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. Improve your operator’s ability to communicate well with your customers. So, let’s get started!

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. And as digital communications channels continue to supplant traditional ones, even the most basic of interactions will soon depend at least partially on digital technologies.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections 2008 Loyalty Events 80

InMoment XI

SEPTEMBER 20, 2023

This involves identifying what products customers are buying, their interests, preferred communication channels, and the right timing for engagement. NPSx by Bain & Company states that connected customer experiences, powered by AI, are the future of CX.

Net Promoter Score 260

Net Promoter Score Retail NPS Government 260

Stella Connect

SEPTEMBER 20, 2021

In this book, she outlines the importance of customer understanding to developing a customer-centric culture. Those conditions include: Clearly communicating the mission, vision, purpose, and values of the organization. The connection between engagement and performance is real. Know your part. Do your part.

Connections 64

Connections Engagement Contact Center Culture 64

One Millimeter Mindset

FEBRUARY 11, 2020

Story connection strategy is a compelling way to engage colleagues. Develop a story connection strategy to engage and connect employees and clients to the stories you tell. I leverage design-driven storytelling to translate across communication disconnects between people and professional disciplines to build Trust.

Connections 66

Connections Engagement Workshop Presentation 66

One Millimeter Mindset

JANUARY 17, 2019

Communication disconnects, above all, have negative impacts on customer retention rates. As a result, customers become disengaged because of these often unintentional communication barriers. As a result, customers become disengaged because of these often unintentional communication barriers. Let alone with them.

Customer Retention 69

Customer Retention Communication Workshop Customers 69

ShepHyken

MAY 5, 2024

In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand. However, this article says that 66% prefer to communicate with a business via social media messaging. My Comment: My very favorite business book is The Experience Economy by Joe Pine and Jim Gilmore.

2024 73

2024 Article Customer Service Social Media 73

ShepHyken

MAY 5, 2024

In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand. However, this article says that 66% prefer to communicate with a business via social media messaging. My Comment: My very favorite business book is The Experience Economy by Joe Pine and Jim Gilmore.

2024 65

2024 Article Customer Service Social Media 65

ShepHyken

MARCH 12, 2024

It could be military equipment or comic books. Communicate Your Company’s Personality: Once you know it, don’t keep it a secret. Connect with Shep on LinkedIn. Every company has a personality, and these personalities run the gamut from serious to whimsical. What are the adjectives that customers use to describe you?

Workshop 152

Workshop Advertising Customer Service Training Books 152

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Gainsight

NOVEMBER 20, 2019

To truly excel in product management, you need to have a respect for design, an understanding of countless processes, a passion for problem-solving, excellent communication skills—the list goes on and on. So treat yourself to a book every quarter. Set a weekly time slot on your calendar to interact with your Slack community friends.

Books 80

Books Blog Management Leadership 80

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Ecrion

FEBRUARY 13, 2020

Customer engagement can also be described as the emotional connection a business has with a customer. It’s important to connect with this generation and make sure they feel like they are making a lasting impact through their purchases. This will increase the connections you hold with your clients.

Customer Engagement 74

Customer Engagement Connections Engagement Customer Journey Mapping 74

ShepHyken

DECEMBER 1, 2017

Yet, in a world where we appear to be more connected than ever we are starved for human connection. Customer communication isn’t rocket science, but it does take some effort to get it right. Ensuring your customers have a person to connect with on the other line shows how much you value them. Yes – bots are easy.

Communication 80

Communication Blog Social Media Connections 80

Beyond Philosophy

MAY 16, 2024

In my last book, The Intuitive Customer, my coauthor and I asserted that customer loyalty is a function of memory. They connect with other memories in a larger structure. A helpful structure to picture these connected memories is a fishing net. However, you will also see the connected knots rising closer to the surface.

Hotels 78

Hotels Connections Books Loyalty 78

Oracle

APRIL 22, 2020

” Here are 5 ways to remain connected to your customers and retain their loyalty. ” Communicate frequently. One of the most critical ways employers can go above and beyond in terms of caring for both customers and their employees is to communicate effectively and often. Offer a helping hand. Get creative.

Connections 91

Connections Government Hospitality Healthcare 91

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. Make sure your definition of Customer Experience (and related terms) are clearly communicated and agreed upon. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. Well, there you have it.

Books 166

Books Social Media Customer Service Training Reference 166

Experience Investigators by 360Connext

MAY 27, 2015

And then I read Ann Handley’s book Everybody Writes and realized she was on to this idea, too. Her book has become a valuable resource for me and lives within arm’s reach when I’m writing. At each milestone in the customer journey, communication should be relevant, personalized AND relate back to the overall mission.

