Customer Bliss

FEBRUARY 18, 2022

If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once again). Know Your Guardrails. Move with Purpose.

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2022 Customer Experience Chief Customer Officer Books 286

ProProfs Chat

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. Customer Service Books on Leadership. Leadership for Great Customer Service.

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Books Customer Service Customer Satisfaction Loyalty 85

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. The following visual of the model is fully explained in the book, and I’ll break down the key ideas below.

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Books Customer Centricity Advertising Culture 52

Russel Lolacher

MAY 4, 2021

” Now a lot of “leaders” will start thinking of innovators like Steve Jobs and his introduction of user friendly technology like the iPhone, or Walt Disney and his theme parks and animation studios, or Brene Brown for her ideas and research on vulnerability and bravery. The post What Will be Your Leadership Legacy?

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Leadership Sports Events Connections 128

CX Accelerator

JANUARY 11, 2021

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. Kay Phelps , Director of Product Marketing at Edify says, “Tony Hsieh provided extraordinary leadership and was a role model for great CX. Blueprint for customer-centricity. ,

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Books Return on Investment Magazine Culture 182

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. About Mark.

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Banking Leadership Net Promoter Score 2015 143

Brad Cleveland Blog

NOVEMBER 18, 2022

Dr. Deming was one of the world’s preeminent quality gurus, and author of the bellwether book, Out of the Crisis. This was years ago, and … Continue reading → The post Who are your innovators? I once had a chance to meet and talk with the late W. Edwards Deming. appeared first on Brad Cleveland.

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Innovation Books Contact Center Call Center 49

Customer Bliss

APRIL 23, 2021

My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Bell tells us why truth is vital to trust.

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Customer Experience Books Consulting Sports 273

Customer Bliss

JULY 11, 2017

She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. Don’t necessarily just pitch the role.

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Leadership Customer Experience 2013 2011 0

ijgolding

SEPTEMBER 21, 2015

The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy. ‘Illustrate’ – using the example of a brand to highlight the three main parts of the book. I can safely reveal the following though.

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Books Brands Customer Experience Chief Customer Officer 91

Kustomer

MARCH 14, 2019

I’m thrilled to use my first-ever Kustomer blog post to announce the launch of Kustomer Book Club. Every other month we’ll be building out a recommended reading list for CX leaders interested in professional and personal development, including staying up-to-date on the latest customer management thought leadership. Please read on.

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Books Culture Blog Leadership 49

ShepHyken

JUNE 8, 2021

Shep Hyken interviews Dr. Jeffrey Magee, one of today’s leading Leadership Strategists. He is the author of Your Trajectory Code and more than 30 other books. ” “When the leadership sets the tone, everyone goes the extra step to deliver great customer service.” What is the role of innovation in business?

Magazine 103

Magazine Leadership Innovation Books 103

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton.

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Books Leadership Hospitality Consulting 148

ijgolding

JUNE 16, 2015

The significance of that date is because it was the year that Jeanne Bliss wrote her first book for CCO’s – if you have never read ‘ Chief Customer Officer: Getting Past Lip Service to Passionate Action ‘ – I urge you to do so. Fortunately help is at hand – and has been since 2006. Happy reading!

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Chief Customer Officer Books 2006 Leadership 86

Micah Solomon

OCTOBER 10, 2018

Let me share an example adapted from one of my bestselling books on the subject. This example, from my first book, co-authored with Leonardo Inghilleri, has been used in the customer service training at certain legendary organizations, and I hope it speaks to you as well. There are two free chapters for you at that link.]

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Leadership Customer Service Seminar Hospitality 68

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. by Sam Frampton. on 13 May 2019.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

One Millimeter Mindset

NOVEMBER 16, 2022

These are the individuals, authors, bloggers, poets, and true thinkers whose books, articles, and posts sing to your soul. Often, you open up a book of theirs, and read the words on a randomly selected page. Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Mentor |.

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Consulting Innovation Books Leadership 81

Russel Lolacher

OCTOBER 8, 2019

I’d recommend his book, Creativity Inc. , I’ve pulled some of my favourite tidbits and takeaways to give you some leadership inspiration. 1) Hire people smarter than you – they’ll make your company and you look good, plus they’ll innovate and problem-solve in ways you hadn’t imagined.

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Leadership Books Culture Engagement 60

Brad Cleveland Blog

NOVEMBER 18, 2022

Dr. Deming was one of the world’s preeminent quality gurus, and author of the bellwether book, Out of the Crisis. This was years ago, and … Continue reading → The post Who are your innovators? I once had a chance to meet and talk with the late W. Edwards Deming. appeared first on Brad Cleveland.

