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. Must-Read Classics.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

CX Journey

DECEMBER 11, 2018

I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I read the first two books on cross-country travel last week, with time to spare for chatting with my seatmates. (In Image courtesy of Pixabay What's in your library?

Leadership 151

Leadership Guidelines Travel Culture 151

Kayako

JANUARY 4, 2017

But customer service is just a smaller piece of the whole company. It takes the whole company to be customer-driven and become the customer’s advocate for a great service experience. In 2016 Gartner Research predicted that 89% of companies would compete on the basis of customer experience. And that wasn’t just a 2016 fad.

Customer Experience 171

Customer Experience Customer Centricity Trends Customers 171

Customer Experience Update Submitted Articles

OCTOBER 12, 2022

Fred Reichheld (Bain Consulting icon and Net Promoter creator) did just that in his new book, Winning on Purpose. Companies that rated highest in customer loyalty outperformed companies identified as exemplars in Jim Collins iconic book Good to Great in total shareholder return (TSR).

Brands 130

Brands Company NPS Financial 130

Experience Investigators by 360Connext

OCTOBER 15, 2014

First things first, I *highly* recommend her latest book, Everybody Writes , for anyone who has any reason to write anything from a status update to a manuscript. Learn more about the book and how to order. Back to the book. But this book. I often end up disliking the tone of the typical “rule” book.

Social Media 275

Social Media Consulting Conference Communication 275

BirdEye

JULY 30, 2023

With the launch of the “Reserve with Google” feature for service businesses, the task of securing appointments or bookings has been simplified. This game-changing feature streamlines the appointment booking process, significantly enhancing the chances of successfully converting prospects into paying customers.

Competitive Advantage 52

Competitive Advantage Automotive Guidelines Social Media 52

Integrity Solutions

MAY 6, 2022

And for those in the sales profession, sales books are one easily accessible way to engage in continual learning, even when you’re on the road. To help you narrow it down, we have compiled a selection of some of the best sales books (in our opinion) to read this summer, starting with two from Integrity Solutions.

Sales 56

Sales Competitive Advantage B2B Tips 56

CSM Magazine

MARCH 20, 2023

Marketing books can answer these demands with hard facts. Students should check out several books if they want to ace marketing assignments. Students should check out several books if they want to ace marketing assignments. Holt This book is a must-read for those interested in the history of popular American brands.

Marketing 52

Marketing Social Media Advertising Case Study 52

Customer Bliss

JANUARY 30, 2020

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. Companies that grow from admiration for improving lives tackle the processes that get in the way of people delivering good experiences. These companies grow through. Like they were raised.

Company 216

Company Hotels Insurance Travel 216

Magellan Solutions

FEBRUARY 14, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. Healthcare Services That Can Be Outsourced Here’s the list of services commonly outsourced services to healthcare call center outsourcing companies: 1.

Call Center 98

Call Center Healthcare Company Hospitality 98

Customer Bliss

APRIL 11, 2018

After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids. Actions for Hiring and Development Set the Tone.

Company 209

Company Hotels Insurance Banking 209

QuestionPro Audience

FEBRUARY 15, 2018

Baby boomers control 70% of disposable income, and smart companies are adapting technology to appeal to them. TRAVEL 84% of boomers book their travel online. From researching, price comparison, and booking travel, it is all the click of a button away. Here are three examples of how the tech industry is focusing on baby boomers.

Company 186

Company Travel Comparison Social Media 186

Customers That Stick

SEPTEMBER 13, 2019

In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins. About How the Mighty Fall: And Why Some Companies Never Give In. Amidst the desolate landscape of fallen great companies, Jim Collins began to wonder: How do the mighty fall? Decline can be reversed.

Company 74

Company Video Course Customer Service 74

ClientSuccess

JUNE 15, 2022

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 is a driving force of your corporate goals, and this book is an excellent start for any team looking to implement tried-and-true strategies for success.

Customer Success 52

Customer Success eBook Leadership Innovation 52

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. Books on Team Building and Leading. So, let’s get started!

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

CSM Magazine

OCTOBER 20, 2022

In this case, customer experience books come in handy. To help graduate students become customer experience leaders here come five popular books. Retaining the consumer and constantly increasing the number of loyal customers are the most significant tasks for any company striving for success. How to find time to read a book?

