Customer Bliss

MARCH 26, 2019

In my book, “ Would You Do That To Your Mother? In each of our roles, in each of our work, you’ll have to collaborate with others on projects. But you’ll also have many opportunities to take personal accountability and make a difference where you are within the organization.

Leadership 181

Leadership Chief Customer Officer 2019 Customer Experience Professionals 181

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. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Blueprint for customer-centricity. ,

Books 266

Books Return on Investment Magazine Culture 266

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. Building Relationships is Key to Survival.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

ShepHyken

FEBRUARY 26, 2024

Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. About: John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way. ” “Think slowly, act fast.

Leadership 100

Leadership Books Communication Customer Service 100

Customer Bliss

APRIL 23, 2021

My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Books Consulting Sports 273

Experience Investigators by 360Connext

MARCH 9, 2015

There are now zillions of books (that’s a lot) focusing on customer experience. Whether or not your title says it, your leadership is needed! Blog Customer Experience Featured leadership learning linkedin resources' The passion is a start, but information and knowledge will help you get a lot farther.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

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?

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Customer Bliss

JULY 11, 2017

Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation.

Leadership 0

Leadership Customer Experience 2013 2011 0

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.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Customer Bliss

SEPTEMBER 15, 2016

Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret. (I The role of the customer leadership executive is to engage leaders and the organization to want to be a part of one-company storytelling and prioritization of actions to earn the right to customer-driven growth.

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

ShepHyken

DECEMBER 2, 2024

Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative. 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.

Customer Experience 79

Customer Experience Return on Investment Books Consumers 79

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Books 88

Books Customer Experience Chief Customer Officer Customer Experience Management 88

Customer Bliss

FEBRUARY 18, 2022

If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once again). Know Your Guardrails. Move with Purpose.

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2022 Customer Experience Chief Customer Officer Books 286

Customer Bliss

MARCH 21, 2019

Horst definitely knows a thing or two about creating excellent customer service and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins. Horst shares that he wrote this book to get CEOs thinking about what it really means to be a leader at this executive level.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

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.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Customer Bliss

MARCH 29, 2017

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. I came to understand that leadership, integrity, and honesty of purpose is what you do when no one is watching. Being a Balanced Leader.

Leadership 208

Leadership Culture Telecommunications Customers 208

Customer Bliss

OCTOBER 17, 2018

In my most recent book, Would You Do That to Your Mother , I write that make-mom-proud companies start with the lives of their customers and prove with their actions that they have their customers’ best interests in mind. As I say in the book: to reach your goals, help others to achieve theirs!

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Leadership 2016 Books Customers 231

ShepHyken

SEPTEMBER 4, 2023

Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged. Great leadership requires humility and putting the team’s needs above personal ego. Most of the time, people don’t leave because of the company.

Leadership 90

Leadership Culture Financial Retail 90

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.

Leadership 128

Leadership Sports Events Connections 128

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo.

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2005 2012 Social Media Contact Center 316

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton.

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Books Leadership Hospitality Consulting 148

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. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Blueprint for customer-centricity. ,

Books 182

Books Return on Investment Magazine Culture 182

Customer Bliss

DECEMBER 4, 2018

.” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Nov 28, 2018 at 8:00am PST. HOW WOULD YOUR COMPANY ACT IF EVERY CUSTOMER WERE YOUR MOM?

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Download Chief Customer Officer Workshop Books 185

ShepHyken

MARCH 24, 2025

.” About: John Rossman is the managing partner at Rossman Partners and the best-selling author of Big Bet Leadership , The Amazon Way , Think Like Amazon , and his latest, The Pig, The Lipstick, and The Playbook of Champions. (Be

Innovation 69

Innovation Customer Experience Download Leadership 69

Alida

OCTOBER 13, 2016

In a breakout session, Amy Moore, strategic insights data manager at Kelley Blue Book, and Steve McSpiritt, market research specialist at Barnes & Noble College, revealed the steps they took to start generating revenue from customer feedback. Build thought leadership and brand awareness. Here are some highlights from the session.

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Marketing Feedback E Commerce Advertising 235

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Books Competitive Advantage 105

Customer Bliss

FEBRUARY 23, 2016

That’s the only path to sustainable organizational, leadership, and cultural change. In my book Chief Customer Officer 2.0 , I wrote about my experiences with Heather Carroll Cox, who then held the title of Chief Client Experience, Digital and Marketing Officer at Citi. They enable real collaboration to occur.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

Customer Bliss

MARCH 2, 2016

Leadership. These are Tony’s words from the afterword of my book I Love You More Than My Dog , and truer words were never spoken. Leaders’ behaviors in enabling the company to apologize well and mend the customer relationship is a company’s humanity litmus test.

Customer Experience 164

Customer Experience Airlines Social Media Leadership 164

ShepHyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. Caring leadership is showing daily actions that show concern and kindness to those you lead.

Leadership 142

Leadership Books Customer Focused Customer Service 142

Experience Investigators by 360Connext

FEBRUARY 12, 2015

We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. B2B Blog Customer Experience Customer Journey Mapping Featured customer journey mapping customer service leadership linkedin management SaaS software-as-a-service' SaaS is a great business model.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

ShepHyken

MARCH 24, 2025

BONUS Top Reads to Boost Your Contact Centre Leadership Skills by Stephanie Lennox (Call Centre Helper) As a contact centre leader, youre always managing a fast-paced environment while also ensuring your team delivers exceptional service.

Article 73

Article 2025 Customer Service Healthcare 73

Experience Investigators by 360Connext

MARCH 16, 2015

Jeannie Walters is a TEDx speaker with more than 16 years of experience leading discussion and delivering keynotes as well as leadership and motivational addresses for conferences and corporate events around the world. Get in touch to book Jeannie today! . Your Name *. Phone Company Name.

Events 223

Events Customer Experience Webinar Telecommunications 223

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

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

BlueOcean

JUNE 27, 2024

In “Customer-Centric Harmony: Crafting Experiences That Strike the Right Chord,” CX expert Olga Potaptseva outlines a holistic approach to engaging customers by aligning leadership, technology, processes, people and culture, and customer experience management. Book an appointment here to explore how Blue Ocean can help.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s leadership clearly understands the experience for the customer goes way beyond putting the lid on the soup. Leadership at this particular store saw it as important, and I’m betting it’s a consistent experience at other stores, too. Empowered Employees Outshine "By the Book" Service. Consistently.

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2013 Customer Service E-support 2014 252