Jeff Toister’s Blog
Communicate Better Blog: Making Customer Service Awesome!
Customers that Stick Blog
Curtin, S. (2013). Delight your customers: 7 simple ways to raise your customer service from ordinary to extraordinary.
Frei, F., & Morriss, A. (2012). Uncommon service: How to win by putting customers at the core of your business. Boston, Mass: Harvard Business Review Press.
Goodman, J. A. (2009). Strategic customer service: Managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits. New York, NY
Hyken, S. (2011). The amazement revolution: Seven customer service strategies to create an amazing customer (and employee) experience. Austin, Tex: Greenleaf Book Group Press.
Solomon, M. (2012). High-tech, high-touch customer service: Inspire timeless loyalty in the demanding new world of social commerce. New York: American Management Association.
International Customer Management Institute (ICMI)
Customer Experience Association (CXPA)