Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Today, I’m going to challenge you to go deeper.

Customer Service 256

Customer Service Customer Experience Hospitality Hotels 256

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. Can you sort of take the lead here?”

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

Customer Bliss

OCTOBER 24, 2019

Other organizations have moved into this realm by creating a hybrid Chief Marketing Officer/Chief Customer (Experience) Officer. Foster Good Employee Experience. If you want happy customers, you need happy employees. Do your due diligence in fostering proper communication and engagement internally.

Chief Customer Officer 185

Chief Customer Officer Customer Experience ROI Customer Centricity 185

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. We not only see it every day in practice, our research also bears it out. But that doesn’t mean you can’t develop and coach around these inner factors.

Sales 73

Sales Books Financial Travel 73

CX Accelerator

APRIL 11, 2018

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees.

Customer Experience 182

Customer Experience Wireless Leadership Books 182

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Below are five questions that will help you better define your objectives and identify the right partner for your needs.

Culture 124

Culture Virtual Agent Innovation Technology 124

Kustomer

AUGUST 26, 2022

Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Kustomer

JANUARY 20, 2022

So many CX leaders are dead set on impressing their customers but Jon urges them to go one step further and create a customer relationship where they’re utterly obsessed with your services. Getting them excited to work with you again and to tell others about you…that is a reaction that simple satisfaction does not elicit.”

ROI 143

ROI Books Customers Definition 143

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. We not only see it every day in practice, our research also bears it out. But that doesn’t mean you can’t develop and coach around these inner factors.

Sales 64

Sales Books Financial Travel 64

ShepHyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. And as a result, we’ve become addicted to the on-demand whatever-you-want immediacy, the ridiculously easy swipe-and-receive culture, plus the reassurance that comes with no-hassle returns. Not hardly. . No problem.

Workshop 131

Workshop Social Media 2022 Article 131

ProProfs Chat

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Customer Bliss

FEBRUARY 19, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? ” “They’re just excited to see you.”

Brands 208

Brands Hospitality Chief Customer Officer Return on Investment 208

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. My latest book, Would You Do That To Your Mother? The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received.

Books 100

Books Hospitality Hotels Article 100

Beyond Philosophy

SEPTEMBER 23, 2021

So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question. On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today. In my case, it’s not every time.

Airlines 109

Airlines Net Promoter Score E Commerce Books 109

Customer Bliss

MARCH 29, 2017

I just knew there were certain things I needed to focus on; to do and to achieve. As I grew in age and experience, I took on more responsibility and became hopefully a mentor and role model for others. I came to understand that leadership, integrity, and honesty of purpose is what you do when no one is watching.

Leadership 208

Leadership Culture Telecommunications Customers 208

Customer Bliss

JANUARY 5, 2017

Over the holidays, I read two interesting articles about customer experience. The second article is from Harvard Business Review and called “The Most Common Reasons Customer Experience Programs Fail.” Chatbots are basically AI robots that interact with you through apps. ” (I am not among these experts, no.)

2017 236

2017 Omnichannel Retail Article 236

Customer Bliss

JULY 6, 2017

The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore. So what do you do?

Leadership 243

Leadership Definition Books Metrics 243

Russel Lolacher

MAY 30, 2022

In this episode of Relationships at Work, Russel chats with author and keynote speaker Gregg Ledermen on how being a good human through knowing your values and embracing your vulnerability can make you a better human leader at work. Why you need to know who you are to be a good leader. Finding value-driven leaders.

Leadership 52

Leadership Culture Books Airlines 52

Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees.

Presentation 99

Presentation Leadership Management Books 99

ShepHyken

DECEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department.

2021 67

2021 Article Customer Service 2022 67

Customer Bliss

MARCH 2, 2018

Are you considering applying for the role of Chief Customer Officer (CCO)? If so, you’ve probably already worked in customer experience leadership in some capacity, and have a reasonably clear concept of what an organization is looking for in a CCO. Will You be Supported in Your CCO Role? . What has changed?

Chief Customer Officer 189

Chief Customer Officer Leadership Books Definition 189

Kustomer

FEBRUARY 3, 2022

Gathering data is a must for ensuring customers have the best experience possible because it gives insights that aren’t typically seen in customer interactions. Data has become a key indicator for tracking customer happiness, predicting issues, and understanding customer preferences. The Benefits of AI.

Interaction 98

Interaction Books Metrics Customer Service 98

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC?

Measurement 210

Measurement CEM Telecommunications 2001 210

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli.

Article 129

Article 2021 Customer Service Customer Service Training 129

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Tracking Customer Experience? This is the ‘customer experience gap.’ The Importance of Customer Experience Observability by Linda Chen.

Article 70

Article 2022 Customer Service Retail 70

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles.

2024 52

2024 Customer Success 2023 Leadership 52

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why A Sparkler Beats A Candle Every Time by Dan Gingiss. Which do you think has more impact? Which is more memorable?

Article 84

Article 2021 Customer Service Airlines 84

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Article 70

Article 2022 Customer Service Hospitality 70

BirdEye

OCTOBER 11, 2023

Customer experience can be vital in helping businesses grow and scale faster. Key Takeaways of the “Grow sales by delighting customers” session: Customer delight means going above and beyond the customer expectations in your industry so that you can outshine your competitors. “Customer delight helps business growth.

Sales 110

Sales Social Media Customers Multi-Channel 110

Michel Falcon Experience

DECEMBER 4, 2019

I’d imagine that the person you settled down with in your personal life took the time to get to know you before making any jumps in your relationship such as moving in together or buying your first home. If this typically works to grow fruitful relationships in our personal life than why don’t we do it in our professional life?

Management 78

Management Leadership Culture Definition 78

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. This hints at why building a customer-centric culture is more challenging than you might initially think.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

Natalie Petouhof

AUGUST 15, 2022

As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer others. A new approach. Change management is the key.

Leadership 52

Leadership Books Workshop Banking 52

Russel Lolacher

MARCH 6, 2023

A few reasons why she is awesome — she is a speaker and consultant with 4 decades of experience in marketing, PR and advertising. She is the author of the book I’m STILL Not Done: It’s Time to Talk about Ageism in the Workplace” which was named one of INC Magazine’s 9 Books every Professional Should Read in 2019.

Books 98

Books Definition Advertising Leadership 98

Michel Falcon Experience

FEBRUARY 12, 2020

You can feel it. They’re not the same as when you first interviewed with them. Or, they seemed like a great leader during the interview process, you built rapport during onboarding, you were doing well but then, all of a sudden, their behaviour towards you changed. Something is not right.

Communication 97

Communication Management Leadership Blog 97

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. To be in the same room again with all of you was truly special and a reminder that we were able to transform the “Power Up” mindset into an inspirational rallying cry for the industry.

Connections 59

Connections Contact Center 2030 Events 59