Kate Nasser

OCTOBER 2, 2018

Leaders, managers, and team leaders, lead customer service morale w/ these 5 steps from Kate Nasser, The People Skills Coach, author of new book, Leading Morale. Happy National Customer Service Week! The post Customer Service Morale: 5 Key Leadership Steps | #CustServ #NCSW18 appeared first on KateNasser.com.

Leadership 72

Leadership Customer Service Books Customers 72

ShepHyken

AUGUST 31, 2021

His 20-year professional career included leadership positions at McDonald’s, Discover, and Humana. He is an author of two books ( The Experience Maker and Winning at Social Customer Care ) and the host of multiple podcasts and video series. is a customer service and experience expert,? Shep Hyken ?is

Social Media 144

Social Media Leadership Books Customer Care 144

BlueOcean

JANUARY 27, 2020

That said, in our books, understanding another company’s culture is still largely experiential. Leadership You Trust… And Like. At the heart of a company’s culture is a leadership team who shapes – intentionally or not – that culture. Is leadership involved in the communication process early on in the process?

Contact Center 177

Contact Center Culture Leadership Communication 177

ShepHyken

AUGUST 7, 2019

That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Entire books have been written about how to create a culture.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. 4. Management and Leadership Interactions. Extend these observations to the company’s leadership team. Is your visit well organized?

Contact Center 159

Contact Center Culture Leadership Engagement 159

Michelli Experience

NOVEMBER 21, 2017

Extraordinary employee and customer care. One of the many competencies required of leadership is knowing where to invest a company’s finite resources. While leaders at Family Video were investing in real estate, they were also investing in leadership development incentives. Extraordinary Employee and Customer Care.

Leadership 58

Leadership Entertainment Financial Consulting 58

Gainsight

JANUARY 18, 2021

A native of India, he attended graduate school in northern California, partly inspired by the book called ‘Only the Paranoid Survive’ by Andy Grove. I think entrepreneurship just teaches you that in a very intuitive way, that reading a lot of books about it may not do.”. Commerce, Customer Care, and Content .

Wireless 52

Wireless Leadership Books Culture 52

Customer Bliss

MARCH 14, 2017

She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company. Because Brainshark has been around 17 years, they have a huge renewal book of business.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Books 219

Beyond Philosophy

SEPTEMBER 17, 2020

Moreover, annual reports often have statements from the CEO and other leadership about the company’s plans. in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Townsend has a few suggestions when it comes to practical tips about the effects of esthetics on customer behavior.

2002 163

2002 Fashion Financial 2005 163

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s leadership clearly understands the experience for the customer goes way beyond putting the lid on the soup. Leadership at this particular store saw it as important, and I’m betting it’s a consistent experience at other stores, too. Empowered Employees Outshine "By the Book" Service.

2013 252

2013 Customer Service E-support 2014 252

Beyond Philosophy

APRIL 14, 2015

If you don’t see Customers there, they didn’t make the cut. Ask yourself, does the Customer Care Center receive accolades publically? Many times Customer service employees are treated like second-class citizens. When was the last time it highlighted the work of the call center or Customer care reps?

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

Customer Bliss

MARCH 28, 2018

CCO of Brainshark, Diane Gordon , and I talk about the skill development necessary to grow into a customer-facing role — and how that professional journey into CX can really start from anywhere: I wish that I really understood that it’s not enough for customers to just be happy. CX #CustExp Click To Tweet.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ShepHyken

MARCH 16, 2018

Her first book, The Language of Leadership, was named a main selection by the Executive Book Club. Principled Persuasion, a more recent title, was designated a Director’s Choice by the Doubleday Book Club.

Blog 76

Blog Customer Service Representative Books Customer Centricity 76

ChurnZero

JUNE 12, 2020

If you replied, “Customer Success Director or above,” you’re not prioritizing your team by spending valuable leadership time on administration when it should be used to build your team’s strategy and remove obstacles in their way. If you don’t prioritize your life, someone else will,” writes Greg McKewon in his book Essentialism.

Customer Success 80

Customer Success Metrics Leadership Customer Retention 80

ShepHyken

NOVEMBER 11, 2016

I was re-booked there the following year, right? I was referred to a colleague who booked me the following year, right? Visit Andy-Masters.com or email Andy@Andy-Masters.com for books and schedule availability. Pretty cool. The moral of the story? In fact, over three years went by, and I didn’t hear anything from Marilyn.

Blog 114

Blog Books Presentation Entertainment 114

Joe Rawlinson

AUGUST 15, 2018

Several insights can be ascertained, like trends in customer complaints, geographic trends and time differences between product purchases and initial complaints. More training for customer care executives = More satisfied customers. You can use Chatbots to address routine customer queries and complaints.

Customer Satisfaction 88

Customer Satisfaction Customers Brands Customer Care 88

ijgolding

JULY 18, 2018

The Customer Service Summit is a two-day event bringing over 150 senior customer experience, customer service and social customer care leaders together to discuss strategies for delivering effortless, efficient, and engaging customer experiences in an age of everchanging customer expectations.

Events 49

Events Customer Service Customer Experience Customer Care 49

ShepHyken

JANUARY 17, 2018

Our sales rep said she would go back to her leadership team and ask them to honor last year’s contract terms. But I had to wonder, who on the leadership team was so short-sighted as to charge $25 for something they could simply give away? She came back and said they reduced the cost to us to $25. I never heard from that person.

