ShepHyken

SEPTEMBER 4, 2023

Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged. Great leadership requires humility and putting the team’s needs above personal ego. Most of the time, people don’t leave because of the company.

Leadership 82

Leadership How To Culture Employee Engagement 82

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. This makes having the traits of a “Multiplying Leader” important in any CX leadership role.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

CX Journey

NOVEMBER 8, 2017

And, by company, I mean, the leadership of the company. So let's talk about leadership. It's been more than five years since I first listened to - and wrote about - Bob Chapman's TEDx talk about Truly Human Leadership. And, no, I don't get an affiliate fee if you click the link, and Bob hasn't paid me to write about his book.

Leadership 182

Leadership Employee Engagement Culture Engagement 182

Customer Enthusiast

AUGUST 11, 2023

Having read or listened to hundreds of books across genres over the years, I believe readers can benefit from each new title they purchase. Here’s how: Books offer value. If you’re reading for pleasure, books can provide hours of entertainment as you follow characters through the twists and turns of their adventures.

Entertainment 52

Entertainment Training Leadership 52

Adrian Swinscoe

FEBRUARY 21, 2023

Today’s interview is with Julia Fabris McBride, Chief Leadership Development Officer at the Kansas Leadership Center and co-author of a new book called When Everyone Leads: […] The post We need to move leadership from the job of one to the job of the many – Interview with Julia Fabris McBride of the Kansas Leadership Center first appeared on Adrian (..)

Leadership 76

Leadership 76

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. There is incredible power in customer-focused leadership. One of the best examples of customer-focused leadership comes from Tricia Griffith, CEO of Progressive Insurance. 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

MARCH 19, 2024

We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart. Get ready to equip your team with the tools they need to excel in this challenging yet rewarding aspect of customer experience leadership.

Policies 200

Policies Roadmap Culture Leadership 200

Michelli Experience

JULY 24, 2018

Leadership skills learned from a great leader. For me, it is also the focus of my first business book When Fish Fly co-authored with none other than Johnny Yokoyama. Excerpting from the Seattle Times article, you can learn a lot about Johnny’s leadership style. His name is Johnny Yokoyama.

Leadership 100

Leadership Retail Consulting Marketing 100

Gainsight

MARCH 8, 2023

Once, finance leaders had a simple mandate: Keep the books up to date, make sure the numbers add up, and track where the money flows. Today, financial leadership is transforming once again. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.” Look in the mirror. And the whole team is better for it.

Leadership 52

Leadership Financial Conference Communication 52

ClientSuccess

JUNE 15, 2022

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. This book has the answers. Customer success is a driving force of your corporate goals, and this book is an excellent start for any team looking to implement tried-and-true strategies for success.

Customer Success 52

Customer Success eBook Leadership Innovation 52

InMoment XI

FEBRUARY 7, 2024

Real-Time Service, Any Time of Day In the past, consumers would book a hotel by working with a travel agent or picking up the phone. Instead, a recent survey from Statista found that 72% of consumers prefer booking travel online. Consumers are using their mobile devices to browse and book hotels. That’s no longer the case.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Russel Lolacher

MAY 4, 2021

Following on the theories of Dr. James Carson, Simon Sinek wrote a book on the importance of the infinite game mindset over the finite mindset. There are many who fall into positions of leadership that are ill-suited (think Michael from The Office) and they aren’t bettering the organizational health. INFINITE vs FINITE MINDSET.

Leadership 128

Leadership Sports Examples Connections 128

Pretium Solutions

JUNE 15, 2021

Mark Cuban, billionaire businessman and Shark Tank investor, says: “I read every book and magazine I could. Heck, three bucks for a magazine, twenty bucks for a book. One good idea would lead to a customer or a solution, and those magazines and books paid for themselves many times over. ” Bill Gates reads one book a week.

Leadership 52

Leadership Industry Customer Experience Customers 52

Pretium Solutions

JUNE 15, 2021

Mark Cuban, billionaire businessman and Shark Tank investor, says: “I read every book and magazine I could. Heck, three bucks for a magazine, twenty bucks for a book. One good idea would lead to a customer or a solution, and those magazines and books paid for themselves many times over. ” Bill Gates reads one book a week.

