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

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.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Integrity Solutions

FEBRUARY 11, 2022

There’s no denying that there’s been a huge shift in sales in recent years. Many sales leaders—and salespeople themselves—tend to overlook the fact that it takes a sizable mental shift in sellers to stay in the game, especially when the game keeps changing. Here are some key takeaways from that conversation.

Sales 56

Sales Connections Brands Leadership 56

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Successful sales people know is about doing something for the customer – not to the customer. Why are you doing the training?

Sales 52

Sales Culture Management Leadership 52

Integrity Solutions

MARCH 9, 2022

In sales, where rejection is a part of the job even in the best of times and today’s selling environment has grown more stressful, competitive and demanding, signs of burnout are becoming more common across the profession. What causes sales burnout? To address sales burnout, you first have to understand what’s causing it.

Sales 75

Sales Culture Leadership Feedback 75

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

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.” ” He wrote that Starbucks’ stores, beset by labor challenges and declining sales, need a “maniacal focus on the customer experience, through the eyes of a merchant.”

Article 72

Article 2024 Customer Service Loyalty Programs 72

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. It helped people learn new strategies and connective elements.

Banking 143

Banking Leadership Net Promoter Score 2015 143

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. Without authentic communication servant leadership is impossible.

Leadership 56

Leadership E-support Government Communication 56

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience Leadership Measurement 245

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

MARCH 29, 2017

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. I came to understand that leadership, integrity, and honesty of purpose is what you do when no one is watching. Being a Balanced Leader.

Leadership 208

Leadership Culture Telecommunications Customers 208

BlueOcean

AUGUST 21, 2019

4. Management and Leadership Interactions. Extend these observations to the company’s leadership team. It’s a tricky thing to balance the duality of being a good employer and creating engagement as an outsourcer while nurturing a strong, identifiable connection between your agents and your clients’ various brands.

Contact Center 159

Contact Center Culture Leadership Engagement 159

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

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. Often, this falls into the marketing and/or sales departments. At the heart of business growth is a marketing and sales strategy.

Article 59

Article Customer Service 2023 Loyalty Programs 59

CX Accelerator

APRIL 11, 2018

The first is Karin's book "Winning Well: A Manager's Guide to Getting Results - Without Losing Your Soul." Nate went through this with his support leadership team and it was a game-changer for us. s list 100 Great Leadership Speakers for 2018 and the American Management Association List of 50 Leaders to Watch.

Customer Experience 182

Customer Experience Wireless Leadership Books 182

Customer Bliss

JANUARY 11, 2018

When the CCO works with a united leadership team to remove reactivity in a very deliberate way, they can engage in proactive decision-making opportunities to tackle four big culprits that cause CX work to stall: silo based prioritization and investment, capacity creation, holding people accountable, and annual planning.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

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.

Marketing 98

Marketing Social Media B2C Multi-Channel 98

Integrity Solutions

APRIL 16, 2021

It’s integral to their success, and it’s one of the secrets to high-performance leadership in tough times. Most businesses like to say they’re customer-centric, but in many cases, it only applies to a specific function or department, like sales or customer service. They will be “walking the talk” of a customer-centric culture.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Get in touch to book Jeannie today! . It’s that time of year again! Who says March Madness is only for car dealerships and mattress stores!? Your Name *. Phone Company Name.

Events 223

Events Customer Experience Webinar Telecommunications 223

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. stock price).

Connections 68

Connections Engagement 2012 Definition 68

Team Support

FEBRUARY 11, 2021

That’s what Micah Solomon, best-selling author, customer service industry consultant, and Forbes contributor, asked as he opened a recent webinar based on his new book , Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience. In B2B, The individual sale is often bigger.

B2B 85

B2B Magazine Webinar Leadership 85

Gainsight

MAY 4, 2023

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. Coming soon: The Community Book But these four laws of community are just the beginning.

B2C 52

B2C Roadmap Books Travel 52

CX Accelerator

APRIL 11, 2018

The first is Karin's book "Winning Well: A Manager's Guide to Getting Results - Without Losing Your Soul." " Nate went through this with his support leadership team and it was a game-changer for us. s list 100 Great Leadership Speakers for 2018 and the American Management Association List of 50 Leaders to Watch.

Customer Experience 140

Customer Experience Wireless Leadership Books 140

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. My latest book, Would You Do That To Your Mother? The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received.

Books 100

Books Hospitality Hotels Article 100

Beyond Philosophy

APRIL 15, 2019

Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership. Add to it that leadership also wants to have an ROI. Moreover, there is a link between that emotional connection customers feel for you and the dollars they spend with you. Here are the top ten.

Culture 114

Culture Customer Service Leadership Airlines 114

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. Is this company “poised to move to the next level” simply because their sales team had a few good years? And even disqualify them.

Workshop 142

Workshop Roadmap Customer Success Leadership 142

Natalie Petouhof

JANUARY 5, 2016

Tweet CES: The Connected Internet of Things Dominates: Analysts predict by 2019 that only 49 percent of data in the cloud will be from PCs, and the biggest drivers of the shift will be smartphones and IoT. I am however, very interested in the experiences that are created when “things” get connected to other “things.”

Connections 40

Connections 2016 2019 B2C 40

Customer Bliss

MAY 26, 2016

When the company went public in 1987, I walked the analysts through the stages of the customer journey, connecting the dots for them between the emotions at key intersections and business growth. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0: What Makes Customer Experience Stick?

Webinar 141

Webinar Chief Customer Officer Customer Experience Social Media 141

Joe Rawlinson

JANUARY 19, 2017

The most successful businesses and brands typically follow the same path when it comes to leadership. As an executive, your attitude and leadership skills trickle down from the top, through every level of your company, and ultimately ends with your customers. Leadership Guidance is Key. About the Author.

Customer Centricity 107

Customer Centricity Culture Leadership Call Center 107

Customer Bliss

APRIL 25, 2019

Jon shares that customer success is a combination of customer-oriented operations enacted during the pre-sales cycle, the initial implementation of the solution, and post-sale relationship development with customers. ” The sales team communicated the ROI and the value the customer was going to receive. .”

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

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. Create a consistent feedback cadence to Executive Leadership. Connecting CX and Marketing—How?

2022 98

2022 NPS Net Promoter Score Presentation 98

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

PeopleMetrics

MARCH 22, 2016

Michelli’s recent book, Driven to Delight , is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading the book, I had a few questions about some of the content and strategies Joseph covered. But now the sales process mirrors what customers want.

Customer Experience 74

Customer Experience Customer Centricity Books Sales 74

Customer Bliss

MARCH 30, 2016

You can learn about the different types of listening in virtually any of my books , but here’s a breakdown for those just coming into these concepts: Unaided or volunteer listening: This refers to companies who optimize feedback customers give as they interact with the brand. Aided listening. Experiential listening.

Social Media 195

Social Media Leadership Customers Brands 195

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.

Culture 98

Culture Leadership Connections Consulting 98