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

Gainsight

MARCH 8, 2023

Once, finance leaders had a simple mandate: Keep the books up to date, make sure the numbers add up, and track where the money flows. Today, financial leadership is transforming once again. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.” Look in the mirror. And the whole team is better for it.

Leadership 52

Leadership Financial Workshop Books 52

ShepHyken

MARCH 19, 2021

This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Despite this, only a fraction of those women make it into leadership positions — 48%, to be exact.

Leadership 88

Leadership 2021 Webinar Customer Service 88

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Giving permission and behaviors to model.

Leadership 165

Leadership Chief Customer Officer Culture Metrics 165

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. Where followers fit in good leadership. How trust is an outcome, not a value of leadership. KEY TAKEAWAYS. The balance between results and humanity.

Leadership 52

Leadership Culture Books Airlines 52

Russel Lolacher

MAY 4, 2021

Following on the theories of Dr. James Carson, Simon Sinek wrote a book on the importance of the infinite game mindset over the finite mindset. There are many who fall into positions of leadership that are ill-suited (think Michael from The Office) and they aren’t bettering the organizational health. INFINITE vs FINITE MINDSET.

Leadership 128

Leadership Sports Events Connections 128

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. SHARP COMMUNICATION – transform ideas into messages. This makes having the traits of a “Multiplying Leader” important in any CX leadership role.

Leadership 52

Leadership 2020 Culture 2019 52

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. Old school, cheesy, but totally on-point.

Culture 244

Culture 2019 Contact Center Leadership 244

CSM Magazine

MARCH 30, 2020

Wherever you’re working, what’s most critical is how and what is communicated by the business leaders to their teams. Develop a Unified Communication Model . You need to communicate early and often with all your key stakeholders throughout this crisis. Communicate Timely and Often. Involve Key Stakeholders .

Communication 119

Communication Government Fashion Airlines 119

Customer Bliss

JULY 11, 2017

Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. Communication and storytelling. Catherine has a background in psychology, and often speaks of the importance of communication and storytelling. I communicated.”

Leadership 0

Leadership Customer Experience 2013 2011 0

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. Before a customer can reach out to get support, there needs to be communication channels in place. Email is our main channel of communication with our customers. You may use some or all of them.

2005 316

2005 2012 Social Media Contact Center 316

Customer Bliss

AUGUST 3, 2018

Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. .

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

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

CSM Magazine

NOVEMBER 27, 2018

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. There are more management and leadership books, training, and coaches than ever before. Communication is crazy in companies. Think about it.

Leadership 56

Leadership E-support Government Communication 56

CSM Magazine

NOVEMBER 8, 2021

The truth is, leadership skills are important for everyone, not only CEOs and visionaries. Having to start your leadership development in college is both an asset and a problem. What should you do to enhance your leadership skills, and how to find your style? Attend Classes Related to Leadership and Management.

Leadership 52

Leadership Presentation Workshop Events 52

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton.

Books 148

Books Leadership Hospitality Consulting 148

Beyond Philosophy

DECEMBER 8, 2015

I have written five books to date and will soon deliver number six. It occurred to me that I have learned a few things writing these books. 2: Create the backbone of the book. Because of this fact, it becomes essential to create a backbone for the book. In this way, nearly all of my books end up becoming collaborations.

Books 97

Books Social Media Communication Customer Centricity 97

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

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). See it here: Most important aspect of this work stream: you absolutely have to align the senior leadership team before you do anything else. ” or “How does it affect what I do? Are you bossy?

Retail 0

Retail Leadership Customer Experience White Paper 0

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 111

Leadership Customer Centricity Airlines Workshop 111

Oracle

MARCH 5, 2020

Leaders surveyed for the report identified leadership and management, creative problem solving, and communication among the highest priority skills for their workforce. “You read the books you need to read. “Soft skills will reign in 2020 and beyond,” according to a recent LinkedIn Learning report.

Leadership 98

Leadership 2020 Customer Journey Technology 98

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

Russel Lolacher

OCTOBER 8, 2019

I’d recommend his book, Creativity Inc. , I’ve pulled some of my favourite tidbits and takeaways to give you some leadership inspiration. 2) Don’t confuse the communication structure with the organizational structure – the flow of feedback and ideas should not have to consider hierarchy. Share them below.

Leadership 60

Leadership Books Culture Engagement 60

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

ShepHyken

DECEMBER 11, 2023

Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors. Quotes: “It all starts with leadership. He is the author of six bestselling books. True customer loyalty extends beyond transactional interactions and loyalty programs. What really creates loyalty is an emotional relationship.”

Customer Centricity 86

Customer Centricity Culture Loyalty Programs Loyalty 86

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

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 79

Leadership Customer Centricity Airlines Workshop 79

Customer Bliss

MARCH 21, 2019

Horst definitely knows a thing or two about creating excellent customer service and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins. Horst shares that he wrote this book to get CEOs thinking about what it really means to be a leader at this executive level.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

CloudCherry

FEBRUARY 6, 2020

Communication. After all, he wrote the book. (No No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week. Collaboration.

Books 195

Books 2019 Customer Centricity 2020 195

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? Leadership is essential when you have a customer strategy that puts the customer at the center of everything you do. Communicate. We should then use those strengths in our leadership. Several years ago, Ken Blanchard published a book, The One Minute Manager.

Leadership 78

Leadership Call Center Loyalty Books 78

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Servant Leadership. In my next book which will be published in 2017, Employee Ambassadorship: Optimizing Stakeholder-Centric Behavior from the Inside-Out and Outside-In , many of these issues are being addressed. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Qualtrics

FEBRUARY 20, 2019

Compelling brand messaging is vital to business success and the best marketers are able to clearly communicate their brand’s story. If you’re looking to gain inspiration for your next marketing or branding project, check out these 10 books. Marketing leaders at any size business will find this book helpful.

Books 46

Books Brands Marketing Competitive Advantage 46

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. What to put in your communications that will resonate with staff. . PLAY AND SUBSCRIBE. Chris Hsiung.

Culture 98

Culture Connections Leadership Communication 98

BlueOcean

JANUARY 27, 2020

That said, in our books, understanding another company’s culture is still largely experiential. Compare and contrast that with Netflix which lists judgement, communication, impact, curiosity, innovation, inclusion, courage, and passion as their core values. Leadership You Trust… And Like. Ongoing Communication.

Contact Center 177

Contact Center Culture Leadership Communication 177

ChurnZero

DECEMBER 2, 2022

In our webinar, “ Lessons learned from a big a$$ book shift ,” ChurnZero’s CX team pulls back the curtain to share the methodology, approaches, and lessons learned from shifting CSM books across our entire customer base. How to transition your CSMs’ book of business with Alli Tiscornia, CCO, ChurnZero.

Books 98

Books Webinar Chief Customer Officer Customer Base 98