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CX Day is the perfect time to advance your personal and collective capabilities through ClearAction’s templates, study reports, assessments, coaching, handbooks and courses. ClearAction Value Exchange is a novel way to increase your influence in tackling silos – the next frontier of CX ROI performance. Get great discounts today!
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.
Getting Your CX Program Unstuck: 3 Secrets From the Trenches event Featured
[09/27/2018] Are your Customer Experience efforts stalled or struggling to show benefits that the CFO will understand? Get the secrets to CX success plus tips on how to deal with common roadblocks and how to use maturity modeling to know where to focus your attention.
How to Drive CX ROI with a Connected Service Experience resource Featured
Customers expect an effortless, connected experience. Business leaders want to see a return from CX investments. Learn how successfully optimizing and connecting service processes to provide a superior customer experience can be the foundation for continued CX momentum and executive support.
Peppered with humorous and enlightening firsthand anecdotes from the author’s career at Amazon, this revealing business guide is also filled with the valuable lessons that have served Jeff Bezos’s “everything store” so well—providing expert advice for aspiring entrepreneurs, CEOs, and investors alike.
Providing both practical advice, tools, and case examples,Employee Engagement translates best practices, ideas, andconcepts into concrete and practical steps that will change thelevel of engagement in any organization.
With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right.
In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call centeroperation, this practical, user-friendly guide outlines how toimprove results measurably, following its principles of revenue generation, efficiency, and customer satisfaction.
Think you know your customers? Think again. The best companies in the world discover what their customers desire-and then deliver it in memorable and deeply human experiences.
Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. Learn how to use alignment diagrams to turn customer observations into insight.
Explosive Growth is a business book like no other. This compelling and inspiring narrative gives you a step-by-step playbook to achieve explosive growth, combining lively and often hilarious storytelling, proven tactics, and numerous case-studies to help your startup achieve explosive growth.
The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.
The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principlesemployed at the renowned leader in customer experience— the Walt Disney Company. Learn how to bring that same level of care and value to your own organization.
The business leaders of our future must anticipate change to create their own opportunities for personal satisfaction and professional success. In Disrupt You!, Jay Samit describes the unique method he has used to invent new markets and expand established businesses.
Here you will find real world advice on a wide variety of topics essential to effective call center management including: Recruiting and Hiring: How to find great agents, what to look for in a candidate, how to weed out applicants, closing the best candidates.
Too many workplaces are driven by cynicism, paranoia, and self-interest. But the best ones foster trust and cooperation because their leaders build what Sinek calls a "Circle of Safety" that separates the security inside the team from the challenges outside.
Whether you’re a manager at a big company, a small business owner trying to boost awareness, a politician running for office, or a health official trying to get the word out, Contagious will show you how to make your product or idea catch on.
Data Science for Business provides examples of real-world business problems to illustrate these principles. You’ll not only learn how to improve communication between business stakeholders and data scientists, but also how participate intelligently in your company’s data science projects.
The lifeblood of your business is a constant flow of new accounts. Whether you're a sales rep, sales manager, or a professional services executive, if you are expected to bring in new business, you need a proven formula for prospecting, developing, and closing deals.
From the Law of Leadership, to The Law of the Category, to The Law of the Mind, these valuable insights stand the test of time and present a clear path to successful products. Violate them at your own risk.
Innovation principles to bring about meaningful and sustainable growth in your organization. Using a list of more than 2,000 successful innovations,including Cirque du Soleil, early IBM mainframes, the Ford Model-T, and many more, the authors applied a proprietary algorithm and determined ten meaningful groupings that provided insight into innovation.
This book is a step-by-step guide for the modern sales professional. We want to give you the framework, knowledge, and skills to fill a sales pipeline with highly qualified opportunities. It’s all practical advice - no cutesy stories, no rants, and no product pitches.
By ignoring the muscle of prospecting, many otherwise competent salespeople and sales organizations consistently underperform. Step by step, Jeb Blount outlines his innovative approach to prospecting that works for real people, in the real world, with real prospects.
Award-winning author Phil Simon shows how intelligent organizations such as Google, Nextdoor, and others are approaching contemporary analytics. At a high level, the text will demonstrate how organizations are applying the same Agile techniques that software engineers and developers have successful used for years, but in a different area: analytics.
When you buy Social Media: Strategies to Mastering your brand for Facebook, Instagram, Twitter and Snapchat, your followers will increase rapidly! You will discover everything you need to know about social media marketing. These crucial and effective tips will maximize your social media presence.
Helping tech-savvy marketers and data analysts solve real-world business problems with Excel. In today's busyoffices, marketers and analysts need simple, low-cost ways toprocess and make the most of all that data. This expert book offers the perfect solution.
From answering basic questions like “What’s the best site for you?” to “How to Tweet” and “What does it mean to ‘Tag’ someone?” to addressing important moral and behavioral issues like how to protect your privacy, this is the essential handbook for anyone who wants to stay up to date.
The author of the bestselling The Art of Innovation reveals the strategies IDEO, the world-famous design firm, uses to foster innovative thinking throughout an organization and overcome the naysayers who stifle creativity. The role of the devil's advocate is nearly universal in business today.
With over one hundred practical tips, tricks, and insights, Guy and Peg guide you through steps to build your foundation, amass your digital assets, optimize your profile, attract more followers, and effectively integrate social media and blogging.