Joe Rawlinson

APRIL 28, 2014

Fortunately, Perry Marshall’s book 80/20 Sales and Marketing: The Definitive Guide to Working Less and Making More helps bridge the gap between theories and how you can take action with it in your business. Why this Book? This book will give you the tools to transform you business for the better. Book Reviews'

Advertising 100

Advertising Course Sales Tools 100

ChurnZero

MARCH 18, 2022

A [You Mon]: I love the idea that a book of business not only has revenue attached, but it also has difficulty attached. I would take each book of business and forecast what’s going to happen to it. I’d say [to the CSM], I’m handing you a $2 million book of business where I’m expecting to get only $1.5

Metrics 98

Metrics Course Customer Success NPS 98

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. The following visual of the model is fully explained in the book, and I’ll break down the key ideas below.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

Customer Bliss

FEBRUARY 18, 2022

asks my friend Chip Bell , whose latest book is Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Know Your Guardrails. Who are we together and how do we figure out solutions to the problems?” Building a strong foundation for future planning is the start. Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

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

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start. Conclusion.

Social Media 113

Social Media Course Training Marketing 113

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

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. Take the initiative today and book your meeting to start your journey towards improved NPS and a remarkable customer experience. Book your meeting today

NPS 260

NPS Customer Centricity Tips Automotive 260

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. How can companies reverse course? » Related Stories Thanks for Coming in Today by Charles Ryan Minton (a One Win Book Review) What Are Onstage and Backstage in Customer Experience? Read the rest here. »

Company 74

Company Video Course Customer Service 74

Storyminers

APRIL 12, 2021

Of course, I can use previous clients as a proxy. Of course, in the beginning, you may be filled with doubt and spend too much time thinking about every issue because you lack the experience. 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.

Leadership 240

Leadership Course Brands Customer Experience 240

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Steve DiGioia

JUNE 26, 2023

We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

Eptica

MAY 8, 2019

Date: Wednesday, May 8, 2019 Author: Pascal Gauvrit - CTO Three books to help you master the power of AI. To help executives cut through the noise Eptica’s Managing Director and CTO, Pascal Gauvrit picks three books to read if you want to improve your understanding of AI. Published on: May 08, 2019.

Self Service 55

Self Service Chatbots Exercises Contact Center 55

Vocalabs

MAY 11, 2018

Of Course You Don't Intend to Puppies. Nor did Sun Country offer to book those passengers on another Sun Country flight: as the airline patiently explained to passengers and the media, those were the last Sun Country flights from Los Cabos and Mazatlan for the season and the airplanes were needed elsewhere. But Hypothetically Speaking.

Course 48

Course Airlines Exercises Transportation 48

Vocalabs

MAY 11, 2018

Of Course You Don't Intend to Kill Puppies. Nor did Sun Country offer to book those passengers on another Sun Country flight: as the airline patiently explained to passengers and the media, those were the last Sun Country flights from Los Cabos and Mazatlan for the season and the airplanes were needed elsewhere. Peter Leppik.

Course 48

Course Airlines Exercises Transportation 48

Customer Enthusiast

NOVEMBER 12, 2014

Covey’s perennial book, The 7 Habits of Highly Effective People was published. Over the past decade or so, when I’m asked for business book recommendations and suggest this title, I detect disappointment and a casual dismissal of the book. If it’s the latter, then that book is indeed Covey’s 7 Habits.

Customer Service 79

Customer Service Employee Engagement Exceptional Customer Service Hotels 79

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. With that settled, let us now define what a taxi booking company does. How would it be like if a live chat answering service is integrated into the taxi booking service system?

Transportation 40

Transportation Company Airlines Customer Confidence 40

Service Untitled

APRIL 10, 2013

Gallagher, a practicing psychotherapist and the author of many customer service books who has trained over 20,000 people on how to handle the most daunting situations with customers while improving their confidence and an organization’s customer relations. Of course, then it is necessary to reach out to that person.

Customer Service 81

Customer Service Social Media Customer Service Representative Roadmap 81

Experience Investigators by 360Connext

FEBRUARY 3, 2020

I mean that if you keep finding ways to learn — taking courses, training — that it can create a better customer experience. ” Just like a book club, pick a podcast and get together once each week to discuss it. Online CX Courses. Think about your own experiences as a customer. On-site CX Workshops.

