MyCustomer

DECEMBER 7, 2020

Engagement 18 CX & EX books to read in 2021.

Books 122

Books Employee Experience 2021 Engagement 122

Customer Bliss

AUGUST 8, 2019

So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation. into a multi-billion dollar brand.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

Natalie Petouhof

AUGUST 15, 2022

The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate. Original Article by By Stephen Leaden. The answer is not that easy. Organization Commitment Levels.

Employee Experience 52

Employee Experience Contact Center Books Culture 52

ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Employee experience has certainly met some hard knocks during the global pandemic. Michelli is well-known for his books about companies such as Airbnb, Mercedes-Benz, Ritz Carlton, Starbucks, and Zappos. Lynn Hunsaker. Build Connections.

Employee Experience 71

Employee Experience Customer Experience Books Leadership 71

Beyond Philosophy

AUGUST 25, 2015

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. After a less than insightful review, most employees might sigh as well.

Employee Experience 167

Employee Experience Books Culture Reference 167

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Employee Experience is not a fad.

Employee Experience 78

Employee Experience Reference Leadership Culture 78

ShepHyken

MARCH 11, 2020

This explained the company culture and expectations of Disney employees, also known as cast members. In my book The Amazement Revolution , I wrote about Hy-Vee, the regional grocery store chain based in Des Moines, IA. Ideally, the potential employee experiences the store through a different lens than a regular customer.

Employee Experience 136

Employee Experience Culture Customer Service Training Books 136

SurveySparrow

SEPTEMBER 8, 2021

But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer? First, we’ll talk about employee experience management and how an employee experience platform would improve it.

Employee Experience 59

Employee Experience 2021 Management Culture 59

Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. According to Branson’s statement about the policy, “ If you take care of your employees, they will take care of your business.”. Let’s take a closer look at the first element.

Employee Experience 160

Employee Experience Customer Experience Loyalty Programs B2C 160

InMoment XI

FEBRUARY 25, 2022

That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. Further, and equally important, they must focus on optimizing the employee experience. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees.

B2C 529

B2C Employee Experience Culture Touchpoint 529

Customer Bliss

MARCH 21, 2019

One who leads with a vision and principles that can transform both employee and customer experience? Horst definitely knows a thing or two about creating excellent customer service and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. TRANSCRIPT.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

InMoment XI

AUGUST 2, 2023

While it may not be a major driver, there is a subtle undercurrent of customers caring about how companies treat their employees (which manifests itself in the employee experience ) and the origins of their products. Book your meeting today We look forward to discussing how we can support your growth and success.

NPS 260

NPS Customer Centricity Culture Automotive 260

BlueOcean

NOVEMBER 13, 2023

One of his recent podcasts with the CEO from Avaya digs into the role of employee experience—a topic we believe should always be top of mind as the contact center evolves. After all, happy employees create happy customers. If nurturing the employee experience is on your mind as you enter 2024, listen to this podcast today.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

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 266

Books Return on Investment Magazine Culture 266

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

ShepHyken

MARCH 11, 2020

This explained the company culture and expectations of Disney employees, also known as cast members. In my book The Amazement Revolution , I wrote about Hy-Vee, the regional grocery store chain based in Des Moines, IA. Ideally, the potential employee experiences the store through a different lens than a regular customer.

Employee Experience 62

Employee Experience Culture Customer Service Training Books 62

Oracle

MAY 2, 2018

In this episode, Joey and Dan dive into the insights and tactics of Blake Morgan’s book “More Is More,” talk about why you should make your work harder for your business rather than your customers, and explore a unique customer experience campaign from a small art-house cinema in New York.

Customer Relationship Management 71

Customer Relationship Management Books Customer Relationships Management 71

CX Journey

DECEMBER 11, 2018

I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I read the first two books on cross-country travel last week, with time to spare for chatting with my seatmates. (In Image courtesy of Pixabay What's in your library?

Books 60

Books Leadership 2019 2012 60

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

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

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Know Your Guardrails. Who are we together and how do we figure out solutions to the problems?” Move with Purpose.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

Customer Bliss

AUGUST 30, 2021

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. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Books 310

Books Hotels Travel Connections 310

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Erica Sosna.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Kristina Evey

JULY 25, 2019

On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey.

Books 48

Books Culture Customer Experience Employee Experience 48

ShepHyken

OCTOBER 1, 2023

Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other. What an honor. Thank you, Chalmers Brown, for including me.

Article 66

Article Customer Service 2024 2023 66

Qualtrics

APRIL 29, 2020

In this installment of our Employee Experience Visionaries series, we hear from Rick Fountain, Director of Employee Experience at The Hartford, about: How telling stories has shaped his employee experience. On his best employee experience. On his passion for employee experience.

Employee Experience 32

Employee Experience Books Feedback Call Center 32

Qualtrics

MARCH 24, 2021

Here are 21 must-read books on how to build it within your organization and encourage everyone to feel safe and supported so they can be their authentic selves. Our 2021 Employee Experience Trends report highlighted belonging as the new top driver for employee engagement. So You Want to Talk About Race. By Ijeoma Oluo.

Books 26

Books 2021 Download 2019 26

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons. So in a sense, this book has been over 4 years in the making!

Books 79

Books Social Media 2006 Blog 79

ShepHyken

MARCH 18, 2024

How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience. My Comment: Last week, Freshworks shared an article from an interview we did earlier this year.

2024 81

2024 Article Customer Service Government 81

Natalie Petouhof

JUNE 1, 2022

But as Tony Bates and I were doing research for our book, Empathy in Action TM , back in 2019, before empathy became a buzz word, we came to some interesting conclusions. As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance.

Books 52

Books Employee Experience Leadership 2021 52

SmartKarrot

SEPTEMBER 8, 2021

As is said, a book is a man’s best friend. This adage has held true against time and indeed there is nothing like reading a book. With the new times, customer experience as a subject, theme and industry has evolved and various master pieces are brimming up to the libraries. This book is a jewel in the customer experience niche.

Books 11

Books Customer Experience Social Media Customers 11

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. Nick is also the host of the acclaimed podcast, Press 1 For Nick , which ranks among the top 2.5%

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ShepHyken

SEPTEMBER 24, 2019

The Link Between the Employee Experience and the Customer Experience. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). They also talk about the crucial role the employee experience plays in the customer experience.

Customer Centricity 111

Customer Centricity Employee Experience Communication Books 111

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. She even includes several exercises in the book.

Culture 244

Culture 2019 Contact Center Leadership 244

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

ShepHyken

APRIL 16, 2024

This experience reminded me of a chapter from my book, Be Amazing or Go Home. Laura mentioned she had been working at the airport for seven years and was just a few years from retiring. She was friendly and funny, and her positive attitude about her job inspired us. The chapter’s title is Sweep Like Beethoven Plays Piano.

Workshop 152

Workshop Hotels Customer Service Training Books 152