ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

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Leadership 2021 Webinar Customer Service 87

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Customer Service Books on Leadership. Leadership for Great Customer Service.

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Books Customer Service Customer Satisfaction Loyalty 85

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

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2023 Customer Service Contact Center Customer Centricity 207

ClientSuccess

JUNE 15, 2022

Just as there are always new ideas around succeeding in sales or marketing, it’s crucial to stay up to date on some of the innovative ways to connect and engage with SaaS customers. 4 customer success books you need to read now! Here are four customer success books you need to put on your to-read list ASAP: 1.

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Books Customer Success Leadership Innovation 52

ShepHyken

DECEMBER 18, 2020

As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. In the months that followed, I worked with leadership teams that were leveraging technology to drive connections with their employees and customers. What a year 2020 has been!

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Leadership Customer Experience 2020 2019 73

Russel Lolacher

MAY 4, 2021

Following on the theories of Dr. James Carson, Simon Sinek wrote a book on the importance of the infinite game mindset over the finite mindset. There are many who fall into positions of leadership that are ill-suited (think Michael from The Office) and they aren’t bettering the organizational health. INFINITE vs FINITE MINDSET.

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Leadership Sports Events Connections 128

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Connect with Gregg on his platforms: Website. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. KEY TAKEAWAYS.

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Leadership Culture Books Airlines 52

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Before connecting those dots, it’s important to note the strong foundation provided in Chapters 1 and 2.

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Books Customer Centricity Advertising Culture 52

Experience Investigators by 360Connext

MARCH 19, 2024

We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart. Get ready to equip your team with the tools they need to excel in this challenging yet rewarding aspect of customer experience leadership.

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Roadmap Culture Leadership Books 200

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

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Customer Service Contact Center 2022 Magazine 252

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. Old school, cheesy, but totally on-point.

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Culture 2019 Contact Center Leadership 244

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. Green’s books The Trusted Advisor and Trust-Based Selling. It helped people learn new strategies and connective elements.

Banking 143

Banking Leadership Net Promoter Score 2015 143

ShepHyken

SEPTEMBER 9, 2024

Why is it crucial for customer service initiatives to gain buy-in and support from key organizational stakeholders and leadership? Plus, Brett shares more tips and strategies from his book, Your Hidden Profit Center: Mastering the Five A’s of Successful Customer Engagement , to help your organization save time and increase profits.

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Customer Service Contact Center Leadership Loyalty 80

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. So treat yourself to a book every quarter. Books for Product Managers. Books for Product Managers. Blogs for Product Managers.

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Books Blog Management Leadership 80

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). See it here: Most important aspect of this work stream: you absolutely have to align the senior leadership team before you do anything else. There’s an example of a silo issue that she is working to connect.

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Retail Leadership Customer Experience White Paper 0

Customer Bliss

AUGUST 3, 2018

Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. .

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Leadership Chief Customer Officer Social Media Loyalty 120

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

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Books Brands Customer Experience Chief Customer Officer 91

PeopleMetrics

SEPTEMBER 17, 2015

It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. For example, you might ask: Why isn’t this connecting with them? Emotional intelligence is a powerful leadership tool. Asking “Why?”

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Leadership Customer Experience 2006 Customer Centricity 120

ShepHyken

JANUARY 29, 2024

All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer’s perception of the company. which he wrote with Diane Magers.

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Customer Experience Customer Centricity Culture Leadership 95

Kustomer

MARCH 14, 2019

I’m thrilled to use my first-ever Kustomer blog post to announce the launch of Kustomer Book Club. Every other month we’ll be building out a recommended reading list for CX leaders interested in professional and personal development, including staying up-to-date on the latest customer management thought leadership. Please read on.

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Books Culture Blog Leadership 40

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

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Customer Experience Professionals Books Customer Experience Hotels 56

ijgolding

JUNE 16, 2015

The significance of that date is because it was the year that Jeanne Bliss wrote her first book for CCO’s – if you have never read ‘ Chief Customer Officer: Getting Past Lip Service to Passionate Action ‘ – I urge you to do so. Fortunately help is at hand – and has been since 2006. Happy reading!

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

CSM Magazine

NOVEMBER 27, 2018

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. There are more management and leadership books, training, and coaches than ever before. Without authentic communication servant leadership is impossible.

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Leadership E-support Government Communication 56

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Declare It – Once you have your leadership destination in mind, make it public.

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Leadership Automotive Hotels Culture 60

ShepHyken

JULY 21, 2024

I love the diner scene from the 1970s movie Five Easy Pieces, which I featured in my first book, Moments of Magic. Leadership wants to see the numbers before they make an investment. Connect with Shep on LinkedIn. He uses some of Jack Nicholson’s characters to teach us valuable customer service and experience lessons.

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Article 2024 Customer Service ROI 83

Qualtrics

FEBRUARY 20, 2019

Over the last 50 years, branding has evolved from the ability to differentiate products, to giving companies personalities, to making emotional connections with consumers. If you’re looking to gain inspiration for your next marketing or branding project, check out these 10 books. Hall co-founded Influence & Co.,

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Books Brands Marketing Competitive Advantage 46

Customer Bliss

DECEMBER 4, 2018

Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: 3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience. Do you trust your partners?

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Download Chief Customer Officer Workshop Books 185

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Servant Leadership. Michael Lowenstein, Ph.D., Here’s a personal story to illustrate what I mean.

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Leadership Engagement Customer Centricity Culture 60

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

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ROI Customer Experience Leadership Measurement 245

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Unite leadership in customer-asset growth definition and communication.

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Chief Customer Officer Leadership Definition Metrics 135

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. The focus of this competency is that leaders must connect the silos and enable people to act. Leadership, Accountability, and Culture.

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Chief Customer Officer Leadership Advertising Culture 118

The DiJulius Group

JULY 17, 2019

Today’s illiterate are those who have an inability to truly make a deep connection with others. It is finally here (October 2019), John DiJulius’ new book, his best work, The Relationship Economy, Building Stronger Customer Connections In The Digital Age. This book could not be timelier in the world we.

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Books 2019 Connections Article 40

Bill Quiseng

MARCH 15, 2022

And be sure to read her book, Built to Win. Details of the book are linked at the end of this post. As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. has the answer.

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Culture Customer Centricity Books Competitive Advantage 103

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. They were focused on the well-being of all of their stakeholders because they’re all connected.” Look After Employees’ Well-Being.

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Leadership Healthcare Books Feedback 200

Customer Bliss

APRIL 27, 2016

Empathy, or your ability to connect with others. But if you want to improve listening skills — of your leadership, or your team, or another subset — towards customer growth, how do you do that? Improve Listening Skills: Your Company’s Leadership. The Forbes list is a bit more functional and moment-by-moment.

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Leadership Social Media 2016 Customers 173

Customer Bliss

MAY 12, 2020

I was honored to bring to you, our audience, a live conversation with the incredible Seth Godin , leadership guide for the ages, influential writer, and author of 19 books, for a candid conversation about what he’s seeing in the world at this time. The Next Big Thing is Still the Privilege of Trust and Connection.

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Leadership Hotels Books Connections 210

ShepHyken

AUGUST 31, 2021

Immersive – Create consistent experiences that people connect with emotionally. His 20-year professional career included leadership positions at McDonald’s, Discover, and Humana. He is an author of two books ( The Experience Maker and Winning at Social Customer Care ) and the host of multiple podcasts and video series.

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Social Media Leadership Books Customer Care 143