Up Your Service

APRIL 30, 2017

Uplifting Service book review by Daniel Rimmelzwaan. In this book, Ron Kaufman lays out the steps you can take to build a sustainable culture that delivers outstanding service every day. from the book jacket back flap). His session took all morning, so he was able to really drill down into his views on service culture.

Books 75

Books Technology Culture B2C 75

eglobalis

NOVEMBER 14, 2020

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

Books 170

Books Employee Experience 2021 2020 170

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. Techniques for promoting collaborative contact centers.

Contact Center 117

Contact Center Culture Average Handle Time Wireless 117

Customers That Stick

JANUARY 16, 2020

In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Technology has provided us with unprecedented advances, information, knowledge, instant access, and entertainment. Technological advancements are critical to every business staying relevant. About The Relationship Economy.

Books 78

Books Entertainment Customer Centricity Culture 78

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. ” This brand-new book was co-authored by Tony Bates and Dr. .” Original Article by Jon Arnold.

Books 52

Books Customer Centricity Advertising Culture 52

Beyond Philosophy

JULY 17, 2017

But many others look to technology. But technology alone is never the answer. It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction. Digital technology can enhance the customer experience. But it’s only part of the equation.

Technology 132

Technology Touchpoint Workshop Books 132

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

eglobalis

NOVEMBER 21, 2019

Customer Experience Best Books of 2019 -2020 Yearly List. The post Customer Experience Best Books of 2019 – 2020 Readings appeared first on Eglobalis.

Books 110

Books 2019 2020 Customer Experience 110

InMoment XI

FEBRUARY 25, 2022

In other words, there is much vocal punditry, and even whole books, on this subject, but little substantive proof of connection or cause. Saboteurs are active and frequently vocal detractors about the organization itself, its culture and policies, and its products and services.

B2C 529

B2C Employee Experience Culture Touchpoint 529

TechSee

MARCH 11, 2024

Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. These technologies are often confused, as both Conversational AI and text-based Generative AI can automate natural language interactions.

Culture 124

Culture Virtual Agent Innovation Technology 124

ReviewTrackers

JULY 15, 2020

Technology has advanced tremendously since the first mobile phone was used in 1973. Access to the Internet is possible on smartphones today, and smartphones are one of the causes of the explosion of online consumer culture in the Western world. Technology is Transforming the Customer Experience.

Technology 114

Technology Customer Experience E Commerce Social Media 114

ClientSuccess

JUNE 15, 2022

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. This book has the answers. Customer success is a driving force of your corporate goals, and this book is an excellent start for any team looking to implement tried-and-true strategies for success.

Books 52

Books Customer Success Leadership Innovation 52

CSM Magazine

MARCH 20, 2023

Marketing books can answer these demands with hard facts. Students should check out several books if they want to ace marketing assignments. Holt This book is a must-read for those interested in the history of popular American brands. The author attributes their success to “cultural branding.” Be sure to check it out!

Books 52

Books Marketing Social Media Advertising 52

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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. I learned this from a couple of different chiefs, over in Colorado, so they started a book club.

Culture 98

Culture Connections Leadership Communication 98

Experience Investigators by 360Connext

JANUARY 18, 2022

One of the traits of successful organizational culture is how that intangible but important aspect of culture – how we want all employees to see who we are and where we fit in the world – needs to be “pervasive,” according to research published in the Harvard Business Review. But what about your technology team?

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

CSM Magazine

JULY 20, 2023

Consider the technological infrastructure required to support remote work, including secure network access and reliable communication tools. Cultivating a Supportive Work Environment Employee well-being is central to a thriving hybrid work culture. Begin by evaluating the eligibility criteria for remote work.

Culture 40

Culture Communication Document Books 40

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Books 127

Books 2018 2019 Customer Experience 127

Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Micah even discusses how technology has and will change the guest experience. So buy this book.

Hospitality 149

Hospitality Culture Hotels Guest Experience 149

Alida

APRIL 28, 2016

The saga between the Silicon Valley writer and the marketing automation software company dominated tech publications this month as Lyons’ new book, Disrupted: My Misadventure in the Start-up Bubble , was released. And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Embrace brand authenticity.

