Reading For Success

This week, Kristen Hayer  wraps up her review of:

•  “Onboarding Matters” by Donna Weber.

This episode also comes with a bonus of an interview with Donna. Be sure to check it out!

To read more about Kristen's thoughts on charging for Customer Success, you can find her article here.

Next week, Kristen will continue her review with chapters 13-16. If you'd like to read along, you can purchase a hard copy or Kindle edition here.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.

This week, Kristen Hayer reviews:

•  Chapters 10-12 of “Onboarding Matters” by Donna Weber.

How do you measure the effects of your customer success team? How do you demonstrate your worth to your employer? These two chapters can help you sort out those important details.

Next week, Kristen will continue her review with chapters 13-16. If you'd like to read along, you can purchase a hard copy or Kindle edition here.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.

This week, Kristen Hayer reviews:

•  Chapters 3 -9 of “Onboarding Matters” by Donna Weber.

This is the bulk of the book and it may seem like a lot, but the chapters fly by. These chapters make up the bulk of the Orchestrated Onboarding framework that is at the heart of Donna’s
book.

Next week, Kristen will continue her review with chapters 10-12. If you'd like to read along, you can purchase a hard copy or Kindle edition here.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.

This week, Kristen Hayer reviews:

•  Chapters 1 & 2 of “Onboarding Matters” by Donna Weber.

These two chapters lay out a nice introduction to the concepts of consumer behavior and onboarding new customers.

Next week, Kristen will continue her review with chapters 3-9. If you'd like to read along, you can purchase a hard copy or Kindle edition here.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.

This week, Kristen Hayer reviews:

•  “How Good is Your Company at Change?” by David Michels and Kevin Murphy.

This article illustrates a framework for measuring what they call “change power” or
your organization’s capacity for change.

Next week, Kristen will kick off her review of Donna Weber’s new book: “Onboarding Matters”. If you'd like to read along, you can purchase a hard copy or Kindle edition here.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.

This week, Kristen Hayer reviews:

•  The second half of Silos, Politics and Turf Wars, by Patrick Lencioni

This book is split up in to two parts and this week, Kristen will focus on part 2. 

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.

This week, Kristen Hayer reviews:

• The first section of Silos, Politics and Turf Wars, by Patrick Lencioni

This book is split up in to two parts and this week, Kristen will focus on part 1, The Story.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.

This week, Kristen Hayer reviews:

•  An article from HBR.org called Why Customer Loyalty Programs Can Backfire by Thomas Robertson and Paula Courtney.

The past year has seen a major shift in our customer experiences. This article explores how some loyalty programs may actually worsen the experience.

Season 2 will continue in a few weeks with a new book, Silos, Politics and Turf Wars, by
Patrick Lencioni!

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.

In this bonus episode, Kristen interviews one of the authors of The Effortless Experience, Rick Delisi!

This week, Kristen Hayer wraps up her review of:

• The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi

If you're reading along, we'll be wrapping up this book next week with the final chapters. Recently, Kristen had the chance to interview Rick Delisi and we'll be sharing that with you as a bonus episode.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.