Leading the Customer Experience by Brad Cleveland

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This latest book from Brad Cleveland, a legend in the customer service and customer experience space, is a terrific jump into how to build, and execute on, a solid customer experience vision. Not just a high-level overview, Leading the Customer Experience lays out a comprehensive view of how to go from just caring about your customers to building a super focused customer experience strategy.

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The Effortless Experience - A Must Read for Contact Center Managers

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A fellow NorCal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi.  I loved it. If you work in a call center, or provide service to customers, this is a must read.

The book comes from the Harvard Business Review article, "Stop Trying to Delight Your Customers". 

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