Holiday Book Club

Book club

It’s holiday time. Neighborhoods are getting brighter with thousands of lights, Santa is stationed at every mall in the country and retailers are clamoring to meet their sales goals. I admit I do enjoy this season and all the traditions that come with it. This time of year I like to find quick ways to get smarter. I usually have some down time where I can read, listen to a podcast or two, and set some new-year goals. I have two short, business-related books that are on my holiday read list. I share them with you because I think any of us interested in improving CX can benefit from what these books have to say.

Purple Goldfish: 12 Ways to Win Customers and Influence Word of Mouth

Stan Phelps helps his reader understand that doing something unexpected and a little extra can help us stand out in the sea of sameness. He emphasizes that our current customers are the key to growing and we should focus on making their experience as good as it can be.

Why this is on my list

In our upcoming white paper, Your High-Net-Worth Strategy: It’s not what you know it is what they want, we talk about wowable service. We define that  as going above and beyond what is expected, delivering a level of service that surprises clients in the best possible way. We (Phelps and I) think similarly  about the power of the unexpected when it comes to servicing clients. I want to understand his approach to executing a strategy that includes providing the unexpected. Also I really want to understand the title of his book…what is a purple goldfish. That has to mean something, right?

The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty

Shep Hyken explains that convenience is king.  He provides examples and guidance on how to use the power of convenience to create a customer experience that can help us grow.

Why this is on my list

This bit in the book’s synopsis caught my attention, “customers pay more for convenience and will do more business with people and companies that are convenient.” That is a powerful statement and I want to understand how to identify the level of convenience that is necessary to make a difference for the customer. I also am interested in the level of personalization that is needed to create a truly convenient experience.

As we know, creating consistent good experiences is tough, but not impossible. Santa does it every year. I am excited to learn the strategies these authors offer to help better the customer’s experience.

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