eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

2018 414

2018 Books 2019 Customer Experience 414

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Books 344

Books 2017 2018 Customer Experience 344

eglobalis

JANUARY 28, 2025

During the event, attendees had the opportunity to pick from three books. Mindshift by Brian Solis , I had personally brought from Germany for Brian to signmaking this day extra special since I have read almost all his books since Engage. Brian never disappoints Mindshift is an exceptional book and his best work so far.

Books 195

Books Customer Centricity Events 2019 195

eglobalis

OCTOBER 14, 2024

Many of these educators rely heavily on existing resources—such as books, blogs, reports, and familiar frameworks—without pushing the boundaries of the field through hands-on practice. educators have even started publishing books in an effort to position themselves as CX experts. In some cases, particularly in the U.S.,

Customer Experience 444

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 444

BirdEye

APRIL 1, 2025

In 2025, your hotels online reputation acts as a silent front desk by: Shaping how potential guests perceive your brand Influencing their booking decisions setting expectations for the entire guest journey Now what lies at the heart of that reputation? It leads to more impressions, clicks, and ultimately, more hotel bookings.

Hotels 52

Hotels 2025 Books Management 52

eglobalis

NOVEMBER 19, 2024

This tool uses machine learning models and integrated account-level explanation algorithms within the sales CRM to automate the manual process of sales book prioritization. LinkedIn’s Account Prioritizer LinkedIn has developed an intelligent sales account prioritization engine called Account Prioritizer.

B2B 515

B2B Innovation Healthcare Culture 515

BirdEye

SEPTEMBER 4, 2024

We’ll explore how to leverage each platform to its fullest potential, helping you secure more user-generated reviews, valuable customer insights, and, ultimately, more bookings. Bookings (Booking.com, Kayak, and HotelsCombined) If you’re a property owner looking for bookings, Booking.com is one place where you need to get listed.

Travel 105

Travel Books Hotels Social Media 105

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book. She published her first book, Find Your Red Thread: Make Your Big Ideas Irresistible , in 2021.

2024 143

2024 Banking Books Customer Centricity 143

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

ShepHyken

FEBRUARY 12, 2025

One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the Human Experience. The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch.

Customer Service 85

Customer Service Books Workshop Customer Service Training 85

InMoment XI

AUGUST 17, 2023

Take the initiative today and book your meeting to start your journey towards improved NPS and a remarkable customer experience. Book your meeting today We look forward to discussing how we can support your growth and success.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Today’s guest post is from my good friend, Chip R.

Magazine 288

Magazine Metrics Customer Centricity Books 288

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . And in fact, the book argues that it costs more to delight. . The book makes two specific arguments that are key: . Finding no. Finding no.

Loyalty 257

Loyalty Touchpoint Books Article 257

CX Accelerator

JANUARY 11, 2021

In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity. If you've not read his book, , Delivering Happiness: A Path to Profits, Passion, and Purpose, I highly recommend you add it to your reading list.”.

Books 266

Books Return on Investment Magazine Culture 266

BlueOcean

OCTOBER 21, 2024

Book an appointment today. From a ruined reputation to a lost lifetime of sales to a never-ending cycle of replacing old customers, the cost is considerable. Are you ready to protect yourself against this expense? We’d love to chat with you about building a better customer experience.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

Customer Bliss

APRIL 23, 2021

Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Adrian Swinscoe, author of the book, Punk CX , and I spoke on my podcast about ways to push your leadership skills. Bell tells us why truth is vital to trust. My friend Chip R.

Customer Experience 273

Customer Experience Books Consulting Sports 273

Experience Investigators by 360Connext

AUGUST 6, 2024

He is also the author of seven books including the acclaimed: It’s Not Who You Know, It’s Who Knows You!, Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With. David’s insights have been featured on thousands of media outlets around the world.

