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. Create a positive customer-centric culture amidst the support team. Customer Service Books on Leadership.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

CSM Magazine

JULY 20, 2023

Consider the technological infrastructure required to support remote work, including secure network access and reliable communication tools. Communication protocols are vital for maintaining seamless collaboration in a hybrid work environment. Scheduling is another critical aspect to address.

Culture 40

Culture Communication Document Books 40

TechSee

AUGUST 14, 2023

We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Alida

APRIL 28, 2016

The saga between the Silicon Valley writer and the marketing automation software company dominated tech publications this month as Lyons’ new book, Disrupted: My Misadventure in the Start-up Bubble , was released. And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.”

Culture 133

Culture Engagement Books 2013 133

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. As a brand, Amazon strives to give an experience that is a solid example of customer-obsessed culture from the top down. What is that shift?

Competitive Advantage 60

Competitive Advantage Feedback Net Promoter Score NPS 60

COPC

MARCH 11, 2024

Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts? What are the types and frequency of communications during this period? Performance Culture Are new hires aware of how their role aligns with the overall strategy? See Figure 2.

Call Center 97

Call Center Contact Center Culture Engagement 97

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. Get Feedback: There is only one way to know for sure that you’re delivering on your company’s personality experience. What are the adjectives that customers use to describe you?

Workshop 152

Workshop Advertising Customer Service Training Books 152

Horizon CX

MAY 7, 2021

Reach out to the survey respondents and thank them for participating in the survey program and providing valuable feedback. The first step of the process, Acknowledge , needs to occur within 24-48 hours from when the respondent submitted the feedback. THE VALUE OF A CLOSED-LOOP CULTURE. Acknowledge. Appreciate.

Culture 52

Culture Net Promoter Score Hotels Feedback 52

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

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. Feedback from customers and opinions of management can all be skewed due to a limited perspective.

Culture 86

Culture Blog Workshop Communication 86

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. For a long time, this was considered cutting-edge CX technology and a valuable means of soliciting feedback.

Touchpoint 324

Touchpoint Customer Experience Design Reference Brands 324

ShepHyken

NOVEMBER 16, 2021

Courageous Culture. award-winning authors of five books including, ?Courageous Courageous Cultures: How to Build Teams of Micro-Innovators,? Courageous Cultures: How to Build Teams of Micro-Innovators,?Problem They discuss how leaders can build a culture of sharing ideas, solving problems, and rewarding contributions.

Culture 73

Culture Innovation Leadership Books 73

CSM Magazine

JANUARY 26, 2024

Introduced by Carlzon in his book, the term moments of truth refers to any instance when customers come into contact with any aspect of a business, however remote, and form an impression about its quality and service. Foster a Supportive Environment : Encourage an organizational culture that supports risk-taking and problem-solving.

Touchpoint 52

Touchpoint Magazine Airlines Social Media 52

SurveySparrow

AUGUST 14, 2023

Picture this scenario: A patient walks into a healthcare facility, not merely seeking medical attention but yearning for empathy, efficient communication, and a seamless experience from start to finish. Effective Communication: Communication is crucial in healthcare.

Healthcare 52

Healthcare Customer Experience Books Feedback 52

Customer Bliss

NOVEMBER 29, 2018

She looked at all of the customer touchpoints and pain points, collected data from call centers to gather complaints and feedback, and reviewed communications previously sent to members. Antoinette focused on creating a culture shift to that of person-centeredness. Thanks so much to Customervillle ! Enjoy the show!

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Experience Investigators by 360Connext

AUGUST 9, 2022

Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. Customer experience is seen as the act of collecting customer feedback and reporting it internally. Collecting customer feedback is a piece of the puzzle. Author Steven R.

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

CX Journey

SEPTEMBER 12, 2018

Image courtesy of Pixabay What is a Culture Committee? Another team that's important to your transformation is a Culture Committee. Another team that's important to your transformation is a Culture Committee. Similarly, culture cannot be assigned to - or be driven by - HR. But culture doesn't just happen, either.

Culture 34

Culture Events Government Communication 34

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Unite leadership in customer-asset growth definition and communication.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? She specifically references lessons learned from my book, I Love You More Than My Dog , that you should connect your personal self with your business self. This was a major improvement within their culture. Tactic 5: Assess your Employee ROI.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ShepHyken

MARCH 12, 2019

Core Values and Company Culture. Culture, Commitment, and Taking Care of Customers. They discuss how having a company-wide culture can lead to better customer service and success for your business. In Shep’s Opening Monologue… He talks about what you should do with customer feedback once you get it.

