{"id":11661,"date":"2021-02-06T12:10:00","date_gmt":"2021-02-06T11:10:00","guid":{"rendered":"https:\/\/usersnap.com\/?p=11661"},"modified":"2025-04-17T07:54:43","modified_gmt":"2025-04-17T05:54:43","slug":"improve-customer-experience-resources","status":"publish","type":"post","link":"https:\/\/usersnap.com\/blog\/improve-customer-experience-resources\/","title":{"rendered":"Customer Experience Resources for SaaS: 15 Must-Read\/Watch"},"content":{"rendered":"\n

Customer experience, or CX, is critical in today\u2019s user-centered market. Customers have more information than ever before available at their fingertips, and they can share reviews with the world at lightning speed. As a result, it\u2019s important for leaders in SaaS and E-commerce businesses to constantly improve customer experience<\/a> to stay competitive.<\/p>\n\n\n\n\n\n\n\n

Fortunately, customers aren\u2019t the only ones with ample available information. Marketing, customer support, and product managers can check out these CX resources to stay ahead of the curve.<\/p>\n\n\n\n

Awesome reads to help you improve customer experience<\/strong><\/h2>\n\n\n\n

1. The Effortless Experience: Conquering the New Battleground for Customer Loyalty<\/strong><\/a><\/h3>\n\n\n\n

By Matthew Dixon, Nick Toman, and Rick DeLisi<\/em>.<\/p>\n\n\n\n

The Effortless Experience is impossible to ignore, appearing in multiple CX reading lists. Qualtrics, Capterra, and Forrester all designate it a must-read, and the book is number one on Goodreads\u2019 Popular CX Books list. In it, the authors challenge the widely accepted belief that customers need to be \u201cdazzled\u201d. Instead, they demonstrated the effectiveness of creating easy, convenient customer experiences to win loyal customers<\/a>.<\/p>\n\n\n

\n
\"The<\/figure>\n<\/div>\n\n

Try Usersnap for your CX improvement <\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n

2. Don\u2019t Make Me Think<\/strong><\/a><\/h3>\n\n\n\n

By Steve Krug<\/em>.<\/p>\n\n\n\n

The original Don\u2019t Make Me Think, published in 2005, was a hit in web usability. The 2014 edition continues the trend, listed as Amazon\u2019s number one book in User Experience and Website Usability and appearing on multiple best-of customer experience book lists. The book covers the principles of intuitive navigation and information design in the digital world.<\/p>\n\n\n\n

3. How to Use Product Feedback to Boost Customer Experience<\/strong><\/a><\/h3>\n\n\n\n

By Usersnap.<\/em><\/p>\n\n\n\n

Customer experience feedback platform Usersnap is all about enabling great CX for e-commerce and software companies. Used by Canva, Microsoft, and Facebook, the company literally wrote the book on product feedback and improving customer experience in 2019. The eBook is a great guide for current best practices and includes interviews with HubSpot, Zalando, Calendly and Atom Tickets. It\u2019s also free to download<\/a>. <\/p>\n\n\n\n

\"How<\/figure>\n\n\n\n

Our blog regularly updates to bring you more knowledge and best practices. Join 45,000+ active professionals in subscribing to our monthly newsletter.<\/p>\n\n\n\n

4. Winning Her Business: How to Transform the Customer Experience for the World\u2019s Most Powerful Consumers<\/strong><\/a><\/h3>\n\n\n\n

By Bridget Brennan.<\/em><\/p>\n\n\n\n

As the economic decision-makers in families and the biggest influencers on social media, women drive the vast majority of consumer purchasing. Winning Her Business<\/em> is recommended by Bookauthority, CustomerThermometer, and AI CX provider Bold360. <\/p>\n\n\n\n

\"Good<\/figure>\n\n\n\n

Nominated for 2019 Business Book of the Year by Porchlight. Google\u2019s Head of Retail Tom Bartley calls it \u201ca smart and scalable roadmap to actionable changes that every business can leverage to succeed with one of the world\u2019s largest growth markets.\u201d<\/p>\n\n\n\n

5. Customer Understanding: Three Ways to Put the “Customer” in Customer Experience<\/a><\/h3>\n\n\n\n

By Annette Franz<\/em>.<\/p>\n\n\n\n

Also freshly baked just late last year, Annette – Vice Chair of CXPA and member of ForbesCoaches Council – covers the 3 crucial approaches to understanding customers: surveys and data, personas, and journey mapping. You should be able to take action points right after reading this book.<\/p>\n\n\n

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\"customer<\/figure>\n<\/div>\n\n\n

Videos and podcasts for improving customer experience<\/strong> know-how<\/h2>\n\n\n\n

6. Using Learning to Improve Customer Experience<\/strong><\/a><\/h3>\n\n\n\n

By David Wentworth and Tim Duranleau.<\/em><\/p>\n\n\n\n

Well-trained team members provide great customer experiences, and good training requires understanding how people learn. In this webinar, learning research expert Wentworth and VP of Marketing & Global Sales Productivity at Medallia Duranleau provide interesting insights into the many ways good training can be leveraged to improve customer experience. <\/p>\n\n\n

Try Usersnap for your CX improvement <\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n

7. The 6 Top Customer Experience (CX) Trends Every Company Must Get Ready for Now<\/strong><\/a><\/h3>\n\n\n\n

By Bernard Marr.<\/em><\/p>\n\n\n\n

Rated one of the top five business influencers in the world by LinkedIn, and the number one influencer in the UK, you could say Marr knows a little something about business performance. He applies his expert perspective to CX in this informative video about current trends and how companies are responding to them.<\/p>\n\n\n\n

