PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. A book for CX leaders. and Chief Customer Officer 2.0.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

Customer Bliss

JUNE 22, 2018

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. How to Create Great Customer Experience . Abbreviated transcript.

Customer Journeys 120

Customer Journeys Chief Customer Officer Survey Voice of Customer 120

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. We heard talk of Machine Marketers , Personas , Play Books , Influencer Marketing , Big Data/ Big Science , Webrooming & Showrooming and GDPR. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45