Culture 91

Culture Books Feedback Connections 91

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

Daniel Group

NOVEMBER 30, 2022

His latest book, Winning on Purpose, outlines the Earned Growth Rate metric, a simple metric that allows you to track the revenue you earn from excellent customer experience. His new book is well worth reading. Create a consistent feedback cadence to Executive Leadership. internal communications, and social media and PR.

2022 98

2022 NPS Net Promoter Score Presentation 98

Experience Investigators by 360Connext

JULY 28, 2020

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.” Then they need to communicate it throughout the company. It was a well-communicated, aspirational goal. How is success measured?

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". And their feedback should always be available in real-time.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

Experience Investigators by 360Connext

MARCH 31, 2020

Then ask your teams to communicate what’s working and what’s not. Communication, but within limits. Overscheduling communication can lead to extra stress and a lack of time to decompress. Overscheduling communication can lead to extra stress and a lack of time to decompress. Click To Tweet. Click To Tweet.

Customer Experience 162

Customer Experience Communication Definition Customers 162

inQuba

APRIL 4, 2023

Leadership Transformation requires a strategic approach that prioritizes cultural (one that values innovation and experimentation) and organizational changes, talent acquisition and development, and investment – and these all require strong leadership. This ensures goal achievement and drives long-term value for the business.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journey 52

inQuba

APRIL 4, 2023

Leadership Transformation requires a strategic approach that prioritizes cultural (one that values innovation and experimentation) and organizational changes, talent acquisition and development, and investment – and these all require strong leadership. This ensures goal achievement and drives long-term value for the business.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journey 52

ReviewTrackers

JULY 15, 2020

With the invention of the Internet, a new communication form emerged as the computer became a medium for exchanging information. Access to the Internet is possible on smartphones today, and smartphones are one of the causes of the explosion of online consumer culture in the Western world. So the story compares humans to Mice.

Technology 114

Technology Customer Experience E Commerce Social Media 114

Natalie Petouhof

AUGUST 15, 2022

However, a new book from Tony Bates, @Genesys CEO and Chairman, and Dr. Natalie Petouhoff, Empathy In Action, provides a guidepost on how empathy impacts both the customer and employee experience. The book cites levels of commitment an organization has put forth for customer experience from levels 1 through 5. OODA and Quality.

Employee Experience 52

Employee Experience Contact Center Books Culture 52

Customer Bliss

OCTOBER 4, 2018

Be proactive and get feedback. At the same time, she talks to passengers and employees to get feedback. In addition to listening to stakeholder and peer feedback, Karen created rigor around the voice of the customer. In my book, “ Would You Do That To Your Mother ?”, Thanks so much to Customervillle ! Enjoy the show!

Airlines 176

Airlines Customer Experience Chief Customer Officer Reference 176

Stella Connect

NOVEMBER 16, 2021

In this book, she outlines the importance of customer understanding to developing a customer-centric culture. Recognition needs to be baked into your culture. Well, culture is defined as values + behaviors, so recognizing employees based on living the core values is the first step in that direction. How do you do that?

2021 100

2021 Definition Culture Employee Experience 100

Help Scout

JUNE 30, 2021

Improvements required in communication, policies, and processes to work well for geo-remote staff also benefit people closer to the core. Broader understanding of different cultures developed by working with people immersed in those cultures. Work hard on asynchronous communication. but not elsewhere and vice versa.

Culture 134

Culture Presentation Competitive Advantage Communication 134

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. Creating a culture where agents come first. Providing feedback to drive business success.

Connections 64

Connections Engagement Contact Center Culture 64

Beyond Philosophy

JANUARY 5, 2023

I had noticed that the call center culture had a lot of constraints, and my team was comfortable hanging out with them—like the rabbits were in the hutch. Communicate. For example, defensiveness, refusing feedback, and continuing to remind people of the power of your position are not going to make you a good leader. Be humble.

Leadership 78

Leadership Call Center Loyalty Books 78

CSM Magazine

MARCH 3, 2023

James Clear, in his phenomenal book Atomic Habits, writes, “Success is the product of daily habits–not once-in-a-lifetime transformations.” Clear and Concise Communication One of the best habits to cultivate is making every word you communicate as clear as possible. How could you foster open communication?

Customer Service 52

Customer Service Management Customer Service Representative Feedback 52

Thematic

APRIL 3, 2024

By using their feedback to improve customer experience for all. Smoother customer experiences, better products, bigger cart sizes—it all starts with understanding your customers by using their feedback. It's about building a customer-centric culture where their voices shape the future of your business.

Social Media 62

Social Media Feedback NPS Insights 62

Customer Bliss

APRIL 24, 2018

We discuss how she created a path for her global role leading customer experience across all of Microsoft, and how she has engaged with the organization to translate CEO Satya Nadella’s mantra of “customer obsession” into its operating model, engineering and culture. Took the time to understand cultural differences.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129