Other Titles
WOMEN: SMART, SAVVY, & SUCCESSFUL
•Balancing Work, Life, and Getting Where You Deserve to Be
Take it from a woman who has advanced degrees, a history of professional leadership in corporate America and entrepreneurial ventures, and has raised a family while traveling on six continents. It ain't easy, but you can do it for fun and profit.
•Leading While Female
One of the world's most acclaimed leaders in customer experience, customer loyalty, trustability, business technologies, and building equity shares her insights from 25 years in the field with clients, companies, CEOs, and real customers.
•You Go Girl!
Winning the Millennial Generation by leveraging the increasing power, influence, and authority of women in business. How to structure a truly collaborative and social business enterprise.
THE FUTURE OF CX IN YOUR INDUSTRY
•Preparing for the Next Great CX Innovations and Challenges In:
Retail
Healthcare
Banking and Insurance
Communications
Travel and Hospitality
Automotive
B2B
DIGITAL B2B
•Customer Advocacy: Recruiting Your Best Customers to the Sales Team
The pinnacle of Customer Success Management is customer advocacy. How to create emotional, human bonds with customers, at scale, and leapfrog your competitors to own the category
•Customer Success: Competing for Sales in the Cloud
SaaS and other subscription-based businesses must cultivate prospects, not just hunt them. How to manage every customer relationship as a Challenger Sale.
•Social Selling: Arm Your Salespeople
Turn salespeople into thought leaders armed with social ninja skills. Learn how to sell based on triggers, insights, and referrals.
HUMAN TO THE MAX
•Empowered Consumers? Or Digitally Augmented Humans?
Today's consumers have digital super powers undreamed of even a decade ago, but affection, trust, and genuine loyalty can't be automated, and will never be outdated.
•Digital Connections, Emotional Engagement
Customer satisfaction doesn't generate loyalty, but dissatisfaction creates disloyalty. Design your customer experience to be frictionless first, then emotionally engaging.
•Delivering Humanity to B2B Customers
Success, more than satisfaction, drives the business customer. But a successful customer success effort will include genuine, human connections, based on emotion and trust.
"CULTURE EATS STRATEGY FOR BREAKFAST"
•Managing a Successful Customer-Centric Transformation
The key isn't technology or data or policy. All these things are table stakes. The key lies in the culture of your employees. How to improve and maintain your corporate culture.
•Self-Organizing Your Way to Competitive Success
When a customer problem comes in, you want your employees to swarm the problem and solve it, without top-down direction. Here's how to make that happen.
CUSTOMER LOYALTY
•Customer Loyalty: What, How, and Why
What it means to "loyalize" your customers, how to do so, why it's worth the money, and three important obstacles that must be overcome.
•Using Customer Loyalty to Make Better Short-Term Decisions
The customer's memory is the most reliable link between the short-term financial effects of current decisions and the long-term shareholder value they might create.
•Are you Loyal TO Your Customers?
Implement CRM processes to make customers more loyal and you'll almost certainly fail. But do it to improve their lives, and you'll almost certainly make them more loyal.