Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

eglobalis

NOVEMBER 5, 2024

His latest book, Mindshift: Transform Leadership, Drive Innovation, and Reshape the Future , is a remarkable testament to this journey, pushing leaders to rethink their approaches and embrace transformative thinking. I find it compelling that his books and research, in most cases, steer us as readers in the right direction.

Leadership 391

Leadership Innovation Social Media Trends 391

AWS Machine Learning

JULY 15, 2024

Today, Mixbook is the #1 rated photo book service in the US with 26 thousand five-star reviews. In this post we show you how Mixbook used generative artificial intelligence (AI) capabilities in AWS to personalize their photo book experiences—a step towards their mission.

Travel 129

Travel e-support Innovation User Experience 129

BirdEye

SEPTEMBER 4, 2024

We’ll explore how to leverage each platform to its fullest potential, helping you secure more user-generated reviews, valuable customer insights, and, ultimately, more bookings. Bookings (Booking.com, Kayak, and HotelsCombined) If you’re a property owner looking for bookings, Booking.com is one place where you need to get listed.

Travel 105

Travel Hotels Social Media Hospitality 105

Experience Matters

NOVEMBER 4, 2019

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters.

Customer Experience 320

Customer Experience Customers 320

Experience Investigators by 360Connext

AUGUST 6, 2024

He is also the author of seven books including the acclaimed: It’s Not Who You Know, It’s Who Knows You!, Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With. David’s insights have been featured on thousands of media outlets around the world.

Entertainment 300

Entertainment Culture Consulting Connections 300

Alida

MAY 12, 2022

Indigo is Canada’s leading book and lifestyle retailer, offering a curated assortment of books, gifts, baby, kids, wellness, and lifestyle products that support their customers every day and at key life stages by simplifying their journey to live life on purpose.

Feedback 244

Feedback Retail Connections Customers 244

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Case Study 310

Case Study Hotels Travel Company 310

InMoment XI

JANUARY 27, 2022

In April 2021 however, New Zealand entered into a quarantine free travel agreement with Australia leading to a surge of flight bookings throughout 2021 and into 2022. So assuming that all my guests follow through on their promise to book a customer-focused airline, then that’s already $60,000 in lost revenue.

Airlines 397

Airlines Customer Experience Policies Financial 397

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

InMoment XI

AUGUST 17, 2023

Take the initiative today and book your meeting to start your journey towards improved NPS and a remarkable customer experience. Book your meeting today We look forward to discussing how we can support your growth and success.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

QuestionPro Audience

SEPTEMBER 16, 2019

What a time it is for African Americans to be represented in comic book movies, today’s most popular film genre. The ending of Avengers Endgame strongly suggests the next Captain America will be Black , while Black Panther remains the highest-grossing solo superhero movie ($1,346,913,161 globally ).

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ECXO

NOVEMBER 19, 2023

Notably, he is the creator of the Customer Centricity Score (CCS) and the author of the acclaimed book “Leading Design”, a guidebook for developing design-centric organizations. His research focuses on organizational maturity, design leadership, and customer-centricity.

Customer Centricity 367

Customer Centricity Metrics NPS Leadership 367

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Today’s guest post is from my good friend, Chip R.

Metrics 288

Metrics Customer Centricity Innovation Measurement 288

Customer Bliss

FEBRUARY 18, 2022

asks my friend Chip Bell , whose latest book is Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Know Your Guardrails. Who are we together and how do we figure out solutions to the problems?” Building a strong foundation for future planning is the start. Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

ECXO

APRIL 18, 2024

Founder of CustomerServiceCulture.com, a content hub with over 300 blogs and podcasts, and author of the book ‘The Power of Digital Conversations’ Paolo is also an international speaker. In fact, as a consultant and trainer, he has been helping client companies harness digital customer service as a key business driver.