Hotels 49

Hotels Leadership Banking Customer Service Training 49

Wootric

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Colin Shaw. Maxie Schmidt. Steven Van Belleghem.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Amity

NOVEMBER 6, 2017

There is still time to reframe your approach, but first things first, you need to get this customer on a call. Below are some useful tips to get unresponsive customers to finally get back to you. There’s nothing like a sneak peek to make a customer feel special. Tease Them With Your Product Roadmap. Congratulate Them.

Roadmap 81

Roadmap Blog Metrics ROI 81

Gainsight

DECEMBER 20, 2020

This past weekend I took the time to start (re)reading the book that Ashvin and Ruben wrote last year. What is the consumption gap (as it relates to Customer Success)? Conduct value discussions : What does value mean for the customers? What does the customer care about?

ROI 59

ROI Events Customer Success Document 59

LiveChat

NOVEMBER 16, 2018

3E content seeks to build your authority and thought leadership in your space via content that provides education , entertainment , or experience. The contact center or call center is usually the most expensive cog in the customer service wheel for most companies. doesn’t have a customer care number. Quality Over Speed.

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

Michelli Experience

APRIL 18, 2017

About 7 years ago, while working on my book The Zappos Experience , I remember talking to the CEO of Zappos, Tony Hsieh, about his company’s culture of customer experience excellence. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell. Appreciate the impact of customer care.

Airlines 92

Airlines Travel Transportation Customer Centricity 92

Natalie Petouhof

JUNE 9, 2016

The six areas are: increased revenue through new products and services; enhanced communications, marketing and public relations; improved employee engagement; better business cost efficiencies; expanded business value in customer service; and heightened senior leadership and board member business guidance.

Technology 45

Technology Leadership Customer Centricity Books 45

Innovative CX

OCTOBER 24, 2019

. · Consider applicants to be as important as customers and employees – and treat them as such. Develop marketing campaigns that feature purpose and meaning, a different kind of relationship with their bosses, and transparency of the company and its leadership on social media – all things that are important to millennial workers.

Net Promoter Score 40

Net Promoter Score Social Media Culture Metrics 40

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Blake Morgan. Bob Thompson. Bruce Temkin.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Service Untitled

APRIL 19, 2011

Emotionally intelligent people are able to know and control their emotions to produce higher sales, better productivity, and assume better leadership roles. Emotional intelligence, according to Daniel Goleman, author of the 1995 book “Emotional Intelligence&# has five basic principles necessary to become a leader.

Customer Experience 56

Customer Experience Customer Service Representative Loyalty Travel 56

Customer Bliss

JUNE 26, 2019

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . When we make customers’ time our priority, the frantic texting and the dialing and the calling and the tweeting doesn’t start.

Metrics 201

Metrics 2018 Customers Leadership 201

C3Centricity

OCTOBER 22, 2018

I often wonder how we so easily forget that customer service is after all just two people connecting and engaging for mutual benefit. Is that how your own customer care centre exchanges feel? How do we so easily forget that customer service is just two people connecting and engaging for mutual benefit?

Healthcare 81

Healthcare Consumers Customer Service Hospitality 81

Michelli Experience

APRIL 18, 2017

About 7 years ago, while working on my book The Zappos Experience , I remember talking to the CEO of Zappos, Tony Hsieh, about his company’s culture of customer experience excellence. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell. Appreciate the impact of customer care.

Airlines 40

Airlines Travel Transportation Customer Centricity 40

CSM Magazine

APRIL 17, 2023

For instance, you can read about how to run a read-a-thon to raise money to purchase books for a school library, or how to organize a charity auction. Devise a Leadership Team Putting together a leadership team is a critical step in the planning process for any successful fundraising event.

Events 10

Events Social Media Advertising Return on Investment 10

SmartKarrot

JULY 30, 2021

Work closely with their sales, product, marketing, product, and customer care teams to deliver exceptional client experiences and be the true voice of the customer. Thought leadership for best practice and other useful insights into product development and scaling tech start-ups.

Customer Success 10

Customer Success Workshop Customer Retention Government 10

Natalie Petouhof

JULY 18, 2015

In Ray Wang’s book: Disrupting Digital Business: Create An Authentic Experience in A Peer-to-Peer Economy says Digital Darwinism is not kind to those who wait to understand the transformation and choices business have to make, and make now. I’m not saying whether they are right or wrong in doing so.

Fashion 61

Fashion Brands Books Customer Experience Professionals 61

Stella Connect

MAY 4, 2017

In this fast-paced, and content-rich presentation, Shep will share some of the 52 ‘Amazement Tools’ featured in his book of the same name. Learn best practices, tactics, and strategies to help them deliver the most amazing customer service on the planet.”. “Delivering amazing service. doesn’t take a title.

Contact Center 40

Contact Center Presentation Culture Customer Centricity 40

Comm100

AUGUST 11, 2016

How can you help them improve their customer service skills? Leadership. Even if they aren’t a supervisor, manager, or director, an operator’s role is to serve as a guiding light for customers who need a bit of extra (or a lot of) help. For you, no customer is a lost cause. Every operator is a leader.

Customer Service 44

Customer Service Multi-Channel E-support Download 44

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Service 59

Customer Service Customer Experience Magazine Books 59