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

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.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Integrity Solutions

APRIL 8, 2024

Sales has always meant navigating highs and lows, dealing with rejection and remaining focused in the face of new business demands and pressures. Exacerbating this issue is the fact that sales training and coaching doesn’t always help salespeople with these internal motivation issues. That’s just the simple truth.

Sales 62

Sales Books Financial Travel 62

ClientSuccess

JUNE 15, 2022

Just as there are always new ideas around succeeding in sales or marketing, it’s crucial to stay up to date on some of the innovative ways to connect and engage with SaaS customers. 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.

Books 52

Books Customer Success Leadership Innovation 52

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

BlueOcean

FEBRUARY 22, 2024

Responsive and Engaged Senior Executives In the late-stage sales cycle, with millions of dollars and a multi-year contract on the line, your potential partner should show up with their heavy hitters at the table. Throughout the RFP process, observe how responsive and engaged the potential partner’s senior executives are.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

Gainsight

MARCH 8, 2023

Once, finance leaders had a simple mandate: Keep the books up to date, make sure the numbers add up, and track where the money flows. Today, financial leadership is transforming once again. Gainsight CEO Nick Mehta champions a concept known as “ human-first leadership.” Look in the mirror. And the whole team is better for it.

Leadership 52

Leadership Financial Workshop Books 52

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?

2013 244

2013 2011 2012 2010 244

BlueOcean

FEBRUARY 22, 2024

Responsive and Engaged Senior Executives In the late-stage sales cycle, with millions of dollars and a multi-year contract on the line, your potential partner should show up with their heavy hitters at the table. Throughout the RFP process, observe how responsive and engaged the potential partner’s senior executives are.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Customer Bliss

JUNE 16, 2016

Every senior leadership team and every executive wants a good customer acquisition strategy, a good customer retention strategy, a strong lifetime value per customer, and a good overall customer experience. The first step is actually around leadership development. The first step is actually around leadership development.

Leadership 141

Leadership Customer Experience Travel Customers 141

Beyond Philosophy

OCTOBER 5, 2015

Unfortunately, you must have the engagement of the senior leadership to be successful. To that end, here’s how to tell if your leadership is not REALLY on board with your CX Agenda: Their schedule rarely (if ever) accommodates a discussion regarding Customer Experience Implications. They send their representative to your meetings.

Leadership 153

Leadership Net Promoter Score Consulting Customer Experience Professionals 153

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. 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.

Books 52

Books Marketing Social Media Advertising 52

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Successful sales people know is about doing something for the customer – not to the customer. Why are you doing the training?

Sales 52

Sales Culture Management Leadership 52

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. and The Nature’s Bounty Co.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

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

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.

Books 148

Books Leadership Hospitality Consulting 148

Integrity Solutions

MARCH 9, 2022

In sales, where rejection is a part of the job even in the best of times and today’s selling environment has grown more stressful, competitive and demanding, signs of burnout are becoming more common across the profession. What causes sales burnout? To address sales burnout, you first have to understand what’s causing it.

Sales 73

Sales Culture Leadership Feedback 73

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. Green’s books The Trusted Advisor and Trust-Based Selling. About Mark. I loved working with Mark!

Banking 143

Banking Leadership Net Promoter Score 2015 143

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Product and process complexity.

Sales 98

Sales Customer Success Engagement Customers 98

Integrity Solutions

FEBRUARY 11, 2022

There’s no denying that there’s been a huge shift in sales in recent years. Many sales leaders—and salespeople themselves—tend to overlook the fact that it takes a sizable mental shift in sellers to stay in the game, especially when the game keeps changing. Here are some key takeaways from that conversation.

Sales 55

Sales Connections Leadership Brands 55

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. Old school, cheesy, but totally on-point.

Culture 244

Culture 2019 Contact Center Leadership 244

Oracle

MARCH 5, 2020

Leaders surveyed for the report identified leadership and management, creative problem solving, and communication among the highest priority skills for their workforce. ” -Dainah Kibera, Sales Operations Manager, Kenya Airways. “You read the books you need to read. There’s no boxes around people.

Leadership 98

Leadership 2020 Customer Journey Technology 98

Customer Bliss

JULY 11, 2017

Catherine co-authored the book “Understanding Your Users,” and is an active writer and speaker on customer empathy, innovation and design. The Ad/commerce space is a major revenue driver at Google, so it was close to a ‘power core’ there and allowed her to work with sales as well.

Leadership 0

Leadership Customer Experience 2013 2011 0

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.

Leadership 56

Leadership E-support Government Communication 56

ShepHyken

AUGUST 30, 2022

Where Sales and Customer Service Meet. Shep Hyken interviews Frank Cespedes, a professor at Harvard Business School and the author of six books, including his latest, Sales Management That Works: How to Sell in a World that Never Stops Changing. Sales and customer service are very closely combined. Selling with Service.

Books 68

Books Sales Leadership Customer Service 68

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. Rashiruleneey Rashid.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

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 71

Books Customer Service Culture E-support 71

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. The sales team is representing the product as it is today and not as they hope it will be tomorrow.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

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.” ” He wrote that Starbucks’ stores, beset by labor challenges and declining sales, need a “maniacal focus on the customer experience, through the eyes of a merchant.”

Article 74

Article Customer Service 2024 Loyalty Programs 74

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Then, the original sales professional is not part of these critical, post sale steps. When gaps in post sale execution persist in organizations and associations, why are internal stakeholders still so surprised? Or worse, something in-between.

Sales 68

Sales Workshop Customer Confidence Touchpoint 68

Michelli Experience

JULY 24, 2018

Leadership skills learned from a great leader. For me, it is also the focus of my first business book When Fish Fly co-authored with none other than Johnny Yokoyama. Excerpting from the Seattle Times article, you can learn a lot about Johnny’s leadership style. His name is Johnny Yokoyama.

Leadership 40

Leadership Retail Consulting Reference 40

ShepHyken

APRIL 14, 2021

In my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I cover a six-step process to getting your customers to say, “I’ll be back.” Leadership should be there along with other employees with varied responsibilities, from sales, support, finance, and more. I’m going to summarize the process here.

Books 147

Books Customer Service Training Leadership Customers 147

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience Leadership Measurement 245

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.

Leadership 208

Leadership Culture Telecommunications Customers 208

ShepHyken

SEPTEMBER 22, 2021

I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. But, I’d like to add some ideas from the new book to supplement this powerful process. . Shameless plug: Get it today!) .

Culture 110

Culture Customer Centricity Sports Definition 110

ShepHyken

DECEMBER 22, 2020

They discuss his new book, Stronger Through Adversity , and share key lessons on how to survive and thrive during challenging times. Call them to thank them for their recent purchase without any sales agenda. You have to have a fluidity of leadership style to a greater degree than prior to the pandemic.”.

Leadership 85

Leadership Books Customer Experience Professionals Customer Centricity 85