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.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

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. First, when CX is great, both top- and bottom-line metrics improve, not just short-term, but long-term as well.

Books 52

Books Customer Centricity Advertising Culture 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Customer Bliss

JUNE 16, 2016

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development. The first step is actually around leadership development.

Leadership 141

Leadership Customer Experience Travel Customers 141

COPC

MARCH 11, 2024

The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction. Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts? This is a recruitment quality metric.)

Call Center 97

Call Center Contact Center Culture Engagement 97

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Elevate customer growth/loss as a success metric of the business.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

InMoment XI

NOVEMBER 2, 2022

Basically, when an organization’s leadership decided to engage in customer experience design, they would deploy surveys (sometimes physically) for customers to fill out and hand back. If you want to learn more about how Experience Improvement can help your organization, feel free to download this e-book ! Let’s get into it!

Touchpoint 324

Touchpoint Customer Experience Design Reference Brands 324

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. So treat yourself to a book every quarter. Books for Product Managers. Books for Product Managers. Blogs for Product Managers.

Books 80

Books Blog Management Leadership 80

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

Lumoa

OCTOBER 24, 2023

A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. One surefire way to deliver happiness to customers is to create a culture of happiness within the company.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Beyond Philosophy

DECEMBER 10, 2021

We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system. Reichheld’s book is an attempt to get users back on track. Buy his book!

NPS 109

NPS Books Net Promoter Score Leadership 109

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. How do you define corporate culture? And most importantly….

Leadership 60

Leadership Automotive Hotels Culture 60

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.

Books 71

Books Customer Service Culture E-support 71

Customer Bliss

AUGUST 10, 2018

This moves “customer-centric” activities from the once-per-year energy expended when the survey results come out, to recurring focus by a united leadership team to improving customers’ lives and driving growth. The following excerpt is from my third book, Chief Customer Officer 2.0, CX #CustExp Click To Tweet.

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

Customer Bliss

DECEMBER 15, 2016

One-company accountability, leadership, and culture. I recently saw a new book that was more about overall company strategy that got me thinking. The book is called The Carrot Principle and it mostly talks about recognition and engagement. The strategic management pillars mentioned in this book are: Goal-Setting.

Management 152

Management 2017 Books Metrics 152

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. This body of knowledge is universal to any organization type.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

Alida

APRIL 27, 2018

Practice mindful leadership. “Leadership matters. ” Mindful leadership is about managing change, staying resilient and inspiring growth to create happier employees and better workplace ecosystems, which leads to improved productivity. Improve the change fitness of leadership and the organization.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics. Ultimate Guide to SaaS Customer Success Metrics.

Presentation 40

Presentation Leadership Customer Success 2017 40

Natalie Petouhof

AUGUST 15, 2022

However, a new book from Tony Bates, @Genesys CEO and Chairman, and Dr. Natalie Petouhoff, Empathy In Action, provides a guidepost on how empathy impacts both the customer and employee experience. The book cites levels of commitment an organization has put forth for customer experience from levels 1 through 5. OODA and Quality.

Employee Experience 52

Employee Experience Contact Center Books Culture 52

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? She specifically references lessons learned from my book, I Love You More Than My Dog , that you should connect your personal self with your business self. This was a major improvement within their culture. Tactic 5: Assess your Employee ROI.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ClearAction

JANUARY 8, 2024

Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives. Re-align out-of-sync policies, processes, agendas, reviews, metrics, approvals, rewards, recognition, and succession.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

Horizon CX

MAY 7, 2021

And how cool would it have been for the hotel to have just purchased one set of towels for this guest as soon as they noticed he had booked the hotel again? THE VALUE OF A CLOSED-LOOP CULTURE. Do you want to learn more about Closed-Loop Systems and how to build a Closed-Loop Culture? appeared first on Horizon CX.

Culture 52

Culture Net Promoter Score Hotels Feedback 52

Customer Bliss

APRIL 27, 2016

But if you want to improve listening skills — of your leadership, or your team, or another subset — towards customer growth, how do you do that? Improve Listening Skills: Your Company’s Leadership. I’ve written about this in different ways in both my books and countless times on this blog too.

Leadership 173

Leadership Social Media 2016 Customers 173

Daniel Group

NOVEMBER 30, 2022

how to use CX metrics most effectively. His latest book, Winning on Purpose, outlines the Earned Growth Rate metric, a simple metric that allows you to track the revenue you earn from excellent customer experience. His new book is well worth reading. Create a consistent feedback cadence to Executive Leadership.

2022 98

2022 NPS Net Promoter Score Presentation 98

Zeisler Consulting

SEPTEMBER 13, 2022

In fact, some of the leadership team was leery of even broaching the subject of changing the way the metric was reported, knowing he’d not like it. In fact, since the original way of reporting the metric made it impractical to use from an operational improvement perspective, the data wasn’t even valid.

Metrics 72

Metrics Books Leadership Insights 72

Customer Bliss

FEBRUARY 23, 2016

This typically involves leading operational change, nurturing and developing employees, and hitting operational targets and metrics that improve the company. That’s the only path to sustainable organizational, leadership, and cultural change. Everything, of course, is through the lens of total customer focus.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

There was no text book or standard curriculum when it came to customer experience. Wanted to improve your brand culture. These panel discussions with experts from around the globe explore the six competencies of the CXPA CX Framework, including: Building (and Sustaining) a Customer-Centric Culture. Why do we do this?

2019 146

2019 Social Media Webinar Events 146

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 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 Books Competitive Advantage 105

inQuba

APRIL 4, 2023

Leadership Transformation requires a strategic approach that prioritizes cultural (one that values innovation and experimentation) and organizational changes, talent acquisition and development, and investment – and these all require strong leadership.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journey 52

inQuba

APRIL 4, 2023

Leadership Transformation requires a strategic approach that prioritizes cultural (one that values innovation and experimentation) and organizational changes, talent acquisition and development, and investment – and these all require strong leadership.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journey 52

Natalie Petouhof

AUGUST 15, 2022

Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. I agree that in developing a customer-experienced-focused culture, companies must create a set of core company values to rally around.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

ClientSuccess

AUGUST 24, 2018

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? ”. We’ve compiled a list of 11 books frontline CSMs should read right now. 11 Books Frontline CSMs Should Read Right Now. Let’s get started! Company : NarrativeDx.

Books 40

Books Customer Success Management Chief Customer Officer 40

Experience Investigators by 360Connext

JULY 28, 2020

It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. After 30+ years, it would have been easy for them to stay the course, using one of the oldest objections to new CX initiatives in the book: “It’s always been done this way.”

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

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.

Books 37

Books Customer Service Document Culture 37