Raised in a Belgian retail store, exceptional customer service was a daily conversation topic with my parents. This upbringing made customer experience a natural part of who I am. Realizing the rarity of such service in the broader world, I delved into studying consumer behavior and how companies can respond effectively. Now, I'm deeply involved in the customer experience field, having authored six books and co-founded Nexxworks, an inspiration agency. I share all my insights freely on social channels, driven by a life goal to help everyone become more customer-centric starting tomorrow.
I wrote...
A diamond in the rough: Over a 100 specific tips to build a strong customer culture
Every company has wonderful intentions to make their customers happy but in reality the quality of execution is often average to low. In many cases, the best intentions don’t progress beyond the PowerPoint presentation. Most companies are a ‘diamond in the rough’ in terms of customer experience: they want it so badly but they don’t succeed. In this brand-new management book Steven explains how to transform that diamond in the rough into a shiny diamond. This is a story about infusing your organization with real Customer Culture.
A Diamond in the Rough is a SUPER practical book that contains more than 100 concrete tips to improve your customer experience from tomorrow without the need for extra time or money investments.
The quality of customer experience significantly hinges on the leadership within an organization. Rudy and Henry do an excellent job, using compelling examples and anecdotes, to illustrate how C-level executives can adopt a more customer-centric approach in their leadership.
It's notable that few marketing or consumer experts hold C-level positions, with most executives coming from financial or technical backgrounds. In my view, this book is an invaluable resource for such professionals, aiding them in evolving into more effective leaders focused on customer needs.
I am big fan of Shep Hyken and his work. Shep is an incredibly enthusiastic customer experience storyteller, possessing a knack for providing very practical advice to businesses. In this book, he zooms in on one of the most crucial aspects of customer relationships: loyalty.
I fully agree with Shep's viewpoint that many organizations overly concentrate on acquisition, overlooking the fact that cultivating loyal fans and even ambassadors is essential for long-term success.
How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers.
Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from…
Nearly every time I engage with a company, I sense that they're underestimating the impact of genuinely delighting their customers. Creating a genuinely positive and authentic atmosphere, and demonstrating sincere goodwill, is arguably the most effective business strategy in existence.
Brittany grasps this concept exceptionally well. Her book is brimming with compelling examples and highly practical advice, enabling anyone to start applying these concepts from tomorrow onward.
Superfans aren't just for pop stars and NBA teams.
What if your customers loved your brand the way Swifties love Taylor or Drake loves the Raptors?
In Creating Superfans, entrepreneur, keynote speaker, and fan-engagement guru Brittany Hodak shares the proprietary five-step SUPER Fan System she developed running successful campaigns and products for globally known brands including Walmart, Disney, Amazon, Katy Perry, the Boston Red Sox, and more. With her trademark mix of humor and sharp business insights, she combines entertaining stories from her years of working with major stars like Dolly Parton and KISS with case studies of familiar brands…
Reflect on this: every week, you interact with thousands of brands. How many of these encounters are truly memorable? The reality is that most are mundane and easily forgotten.
What I adore about this book is how it instructs companies to excel in customer interactions at just the right moments. It's not about being extraordinary every second; it's about strategically choosing moments to make an impact.
Ever since I read this book, I've been discussing it in my keynotes almost daily. The concept instantly captivates everyone.
'Beautifully written, brilliantly researched' Angela Duckworth, bestselling author of GRIT
'The most interesting, immediately actionable book I've read in quite a while... If life is a series of moments, the Heath brothers have transformed how I plan to spend mine' Adam Grant, bestselling author of ORIGINALS and OPTION B, with Sheryl Sandberg
In this latest New York Times bestseller by the authors of Switch and Made to Stick, Chip and Dan Heath explore why certain brief experiences can jolt, elevate and change us - and how we can learn to create such extraordinary moments in…
Delivering an outstanding customer experience isn't just about tweaking minor details; it's about continuously reinventing oneself to align with evolving customer expectations.
I found this book unputdownable because it presents a wide array of cases from large companies that have undergone transformative reinventions, akin to a phoenix rising from the ashes.
Peter's skill as a storyteller is exceptional, and his deep, personal involvement in these narratives elevates this book to my all-time favorite on the topic of business reinvention to remain valuable to customers.
Coaching is a wonderful technology that can help people be a force for change… and is often wrapped up in mystic and woo-woo and privilege that makes it inaccessible and/or unattractive to too many. I want being more coach-like—by which I mean staying curious a little longer, and rushing to action and advice-giving—to be an everyday way of being with one another. Driven by this, I’ve written the best-selling book on coaching this century (The Coaching Habit) and have created training that’s been used around the world by more than a quarter of a million people. I’m on a mission to unweird coaching.
The coaching book that's for all of us, not just coaches.
It's the best-selling book on coaching this century, with 15k+ online reviews. Brené Brown calls it "a classic". Dan Pink said it was "essential".
It is practical, funny, and short, and "unweirds" coaching. Whether you're a parent, a teacher, a leader, or even a coach, you can stay curious longer.
Look for Michael's new book, The Advice Trap, which focuses on taming your Advice Monster so you can stay curious a little longer and change the way you lead forever.
In Michael Bungay Stanier's The Coaching Habit, coaching becomes a regular, informal part of your day so managers and their teams can work less hard and have more impact.
Drawing on years of experience training more than 10,000 busy managers from around the globe in practical, everyday coaching skills, Bungay Stanier reveals how to unlock your peoples' potential. He unpacks seven essential coaching questions to demonstrate how-by saying less and…
