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.
Act Like an Author, Think Like a Business is for anyone who wants to learn how to make money with their book and make a living as an author. Many authors dive into the literary industry without taking time to learn the business side of being an author, which can hinder book sales and the money that can be made as an author.
This resource serves as a guide to mastering the art of financial literary success and to help avoid the mistakes that many authors make while learning the ropes on their own. This book helps authors “think outside the book” in order to make money in ways other than book sales and create multiple streams of literary income.
Act Like an Author, Think Like a Business: Ways to Achieve Financial Literary Success
Do you want to make money with your book? Do you want to make a living as an author? There’s more to doing so than simply writing and publishing your book. Many authors dive into the literary industry without taking time to learn the business side of being an author. This could dramatically hinder your book sales and the money you can make as an author. Without a guide such as this, mastering the art of financial literary success can take you years, and you’ll be sure to make mistakes during the learning phase. Some mistakes could cost you money;…
