ClearAction

FEBRUARY 13, 2023

This customer experience course is an actionable overview for making CX a team sport company-wide. It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. It’s indisputable, enduring value.

Sports 71

Sports Customer Experience Handbook Case Study 71

Waypoint Group

SEPTEMBER 23, 2016

Part 5 of 5: Optimize your company’s resources to make the bets that will deliver the biggest bang for the buck Welcome to the 5th and final installment on Accelerating Growth series for B2B companies. You can catch up on all of our previous posts on our blog and put them together in the ultimate growth handbook.

B2B 40

B2B Handbook Company Groups 40

C3Centricity

APRIL 2, 2018

Thanks to social media and websites, the IoT (Internet of Things) and smart products, companies are inundated with information these days. 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. Let me explain. Storytelling. Direction setting.

Marketing 175

Marketing Handbook ROI Social Media 175

CSM Magazine

OCTOBER 25, 2023

In customer service, employees are the face of the company and the effectiveness of the onboarding process cannot be overstated. The welcome packet should include the company’s history, vision and mission statements, organizational chart, benefits package, and employee handbook.

Customer Service 52

Customer Service Handbook Tips Customer Service Representative 52

ThriveableBiz

SEPTEMBER 15, 2021

Much of it is produced by the major consulting & market research companies. A couple more insights in that report … 33% of consumers stopped using a brand based on its societal actions, 80% of Gen Z refuse to buy goods from companies involved in societal scandals. Download your Free Copy Business Opportunity Handbook.

Trends 52

Trends Handbook Government Retail 52

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Happy or Not

DECEMBER 23, 2021

We remodeled our Help Center (formerly the Customer Community), and did an overhaul of our Handbook based on our customer’s feedback to deliver improved materials and an enhanced user experience. . Next up is to continue developing the Handbook to make it even more useful to our customers’ needs.

Handbook 36

Handbook Touchpoint User Experience Video 36

Experience Investigators by 360Connext

JULY 7, 2020

If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste of time. . They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind.

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

inmoment

JUNE 22, 2020

What follows is a discussion of five powerful methods that companies can use to stay connected to their furloughed employees. Whether it’s via video messages or company-wide emails, it is critical for brand executives and leaders to remain as connected with their furloughed employees as possible right now. HR Lifelines. Social Media.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75

ChurnZero

MARCH 3, 2022

If you are responsible for Customer Success in your subscription model company, you have monsters in your closet. The ultimate guide to Customer Success in SaaS: the essential handbook for building the modern Customer Success program. Download this eBook to learn how to crust your SaaS Customer Onboarding.

Resources 98

Resources Customer Success Handbook eBook 98

Kayako

APRIL 21, 2016

Are your team members clear on the company vision? Documented procedures (simply put) are documents that everyone in your company has access to. Paula Baake, founder of Dancing Mind , found it necessary to create a strong company vision to instill a sense of ownership in her team members. What are documented procedures?

Handbook 120

Handbook Guidelines Policies System 120

Dapresy

FEBRUARY 2, 2018

All solid reasons, yet this isn’t hindering a growing number of companies that are re-thinking strategies and processes to enable a competitive advantage and future growth. There are a number of great resources available starting with GRBN’s Invest in Insights Handbook.

Handbook 40

Handbook ROI Competitive Advantage eBook 40

Kayako

OCTOBER 8, 2015

Companies, big and small should always be looking for ways they can improve and adapt their support offerings and this webinar will show you ways in which you can do this. In Sarah Hatter’s book, The Customer Support Handbook , she discusses alternative options for using language such as: “Instead of “I apologize,” say, “I’m really sorry,”.

Self Service 120

Self Service Handbook Conference Communication 120

Maru Group

AUGUST 13, 2019

It reports: “Several big-name companies have recently done away with the CMO position altogether—including Johnson & Johnson, Uber, Lyft, Beam Suntory, Taco Bell and Hyatt Hotels, accelerating a trend that began a few years ago.”. They have also developed the Invest in Insights Handbook. of the handbook.

Handbook 40

Handbook Marketing ROI Return on Investment 40

CX Accelerator

JANUARY 16, 2020

The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. Companies need to be mindful of who they hire, and ensure that your employees meet the high standards you set for them. And it’s no different in companies either. . Stage One, The Gate.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CSM Magazine

DECEMBER 21, 2022

Onboarding targets integrating new employees into your company and making them a part of the organization right from day 1. A positive onboarding experience helps them understand the company better, making them feel more committed and engaged. Some companies also choose to give the hardware they will use while working remotely.

Handbook 52

Handbook Policies Culture Social Media 52

Gainsight

APRIL 21, 2022

According to an October 2021 Wired Magazine article titled “Earth’s Unicorn Population Is Exploding,” it was revealed that a record-breaking 264 companies were hitting “unicorn” status in the US, with VC investment hitting $240 billion. Product Led Success: The Professional’s Handbook – An Introduction Blog. PLG Readiness Assessment.

Resources 52

Resources Handbook eBook Government 52

CX Accelerator

JANUARY 16, 2020

The House Create an environment in your company where employees are intrinsically motivated to help customers and co-workers alike. Companies need to be mindful of who they hire, and ensure that your employees meet the high standards you set for them. And it’s no different in companies either. . Stage One, The Gate.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Michel Falcon Experience

NOVEMBER 17, 2014

which originated from Peter Scholtes book “ The Leader’s Handbook.” Did Bob fail or did your franchise screening process fail your company? People don’t fail, systems do. I first heard this quote while working at 1-800-GOT-JUNK? ” After hearing this statement, it got me thinking, is it true?

