Reading For Success

This week, Kristen Hayer continues her review of:

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

Chapters 5 & 6 provide more insight into empowering your CSS reps and how you can gain more insight about your customers' experiences.

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 soon!

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer continues her review of:

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

This episode explores chapters 3 & 4 of the book. Are you and your customers having the same service experience? Also, how can you create customer success experiences without being able to provide everything the customer wants?

If you're reading along, next week Kristen will review chapters 5 & 6.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer begins her review of:

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

This episode will kick off her thoughts on chapters 1 & 2 and why you should check it out. If you're reading along, next week Kristen will review chapters 3 & 4.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

•     An article from HBR.org called How to Shift from Selling Products to Selling Services by Doug Chung

The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Kristen will begin her review of this book on April 14th.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

•     An article from HBR.org called Designing the Hybrid Office by Anne-Laure Fayard, John Weeks, and Mahwesh Khan

This article is about the recent move away from the standard office model in the US.

The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Kristen will begin her review of this book on April 14th.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer interviews: Jim Kalbach, author of The Jobs To Be Done Playbook.

The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Before Kristen starts digging into that, she'll be reviewing an article or two.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

• Chapters 7 & 8 of The Jobs To Be Done Playbook by Jim Kalbach

This episode will wrap up our journey with the Playbook!

The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Before Kristen starts digging into that, she'll be reviewing an article or two.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

We're back! This week, Kristen Hayer reviews:

• Chapters 5 & 6 of The Jobs To Be Done Playbook by Jim Kalbach

Kristen recently interviewed Jim on Strikedeck Radio, so you can hear from the author himself! Check out that episode and more here.

Next week Kristen will wrap up the deep dive into The Jobs to Be Done Playbook with Chapters 7 & 8.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

• Chapters 3 & 4 of The Jobs To Be Done Playbook by Jim Kalbach

These chapters explore how you can use customer surveys to find out what your Customer Success strategy is missing and how to resolve those issues.

Next week Kristen will review Chapters 3 & 4 which dive deeper into Jim's method for customer success! If you're reading along, Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images.

Kristen recently interviewed Jim on Strikedeck Radio, so you can hear from the author himself! Check out that episode and more here.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

• Chapters 1 & 2 of The Jobs To Be Done Playbook by Jim Kalbach

These two chapters lay out the frame work for the Jobs To Be Done Strategy. If you're reading along, Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images. 

Next week Kristen will review Chapters 3 & 4 which dive into some of the actual plays involved in Jim's approach to customer success.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

•     An article from HBR.org called How to Help (Without Micromanaging) by Colin M. Fisher, Teresa M. Amabile, and Julianna Pillemer 

This article explores how to assist your team without getting in their way.

Season 2 will continue next week with Chapters 1 & 2 of a new book, The Jobs To Be Done Playbook by Jim Kalbach. Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images. 

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

• An article from HBR.org called Negotiating Your Next Job by Hannah Riley Bowles and Bobbi Thomason

2020 was a year of great change for many of us and it may be time to start looking towards your next big move. This article explores steps you can take to prepare yourself for your next professional shift.

Season 2 will  continue with our next book, The Jobs To Be Done Playbook by Jim Kalbach. Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.

This week, Kristen Hayer reviews:

• Chapters 9-11 of Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler

For the next few weeks, Kristen will be reviewing articles and we will begin the next book soon. Next week, she will announce which book she will be reading next. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:

• Chapters 7-8 of Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler

If you're reading along, Kristen will be covering the final chapters, 9-11, next week. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:

• Chapters 4-6 of Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler

If you're reading along, Kristen will be covering Chapters 7 & 8 next week. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:

• Chapters 1-3 of Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler

Welcome back to Reading For Success! This week, we kick off Season 2 with a new book, Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler. If you're reading along, Kristen will be covering Chapters 4-6 next week.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:

• An article from HBR.org by Paul Ingram

This article discusses how Customer Success Teams can benefit from diversity and how social class can be just as important as race or gender.

Season 2 will start next week! We have a new book, Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler. If you'd like to read along, next week Kristen will discuss chapters 1-3. 

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:

• An article from HBR.org by Suzanne J. Peterson, Robin Abramson and R.K. Stutman

The authors explore two different leadership styles and offer suggestions for finding your own style.

Over the holiday season we will be releasing shorter "minisodes" in which Kristen will be reviewing articles instead of books. Season 2 will start in January, and while she has some books in mind she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:

• An article from HBR.org by Lori Mackenzie, JoAnne Wehner and 
  Sofia Kennedy How Do You Evaluate Performance During a Pandemic

The COVID-19 pandemic has not effected each of us in the same way. Many have had to make great changes to protect themselves or their loved ones. This article explores how managers can navigate yearly reviews without bias.

Over the holiday season we will be releasing shorter "minisodes" in which Kristen will be reviewing articles instead of books. Season 2 will start in January, and while she has some books in mind she'd love suggestions as well. Email kristen@thesuccessleague.io

This week, Kristen Hayer reviews:

• An article from the Economist, Winter Is Coming
  
  

Office morale can be tough to maintain during the winter and usually gets the support of holiday parties and vacation, but what methods can you use during a global pandemic to keep your team engaged and positive?

Over the holiday season we will be releasing shorter "minisodes" in which Kristen will be reviewing articles instead of books. Season 2 will start in January, and while I have some books in mind I'd love suggestions as well. Email me at kristen@thesuccessleague.io