In This Chapter
Knowing where to look to delve deeper into specific topics
Exploring other aspects of customer experience
Customer experience management is a budding, dynamic discipline. Like most new disciplines, the field of customer experience management is evolving in both sophistication and depth. Emerging sub-fields include customer research, analytics, experience and user design, customer experience marketing, journey mapping, touchpoint management, and emotion management. This chapter lists ten great books, in no particular order, to help you find your bearings in this exciting field.
Consumers face a torrent of brands, attacking from all sides. How can you make yours stand out? By staging customer experiences that leave a memorable impression, according to The Experience Economy by B. Joseph Pine II and James H. Gilmore (published by Harper Business Review Press). Indeed, for Pine and Gilmore, these experiences are the missing link between a company and its potential audience. For even more insight from this dynamic duo, check out their book Authenticity: What Consumers Really Want (also from Harvard Business Review Press). It can help you determine whether your customer experience ...