Customer Bliss

FEBRUARY 18, 2022

If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once again). Know Your Guardrails. Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Law of Diffusion of Innovation – Simon Sinek. I don’t like that feeling. Russel Lolacher.

Culture 98

Culture Connections Leadership Communication 98

ClientSuccess

JUNE 15, 2022

Just as there are always new ideas around succeeding in sales or marketing, it’s crucial to stay up to date on some of the innovative ways to connect and engage with SaaS customers. 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.

Customer Success 52

Customer Success eBook Leadership Innovation 52

ECXO

SEPTEMBER 7, 2023

Join us at the European Customer Experience Organization event featuring a captivating presentation by Ilenia Vidili on “From Products to People: Pioneering a customer-centric Culture for business success!” Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions.

Customer Centricity 52

Customer Centricity Culture Leadership Innovation 52

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 182

Return on Investment Culture Customer Centricity Ecommerce 182

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. The balance between results and humanity. Gregg Ledermen.

Leadership 52

Leadership Culture Exercises Airlines 52

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! For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Russel Lolacher

MAY 4, 2021

” Now a lot of “leaders” will start thinking of innovators like Steve Jobs and his introduction of user friendly technology like the iPhone, or Walt Disney and his theme parks and animation studios, or Brene Brown for her ideas and research on vulnerability and bravery. The post What Will be Your Leadership Legacy?

Leadership 128

Leadership Sports Examples Connections 128

TechSee

OCTOBER 10, 2019

Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. By the book. Group effort.

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

ijgolding

SEPTEMBER 21, 2015

The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy. ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. I can safely reveal the following though.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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. So, let’s get started!

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

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

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

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

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. About Mark.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

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

Customer Bliss

JULY 11, 2017

She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. Don’t necessarily just pitch the role. Some were threatened.

Leadership 0

Leadership Customer Experience Report Innovation 0

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

ShepHyken

JUNE 8, 2021

Shep Hyken interviews Dr. Jeffrey Magee, one of today’s leading Leadership Strategists. He is the author of Your Trajectory Code and more than 30 other books. When the leaders are willing to jump in to make success happen, it creates a culture where everyone is invested in creating a positive experience for the customer.

Leadership 99

Leadership Innovation Culture Customer Service 99

Russel Lolacher

OCTOBER 8, 2019

I’d recommend his book, Creativity Inc. , I’ve pulled some of my favourite tidbits and takeaways to give you some leadership inspiration. 1) Hire people smarter than you – they’ll make your company and you look good, plus they’ll innovate and problem-solve in ways you hadn’t imagined.

Leadership 60

Leadership Culture Conference Policies 60

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton.

Leadership 148

Leadership Hospitality Consulting Consumers 148

ShepHyken

NOVEMBER 16, 2021

Courageous Culture. They are known for practical tools and leadership development programs that stick. award-winning authors of five books including, ?Courageous Courageous Cultures: How to Build Teams of Micro-Innovators,? Courageous Cultures: How to Build Teams of Micro-Innovators,?Problem

Culture 72

Culture Innovation Leadership Communication 72

Kayako

JULY 6, 2017

Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. All that is captured in these customer service books. 10 of the best career-inspiring customer service books. Develop a support strategy.

Self Service 93

Self Service Handbook Customer Service Culture 93

ijgolding

MAY 6, 2020

It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey. The aim was to achieve this by putting the development of a genuine customer centric culture at the forefront of everything the bank did. My book, ‘Customer What? – governance.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

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). Practice mindful leadership. “Leadership matters. Scale a culture of human-centered design.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

ECXO

MARCH 5, 2024

The Define and Ideate stages then help businesses to clarify customer problems and generate innovative solutions. Innovation and Creativity: The iterative nature of Design Thinking encourages experimentation and ideation. This promotes an environment of creativity and innovation where unique solutions can flourish.

Customer Centricity 91

Customer Centricity Competitive Advantage Innovation Customer Journeys 91

ShepHyken

JANUARY 15, 2024

All of a sudden, you start taking risks, experimenting, innovating, and looking for best practices.” How can businesses encourage a shift from a blaming culture to a solution-focused accountability culture? Quotes: “If you decide to be competent, you will do the standard, tried and true methods.

Sports 79

Sports How To Exercises Culture 79

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

Brad Cleveland Blog

NOVEMBER 18, 2022

Dr. Deming was one of the world’s preeminent quality gurus, and author of the bellwether book, Out of the Crisis. This was years ago, and … Continue reading → The post Who are your innovators? I once had a chance to meet and talk with the late W. Edwards Deming. appeared first on Brad Cleveland.

Innovation 45

Innovation Meeting Contact Center Customer relationships 45

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Let me share an example adapted from one of my bestselling books on the subject. [Originally published in Forbes.com. email, chat, web).

Leadership 68

Leadership Customer Service Hospitality Hotels 68

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. There are a number of new books out, currently, which discuss how our organization’s stories make our products and services (not even our people) the heroines of the day. We know the plot. End of story.

Culture 71

Culture Course Leadership Strategy 71

West Monroe

JUNE 12, 2023

About the episode How do you adopt effective leadership strategies in a hustle culture? We have great collaboration tools online, but you did a really good job in your book articulating why being together in person–whiteboarding, brainstorming, encouraging different thinking–is so critical and important.

Leadership 52

Leadership Healthcare Innovation Case Study 52

ECXO

SEPTEMBER 6, 2023

Embrace change to foster a culture of innovation, adaptability, and customer-focused solutions. Explore how a customer-centric culture should infiltrate every facet of an organization, from leadership to frontline staff. ” Date: October 5th Time: 2:00 PM CET Secure Your Spot on Zoom Today!

Customer Experience 75

Customer Experience Data Customer Centricity Culture 75

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. Rich Sheridan : CEO & Chief Storyteller of Menlo Innovations , and author of Joy, Inc.: They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch.

Leadership 200

Leadership Healthcare Feedback Culture 200

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

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. Unite leadership in customer-asset growth definition and communication.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

COPC

JANUARY 9, 2024

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. We ensured alignment by creating an employee brand book that encompassed communication guidelines, employee objectives and project roadmaps.

Customer Experience 76

Customer Experience Net Promoter Score Guidelines Customer Care 76