Myra Golden

OCTOBER 27, 2018

A bright young Generation Z professional approached me after a customer service workshop last week in Atlanta and asked me for advice. Here’s one of the smart questions she asked me, “What books would you recommend that my younger self, say my senior year in college, should read? Blink by Malcolm Gladwell.

Books 53

Books Workshop Customer Service Customer Experience Design 53

Myra Golden

JANUARY 28, 2019

For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. Two weeks ago I sipped Syrah and read one of the best communication books I’ve ever read. (It I am so astonishingly excited about this book that I have to share it with you!

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Books Webinar Entertainment Communication 55

Myra Golden

JANUARY 2, 2018

Note: This is a rare post that is not about customer service. Scroll on down if my book list doesn’t interest you. I read hardbacks, love nestling up with my Kindle, and I also listen to a lot of Audible books. As a Happy New Year gift to you, I’m sharing four of my favorite books from 2017.

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Books 2017 Travel Customer Service 40

InMoment XI

NOVEMBER 2, 2022

What Is CX Design? The idea of CX design was relatively simple for many years. 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. Let’s get into it!

Touchpoint 324

Touchpoint Customer Experience Design Reference Brands 324

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. ” Charlie “Tremendous” Jones.

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Books Leadership Hospitality Consulting 148

ShepHyken

JANUARY 10, 2017

Customer Experience Design. Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Brian Solis Discusses the Role of.

Customer Experience Design 91

Customer Experience Design Books Customer Journey Customer Experience 91

Beyond Philosophy

MAY 16, 2024

Today, we are exploring the broad concepts regarding the significance of memory to Customer Experiences. In my last book, The Intuitive Customer, my coauthor and I asserted that customer loyalty is a function of memory. Therefore, the formation of memories is essential to your customer experience design.

Hotels 78

Hotels Connections Books Loyalty 78

BlueOcean

NOVEMBER 29, 2023

As our industry evolves, the expectation in a multi-experience landscape is that customers and agents will be able to pivot easily from platform to platform, in a way that is intuitive to each unique customer segment. This is a key criteria for your integrated customer experience design team to consider as you move forward.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

Customers That Stick

JANUARY 7, 2020

What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. Read the rest here. »

Customer Centricity 88

Customer Centricity Culture 2019 Customer Experience Design 88

Storyminers

JANUARY 21, 2015

James Patterson has written lots of books. With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, highly engaging experiences for passionate fans. He’s known for thrilling readers with his engaging style. Two in fact. Two in fact.

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Books Engagement Consumers Social Media 40

GetFeedback

JULY 19, 2019

When you assemble the data mechanisms for your VoC program, the goal is to get the most complete picture of your customers and to understand their experience as fully as possible. Your VoC data is most effective when it includes all customer sentiments, including overt responses, and non-overt mentions.

Social Media 262

Social Media Feedback Webinar Books 262

Beyond Philosophy

OCTOBER 2, 2017

Embracing the all-encompassing nature of Customers’ irrationality. Realizing the only way to build Customer loyalty is through Customer memories. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer Experience Professionals 229

Customer Experience Professionals Customer Experience Rewards Programs Loyalty 229

Beyond Philosophy

JUNE 25, 2021

For example, in the UK, loads of people are trying to get into the dentist, but can’t get an appointment because the National Health Service (NHS) is fully booked. In Florida, elective surgeries, like knee replacements and the equivalent, are booking three months out or more. These circumstances create opportunities. www.nytimes.com.

Insights 153

Insights Customer Experience 2021 Books 153

Storyminers

JANUARY 22, 2015

I contributed an article about Intelligent Experiences: Where CX Meets … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Employee Experience Experience Design Strategy books business strategy customer experience employee experience white papers'

2015 65

2015 White Paper Customer Experience Customer Experience Design 65

ShepHyken

DECEMBER 5, 2018

In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. If a customer is on a website and needs help, there should always be a human fallback. A bad customer experience design: The concept of CX design is a hot topic.

Banking 126

Banking Advertising Customer Service Training Customer Experience Design 126

Beyond Philosophy

JULY 16, 2020

Chen and the research team would have people experience something or go somewhere, then, after their return, ask them which felt longer, going there or coming back. We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives. Customer loyalty is a function of memory.

Events 194

Events Books Consulting Feedback 194

transcosmos Information Systems

FEBRUARY 20, 2017

Owned by customer service professional, Flavio Martins, the main theme of the WINTHECUSTOMER blog is optimizing the customer experience. The blog lists articles on topics like proactive customer service and how to build a loyal online audience. Smith+Co is a customer experience design consultancy.

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Blog Customer Service E Commerce E-support 98

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. The Consequence of Choice.