Training 197

Training Course How To Healthcare 197

Customer Bliss

MARCH 5, 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? Click here to learn more about the course and enroll. .

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

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? Click here to learn more about the course and enroll. .

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

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? Click here to learn more about the course and enroll. .

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

QuestionPro Audience

DECEMBER 4, 2017

Gone are the days of having to wait for a book to be available at the library, or searching through research papers for data—students can access any information easily and quickly from their smartphone or tablet. Kids learn in different ways, and not all can absorb and retain information by reading books.

Course 186

Course Technology Video Interaction 186

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

Think Customers

SEPTEMBER 1, 2015

Now that schools are back in session, students are frantically trying to collect their assigned course materials for the present semester. Undergraduates, in particular, always struggle to find the right books at the cheapest price because college campus bookstores fail to empathize with their wallet woes.

Brands 40

Brands Course Customers Strategy 40

Customer Bliss

APRIL 23, 2021

And, of course, I appreciate Global Gurus for including me on the list once again!) . Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Adrian Swinscoe, author of the book, Punk CX , and I spoke on my podcast about ways to push your leadership skills.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

BlueOcean

NOVEMBER 13, 2023

And UX, of course, is the glue that holds it all together. “By Book an appointment here to explore how Blue Ocean can help. We’ve written extensively about the intersection of CX and EX, but there’s more to the story here. View the complimentary webinar from Gartner here.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Wired and Dangerous

FEBRUARY 1, 2021

The drive is the stick-to-it-ive-ness needed to stay the course until new practices become everyday habits throughout the organization. Chip’s newest book, Inside Your Customer’s Imagination , was released in Fall, 2020. And, if you enjoy it, we hope you will take time to review it on the book site you used to purchase the book.

Policies 125

Policies Course Customers Customer Experience 125

Helen Dewdney

APRIL 20, 2018

However, with an increase of availability comes of course an increase in problems. I’ve been hearing a growing number of complaints from people who have booked through these type of sites. Only book through a third party site which has a clear refund policy and which takes secure payments by credit card. GET THE BOOK!

Hotels 54

Hotels How To Tips Policies 54

Experience Investigators by 360Connext

FEBRUARY 12, 2018

With options like webinars and online video courses, learners can go at their own pace. I use audio books to keep up with business reading when I ride the train. Video courses have come a long way, so I’m always tapping into at least one to make sure I’m keeping up. Video courses are getting REAL.

Course 173

Course Video Training e-support 173

Customer Bliss

NOVEMBER 27, 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? Click here to learn more about the course and enroll. .

Omni-Channel 178

Omni-Channel Multi-Channel Customer Experience Chief Customer Officer 178

Beyond Philosophy

MAY 25, 2023

A Simplified Journey Map To demonstrate how we would apply behavioral science concepts to a customer Journey Map, we made up a simplified journey map for booking a hotel for a vacation. Booking a Hotel for Vacation Book your hotel online. For example, first, you need to know who you are talking about that is booking the hotel.

Customer Journeys 78

Customer Journeys Hotels Travel System 78

ShepHyken

SEPTEMBER 10, 2023

Of course, this is a lot easier said than done. Of course not! BONUS Brittany’s Favorite Customer Experience Books by Brittany Hodak (Brittany Hodak) If you loved Brittany Hodak’s Creating Superfans, you will enjoy these amazing books on improving customer experience! Every company needs to practice honesty.

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

Customer Bliss

FEBRUARY 19, 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? Click here to learn more about the course and enroll. .

Brands 208

Brands Chief Customer Officer Hospitality Course 208

Customer Bliss

MAY 28, 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? Click here to learn more about the course and enroll. .

Chief Customer Officer 173

Chief Customer Officer Video Course Banking 173

Customer Bliss

JANUARY 3, 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? Click here to learn more about the course and enroll. .

Chief Customer Officer 170

Chief Customer Officer Video Course Social Media 170

Customer Bliss

APRIL 16, 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? Click here to learn more about the course and enroll. .

Case Study 174

Case Study Study Self Service Chief Customer Officer 174