Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience?

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

CX Journey

DECEMBER 11, 2018

I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I read the first two books on cross-country travel last week, with time to spare for chatting with my seatmates. (In Image courtesy of Pixabay What's in your library?

Leadership 151

Leadership Guidelines Travel Culture 151

ShepHyken

MARCH 11, 2020

This explained the company culture and expectations of Disney employees, also known as cast members. In my book The Amazement Revolution , I wrote about Hy-Vee, the regional grocery store chain based in Des Moines, IA. Ideally, the potential employee experiences the store through a different lens than a regular customer.

Employee Experience 139

Employee Experience Culture Video Customer Service Training 139

InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees.

Company 397

Company B2C Employee Experience Culture 397

Customer Bliss

MARCH 21, 2019

One who leads with a vision and principles that can transform both employee and customer experience? 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.

Hotels 192

Hotels Employee Experience Customer Experience Leadership 192

InMoment XI

AUGUST 17, 2023

They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success. Regularly Seek and Act on Feedback: Create mechanisms for employees to provide feedback and suggestions for improvement. Book your meeting today

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000. Only 31.5%

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Customer Bliss

AUGUST 8, 2019

So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation. into a multi-billion dollar brand.

Chief Customer Officer 143

Chief Customer Officer Hotels Customer Experience Tips 143

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

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

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. 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.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

Kristina Evey

JULY 25, 2019

On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey.

Culture 120

Culture Customer Experience Employee Experience Customers 120

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Erica Sosna.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ShepHyken

JUNE 5, 2023

Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. Do an inventory of the top five KPIs you are currently tracking for customer experience and see if you have a correlating one for employee experience. How can you measure the employee experience?

Employee Experience 97

Employee Experience Net Promoter Score NPS Retail 97

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Know Your Guardrails. Who are we together and how do we figure out solutions to the problems?” Move with Purpose.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

ECXO

MARCH 21, 2023

By incorporating these pillars into your customer experience culture, you can create a holistic approach to both customer and employee experience that fosters customer loyalty, retention, and ultimately drives the ultimate mix of adoption and business growth. It is a process and will not happen in one day.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

CX Journey

SEPTEMBER 9, 2014

In response to my recent post, A Culture of Distrust , Richard Fagerlin reached out to me about his book Trustology : The Art and Science of Leading High-Trust Teams. The book is about employee engagement through trust relationships, or in a nutshell, building a culture of trust. So it sounds like we might just be in agreement.

Effort Score 194

Effort Score Employee Engagement Guidelines Culture 194

ShepHyken

JULY 5, 2021

Workers Say Employee Experience Directly Impacts Customer Service, According to New Eagle Hill Consulting National Employee Survey by PRNewswire. MarTech Series) A new national employee survey from Eagle Hill Consulting finds that 64 percent of U.S. Top 10 Must-Read Customer Experience Books by Sofia Ohlson.

Customer Service 156

Customer Service Loyalty Programs Hotels Infographics 156

ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Employee experience has certainly met some hard knocks during the global pandemic. Michelli is well-known for his books about companies such as Airbnb, Mercedes-Benz, Ritz Carlton, Starbucks, and Zappos. Lynn Hunsaker. Build Connections.

Employee Experience 71

Employee Experience Customer Experience Leadership Exercises 71

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. She even includes several exercises in the book.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

ShepHyken

JANUARY 7, 2025

Since writing that book, a number of other books on convenience have been published. The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood : I had the pleasure of interviewing Allgood, eBays VP of global CX. Avrins is one of the best.

Retail 82

Retail Video Customer Confidence Culture 82

CX Journey

MAY 8, 2019

It is a concept well documented in the 1997 book by the same name, written by James Heskett; Earl Sasser, Jr.; From the book. i.e., fellow employees. From the book: Internal quality is measured by the feelings that employees have toward their jobs, colleagues, and companies. Take a look at the service-profit chain.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. 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.

Return on Investment 182

Return on Investment Customer Centricity Culture Ecommerce 182

ijgolding

DECEMBER 1, 2017

In 2018, Ian Golding (that’s me), will officially become the author of a book. As an ‘almost’ author, I am keen to understand your experience of writing – I understand that you published your first book a few years ago, with your second just around the corner. So why have you decided to publish a second book?

Insurance 148

Insurance Customer Centricity Customers Travel 148

CloudCherry

FEBRUARY 6, 2020

After all, he wrote the book. (No No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week.

Customer Centricity 195

Customer Centricity Leadership Culture Industry 195

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

ShepHyken

MARCH 24, 2025

My Comment: It was a surprise and an honor to see my book, The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience , listed in the recent Call Centre Helper list of top books for contact center leaders.

Customer Service 75

Customer Service Healthcare Loyalty Video 75

ECXO

MAY 16, 2024

The customer is not only the focus when convenient; the customer experience is always the highest priority. The customer-centric leader understands the link between EX & CX Employee experience (EX) involves what employees experience in their touchpoints with, for example, managers, colleagues, corporate culture, and the work environment.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

ECXO

JUNE 6, 2022

His book influenced all global businesses, thought leaders, and practitioners and how we perceive products, services, and experiences in our days. The Experience Economy was probably the most impactful book related to customer experience and design around the globe. Who is Joe Pine ? Join ECXO today.

Consulting 156

Consulting Customer Experience Professionals Innovation Culture 156

Customer Bliss

DECEMBER 4, 2018

3: Recognize that those connections and the hand-offs between internal departments often are the Bermuda triangle that define the customer and employee experience. And as always, if you have questions or want to share your experience with it, reach out or leave a comment. View this post on Instagram.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

CX Journey

JUNE 13, 2018

I hope you enjoy it! And, as always, if you have any questions or if I can help in any way, let me know in the comments below or by contacting me.

Strategy 144

Strategy Roadmap Employee Experience Customer Experience 144

ijgolding

SEPTEMBER 25, 2018

I planned, booked and executed the entire end to end journey with them. After booking, they quite literally picked me up at home and deposited me at my final destination (eventually…. My book, ‘Customer What? – the honest and practical guide to customer experience’ – is now available to purchase! Enjoy the read!!

Travel 247

Travel Hotels Customer Journeys Transportation 247

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

MAY 23, 2018

“ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience Travel B2C 197

BlueOcean

NOVEMBER 13, 2023

One of his recent podcasts with the CEO from Avaya digs into the role of employee experience—a topic we believe should always be top of mind as the contact center evolves. After all, happy employees create happy customers. If nurturing the employee experience is on your mind as you enter 2024, listen to this podcast today.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Customer Bliss

MAY 7, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Both customer and employee experiences would improve. Moving from talk to action here requires knowing which you’re kidding customer experiences can be planned ahead of time to give employees that wiggle room.

Self Service 178

Self Service Chief Customer Officer Course Policies 178