Customer Experience 52

Customer Experience Competitive Advantage Social Media Loyalty 52

Steve DiGioia

AUGUST 5, 2019

Not much because only the best companies do this. Any business that does “what’s in the best interest of their customer” is tops in my book and deserves my business. This post’s title says it all; the best companies do this even when they don’t have to. What more could you ask of a business? Click To Tweet.

Company 200

Company Social Media System Loyalty 200

InMoment XI

FEBRUARY 7, 2024

Research from Salesforce found that 61% of customers say most companies treat them as a number. 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.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Customer Bliss

OCTOBER 23, 2018

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Taking care of employees, using natural ingredients, and doing good in the world are the values of the multi-billion dollar Chobani company. Purpose, and how a company lives it, matters. When Business is Personal.

Case Study 111

Case Study Company Study Chief Customer Officer 111

Magellan Solutions

JUNE 25, 2019

We are saying that both live answering services and taxi-booking companies are a thing now because of the emergence of the Internet. Developing at breakneck speeds, companies are scrambling just to keep up and stay ahead. With that settled, let us now define what a taxi booking company does.

Transportation 40

Transportation Company Airlines Customer Confidence 40

Beyond Philosophy

APRIL 16, 2021

There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. I am sharing the five rules for dealing with company politics that I learned over my career. Don’t be naïve.

Company 148

Company Management Consulting Measurement 148

Customers That Stick

FEBRUARY 27, 2020

In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. The Non-Designer’s Design Book by Robin Williams (a One Win Book Review). About The 80/20 Principle. FROM THE PUBLISHER: The 80/20 principle is one of the great secrets of highly effective people and organizations. The unspoken.

Video 88

Video Resources Customer Service Examples 88

AskNicely

MAY 29, 2018

AskNicely took home the honor of Emerging Company of the Year at this year’s NZ Hi-Tech Awards held during Tech Week in Christchurch, NZ. The Hi-Tech Awards recognize New Zealand’s most successful technology companies and the individuals behind them, and is one of the most sought-after awards in the tech sector. BOOK A DEMO.

Net Promoter Score 150

Net Promoter Score Company Video Course 150

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.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. So in a sense, this book has been over 4 years in the making!

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

Customer Bliss

AUGUST 18, 2016

I had the pleasure of being on The Marketing Book Podcast a few weeks back ; a great book review show produced by Douglas Burdett of Artillery Marketing out of Norfolk, Virginia. (be In this interview, we mostly walked through Chief Customer Officer 2.0 , although we touch on some of my other books.

Chief Customer Officer 0

Chief Customer Officer Marketing Social Media Course 0

Oracle

MARCH 24, 2021

For book readers, the past year has provided ample opportunity to make a dent in that pile of books you set aside for “rainy days.” Challenging the established mindset of a company can be messy. Simon provides examples of how a finite mindset can cause companies to fail due to fear and poor decisions.

Fashion 76

Fashion Culture Technology Leadership 76

Customers That Stick

JANUARY 16, 2020

In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. The more you place technology between the company and the customer, the more you remove the human experience. About The Relationship Economy. FROM THE PUBLISHER: Today we are living in the “digital disruption era.” For more info, go to [link].

Entertainment 78

Entertainment Customer Centricity Video Culture 78

Beyond Philosophy

NOVEMBER 29, 2019

The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience.

Company 142

Company Customer Centricity Exercises Consulting 142

Customer Bliss

DECEMBER 12, 2018

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? This is our opportunity to show up for customers as one company, pulling in the same direction to support their needs. After doing research, she found a mortgage company, whom she felt very comfortable with.

Company 126

Company How To Chief Customer Officer Video 126

Uniphore

OCTOBER 7, 2021

Superior Customer Service Examples: 10 Companies That Are Crushing It Harnessing customer service best practices enables companies to go the extra mile to delight their customers. For example, the IFFCO-Tokio General Insurance Company found that up to 30% of customers weren’t satisfied with their claim assessments.

Examples 113

Examples Customer Service Company Airlines 113

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. So treat yourself to a book every quarter. Books for Product Managers. Books for Product Managers. Blogs for Product Managers.

Resources 80

Resources Management Conference Groups 80

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Businesses built solely around company and shareholder profit will never see the warning signs.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 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. Takeaway: .

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. Takeaway: .

Customer Success 52

Customer Success Customer Retention Customers Strategy 52