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

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! This book, her third, is a book for this era for any leader looking to make real change. These 5 Competencies provide the backbone to this book. Culture must be proven.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Kustomer

MARCH 14, 2019

I’m thrilled to use my first-ever Kustomer blog post to announce the launch of Kustomer Book Club. If your first reaction is to think you’re too busy for a book club, I get it. Working a long day and then reading a business or industry book can feel like just more work. This is also a book blurbed by both J.J.

Books 49

Books Culture Blog Leadership 49

Bill Quiseng

MARCH 15, 2022

And be sure to read her book, Built to Win. Details of the book are linked at the end of this post. As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so.

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

Chadwick Martin Bailey

MAY 12, 2020

We’re proud to say that our culture is stronger than ever and in the spirit of openness, we’re sharing creative ways to building and maintaining our bonds: “Very productive day for Nala” - Mike Helms, Research Manager. One secret to CMB’s strong and enduring culture? CMB’s culture continues to thrive even with the close of our offices.

Culture 59

Culture Events Books Social Media 59

Alida

APRIL 28, 2016

In a recent article for VentureBeat , Andrew Reid, founder and president of corporate innovation at Vision Critical, steps into the battle between Dan Lyons and Hubspot. Among other things, Lyons’ book claims that Hubspot (and the tech industry in general) suffers from ageism, high employee churn and a lack of real product innovation.

Culture 133

Culture Engagement Books 2013 133

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

Beyond Philosophy

FEBRUARY 20, 2020

Their organizations are a representation of the people the founders are, and as you can imagine, their cultures reflect that. A team of people construct this character and talk on her behalf, connecting with others on the platform through comments and other dynamic back and forth. She also has nearly two million followers.

Innovation 162

Innovation Social Media Technology Brands 162

COPC

JANUARY 9, 2024

Lance Gruner: Our journey is rooted in our core purpose of connecting and powering an inclusive digital economy that benefits everyone. Comprehensive training and the tools inherent in the COPC certification process equipped our team with a framework to streamline operations and create a unified culture.

Customer Experience 76

Customer Experience Net Promoter Score 2024 Customer Care 76

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

ijgolding

JUNE 16, 2015

The significance of that date is because it was the year that Jeanne Bliss wrote her first book for CCO’s – if you have never read ‘ Chief Customer Officer: Getting Past Lip Service to Passionate Action ‘ – I urge you to do so. Fortunately help is at hand – and has been since 2006. Happy reading!

Chief Customer Officer 86

Chief Customer Officer Books 2006 Leadership 86

ShepHyken

MAY 28, 2023

All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own. I’ve personally read nine of the eleven books featured on this list. Connect with Shep on LinkedIn.

2023 64

2023 Article Customer Service Books 64

Beyond Philosophy

SEPTEMBER 11, 2014

Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Colin is an international author of four bestselling books and engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

Banking 138

Banking Culture 2003 CEM 138

Gainsight

MARCH 10, 2022

Culture is the Glue. In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “ lasting source of competitive advantage.”

2021 59

2021 Culture Insights Chief Customer Officer 59

Customer Bliss

MAY 23, 2018

With advice that she says she followed from my book, “ I Love You More Than My Dog: 5 Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, ” Carolyne says that she truly believes in the importance of connecting your personal self with business self. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience E Commerce Travel 197

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). She said it’s important to connect customer issues with situations that are more personal to employees.

Chief Customer Officer 133

Chief Customer Officer Leadership Innovation Books 133

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. Be Proactive About Experience Reliability and Innovation.

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? Mary and her team ensure that they’re conscious and connected with the driver community. Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Natalie Petouhof

AUGUST 15, 2022

Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. I agree that in developing a customer-experienced-focused culture, companies must create a set of core company values to rally around.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

Qualtrics

MAY 15, 2019

On HR as the competitive advantage: Any company can be the next Google or Apple with the right people, culture, and set of HR practices in place. They are the source of innovation. You need to attract, grow, motivate, and retain the best employees to get the most out of your people and drive this innovation.

Innovation 39

Innovation Communication Employee Experience Competitive Advantage 39

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. As the pandemic took hold, most direct-to-consumer innovators were many steps ahead and better prepared to deal with the curveballs the pandemic delivered.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

Kustomer

NOVEMBER 1, 2021

She has also authored two books on customer experience. Harvard Business Review – The HBR IdeaCast is a great resource for insights, up-to-date trends, as well as the practicalities of how cultural shifts impact business. Discover an energized, connected community offering inspired solutions from around the globe.

