This shows the empowerment that customers have today.
It is not enough to offer an efficient product at a competitive price. It is necessary to provide a purchasing and service experience that is pleasant for the consumer.
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If this experience is negative, 59% of customers will never do business with that company again .
Therefore, developing a customer service process should be the focus of organizations that want to achieve success . In fact, 72% of companies say that this is already their top priority.
Therefore, studying and learning about the best practices, methodologies and strategies of experts is a must.
To help you with this, we have selected 8 of the main books on customer service so that you can delve deeper into this universe and make your business special in the eyes of the customer, beyond the products and services.
Follow the reading!
8 books about customer service
1. The Disney Way to Delight Customers, by Disney Institute
There is no denying that Disney knows, like no one else, how to delight its customers.
Those who have had the opportunity to visit the famous Walt Disney World will have noticed that the customer service provided by the theme park's employees is truly outstanding.
With the purpose of sharing the techniques, actions and strategies developed by the entertainment giant, Disney launched, in 2011, one of the main and most relevant books on customer service, The Disney Way of Delighting Customers .
The work covers all aspects of good service , from maintaining the physical space, recruiting, selecting and training employees , motivating methods and internal processes; a must-read for studies on customer success and Customer Service!
2. Customer Success, by Dan Steinman, Lincoln Murphy and Nick Mehta
And speaking of customer success, we couldn't fail to mention Customer Success, by Dan Steinman, Lincoln Murphy and Nick Mehta; also one of the most notable books on customer service.
The term customer success is often associated with SaaS companies and startups, but the truth is that the customer success strategy is applicable to any business model.
The intention of the work is precisely to show the full power of this practice in companies that aim to engage and retain customers , and increase their revenue. To do so, it is necessary to understand that customer success goes far beyond customer satisfaction.
3. The Zappos Experience, by Joseph A. Michelli
One of the most indispensable books on customer usa business fax list service is The Zappos Experience, by Joseph A. Michelli.
Zappos, founded by Tony Hsieh, is an e-commerce shoe and clothing company that, in 10 years, increased its revenue from 0 to US$1 billion.
The founder's main inspiration was “delivering happiness”, which he put into practice and won over his audience through excellent service.
4. Excellence in customer service, by Alexandre Lazzi Las Casas
Customer service is, in fact, a competitive differentiator. After all, this aspect is crucial for 96% of consumers to become loyal to a brand, according to a global survey by Microsoft .
Alexandre Lazzi Las Casas’ book on customer service also reinforces this.
In the work, the author shares 3 approaches necessary to build customer loyalty:
customer service oriented organization;
culture of quality internal services;
people management.
In this way, it is possible to see customer service as a strategic element for a company's success.
5. Satisfaction Guaranteed, by Tony Hsieh
Do you remember the case of Zappos? Well, the founder himself also made a point of sharing the path he took to achieve success.
Two of the most significant features of Tony Hsieh's management are:
the practice of always putting the customer first;
transmit happiness.
These two pillars supported Hsieh's strategies that turned a simple footwear e-commerce into one of the most valuable companies on the market.
However, the author reinforces that trials and errors are inevitable, but you can use them as a learning process and improve your actions.
On the other hand, Hsieh also exposes in Satisfaction Guaranteed the unusual techniques and strategies he used to offer one of the best customer services in the world.
6. It's the Customer That Matters, by Michael A. Aun
Michael A. Aun is a true sales champion and has been in the business since 1974.
In the work, the author highlights the importance of customer service to transform a company into a successful business.
But to do this, you need to understand that the customer must be the center of attention during the service, only then will they feel truly satisfied and happy.
7. Neuromarketing: The New Research on Consumer Behavior, by Pedro de Camargo
No customer service strategy will be effective if you don't understand consumer behavior for your products and services.
And diving into this field is a true science.
Pedro de Camargo's work is one of the most comprehensive and valuable books on customer service for entrepreneurs looking to deliver a differentiated service to their customers.
This is because the author explores biological factors that make us consume in a certain way and, based on this understanding, develops strategies that are more compatible with the public.
8. Made for the client, by Roberto Meir and Daniel Domeneghetti
The authors interviewed directors of large Brazilian companies to discuss issues affecting customers, to understand more about the main methodologies, strategies and techniques that made them productive and achieve (and maintain) success.
These companies have one thing in common: a focus on customer service.
Therefore, if you want to learn from the most successful Brazilian companies, be sure to read this book!
