Brittany’s Favorite Customer Experience Books

Stack of books

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 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

Thanks For Coming In Today by Charles Ryan Minton


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

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

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