Books Competitive Advantage Employee Experience Leadership 
Customer Bliss
MARCH 21, 2019
One who leads with a vision and principles that can transform both employee and customer experience? 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. And how did he do this?
SurveySparrow
SEPTEMBER 8, 2021
But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.
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Natalie Petouhof
JUNE 1, 2022
But as Tony Bates and I were doing research for our book, Empathy in Action TM , back in 2019, before empathy became a buzz word, we came to some interesting conclusions. As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance.
Customer Bliss
JUNE 28, 2018
To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D. FOCUS ON CUSTOMER EXPERIENCE TO PUT YOU A STEP AHEAD. LEADERSHIP MEANS + HIRING THE RIGHT PEOPLE = BUSINESS GROWTH.
ShepHyken
SEPTEMBER 10, 2019
If they don’t, we will have no competitive advantage. About : Steve Farber is the president of Extreme Leadership Inc., a speaker and consultant, and the author of several books including Love is Just Damn Good Business and The Radical Leap. How do I create a better employee experience?
Russel Lolacher
MARCH 2, 2022
One of those amazing people is releasing her 2nd book. Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. You talk of 10 foundational principles in your new book Built to Win. Leadership commitment and alignment are critical to success.
Russel Lolacher
APRIL 24, 2023
In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. What is your best or worst employee experience you can share with us, Garry? So I did a master’s degree in leadership.
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