8. How to Build a More Sophisticated Customer Journey to Improve Customer Experience<\/strong><\/a><\/h3>\n\n\n\n

By WBR Insights<\/em>.<\/p>\n\n\n\n

For B2B e-commerce businesses, this filmed panel discussion of VPs and Department Directors at B2B Online may be of particular interest. The participants cover topics like improving customer experience though touchpoint interactions and measuring success.<\/p>\n\n\n\n

9. Rockstar CX Podcast<\/strong><\/a><\/h3>\n\n\n\n

By<\/em> James Dodkins<\/em>.<\/p>\n\n\n\n

Dodkins interviews accomplished CX professionals on his Rockstar CX Podcast. This includes influencers like Jeanne Bliss, author of bestselling Would You Do That To Your Mother? The \u2018Make Mom Proud\u2019 Standard for How To Treat Your Customers.<\/em><\/p>\n\n\n\n

10. The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business<\/a><\/h3>\n\n\n\n

By Blake Morgan.<\/em><\/p>\n\n\n\n

Blake’s new book, available in Audiobook (free for trial users!), you will get 10 easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective to keep up with the demands of the customer of the future.<\/p>\n\n\n\n

\"The<\/figure>\n\n\n\n

<\/p>\n\n\n\n

Bonus! Apple Worldwide Developers Conference<\/a><\/strong> 1997<\/a><\/h3>\n\n\n\n

By Steve Jobs.<\/em><\/p>\n\n\n\n

This is a quick oldie from the tech pioneer himself, and it\u2019s still relevant today: \u201cYou\u2019ve got to start with the customer experience and work backwards to the technology.\u201d<\/p>\n\n\n\n

Top blogs to follow to ensure continuous customer experience<\/strong> improvement<\/h2>\n\n\n\n

11. My Customer<\/a><\/h3>\n\n\n\n

If you are keen to stay on top of industry insights, trending articles and research, My Customer Blog is great. You can find different topics related to CX strategies for marketing, sales, contact centers and management.<\/p>\n\n\n\n

12. Customer Experience Magazine<\/strong><\/a><\/h3>\n\n\n\n

Customer Experience Magazine is an online magazine providing industry news, blogs, reports, and more. It also appears in Feedspot\u2019s top CX resources, boasting feed followers like CX Network, B2BMarketing.net, CMSWire, and Crunchbase.<\/p>\n\n\n\n

13. People Metrics<\/strong><\/a><\/h3>\n\n\n\n

The People Metrics CX Blog is \u201cwritten by CEM experts who live & breathe customer experience every day.\u201d It is also number one on customer data platform NGDATA\u2019s 50 Customer Experience Blogs You Should Be Reading.<\/em><\/p>\n\n\n\n

14. Forrester Blog<\/strong><\/a><\/h3>\n\n\n\n

Most SaaS and e-commerce leaders know Forrester as a highly useful research provider. Yet, not all of them leverage this influential blog to improve customer experience. The Forrester Blog is recommended by TrustRadius and is number one on CustomerThermometer\u2019s best CX blogs list, for good reason.<\/p>\n\n\n\n

15. CX Network<\/strong><\/a><\/h3>\n\n\n\n

CX Network regularly publishes articles by today\u2019s top CX influencers, such as CEO of Beyond Philosophy Colin Shaw and Director of CX and Analytics at Microsoft, Michelle Huenink. The network boasts over 31,000 members and publishes an Annual Global State of CX Report. Follow them for regular insights from the experts.<\/p>\n\n\n

Try Usersnap for your CX improvement <\/h2>Try Usersnap Now<\/a><\/div>\n\n\n\n

A Little Homework Goes a Long Way to Improve Customer Experience<\/strong><\/h2>\n\n\n\n

Customer centricity<\/a> has become a basic expectation of businesses today. This requires SaaS and e-commerce companies to delve more deeply into understanding the market. As the resources above suggest, some areas to inspect include usability, customer feedback, and even team training.<\/p>\n\n\n\n

Improving customer experience is a long-term, ongoing journey. Take advantage of every resource available to ensure success for your customers, including subscribing to blogs like Usersnap\u2019s here<\/a>, and watch your retention and business grow thanks to continual, timely, and relevant knowledge.<\/p>\n\n\n\n

If you need a proper customer feedback tool<\/a>, certainly check out Usersnap and make your company much more successful by listening to your customers.<\/p>\n","protected":false},"excerpt":{"rendered":"

Customer experience, or CX, is critical in today\u2019s user-centered market. Customers have more information than ever before available at their fingertips, and they can share reviews with the world at lightning speed. As a result, it\u2019s important for leaders in SaaS and E-commerce businesses to constantly improve customer experience to stay competitive.<\/p>\n","protected":false},"author":47,"featured_media":11665,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"inline_featured_image":false,"ub_ctt_via":"","footnotes":""},"categories":[841],"tags":[],"class_list":["post-11661","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-feedback-ultimate-blog"],"acf":[],"featured_image_src":"https:\/\/usersnap.com\/blog\/wp-content\/uploads\/2020\/02\/10-CX-ebooks-you-should-read-to-kickstart-your-CX-strategy-Copy.png","author_info":{"display_name":"Ashley Cheng","author_link":"https:\/\/usersnap.com\/blog\/author\/ashleycheng\/"},"yoast_head":"\n15 Must Read to Improve Customer Experience in SaaS 2025<\/title>\n<meta name=\"description\" content=\"Boost your know-how to improve customer experience with these great reads. 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