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. The output from the meeting was a "team charter" that outlined how they would communicate with each other.

Culture 244

Culture 2019 Contact Center Leadership 244

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

BirdEye

NOVEMBER 6, 2023

In some ways, connecting with customers has never been easier. There are so many communication channels and tools you can use to streamline customer interaction. But ironically, connecting with customers has also never been more challenging. It's also advantageous for international communication without extra costs.

Social Media 108

Social Media Omnichannel Communication Connections 108

Comm100

NOVEMBER 15, 2022

Firstly, the majority of consumers now want to connect with brands digitally. Consumers want the choice to connect on a range of channels, and for the support on these channels to be fast, 24/7, and connected. Book a call today with Comm100 today to explore partnership options and we’ll sweeten the deal with a free gift box.

Omnichannel 86

Omnichannel Social Media Books Communication 86

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. It connects the customer with agents who can handle their queries (or connect them with someone who can). Let’s explore what forms that technology can take.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

ShepHyken

MAY 13, 2024

Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.”

Article 73

Article 2024 Customer Service Loyalty Programs 73

SurveySparrow

SEPTEMBER 8, 2020

Do you know that 20% of workers struggle with communication and collaboration while working remotely? Effective communication is an essential element in every company. But, remote communication is the most challenging thing you’ll ever do while working remotely. Remote Work Communication Issues You Might face.

Communication 59

Communication Culture Connections Technology 59

C3Centricity

JANUARY 2, 2024

Here at C3Centricity, we publish books ( Winning Customer Centricity ), articles and training on customer centricity, because we’re passionate about helping companies to successfully adopt a customer-first strategy. So it is vital that you learn how to develop them and then how to action them in your communications and innovation.

Customer Centricity 90

Customer Centricity 2023 2011 Insights 90

Qualtrics

FEBRUARY 20, 2019

Over the last 50 years, branding has evolved from the ability to differentiate products, to giving companies personalities, to making emotional connections with consumers. Compelling brand messaging is vital to business success and the best marketers are able to clearly communicate their brand’s story. Purchase on Amazon here.

Books 46

Books Brands Marketing Competitive Advantage 46

Beyond Philosophy

MAY 11, 2023

Companies can engage with customers via social media, email websites, community forums, and other spaces where they’ve communicated or consumed content or consuming content.” ” Qualtrics has one that was interesting , which was: “Customer engagement is the emotional connection between a customer and a brand.

Customer Engagement 157

Customer Engagement Engagement Social Media Definition 157

Centercode

AUGUST 27, 2019

In particular, she focuses on the lost art of communication and its importance to surviving tectonic shifts in software development and testing. In the unfortunate trend of the past decade, the increasing emphasis on programming languages and skills has turned human-to-human communication into a lost art.

Communication 49

Communication Management Technology Insights 49

BirdEye

SEPTEMBER 26, 2023

Artificial intelligence can help businesses: Find patient’s medical and billing history when they book an appointment Manage all insurance and payment data within a single file to avoid refilling forms Analyze intake forms to understand the ideal customer profile for the business.

Healthcare 109

Healthcare 2023 Hospitality Social Media 109

ShepHyken

JULY 4, 2023

I liken this to my school days when the teacher said we could bring our books and notes to the final exam. They communicate the information in a way their customers understand and can relate to. Connect with Shep on LinkedIn. Even though it gave me the correct answer, I still had to know what to do with it.

Workshop 130

Workshop Customer Service Training Books Customer Service 130

Enalyzer

JUNE 4, 2020

Recurring and continuous surveys are great tools that will help you stay connected with the reality of your business and assess the development of the KPIs you’re observing. Recurring surveys are a great way of keeping your workforce connected and guide them through this crisis. Step 8: Take action and communicate.

Connections 66

Connections Measurement Feedback Communication 66

COPC

MAY 16, 2019

Recently, I’ve found myself booking a lot of flights with United Airlines. Although dealing with sudden travel changes can be daunting, United Airlines has done an amazing job of keeping me and other customers informed through a variety of communication channels, including SMS text, email and messages through the United Airlines app.

Airlines 40

Airlines Connections Travel Hospitality 40

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

Service Untitled

APRIL 10, 2013

Gallagher, a practicing psychotherapist and the author of many customer service books who has trained over 20,000 people on how to handle the most daunting situations with customers while improving their confidence and an organization’s customer relations. The Customer Service Survival Kit was written by Richard S.

Books 81

Books Customer Service Social Media Customer Service Representative 81