Research shows that consumer conversations, client happiness and empowered employees are the pillars of growth in a successful company. However, many organizations make decisions that contradict these findings and hamper their prospects of expansion. The Conversation Company will help your organization become a business in which people are the key driver of growth, sharing engaging content and building the company''s culture and business objectives. People now expect any brand to have a human ''face'' and you need to define a clear set of values for both employees and customers, incorporating them in your marketing so that all company communication reflects the DNA of your organization. Based on solid research and including interviews and case studies of companies such as Zappos, Kodak, Nokia and Microsoft, The Conversation Company is the key to sustainable success.

WINNER: CMI Management Book of the Year Awards 2016 - Commuter''s Read CategoryIn an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn''t just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business''s most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more.

Build a customer culture that drives consistent, human-centred business results.Customer Passion by Steven Van Belleghem is a practical, evidence-based guide for managers, team leads and business strategists who want to translate customer-centric principles into measurable performance. Moving beyond theory, it offers a framework for embedding customer-first behaviour into everyday operations through 101 actionable steps, proven strategies and real-world case studies.Youll discover how to:- Apply customer experience principles that improve engagement and loyalty- Implement practical models that turn empathy into operational excellence- Optimize processes to align automation with authentic human connection- Develop consistent habits that create emotional impact and brand trust- Build credibility by applying frameworks used by leading global organizationsGrounded in real-world insight and shaped by global best practice, Customer Passion helps professionals bridge the gap between intention and execution. It equips leaders to implement change, influence culture and strengthen business value through a customer-first approach.Themes include: customer strategy, experience design, behavioural frameworks, culture change, AI integration, service optimization

Research shows that consumer conversations, client happiness and empowered employees are the pillars of growth in a successful company. However, many organizations make decisions that contradict these findings and hamper their prospects of expansion. The Conversation Company will help your organization become a business in which people are the key driver of growth, sharing engaging content and building the company''s culture and business objectives. People now expect any brand to have a human ''face'' and you need to define a clear set of values for both employees and customers, incorporating them in your marketing so that all company communication reflects the DNA of your organization. Based on solid research and including interviews and case studies of companies such as Zappos, Kodak, Nokia and Microsoft, The Conversation Company is the key to sustainable success.

WINNER: CMI Management Book of the Year Awards 2016 - Commuter''s Read CategoryIn an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn''t just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business''s most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more.

Build a customer culture that drives consistent, human-centred business results.Customer Passion by Steven Van Belleghem is a practical, evidence-based guide for managers, team leads and business strategists who want to translate customer-centric principles into measurable performance. Moving beyond theory, it offers a framework for embedding customer-first behaviour into everyday operations through 101 actionable steps, proven strategies and real-world case studies.Youll discover how to:- Apply customer experience principles that improve engagement and loyalty- Implement practical models that turn empathy into operational excellence- Optimize processes to align automation with authentic human connection- Develop consistent habits that create emotional impact and brand trust- Build credibility by applying frameworks used by leading global organizationsGrounded in real-world insight and shaped by global best practice, Customer Passion helps professionals bridge the gap between intention and execution. It equips leaders to implement change, influence culture and strengthen business value through a customer-first approach.Themes include: customer strategy, experience design, behavioural frameworks, culture change, AI integration, service optimization