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. If you've not read his book, , Delivering Happiness: A Path to Profits, Passion, and Purpose, I highly recommend you add it to your reading list.”.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

Experience Investigators by 360Connext

NOVEMBER 5, 2014

That’s why I was so intrigued when I read an article in the Chicago Tribune about how some organizations are encouraging employees to read everything from business books to novels to help promote understanding, empathy and career development. Maybe instead of books you recommend articles or blogs to discuss.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

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. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ijgolding

MARCH 27, 2018

As the launch of my first book get’s ever closer to becoming a reality, my level of personal excitement is almost at its peak!! I actually started my career in the public sector in process re-engineering and it turned out to be a great way for me to start my career in change.

Customer Experience Professionals 148

Customer Experience Professionals Customer Experience Net Promoter Score Financial 148

ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the second of the five ( you can read the first – an interview with James Dodkins – here ).

Culture 264

Culture Measurement Customer Centricity Hotels 264

Customer Bliss

OCTOBER 30, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Follow me on LinkedIn or Facebook or subscribe to the blog below.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

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.

Leadership 148

Leadership Hospitality Consulting Consumers 148

Customer Bliss

NOVEMBER 26, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Follow me on LinkedIn or Facebook or subscribe to the blog below.

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

SurveySparrow

NOVEMBER 1, 2021

Well, because everyone wants a great career, especially after the disruptions from the pandemic. Googling hr influencers on the internet will give you boatloads of advice and tips from experienced HR professionals in blogs, social media posts, videos, carousal, and whatnot. Believe us, this networking will prove vital for your career.

Social Media 98

Social Media Tips Conference Leadership 98

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Totango

MARCH 1, 2022

What recommendations do you have for women who are interested in starting a career in tech and/or advancing their current careers in this industry? . Do you have any suggestions for encouraging more young girls to explore careers in technology? . RD : Collaboration with creative people and the constantly changing market.

How To 101

How To Leadership Culture Industry 101

ijgolding

MARCH 20, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the third of the five (you can read the first – an interview with James Dodkins – here ; and the second with Chris Brown – here ).

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

CX Journey

JUNE 14, 2017

Image courtesy of Pixabay What can I do to advance my career in - or to get started in - the customer experience profession? That's exciting because I love when people see this as a great career progression or a field to they want to get into. Sign up for blog newsletters. You have to be well-versed in change management.

Chief Customer Officer 144

Chief Customer Officer NPS Consulting Resources 144

Customer Bliss

SEPTEMBER 11, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Below is a worksheet from the book Chief Customer Officer 2.0 More importantly, think about it as “changing the life of your customers.” Want to see more videos from me?

Customer Journeys 111

Customer Journeys Chief Customer Officer Leadership Video 111

ClientSuccess

JUNE 15, 2022

The world of SaaS vendors is constantly changing, and keeping up with the new trends, strategies, and ideas isn’t always easy. 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. This book has the answers.

Customer Success 52

Customer Success eBook Leadership Innovation 52

Beyond Philosophy

APRIL 20, 2023

If you give some thought about where you are trying to get to and what you want for your career, you have a much better chance of getting it. So, I realized I had to make a change. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books. Click here.

Conference 78

Conference Consulting Sales Culture 78

CX Journey

OCTOBER 4, 2016

The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. As Peter states in the book: Being good to your own people is good business. Three unique letters rearranged into two powerful little words.

Banking 187

Banking Culture Innovation Employee Experience 187

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. You, and you alone, are in charge of your professional development and career. Customer Success Blogs. Customer Success Books. Udemy Customer Success Courses. Industry Webinars.

Customer Success 98

Customer Success Course Competitive Advantage Resources 98

PeopleMetrics

JULY 17, 2018

In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. New customers may see the change as a bait and switch, while those close to renewal of their contract may think about switching to another carrier, and they begin to flood social media with complaints.

Measurement 210

Measurement CEM Telecommunications Wireless 210

West Monroe

JUNE 12, 2023

A Silicon Valley veteran, she’s built a storied career as a product leader, founder, facilitator, and confidant for entrepreneurs and enterprise executives alike. It always starts with a real, perceived need–they have to see that change is in their best interest. What is our new remote reality? But what does that mean?

Leadership 52

Leadership Healthcare Innovation Case Study 52

Beyond Philosophy

OCTOBER 23, 2017

When Thaler began his career, economic theories largely assumed that people would respond rationally to situations. In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. Behavioral Economics and Irrational Behavior. appeared first on.

