Showing results for "Customer Experience" in Leadership

From services to products, online to in-person, small-scale to multinational, your customers' loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.

The subscription business model is hot - from software to music to movies to diet programs, investors and public markets want businesses that create recurring payments from unlimited customers. The old sales and marketing methods can handle attracting new customers for growth; however, only in the last five years has a discipline emerged that views growth in relation to retention, not just sales.

Based on six years of research, Harvard Business School professor Thales Teixeira shows how and why industries are disrupted, and what established companies can do to respond--as well as what potential startups must master if they hope to gain a competitive edge. As it turns out, there is a...

A Wall Street Journal Bestseller! From the bestselling author of Growth IQ comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth In the war for customer acquisition, businesses invest millions of dollars to improve customer experience. They...

Welcome to the Customer Experience Lab from Fabricx - the podcast dedicated to helping you create experiences your customers will love, with Si Elliott. Si has over 20 years in customer experience and digital marketing with his agency Diversity. He founded Fabricx (fabricx.agency) the customer experience consultancy to help educate and inspire. Si is a guest lecturer and sits on advisory boards for Nottingham Trent University and the University of Nottingham. Each week Si will sit down with a special guest to discuss all things customer experience and behavioural science. Whether you’re a ...

Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!

A WALL STREET JOURNAL BESTSELLER If keeping employees is a challenge for you, Never Lose an Employee Again offers a proven framework for increasing retention, engagement, and in the process, profits. Joey Coleman, one of the world's leading experts on employee experience, reveals practical...

This book triggers you to think and act strategically, shows what you can learn from business models inside and outside your industry, and urges you to apply those learnings to make your own shift.

Welcome to What Would They Do?, the customer experience podcast for small business owners. Every week, I answer your burning CX questions, and set you up with actionable, out-of-the-box customer experience strategies you can pull off without costly tech tools or lavish corporate marketing budgets! Join me as I explore different aspects of the customer journey, and how a remarkable customer experience can boost customer loyalty, first-time sales and your audience engagement… and so much more! Whether you’re a course creator, membership site owner or service provider, this is the customer ...

Willkommen beim CX TUNING HACKS, dem unverzichtbaren Guide für alle, die ihre Kunden begeistern und ihre Marke als Love Brand etablieren möchten. Ich bin Peggy Amelung, CX-Expertin mit über 20 Jahren internationaler Erfahrung, und nehme dich mit auf eine praxisnahe Reise in die Welt der Customer Experience. Was erwartet dich? Dieser Podcast liefert dir keine trockene Theorie, sondern echte Erfolgsgeschichten, bewährte Strategien und sofort umsetzbare Tipps, um deine CX nachhaltig zu transformieren. Egal, ob du CX-Profi, Unternehmer oder Marketingverantwortliche*r bist – hier findest du ...

Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service. Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new technologies and related issues. Essentially, Adrian is looking for practical clues and insights that will ...

Nick Mehta and Robin Van Lieshout deliver an actionable playbook on how to cultivate meaningful communities that fuel quantifiable business growth. In the book, you'll learn how to capitalize on this new growth strategy to scale your company and develop excitement around your products and your firm. The authors outline the ten foundational Laws of Community, explaining why community development does not need to be expensive and how to integrate community in the heart of your customer journey.

It takes a special kind of magic for a challenger brand to achieve seemingly impossible customer-centric results. It’s that magic that makes Australian telecommunications company Macquarie Technology world leaders in award-winning customer experience. Joseph A. Michelli—the bestselling author of books about brands renowned for their stellar service and outstanding growth, such as The Ritz-Carlton, Mercedes-Benz, and Starbucks—was so impressed by Macquarie’s ability to deliver transformative customer experiences that he felt compelled to share this book.

The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience - the Walt Disney Company. Co-author Bruce Loeffler spent 10 years at Disney World overseeing service excellence. He has partnered with Brian T. Church to show you how to bring that same level of care and value to your own organization.

Selling products online is challenging and can lead to poor customer experiences. In each episode, we explore how entrepreneurs and organizations in e-commerce are delivering delightfully unexpected experiences to their shoppers and customers! Amazon FBA, Shopify, artificial intelligence... We'll discuss what matters today and what you can do to build a better eCommerce business, we'll show you how! :) Appreciate the show? Leave us a review and rating in iTunes, or wherever you get your podcasts! Please and thank you. :) Have an inquiry related to the podcast? Email us: keepsmiling (at) ...

Customers don’t just buy products — they buy experiences, connections, and the way you make them feel. The Customer Connect Podcast helps small business owners turn those moments into lasting profit.Hosted by retail strategist Nicole Keleher, the show explores how customer experience and meaningful relationships give product and service providers their true competitive edge. Through stories, strategies, and practical examples, you’ll learn how to create connections that keep customers coming back.And every month Nicole shares bonus episodes with seasonal business insights — tailored ...

In The Human Experience, John Sills draws upon extensive research and illustrative case studies to explain that the emotional experience is just as important as the functional one, and, if done right, will create a more efficient business. He also demonstrates that the customer experience is not just the responsibility of front-line employees, but shared across the company.

Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips - and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and, in many industries, the key to business success.

The Zappos Experience takes you through - and beyond - the playful, offbeat company culture Zappos has become famous for. Michelli reveals what occurs behind the scenes at Zappos, showing how employees at all levels operate on a day-to-day basis while providing the "big picture" leadership methods that have earned the company $1 billion in annual gross sales during the last ten years - with almost no advertising. Michelli breaks the approach down into five key elements.

In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.