5 Customer Service Books Every eCommerce Seller Should Read
Last Updated: September 20, 2020
Customer service is the key to eCommerce success. Here are five books that offer real-world advice to help you take yours to the next level.
If you follow Replyco on social media or read our blog posts and guides on The Brainery, you know we talk a lot about customer service. That’s because customer service is the cornerstone of any successful eCommerce business.
For that reason, we’ve put together a list showcasing some of our favorite books on the topic. These page-turners all offer uniquely helpful, engaging and innovative insights for anyone who works in the eCommerce, sales or retail industry. Without further ado, here are 5 books that can help you take your customer service to the next level.
1. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience
Our first recommendation is all about creating an incredible customer experience. Authored by Shep Hyken, The Amazement Revolution… details how to make every important aspect of the customer experience a little bit better. Hyken offers seven customer service strategies that really work.
2. The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
Next is an The Best Service is No Service… authored by Bill Price and David Jaffe. This one is an excellent read on reducing negative interactions and focusing your customer support on strategies that make the greatest impact.
3. Customer Loyalty: How to Earn It, How to Keep It
Up third is some highly practical advice from Jill Griffin. This exciting book teaches you how to create your own customer loyalty program. Griffin focuses on the factors that affect customer loyalty and details useful tactics you can implement in your own business.
4. Delivering Happiness: A Path to Profits, Passion, and Purpose
Our fourth book was authored by a highly success eCommerce entrepreneur. In Delivering Happiness…, Zappos CEO Tony Hsieh goes into how and why he started his company, and shares countless takeaways for how to think about your relationship with customers.
5. Hug Your Haters: How to Embrace Complaints and Keep Your Customer
And finally, here’s a book that helps you use your negative experiences to grow and improve. Due to social media, unhappy customers now have the means to be more vocal than they have ever been before. Author Jay Baer breaks down the two types of critics (which she calls “haters”), and offers realistic insights on how to deal with them based off of in-depth research and case studies.
If you’re a multi-channel eCommerce seller who wants to improve customer service, check out Replyco. We can help you centralize your inbox, take control of your messaging, boost response rates and delight shoppers. Start your FREE trial today (no credit card required)!