The 27 Best Customer Service Books
Help Scout
AUGUST 22, 2023
The top 27 customer service books about providing better customer service and creating a customer-centered culture in your company. Read the full article
Tips on Creating a Customer-Centric Culture
ShepHyken
DECEMBER 11, 2023
Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Plus, Shep and Steven discuss why some companies remain “diamonds in the rough” and never successfully cultivate a customer-centric culture. What is effective empathy?
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The Culture Challenge
ShepHyken
SEPTEMBER 22, 2021
Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.
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10 Best Customer Experience Books
Lumoa
MARCH 21, 2023
Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.
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Customer-Centric Culture Barriers and Ways to Address Them
Experience Investigators by 360Connext
APRIL 25, 2023
“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.
Building Your Best Culture in 2019
CX Accelerator
DECEMBER 31, 2018
When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.
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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022
TechSee
JUNE 16, 2022
Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.
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Reshaping The Future of Digital Customer Service: 23 Influential Leaders to Watch in 2023
TechSee
AUGUST 14, 2023
TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.
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40 Best Customer Service Books We’d Recommend to Support Operators
ProProfs Chat
JUNE 30, 2020
Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. 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.
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35 Indicators that a Company Isn’t Customer-Centric
CX Accelerator
NOVEMBER 7, 2023
By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. 14) have a scapegoat culture.
Unlock The 3 Key Net Promoter Score Drivers
InMoment XI
AUGUST 17, 2023
Enable Self Service Through Digital Channels: Invest in user-friendly digital platforms, such as websites, mobile apps, and self-service portals, to facilitate easy self-serve interactions with your business. Train and enable agents to better understand and empathise with customers’ feelings. Book your meeting today
Write Your Company’s Bestselling Customer Service Book
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. They do a new book every year.
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The Five Rules for Affecting Real Culture Change
Beyond Philosophy
OCTOBER 29, 2020
You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.
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10 Things You Must Know to Establish and Preserve Your Customer Service Culture
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.
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114 
10 Customer Service Transformations That Can Overhaul Your Customer Experience
Micah Solomon
OCTOBER 11, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience.
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Why You Must Create and Sustain a Customer-Centric Culture
Beyond Philosophy
OCTOBER 25, 2018
The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? Creating and sustaining a customer-centric culture was the subject of a recent podcast. The first one was, “We put customers first.”. But guess what?
Creating a Customer-Centric Culture That Aligns Employees With Customers
Integrity Solutions
APRIL 16, 2021
Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. A strong, vibrant customer-centric culture is an organic and natural strength that cannot be compromised.
Creating a collaborative contact center culture
TechSee
OCTOBER 10, 2019
Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. By the book. Group effort. Success breeds success.
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5 Top Customer Service Articles of the Week 8-9-2021
ShepHyken
AUGUST 9, 2021
Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.
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148 Top 30 Customer Service Books Every Team Needs to Read
Comm100
SEPTEMBER 22, 2016
“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. ” – Charles W. For Support Team Leaders.
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How to Write a “Relentless” Customer Service Culture Plan
CSM Magazine
OCTOBER 5, 2022
One of the major weaknesses of most organizations is top management’s lack of a customer service strategy. They fail to realize the strategic opportunity on how to use superior service as a vehicle to build market share and market dominance. All three companies provide Relentless Customer Service.
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What is People-First Culture?
Michel Falcon Experience
NOVEMBER 18, 2019
In this video, I describe my People-First Culture. I hope you enjoy and subscribe to my blog to stay up-to-date on company culture, employee engagement, and customer experience strategies! Follow me on LinkedIn and pick up a copy of my book! BOOK — [link]. The post What is People-First Culture?
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The Relationship Economy by John DiJulius (a One Win Book Review)
Customers That Stick
JANUARY 16, 2020
In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service. About The Relationship Economy.
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Celebrating Tony Hsieh's Contribution to CX
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.
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Younger Next Year by Crowley and Lodge (a One Win Book Review)
Customers That Stick
JANUARY 9, 2020
In this One Win Book Review, we take a look at Younger Next Year by Chris Crowley and Henry S. We are starting off the year with a bit of a departure from our normal business books. Lodge, M.D. But since this is the start of a new year, we found inspiration from being healthier (both physically and in business). .
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How to Determine Cultural Alignment in Your Outsourced Contact Center
BlueOcean
JANUARY 27, 2020
We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. BRB gotta develop an app…) – there are key factors that define a company’s culture and how well they would align with a partner company.
