ProProfs Chat

JUNE 30, 2020

That’s the true essence of customer service experience. 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. Books on Team Building and Leading.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Even if you have established listening posts and a customer-focused culture, poor execution will hinder your progress. Book your meeting today

NPS 260

NPS Customer Centricity Tips Culture 260

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! And it is thanks to you, my faithful Customers Rock! 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.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

CSM Magazine

FEBRUARY 9, 2023

Eventually, this can lead to increased customer satisfaction and potentially higher ratings or recommendations that can help improve visibility and boost bookings. Establishing relationships with influencers or travel bloggers who promote tourism in your area can bring in more bookings.

Customer Focused 52

Customer Focused Tourism Travel Guidelines 52

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. I’ve written entire sections of books about this throughout my career.

Customer Focused 100

Customer Focused Leadership Social Media Customers 100

Experience Investigators by 360Connext

APRIL 9, 2015

Consider these examples: The company is a leading content, commerce and technology company that provides customers easy and convenient access to books, magazines, newspapers and other content across its multi-channel distribution platform.- How do you want customers to experience your brand? Barnes & Noble. Nationwide.

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

ShepHyken

SEPTEMBER 6, 2017

In other words, you can’t – and shouldn’t – judge a book by its cover. Unless they prove otherwise, customers should be treated like… customers. Don’t make the mistake of judging a book by its cover. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Hotels 0

Hotels Customer Service Training Sales Customer Service 0

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

Heart of the Customer

MARCH 12, 2019

At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices! Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences […]. The post Introducing “How Hard Is It to Be Your Customer?

Customer Journeys 68

Customer Journeys Customer Focused Case Study Study 68

ShepHyken

OCTOBER 26, 2016

Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. You can even make the book available to the public.

Customer Service 48

Customer Service Exercises Customer Service Training Culture 48

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. 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.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Woo, Wow and Win , a recent book by Thomas Stewart and Patricia O’Connell gives some useful tips on where to start. Published on: February 22, 2017. But how do you achieve this?

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

How To 623

How To Automotive Competitive Advantage Customer Service Training 623

ShepHyken

MAY 11, 2021

How Empathy Accelerates Great Customer Experience. They discuss the impact of empathy in delivering customer-focused service. . “Empathy allows customer service agents to become customer-focused instead of self-focused.” and the author of five books including the bestselling?Complete

Customer Focused 171

Customer Focused Customer Service Customer Experience Communication 171

ijgolding

FEBRUARY 5, 2018

This year, Ian Golding (that’s me), will officially become the author of a book. This led to me spending a lot of time in my clients stores, observing customers and how they interacted with both the products and the employees. My fascination with the ‘customer interface’ was born!

Culture 264

Culture Measurement Customer Centricity Hotels 264

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book.

Social Media 163

Social Media Customer Service Training Training Customers 163

ShepHyken

NOVEMBER 9, 2022

Those are questions I asked Bill Price, Amazon’s first global vice president of customer service and the founder and president of Driva Solutions. When Price was interviewing for the job at Amazon, Bezos asked, “What’s your definition of customer service?” And by the way, that answer became the title of Price’s first book. .

Competitive Advantage 69

Competitive Advantage Customer Focused Customer Service Training Meeting 69

ShepHyken

AUGUST 17, 2022

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. The post What Mixed Signals Do You Send Your Customers?

Airlines 130

Airlines Comparison Advertising Customer Service Training 130

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. 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.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset. Listen Now!

Travel 240

Travel Customer Service Training Culture Loyalty 240

ShepHyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. Is it possible? What is the Question ? Follow on Twitter: @Hyken.

How To 168

How To Hotels Hospitality Transportation 168

Beyond Philosophy

NOVEMBER 29, 2019

The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. I developed for the book my Native to Natural model, which measures how customer-centric a company culture is. It starts with Naïve, which are the least customer-focused companies and are unaware of it.

Company 142

Company Customer Centricity Exercises Consulting 142

ShepHyken

DECEMBER 21, 2020

10 Customer Experience Books Worthy of Discussion in 2020 by Dan Gingiss. podcast is called Book Report, where we feature an important customer experience or customer service book and share it in a unique way. My Comment: One of my colleagues in the customer experience space is Dan Gingiss.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

ShepHyken

AUGUST 11, 2021

Don’t get me wrong, I love repeat customers, and we absolutely want them. Repeat customers are very desirable. I write about this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. As a business, you should do everything you can do to get the customer to come back.

Loyalty 172

Loyalty Customers Customer Service Training Retail 172

CSM Magazine

MARCH 28, 2017

Here are 15 important points to help you conduct great customer focus groups: Have a clear understanding of the purpose of your focus groups. He helps retailers, service providers and professionals provide a Transformational Customer Experience(TM) to create customer devotion that leads to customer promotion.

Groups 40

Groups Customer Focused Entertainment Customers 40

ShepHyken

SEPTEMBER 29, 2021

I even wrote a book, Amaze Every Customer Every Time , in which I used Ace as the role model example throughout the entire book. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. What if they looked beyond the competition? What if they looked at the world? .

Industry 154

Industry Hospitality Customer Service Training Leadership 154

ShepHyken

MARCH 4, 2020

If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! What can you do to amaze your customers and get them in the Cult of Amazement?

Loyalty 162

Loyalty Customer Service Training Customers Training 162

ShepHyken

MARCH 23, 2022

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. I joke that I’ve written eight books on being nice. After all, isn’t that a big part of customer service? They are a big part of why customers say, “I’ll be back!” . They aren’t about talent.?

Customer Service Training 125

Customer Service Training Course Customer Service Training 125

ShepHyken

APRIL 27, 2022

He had been reading my customer service articles for several years. It was an easy decision for him to say, “You’re booked!” . Several conferences and bookings later, we laughed about how he almost canceled me before the first booking.? . He watched my speaker demo video. We even had a conversation about his meeting.

Conference 67

Conference Customer Service Training Customer Focused Video 67

Heart of the Customer

NOVEMBER 21, 2019

Two-thirds of customer journey mapping initiatives fail to drive action, as we revealed in our book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. It’s easier to reveal where customers are having problems than it is to do something about it. Taking […].

Customer Journeys 120

Customer Journeys Customer Focused Customers Customer Experience 120

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view.

Measurement 150

Measurement Net Promoter Score Effort Score Customer Satisfaction 150

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 107

Culture Customer Centricity Sports Customer Service Training 107

ShepHyken

AUGUST 12, 2020

I’m in the process of writing a new book. That’s a great customer service strategy—just be nice! I’ll share examples and ideas around being nice as the book is written, but I was recently at a friend’s home and heard a great story that will probably go in the book and is definitely worth sharing today.

Customer Service Strategies 132

Customer Service Strategies Customer Service Training Customer Service Strategy 132

Customer Bliss

DECEMBER 15, 2017

If you listen to some of my past podcast episodes , you’ll learn that a majority of these CX leaders developed a strategy and customer journey that didn’t previously exist. Prove That You’re Customer-Focused to Increase Trust. Leaders must build a business culture that supports its customers and employees.

Customer Experience 286

Customer Experience Culture Report System 286

ShepHyken

NOVEMBER 4, 2020

It turns out she could follow a recipe and had bought a book that had 365 chicken recipes—one for each day of the year. Then there is the solution or resolution to the customer’s issue. It’s like my mom’s chicken recipe book. I thought my mom was the greatest cook in the world. She could make the best chicken. The post Winner!

Customer Service Training 140

Customer Service Training Social Media Customer Service Representative Training 140

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset.

Travel 150

Travel Customer Service Training Culture Loyalty 150