ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Leadership 86

Leadership 2021 Webinar Customer Service 86

ClientSuccess

JUNE 15, 2022

Just as there are always new ideas around succeeding in sales or marketing, it’s crucial to stay up to date on some of the innovative ways to connect and engage with SaaS customers. 4 customer success books you need to read now! Here are four customer success books you need to put on your to-read list ASAP: 1.

Books 52

Books Customer Success Leadership Innovation 52

ShepHyken

DECEMBER 18, 2020

As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. In the months that followed, I worked with leadership teams that were leveraging technology to drive connections with their employees and customers. What a year 2020 has been!

Leadership 72

Leadership Customer Experience 2020 2019 72

Russel Lolacher

MAY 4, 2021

One “leader” sat in their office, a room that was between the communal work spaces of his staff, and rather than email, instant message, or come out and engage with his team, he would yell from his desk if he needed something. The post What Will be Your Leadership Legacy? That’s the impression they left behind.

Leadership 128

Leadership Sports Events Connections 128

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Servant Leadership. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Culture 60

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. Here are 4 tips your team can leverage to boost company morale and increase employee engagement right now. Encourage continual engagement and collaboration.

Engagement 100

Engagement Books Events Financial 100

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

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. Green’s books The Trusted Advisor and Trust-Based Selling. How to engage the other senior leaders . About Mark.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Before connecting those dots, it’s important to note the strong foundation provided in Chapters 1 and 2.

Books 52

Books Customer Centricity Advertising Culture 52

Customer Bliss

JUNE 27, 2017

It’s basically thinking about how current CX roles tend to evolve a lot of different hats (customer-facing work, operations, marketing, employee engagement, bottom line knowledge, etc.) She also downloaded “tons of white papers” and read thought leadership (including one of my books!). Quick wins.

Retail 0

Retail Leadership Customer Experience White Paper 0

PeopleMetrics

SEPTEMBER 17, 2015

It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. For example, you might ask: Why isn’t this connecting with them? Emotional intelligence is a powerful leadership tool. Asking “Why?”

Leadership 120

Leadership Customer Experience 2006 Customer Centricity 120

ShepHyken

MAY 13, 2024

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.” Engaging offers and new products. Under his leadership (three different times), the company grew and flourished as a brand known for its excellent customer experience.

Article 72

Article 2024 Customer Service Loyalty Programs 72

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. So treat yourself to a book every quarter. Books for Product Managers. Books for Product Managers. Blogs for Product Managers.

Books 80

Books Blog Management Leadership 80

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Connections 68

Connections Engagement 2012 Definition 68

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

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. So they use email, texts or mobile apps to engage others instead.

Leadership 56

Leadership E-support Government Communication 56

Customer Bliss

DECEMBER 4, 2018

2: Work on how much you engage inside the organization. Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: .” [Learn more about cutting down on the fine print in your paperwork, in this recent blog post.]. #2: Do you trust your partners?

Download 185

Download Chief Customer Officer Workshop Books 185

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. How will you define employee engagement and customer experience success?

Leadership 60

Leadership Automotive Hotels Culture 60

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

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. has the answer.

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

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. If you’re looking to gain inspiration for your next marketing or branding project, check out these 10 books. Hall co-founded Influence & Co.,

Books 46

Books Brands Marketing Competitive Advantage 46

ShepHyken

AUGUST 31, 2021

Immersive – Create consistent experiences that people connect with emotionally. Responsive – Be engaged with customers when they engage with you. Responsive – Be engaged with customers when they engage with you. Extraordinary – Be just a little bit better than everyone else. Shep Hyken ?is

Social Media 142

Social Media Leadership Books Customer Care 142

Customer Bliss

JANUARY 11, 2018

During this CX process, it’s critical that the CCO “earns” the right to people’s engagement in the work across the organization. Future accountability : Teams are assembled by the entire leadership team and tasked to deliver a monthly set of predetermined action items until they are implementing a solution.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

ShepHyken

MARCH 18, 2024

While MarTech emerged, customer engagement reached a new level and made it easier for the management to shorten the distance between marketers and clients. A fulfilled employee is more engaged at work and with your customers. Connect with Shep on LinkedIn.

2024 80

2024 Article Customer Service Government 80

Customer Bliss

NOVEMBER 1, 2018

They uplift their drivers/employees by being authentic and engaged. Mary and her team ensure that they’re conscious and connected with the driver community. Tactic 1: Be Authentically Engaged. In an industry where supporting highly engaged sports fans is your business, it’s important that employees are engaged as well.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

BlueOcean

AUGUST 21, 2019

Don’t underestimate the power that the physical work environment can have on measurable outcomes like engagement, retention, productivity, and even quality. 4. Management and Leadership Interactions. According to a study from Gallup, 70% of team-level engagement is based on a manager’s relationship with the team.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Lumoa

OCTOBER 24, 2023

Heart-Connecting Experiences: Since people tend to make decisions driven by emotion before justifying them with logic, find ways to connect emotionally with customers and create a work culture that allows them to lead from the heart. Nature Being connected to nature promotes a feeling of holistic well-being.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. The focus of this competency is that leaders must connect the silos and enable people to act. Leadership, Accountability, and Culture.

Chief Customer Officer 118

Chief Customer Officer Leadership Advertising Culture 118

SurveySparrow

OCTOBER 8, 2021

However, the fact remains that an organization is as successful as levels of employee engagement within it. . This is the reason why business organizations in contemporary times pay great heed to employee engagement strategies. This explains why employee engagement strategies are a vital part of any organization’s business strategy.

Engagement 52

Engagement Social Media Financial 2025 52

Experience Investigators by 360Connext

MARCH 9, 2015

There are now zillions of books (that’s a lot) focusing on customer experience. Whether or not your title says it, your leadership is needed! Blog Customer Experience Featured leadership learning linkedin resources' The passion is a start, but information and knowledge will help you get a lot farther.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Gainsight

MAY 4, 2023

What a customer sees when they log in or choose to engage with, truly matters. We get professionals together to connect people without the need to travel – it’s a great way to start your community” he says. It’s also an efficient, low-cost method to connect people across the world, no matter where they’re located. Let’s dive in.

B2C 52

B2C Roadmap Books Travel 52

Customer Bliss

NOVEMBER 3, 2016

I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company” to this post (June 2015) called “Bring The Silos Together In The Customer Room.” Customer analysis: The power of regularly engaging leaders in the customer room.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Experience Investigators by 360Connext

MARCH 30, 2015

This is a fantastic resource of a book! Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. I’m a believer.

Marketing 211

Marketing Social Media Consulting Blog 211

Customer Bliss

MAY 3, 2016

In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott was also featured in my book Chief Customer Officer 2.0 talking about the diverse nature of his work (pages 119-120 in the hard copy). Connect with Scott.

Chief Customer Officer 185

Chief Customer Officer 2007 Leadership Books 185

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s a never-ending hamster-wheel to entice engagement. Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance.

Engagement 48

Engagement Customer Experience Net Promoter Score Customer Centricity 48

Beyond Philosophy

APRIL 9, 2021

However, the concept of social relationships connecting to how you spend your time holds for business relationships, too. The Social Network-Dunbar Connection. These tools, like LinkedIn networking or video conferencing, or other platforms, enable you to make more connections and widen your social circles.

Management 156

Management Social Media Call Center Connections 156

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. How to Engage Frontline Employees in CX? Create a consistent feedback cadence to Executive Leadership.

2022 98

2022 NPS Net Promoter Score Presentation 98