eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

2018 419

2018 Books 2019 Customer Experience 419

eglobalis

JANUARY 28, 2025

During the event, attendees had the opportunity to pick from three books. Mindshift by Brian Solis , I had personally brought from Germany for Brian to signmaking this day extra special since I have read almost all his books since Engage. Brian never disappoints Mindshift is an exceptional book and his best work so far.

Books 195

Books Customer Centricity Events 2019 195

BirdEye

MAY 14, 2025

What your satisfied guests say on that page can determine whether someone books with you or moves on to a competitor. Without a steady flow of fresh, detailed reviews, your hotel risks being buried in search resultswhile competitors win clicks, trust, and bookings. Even happy guests wont write a hotel review on Google unless asked.

Hotels 52

Hotels Books Travel Guest Experience 52

eglobalis

OCTOBER 14, 2024

Many of these educators rely heavily on existing resources—such as books, blogs, reports, and familiar frameworks—without pushing the boundaries of the field through hands-on practice. educators have even started publishing books in an effort to position themselves as CX experts. In some cases, particularly in the U.S.,

Customer Experience 479

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 479

eglobalis

NOVEMBER 19, 2024

This tool uses machine learning models and integrated account-level explanation algorithms within the sales CRM to automate the manual process of sales book prioritization. LinkedIn’s Account Prioritizer LinkedIn has developed an intelligent sales account prioritization engine called Account Prioritizer.

B2B 532

B2B Innovation Healthcare Culture 532

BirdEye

APRIL 1, 2025

In 2025, your hotels online reputation acts as a silent front desk by: Shaping how potential guests perceive your brand Influencing their booking decisions setting expectations for the entire guest journey Now what lies at the heart of that reputation? It leads to more impressions, clicks, and ultimately, more hotel bookings.

Hotels 52

Hotels 2025 Books Management 52

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book. She published her first book, Find Your Red Thread: Make Your Big Ideas Irresistible , in 2021.

2024 143

2024 Banking Books Customer Centricity 143

CX Journey

MAY 14, 2025

I unpack this fully in my latest book, Employee Understanding – theres nuance between employee-centric, customer-centric, and people-centric , and all three matter.) After all, what are you in business for? But heres the truth: You cant have a customer-centric culture without an employee-centric one.

Leadership 100

Leadership Customer Centricity Culture Technology 100

ShepHyken

FEBRUARY 12, 2025

One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the Human Experience. The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch.

Customer Service 86

Customer Service Books Workshop Customer Service Training 86

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

InMoment XI

AUGUST 17, 2023

Take the initiative today and book your meeting to start your journey towards improved NPS and a remarkable customer experience. Book your meeting today We look forward to discussing how we can support your growth and success.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

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. Today’s guest post is from my good friend, Chip R.

Magazine 288

Magazine Metrics Customer Centricity Books 288

CX Accelerator

JANUARY 11, 2021

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. If you've not read his book, , Delivering Happiness: A Path to Profits, Passion, and Purpose, I highly recommend you add it to your reading list.”.

Books 266

Books Magazine Return on Investment Culture 266

BlueOcean

OCTOBER 21, 2024

Book an appointment today. From a ruined reputation to a lost lifetime of sales to a never-ending cycle of replacing old customers, the cost is considerable. Are you ready to protect yourself against this expense? We’d love to chat with you about building a better customer experience.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

Customer Bliss

APRIL 23, 2021

Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Adrian Swinscoe, author of the book, Punk CX , and I spoke on my podcast about ways to push your leadership skills. Bell tells us why truth is vital to trust. My friend Chip R.

Customer Experience 273

Customer Experience Books Consulting Sports 273

Experience Investigators by 360Connext

AUGUST 6, 2024

He is also the author of seven books including the acclaimed: It’s Not Who You Know, It’s Who Knows You!, Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With. David’s insights have been featured on thousands of media outlets around the world.

2024 310

2024 Entertainment Books Culture 310

eglobalis

SEPTEMBER 5, 2024

During a conversation with industry leader Sue Nabeth Moore and online insights from Nick Mehta and his books, I’ve come to firmly believe that companies successfully merging these two sets of metrics not only gain deeper clarity into customer behaviors but also unlock new growth opportunities.

Metrics 459

Metrics Customer Success 2024 2023 459

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

JULY 9, 2024

Before GitLab, David built and scaled the Americas Customer Success team at Cisco, managing a $2B book of business that included high/low touch, digital, and partner success. In prior roles at EVault and Cisco, David has also led development teams, cloud operations, and services (professional, managed, and support).