System 153

System Handbook Exceptional Customer Service Culture 153

Kayako

JUNE 30, 2016

McKinsey research shows that 70% of buying decisions are based on how a customer thinks a company has treated them. Kevin Hale, CEO of the very successful SaaS company Wufoo , once said that sales and marketing spend is a tax companies have to pay because their product and customer support aren’t good enough.

Customer Service 163

Customer Service Handbook Training Customers 163

Kayako

JULY 6, 2017

Luckily for me, they do have an amazing company commitment to customer service, and have documented it well in Be Our Guest: Perfecting the Art of Customer Service. Another book that takes a holistic approach to support, Customer obsessed: A whole company approach to delivering exceptional customer experiences by Eric Berridge.

Self Service 93

Self Service Handbook Customer Service Culture 93

CSM Magazine

MARCH 31, 2023

With skills-based learning courses available, it may surprise you just how effective incorporating proper safety protocols into company culture can be when tackling the issue of harassment head-on! By doing this, individuals exhibit professionalism and demonstrate their commitment to fostering a safe and respectful workspace.

Training 52

Training Handbook Policies Culture 52

Kayako

JUNE 30, 2016

McKinsey research shows that 70% of buying decisions are based on how a customer thinks a company has treated them. Kevin Hale, CEO of the very successful SaaS company Wufoo , once said that sales and marketing spend is a tax companies have to pay because their product and customer support aren’t good enough.

Customer Service 156

Customer Service Handbook Training Customers 156

Call Experts

MARCH 4, 2021

Does your company still track attendance with spreadsheets? Your company must provide features that support smarter scheduling, efficient shift management, employee notification and confirmations, and trend reporting. . Engaged staff members prevent unneeded absences, which is suitable for the company.

Handbook 52

Handbook Policies Insurance Government 52

Chadwick Martin Bailey

JANUARY 27, 2021

So, I called the KitchenAid helpline, which is run by their parent company, Whirlpool. It was a gorgeous model I loved—until one of the burners exploded. Thankfully no one was hurt, but it could have been bad. Then I waited. And waited. And waited… In total, I spent nearly TWO HOURS on hold.

Consumers 98

Consumers Measurement Handbook Brands 98

CSM Magazine

NOVEMBER 27, 2020

To get customers to stick around and provide your company with steady support, you must provide an outstanding level of customer service. It’s often useful to learn from companies that exist solely to dole out high-value information. When people talk about you positively, get involved to thank them.

Customer Service 59

Customer Service Handbook Social Media How To 59

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

CSM Practice

JULY 15, 2020

The book is titled “ Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue” Customer Success Manager is not a profession that can be achieved overnight, it will take a lot of experience and knowledge to be effective. See our full list from this link.

Customer Success 52

Customer Success Handbook Guidelines Customers 52

Gainsight

MAY 3, 2022

Read on for the five ways product-led growth lands your company more expansion revenue and helps your team grow. Expansion revenue is money that your company generates from your current customer base. That’s because most SaaS companies have adopted recurring revenue models in order to meet customer needs. Wondering how?

Handbook 52

Handbook Roadmap User Experience Metrics 52

Experience Investigators by 360Connext

JUNE 24, 2015

It’s more than a manifesto and detailed enough to be a handbook, so read on to see why you should pick it up ASAP! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. Pioneering the Role of CCO. Build a Customer Listening Path.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

ChurnZero

MARCH 3, 2022

Churn monster playbook: your definitive guide to fighting customer churn If you are responsible for Customer Success in your subscription model company, you have monsters in your closet. Download this eBook to learn how to crust your SaaS Customer Onboarding. These churn monsters take big bites out of your customer base.

Resources 52

Resources Customer Success Handbook eBook 52

Alida

APRIL 28, 2016

The saga between the Silicon Valley writer and the marketing automation software company dominated tech publications this month as Lyons’ new book, Disrupted: My Misadventure in the Start-up Bubble , was released. According to Reid, Lyons’ critique of Hubspot highlights four important challenges for companies.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

Gainsight

APRIL 13, 2022

Customer acquisition cost (CAC) is a metric that tells you how much your company is spending to bring in a new customer. Now, with so many companies relying on recurring revenue models , customer acquisition costs can sway the entire company’s profits. Here are two simple ways how: Your customers become marketers.

Handbook 52

Handbook User Experience eBook Resources 52

Gainsight

JULY 6, 2021

We suggest several aspects of best practices for companies when they are first starting their Customer Success Journey. In the introduction of “The Customer Success Professional’s Handbook,” Gainsight’s CEO, Nick Mehta, stated, Companies cemented in the past are still searching for ways to automate the humanity out of customer relationships.

Handbook 73

Handbook Customer Success Customer Base Technology 73

Alida

APRIL 11, 2017

Companies should engage with car owners directly to learn what consumers want and why they want it. When service departments are motivated by short-term revenue, companies unwittingly damage long-term customer relationships. To learn more about enabling authentic customer engagement, download The Authenticity Handbook.

Automotive 113

Automotive Handbook Competitive Advantage Study 113

Gainsight

APRIL 2, 2021

Yet, one cohort of CS leaders exists that I’ve found to truly be special snowflakes: Customer Success teams in companies that employ Product-led Growth strategies. As with all Gainsight events, we opened up with an icebreaker themed to our company value of “Child-like Joy”: “What’s the first vacation you plan to take post-vaccination?”

Customer Success 52

Customer Success Handbook Software Groups 52

Gainsight

APRIL 7, 2022

Product adoption is foundational for SaaS companies because they need customers to use their products in order to start hauling in revenue. It’s a critical metric to watch and improve because the sooner your user realizes your product or feature is valuable, the faster you’ll start seeing ROI streaming into the company.

Analytics 52

Analytics Measurement How To Handbook 52