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 266

Return on Investment Culture Customer Centricity Ecommerce 266

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

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

ShepHyken

MAY 13, 2024

Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.”

Customer Service 72

Customer Service Loyalty Programs Customer Retention Metrics 72

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

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. Her book is a must-read resource for those intent on delivering an exceptional experience for their customers.

Customer Experience 318

Customer Experience Contact Center Wireless Conference 318

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Aimee Lucas. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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 leadership sets the tone, everyone goes the extra step to deliver great customer service.” How does leadership affect customer service?

Leadership 99

Leadership Innovation Culture Customer Service 99

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Aimee Lucas. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

MARCH 21, 2019

Horst definitely knows a thing or two about creating excellent customer service and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins. Horst shares that he wrote this book to get CEOs thinking about what it really means to be a leader at this executive level.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

CSM Magazine

NOVEMBER 8, 2021

The truth is, leadership skills are important for everyone, not only CEOs and visionaries. Having to start your leadership development in college is both an asset and a problem. What should you do to enhance your leadership skills, and how to find your style? Attend Classes Related to Leadership and Management.

Leadership 52

Leadership Tips Communication Groups 52

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

NOVEMBER 14, 2017

In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations. He always has an ample supply of baseballs on hand to seize opportunities for those signings.

Brands 113

Brands Hotels Leadership Guest Experience 113

CSM Magazine

JANUARY 26, 2024

Introduced by Carlzon in his book, the term moments of truth refers to any instance when customers come into contact with any aspect of a business, however remote, and form an impression about its quality and service. His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

Alida

JUNE 16, 2016

A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. In fact, her first book, Chief Customer Officer: Getting Past Lip Service to Passionate Action , published in 2006, explored this new C-suite position.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

CSM Magazine

NOVEMBER 27, 2018

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. There are more management and leadership books, training, and coaches than ever before. Without authentic communication servant leadership is impossible.

Leadership 56

Leadership e-support Government Study 56

Michelli Experience

AUGUST 1, 2017

Whether it is leadership miscalculations or service breakdowns, employees and customers often doubt that leaders and businesses will fulfill promises; particularly if something goes wrong during an interaction. That opportunity is standing-up when things go wrong. Fertile Ground. Zappos Example. not), 6pm.com is our sister site.

Leadership 113

Leadership Hotels Brands Consulting 113

Team Support

FEBRUARY 11, 2021

That’s what Micah Solomon, best-selling author, customer service industry consultant, and Forbes contributor, asked as he opened a recent webinar based on his new book , Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience. The customer experience is the new marketing.

B2B 85

B2B Leadership Culture Customers 85

Oracle

FEBRUARY 22, 2021

After stepping down as CEO of the organization in 2020 to become the first Black business author at Portfolio/Penguin books, she started The Doonie Fund. She’s the author of the recent bestselling book, “It’s About Damn Time: How to Turn Being Underestimated into Your Greatest Advantage.” Jessica O. .

Technology 100

Technology Government Innovation Leadership 100

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. The day arrives, the notice goes out to the team, manuals hit desks… and within two weeks, nothing has changed. Does no one want to see change?

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ShepHyken

NOVEMBER 22, 2021

My comments here aren’t as much directed at all employees, which is what the tip implies, but really at leadership. If the leadership isn’t getting out of their offices and communicating directly with customers, they are missing the opportunity to hear from one of their best assets, their customers. Hiring customers isn’t new.

Customer Service 83

Customer Service Retail Competitive Advantage Tips 83

Alida

OCTOBER 13, 2016

In a breakout session, Amy Moore, strategic insights data manager at Kelley Blue Book, and Steve McSpiritt, market research specialist at Barnes & Noble College, revealed the steps they took to start generating revenue from customer feedback. Build thought leadership and brand awareness. Here are some highlights from the session.

Marketing 100

Marketing Company Feedback Advertising 100

Qualtrics

JANUARY 23, 2019

She’s authored several books including and the #1 New York Times Bestseller Dare to Lead. Follow Brene for insightful content about self-awareness, leadership, and human connection. ( @BreneBrown ). He writes a monthly column for Inc Magazine and is the author of Getting Real , REWORK , Remote , and It Doesn’t Have to Be Crazy at Work.

