BOOKS

Customer Experience

Building Great Customer Experience
by Colin Shaw and John Ivens

This books provides an absolute fantastic overview of customer experience full of valuable insights and actionable ideas. Utilizing a clear roadmap, Shaw and Ivens guide the audience through key points with valuable case studies and useful illustrations.

The Experience Economy
by James H. Gilmore, B. Joseph Pine II

This book summarizes what I’ve learned from hundreds of customers in research sessions: a customer’s "total experience" of doing business with a company is increasingly important. Learn the key aspects of why customers prefer giving business to companies that effectively create "experience".

Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force
by Ben McConnell, Jackie Huba, Guy Kawasaki

A wonderful book that will inspire your business to build a customer-centered organization. Learn how to connect with customers to build a critical aspect of business success: a community of customer evangelists. Customer evangelists will sell your services or products and substantially increase the success of your business. As a customer experience executive, I learned first-hand how to realize success using strategies discussed in this book.

Design & Usability

Don’t Make Me Think
by Steve Krug

An excellent and quick overview of key web usability factors. I love this book because it summarizes repeated issues I’ve observed in hundreds of usability sessions. I recommend this book to anyone that creates the web experience; designers, developers, marketers, managers, executives, and web users, too.

Designing Web Usability
by Jakob Nielsen

From the usability guru, this book provides a comprehensive overview and guide to web design and usability. Create a more usable experience by learning about site design, page layout, content design and other important topics. Nielsen references dozens of web sites to help understand key points and ideas.

The Design of Everyday Things
by Donald A. Norman

This is the classic book about the importance of integrating the "customer" or user into design. It provides an excellent foundation for better understanding people and their interaction with everyday products. In 1989, this book inspired me to pursue a career in applying principles in human interaction, design and usability to create successful products and user experience.

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