Innovation 26

Innovation Books Contact Center Call Center 26

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Unite leadership in customer-asset growth definition and communication.

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Chief Customer Officer Leadership Definition Metrics 135

One Millimeter Mindset

FEBRUARY 9, 2021

Today’s post features tools from Chapter 3, of my book Do YOU Mean Business? When you begin your mutual Change Professional Places Initiative, you start to professionally innovate together. Today’s post features tools from Chapter 3, of my book Do YOU Mean Business? Click on the link and buy your copy. Contact Babette here.

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Innovation Leadership Books Consulting 90

Brad Cleveland Blog

JULY 15, 2021

So, innovation is the heartbeat of customer experience. But how do you innovate? Innovation, the late Peter Drucker points out in his landmark book, The Discipline of Innovation, is the “effort to create purposeful, focused change in an enterprise’s economic or social potential.”

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Innovation Customer Experience Books Customer Expectations 32

Qualtrics

FEBRUARY 20, 2019

If you’re looking to gain inspiration for your next marketing or branding project, check out these 10 books. They’re filled with ideas about brand storytelling, identity, disruption, and thought leadership. Miller’s StoryBrand conferences and workshops have been popular for years and he finally put his branding thoughts into a book.

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Books Brands Marketing Competitive Advantage 46

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Practice mindful leadership. “Leadership matters. Drive insight-led innovation. “In

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Chief Customer Officer Leadership Innovation Books 133

ShepHyken

NOVEMBER 16, 2021

They are known for practical tools and leadership development programs that stick. award-winning authors of five books including, ?Courageous Courageous Cultures: How to Build Teams of Micro-Innovators,?Problem drive innovation, productivity and revenue without burning out employees. Karin and David are the?award-winning

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Culture Innovation Leadership Books 74

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.

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Books Customer Service Culture E-support 71

ShepHyken

JANUARY 15, 2024

All of a sudden, you start taking risks, experimenting, innovating, and looking for best practices.” Quotes: “If you decide to be competent, you will do the standard, tried and true methods. When you commit to being elite, you’re in a different career pattern. ” “Mindset is the trigger.

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Sports Culture Download Leadership 82

Customer Bliss

DECEMBER 15, 2016

Proactive experience reliability and innovation. One-company accountability, leadership, and culture. I recently saw a new book that was more about overall company strategy that got me thinking. The book is called The Carrot Principle and it mostly talks about recognition and engagement. Communication. Accountability.

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Management 2017 Books Metrics 152

Brad Cleveland Blog

JULY 15, 2021

So, innovation is the heartbeat of customer experience. But how do you innovate? Innovation, the late Peter Drucker points out in his landmark book, The Discipline of Innovation, is the “effort … Continue reading → The post Everyone has a role in customer experience innovation appeared first on Brad Cleveland.

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Innovation Customer Experience Books Customer Expectations 26

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. Rich Sheridan : CEO & Chief Storyteller of Menlo Innovations , and author of Joy, Inc.: They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch.

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Leadership Healthcare Books Feedback 200

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. Ultimate Guide to SaaS Customer Success Metrics.

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Presentation Leadership Customer Success 2017 40

One Millimeter Mindset

FEBRUARY 4, 2021

In Chapter 2 of my book, Do YOU Mean Business? Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. Even when these decision makers are your internal colleagues.

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Leadership Workshop Innovation Consulting 81

Alida

OCTOBER 13, 2016

At the 2016 Customer Intelligence Summit , two innovative brands shared how they’re taking advantage of this trend. Build thought leadership and brand awareness. For the research teams at both Barnes & Noble College and Kelley Blue Book, securing media partnerships and coverage in top-tier publications helped to build buzz.

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Marketing Feedback E Commerce Advertising 235

Customer Bliss

NOVEMBER 29, 2018

In addition to understanding the customer’s POV, she also met with executive leadership to understand their individual perspectives and pain points. Taranto joined the Department in 1999 and has focused on leading innovations and improvements in systems and services for providers and customers.

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Chief Customer Officer Engagement Call Center Leadership 195

Bill Quiseng

MARCH 15, 2022

And be sure to read her book, Built to Win. Details of the book are linked at the end of this post. As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. has the answer.

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Culture Customer Centricity Books Competitive Advantage 103

ClientSuccess

AUGUST 24, 2018

One of those questions asks, “ What are one to three books, blogs, or thought leaders that have greatly influenced your customer success career, and why? ”. We’ve compiled a list of 11 books frontline CSMs should read right now. 11 Books Frontline CSMs Should Read Right Now. Let’s get started! Company : NarrativeDx.

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Books Customer Success Management Chief Customer Officer 40

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. And beyond loyalty is a brand fan.

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2024 Article Customer Service Government 82