2024 284

2024 Fashion B2C Hotels 284

ShepHyken

DECEMBER 2, 2024

Plus, Edwin shares more insights from his book, Mastering the Customer Experience. He is a serial entrepreneur and is the author of 19 books, including his latest, Mastering the Customer Experience. High-Level Workflow Worksheets: Map current to future workflows to see where you can enhance the customer journey.

Customer Experience 80

Customer Experience Return on Investment Books Customers 80

Alida

MAY 12, 2022

Indigo is Canada’s leading book and lifestyle retailer, offering a curated assortment of books, gifts, baby, kids, wellness, and lifestyle products that support their customers every day and at key life stages by simplifying their journey to live life on purpose.

Feedback 244

Feedback Books Retail Connections 244

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Touchpoint survey best practices. Best Metric: CSAT.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Books 310

Books Hotels Travel Connections 310

InMoment XI

JANUARY 27, 2022

In April 2021 however, New Zealand entered into a quarantine free travel agreement with Australia leading to a surge of flight bookings throughout 2021 and into 2022. So assuming that all my guests follow through on their promise to book a customer-focused airline, then that’s already $60,000 in lost revenue.

Airlines 397

Airlines Customer Experience 2022 2021 397

TechSee

FEBRUARY 10, 2025

Book a live demo and discover how Sophie AI can reshape your AI-driven customer service, reduce operational costs, and unlock new revenue opportunities. They’re strategic tools that let you truly see and help your customers in a personal, scalable way—raising satisfaction, driving growth, and future-proofing your business.

Customer Service 124

Customer Service ROI Average Handle Time Telecommunications 124

InMoment XI

FEBRUARY 25, 2022

In other words, there is much vocal punditry, and even whole books, on this subject, but little substantive proof of connection or cause.

B2C 397

B2C Employee Experience Culture B2B 397

TechSee

APRIL 24, 2025

Book a live demo of Connectivity Guru to see how TechSee can transform your end-to-end customer journey. Connectivity Guru isn’t a point solution—it’s a field-proven platform for every team that touches the customer: from automated self-service flows, to contact center agents, to field techs in the home. But retention?

Average Handle Time 124

Average Handle Time Contact Center ROI Connections 124

InMoment XI

NOVEMBER 5, 2024

Businesses can upload photos, present special offers, and invite users to book reservations from Maps. The free tool allows businesses to manage their profiles and connect with customers directly on Apple Maps. It also encourages user-generated content by letting customers upload photos and provide thumbs up/thumbs down ratings.

2024 195

2024 2026 Connections 2012 195

BirdEye

DECEMBER 28, 2024

Location-specific content can help you meet diners at different stages of their decision-making process and build a relationship even before they need a restaurant booking. Online ordering is a major convenience that can help you boost your revenue even if the diner is not looking to book a table.

Social Media 97

Social Media Books Events Demo 97

CX Journey

MAY 7, 2025

In 2019, she published her first book , Customer Understanding: Three Ways to Put the Customer in Customer Experience (and at the Heart of Your Business) ; its available on Amazon in both paperback and Kindle formats. Target , Barnes & Noble , and thousands of other outlets around the world!

Employee Experience 81

Employee Experience Culture Books Customers 81

Customer Bliss

FEBRUARY 18, 2022

asks my friend Chip Bell , whose latest book is Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Know Your Guardrails. Who are we together and how do we figure out solutions to the problems?” Building a strong foundation for future planning is the start. Move with Purpose.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

ShepHyken

NOVEMBER 12, 2024

I don’t think there’s a company on the planet that can please every customer every time, although that’s a lofty goal and the theme of one of my books, Amaze Every Customer Every Time. That made me wonder about the reasons good companies lose customers. It’s unrealistic to think you could retain 100% of your customers forever.

Return on Investment 101

Return on Investment Financial Workshop Customer Service Training 101

InMoment XI

FEBRUARY 7, 2024

Real-Time Service, Any Time of Day In the past, consumers would book a hotel by working with a travel agent or picking up the phone. Instead, a recent survey from Statista found that 72% of consumers prefer booking travel online. Consumers are using their mobile devices to browse and book hotels. That’s no longer the case.

Hotels 195

Hotels Guest Experience Travel 2023 195