Kayako

JULY 6, 2017

All that is captured in these customer service books. Luckily, as support grows as an industry, support minded folks are taking to their computers to write books on customer service which serve as guidance and thought-leadership for those building a career within it. 10 of the best career-inspiring customer service books.

Self Service 93

Self Service Handbook Customer Service Culture 93

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

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Jeannie Walters. Erica Sosna.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

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

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

The DiJulius Group

AUGUST 8, 2024

*The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “Your vision needs to be your wildest dream of the impact your organization can have on the world.” Great leaders are paranoid that there is a better way to do something.

Leadership 98

Leadership Employee Experience Groups Management 98

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

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

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

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

Customer Bliss

JANUARY 18, 2018

Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth. She had to unite leadership and teams in understanding the term definitions, the source of the information, and implications of the data. . Click To Tweet.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

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

Customer Bliss

AUGUST 3, 2018

Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. .

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

The DiJulius Group

DECEMBER 19, 2024

Links: The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book,The. Read Full Article The post 183: Q&A with John DiJulius on Leadership appeared first on The DiJulius Group.

Leadership 52

Leadership Groups Employee Experience Customer Experience 52

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. He’s the author of Culture Renovation: A Blueprint for Action 18 Leadership Actions to Build an Unshakable Company.

Culture 105

Culture Leadership Analysis Groups 105

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

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. ” #CustomerExperience #WomenLeaders #CCO #customer #businessleadership #business #womanpreneur #makemomproud #CX #Entrepreneur #leadership.

Chief Customer Officer 185

Chief Customer Officer Video Leadership Course 185

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

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. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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.

Leadership 98

Leadership Government Employee Experience Innovation 98

ECXO

NOVEMBER 9, 2023

November 16 at 5:00 PM (CET) – 4:00 PM (GMT) – 9:00 AM (PDT) #cx #employeeexperience #designthinking #customerexperience #CXM Subscribe here on Linkedin: [link] Please help us welcome Karen, a luminary in leadership, organizational transformation, and Customer Experience (CX), as our esteemed guest lecturer and presenter.

Culture 156

Culture Connections Contact Center Leadership 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

ShepHyken

MARCH 24, 2025

BONUS Top Reads to Boost Your Contact Centre Leadership Skills by Stephanie Lennox (Call Centre Helper) As a contact centre leader, youre always managing a fast-paced environment while also ensuring your team delivers exceptional service.

Customer Service 73

Customer Service Healthcare Loyalty Video 73

The DiJulius Group

JANUARY 29, 2025

Outspoken Employees Outspoken employees can be considered negative, especially when employee feedback is given outside of an employee survey. Whenever I conduct a leadership workshop around our latest book The Employee Experience Revolution, one consistent question that comes up is how to handle negative employees.

Leadership 59

Leadership Employee Experience Survey Feedback 59

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. Practice mindful leadership. “CX can’t happen unless the employee experience is there,” said Cassandra Goodman , general manager, experience transformation , Australian Unity.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

ijgolding

JANUARY 28, 2018

Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? Whilst it is common to find businesses implementing frameworks to manage the customer experience, we do not often see the same principle being applied for the employee experience.

Employee Engagement 196

Employee Engagement Engagement Customer Centricity Culture 196

Integrity Solutions

DECEMBER 21, 2022

Effective leadership development focuses on the mindset, key skills and competencies they need for their particular role. Effective leadership development is like following a tried and true recipe; the core ingredients have to be there and they have to be high-quality. The Secret Sauce of Effective Leadership Development.

Leadership 82

Leadership Culture Competitive Advantage Employee Engagement 82

InMoment XI

AUGUST 2, 2023

It requires alignment of processes and actions that prioritise customer satisfaction at every level; from the leadership team to front-line employees, everyone must understand their role in delivering for customers and comprehend the significant impact it has on the success of the business. Book your meeting today

NPS 195

NPS Customer Centricity Automotive Culture 195

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged.

Leadership 90

Leadership How To Culture Employee Engagement 90

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

CX Journey

OCTOBER 6, 2016

Specifically: Early in the book, he states: " Changing the way people think about things, influencing them and seeing what comes out of it gives me great joy." It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. Why Guinness?

Culture 169

Culture Banking Metrics Employee Engagement 169

Qualtrics

MAY 29, 2019

Often the secrets of their success aren’t exactly secret – there are countless books detailing the ways companies and managers have nailed the employee experience. Employee experience is hotter than ever, and new books hit the shelves daily. We’ve got you covered. By Shane Snow. Tough Conversations.

Employee Experience 37

Employee Experience Leadership Culture Innovation 37

ShepHyken

JULY 6, 2021

Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. Caring leadership is showing daily actions that show concern and kindness to those you lead.

Leadership 142

Leadership Customer Experience Customer Focused Customer Service 142

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

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

Customer Bliss

OCTOBER 24, 2019

Foster Good Employee Experience. If you want happy customers, you need happy employees. As Alison Circle, CCO of the Columbus library shared, it’s not just about providing books to be checked out, it’s about learning how to engage these patrons throughout the various stages of their lives.

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

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