2024 310

2024 Entertainment Books Culture 310

Customer Bliss

JANUARY 11, 2019

This is a topic I address in my latest book, Would You Do That To Your Mother? My goal with the book is to help you focus your decision making and actions on what matters most so you can inspire new behaviors inside of your company.

Download 268

Download Books Blog Customers 268

Experience Investigators by 360Connext

JULY 9, 2024

Before GitLab, David built and scaled the Americas Customer Success team at Cisco, managing a $2B book of business that included high/low touch, digital, and partner success. In prior roles at EVault and Cisco, David has also led development teams, cloud operations, and services (professional, managed, and support).

2024 284

2024 Fashion B2C Hotels 284

ShepHyken

DECEMBER 2, 2024

Plus, Edwin shares more insights from his book, Mastering the Customer Experience. He is a serial entrepreneur and is the author of 19 books, including his latest, Mastering the Customer Experience. High-Level Workflow Worksheets: Map current to future workflows to see where you can enhance the customer journey.

Customer Experience 79

Customer Experience Return on Investment Books Consumers 79

Alida

MAY 12, 2022

Indigo is Canada’s leading book and lifestyle retailer, offering a curated assortment of books, gifts, baby, kids, wellness, and lifestyle products that support their customers every day and at key life stages by simplifying their journey to live life on purpose.

Feedback 244

Feedback Books Retail Connections 244

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Touchpoint survey best practices. Best Metric: CSAT.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Books 310

Books Hotels Travel Connections 310

PeopleMetrics

JANUARY 10, 2025

When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional. The 40 lessons in the book were designed to guide companies in building strong Voice of Customer (VoC) programs that deliver real results.

2018 71

2018 Books Voice of Customer Technology 71

InMoment XI

JANUARY 27, 2022

In April 2021 however, New Zealand entered into a quarantine free travel agreement with Australia leading to a surge of flight bookings throughout 2021 and into 2022. So assuming that all my guests follow through on their promise to book a customer-focused airline, then that’s already $60,000 in lost revenue.

Airlines 397

Airlines Customer Experience 2022 2021 397

Customer Bliss

SEPTEMBER 24, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

Airlines 276

Airlines Download Books Customers 276

CloudCherry

MARCH 8, 2019

Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

eglobalis

SEPTEMBER 5, 2024

During a conversation with industry leader Sue Nabeth Moore and online insights from Nick Mehta and his books, I’ve come to firmly believe that companies successfully merging these two sets of metrics not only gain deeper clarity into customer behaviors but also unlock new growth opportunities.

Metrics 419

Metrics Customer Success 2024 2023 419

TechSee

FEBRUARY 10, 2025

Book a live demo and discover how Sophie AI can reshape your AI-driven customer service, reduce operational costs, and unlock new revenue opportunities. They’re strategic tools that let you truly see and help your customers in a personal, scalable way—raising satisfaction, driving growth, and future-proofing your business.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

InMoment XI

FEBRUARY 25, 2022

In other words, there is much vocal punditry, and even whole books, on this subject, but little substantive proof of connection or cause.

B2C 397

B2C Employee Experience Culture B2B 397

InMoment XI

NOVEMBER 5, 2024

Businesses can upload photos, present special offers, and invite users to book reservations from Maps. The free tool allows businesses to manage their profiles and connect with customers directly on Apple Maps. It also encourages user-generated content by letting customers upload photos and provide thumbs up/thumbs down ratings.

2024 195

2024 2026 Connections 2012 195

eglobalis

FEBRUARY 24, 2025

This article addresses and counters the unfounded predictions by some that customer experience will disappear by 2030, made by individuals more focused on garnering attention than on providing quality content on Linkedin.

2030 288

2030 B2B Culture Innovation 288

BirdEye

DECEMBER 28, 2024

Location-specific content can help you meet diners at different stages of their decision-making process and build a relationship even before they need a restaurant booking. Online ordering is a major convenience that can help you boost your revenue even if the diner is not looking to book a table.

Social Media 97

Social Media Books Demo Events 97