ShepHyken

AUGUST 2, 2021

Three Surprising Facts About Customer Experience by Brad Cleveland. The author shares their favorite measurement tools and why they may help you measure more than just customer satisfaction. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. I love that one!)

Article 91

Article 2021 Customer Service Hospitality 91

ShepHyken

JANUARY 21, 2024

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I have added my comments about each article and would like to hear what you think too. Chatbots, generative AI, data privacy, and more are covered in this excellent article. Connect with Shep on LinkedIn.

2024 59

2024 Article Customer Service Workshop 59

Brad Cleveland Blog

NOVEMBER 18, 2022

Dr. Deming was one of the world’s preeminent quality gurus, and author of the bellwether book, Out of the Crisis. appeared first on Brad Cleveland. I once had a chance to meet and talk with the late W. Edwards Deming. This was years ago, and … Continue reading → The post Who are your innovators?

Innovation 26

Innovation Books Contact Center Call Center 26

Brad Cleveland Blog

APRIL 28, 2022

Matt Dixon, advisor and co-author of The Effortless Experience, and Tim Donchez, Continuous Improvement Director at … The post From Contact Center to “Insight Center” first appeared on Brad Cleveland.

Contact Center 26

Contact Center Insights Connections Marketing 26

Method:CRM

OCTOBER 29, 2018

Brad Celmainis. Brad Celmainis is a high-energy finance professional with a history of making things happen. He is a QuickBooks Online Platinum ProAdvisor, an Intuit Certified Desktop ProAdvisor, and the founder of Brad Celmainis Accounting Solutions. Click here to join the Facebook Event! Featured Guests.

Connections 40

Connections 2014 2018 Consulting 40

Brad Cleveland Blog

NOVEMBER 6, 2019

In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler reminded me of advice that my mother used to give me, especially when facing awkward … Continue reading → The post When Building Your Brand, Be Yourself appeared first on Brad Cleveland.

Brands 26

Brands Contact Center Call Center Customer Relationships 26

CSM Magazine

JUNE 23, 2016

According to Brad Cleveland, Co-Founder and Senior Adviser of the International Customer Management Institute (ICMI), a recent Gallup poll found that when both customers and employees are engaged, companies see a 240 percent increase in performance-related outcomes, which goes to show that a customer service culture “really matters”.

Culture 65

Culture Customer Service Insurance Call Center 65

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot.

Measurement 65

Measurement 2008 Customer Experience Banking 65

COPC

MARCH 23, 2020

Brad Shaw, the Managing Director and CEO of Livepro (an Australian based provider of knowledge management tools) states, “Work-At-Home agents must have access to a knowledge management system which makes it easy to provide feedback on the knowledge they need and the format they need it presented in.

Consulting 52

Consulting Government Technology Telecommunications 52

Beyond Philosophy

MAY 24, 2016

My friends at Keller Fay Group (Ed Keller and Brad Fay) have conducted research which once again demonstrates that everyday people, i.e. consumers, customers, suppliers and employees, can have a significant on the product and service vendor decisions individuals make in the marketplace.

Brands 94

Brands Social Media B2B Government 94

TechSee

JANUARY 25, 2023

Bob is also an author: see his site [link] feinerbook.com. link] [link] Brad Haeberle Senior Vice President Services Brad Haeberle is Vice President of the Solutions, Services and Energy Businesses for Siemens Smart Infrastructure , Regional Solutions & Services, Americas.

2023 41

2023 Management Automotive Leadership 41

Brad Cleveland Blog

NOVEMBER 3, 2015

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. Download … Continue reading → The post New ebook (free), ICMI’s Guide to Contact Center Metrics appeared first on Brad Cleveland.

Contact Center 26

Contact Center Metrics Download Customer Satisfaction 26

Alida

DECEMBER 22, 2016

Brad Jakeman, the company’s president for its global beverage group, revealed at Cannes 2016 that the brand’s content studio is starting to become a revenue generator as other companies approach it for content. How companies can discover real value in small data [webinar with author Martin Lindstrom].

2017 0

2017 E Commerce 2016 Social Media 0

Chattermill

MAY 12, 2019

The Everything Store by Brad Stone. Brad Stone’s The Everything Store is an exciting account of Jeff Bezos’ rise to dominance, from humble book-selling beginnings to the focus on customers over competitors, the introduction of Prime, the Kindle and more. Bestselling author Jeanne Bliss’ Chief Customer 2.0 by Jeanne Bliss.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

CSM Magazine

AUGUST 22, 2019

Brad Maglinger, Vice President, Digital, Marriott International. About the Author. SVP, Global Loyalty & Partnerships, Wydham Hotels & Resorts. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. VP, Marketplace Operations, Nike. Director, Customer Obsession, Uber. Email: jasmine@incite-group.com.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Natalie Petouhof

NOVEMBER 10, 2016

Brad Rencher, executive vice president and general manager, digital marketing, Adobe gave this statement, “Whether it’s episodic TV, indie films or Hollywood blockbusters, video consumption is exploding across every device and brands are following those eyeballs.” Why is video advertising so important?

Advertising 40

Advertising 2015 2016 Innovation 40

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Annette Franz – Customer Experience Consultant, Keynote Speaker, Author .

2020 132

2020 Customer Experience Magazine Consulting 132

Qualtrics

FEBRUARY 20, 2020

Thursday will see Ryan Smith return to the mainstage, alongside talkshow legend Ellen Degeneres and renowned researcher and author of no fewer than 5 New York Times bestsellers, Brené Brown. Brad Olson, SVP Member Experience, Peloton. And that’s just day 1! Take your XM program to a new level with world-class thought leadership.

2020 32

2020 Government Employee Experience Leadership 32

Help.com

OCTOBER 13, 2014

A strong culture shares not only values, (the focus of this article), but distinctive customs and language as well [hat tip to Brad Black for this formulation].

