Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Find out more about Micah and his new ebook at the end of this post. Of course it could.

eBook 60

eBook Hospitality Culture Hotels 60

Experience Matters

OCTOBER 3, 2017

As part of our CX Day celebration, which this year is focussed on Elevating Purpose, we’re giving away this free eBook: 25 Tips For Becoming A More Purposeful Leader. Purposeful leaders create an engaged workforce and help their organizations deliver positive customer experiences.

eBook 87

eBook Tips Leadership Video 87

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. Here are my top five picks from last week.

eBook 56

eBook Customer Service Tips Survey 56

Confirmit

JUNE 4, 2018

You work hard to glean meaningful insights from the feedback you collect from your company’s Voice of the Customer (VoC) program. Confirmit helps businesses realize Voice of the Customer and Customer Experience ROI through a combination of technology and services that help you achieve your business goals. Client retention.

eBook 40

eBook B2B ROI Advertising 40

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. Create or revise your customer experience mission statement. Sign up for updates below and you’ll get our free ebook to help you get started!). Receive exclusive content, updates, and our FREE Mission Statement ebook. Invite a customer into your board meetings.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

CSM Magazine

MARCH 10, 2020

C-suite members often fail to consider an organization’s culture, and how this would impact their ability to embrace a tools UX and service. Technology is not the hardest thing to change within a company—it is the human beings who need to shift behavior in navigating new prospects, tools and customers. The Service Culture.

CRM 52

CRM Culture Company eBook 52

Comm100

OCTOBER 25, 2021

Besides potential language barriers, institutions also need to be sensitive to cultural differences and customs. If you want to learn more about this topic and understand how you can engage with international students today, take a look at our new eBook –. Get ebook now. Free eBook.

Engagement 130

Engagement Tips eBook Chatbots 130

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Is There Still Cultural Alignment? Cultures evolve, that much is clear. Just as important – has their culture evolved with the times?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

PeopleMetrics

NOVEMBER 12, 2014

Culture defines who we are and what we value. CEO Jack Ma has six values which ring true for any business, and since we’re in the business of engaging and loving our customers, I’ll focus on #1: Customer First. Clarifying Culture – Taking the Road Less Traveled. Learning from the World’s Greatest Bazaar. Need a refresher?

Culture 70

Culture Customer Experience Customer Centricity eBook 70

ClientSuccess

MARCH 8, 2023

This will make the customer feel valued and show that you take their concerns seriously. Get straight to the point and tell the customer what you do to address their issue. Don’t use too much jargon or technical language the customer may not understand. Show gratitude Finally, it’s important to show gratitude.

Customer Success 79

Customer Success Tips eBook Roadmap 79

Team Support

SEPTEMBER 6, 2022

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. Never even heard of customer centricity? If you raised your hand both times, how certain are you that your business is actually customer centric?

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score? What is a Customer Health Score?

Metrics 89

Metrics NPS eBook Customer Success 89

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Here are my top five picks from last week.

Customer Service 69

Customer Service Hospitality e-support eBook 69

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. Unlike customer support, which is reactive, customer success is proactive.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Numerous studies have shown that customers are willing to pay more money for good service.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you. Set Expectations with Customers.

Customer Success 74

Customer Success Culture eBook Social Media 74

ClientSuccess

JANUARY 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Value Vectors by Vecteezy.

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

Vonage

DECEMBER 13, 2018

Disappointing results on a customer service survey can be more than demoralizing. Build out your broad-based customer service standards and guidelines. . Create a short, bedrock statement of principles: your customer service constitution. Double down on customer service training. It will pay off.

Survey 215

Survey Customer Service Guidelines Comparison 215

Experience Matters

JULY 20, 2015

In case you missed it, here’s a recording of a recent Temkin Group webinar, Positive Psychology (PP) Infuses Customer Experience (CX). Going forward, we plan to tap more into the growing body of research in the space, and also hope to provide a leading voice in areas such as organizational culture and experience design.

Customer Experience 120

Customer Experience eBook Tips Culture 120

ClientSuccess

JUNE 15, 2022

As any customer success professional knows, learning and growing in your profession never really ends. Why let your development as a customer success professional fall behind? Stop right there if you’re thinking, “what else about customer success do I stand to learn?”. 4 customer success books you need to read now!

Customer Success 52

Customer Success eBook Leadership Innovation 52

CX Journey

JUNE 7, 2017

A customer experience leader, that is. There's an alphabet soup of letters thrown together to title the customer experience leader role, whether it's CCO, CXO, CCXO, etc. They all lead to the same definition: the C-level executive who champions, or advocates for, the customer and his needs throughout the organization.

Customer Experience 90

Customer Experience eBook Software Culture 90

ClientSuccess

JANUARY 12, 2022

Building a customer team can sometimes include trial and error. From your internal side, you need people on your team who understand the product, your customer’s goals, and what they are trying to achieve with your solutions. Here are five key steps for designing a customer success executive sponsor program: Define your objective.

Customer Success 75

Customer Success eBook Measurement Leadership 75

ClientSuccess

DECEMBER 27, 2022

At the heart of any successful customer relationship is a clear and well-defined path to customer success. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle. Road Map Vectors by Vecteezy.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

Gainsight

DECEMBER 4, 2023

Customer Success (CS) is one of the most important growth drivers for any company across the globe. From new SaaS companies to established industries like healthcare, the one thing every organization shares is a need to put the customer first. How do you put Customer Success at the core of your business?

eBook 52

eBook Metrics Roadmap Healthcare 52

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Measurement Training 88

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. What does a CCO do?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ClientSuccess

DECEMBER 28, 2021

As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched information to your customers. Prepare the deck.

eBook 79

eBook Customers Video Customer Success 79

Kustomer

JUNE 6, 2023

Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. Is your company meeting customer expectations?

Financial 98

Financial Company Customer Service Tips 98

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Vonage

MARCH 26, 2018

Customer support agents are the warriors of every organization. They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least.

Roadmap 163

Roadmap eBook Course Policies 163

Beyond Philosophy

FEBRUARY 22, 2024

In other cases, you might be able to change the organization’s culture. For example, if you determine as a group cheating is something that will not be tolerated, and you will socially exclude those who do, you are collectively creating that culture. So, leave if you have to, but improve the culture if you can.

Culture 78

Culture Fashion eBook Examples 78

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty.

Strategy 226

Strategy Customer Experience How To Effort Score 226

Experience Matters

JANUARY 7, 2016

In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” Here is some of the relevant content that we created in 2015: Video: Customer Experience Matters. Shows that employee engagement is critical for customer experience. eBook : 15 Tips for Engaging Employees.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

CX Journey

JULY 18, 2017

Image courtesy of GMC Who needs a customer experience executive? What advice is there for future customer experience executives? Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. You are serving a customer, not a life sentence. What does this person do?

Company 112

Company Customer Experience eBook Software 112

ClientSuccess

OCTOBER 4, 2022

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible. Here are some considerations to take into account when looking for a new customer success platform: 1. Will the ‘bells and whistles’ impact customers on a day-to-day basis?

Software 52

Software Customer Success Case Study eBook 52

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 313

Customers Customer Service Ecommerce eBook 313