Customer Service 98

Customer Service 2004 Entertainment Download 98

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

ShepHyken

APRIL 18, 2022

Gartner has identified observability as, “…the evolution of monitoring into a process that offers insights to speed innovation and enhance CX.”. My Comment: Annette Franz is the author of Customer Understanding and the recent book, Built to Win , which is about creating a customer-centric culture that drives value.

Article 69

Article 2022 Customer Service Retail 69

Customer Bliss

APRIL 11, 2018

These actions are explored in my upcoming book, Would You Do That To Your Mother? Here are the six common actions, often bravely undertaken, that you will see throughout the book. Here are the six common actions, often bravely undertaken, that you will see throughout the book. Actions for Hiring and Development Set the Tone.

Hotels 209

Hotels Insurance Books Banking 209

Customer Bliss

JUNE 22, 2020

Rich Sheridan : CEO & Chief Storyteller of Menlo Innovations , and author of Joy, Inc.: They were focused on the well-being of all of their stakeholders because they’re all connected.” Look After Employees’ Well-Being. So they were really stakeholder-oriented, right?

Leadership 200

Leadership Healthcare Books Feedback 200

Oracle

MAY 1, 2020

Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. While it can be an exercise in creativity to rethink the ways in which your team can maintain a strong work culture digitally, it’s not impossible. Virtual trivia.

Engagement 100

Engagement Books Events Financial 100

Russel Lolacher

MAY 30, 2022

Connect with Gregg on his platforms: Website. There’s no such thing as great cultures without great leaders.”. I mean, you mentioned my books, achieve brand integrity, engaged crave. All three of those were business books that gave away all our secrets for what we’re doing with our clients. PLAY AND SUBSCRIBE.

Leadership 52

Leadership Culture Books Airlines 52

Beyond Philosophy

NOVEMBER 14, 2020

Joe Pine is the author of the book that started it all, The Experience Economy. For my part, I often operated with the mindset that valuing the emotional connection that the Customer Experience evokes is an opinion everyone shared. Carbone sees the future of Customer Experience in the cultures of the organization.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

Russel Lolacher

JANUARY 12, 2021

A few years ago, I was attending a cross-organizational workshop that was meant to help foster different ways of thinking from leadership, specifically around innovation and future planning. It’s much easier to be patient and sympathetic when you understand the environment, challenges and culture of those you share the brand with.

Culture 59

Culture Workshop Books Innovation 59

Russel Lolacher

OCTOBER 31, 2022

In this episode of Relationships at Work, Russel chats with workplace culture consultant Erin Skillen on the importance of bringing and keeping humour and joy in the workplace. Connect with, and learn more about, Erin on her platforms: . The connection humour and joy have to mental health. Content4Good consultancy. Erin Skillen.

Culture 98

Culture Leadership Connections Consulting 98

Beyond Philosophy

FEBRUARY 27, 2017

In our customer experience consultancy, we’ve found that there’s often little connection between the concept of employee loyalty and customer loyalty, and that’s a big mistake. Engaged employees aren’t just satisfied with their working conditions and pay, they want to go above and beyond, to innovate and advance the company’s goals.

Rewards Programs 133

Rewards Programs Hotels Travel Chief Customer Officer 133

Beyond Philosophy

SEPTEMBER 11, 2014

Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. I’ll pass this as a suggestion / idea to the management,’ is a failure of the company’s innovation process, which either doesn’t: Provide a clear channel for people to submit ideas.

Banking 60

Banking Culture 2003 2013 60

SurveySparrow

SEPTEMBER 8, 2021

As it focuses on pretty much everything about the employees – how they feel about your company, the benefits offered, the vibe they’re getting, office culture, etiquette, and leadership qualities. Their focus is on giving the right recognition to strengthen workplace culture, eventually driving better ROI.

Employee Experience 59

Employee Experience 2021 Management Culture 59

Optimove

JULY 19, 2022

Savvy hoteliers are on standby, ready to elevate and optimize the guest experience, cultivating valuable, long-term connections, and boosting the bottom line – and doing a substantial chunk of it through, you guessed it, their mobile app! billion in 2021 to a whopping $4.5 billion this year. We love our hotel apps.

Hotels 52

Hotels Marketing Guest Experience Travel 52

Kustomer

MAY 28, 2020

They’re thinking about innovation as a core piece of their competitive strategy.” Blake suggests that this is happening because of the nature of CEOs and their short time investments in companies along with the need to change culture. This involves the mindset and the culture. Why This Change is Slow. I love it.

Culture 52

Culture Books Customers Competitive Advantage 52

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. Episode Overview.

Banking 143

Banking Leadership Net Promoter Score 2015 143