CSM Magazine

JUNE 5, 2024

According to Booking.com’s Sustainable Travel Report 2023, 71% of travellers would be more likely to book a hotel knowing it was environmentally friendly. Unique and Local Experiences Guests increasingly seek unique and authentic experiences that connect them with the local culture.

Hospitality 52

Hospitality Trends Industry Hotels 52

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. Before connecting those dots, it’s important to note the strong foundation provided in Chapters 1 and 2.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

ECXO

SEPTEMBER 30, 2023

Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. Together, we’re not just celebrating CX Day, but creating a culture where exceptional experiences in both B2B and B2C as H2H are at the heart of everything we do. 03(38) Join us for an inspiring session!

Meeting 98

Meeting Customer Centricity B2C Culture 98

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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.” Written by the former Vice-Chair and head of marketing and innovation at GE, Beth Comstock draws on her personal story to help readers grapple with the challenges they face every day.

Fashion 76

Fashion Culture Technology Leadership 76

Chadwick Martin Bailey

MAY 12, 2020

We’re proud to say that our culture is stronger than ever and in the spirit of openness, we’re sharing creative ways to building and maintaining our bonds: “Very productive day for Nala” - Mike Helms, Research Manager. One secret to CMB’s strong and enduring culture? CMB’s culture continues to thrive even with the close of our offices.

Culture 59

Culture Social Media Video Conference 59

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. Create a positive customer-centric culture amidst the support team. Customer Service Books on Leadership.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Hero Digital

AUGUST 28, 2018

Some say the way people change is through the books they read and the people they talk to. Company book clubs are the perfect intersection of reading and conversation, and they can even support employee diversity and inclusion. How company book clubs support culture. How to make your company book club inclusive.

Company 57

Company How To Culture Sports 57

ijgolding

JUNE 16, 2015

The significance of that date is because it was the year that Jeanne Bliss wrote her first book for CCO’s – if you have never read ‘ Chief Customer Officer: Getting Past Lip Service to Passionate Action ‘ – I urge you to do so. Fortunately help is at hand – and has been since 2006. Happy reading!

Chief Customer Officer 120

Chief Customer Officer How To Leadership Customer Experience Professionals 120

Michel Falcon Experience

MARCH 11, 2023

Speaker 2: Whether it’s Netflix, O2E, or my company, we’ve achieved success through company culture. Why is it that some companies or leaders still aren’t going all in with company culture? Brian Scudamore: I think, A, there’s a bit of a… Company leaders don’t always know how to build culture.

Culture 60

Culture Company ROI Brands 60

Kustomer

MARCH 14, 2019

I’m thrilled to use my first-ever Kustomer blog post to announce the launch of Kustomer Book Club. If your first reaction is to think you’re too busy for a book club, I get it. Working a long day and then reading a business or industry book can feel like just more work. This is also a book blurbed by both J.J.

Culture 49

Culture Leadership Feedback Trends 49

Alida

APRIL 28, 2016

In a recent article for VentureBeat , Andrew Reid, founder and president of corporate innovation at Vision Critical, steps into the battle between Dan Lyons and Hubspot. Among other things, Lyons’ book claims that Hubspot (and the tech industry in general) suffers from ageism, high employee churn and a lack of real product innovation.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

ProProfs Chat

AUGUST 21, 2020

Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Google launched an appointment-setting program to help small merchants offer easy online appointment bookings. Empathy can help your brand foster lifelong personal customer connections. What is Cognitive Empathy?

Culture 105

Culture How To Net Promoter Score Apparel 105

Bill Quiseng

MARCH 15, 2022

And be sure to read her book, Built to Win. Details of the book are linked at the end of this post. As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

Beyond Philosophy

FEBRUARY 20, 2020

Their organizations are a representation of the people the founders are, and as you can imagine, their cultures reflect that. A team of people construct this character and talk on her behalf, connecting with others on the platform through comments and other dynamic back and forth. She also has nearly two million followers.

Meeting 162

Meeting Innovation Social Media Chatbots 162

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). She said it’s important to connect customer issues with situations that are more personal to employees.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. 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 !

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

COPC

JANUARY 9, 2024

Lance Gruner: Our journey is rooted in our core purpose of connecting and powering an inclusive digital economy that benefits everyone. Comprehensive training and the tools inherent in the COPC certification process equipped our team with a framework to streamline operations and create a unified culture.

Customer Experience 74

Customer Experience Net Promoter Score Guidelines Customer Care 74

ShepHyken

MAY 28, 2023

All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own. I’ve personally read nine of the eleven books featured on this list. Connect with Shep on LinkedIn.

Customer Service 65

Customer Service Hospitality Customer Centricity B2C 65

Storyminers

JULY 6, 2020

In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. 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 !

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ImprintCX Articles

NOVEMBER 6, 2023

Exceptional organizations focus on developing and continuously innovating their culture, it doesn’t just happen on its own. If you create an exceptional culture centered on shared value and take care of your team, they will take care of your business. Jimmy Carter Q: What book changed your life?

Entertainment 52

Entertainment Culture Sports Guest Experience 52

Michel Falcon Experience

MARCH 27, 2019

It was here that was first exposed to company culture and putting people over profits. MICHEL: Whether it’s Netflix, O2E or my company, we’ve achieved success through company culture. Why is it that some companies or leaders still on going all in with company culture? BRIAN: Who do I admire for culture.

Culture 60

Culture Company How To ROI 60

Beyond Philosophy

SEPTEMBER 11, 2014

Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Colin is an international author of four bestselling books and engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

Banking 138

Banking Culture Employee Engagement CEM 138

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Blake Morgan

MAY 17, 2023

To succeed in customer experience, companies must have strong leadership from a CEO who understands and values the importance of customer experience. A Culture of Customer Focus Starts from the Top A customer-centric culture is only possible with a customer-focused leader. Learn more about the survey and share your opinion here.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

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! This book, her third, is a book for this era for any leader looking to make real change. These 5 Competencies provide the backbone to this book. Culture must be proven.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Bliss

MAY 23, 2018

With advice that she says she followed from my book, “ I Love You More Than My Dog: 5 Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, ” Carolyne says that she truly believes in the importance of connecting your personal self with business self. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience Travel B2C 197

ClientSuccess

AUGUST 24, 2018

One of those questions asks, “ What are one to three books, blogs, or thought leaders that have greatly influenced your customer success career, and why? ”. We’ve compiled a list of 11 books frontline CSMs should read right now. 11 Books Frontline CSMs Should Read Right Now. Let’s get started! Company : NarrativeDx.

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Be Proactive About Experience Reliability and Innovation.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

AWS Machine Learning

MARCH 29, 2024

Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience. The integration of Amazon Lex with Talkdesk cloud contact center is inspired by WaFd Bank (WaFd)’s digital innovation journey to enhance customer experience.

Contact Center 97

Contact Center Chatbots Self Service Touchpoint 97

Customer Bliss

JUNE 22, 2020

Rich Sheridan : CEO & Chief Storyteller of Menlo Innovations , and author of Joy, Inc.: They were focused on the well-being of all of their stakeholders because they’re all connected.” Look After Employees’ Well-Being. So they were really stakeholder-oriented, right?

Leadership 200

Leadership Healthcare Feedback Culture 200

Beyond Philosophy

NOVEMBER 14, 2020

Joe Pine is the author of the book that started it all, The Experience Economy. For my part, I often operated with the mindset that valuing the emotional connection that the Customer Experience evokes is an opinion everyone shared. Carbone sees the future of Customer Experience in the cultures of the organization.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148