Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Customer intelligence’s impact is significant—and measurable.

ROI 269

ROI Measurement Brands Net Promoter Score 269

Experience Investigators by 360Connext

NOVEMBER 5, 2014

That’s why I was so intrigued when I read an article in the Chicago Tribune about how some organizations are encouraging employees to read everything from business books to novels to help promote understanding, empathy and career development. Maybe instead of books you recommend articles or blogs to discuss. Must-Read Classics.

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Books Customer Experience Net Promoter Score Culture 273

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Set S.M.A.R.T.

Books 52

Books Customer Success Webinar Communication 52

Beyond Philosophy

DECEMBER 11, 2020

I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. Sure, but….what

Measurement 174

Measurement Management Net Promoter Score 2002 174

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.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.

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Guest Experience Hospitality Hotels Travel 260

Beyond Philosophy

AUGUST 9, 2019

Are You Using the Right Measures? Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. In this episode of The Intuitive Customer, we discuss the importance of measuring Customer Experience correctly. This survey is an example of why VOC data measurement is flawed.

Measurement 104

Measurement Airlines Voice of Customer Books 104

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Customer Service Books on Leadership. Books on Team Building and Leading. So, let’s get started!

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. The answer to why will have much to do with how you measure your results. .

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Measurement Net Promoter Score NPS Metrics 125

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC? So What is VoC?

Measurement 210

Measurement CEM Telecommunications 2001 210

Help Scout

SEPTEMBER 27, 2021

I knew I had plenty of learning to do, so I read a bunch of customer service and business books. The first book that made a real impact on my thinking about customer service was 2010’s “ Exceptional Service, Exceptional Profit ,” by Micah Solomon and Leonardo Inghilleri. But I’m not trying to sell you a particular book here.

Books 73

Books Customer Service 2010 Fashion 73

Lumoa

OCTOBER 14, 2021

Book a time with one of our sales experts here! Do you want them to book an appointment successfully? And then you can after that, start measuring. Measure, if customers like that full experience, if they could do it successfully. The post Measuring Digital Experiences with Lumoa and Giosg appeared first on Lumoa.

Measurement 83

Measurement Books Feedback Customer Journey 83

Integrity Solutions

MAY 6, 2022

And for those in the sales profession, sales books are one easily accessible way to engage in continual learning, even when you’re on the road. To help you narrow it down, we have compiled a selection of some of the best sales books (in our opinion) to read this summer, starting with two from Integrity Solutions.

Books 55

Books Sales Competitive Advantage B2B 55

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. But with a huge range of books now available, and a limited amount of time, how can you ensure you are reading the most important titles for your business and career? Read any of these books?

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Books Customer Journey Customer Journey Mapping Loyalty 93

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. In this episode, we discuss The 5 Rules for Measuring and Managing Customer Emotions, which are: Be specific. However, it doesn’t have to be. How can we help?

Measurement 78

Measurement Management Insurance Consulting 78

Zeisler Consulting

OCTOBER 15, 2020

You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. Lag measures are just another term for KPIs or output measures.

Measurement 72

Measurement Definition Metrics Contact Center 72

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. Fail to measure correctly, and you will have a tougher road to success—or miss the road altogether. Not so fast. Five, in fact.

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Measurement Consulting Metrics Webinar 121

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX. How does one measure a concept?

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Measurement Loyalty Metrics Consulting 132

West Monroe

JUNE 30, 2022

That’s what Doug Laney covers in his new book, Data Juice: 101 Real-World Stories of Organizations Squeezing Value from Their (and Others’) Data Assets. We talked with Doug about his new book—what prompted him to write it, what he can learn, and why more than 70 business leaders have endorsed it.

Books 52

Books Innovation Workshop Social Media 52

Answer Dash

DECEMBER 7, 2019

Let’s explore what customer experience means, and how to measure your key customer experience metrics. Let’s imagine that you’re booking a room at a hotel. Customer Experience Metrics to Measure The good thing is, companies recognize the importance of customer experience — 80% of them believe they deliver “super experiences.”

