Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

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

Gainsight

MARCH 8, 2023

Once, finance leaders had a simple mandate: Keep the books up to date, make sure the numbers add up, and track where the money flows. Today, financial leadership is transforming once again. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.” This is an area where CFOs can play a vital role.

Leadership 52

Leadership Financial Conference Communication 52

Michelli Experience

JULY 24, 2018

Leadership skills learned from a great leader. For me, it is also the focus of my first business book When Fish Fly co-authored with none other than Johnny Yokoyama. Excerpting from the Seattle Times article, you can learn a lot about Johnny’s leadership style. His name is Johnny Yokoyama. Commit It, Be It, Coach It.

Leadership 100

Leadership Retail Consulting Marketing 100

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

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

Russel Lolacher

MAY 4, 2021

Truthfully, your legacy isn’t in the milestones you’ve achieved, or the money you’ve saved the company or the big events you planned, it’s in the people you’ve impacted by how you made them feel and the health of the organization. The post What Will be Your Leadership Legacy? TRUE LEGACY. Great leaders do.

Leadership 128

Leadership Sports Examples Connections 128

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. Most leaders – be they SMB owners or CEOs of publicly-traded companies – are numbers-driven, as they should be.

Leadership 52

Leadership Customer Experience Contact Center Metrics 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. Leadership for Great Customer Service.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Book your meeting today Turning knowledge into action is the driving force behind real progress.

NPS 260

NPS Customer Centricity Tips Automotive 260

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). What companies outside of our industry do we love doing business with? Know Your Guardrails. Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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. One-company leadership.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

ijgolding

JUNE 16, 2015

Even if your company does not yet have a ‘Chief Customer Officer’ or ‘CCO’ it is unlikely to be long before they do! Not only has she served as a CCO for 25 years, Jeanne is also the co-founder of the Customer Experience Professionals Association – she is rather well qualified to write a book on the subject!

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 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.

Leadership 100

Leadership Customer Experience Travel Customers 100

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. The 5 Customer Leadership Competencies.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

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

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. Silo heads (i.e.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100

Doing CX Right

SEPTEMBER 27, 2020

Leadership article originally published in Forbes, Sept 2020. This statement may sound strange but it is true and dependent on great leadership. This applies not only to elevating a company culture but also to starting a new business, switching careers, relocating homes, and other big shifts that take time to evolve.

Leadership 97

Leadership Strategy Culture Customer Centricity 97

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. Connect with Gregg on his platforms: Website. PLAY AND SUBSCRIBE.

Leadership 52

Leadership Culture Exercises Airlines 52

Blake Morgan

AUGUST 8, 2023

When Oscar took over a company in disarray, he had to decide what to fix first. The post Customer-Focused Leadership Advice from United Airlines’ Former CEO appeared first on Blake Morgan. But he says leaders must go to the source and dig deeper to check the data.

Airlines 52

Airlines Customer Focused Leadership Travel 52

NobelBiz

FEBRUARY 22, 2023

But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner. Effective leadership has the ability to increase both your contact center performances and customer satisfaction. This would have an influence on the company’s overall reputation.

Contact Center 52

Contact Center Leadership Call Center Rewards Programs 52

NobelBiz

FEBRUARY 22, 2023

But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner. Effective leadership has the ability to increase both your contact center performances and customer satisfaction. This would have an influence on the company’s overall reputation.

Contact Center 52

Contact Center Leadership Call Center Rewards Programs 52

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

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

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

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

Storyminers

APRIL 12, 2021

When I book my time, I try to spend 70% of it on top-priority projects, 20% on second-level projects, and 10% on everything else. What’s the most recent significant leadership lesson you’ve learned? What’s one book that has had a profound impact on your leadership so far? It’s simple. This is easy.

Leadership 240

Leadership Course Brands Customer Experience 240

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Not all companies have this problem though. There are nine orientation areas that we use to determine a company’s customer centricity level. Culture & Leadership.

Company 160

Company Customer Centricity Leadership Consulting 160

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. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Blueprint for customer-centricity. ,

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

BlueOcean

FEBRUARY 22, 2024

Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company. Look for a partner whose leaders take the time to understand your unique challenges, showcase thought leadership, and commit to long-term engagement in your business should they be selected as your partner.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Customer Bliss

JANUARY 18, 2018

” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. “When I give a company my money. Kathy is responsible for managing and creating good customer experiences from end to end for The Nature’s Bounty Company, which is a global manufacturer of vitamins and supplements.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

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

ShepHyken

JANUARY 29, 2024

Top Takeaways: Customer satisfaction should be a company-wide goal, not just the responsibility of one department. All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. Plus, Michael Hinshaw shares insights for his latest book, Experience Rules!

Customer Experience 94

Customer Experience Customer Centricity Culture Leadership 94

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

ShepHyken

DECEMBER 18, 2020

As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. In the months that followed, I worked with leadership teams that were leveraging technology to drive connections with their employees and customers. What a year 2020 has been!

Leadership 72

Leadership Customer Experience Consulting Roadmap 72