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CEM 2004 Books Retail 121

Beyond Philosophy

NOVEMBER 24, 2014

This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

OCTOBER 25, 2018

For proof, I offer the following for customer-centric company you might know, the Walt Disney Company: That’s 95.79 billion reasons Customer-centricity matters. For my second book, Revolutionize Your Customer Experience , we undertook research about customer-centricity. The Journey from Naïve to Natural.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Beyond Philosophy

OCTOBER 14, 2014

Customer Experiences are a catalyst for Customer trust and loyalty. With the introduction of data mining into so many experiences, the issue of data security becomes an important aspect of your Customer Experience design. So be forthright with your Customers about how you will use data.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Bliss

MAY 19, 2016

There are also dozens of examples in my books.) The important aspect of a customer listening path is making sure that you map the feedback you receive to the customer experience. Your brand won’t get that love without experience reliability. It’s everything. Happy CX Week.

Customer Experience 171

Customer Experience Social Media Leadership Books 171

Beyond Philosophy

OCTOBER 18, 2019

Professor Daniel Kahneman came up with the two systems and wrote a book about them called Thinking Fast and Slow. However, in his book, he calls them System 1 and System 2. We renamed them the Intuitive System and the Rational System for our book, The Intuitive Customer. . The two serve as two decision-making systems.

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Airlines Books Travel Consulting 90

Beyond Philosophy

OCTOBER 15, 2020

The key, it seems, is in the clues we leave for customers in our Customer Experience design. In Carbone’s Book, Clued In How to Keep Customers Coming Back Again and Again , Carbone emphasizes the significance of clues and signals for our unconscious mental processes.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

Beyond Philosophy

FEBRUARY 10, 2015

Body language is an important part of these white coat moments, particularly for your Customer Experience. Little things from eye contact to posture can convey signals to the Customer. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Reference 135

Reference Books Blog Leadership 135

Beyond Philosophy

MARCH 25, 2019

Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making. Moreover, and perhaps most importantly, we will address what you can do about customer irrationality in your Customer Experience design. Quite the opposite.

B2B 133

B2B B2C Customer Experience Design Customers 133

Beyond Philosophy

MARCH 4, 2019

From a practical perspective, you can see the effect of your Customer Experience design, the effects of the customer service training you engaged or whatever else you want to measure that relates to how the customer feels. Colin is an international author of six bestselling books and an engaging keynote speaker.

2005 102

2005 Measurement Consulting Technology 102

Beyond Philosophy

OCTOBER 14, 2014

Customer Experiences are a catalyst for Customer trust and loyalty. With the introduction of data mining into so many experiences, the issue of data security becomes an important aspect of your Customer Experience design. So be forthright with your Customers about how you will use data.

CEM 131

CEM Loyalty Blog Books 131

Experience Investigators by 360Connext

JULY 28, 2020

This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies. 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.” Start with your company’s goals.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Beyond Philosophy

MAY 1, 2017

While organizations are starting to accept that customers buy emotionally, 3.2 Many organizations have not defined the particular feeling that they wish to evoke with their customer experience (a huge mistake), 2.8 Imperative 2: Embrace the all-encompassing nature of customers’ irrationality. out of five. out of five.

Customers 133

Customers Webinar Loyalty Customer Experience 133

CX Journey

MARCH 15, 2016

Last year, I wrote about moments of truth , defining them as: that make or break moment in the customer journey, that moment when, if all goes well, the customer will continue the journey and complete the task or interaction; he will do (or continue to do) business with you. In it, he devotes a chapter to moments of truth.

2006 40

2006 Reference Customer Experience Design Books 40

Myra Golden

APRIL 3, 2020

Book Your Virtual Customer Service Workshop Now! Once we agree on your training content, we set a date for live virtual training that includes breakout rooms, online hand-raising, polling questions, and PDF workbooks. Plus, we record the training and hand it over to you to use as you wish.

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Workshop Customer Service Books Customers 59

Michelli Experience

SEPTEMBER 5, 2017

Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. As a customer experience designer, I’ve been blessed to work with many Fortune 500 companies who are rich with talented “design thinkers.”

Customer Experience Design 51

Customer Experience Design Reference Hospitality Article 51

Customer Bliss

JUNE 28, 2016

M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses. I actually have done case studies on Lesley’s Zipcar success in my books ; here’s a summary. About Lesley.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

Michelli Experience

APRIL 20, 2016

While marketers like to call attention to aspects of a brand that they want to cement as PODS in the minds of prospects and customers, experience designers like me and business leaders like you should be thinking about DELIVERING PODS – behaving in ways that are relevant, different and valued by your customers.

Customer Experience Design 53

Customer Experience Design Brands Reference Books 53

Beyond Philosophy

AUGUST 4, 2015

What they discovered in their Customer Experience Improvement journey was that selling was important, but making sure the Customer felt good about the sale was just as important, if not more important. Colin is an international author of four bestselling books and an engaging keynote speaker.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159