Metrics 79

Metrics Measurement Customer Experience Net Promoter Score 79

SurveySparrow

NOVEMBER 26, 2019

“Many, if not most organizations around the world are measuring the customer experience badly!”. “The most robust way to measure CX would see an organization capturing, listening to and acting on three VOICES or measurement. Most organizations are measuring some form of VOC. Hardly any are measuring VOP.

Measurement 81

Measurement Books Feedback Touchpoint 81

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. I spend a lot of time thinking about measurement tools.

Measurement 122

Measurement Presentation Fashion Consulting 122

Beyond Philosophy

APRIL 20, 2016

When I wrote my book, The DNA of Customer Experience: How emotions drive value (Palgrave Macmillan, 2007) , we worked with the London Business School and the Chair of Consumer Psychology in England to determine what emotions drive value for an organization. This is the topic of my new book, The Intuitive Customer (Palgrave Macmillan, 2016 ).

Measurement 113

Measurement NPS Net Promoter Score 2007 113

Experience Investigators by 360Connext

NOVEMBER 14, 2023

Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. But we aren’t just listing books here. Ready for some compelling reads that will amp up your customer experience game?

Chief Customer Officer 143

Chief Customer Officer Books Measurement Insights 143

ijgolding

NOVEMBER 23, 2018

Perhaps more than anything else, the way they tend to measure CX is failing to provide a truly accurate representation of the truth. When you consider that I am also of the opinion that measurement is perhaps the most important competency of all when it comes to the subject of CX, this is very concerning. My book, ‘Customer What? –

Measurement 83

Measurement Banking Books Financial 83

Magellan Solutions

MARCH 16, 2021

Some of the metrics that measure the quality of inbound contact center calls. The FCR is measured by dividing the number of cases resolved in a single call to the total number of issues resolved. The FCR is measured by dividing the number of cases resolved in a single call to the total number of issues resolved. Cancellations.

Metrics 52

Metrics Measurement Contact Center Call Center 52

ijgolding

SEPTEMBER 21, 2015

The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy. ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. I can safely reveal the following though.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

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. How do you measure a feeling? Measurements are important.

Magazine 288

Magazine Metrics Customer Centricity Books 288

Eptica

MARCH 27, 2019

Date: Wednesday, March 27, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Three books that highlight the importance of the Voice of the Customer. Author: Taoufik Massoussi - Product Manager & Head of AI In a previous post, Olivier Njamfa reviewed his five favorite books on the subject of trust and the customer journey.

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Books Net Promoter Score 2019 Loyalty 66

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. It’s right out of my book I’ll Be Back: How to Get Customers To Come Back Again and Again. However, you have an important role in the result.

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Metrics Customer Service Workshop Measurement 154

ShepHyken

JANUARY 16, 2024

That’s the most accurate way to measure the difference. Leaders should “mystery shop” their companies themselves. I addressed spending time on the front line in my first book, Moments of Magic when I covered the All Aboard program in which executives spent one day each quarter with a salesperson visiting customers.

Customer Service 144

Customer Service Books Workshop Customer Service Training 144

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?

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Books Leadership 2019 2012 60

COPC

NOVEMBER 13, 2018

In this edition of Book Notes, COPC Inc.’s s marketing director, Jim Von Seggern, provides an overview of Jay Baer’s book, Hug Your Haters. The book is, in part, built around consumer research produced in partnership between the author, Jay Baer, and research group Edison Research. ignoring them is. Why Hug Your Haters?

Books 45

Books E-support Social Media Customer Satisfaction 45

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.

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Books Blog Management Leadership 80

BlueOcean

FEBRUARY 22, 2024

Understanding Your Success Measures One of the most telling green flags in the RFP process is a potential partner’s genuine focus on understanding your success measures. If they can demonstrate that you’ll have access to senior leadership throughout the life of the contract, well, that’s a bright green flag in our books.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Hello Customer

APRIL 16, 2020

You can simply ask your customers and measure convenience using the CES metric. Make things easy and measure it. CES stands for Customer Effort Score and measures how easy or difficult it is for the customer to interact with your company. Using a metric to measure convenience has multiple benefits. e-book right here.

Measurement 72

Measurement Effort Score NPS Metrics 72

InMoment XI

SEPTEMBER 29, 2017

You can download the entire book here. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not. View Article.

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Measurement Download Books Article 200