Marketing

TBR: 8 Books on Client Experience

Client experience has become a popular buzzword in our industry over the past few years. But what does it really mean? And how do you do it? These eight books can help you get started. Some offer real life case studies and some offer frameworks to implement, but all of them have one thing in common: creating a memorable experience for your firm’s clients.

 

Be Our Guest by The Disney Institute

During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations. Be Our Guest highlights the successes many of these companies have achieved, plus the key processes and best practices that have made Disney a trusted and revered brand around the world for more than eighty-five years.

 

The Power of Moments by Dan and Chip Heath

 The Power of Moments explores why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work.

This book features captivating stories of people who have created standout moments: The owners who transformed an utterly mediocre hotel into one of the best-loved properties in Los Angeles by conjuring moments of magic for guests. Relief workers who beat a deadly health practice in one village by causing the locals to “trip over the truth.” The scrappy team that turned around one of the worst elementary schools in the country by embracing an intervention that lasts less than an hour.

Filled with remarkable stories and practical insights, this book proves we all have the power to transform ordinary experiences into unforgettable ones.

 

The Nordstrom Way by Robert Spector and Breanne Reeves

In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization―in any industry―in every corner of the world. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences.

The Customer Experience Playbook by Jonathan Daniels

People around the world are waking up to the power of customer experience. Many successful household names have dominated their markets in recent years by employing customer-centric strategies and practices. The Customer Experience Playbook is practical, with lots of insights, activities and case studies helping you to implement customer centric practices in your organization. How do you lead a customer-centric transformation? Where do you start? What sort of challenges can you expect on the way? The Customer Experience Playbook presents the ICON© process. The book unpacks the details in each step and brings in examples from industry professionals as well as best practice advice.

 

The Little Customer Service Book by Rick Grassi

Have you noticed the difference in how you feel, getting customer service from someone who is terrific to talk to versus the help you receive from people just going through the motions? Or worse, by someone whose attitude seems awful? What was it about the first person? What did they do?

That’s the subject of The Little Customer Service Book. With more than 30 years of direct customer service experience in both corporate America and as a business owner, author Rick Grassi has condensed decades of getting results into a slim volume full of simple and essential guidelines for superior customer service.

 

Never Lose a Customer Again by Joey Coleman

Coleman’s theory of building customer loyalty isn’t about focusing on marketing or closing the sale: It’s about the First 100 Days® after the sale and the interactions the customer experiences.

In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. If you can understand and anticipate the customers’ emotions, you can apply a myriad of tools and techniques — in-person, email, phone, mail, video, and presents — to cement a long and valuable relationship. Coleman’s system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle.

 

Fans First by Jesse Cole

The Savannah Bananas should not exist. You can’t name any of their players. They play in a 1920s-era ballpark with no ads or billboards. They play in kilts, stilts, and stilettos. They even have an all-grandma dance team: the Banana Nanas.

Everything the Bananas do is unconventional. It shouldn’t work. And yet they sell out every game, have a waitlist in the thousands, ship merchandise around the globe, and entertain millions of followers on social media.

How is this even possible? Two words: fans first.

Packed with behind-the-peel stories, hard-earned lessons, and a few other surprises, Fans First teaches you how to stand out in your marketplace, drive explosive growth, and inspire fanatical loyalty.

If this all sounds bananas, that’s the point. Normal leaders read normal books and get normal results. But if you’re ready to change the game, break the rules, and create your own unforgettable team, then it’s time to go fans first.

 

Creating Superfans by Brittany Hodak

Superfans aren’t just for pop stars and NBA teams. What if your customers loved your brand the way Swifties love Taylor or Drake loves the Raptors? What if they came back again and again…and told their friends to do the same?

In Creating Superfans, award-winning entrepreneur and keynote speaker Brittany Hodak shares a powerful framework for transforming your business from a commodity into a category of one.

Memorable case studies from businesses of all sizes illustrate that customer experience, or CX, is the battlefield for wining – and keeping – customers. Brittany’s game-changing CX system, the SUPER Model, is simple to learn, deploy, and measure across every organization.

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About Rachael McGrew


Rachael McGrew is the Business Development Director for Landmark CPAs, one of Arkansas’ largest accounting firms. In her role, she wears many hats, including overseeing the firm’s marketing and business development strategy, managing internal and external communications, maintaining the firm’s social media and web presence, planning and executing firm events and community outreach programs, assisting with M&A, coordinating recruiting campaigns, and serving on industry association committees. Within AAM, Rachael leads an AAM Circle focused on HubSpot. She is a graduate of the Leadership Fort Smith program and a 40 Under 40 honoree by both the Arkansas Business Journal and the Northwest Arkansas Business Journal. She is also a member of the Associated Builders and Contractors of Arkansas’ Western Council. Rachael holds a Bachelors of Business Administration in Marketing with a minor in Interdisciplinary Studies from the University of Central Arkansas and a Technical Certificate in Graphic Design from the University of Arkansas – Fort Smith. She is married to an outgoing entrepreneur she’s known since junior high, and they have a witty teenager they follow around to volleyball practice and tournaments.

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