ShepHyken

JANUARY 1, 2024

Big and small businesses can glean valuable insights from Santa’s timeless appeal. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. He’s known for his infectious laughter, his generous spirit and his knack for knowing precisely what you want.

Customer Service 57

Customer Service Social Media Loyalty B2C 57

Kustomer

NOVEMBER 1, 2021

She has also authored two books on customer experience. Harvard Business Review – The HBR IdeaCast is a great resource for insights, up-to-date trends, as well as the practicalities of how cultural shifts impact business. Populated by industry leaders and thinkers, this energized podcast has something for everyone.

Customer Service 98

Customer Service Entertainment Trends Social Media 98

CSM Magazine

FEBRUARY 14, 2020

Despite this, according to Nick Beardsley, Enterprise Director at Olive Communications , most organisations today still have no successful digital strategy in place, confusing multi-channel with omni-channel, or those that are embracing AI are merely scratching the surface of its potential to transform customer service. About the Author.

Omni-Channel 66

Omni-Channel Customer Experience Multi-Channel Customers 66

Kustomer

JULY 25, 2019

If I’ve learned anything from 23+ years as a digital marketer in the software industry, it’s that customer experience is not just the interaction with a product, but the relationship it starts to build by continually offering relevant content and valuable insights. Are there long or short-term consequences to the concepts the authors outline?

Customer Experience 63

Customer Experience Loyalty Touchpoint Customers 63

ProProfs Chat

JUNE 30, 2020

Author: Peggy Klaus. But it definitely gives a great insight into how leaders can bring a lot on the table easily. Author: Simon Sinek. Author: Jean Greaves and Travis Bradberry. Author: Dale Carnegie. Author: Robert J. Author: Jeff Toister. The Hard Truth About Soft Skills. Goodreads Rating: 3.5/5.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ShepHyken

DECEMBER 27, 2021

The author focuses on data and survey results, which are great for finding out how happy (or not) your customer is. 7 Key Tips for Designing Voice-User Interfaces by Nick Babich. Here’s an article with some design tips, but will also give you some insight into how powerful interactive AI is going to be.

Customer Service 72

Customer Service Tips Fashion Call Center 72

Gainsight

JULY 9, 2020

He is a restaurant owner, author, and well-known philanthropist. However, it was his insights into leadership and teams that struck an interior chord and resonated with something I had read before. It brought to mind some of the advice that Nick and Allison shared in their book. Joe, no doubt has many talents.

Leadership 59

Leadership e-support Chief Customer Officer Customer Success 59

Gainsight

JUNE 2, 2022

Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. This year, Nick asked Yamini Rangan and Yancey Spruill to the keynote stage at Pulse. Let’s celebrate them! via GIPHY. Yamini is the CEO of Hubspot.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Integrate.ai

MAY 13, 2020

So let’s try to clear things up with some insights we’ve collected over the past couple months. They don’t have the insights they need to correctly engage with customers and ultimately fill their needs. Rely on the data you have, and if you feel like it isn’t context-rich enough, augment it to leverage real-time insights.

Retail 52

Retail Ecommerce Consumers Travel 52

Integrate.ai

MAY 21, 2020

So let’s try to clear things up with some insights we’ve collected over the past couple months. They don’t have the insights they need to correctly engage with customers and ultimately fill their needs. Rely on the data you have, and if you feel like it isn’t context-rich enough, augment it to leverage real-time insights.

Retail 52

Retail Ecommerce Consumers Travel 52

Gainsight

AUGUST 11, 2021

During the Pulse Everywhere , the All-Access VIP Pass included a Live Unplugged session with best-selling author of “Crossing the Chasm,” Geoffrey Moore , in conversation with CEO Nick Mehta. An industry luminary, he is respected for his business insights that directly impact customer success. The Productivity Zone.

Customer Success 40

Customer Success System NPS Transportation 40

ShepHyken

JUNE 5, 2017

Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. Nick Francis of Help Scout shares some insights on exactly how to go about it. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

Gainsight

APRIL 26, 2023

During the Pulse 2022 opening keynote, Nick Mehta, CEO of Gainsight, reflected “In 2013, there were 300 people in this room, and there were like 500 people in customer success, literally.” Oh, how far we’ve come—as a company, an industry, and an unstoppable community that we’ve forged around our annual Pulse Conference.

Industry 52

Industry Conference Fashion Customer Success 52

Integrate.ai

MAY 28, 2020

The key to this paradigm shift to digital are insights. Recently, we started working with a retailer that’s tapping into our consumer intelligence network to get real-time insights into purchasing behaviors across multiple industries (including the latest COVID data and trends). About the author. They’ve become the norm.

Retail 52

Retail Ecommerce Consumers Measurement 52

Integrate.ai

MAY 28, 2020

The key to this paradigm shift to digital are insights. Recently, we started working with a retailer that’s tapping into our consumer intelligence network to get real-time insights into purchasing behaviors across multiple industries (including the latest COVID data and trends). These convenient models aren’t aberrations, either.

Retail 52

Retail Ecommerce Consumers Measurement 52

AWS Machine Learning

NOVEMBER 10, 2022

This post was co-authored by Arun Gupta, the Director of Business Intelligence at Prodege, LLC. About the Authors. Nick Ramos is a Senior Account Manager with AWS. In partnership with AWS, Prodege continues to innovate and remain on the cutting edge of customer satisfaction.

