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.

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Chief Customer Officer Leadership Books Reference 238

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. What are the metrics we’re watching? Emotional intelligence is a powerful leadership tool. And your rational mind? Where is the coffee?

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Leadership Customer Experience 2006 Customer Centricity 120

Customer Bliss

JUNE 16, 2016

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development. The first step is actually around leadership development.

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Leadership Customer Experience Travel Customers 141

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 251

Customer Bliss

FEBRUARY 23, 2016

This typically involves leading operational change, nurturing and developing employees, and hitting operational targets and metrics that improve the company. That’s the only path to sustainable organizational, leadership, and cultural change. Everything, of course, is through the lens of total customer focus.

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Customer Experience Chief Customer Officer Presentation E-support 231

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

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Leadership Chief Customer Officer Document Metrics 120

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

ShepHyken

MARCH 24, 2025

Customer metrics and feedback should not solely focus on the average experience. ” 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

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Innovation Customer Experience Download Leadership 71

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

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. ” or “How does it affect what I do? These all fit together.

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Retail Leadership Customer Experience White Paper 0

Beyond Philosophy

JUNE 20, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. performance metrics flatline and, for all intents and purposes, have little or no granular actionability. Two years ago, they adopted, system-wide, one of the popular single number performance metrics. Michael Lowenstein, Ph.D.,

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B2C B2B Metrics Competitive Advantage 102

Customer Bliss

JANUARY 5, 2017

I love coming into companies and helping them understand the value of CX — and helping the CX leaders unify the rest of the leadership team. It’s the central theme of my books , my podcast , and my keynote speeches. They have “soft” metrics rather than real business goals.

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2017 Omnichannel Retail Article 236

Customer Bliss

APRIL 27, 2016

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. I’ve written about this in different ways in both my books and countless times on this blog too.

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Leadership Social Media 2016 Customers 173

Customer Bliss

DECEMBER 15, 2016

One-company accountability, leadership, and culture. I recently saw a new book that was more about overall company strategy that got me thinking. The book is called The Carrot Principle and it mostly talks about recognition and engagement. The strategic management pillars mentioned in this book are: Goal-Setting.

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Management 2017 Books Leadership 152

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 95

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

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. Elevate customer growth/loss as a success metric of the business.

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Chief Customer Officer Leadership Definition Metrics 135

Customer Bliss

SEPTEMBER 29, 2016

Customer complaints: Use proactive operational metric tracking. I’ll give you a quick example from my book CCO 2.0. This is an example of what I’d call “proactive operational metric tracking.” Design metrics around (1) with an eye towards (2). This is tied to Competency No.

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Social Media Metrics Customers Brands 239

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time. ” – Charles W.

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Books Customer Service Culture E-support 88

Gainsight

MARCH 27, 2025

As International Womens History Month comes to a close, it’s a fitting moment to celebrate the powerful intersection of women in leadership and customer success. Understand Your Metrics Bear highlighted the essential metrics that Customer Success teams should be in tune with as a revenue-focused department.

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Books Customer Retention ROI Metrics 52

InMoment XI

OCTOBER 8, 2024

Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs. You can use metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to monitor specific aspects of your customer experience and identify areas of improvement.

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Customer Experience 2024 Net Promoter Score Financial 195

Customer Bliss

JUNE 15, 2017

This is a complex, far-ranging topic and we’re only going to cover it in a brief blog post (although I do speak often about collaboration in books and speeches), but I wanted to touch on some recent research and thought leadership around collaboration. Figure out what metrics they are evaluated on. Understand what they do.

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Competitive Advantage 2017 Leadership Books 187

Customer Bliss

APRIL 28, 2016

This all begins with moving towards One-Company Leadership — connected silos, not dueling silos — and for an idea of how to do that, read this post on organizational decision-making. Another part is having systems in place where people can earn extra money or rewards for certain tasks or achieved metrics.

