Blog & Resources

Must-Read

The 5 Customer Leadership Competencies Every CCO Must Embrace

I had the pleasure of reading Jeanne Bliss's new book, Chief Customer Officer 2.0, and can't wait to tell you why you should read it! It's more than a manifesto and detailed enough to be a handbook, so read on ...

10 Must-Reads for a Better Customer Experience in 2015

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, ...

How Employees Own the Customer Experience with Workplace Book Clubs

It's funny how everything old becomes new again. Apparently, reading is good for us! Of course, reading is a fundamental aspect to learning and growing. But it hasn't always been seen as something to do while at work. Sure, we read ...

10 Must-Reads for Customer-Centric Leaders

Our rallying cry for fewer ruined days continues. We set out this year to help businesses become more customer-centric by asking eye-opening questions and making sense of customer emotions and behavior. Now that we're halfway through the year, we decided to find out which posts ...

Marketing In The Round: Read This Book

In the spirit of full disclosure, let me highlight something before I get started. I am not completely unbiased in this review. I adore Gini Dietrich and have also become friends with Geoff Livingston. So, I was nervous about reading ...

Monday Must-Reads: Ideas Good and Bad

Innovation is key to improving the customer experience. Innovation can sometimes mean experimenting and seeing what sticks. This week, there were a few great examples of trying stuff - sometimes without thinking things through, or, worse, without listening to their ...

Monday Must-Reads: Patient Experience

Customer experience is not always customer experience. Sometimes, it's client experience, patient experience, student experience or parent experience. Knowing your true customer is step one. Start peeling the layers away of the healthcare experience and you are quickly faced with ...

Monday Must-Reads: Reflection

This weekend led to a lot of reflection. The tenth anniversary of that awful, terrible, evil day in September creates many moments of internal brooding and external anger. At least it did for me. Reflection is good. It's not always ...

Monday Must-Reads: Learning About Learning

What a weekend. I flew in and back from Kansas for a family event. I'm a little behind on my Monday must-reads, but found some good stuff to share. This week, it's back-to-school week at my house. The beginning of ...

Monday Must-Reads: Productivity

For me, weekends are about running around with my kids and catching up on, well, you know, just about everything. This week, I thought I'd share a few of my favorite reads on a subject I'm constantly trying to learn ...

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