C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. Pricing, value perceptions and CLV (Customer Lifetime Value). Awareness of communications. Customer retention and churn rates. Storytelling. Direction setting.

Marketing 175

Marketing Handbook ROI Social Media 175

TechSee

JUNE 16, 2022

As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. In addition to authoring four customer service books including The Service Culture Handbook, Jeff reaches more than 10,000 customer service professionals every week through his Customer Service Tip of the Week email newsletter.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ProProfs Chat

SEPTEMBER 20, 2019

To make customer service worse, British Airways replied something straight out of things that you should never say on “Twitter handbook” . This reply from the airline operator raises the question – “why its customer service was available on Twitter only for limited hours, while the airline operated 24/7?”.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Kayako

JANUARY 24, 2018

Customers still complain about inconsistent and unsatisfactory experiences. Organizations often cite lack of collaboration and communication, and silo-ed thinking. Jeff Toister is the bestselling author of The Service Culture Handbook. Customer support works better as a team sport. Have we moved forward? Arguably not.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Gainsight

JUNE 11, 2021

Exploring the Connection Between Customer Education & Customer Success co-starring Ruben Rabago, Chief Customer Officer at Intellum and author of “The Customer Success Professional’s Handbook” and Greg Rose, Chief Experience Officer at Intellum.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

Pretium Solutions

JANUARY 1, 2012

Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. The key difference is how you focus your company.

Customer Centricity 49

Customer Centricity Loyalty Handbook Policies 49

Pretium Solutions

JANUARY 1, 2012

Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. The key difference is how you focus your company.

Customer Centricity 40

Customer Centricity Loyalty Handbook Policies 40