1. Lior Arussy, Customer Experience Strategy: The Complete Guide from Innovation to Execution (Strativity Group, Inc., 2010).
Arussy provides a practical soup-to-nuts blueprint for understanding what the customer experience is, determining how to measure current experiences, and coming up with an action plan for developing greater customer experiences.
2. Shaun Smith and Joe Wheeler, Managing the Customer Experience: Turning Customers into Advocates (London: FT Press, 2002).
The authors offer practical advice on how companies can build the power of the brand, not through advertising, but by the experience and value that they offer their customers. The book provides analysis and concrete methods for increasing loyalty and advocacy ...