Culture 40

Culture Customer Focused Competitive Advantage Hotels 40

SmartKarrot

FEBRUARY 16, 2022

Brad Feld is an active investor in the leading technology and software space. He has co-authored a book with his co-founder Dharmesh Shah on inbound marketing. He co-authored Bessemer’s iconic cloud computing and state of cloud report. He is the founder of Akimbo and author of The Practice. Byron Deeter. Seth Godin.

2022 10

2022 Social Media B2B Sales 10

ShepHyken

JULY 15, 2019

Great Expectations: What Businesses Need To Know About Customer Service in the On-Demand Economy by Brad Birnbaum. This author shared four levels of CX, and your organization falls into one of them. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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Article 2019 Customer Service B2B 106

Kustomer

AUGUST 12, 2020

Download CCW’s latest report here , filled with insights from Kustomer CEO Brad Birnbaum and NYT bestselling author Shep Hyken. Want to learn more strategies to deliver standout customer service through a 360-degree customer view?

Contact Center 52

Contact Center Omnichannel Customer Relationship Management Webinar 52

Qualtrics

NOVEMBER 21, 2019

Brad Olson, Peloton // SVP of Member Experience. Our members always come first,” says Brad. Brad is speaking at X4 2020 – register now. Joe Pine, Co-author of The Experience Economy. She’s also the author of several books, including her most recent work, Making Young Voters Converting Civic Attitudes in the Civic Action.

2020 22

2020 Retail Entertainment Leadership 22

Grade.us

MAY 2, 2019

Brad Wilke of Smarthouse Creative. Brad Wilke, Co-Founder and owner of Smarthouse Creative. About the Author Carmen Rane Hudson I’m a freelance writer and content creator who specializes in helping digital marketing agencies, SEO consultants, and local SEO gurus make their clients very happy. Reputation matters," says J.

Marketing 51

Marketing ROI 2018 Consulting 51

ShepHyken

FEBRUARY 3, 2020

6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. This author has her take on what it means, and it’s worth considering. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Here are my top five picks from last week. It’s changed since then.

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Article 2020 Customer Service Entertainment 116

ReviewTrackers

AUGUST 6, 2020

I took analytics courses from Avinash Kaushik, conversion optimization from Brian Eisenberg, and PPC from Brad Geddes. What makes this program really special and useful is that the courses are taught by some of the most prominent experts in the world of online marketing. These are just three of the experts they have teaching the courses.

Marketing 114

Marketing Social Media Advertising Workshop 114

C Space

JULY 24, 2020

“If it’s an 8-1 game, the crowd can be thinned out,” said Brad Zager, executive producer and executive vice-president for Fox Sports. Lime, which operates in 120 markets around the world, has previously struggled to win over French city authorities such as Bordeaux and Marseille.

2020 52

2020 Brands Sports Advertising 52

Qualtrics

FEBRUARY 17, 2020

Thursday will see Ryan Smith return to the mainstage, alongside talkshow legend Ellen Degeneres and renowned researcher and author of no fewer than 5 New York Times bestsellers, Brené Brown. Brad Olson, SVP Member Experience, Peloton. And that’s just day 1! Take your XM program to a new level with world-class thought leadership.

2020 34

2020 Government Leadership Events 34

Grade.us

JULY 10, 2018

Link: Local SEO by Brad Batesole. Quickly assess a URL's domain authority, rank and trust. About the Author Andrew McDermott Andrew McDermott is the co-founder of HooktoWin and the co-author of Hook: Why Websites Fail to Make Money. It gives you (a.) a beginner to advanced understanding of local marketing (b.)

Marketing 28

Marketing Books 2003 Information 28

Grade.us

MARCH 18, 2019

What it might look like: Hey Carol, I'm disappointed to hear Brad didn't show up on time when he came to fix your plumbing issue. I've also taken the opportunity to speak to Brad about this incident and have been assured it will not happen again. This isn't normally how we do business! Owner Name ]. What a pain!

Hospitality 37

Hospitality Hotels Books Fashion 37

Qualtrics

FEBRUARY 17, 2020

Thursday will see Ryan Smith return to the mainstage, alongside talkshow legend Ellen Degeneres and renowned researcher and author of no fewer than 5 New York Times bestsellers, Brené Brown. Brad Olson, SVP Member Experience, Peloton. And that’s just day 1! Take your CX program to a new level with world-class thought leadership.

2020 29

2020 Customer Experience B2B Leadership 29

ShepHyken

AUGUST 22, 2022

He became a great warrior who looked like Brad Pitt and survived many battles. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. It left the heel she held him by entirely defenseless. The cool story became our best characterization of vulnerability.

2022 13

2022 Article Customer Service Hospitality 13

ShepHyken

OCTOBER 22, 2018

Pizza store employee makes 225-mile delivery to man on hospice by Brad Devereaux. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Article 22

Article 2018 Customer Service Consulting 22

Grade.us

MAY 16, 2019

Brad Wilke of Smarthouse Creative. Brad Wilke of Smarthouse Creative. About the Author Carmen Rane Hudson I’m a freelance writer and content creator who specializes in helping digital marketing agencies, SEO consultants, and local SEO gurus make their clients very happy. Just ask J.

Marketing 29

Marketing Social Media Return on Investment Insights 29

Kayako

FEBRUARY 25, 2016

By Brad Feld ( @bfeld ) and Jason Mendelson ( @jasonmendelson ). Brad and Jason are out to fix that problem with Venture Deals. Bonus: Brad Feld recently published a list of his own startup founder must-reads. Bonus: Watch a 40 minute talk by Lencioni covering the big themes of the book. Built to Last and Good to Great.

Books 36

Books Culture 2009 Management 36