Thriving by Caring
Thriving by Caring
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Thriving by Caring

Last updated on 2018-09-14

About the Book

We are entering a new era. It is time to start evolving into the next phase of higher consciousness, where businesses must be accountable for their people and their environment. Business leaders must start bringing a more caring energy into their businesses.


In this book, Claire Boscq-Scott, AKA The Busy Queen Bee, outlines her ten strategic leadership principles to successful growth through a Caring Service Culture; to start changing the service delivering by bringing more care to everything leaders do, meaning being more compassionate, developing better communication, supporting and engaging their employees; nurturing, valuing and guiding their customers through their journey in a creative and inspiring way at an emotional level.


Providing an unforgettable experience every time customers walk through your doors must become a necessity and this can only be done by giving employees a place where they can feel a part of, they are engaged and empowered which ultimately will help businesses increase their profit and reach their higher mission.

About the Author

Claire Boscq-Scott
Claire Boscq-Scott

Claire’s mission is to the inspire Global businesses to thrive by bring more care into what they do, alluring the senses to connect with employees and customers on an emotional level; enhancing business environments, increasing employees’ engagement and customer loyalty, through sensorial experiences.

 No 5 Top 30 Global Customer Service Guru  UK Top 10 CX Influencer and CX Thought Leader 2020, Claire is an authority in the Customer Experience Industry, Caring in Business Specialist aka The Busy Queen Bee, she brings a more holistic approach to Employee & Customer eXperience. She is a Keynote Speaker, Consultant & trainer. She empowers businesses to make the game-changing decision by assessing, developing, implementing and measuring EX & CX strategies through her Caring Service Culture programme to help lift service standards and increase profitability.

Originally from France, Claire has lived in Jersey, Channel Islands, since 2000, she capitalised on the experience gained in her hospitality career having worked at Epcot Centre, in Disney World-Florida ran and open 4 start hotels, she set up her own business, in 2009, The Busy Queen Bee, which offers services such as Mystery Shopping, Customer Insight, Customer Service Training & Customer Experiences.

 Claire is the Author of two books; Thrive with the Hive published in 2016 and recently launched in 2018 Thriving by Caring, with its Audible version and its French version Prospérer en étant attentionné.

Claire developed Caring Service Culture Leadership Programme which really is a game-changer for any organisation who want to take their employees and customers seriously. Her online training platform the BQB CX Institute offers a wide range of online and onsite training workshops, specifically focussed on giving employees the tools to deliver exceptional Customer Experiences.

Claire is a certified NLP practitioner, a Feng Shui practitioner, Resilience, EI and mindfulness lover. She has worked with the States of Jersey Government, The Jersey Airport and Harbour, Handpicked Hotel Groups, and several local hotels, as well as organisations such as CitiBank, KPMG, HSBC, Equiom, JTelecom, Sure, Jersey Water, Jersey Electricity, and a lot more retailers, restaurants, national organisations.

Claire’s bigger vision is just like the bees who dedicate every seconds of their 150 days’ life to collecting pollen for the greater good of the hive but moreso for the greater good of our ecosystem, that makes all life on the planet possible, if she can inspire businesses to thrive by delivering exceptional customer experiences, so the local economy will thrive too, prosper with happy employees, happy customers, happy community.

Table of Contents

  • Introduction
    • About Moi
    • About the Book
    • Left Brain V Right Brain
    • Change: Why?
    • Because the customers’ expectations have changed
    • Because customers hate…
    • Because of the power of the big WWW
    • Change how we do business
  • Principle 1 Assessing by caring
    • Assessing by caring: Why?
    • Assessing by caring: How?
    • Assessing by caring: what?
    • Employees’ satisfaction
    • Market research
    • Your Market environment
    • Finally
  • Principle 2 Developing by caring
    • Developing by caring: Why?
    • Developing by caring: How?
    • 5 SENSES
    • 5 ELEMENTS
    • Developing by Caring: What?
    • Employee journey
    • Customer Experience
    • Buyer personas
    • Finally
  • Principle 3 Training by caring
    • Training by caring: Why?
    • Training by caring: How?
    • CARE
    • Training by caring: What?
    • How do we communicate?
    • Confidence in yourself and in your team
    • Guiding not selling
    • Finally
  • Principle 4 Measuring by caring
    • Measuring by caring: Why?
    • Measuring by caring: How?
    • Measuring by caring: What?
    • Mystery shopping
    • Wellbeing
    • Customer Satisfaction
    • Finally
  • Principle 5 Acting by caring
    • Acting by caring: Why?
    • Acting by caring: How?
    • USEFUL
    • Acting by caring: What?
    • Procrastinating
    • Habits
    • Be S.M.A.R.T
    • Finally
  • Principle 6 Feedback by caring
    • Feedback by caring: Why?
    • Feedback by caring: How?
    • Feedback by caring: What?
    • Create your Complaint Handling Guidelines
    • Learn from the feedback
    • Facilitating
    • Finally
  • Principle 7 Consistency by caring
    • Consistency by caring: Why?
    • Consistency by caring: How?
    • Consistency by caring: What
    • Before - during - after
    • First impression
    • Attention to details
    • Finally
  • Principle 8 Valuing by caring
    • Valuing by caring: Why?
    • Valuing by caring: How?
    • Valuing by caring: What?
    • Churn
    • Your own business values
    • Exceeding customer expectations
    • Finally
  • Principle 9 Loyalty by caring
    • Loyalty by caring: Why?
    • Loyalty by caring: How?
    • BE-do-HAVE
    • Loyalty by caring: What
    • When trust appears, magic happens
    • CRM
    • Advocacy
    • Finally
  • Principle 10 Caring Service Culture
    • Caring Service Culture: Why?
    • Caring Service Culture: How?
    • AYNI
    • Caring Service Culture: What?
    • 5 drivers to customer satisfaction
    • Start with the Why?
    • Passion
    • The End

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