Employee Experience 52

Employee Experience Leadership Consulting Trends 52

Customer Bliss

MARCH 17, 2016

The library isn’t about warehousing books in buildings; it’s focus is on engaging their customers in reading and learning. Providing parents with easier access to books and services. One of the greatest predictors of success in kindergarten is books in the home. Distributing books to customers.

Chief Customer Officer 100

Chief Customer Officer e-support Customers Customer Experience 100

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. Kerry is the co-author of the book “Outside In: The Power of Putting Customers at the Center of Your Business”. Marketing and thought leadership programs. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Oracle

MAY 3, 2018

I started as a copywriter for a sales magazine, wrote and promoted a book, and eventually started a public relations agency. The firm has had several iterations, starting with a specialization in thought leadership programs for B2B companies. I took a government position where I met a guy who knew a guy who was writing a book.

Marketing 50

Marketing Multi-Channel B2B Tips 50

Michelli Experience

FEBRUARY 27, 2018

Let me give you an example, a 2016 article in CIO magazine , chronicled a fireside chat between Home Depot CIO Matt Carey and CIO events editor-in-chief Maryfran Johnson. The phrase was so catchy that I literally imagined it to be a book title I might use if I were to ever write a customer experience book about Home Depot.

Training 133

Training Social Media Consulting Customer Experience 133

Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: How would you have described the company culture at 1-800-GOT-JUNK when you were part of the leadership team? He read about us in Fortune Magazine, Fortune Small Business, and he wanted to find out if what he read about was true because he thought our company culture was too good to be true. He actually cold called me.

Culture 60

Culture Company ROI Leadership 60

ijgolding

AUGUST 12, 2018

This article was originally written and produced for Entrepreneur Middle East Magazine to celebrate the Customer Happiness Summit and Awards. My book, ‘Customer What? – If Amazon does not ship to your part of the world, please complete the form found here and I will arrange an alternative method to ship a book to you.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Horizon CX

AUGUST 10, 2020

In an online book, David points to a conversation as an immensely powerful and adaptable technology that can be used purposefully to achieve many different objectives and he provides the following examples. Transform leadership. Improve understanding. Build relationships. Stimulate action. Generate ideas. Surface opportunities.

Communication 130

Communication Social Media Leadership Groups 130

SurveySparrow

NOVEMBER 1, 2021

CIO Magazine, and Entrepreneur. The author of the hit book ‘The Savage Truth’, Greg is the Founder of People2people Recruitment. Greg has an impressive CV, as he’s a renowned speaker, leadership advisor, and recruitment expert who was on the list of LinkedIn ‘Top Voices’ in 2018. 4 Greg Savage. Following him is a no-brainer. #10

Social Media 98

Social Media Tips Conference Leadership 98

Beyond Philosophy

DECEMBER 22, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. Michael Lowenstein, Ph.D.,

Video 60

Video Marketing Social Media Conference 60

Up Your Service

MAY 24, 2018

? ? ?. Original Grosum Interview Transcript: We grabbed the chance to catch up with Ron Kaufman, world’s leading educator and motivator, author of the book, Uplifting Service, and fourteen other books on service, business, and inspiration, about Organizational Culture and best practices. Do you have an engaging service vision?

Airlines 40

Airlines Culture Leadership Case Study 40

Confirmit

JULY 10, 2017

Magazine’s top 101 Leadership Speakers in the world, as well as Inc.’s His book, “Building a Magnetic Culture,” made six of the best seller lists including The New York Times, Wall Street Journal, and USA Today. For five years running, he has been honored on Inc.

Employee Engagement 40

Employee Engagement Culture Video Engagement 40

Michelli Experience

OCTOBER 24, 2017

Shelagh highlights a brand I’ve written about in my book The Zappos Experience , as well as their parent company Amazon.). Shelagh points out that Allure magazine moved away from the term “anti-aging” because of its negative connotations. The role of technology in the shopping experience. A Consultant’s View.

Loyalty 157

Loyalty Consulting Loyalty Programs Groups 157

Horizon CX

APRIL 4, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. And, customer experience encompasses all of this.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

BirdEye

OCTOBER 16, 2020

Studies show that 80% of shoppers use 3rd-party sites for car shopping, including sites like Cars.com, Edmunds, Kelly Blue Book, CarGurus, CarFax, Carwise, and DealerRater. Magazines in waiting often are not enough to keep customers entertained. Get leadership involved. An average car shopper visits 4.2

Strategy 98

Strategy Customer Experience eBook Tips 98