Contact Center 177
177 When Genius Failed by Roger Lowenstein (a One Win Book Review)
Customers That Stick
MARCH 4, 2019
In this One Win Book Review, we take a look at When Genius Failed by Roger Lowenstein. Check out the video below to hear Adam’s one win that you can take away from When Genius Failed to improve your organization’s customer experience and customer service. About When Genius Failed. Read the rest here. »
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Customer Service May Not Be Your First Priority, and That’s Okay
ShepHyken
AUGUST 7, 2019
The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.
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THE FOUR GENERATIONS OF CUSTOMER EXPERIENCE: THE PEOPLE FIRST CULTURE ERA (4/4)
Michel Falcon Experience
FEBRUARY 11, 2020
The final installment of my Four Generations of Customer Experience series. THE PEOPLE FIRST CULTURE ERA. (I Watch this video if you want to learn how to build a brand that’s admired by customers, employees and communities alike. I may have a bias towards this era).
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Top 5 Customer Service & CX Articles for the Week of May 29, 2023
ShepHyken
MAY 28, 2023
Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. My Comment: How do you improve the ratings your customers give you?
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The importance of customer culture – an interview with Chris Brown
ijgolding
FEBRUARY 5, 2018
This year, Ian Golding (that’s me), will officially become the author of a book. As CEO and co-founder of MarketCulture Strategies , he, like everyone he associates with, is on a mission to get companies to understand the importance of customer culture: Ian. Is it really possible to measure customer culture?
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Introducing: Ask The Customer Service Trainer
Customers That Stick
JANUARY 15, 2020
As a customer experience expert and customer service trainer, I often get questions about the state of customer service, about different customer service techniques and strategies, and about the future of experience. That’s why we started our new series: Ask the Customer Service Trainer.
THE FOUR GENERATIONS OF CUSTOMER SERVICE: THE INTERNET ERA (2/4)
Michel Falcon Experience
JANUARY 20, 2020
The internet era has HURT customer service. Find out WHY in my second installment of my four-part series that explores the best practices of “The 4 Generations of Customer Experience.” ” Are you interested in improving your company culture, employee engagement, and customer experience?
5 Top Customer Service Articles of the Week 1-10-2022
ShepHyken
JANUARY 10, 2022
Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Customer Service Is the New Upsell by David Wagoner.
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HOW TO COACH MIDDLE MANAGEMENT ON CORE VALUES AND CULTURE FT. RAJ SUPPIAH
Michel Falcon Experience
MARCH 5, 2020
2️⃣How To Coach Middle Management On Culture and Core Values. 3️⃣ How To Create and Maintain Culture Across Multiple Locations and Shift Workers CLICK HERE FOR APPLE PODCAST! Are you interested in improving your company culture, employee engagement, and customer experience?
Culture 78
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Empathy in Action Empathy in Action – Book Review, an Analyst’s Perspective
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. Customer Experience Strategist at Genesys, respectively. Original Article by Jon Arnold.
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Uplifting Service – Book Review from Technology Guru
Up Your Service
APRIL 30, 2017
Because winning with Service today is an essential strategy in EVERY industry, and only those with direct B2C contact like retail, hotels, and restaurants. Uplifting Service book review by Daniel Rimmelzwaan. from the book jacket back flap). Service is a mindset, and it is a two way street.
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10 Best Customer Service Books You Need To Read In 2018
Call Center Pros
AUGUST 27, 2018
But the important thing here is to know that it isn’t the only key to make customers happy. There is a ton of philosophies, tools and strategies that customer service professionals can use in order to gain more customers and, even more important, gain loyal customers. 10 Best Customer Service Books.
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Do Customer Service Jobs Come With Training?
Customers That Stick
MARCH 13, 2020
Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers. Related Stories The Meditations of Marcus Aurelius by Marcus Aurelius (a One Win Book Review) Can Customer Service Be Taught?
Best Customer Service and Experience Articles, Videos, & Podcasts
ShepHyken
DECEMBER 20, 2018
Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. That said, there are still plenty of other phrases and words we, as customers, hate to hear.
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A Customer-Centric Culture Needs a Customer-Centric Leader
Customers That Stick
JANUARY 7, 2020
What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. The Culture/Experience Connection.
Top 5 Customer Service & CX Articles for Week of November 13, 2023
ShepHyken
NOVEMBER 13, 2023
Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. Here are my top five picks from last week.
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Customer Service Week: A Time to Celebrate Customers AND Employees
ShepHyken
SEPTEMBER 30, 2020
And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. This year it’s October 5-9.
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5 books to help you build trust across the customer journey
Eptica
FEBRUARY 27, 2019
Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.
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