If you’ve finished reading Creating Superfans and you’re looking for more resources on how to improve your customer experience, I’ve got you covered! Below is a list of some of my favorite customer experience books that I love to gift to people. I categorized them by each step of the SUPER Model so you can find the right book for your needs.
S: Start With Your Story
Why start with your story? Because your clearly defined story is your superpower. It’s what helps you go from a potential commodity in the minds of your customers and prospects to a category of one.
Getting clarity on your story is one of the most powerful (and profitable) exercises you can undertake, and the benefits will last a lifetime. If you’re looking for a deep dive on storytelling, here are 4 amazing books that will help you identify your uniqueness and share it in a memorable way:
Soundtracks by Jon Acuff
Stories That Stick by Kindra Hall
Building A Story Brand by Donald Miller
Find Your Red Thread by Tamsen Webster
U: Understand Your Customer’s Story
You remember where superfans are created, right? At the intersection of your story and every customer’s story. So, after getting clear on your story, the next step is to turn your attention to that of your customer. Check out these books below for tips on how to learn more about your customers.
Hug Your Haters by Jay Baer
Empathy in Action by Tony Bates and Dr. Natalie Petouhoff
Be A Happy Leader by Tia Graham
Exactly What To Say by Phil M. Jones
P: Personalize
Personalization is a powerful tool, even if you only have a couple of clues about your customer’s story to work with. Looking for creative ways to customize your interactions at scale? These are some of my favorite, go-to resources:
The Platinum Rule by Tony Alessandra, Ph.D and Michael J. O’Connor, Ph.D
Human-Centered Communication by Ethan Beute and Stephen Pacinelli
The Experience Maker by Dan Gingiss
Gift-ology by John Ruhlin
E: Exceed Expectations
Customers aren’t just comparing you to your direct competitors. They’re comparing you to the best experiences they’ve had with anyone, period. For more information on intentional experience design, check out these resources.
The Time to Win by Jay Baer
The Power of Moments by Chip Heath and Dan Heath
Be Amazing or Go Home by Shep Hyken
Essentialism by Greg McKeown
Winning on Purpose by Fred Reichheld
R: Repeat
SUPER customer experience doesn’t happen by accident. It happens when systems are designed, taught, implemented, and measured— again and again. Pick up one of these books (or all 4!) if you’re looking for more advice on how to scale your business.
The Long Game by Dorie Clark
Atomic Habits by James Clear
Never Lose a Customer Again by Joey Coleman
I’ll Be Back by Shep Hyken
Thanks For Coming In Today by Charles Ryan Minton
BONUS!
I know I only promised you books for each step of the SUPER Model, but I’m all about exceeding expectations so I have to throw in two more of my all time favorites!
Never Lose An Employee Again by Joey Coleman
The War of Art by Steven Pressfield
Getting There by Gillian Zoe Segal
SUPER books for kids (and kids at heart)
What Do You Do With An Idea? By Mae Besom
The Artist Who Painted A Blue Horse by Eric Carle
The Magic of Words by Phil M. Jones
