Archive - CX Book Gems

CX Book Gems #35: "The Nordstrom Way to Customer Experience Excellence" by Robert Spector

Book summary of "The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture" by Robert Spector.

Jun 16

CX Book Gems #34: "No Rules Rules" by Reed Hastings and Erin Meyer

Book summary of "No Rules Rules: Netflix and the Culture of Reinvention" by Reed Hastings and Erin Meyer.

Jun 2

May 2025

CX Book Gems #33: "Building a StoryBrand 2.0" by Donald Miller

Book summary of "Building a StoryBrand 2.0: Clarify Your Message So Customers Will Listen" by Donald Miller.

May 19

CX Book Gems #32: "All Business Is Personal" by Joseph A. Michelli

Book summary of "All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement" by Joseph A. Michelli.

May 4

April 2025

CX Book Gems #31: "Maturing in Customer Experience Optimisation (CXO)" by Tim Thijsse

Book summary of "Maturing in Customer Experience Optimisation (CXO) : A step by step guide based on your customer maturity" by Tim Thijsse .

Apr 11

March 2025

CX Book Gems #30: "Delivering Happiness" by Tony Hsieh

Book summary of "Delivering Happiness: A Path to Profits, Passion, and Purpose" by Tony Hsieh.

Mar 23

CX Book Gems #29: "The Amazement Revolution" by Shep Hyken

Book summary of "The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience" by Shep Hyken.

Mar 9

February 2025

CX Book Gems #28: "Human-Centered Government" by Luis Bares

Book summary of "Human-Centered Government: Innovation Through Service Design" by Luis Bares.

Feb 23

CX Book Gems #27: From Impressed to Obsessed

Book summary of "From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans" by Jon Picoult.

Feb 9

January 2025

CX Book Gems #26: Working Backwards

Book summary of "Working Backwards: Insights, Stories, and Secrets from Inside Amazon" by Colin Bryar and Bill Carr.

Jan 26

CX Book Gems #25: Customer Experience Excellence

Book summary of "Customer Experience Excellence: The Six Pillars of Growth" by Tim Knight and David Conway.

Jan 12

December 2024

CX Book Gems #24: The Experience Maker by Dan Gingiss

Book summary of "The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share" by Dan Gingiss.

Dec 15, 2024

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