Russel Lolacher

MAY 4, 2021

” Now a lot of “leaders” will start thinking of innovators like Steve Jobs and his introduction of user friendly technology like the iPhone, or Walt Disney and his theme parks and animation studios, or Brene Brown for her ideas and research on vulnerability and bravery. The post What Will be Your Leadership Legacy?

Leadership 128

Leadership Sports Events Connections 128

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. Leadership for Great Customer Service.

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Books Customer Service Customer Satisfaction Loyalty 85

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. About Mark.

Banking 143

Banking Leadership Net Promoter Score 2015 143

Kustomer

MARCH 14, 2019

I’m thrilled to use my first-ever Kustomer blog post to announce the launch of Kustomer Book Club. Every other month we’ll be building out a recommended reading list for CX leaders interested in professional and personal development, including staying up-to-date on the latest customer management thought leadership. Please read on.

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Books Culture Blog Leadership 49

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

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

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.

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Chief Customer Officer Leadership Definition Metrics 135

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

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). Practice mindful leadership. “Leadership matters. It’s how you show up.

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Chief Customer Officer Leadership Innovation Books 133

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.,

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Books Brands Marketing Competitive Advantage 46

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. Rich Sheridan : CEO & Chief Storyteller of Menlo Innovations , and author of Joy, Inc.: They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch.

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Leadership Healthcare Books Feedback 200

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.

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Culture Customer Centricity Books Competitive Advantage 103

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. Connect with Shep on LinkedIn.

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2024 Article Customer Service Government 80

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. We ensured alignment by creating an employee brand book that encompassed communication guidelines, employee objectives and project roadmaps.

Customer Experience 76

Customer Experience Net Promoter Score 2024 Customer Care 76

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.

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Sports Customer Experience E Commerce Travel 197

Customer Bliss

NOVEMBER 1, 2018

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. A delightful CX meant that they were to develop a value system around uplifting other people.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Customer Bliss

JANUARY 5, 2017

I love coming into companies and helping them understand the value of CX — and helping the CX leaders unify the rest of the leadership team. It’s the central theme of my books , my podcast , and my keynote speeches. They have “soft” metrics rather than real business goals.

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2017 Omnichannel Retail Article 236

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

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Connect with Shep on LinkedIn. The day arrives, the notice goes out to the team, manuals hit desks… and within two weeks, nothing has changed.

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Article Customer Service 2023 Loyalty Programs 59

Thematic

FEBRUARY 11, 2024

This year Medallia announced a self-service agile market research suite and 4 innovations in Generative AI. Last year, we wrote about how Atlassian built infinite customer feedback loop using AI which is based on similar ideas: personalized connection with users through granular feedback analytics. The solution? Earned Growth.

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NPS Hotels Events Demo 62

Oracle

MARCH 11, 2020

Today, women in CX are driving innovation, rethinking what the customer experience means, and bringing these insights to new industries and audiences. link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. I've almost started calling it X now. Jeanne Bliss.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

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. And while you’ll have to read the book to get the full picture (yep that was a plug), below is a synopsis of some of the insights and conclusions. Not generally.

Books 52

Books Employee Experience Leadership 2021 52

Oracle

MAY 1, 2020

While nothing can replace in-person interactions in the office, you can use online video tools such as Zoom more intentionally to make sure everyone feels connected to one another. Host weekly meetings or check-ins from the leadership team for “Ask me anything” sessions. ” Company recipe book. Virtual trivia.

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Engagement Books Events Financial 100

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. There are leaders, followers, and…well people who just get in the way!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

BirdEye

MAY 3, 2023

A marketing channel is any platform that allows you to connect and communicate your brand’s message with your target audience. B2C marketing channels that help you sell to or connect with individuals are social media channels, paid ads, email marketing, SMS campaigns, direct mail, and mobile marketing.

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Marketing Social Media B2C Multi-Channel 98

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. As Bates and Petouhoff share in the book, “happy employees make for happy customers.”.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

Alida

DECEMBER 22, 2016

“It’s going to be about creating that direct connection and trust with the individual on a much more personal level.” It’s going to be about creating that direct connection and trust with the individual on a much more personal level,” she told CMO.com. The enterprise guide to customer intelligence [e-book].

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2017 E Commerce 2016 Social Media 0

Customer Bliss

APRIL 11, 2017

We talk about his journey in figuring out exactly what it was, well before Fred Reichheld wrote his ground-breaking book. While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. Fred Reichheld had already written several books on loyalty. About Brian.

NPS 163

NPS Net Promoter Score 2003 2007 163

One Millimeter Mindset

OCTOBER 15, 2018

This connection signifies that we are doing our homework and are engaged in effective marketing. Before I develop a strategic business growth program to take them “there,” I want to see their books. We give them the benefit of our having absolutely no doubt about what they tell us. That is a good thing, for us both.

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Workshop Roadmap Customer Success Leadership 142

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.

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Rewards Programs Hotels Travel Chief Customer Officer 133

Customers That Stick

NOVEMBER 13, 2014

My years in contact center leadership have provided me a solid understanding of the call center environment. I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.

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Customer Experience Contact Center Sports Social Media 137

Russel Lolacher

OCTOBER 31, 2022

Connect with, and learn more about, Erin on her platforms: . The connection humour and joy have to mental health. Because you’ll have a more connected team, you’ll have people who are more in sync and what they’re doing, and you’ll be able to harness that get better results. Content4Good consultancy.

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Culture Leadership Connections Consulting 98

Customer Bliss

MAY 5, 2016

The Customer Leadership Executives on the show talk about how they bring together the silos and multiple priorities to create a one-company experience that earns the right to customer-driven growth. What other techniques have you seen for connecting silos and getting legitimate feedback to other senior leaders?

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Customer Experience Chief Customer Officer Roadmap Books 183

Quadient

JANUARY 21, 2022

As digital communications continue to grow in popularity, the entire insurance industry is re-examining how they personally connect with customers. This ‘connection’ customers feel increases loyalty and keep them coming back to a trusted relationship. . Every customer wants their voice to be heard. .

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Insurance Customer Experience Customer Journey Mapping Touchpoint 52

ThriveableBiz

NOVEMBER 13, 2023

For continuous improvements and creative innovations, to stay ahead of your competitors. Marketing has to connect with people on a range of emotions. Looking for the best way to connect with people, at their emotional and lifestyle touchpoints? The problem is also that Facts are often not exclusive to you.

Insights 52

Insights Marketing Entertainment Social Media 52

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. CEO Thom Crosby connects this success to the company’s teams, and how they are hired and developed. Actions for Hiring and Development Set the Tone.

Hotels 209

Hotels Insurance Books Banking 209

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. How do you reduce silos and better connect your organization? Not just by those looking to make change. ” Inside-Out Approach.

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Culture Workshop Books Innovation 59