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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.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182

Books Return on Investment Magazine Culture 182

ShepHyken

OCTOBER 26, 2016

Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. You can even make the book available to the public.

Books 131

Books Customer Service Customer Service Training Culture 131

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. You have no definition of what your culture is for the organization.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Focused 153

Customer Focused Customer Centricity Customer Journey Mapping 2015 153

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com. email, chat, web).

Leadership 68

Leadership Customer Service Seminar Hospitality 68

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. There are a number of new books out, currently, which discuss how our organization’s stories make our products and services (not even our people) the heroines of the day. We know the plot.

Culture 71

Culture Workshop Leadership Books 71

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 do you define corporate culture? And most importantly….

Leadership 60

Leadership Automotive Hotels Culture 60

ShepHyken

AUGUST 7, 2019

He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Hsieh said, “Get the culture right, and we’ll deliver the customer experience we want our customers to have.”. The focus on culture is really a focus on people.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

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

Russel Lolacher

MARCH 2, 2022

One of those amazing people is releasing her 2nd book. Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. And it’s a culture that is deliberately designed to be this way. You talk of 10 foundational principles in your new book Built to Win.

Customer Centricity 59

Customer Centricity Culture Books Leadership 59

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. million people in the state.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

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. These experts have all spent time enacting behaviors, either within their own companies or the companies of others, that consider the well-being of their employees, customers, and partners. .:

Leadership 200

Leadership Healthcare Books Feedback 200

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Customer-centricity, in short, is not pervasively ‘people first’.

Culture 83

Culture 2002 Customer Centricity 2007 83

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. In her CS100 Summit session, Carine shared her ideas of the top customer success leadership characteristics.

Presentation 40

Presentation Leadership Customer Success 2017 40

ShepHyken

MAY 24, 2016

Donn Sorensen Shares Leadership Principles That. Drive a Customer-Focused Culture. Shep Hyken discusses how to create and maintain a customer-focused culture with Donn Sorensen, speaker, philanthropist, and Regional President of Mercy, a large healthcare organization based in St.

Leadership 90

Leadership Healthcare Culture Customer Focused 90

Beyond Philosophy

OCTOBER 31, 2016

For the employees left behind to fix the mess leadership left for them, it can be demoralizing. After all, how proud would you be to announce where you work at a crowded bar when it defrauded over two million customers? Fixing a Broken Culture. As an outside culture expert, I say, ‘Good move’. There is a cultural problem.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Culture 76

Culture Customer Focused Books Customer Service 76

Customer Bliss

APRIL 5, 2016

When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. If that’s a listed core value, but then employees regularly see back-stabbing and in-fighting among the leadership, the core value has absolutely no meaning anymore.

Document 217

Document Leadership Culture Books 217

Horizon CX

MAY 19, 2023

An organizational transformation refers to a significant and intentional change in the structure, processes, culture, and strategic direction of an organization. Transforming an entire organization requires addressing multiple factors simultaneously, such as strategy, structure, processes, culture, and people.

Customer Centricity 52

Customer Centricity Leadership Culture Customer Experience Management 52

Beyond Philosophy

NOVEMBER 27, 2017

There are nine orientation areas that we use to determine a company’s customer centricity level. Customer Strategy. Culture & Leadership. From senior management to “back office” staff, Natural companies believe everyone should interact with customers and have channels for this interaction to occur. Measurement.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Leadership is where it starts, and then it permeates throughout the organization.

2019 107

2019 Article Customer Service Competitive Advantage 107

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

ShepHyken

OCTOBER 29, 2019

Companies with a Soul are the Future of Customer Experience. Understanding Companies and Customers of the Future. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business , focusing on the psychological, technical, and experiential components of building a good customer experience.

Employee Experience 82

Employee Experience Culture Books Technology 82

Smith+co CX

JUNE 20, 2022

How a UK brand dominates a tough sector with purpose, passion & a kick-ass culture. Earlier this month in his regular Sunday Times article , Julian Richer, founder of Richer Sounds (UK’s biggest hi-fi and home cinema equipment retailer) explained his award winning style of brand leadership.

Brands 36

Brands Retail Culture Leadership 36

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

Article 67

Article Customer Service Social Media 2018 67

ShepHyken

NOVEMBER 27, 2019

My friend, Mark Sanborn, wrote a book entitled You Don’t Need a Title to Be a Leader: How Anyone, Anywhere, Can Make a Positive Difference. The title of that book sums it up nicely. Accepting responsibility (and blame) for something that happened under your watch is also powerful leadership behavior. It’s behavioral.

Leadership 147

Leadership Reference Books Customer Service Training 147

Customer Bliss

FEBRUARY 23, 2016

Everything, of course, is through the lens of total customer focus. Head of Customer Experience Trait No. ’ You are basically the facilitator for uniting the organization to see things differently and act differently to deliver a one-company customer experience. ” Head of Customer Experience Trait No.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

ShepHyken

FEBRUARY 27, 2018

Company Fusion Rather Than Company Confusion: The Importance of a Clearly Defined Culture. Are your brand and culture clearly defined? . . <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

Culture 72

Culture Definition Leadership Brands 72

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Books Culture 92

Natalie Petouhof

AUGUST 15, 2022

As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer others. Create Change Leadership Plans.

Leadership 52

Leadership Books Workshop Banking 52

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” Usually it’s at the top with leadership. I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee.

Airlines 83

Airlines 2008 Customer Focused Customer Service Training 83

ShepHyken

JUNE 8, 2016

Customer Service Culture. There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own research, there are some very clear reasons. A customer service culture starts with the people.

Customer Service 90

Customer Service Culture Customer Service Training Definition 90

Beyond Philosophy

MAY 23, 2016

Changing the name doesn’t change the leadership or the customer centricity of an organization. It will still be the same leaders, people and poor culture that has led Time Warner to have this unenviable reputation. Needless to say, they failed to address my frustration at feeling undervalued by them as a customer.

Customer Centricity 112

Customer Centricity Consulting Leadership Customer Satisfaction 112