedback Into Successful Products
The Customer-Driven Playbook provides a complete end-to-end process that will help you understand customers, identify their problems and create products they will love. This book shows you how to use the Hypothesis Progression Framework (HPF) and to improve customer satisfaction by utilizing a consistent feedback loop.
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