Insurance 334

Insurance Consulting Travel B2B 334

Customer Bliss

JUNE 9, 2021

When writing my book, Would You Do That To Your Mother? , In that book, you’ll read about OVO Energy in the UK, who practices this level of transparency with customers by opening up their pricing plans to the public, outlining exactly what the energy costs are to them, so customers feel equity in what they are paying.

Leadership 288

Leadership Hospitality Customer relationships Company 288

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. If you've not read his book, , Delivering Happiness: A Path to Profits, Passion, and Purpose, I highly recommend you add it to your reading list.”.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Steve DiGioia

SEPTEMBER 24, 2020

Without the customer, we may as well just sit home and read a fairy tale book because that’s the closest some will get to the “customer reality”. Face it, this is reality. Keeping this customer service fact #1 in mind each day keeps us centered on our mission to serve. TipsOnThursday, #customerservicefacts.

Tips 310

Tips Customer Service Banking Customers 310

Storyminers

APRIL 12, 2021

When I book my time, I try to spend 70% of it on top-priority projects, 20% on second-level projects, and 10% on everything else. What’s one book that has had a profound impact on your leadership so far? Can you please briefly tell the story of how that book impacted your leadership? This is easy.

Leadership 240

Leadership Course Brands Customer Experience 240

Customer Bliss

APRIL 23, 2021

Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Adrian Swinscoe, author of the book, Punk CX , and I spoke on my podcast about ways to push your leadership skills. Bell tells us why truth is vital to trust. My friend Chip R.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

Kerry Bodine

JANUARY 18, 2021

There’s even a verb associated with this process — as in, “Would you consider blurbing our book?”. I was super excited (and nervous) to hop on the phone with him and to hear his thoughts on this book that I’d spent countless hours working on during the preceding months. And I can still remember the call like it was yesterday. “I

Comparison 227

Comparison Culture Groups Customers 227

Customer Bliss

SEPTEMBER 24, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

Airlines 276

Airlines Video Customers Customer Service 276

Experience Investigators by 360Connext

JULY 9, 2024

Before GitLab, David built and scaled the Americas Customer Success team at Cisco, managing a $2B book of business that included high/low touch, digital, and partner success. In prior roles at EVault and Cisco, David has also led development teams, cloud operations, and services (professional, managed, and support).

Fashion 284

Fashion B2C Hotels Insurance 284

ECXO

OCTOBER 5, 2023

He and his brother Peter, an Oxford D.Phil in Cognitive Psychology, have written three books on customer experience strategy and NPS. Maurice FitzGerald is the former VP of Customer Experience for HP’s $4 billion software business and was previously VP of Strategy and Customer Experience as well as Chief of Staff for HP in EMEA.

Survey 380

Survey Net Promoter Score NPS Exercises 380

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Touchpoint survey best practices. Best Metric: CSAT.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

C3Centricity

MARCH 12, 2024

By offering a wealth of free resources, including blogs, e-books, and webinars, HubSpot attracts visitors who are looking for information on inbound marketing and sales. HubSpot is a prime example of content marketing done right.

Customer Engagement 296

Customer Engagement Engagement Competitive Advantage Entertainment 296

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here are the book links.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

C3Centricity

JULY 27, 2021

The term was coined by Ken Blanchard in a book called, Raving Fans published in 1993. It is a breakdown in account service, the account is not being serviced at a level of their expectations. First, let’s define a Raving Fan. A Raving Fan is a customer, who is excited about your product, service or solution. Think of Apple and Tesla.

B2C 316

B2C B2B Customer Satisfaction Industry 316

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 195

Hotels Guest Experience Travel Social Media 195

ECXO

JUNE 11, 2023

Airbnb – the American online rentals marketplace has implemented a user-friendly website and mobile app that provides personalised recommendations, easy booking, and seamless communication between hosts and guests. This has resulted in increased bookings and customer satisfaction, and has helped Airbnb disrupt the hospitality industry.

B2B 390

B2B B2C Touchpoint Customer Journeys 390