Beyond Philosophy

MAY 28, 2020

It won’t be good for your career, your team, or your bottom line. His book, Alchemy: The Surprising Power of Ideas That Don’t Make Sense , explores the art and science of making your products and ideas irresistible to customers. The customers tell the marketing team what they want, and then the organizations implement these changes.

Metrics 371

Metrics Engineering Consulting Consulting 371

Beyond Philosophy

OCTOBER 23, 2017

When Thaler began his career, economic theories largely assumed that people would respond rationally to situations. In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. Behavioral Economics and Irrational Behavior. appeared first on.

Marketing 325

Marketing Consulting Consulting Government 325

Beyond Philosophy

SEPTEMBER 18, 2016

million in stock and options was earned over her entire career, and not just the five years where the fraud took place. Our latest book explores the emotional and psychological interactions that drive customer’s behavior, and Wells Fargo illustrates what can happen to these perceptions when things go wrong. Furthermore, the $124.6

Banking 416

Banking Construction Accountability Sales 416

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

MARCH 30, 2023

But I digress…) Rule #3: Fail to adapt to change. In the book, Handy shares the S-curve. What Handy wrote in the book is that the time for change is right before you reach the top of the first curve, when everything is performing well. When exposed at a 1989 concert in Connecticut, their career was over.

Feedback 195

Feedback Marketing Consulting Consulting 195

Beyond Philosophy

DECEMBER 5, 2022

Recessions are also a time of change. Twenty years ago, Charles Handy wrote a book called The Empty Raincoat. In the book, Handy writes about the ubiquity of change. However, once it goes over the top and comes down the other side, the CEO gets sacked, and changes start. However, they rarely stay there.

Banking 195

Banking Best practices Consulting Consulting 195

Beyond Philosophy

APRIL 16, 2021

For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want to see in the world. I am sharing the five rules for dealing with company politics that I learned over my career.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

APRIL 27, 2015

So with all of these great things going in my career, why did I want to leave? After reading a great book called “Who moved my Cheese?”, Yes, I had achieved what I set out to achieve at the beginning of my career. I am sure more than one of you reading this is considering a big career move. It’s simple, really.

Consulting 268

Consulting Consulting Customer Experience Personalization 268

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. If you've not read his book, , Delivering Happiness: A Path to Profits, Passion, and Purpose, I highly recommend you add it to your reading list.”.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

Beyond Philosophy

MARCH 27, 2017

He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”. Can They Change? Big Changes at airbnb. Bewildered?

Airlines 337

Airlines Consulting Consulting Engineering 337

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. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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. I hold nothing back.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Beyond Philosophy

AUGUST 18, 2022

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Cain says people think about leaders and people who change the world as extroverts, and many of them are.

Personalization 367

Personalization Consulting Consulting Management 367

Beyond Philosophy

NOVEMBER 20, 2015

I had the idea of a second career. Five books later, many keynote speeches, and many radio and TV interviews behind me, I am on my way to that goal. Fear could have stopped me from changing my career and my life for the better. Colin is an international author of five bestselling books and an engaging keynote speaker.

Consulting 344

Consulting Consulting Customer Experience Accountability 344

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.

Consulting 148

Consulting Consulting Enterprise Customer Experience 148

Beyond Philosophy

MARCH 28, 2019

You can’t rule the world or change human nature, but you can deal with it and use models of thinking that manage uncertainty. Most of my career I spent in corporate life. However, where there is change, there is opportunity. However, where there is change, there is opportunity. How People Cope with Risk.

Management 359

Management Consulting Consulting Benchmark 359

Beyond Philosophy

NOVEMBER 4, 2021

I read Joe Pine’s book, The Experience Economy , and felt inspired by it. So my strategy was to give my boss the book with pages marked for him to read. . That would cause a problem with Rachel’s career. If you want to change what your customers are doing, you need to motivate them.

Metrics 195

Metrics Consulting Consulting Customer Experience 195

Beyond Philosophy

MARCH 23, 2023

I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Still, it was probably called something else before that and may change to something else later. So their Reference Point changed, and not in a good way.

Management 195

Management Personalization Customer Experience Consulting 195

Beyond Philosophy

MAY 30, 2016

I have learned much about professionalism and careers since then. The NFL draft taught us this year that poor judgment on social media hurts your career. The world has changed since 1980—in good ways and bad. I have changed, too. What insights have you gained in your career? It was also a long time ago.

Consulting 283

Consulting Consulting Personalization Accountability 283

Totango

MARCH 1, 2022

What recommendations do you have for women who are interested in starting a career in tech and/or advancing their current careers in this industry? . Do you have any suggestions for encouraging more young girls to explore careers in technology? . RD : Collaboration with creative people and the constantly changing market.

