Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

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

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

Experience Investigators by 360Connext

MAY 19, 2020

Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? Understand those key, critical touchpoints. Click To Tweet.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

JANUARY 18, 2022

And customer experience management requires a thorough approach to training and education for all employees. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. I tend to agree. Consistency in education sends a message.

How To 378

How To Customer Journeys Culture Training 378

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.” Imagine It Forward inspires the reader to transform corporate cultures that must grow and change as time evolves. Challenging the established mindset of a company can be messy.

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? Stay Social. It’s not all work and no play. We can’t wait!

Culture 59

Culture Social Media Video Conference 59

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

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? What is the key to successfully transforming work culture to better serve customers? ” “People want to work with each other.

Customer Experience 93

Customer Experience Customer Centricity Culture Leadership 93

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. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. The ingredients in properly changing a culture. What was the culture like when you first got there? And I’m not done yet.

Culture 52

Culture Leadership Employee Engagement Consulting 52

Stella Connect

SEPTEMBER 20, 2021

In this book, she outlines the importance of customer understanding to developing a customer-centric culture. The impact on contact centers was great; asking agents to work from home and managing that type of a situation and workforce was new to the industry. Creating a culture where agents come first. What is it?

Connections 64

Connections Engagement Contact Center Culture 64

CSM Magazine

JULY 20, 2023

Cultivating a Supportive Work Environment Employee well-being is central to a thriving hybrid work culture. Encourage regular breaks and physical activity, and offer resources for stress management. Creating opportunities for social connection is crucial to combating isolation in remote work.

Policies 40

Policies Culture Guidelines Communication 40

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Culture 114

Culture Customer Service Leadership Airlines 114

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

Kustomer

MARCH 14, 2019

I’m thrilled to use my first-ever Kustomer blog post to announce the launch of Kustomer Book Club. Every other month we’ll be building out a recommended reading list for CX leaders interested in professional and personal development, including staying up-to-date on the latest customer management thought leadership. Please read on.

Culture 49

Culture Leadership Feedback Trends 49

Michel Falcon Experience

MARCH 10, 2019

Managing employees isn’t hard! I believe managing employees isn’t as hard as we make it out to be. We simply need to adhere to some sound employee management tips and strategies to become great companies. I’ve come a long way in my leadership ability to manage a team. I’m not saying this to shock and awe you.

Tips 112

Tips Management Culture Meeting 112

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections Conference Loyalty Survey 80

Customer Bliss

JUNE 9, 2021

Airbnb takes the high road by showing employees how to embrace the coda “belong anywhere:” building its culture of “belonging.” When writing my book, Would You Do That To Your Mother? , Fred Reichheld was one of the first to connect the dots between “golden rule behavior” and business growth. Level the playing field.

Leadership 288

Leadership Hospitality Customer relationships Company 288

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

ClientSuccess

AUGUST 24, 2018

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. 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? ”.

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

Comm100

JUNE 6, 2023

By openly discussing mental health issues in college students, you can help reduce the stigma surrounding it and foster a more inclusive campus culture. This accessible, real-time channel gives students the option to get support from a chat agent, rather than booking a meeting. To help tackle this issue, colleges can adopt live chat.

How To 130

How To Resources Training Meeting 130

Customer Bliss

APRIL 24, 2018

In this episode, I speak with Amanda Sachs , General Manager, Customer & Partner Experience, at Microsoft. When Amanda took on her role as general manager of c ustomer & partner experience in 2011, it was important to her that she understood how she would fit in with the culture of the organization and with leaders.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

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

CSM Magazine

MAY 9, 2018

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.

Culture 65

Culture Company Customer Experience Leadership 65

SurveySparrow

SEPTEMBER 8, 2021

We’re sure you’ll try to find why along with ways to manage and improve it? . First, we’ll talk about employee experience management and how an employee experience platform would improve it. What Is Employee Experience Management? To understand Employee Experience Management, we need to know about Employee Experience first.

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

ShepHyken

MARCH 12, 2024

It could be military equipment or comic books. Connect with Shep on LinkedIn. So, here are six ways to create an experience personality that will transform your company or brand from merely providing products and services to doing so with personality: Your Company’s Personality: I don’t care what you sell.

Advertising 149

Advertising Customer Service Training Interaction Customer Experience 149

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

AskNicely

AUGUST 27, 2018

Business survival and success are inextricably connected to growth. Traditionally, growth is the domain of marketers, developers, engineers and product managers. Empowering employees to go above and beyond provides the opportunity to create a culture of nice. Click to button below and download the Book of NPS.

Net Promoter Score 150

Net Promoter Score NPS Effort Score Competitive Advantage 150

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. If the agent ends the conversation, the customer is notified and the WebSocket connection is closed. This is the second post of a two-part series.

Contact Center 92

Contact Center Chatbots Self Service Touchpoint 92

CX Journey

AUGUST 26, 2014

Image courtesy of B Gilmour How well are your change management efforts going? The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. I think this is a critical component for change management for the customer experience. Let''s take a look.

Customer Experience 185

Customer Experience Management Government Customer Journeys 185

C3Centricity

JULY 1, 2019

In a customer-centric organisation, everyone has annual objectives which include connecting with customers on a regular basis. Some organisations also make a habit of getting their employees to watch and listen to their customers in direct observation or connection sessions. In international work, be aware of cultural differences.

Culture 149

Culture Exercises Connections Analysis 149

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

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. That is to say, Amazon has it—and Bank of America doesn’t.

Banking 138

Banking Culture Employee Engagement CEM 138

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. to-1 ratio,” reports the book Firms of Endearment 2. The public FoEs returned 1,026% for investors. Business Sense.

Management 69

Management Customer Experience Management Financial ROI 69

ShepHyken

AUGUST 9, 2021

CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. 10 Simple Steps Toward Delivering a More Convenient Customer Experience by Rolling Stone Culture Council. I even wrote an entire book devoted to this topic, The Convenience Revolution.

Customer Service 144

Customer Service Social Media Report Culture 144