ShepHyken

DECEMBER 18, 2020

As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. I suspect you did as well. What a year 2020 has been!

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ShepHyken

DECEMBER 11, 2023

True customer loyalty extends beyond transactional interactions and loyalty programs. Building authentic, emotional customer relationships can lead to loyalty and increased revenue. Empowering employees to make small decisions and take immediate action to address customer needs can improve customer experience and loyalty.

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Beyond Philosophy

NOVEMBER 3, 2015

These traits inspired loyalty from his team. His wisdom, fierce loyalty, and demanding demeanor shaped me into the leader I am today. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. This position, incidentally, set me on the path to Customer Experience.

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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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BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company.

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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.

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Customer Bliss

JANUARY 18, 2018

Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth. She had to unite leadership and teams in understanding the term definitions, the source of the information, and implications of the data. . Click To Tweet.

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BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company.

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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

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.

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Customer Experience Professionals Books Customer Experience Hotels 56

Micah Solomon

OCTOBER 10, 2018

To use your service level as a competitive weapon, as something that can get on the fast track to customer loyalty, your company needs something better: what I call anticipatory customer service. Let me share an example adapted from one of my bestselling books on the subject. There are two free chapters for you at that link.]

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CloudCherry

SEPTEMBER 1, 2019

In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book? Customer service should be simple right?

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ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. In another one of my books, I cover six “Convenience Principles.” There’s a big difference.

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ShepHyken

MAY 13, 2024

She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.” My Comment: You will want to read this article if you own a restaurant and have a loyalty program. Ease of use. Engaging offers and new products. Personalization. Data analytics.

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Article Customer Service 2024 Loyalty Programs 73

Thematic

JULY 1, 2018

If you missed our webinar “Customer-centric leadership – Lessons from Jeanne Bliss, catch the recording here! Jeanne Bliss, CEO, Customer Bliss: She’s not only driven a 95% loyalty rate at Land’s End and Microsoft, but also written successful books including “Chief Customer Officer 2.0” Enjoy the video!

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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

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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Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design.

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CSM Magazine

NOVEMBER 27, 2018

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. There are more management and leadership books, training, and coaches than ever before. Without authentic communication servant leadership is impossible.

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Beyond Philosophy

APRIL 30, 2015

Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty card benefits just became part of the offer over time. So now what do we do to build Customer Loyalty?

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Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. He has written several books from Secret Service, The Customer Service Revolution to The Relationship Economy.

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Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

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Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. Customer loyalty programs are especially popular among retailers. The company has long claimed that a loyalty program isn’t needed because their prices are so low.

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Loyalty Programs Loyalty Airlines Retail 109

Beyond Philosophy

DECEMBER 31, 2022

Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. In this episode, we explore the role of leadership in Customer Experience and the 5 Rules guaranteed to increase your effectiveness as a leader. It reminds me of rabbits. Check it out here.

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CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Jeannie Walters.

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Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? Leadership is essential when you have a customer strategy that puts the customer at the center of everything you do. Build loyalty. We should then use those strengths in our leadership. Several years ago, Ken Blanchard published a book, The One Minute Manager.

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Customer Bliss

SEPTEMBER 12, 2019

Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” Now, more than ever, the 5 competencies that I introduced in my best-selling book, Chief Customer Officer 2.0:

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ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. However, without fail, I always get asked what can be done to improve customer loyalty. My Comment: I’m a big fan of loyalty programs.

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Article Customer Service 2023 Loyalty Programs 61

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty, but satisfaction isn’t contemporary regarding decision-making or reflective of what is going on in the customer’s real, emotional world. Servant Leadership.

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Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Declare It – Once you have your leadership destination in mind, make it public.

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Customer Bliss

MARCH 29, 2017

Guest Post by Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. Rocky Romanella, author of Tighten the Lug Nuts: The Principles of Balanced Leadership. I came to understand that leadership, integrity, and honesty of purpose is what you do when no one is watching. Being a Balanced Leader.

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Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

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Leadership Customer Centricity Airlines Workshop 79

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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ShepHyken

AUGUST 3, 2021

They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants , a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work. – Customers are trading loyalty for convenience, status, and value.

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Currency Alliance

JANUARY 22, 2020

The top loyalty jobs are tough. Every CEO waxes lyrical about the importance of loyalty. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint. Points alone don’t earn much loyalty.

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Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? The Erosion of Loyalty.

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ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. In fact, you probably spend time trying to inspire people (yourself and team members) to serve and create loyalty-building experiences for other people (customers).

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