Training 68

Training Customer Satisfaction Innovation Consumers 68

Think Customers

OCTOBER 28, 2020

Customer experience strategist and author Don Peppers has long said that frictionless customer experiences build loyalty—not delightful experiences. “As Equip them with speech and data analytics tools as well as training to identify customer trends and turn them into actionable insights. Why is this so important? Other experts agree.

Financial 52

Financial Insurance Banking Customer Journeys 52

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. Editor’s note: Our CEO, Nick, wrote a great article on launching a new CS team.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

Gainsight

AUGUST 5, 2022

In Gainsight’s book, The Customer Success Professional’s Handbook, the authors shared the essential skills that every CS professional should possess. All CS professionals, no matter their level in the hierarchy, should be respected and trusted by their customers for the valuable insight they provide. Core CSM competencies.

Handbook 59

Handbook Sales Customer Success Customer Journeys 59

Gainsight

APRIL 29, 2021

By Nick Mehta – CEO, Gainsight. As our first Chief Customer Officer and author of the Customer Success book, Dan Steinman , said years ago, “The natural tendency of customers is toward churn.” Imagine gathering Customer Success executives together and having them open up about pain points, processes, and the future of CS.

Chief Customer Officer 52

Chief Customer Officer ROI Customer Success Sales 52

PeopleMetrics

JANUARY 29, 2014

According to Matthew Dixon and Nick Toman, co-authors of the recent book The Effortless Experience: Conquering the New Battleground for Customer Loyalty , coaching results in significantly higher performance. What isn’t debatable is the value of coaching in customer interactions.

How To 96

How To Sports Survey Feedback 96

Comm100

SEPTEMBER 22, 2016

These are also books that can help you acquire crucial insight and skills down to pass the whole team, so everyone can benefit. Join author Joseph A. Jill Griffin, an internationally published author and business consultant, has written the bible on customer service loyalty programs with this book. Author John R.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Gainsight

JULY 7, 2021

After all, the keynote was Geoffrey Moore, the brilliant author of Crossing the Chasm , one of the first business books I ever read. There’s a wealth of knowledge and insights you’ll get access to after an event on Hopin so be sure to carve out time to pull insights that you’ll take with you as you plan your next event.

Social Media 45

Social Media Conference NPS Customer Success 45

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Annette Franz – Customer Experience Consultant, Keynote Speaker, Author .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Influitive

NOVEMBER 26, 2015

Get actionable insights & advice from 20 of the most innovative customer experience thought leaders and practitioners in the B2B world. Watch all of the 2015 Advocamp presentations from prestigious speakers like Nir Eyal (author of Hooked ), Rob Meinhardt (founder of Dell Kace), and Nick Mehta (CEO of Gainsight) in our VIP Community.

Gamification 40

Gamification Case Study eBook B2B 40

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. She recently wrote the book on customer understanding ! Arie Goldshlager.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

FEBRUARY 15, 2022

In this article, we have curated a list of the top 30 customer service experts you should start following to learn more and gain better insights into the industry. Toporek also authored the book “Be Your Customer’s Hero”, and co-hosts the podcast ‘Crack The Customer Code’ along with Jeannie Walters. Here is the list for you – 1.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Jeanne Bliss. Mikael Blaisdell.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. She recently wrote the book on customer understanding ! Arie Goldshlager.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

JANUARY 5, 2022

Peter Armaly is a highly-recognized, visionary Customer Success Leader that can always be found sharing his insight with the CS community. Aside from being an active member of the CS community, Jay can also be found having insightful conversations with industry leaders on his popular podcast. Peter Armaly. Irit Eizips. Nils Vinje.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Chattermill

MAY 12, 2019

We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. While we’ve learned a lot about customer experience from working with global top-tier CX companies, we’ve also picked up a ton of insights by making our way through lots of books written by business leaders.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ShepHyken

JANUARY 30, 2023

The Importance of Maintaining Customer Service in Difficult Times by Nick Gold (theHRDIRECTOR) As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken

Customer Service 23

Customer Service Banking Effort Score Tips 23

Grade.us

FEBRUARY 16, 2021

The domain authority of the linking sites (how trusted they are). The quality of your links depends on the domain authority of the website from where the links originate. The process will help with your local rankings and give you an insight into how local SEO works and how you can improve your performance. Nick Chernets.

Social Media 26

Social Media Strategy Retail Analytics 26

Amity

APRIL 25, 2016

Trituns Insights. She is a CXPA CX Expert (1 of 17), CustomerThink Featured Columnist (1 of 12), #3 author on CustomerThink. Nick Mehta. Nick is a leader in the SaaS industry. Director, Insights Customer Success - Zuora. Jason specializes in Customer Success Management & maximizing IT user adoption. Jay Nathan.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SmartKarrot

AUGUST 26, 2021

The author, enterprise software and spend management expert and Coupa CEO Bernshteyn provides step-by-step insights for today’s business leaders on how they can better deliver and measure value to customers. By Nick Mehta, Dan Steinman and Lincoln Murphy. Value as a Service: Embracing the Coming Disruption. By Rob Bernshteyn.

Case Study 10

Case Study Social Media Customer Success Advertising 10

Gainsight

SEPTEMBER 6, 2022

The mindset in SaaS has shifted,” says Nick Mehta, Chief Executive Officer at Gainsight, a leading customer success and product experience platform. He’s also the co-author of two books: Customer Success and The Customer Success Economy. “A It’s forcing the sector to transform like never before.

Self Service 10

Self Service Customer Success Roadmap Sales 10