2026 Customer Service Resources

How to Improve Customer Experience & Customer Service

In a turbulent competitive marketplace, customer service is more than just problem-solving — it’s about creating memorable moments that make people want to return, refer, and rave about your business. Whether you’re running a small business, managing a service team, or leading a company-wide transformation, investing in customer experience (CX) has never been more essential. Great service doesn’t just satisfy your clients — it builds trust, reputation, and long-term success.

This page features a carefully selected list of the best books, videos, and training resources to help you master the art of service excellence. From inspiring reads like Hug Your Customers and The Power of Moments to practical strategies from service legends like Ron Kaufman and Jan Carlzon, you’ll find proven tools to uplift your team, delight your customers, and strengthen your brand experience. Each resource shares actionable insights into how to personalise service, create emotional impact, and build a customer-first culture.

Whether you’re looking to energise your frontline staff, refine your systems, or spark culture change across your organisation, these customer service classics and videos will provide inspiration and direction. Dive in, take notes, and start applying fresh ideas to create wow-worthy moments for your clients — because great service is the difference between a one-time buyer and a loyal fan for life.

Delivering a great customer experience is vital if you want your customers and clients to return and tell others about your amazing products and services.

BEST Customer Service Books for Improving Your Customer Experience

Here are some great books that can help develop and nurture a Quality Service Culture in your business.

Hug Your Customers by Jack Mitchell

Hug Your Customers by Jack Mitchell is a delightful and inspiring book that explores the power of exceptional customer service and the ways in which it can transform a business. With its strategies and real-world advice, this book is a must-read.

The book discusses an extensive range of themes, including the importance of customer feedback, the value of personalisation and customisation, and the ways in which exceptional customer service can drive growth and success. Jack Mitchell also provides guidance on how to build a customer-centric culture and how to empower and motivate employees to deliver exceptional customer service.

One of the unique aspects of this book is its focus on the emotional aspects of customer service. The author emphasises the importance of empathy, kindness, and genuine care in building strong relationships with customers and offers practical tips for delivering exceptional service with a personal touch. It is a modern-day sales book that allows you to boost your customer service while maintaining quality relationships with your clients.

Up Your Service! – Ron Kaufman

“Up Your Service!” is a must-read book by Ron Kaufman that delves into the art of creating exceptional customer experiences. Drawing from years of experience in the service industry and his expertise in customer service training, Kaufman offers practical tips and actionable strategies to elevate your customer service game to the next level.

Ron Kaufman is a leader, motivational speaker and educator based in Asia. He has combined all his learnings into a book to help you build the right service culture and surprise & delight your patients.

 

 

 

The Power of Moments – Chip & Dan Heath

The New York Times bestselling authors of Switch and Made to Stick explore 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.

 

 

Other Customer Service Videos

• Hot Dog Story Video – https://www.youtube.com/watch?v=IDbY2meoouI
• 14 Must-Watch Customer Service Videos – https://www.edesk.com/blog/customer-service-videos/
• Customer Service Video Collection – https://www.zendesk.com/au/blog/customer-service-videos/

Further Resources for Leaders to Improve Your Customer Service

• Best Resources for Leaders
• Best Resources for Wellness and a Positive Mental Attitude
• List of the Best Australian Experts and Speakers on Customer Service and Customer Experience
• Best Resources for Improving Patient Experience and Medical Customer Service