Marketing 130

Marketing Consulting Government Policies 130

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. Customer Success Career Advice. Customer Success Career Advice.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Beyond Philosophy

MAY 28, 2020

It won’t be good for your career, your team, or your bottom line. His book, Alchemy: The Surprising Power of Ideas That Don’t Make Sense , explores the art and science of making your products and ideas irresistible to customers. The customers tell the marketing team what they want, and then the organizations implement these changes.

Comparison 148

Comparison Travel Training Metrics 148

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. But with a huge range of books now available, and a limited amount of time, how can you ensure you are reading the most important titles for your business and career?

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

CSM Practice

JULY 15, 2020

The Internet offers endless resources for research, news, reference, and books about Customer Success. There are many Customer Success books that are published every year. In this blog, we ‘re going to highlight the Top 10 must-read Customer Success Books for CSMs and aspiring CS practitioners.

Customer Success 52

Customer Success Customer Retention Customers Strategy 52

CSM Practice

JULY 15, 2020

The Internet offers endless resources for research, news, reference, and books about Customer Success. There are many Customer Success books that are published every year. In this blog, we ‘re going to highlight the Top 10 must-read Customer Success Books for CSMs and aspiring CS practitioners.

Customer Success 52

Customer Success Customer Retention Customers Strategy 52

ijgolding

MAY 17, 2018

The launch of my first book has finally become a reality! I ultimately ended up in Paris having seen an advert for a French speaking change manager. My project and change management experience has had a lot to do with it – if I see something that is wrong, I want to make it better! My book, ‘Customer What? –

Travel 164

Travel Hotels Customer Experience Feedback 164

Beyond Philosophy

MARCH 30, 2023

But I digress…) Rule #3: Fail to adapt to change. In the book, Handy shares the S-curve. What Handy wrote in the book is that the time for change is right before you reach the top of the first curve, when everything is performing well. When exposed at a 1989 concert in Connecticut, their career was over.

Sports 78

Sports Hotels Feedback Brands 78

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection.

Customer Success 96

Customer Success Management How To Leadership 96

ClientSuccess

FEBRUARY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Company : ClientSuccess.

Consulting 50

Consulting eBook Exercises Customer Success 50

Beyond Philosophy

DECEMBER 5, 2022

Recessions are also a time of change. Twenty years ago, Charles Handy wrote a book called The Empty Raincoat. In the book, Handy writes about the ubiquity of change. However, once it goes over the top and comes down the other side, the CEO gets sacked, and changes start. However, they rarely stay there.

Sports 78

Sports Resources Strategy Conference 78

Beyond Philosophy

APRIL 16, 2021

For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want to see in the world. I am sharing the five rules for dealing with company politics that I learned over my career.

Company 148

Company Management Consulting Measurement 148

ClientSuccess

MAY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. This post marks a change to the segment of the series known as “Mentors”, which has focused on 7 mentor questions for the frontline. by Clayton M.

Customer Success 51

Customer Success Management eBook Software 51

Russel Lolacher

SEPTEMBER 20, 2022

A few reasons she is awesome – Keynote speaker and writer through her Brass Tack Thinking brand, she’s got 20+ years of marketing under her belt, she co-authored the book The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social , and she’s got a newsletter called DEAR F **S that I just never can miss.

Culture 111

Culture Study Leadership Employee Experience 111

ChurnZero

APRIL 1, 2022

Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? Having realized her long-term career goal, Sharon was on cloud nine. But before going to bed that night, something changed. Wait…what???

Customer Success 98

Customer Success How To Customer Journeys Culture 98

CSM Practice

JUNE 11, 2023

It can be as simple as you want it to be, and that’s the point of this blog post: To share the formula for a simple, efficient, and successful account reassignment. Your customer who is being reassigned may come with questions and objections that we will cover in the blog post. So let’s get into it. Will we be getting a new AE as well?

Tips 59

Tips CRM Customer Success Leadership 59

Natalie Petouhof

JANUARY 13, 2022

A radical experience changing his beliefs, priorities, relationships, and creating some of his finest work. Today we are on the heels of much-needed global change, and at the same time, there’s a bandwagon everyone has jumped on. But are companies really changing anything other than perhaps a tagline? But that’s rare.

B2C 52

B2C Connections Advertising B2B 52