Culture 133

Culture Engagement Books 2013 133

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.” But other times we can take the wisdom someone else has so carefully researched, developed, and discovered by reading a book in your free time. ” – Charles W.

Books 70

Books Customer Service Culture E-support 70

Beyond Philosophy

APRIL 25, 2019

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software. Even my phone password is my face. But is it creepy ?

Technology 118

Technology Entertainment Consulting Information 118

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Embracing Technology: A Gateway to Innovation 1. Cultivating a Customer-Centric Culture 1. Even long-established businesses can embrace change and revolutionize their customer interactions.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. So treat yourself to a book every quarter. Books for Product Managers. Books for Product Managers. Blogs for Product Managers.

Books 80

Books Blog Management Leadership 80

Customer Bliss

AUGUST 30, 2021

Technology alone will not solve everything. They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Why Good Customer Experience Starts With Your Internal Culture. Customers need a healthy dose of both.

Books 310

Books Hotels Travel Connections 310

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. End of story.

Culture 71

Culture Workshop Leadership Books 71

Oracle

AUGUST 9, 2019

Here are a few ways that CX technology is delivering on a modern honeymoon experience. With the help of virtual reality (VR) , couples can now put themselves into resorts to get a feel for the experience before booking any travel. The post How CX Technology Is Changing the Honeymoon Experience appeared first on SmarterCX.

Technology 76

Technology Travel Document Hotels 76

eglobalis

FEBRUARY 26, 2018

Top 30 Customer Experience New Books, I Read in 2017 and 2018 Expected Books. The post 30 Top Customer Experience New Books I read in 2017 & Expected Books for 2018, Which I Highly Recommend! appeared first on Eglobalis.

Books 96

Books 2017 2018 Customer Experience 96

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. Upgrade your technology. [Originally published in Forbes.com. Here are three ways to reach Micah: email, chat, web). email, chat, web).

Customer Service 256

Customer Service Customer Experience Hospitality Hotels 256

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success. 10 Best Customer Service Books.

Books 40

Books 2018 Customer Service Call Center 40

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. Then, competing customer retention cultures are sustained by traditional workforce hiring practices. Subscribe to my blog.

Customer Retention 61

Customer Retention Culture Workshop Customer Focused 61

COPC

JANUARY 9, 2024

By adopting new technology and expanding our team’s capabilities, we’ve contributed to Mastercard’s overall growth and positioned the company among the leaders in the contact center industry. A few years ago, we recognized the importance of enhancing our Global Customer Care team.

Customer Experience 74

Customer Experience Net Promoter Score 2024 Customer Care 74

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Woo, Wow and Win , a recent book by Thomas Stewart and Patricia O’Connell gives some useful tips on where to start. Essentially, it recommends building a service culture based on 5 key principles: 1). Published on: February 22, 2017.

Culture 55

Culture Customer Focused 2017 Effort Score 55

COPC

MARCH 11, 2024

Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts? Performance Culture Are new hires aware of how their role aligns with the overall strategy? See Figure 2. A lack of engagement can lead new hires to reconsider their decision before starting.

Call Center 97

Call Center Contact Center Culture Engagement 97

CloudCherry

FEBRUARY 6, 2020

After all, he wrote the book. (No No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week.

Books 195

Books 2019 Customer Centricity 2020 195

Natalie Petouhof

FEBRUARY 6, 2022

These questions are at the heart of an important new book by Tony Bates and Dr. Natalie Petouhoff called Empathy in Action: How to Deliver Great Customer Experiences at Scale. The book couldn’t have come at a better time. I particularly love how deeply aligned the book is with Thrive Global’s mission.

Books 52

Books Culture Roadmap Technology 52

ShepHyken

MAY 28, 2023

All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own. I’ve personally read nine of the eleven books featured on this list. I refer to this as a hospitality mentality.

2023 64

2023 Article Customer Service Books 64