Education 101

Education Technology Engineering Enterprise 101

aircall

SEPTEMBER 15, 2021

Beyond hitting your sales goals, focusing on professional development is key to growing your career. To help us source the best sales books on the market, we spoke to Sean Hayes , Aircall’s Director of Business Development for EMEA, for his go-tos. The Aircall Team’s Top 10 Sales Books. The Aircall Team’s Top 10 Sales Books.

Sales 62

Sales SaaS Best practices Metrics 62

ClientSuccess

JUNE 15, 2022

The world of SaaS vendors is constantly changing, and keeping up with the new trends, strategies, and ideas isn’t always easy. 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. This book has the answers.

SaaS 52

SaaS Education Sales Marketing 52

Beyond Philosophy

APRIL 9, 2021

As my career progressed, the number of people I managed grew until it reached 3,500 in all. Once the number of people I managed went above that 150-160 mark, I lost touch and it changed how I led the team. Consider how the pandemic has changed behavior for all of us. When I look back on this time, it is with fond affection.

Management 391

Management Accountability Consulting Consulting 391

CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. Leaders must face the fact that there is a need for a fundamental and significant change.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Beyond Philosophy

MAY 16, 2016

If we change it, if we change our formula for happiness and success, we can change the way we affect reality.”. In other words, by changing how you measure happiness and how you define it, you can achieve it. Lutz shared a story about how she too was abandoned early in her career by a coworker.

Consulting 0

Consulting Consulting Sales Personalization 0

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. You, and you alone, are in charge of your professional development and career. Customer Success Blogs. Customer Success Books. Udemy Customer Success Courses. Industry Webinars.

SaaS 98

SaaS Personalization Accountability Education 98

Beyond Philosophy

SEPTEMBER 8, 2015

With all this time and energy invested in writing books , writing posts came naturally to me. Here are some of my examples of the tips: My most viewed post: 15 Statistics That Should Change The Business World—But Haven’t. I changed it and apologized. But don’t take it personally. Learn from it and move on.

Consulting 231

Consulting Consulting Marketing Personalization 231

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. With that in mind, I want to pause for a moment and echo the words of Jeff Toister in his brand new book, Customer Service Tip of the Week. Click here to read the original post. I couldn’t agree more!

Customer Service 104

Customer Service Contact Center Personalization Customer Experience 104

PeopleMetrics

JULY 17, 2018

In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. New customers may see the change as a bait and switch, while those close to renewal of their contract may think about switching to another carrier, and they begin to flood social media with complaints.

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

24-7 InTouch

MARCH 8, 2023

Other challenges include a lack of support and funding from executives, understanding the critical areas that need to be addressed, providing training courses and resources that produce real change, and the bottlenecks and barriers that prevent real progress from being done. Q: How can women leverage their strengths to grow their careers?

Metrics 98

Metrics Personalization 98

Nicereply

MARCH 14, 2023

These 17 books contain critical lessons that every support manager will benefit from. And what better way to expand your knowledge than picking up a book? Books are a fantastic resource to develop a brand new skill or to complement and improve an existing skill—like leading a team or hiring effectively. Books on communication 1.

Management 98

Management Call Center Metrics Entertainment 98

TeleDirect

AUGUST 10, 2022

The world has changed rapidly over the past few years. Call centers of all types helped society run when the world changed due to Covid-19. In 2021, America experienced what was referred to as “the Great Resignation,” when more than 41 million people quit their job, changed careers or left their company for a similar role elsewhere.

Call Center 62

Call Center outsourcing Business Process Outsourcing Transportation 62

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. However, I have changed my opinion over the years. Reichheld is the author of many books on customer loyalty and invented the Net Promoter Score (NPS). I felt like if a customer wanted to be a customer, I should let them. My journey to this point has spanned 40 years.

Airlines 248

Airlines Accountability Banking Telecommunications 248

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. But with a huge range of books now available, and a limited amount of time, how can you ensure you are reading the most important titles for your business and career?

Journey mapping 93

Journey mapping Best practices B2B Sales 93

ProProfs Blog

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. 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 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

CSM Practice

JULY 15, 2020

The Internet offers endless resources for research, news, reference, and books about Customer Success. There are many Customer Success books that are published every year. In this blog, we ‘re going to highlight the Top 10 must-read Customer Success Books for CSMs and aspiring CS practitioners.

Customer retention 52

Customer retention Marketing Management Sales 52

CSM Practice

JULY 15, 2020

The Internet offers endless resources for research, news, reference, and books about Customer Success. There are many Customer Success books that are published every year. In this blog, we ‘re going to highlight the Top 10 must-read Customer Success Books for CSMs and aspiring CS practitioners.

Customer retention 52

Customer retention Marketing Management Sales 52