Book Report

We’re excited to give you an overview of an important book, you should know about, as well as share some of our favorite passages as part of our next BOOK REPORT!

Episode 36: The Role Messaging and Automation Will Play in the Future of Customer Service

Why direct messaging is crucial to the customer experience of tomorrow when a “free” cruise isn’t really free, and how a CEO reports to his employees.

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Episode 33: A Simple Way to Test Your Customer Experience

The question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail experience.

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Episode 21: A Simple Idea to Build Great Customer Relationships

How something unrelated to your business can be a great way to build strong customer relationships. Why making your life harder is the best way to make the customer experience better.

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Episode 19: How Customer Experience Creates Your Brand

Why customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate.

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Episode 14: How to Create the Ultimate Service Culture

Why a great service culture starts with corporate culture, how brands are pushing new frontiers in experiential marketing, and what gas rewards can teach us about the importance of a frictionless customer experience.

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Episode 4: How Game of Thrones Turns Customer Experience on Its Head With a Single Block of Ice

Two things can transform the experience of any customer: trust and superfans. Trust your customers, tell inside jokes to superfans, and you will be rewarded with repeat business.

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