2022 Books Culture Customer Service Training 
TechSee
JUNE 16, 2022
In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.
ShepHyken
JANUARY 10, 2022
The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well. Follow on Twitter: @Hyken.
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ShepHyken
APRIL 11, 2022
My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Furthermore, training isn’t something you did, it’s something you do. Winning on Purpose: 4 Lessons from Customer Loyalty Guru Fred Reichheld by Liam Burns.
ShepHyken
DECEMBER 5, 2022
But this year, perhaps more than any other, feels especially monumental, as 2022 was not only the year the world returned to relative normalcy – it was the year the hospitality industry finally roared back to life. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken.
ShepHyken
APRIL 18, 2022
My Comment: Annette Franz is the author of Customer Understanding and the recent book, Built to Win , which is about creating a customer-centric culture that drives value. In this article, she approaches a concept from both books, which is about customer understanding being the cornerstone of customer-centricity.
ShepHyken
JUNE 6, 2022
They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.
ShepHyken
DECEMBER 6, 2021
My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. It’s baked in the culture. So, if customer service isn’t a department, what do you call it? How about “customer care?” How to Improve Employee Retention by Zoe Leibling.
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