Leadership 52

Leadership Industry Customer Experience Customers 52

Pretium Solutions

JUNE 15, 2021

Mark Cuban, billionaire businessman and Shark Tank investor, says: “I read every book and magazine I could. Heck, three bucks for a magazine, twenty bucks for a book. One good idea would lead to a customer or a solution, and those magazines and books paid for themselves many times over. ” Bill Gates reads one book a week.

Leadership 52

Leadership Industry Customer Experience Customers 52

Pretium Solutions

JUNE 15, 2021

Mark Cuban, billionaire businessman and Shark Tank investor, says: “I read every book and magazine I could. Heck, three bucks for a magazine, twenty bucks for a book. One good idea would lead to a customer or a solution, and those magazines and books paid for themselves many times over. ” Bill Gates reads one book a week.

Leadership 52

Leadership Industry Customer Experience Customers 52

Pretium Solutions

JUNE 15, 2021

Mark Cuban, billionaire businessman and Shark Tank investor, says: “I read every book and magazine I could. Heck, three bucks for a magazine, twenty bucks for a book. One good idea would lead to a customer or a solution, and those magazines and books paid for themselves many times over. ” Bill Gates reads one book a week.

Leadership 52

Leadership Industry Customer Experience Customers 52

Natalie Petouhof

AUGUST 15, 2022

Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership. The post Leadership, Empathy, and Transforming the Customer Experience appeared first on Dr Natalie News.

Leadership 52

Leadership Customer Experience Contact Center Metrics 52

Help Scout

AUGUST 22, 2023

Books are training weights for the mind. Here are 10 timeless and helpful leadership books to buy. Read the full article

Leadership 40

Leadership Training 40

CSM Magazine

MARCH 20, 2023

Marketing books can answer these demands with hard facts. Students should check out several books if they want to ace marketing assignments. Students should check out several books if they want to ace marketing assignments. Holt This book is a must-read for those interested in the history of popular American brands.

Marketing 52

Marketing Social Media Advertising Case Study 52

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. Customer Service Books on Leadership. Leadership for Great Customer Service.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Doing CX Right

SEPTEMBER 27, 2020

Leadership article originally published in Forbes, Sept 2020. This statement may sound strange but it is true and dependent on great leadership. 10 Leadership Best Practices To Follow. Get more leadership tips in my other article about “The Four Agreements.” Happy employees fuel happy customers.

Leadership 97

Leadership Strategy Culture Customer Centricity 97

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

NobelBiz

FEBRUARY 22, 2023

But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner. Effective leadership has the ability to increase both your contact center performances and customer satisfaction. Especially if you have a big number of employees to handle.

Contact Center 52

Contact Center Leadership Call Center Rewards Programs 52

NobelBiz

FEBRUARY 22, 2023

But that can only happen with good management from your supervisors, excellent follow-up from your agents and effective leadership from you as an owner. Effective leadership has the ability to increase both your contact center performances and customer satisfaction. Especially if you have a big number of employees to handle.

Contact Center 52

Contact Center Leadership Call Center Rewards Programs 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

Blake Morgan

AUGUST 8, 2023

On every flight he took, Oscar came prepared with information passengers had provided at booking, as well as a simple system of the history of the passenger’s previous flights or surveys with United coded as green, yellow, or red. His decision came from sitting with customers as they flew and getting their input.

Airlines 52

Airlines Customer Focused Leadership Travel 52

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. KEY TAKEAWAYS. The balance between results and humanity.

Leadership 52

Leadership Culture Exercises Airlines 52

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Leadership 84

Leadership Self Service Customer Service Trends 84

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Customer Bliss

JUNE 16, 2016

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development. The first step is actually around leadership development.

Leadership 100

Leadership Customer Experience Travel Customers 100

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. So treat yourself to a book every quarter. Books for Product Managers. Books for Product Managers. Blogs for Product Managers.

Resources 80

Resources Management Conference Groups 80

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.” It’s also a good reminder that books don’t have to take a business approach to offer solid principles that readers can use to their career advantage. Don’t stop there!

Fashion 76

Fashion Culture Technology Leadership 76

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

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