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Leadership Reference Engagement Books 175

Customer Bliss

MARCH 2, 2018

If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. You’ll need a lot of resources, backing from leadership, and a willingness across the organization to commit to ideas that upend existing practices.

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Chief Customer Officer Leadership Books Definition 189

InMoment XI

APRIL 3, 2023

So at the recommendation of my supervisor, I read two books that you’re probably familiar with: The Ultimate Question 2.0 The case studies in the books made sense. However, it wasn’t until a couple of years ago that our leadership team asked me to lead the effort to rethink and revamp our CX program: Elevate. and Outside In.

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Touchpoint Customer Centricity NPS Feedback 195

Customer Bliss

DECEMBER 8, 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. Unite Your Teams to Achieve a Company-Wide Metrics Goal. Build Customer Listening to Align to the Various Stages of the Customer Journey.

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Net Promoter Score Chief Customer Officer Books NPS 203

PeopleMetrics

FEBRUARY 4, 2025

This phase is about choosing the right customer touchpoints to measure, ensuring survey distribution is automated, and getting leadership buy-in. The best VoC programs still require leadership, culture, and accountability. Identify a moment of truth a critical touchpoint where experience can make or break customer loyalty.

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Touchpoint Financial Hotels Leadership 62

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.

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Culture Leadership Books Competitive Advantage 105

Customer Bliss

NOVEMBER 3, 2016

Grab a hard copy of my book Chief Customer Officer 2.0 and flip on over to page 175. Operational reliability metrics. This customer room power is going to drive your (a) leadership growth, (b) customer-driven growth engine, and (c) opportunities for customer analysis. The power of the customer room: Visual storytelling.

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Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Customer Bliss

MAY 19, 2016

This is about a new language set for the leadership team, and a new definition of success — namely, customers as assets. Senior leadership teams are very often in meetings, and those meetings typically have a regular cadence to them relative to each team. There are also dozens of examples in my books.) Is it shared?

Customer Experience 171

Customer Experience Social Media Leadership Books 171

Calabrio

FEBRUARY 20, 2025

How to Leverage Chatbot Analytics for Continuous Improvement Monitor Key Metrics To ensure chatbot effectiveness, businesses should track key chatbot performance metrics like: Bot Automation Score (BAS) Measures how well chatbots resolve inquiries. Book a demo to learn more.

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Contact Center Customer Satisfaction Metrics ROI 64

Kayako

JULY 6, 2017

All that is captured in these customer service books. Luckily, as support grows as an industry, support minded folks are taking to their computers to write books on customer service which serve as guidance and thought-leadership for those building a career within it. 10 of the best career-inspiring customer service books.

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Books Customer Service Document Culture 37

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company.

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Customer Care Entertainment Government Contact Center 177

Thematic

MARCH 30, 2025

Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For marketing teams, metrics such as customer retention , conversion rates , and social sentiment provide insight into campaign effectiveness. trends, patterns, and metrics).

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Experience Investigators by 360Connext

JULY 28, 2020

It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. After 30+ years, it would have been easy for them to stay the course, using one of the oldest objections to new CX initiatives in the book: “It’s always been done this way.”

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Customer Experience Customer Journey Mapping Net Promoter Score Customer Centricity 225

InMoment XI

NOVEMBER 2, 2022

Basically, when an organization’s leadership decided to engage in customer experience design, they would deploy surveys (sometimes physically) for customers to fill out and hand back. If you want to learn more about how Experience Improvement can help your organization, feel free to download this e-book ! Let’s get into it!

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Touchpoint Customer Experience Design Reference Brands 243

Beyond Philosophy

JANUARY 23, 2020

Moreover, you need to have support from leadership and buy-in from the customer-facing team. This effort might require some sales skills to leadership(i.e., You must focus on how your programs are affecting critical metrics in the organization. In other words, you need to ensure you measure your results. .

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Return on Investment Customer Experience Professionals Leadership Consulting 177