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 279

Books 2017 2018 Customer Experience 279

eglobalis

NOVEMBER 5, 2024

His latest book, Mindshift: Transform Leadership, Drive Innovation, and Reshape the Future , is a remarkable testament to this journey, pushing leaders to rethink their approaches and embrace transformative thinking. I find it compelling that his books and research, in most cases, steer us as readers in the right direction.

Leadership 391

Leadership Innovation Books Social Media 391

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

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

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

CloudCherry

SEPTEMBER 1, 2019

In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book? Customer service should be simple right?

2013 244

2013 2011 2012 2010 244

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

Alida

SEPTEMBER 26, 2018

To help you learn more about those strategies, we borrowed a few ideas from Tiffani Bova’s book, Growth IQ. Here, we’ve handpicked some of the best of the 10 strategies in her book. There isn’t a single best way to grow your business, Tiffani reiterates in her book. 4 Proven Ways to Grow Your Business. Tiffani Bova, Growth IQ.

Customer Insights 408

Customer Insights Insights Books ROI 408

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Do something similar for leaders From Nate Brown There is a book that really sticks out to me based on your objective. From Erica Marois: I like Karin Hurt’s Book Winning Well. She even includes several exercises in the book.

Culture 244

Culture 2019 Contact Center Leadership 244

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

Customer Bliss

OCTOBER 30, 2018

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Instead, her behavior was talked about at a conference, in this book, and likely across a lot of social media. Click here to learn more about the course and enroll. . The following is a lightly edited transcript of the video.

Hotels 256

Hotels Chief Customer Officer Social Media Books 256

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 300

2024 Entertainment Books Culture 300

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

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

InMoment XI

FEBRUARY 7, 2024

Real-Time Service, Any Time of Day In the past, consumers would book a hotel by working with a travel agent or picking up the phone. Instead, a recent survey from Statista found that 72% of consumers prefer booking travel online. Consumers are using their mobile devices to browse and book hotels. That’s no longer the case.

Hotels 195

Hotels Guest Experience Travel 2023 195

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 Financial 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

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

Customer Bliss

FEBRUARY 18, 2022

asks my friend Chip Bell , whose latest book is Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Know Your Guardrails. Who are we together and how do we figure out solutions to the problems?” Building a strong foundation for future planning is the start. Move with Purpose.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of.

Travel 240

Travel Customer Service Training Books Culture 240

Customer Bliss

JUNE 9, 2021

When writing my book, Would You Do That To Your Mother? , In that book, you’ll read about OVO Energy in the UK, who practices this level of transparency with customers by opening up their pricing plans to the public, outlining exactly what the energy costs are to them, so customers feel equity in what they are paying.

Leadership 288

Leadership Books Hospitality Customer Relationships 288

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 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. Well, there you have it.

Books 169

Books Social Media Customer Service Training Reference 169

InMoment XI

SEPTEMBER 18, 2024

Here are the top factors that make or break a great healthcare experience: Ease of Access : Make it simple for patients to book appointments, access test results, and communicate with your team. Scheduling Issues : Limited availability or complicated booking processes can drive patients away.

Healthcare 195

Healthcare Customer Experience Touchpoint Omnichannel 195

ShepHyken

JANUARY 16, 2024

I addressed spending time on the front line in my first book, Moments of Magic when I covered the All Aboard program in which executives spent one day each quarter with a salesperson visiting customers.

Customer Service 154

Customer Service Books Workshop Customer Service Training 154

GetFeedback

JULY 19, 2019

I released a modern customer service book called “Hug Your Haters: How to Embrace Complaints and Keep Your Customers.” When received, your customers are going out of their way to tell you what they like, or where you fall short. Jay Baer, founder of Convince & Convert. Connect with him: convinceandconvert.com | @convince .

Social Media 262

Social Media Feedback Webinar Books 262

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 182

Books Return on Investment Magazine Culture 182