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.

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Books Customer Success Leadership Innovation 52

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

ShepHyken

MARCH 11, 2024

What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry? Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. How can businesses think outside the box to create fan-like loyalty among their customer base?

Customer Experience 151

Customer Experience Entertainment Loyalty Customer Centricity 151

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. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

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Culture Connections Leadership Communication 98

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. Customer Service Books on Leadership. Books on Team Building and Leading. So, let’s get started!

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Books Customer Service Customer Satisfaction Loyalty 85

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.

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Books Culture Blog Leadership 49

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. 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.

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2023 Customer Service Contact Center Customer Centricity 207

CSM Magazine

JUNE 5, 2024

According to Booking.com’s Sustainable Travel Report 2023, 71% of travellers would be more likely to book a hotel knowing it was environmentally friendly. Unique and Local Experiences Guests increasingly seek unique and authentic experiences that connect them with the local culture.

Hospitality 52

Hospitality Hotels Customer Experience Guest Experience 52

Oracle

DECEMBER 6, 2018

At the same time, self-service scheduling tools allow customers to book repair appointments, share information, and improve communications. In a WBR Digital survey, 81% of companies said they believe that smart connected technologies and IoT will be implemented at scale in the industry in the next five to ten years.

Innovation 108

Innovation Customer Experience Travel Communication 108

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.

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Books Brands Customer Experience Chief Customer Officer 91

Beyond Philosophy

FEBRUARY 20, 2020

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. Colin is an international author of six bestselling books and an engaging keynote speaker. She also has nearly two million followers. Follow Colin Shaw on Twitter @ColinShaw_CX.

Innovation 162

Innovation Social Media Technology Brands 162

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. Pioneering the Role of CCO.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

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

5 Ways to Fuel a Winning Customer Experience in Travel by Allianz Partners (PhocusWire) The best way to stand out is to get personal – often starting before the customer even books. I’ve personally read nine of the eleven books featured on this list. Connect with Shep on LinkedIn. I’ll buy the other two.

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2023 Article Customer Service Books 65

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. She helps readers understand “why we buy what we buy.”.

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Books Brands Marketing Competitive Advantage 46

CSM Magazine

FEBRUARY 19, 2018

The second phase was all about mobile and social media, and how they connect people. Presented in a visually engaging and very accessible style, Customers The Day After Tomorrow uses fascinating real life examples to demonstrate how innovative organisations are leading the way and disrupting markets. Bringing the book to life with AR.

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Books Social Media Innovation Technology 40

CSM Magazine

FEBRUARY 16, 2024

Topics covered will include subjects such as Telehealth Support, Data-Driven Decision Making, and Connected Commerce, among many other aspects of the digital customer experience. The awards categories include Innovation of the Year and Engagement Solutions of the Year.

Contact Center 52

Contact Center 2024 Seminar Insights 52

BirdEye

SEPTEMBER 1, 2023

You’ll hear from product experts and industry executives as they discuss how businesses can harness the power of AI, improve online reputation, connect with customers more effectively, and enhance the digital customer journey. Kiran Bellare and Uday Ghatikar: Fireside chat Kiran Bellare is the Product Head of Generative AI at Google.

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2023 Multi-Channel Books Events 104

CSM Magazine

JANUARY 18, 2024

“Nina’s vision for the future of AI inspires and challenges us to think bigger in order to build deeper consumer connections. Sabio’s Chief Innovation Officer, Stuart Dorman, added: “Nina is on the leading edge when it comes to the possibilities of artificial intelligence.

Events 52

Events 2024 Innovation Technology 52

TechSee

APRIL 9, 2024

Traditionally, customers navigating the self-installation process encounter various obstacles—from setting up the Optical Network Terminal (ONT) to ensuring proper connectivity. To see these results in action and discover what visual engagement can do for your organization, book a demo today.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

CSM Magazine

SEPTEMBER 6, 2023

BigChange has launched a new Customer Portal allowing BigChange users to give their customers an easy way to book and track jobs online. The portal provides an immediate insight into the current status and history of any jobs, with access to everything from bookings to job cards and images, to quotes and invoices.

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2013 2018 Customer Relationship Management Books 52

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

Optimove

DECEMBER 28, 2023

The Big Picture: With 2023 in the books, it’s time to pave the way for continued innovation and more meaningful customer connections in the year ahead. Authenticity builds trust, and by openly embracing AI, you can foster a deeper connection with your audience while.

Marketing 69

Marketing 2024 Social Media Download 69

TechSee

APRIL 9, 2024

Traditionally, customers navigating the self-installation process encounter various obstacles—from setting up the Optical Network Terminal (ONT) to ensuring proper connectivity. To see these results in action and discover what visual engagement can do for your organization, book a demo today.

Net Promoter Score 109

Net Promoter Score NPS Customer Satisfaction Customer Confidence 109

Gainsight

APRIL 8, 2024

Think of the connections you see at your annual events and the camaraderie seen in just a few days. Community platforms offer customers a vibrant hub to connect, exchange insights, and glean valuable knowledge from peers. Well, creating a customer community is just taking this IRL version online and 24/7.

Customer Success 52

Customer Success Engagement Customers Insights 52

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. This week, she featured a list of excellent customer service books separated into categories. Connect with Shep on LinkedIn.

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Article 2023 2028 Customer Service 81

ShepHyken

MAY 21, 2019

Connected Strategy. They discuss their new book, Connected Strategy , and how any company can use the concept to improve their customer experience. The Interview with Nicolaj Sigglekow & Christian Terwiesch: Connected strategy is a concept that allows companies to connect to customers more holistically.

Competitive Advantage 109

Competitive Advantage Connections Books Innovation 109

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

BirdEye

MARCH 6, 2023

Birdeye’s customer base is made up of local businesses and brands of all sizes that want to effortlessly manage online reputation, connect with prospects through digital channels, and gain customer experience insights to grow sales and thrive.

Healthcare 98

Healthcare Automotive Hospitality Workshop 98

Experience Investigators by 360Connext

APRIL 23, 2015

It organizes all your travel information in one place, so when I land in a strange airport, I can check the app on my phone to remember which hotel I booked and not rely on my memory. One innovation is using API partnerships to provide even more information to the travelers at the time it’s most relevant to them.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Qualtrics

MAY 15, 2019

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. So HR is the secret sauce to scale innovation. If you get people right, you’re going to have the best innovation, best technology, and best products.

Innovation 39

Innovation Communication Employee Experience Competitive Advantage 39

Beyond Philosophy

OCTOBER 12, 2016

Some savvy marketers at McCann Melbourne have embraced this concept and have come up with an innovative way to marry the idea of personalized Customer Experience and emotions. Based on that live stream of the Emotional Trailers, the audience could book tickets to the films from their mobile devices —and book tickets they did!

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2002 2016 Books Consulting 167

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

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

Remember when we bought books in book stores? 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.

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Metrics Customer Experience Social Media Loyalty 252

Gainsight

MAY 22, 2024

The result is unbelievable growth and innovation. By connecting customers with similar experiences, you can fortify your community and ensure success for everyone. Pulse is a prime example of what can happen when your community can access the information they need to take charge of their own success.

2024 52

2024 Chief Customer Officer 2025 Books 52

Customer Bliss

SEPTEMBER 12, 2019

Now, more than ever, the 5 competencies that I introduced in my best-selling book, Chief Customer Officer 2.0: Be Proactive About Experience Reliability and Innovation. Build a customer experience development process to enable cross-company teams to improve unreliable and innovation opportunity experiences.

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Chief Customer Officer Leadership Definition Metrics 135