Russel Lolacher

MARCH 13, 2023

In this episode of Relationships at Work, Russel chats with academic and best selling author Hamza Khan on the importance of reinventing leadership to improve the workplace and the employee experience. He’s the best selling author of the burnout gamble and his latest book leadership reinvented. His 2015 Talk is now at 2.1

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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.

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Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. So treat yourself to a book every quarter. Books for Product Managers. Blogs for Product Managers.

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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.” This is an area where CFOs can play a vital role.

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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.

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Russel Lolacher

MAY 4, 2021

It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. 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. The post What Will be Your Leadership Legacy? cy | ?

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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. Understand your team members better.

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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. Unfortunately, this is the way things work in management.

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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. Unfortunately, this is the way things work in management.

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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.

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TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

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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!

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ShepHyken

MARCH 19, 2021

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Despite this, only a fraction of those women make it into leadership positions — 48%, to be exact.

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CX Journey

APRIL 19, 2017

Image courtesy of pedrosimoes7 Do people leave managers or do they leave companies? My last few posts have focused a bit more on culture and leadership (or lack thereof); in today's post, I'll continue the trend with a focus on management sins. The first is a whitepaper I recently came across titled 7 Deadly Sins of Management™.

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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. ,

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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.” Yet in Dare to Lead , Brené discusses how empathy, connection, and courage are not only characteristics that machinery doesn’t have, but ones that managers ought to have.

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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.

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BirdEye

OCTOBER 31, 2023

Choosing the best reputation management company for your business can boost your online reputation, amplify positive feedback, and effectively handle any negative remarks. Here’s a guide on choosing the right reputation management company for your business in 2023, featuring a list of the top 7 reputation management companies.

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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.

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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.

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Oracle

MARCH 5, 2020

Leaders surveyed for the report identified leadership and management, creative problem solving, and communication among the highest priority skills for their workforce. ” -Dainah Kibera, Sales Operations Manager, Kenya Airways. ” -Callie Reynolds, VP Account Management, Oracle Data Cloud.

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Customer Bliss

SEPTEMBER 1, 2016

I wanted to talk for a quick second about strategic management in customer experience. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. This is your guide to strategic management in CX. Strategic Management: The Four Culprits.

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Management Chief Customer Officer How To Leadership 175

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. In my first book, Chief Customer Officer , I explain how a customer dashboard can be used internally as a tool to monitor trends, feedback, and issues.

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Customer Journeys Leadership Tools Customer Retention 178

Customer Bliss

JANUARY 18, 2018

Kathy is responsible for managing and creating good customer experiences from end to end for The Nature’s Bounty Company, which is a global manufacturer of vitamins and supplements. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

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Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. Green’s books The Trusted Advisor and Trust-Based Selling. About Mark. I loved working with Mark! The relationship suffered.

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Banking Leadership Net Promoter Score Customer Journeys 143

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. At Totango, we’re always looking for great candidates to join our growing team , so we asked some of our leaders to share their top Customer Success Manager interview questions and their ideal answers. 5 Key Customer Success Manager Interview Questions. .

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Customer Success Management How To Leadership 95

Beyond Philosophy

FEBRUARY 15, 2017

For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experience. Colin is an international author of five bestselling books and an engaging keynote speaker. The post 8 Leadership Strategies From An Influencer appeared first on.

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Kate Nasser

OCTOBER 2, 2018

Leaders, managers, and team leaders, lead customer service morale w/ these 5 steps from Kate Nasser, The People Skills Coach, author of new book, Leading Morale. The post Customer Service Morale: 5 Key Leadership Steps | #CustServ #NCSW18 appeared first on KateNasser.com. Happy National Customer Service Week!

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Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

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Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Giving permission and behaviors to model.

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ijgolding

OCTOBER 24, 2016

Whilst I do not proclaim to be a shining example of leadership myself, I am constantly looking for new ideas, knowledge and inspiration that will help me to become ever more effective in my specialism. Stephen described how last Christmas he attempted to book a table at a beachside restaurant for his extended family.

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ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. One of those questions asks, “ What are one to three books, blogs, or thought leaders that have greatly influenced your customer success career, and why? ”.

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Customer Bliss

DECEMBER 15, 2016

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next. These questions, all tied to strategic management, should be top of mind for you — even if you’re working from home the next few weeks.

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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.

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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.

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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.

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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.

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