CloudCherry

AUGUST 27, 2019

He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He has also authored customer service training videos on LinkedIn Learning including Customer Service Fundamentals and Leading a Customer-Centric Culture.

Handbook 170

Handbook Customer Service Training Customer Centricity Culture 170

Customer Bliss

NOVEMBER 29, 2018

When looking at how all of the pieces come together, Antoinette realized that the Department needed to focus on improving operations in order to shift the culture to becoming member-first. . Antoinette focused on creating a culture shift to that of person-centeredness. The Department also did a major overhaul to the member handbooks.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

Help Scout

AUGUST 22, 2023

Here's how Ritz-Carlton's employee language handbook unifies the team and properly introduces the culture to new hires. Read the full article

Handbook 40

Handbook Culture 40

Alida

APRIL 28, 2016

And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Many business leaders confess to aspiring to copy Hubspot’s “culture code,” which the company has made public since 2013. If the image that you project doesn’t accurately reflect your culture, current and former employees will call you out.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

Wired and Dangerous

MAY 12, 2021

Another culturally and situationally relative principle of communication is the fact that communication has ethical implications. Communication ethics deals with the process of negotiating and reflecting on our actions and communication regarding what we believe to be right and wrong.

Handbook 91

Handbook Exercises e-support Insurance 91

Think Customers

NOVEMBER 9, 2023

And right now, 59% of customer service reps are at risk of burnout, including 28% who are at risk of severe burnout, according to Jeff Toister, author of the Service Culture Handbook. They have feelings—and can sometimes get overwhelmed by them. Expect that number to grow in tandem with more automation and AI.

Trends 52

Trends Handbook Healthcare Insurance 52

ClearAction

FEBRUARY 13, 2023

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. This customer experience course is an actionable overview for making CX a team sport company-wide. The Essentials module is free to everyone.

Sports 71

Sports Handbook Customer Experience Case Study 71

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 252

Customer Service Contact Center Chief Customer Officer Call Center 252

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. Impact and truth culture. Storytelling. Direction setting. This research is now a few years old and the world is changing fast. Seat-at-the-table and leadership. Functional talent blueprint.

Marketing 175

Marketing Handbook ROI Social Media 175

CSM Magazine

DECEMBER 21, 2022

When a new recruit joins your company, his mind is loaded with questions about their assigned role, the company, the processes, and the culture; an effective onboarding program is designed to answer all these queries and helps them or in preparing for a better future in the organization. Phase 2: Welcoming New Hires.

Handbook 52

Handbook Policies Culture Social Media 52

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! Compliance with workplace policies and procedures is vital to achieving success and promoting a harmonious work culture.

Training 52

Training Policies Handbook Culture 52

Michel Falcon Experience

NOVEMBER 17, 2014

which originated from Peter Scholtes book “ The Leader’s Handbook.” Kelly doesn’t seem to fit your work culture. Aren’t we suppose to have systems in place to ensure we are welcoming people to our business who will be a cultural fit? People don’t fail, systems do. Is it Kelly’s fault?

System 153

System Handbook Exceptional Customer Service Culture 153

Kayako

JULY 6, 2017

How can you cultivate an open culture within your team? In The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the “Nordstrom” of Your Industry, Robert Spector breaks down all of the ways that Nordstrom sets itself apart, and provides guidance for how to tailor it to your own industry.

Self Service 93

Self Service Handbook Customer Service Culture 93

Service Untitled

FEBRUARY 2, 2011

Culture is how an organization operates whether you chalk it up to customs, attitudes, or etiquette. It’s difficult to define because every business has a culture, but how effectively does it serve a company, and if we want to transform our culture can we really do it? Do we want to deliver a better or different product?

Culture 46

Culture Customer Service Handbook Social Media 46

ShepHyken

SEPTEMBER 26, 2017

Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. Featured Interview: Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience. How can I create a customer-focused culture?

Handbook 69

Handbook Culture Innovation Consulting 69

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? For instance, Zappos has their Ten Core Principles on how to create that customer-focused culture. They’re committed.

Handbook 76

Handbook Culture Customer Focused Customer Service 76

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! Leadership, Accountability and Culture. Culture must be proven. If you aren’t prepared to tie each action with a result, then culture won’t make a difference. Pioneering the Role of CCO.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

ImprintCX Articles

MARCH 5, 2024

Many professionals who obtain these certifications understand the theory and offer handbooks and templates to enable implementation, but don’t practice the application on a consistent basis. Reinforces the organization’s culture and core values. Facilitates faster innovation cycles and increased speed to market.

Brands 52

Brands Customer Experience Management Customer Centricity 52

Integrity Solutions

FEBRUARY 12, 2021

But what about the more subtle “rules” that aren’t covered in the employee handbook? And if people aren’t clear on what’s expected of them, you won’t be able to build a sustainable culture that’s rooted integrity and customer service. For example, do they know not to speak to customers in a bored or impatient tone?

Customer Service Strategies 83

Customer Service Strategies Strategy Customer Service Company 83

OpinionLab

JULY 15, 2016

Involve employees to build a CX culture. Forrester CXNYC also put significant emphasis on aligning CX efforts with internal corporate culture. Our customer Citi outlined in their main stage presentation how a customer-centric culture is helping them to consistently implement cross-channel CX.

Handbook 60

Handbook Conference Customer Centricity Culture 60

ChurnZero

APRIL 1, 2022

According to research shared in “The imposter syndrome handbook” by Raghav Parkash , imposter syndrome crosses gender, racial, and professional boundaries. Some say that imposter syndrome is nothing more than a side effect of toxic work culture. I fully agree that a toxic culture can foster or trigger imposter syndrome,” says Sharon.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

ProProfs Chat

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Building a smart teamwork culture for your support team can always be a challenging task. Books on Customer Service Culture. For that to happen for your business, make sure that you have a great customer service culture in place. The Amazement Revolution.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

SurveySparrow

JULY 12, 2020

Company’s history and culture. This might seem trivial on the outside but your employees need to know your story and the culture that you follow in the workspace. A lot of employees stop working with a company when they realize that they are not a culture-fit. Handbook acknowledgment.

Policies 52

Policies Management Handbook Guidelines 52

Alida

APRIL 11, 2017

While certain misperceptions about dealerships can be solved by clear communication, sometimes the core issue is a pushy and dishonest upsell culture. To learn more about enabling authentic customer engagement, download The Authenticity Handbook. Reward the right behavior. Does this sound familiar?

Automotive 113

Automotive Handbook Competitive Advantage Study 113

CSM Magazine

JULY 21, 2020

Therefore, make sure new starters are engaged from the time they accept the job offer by fostering an inclusive environment where new agents flourish and quickly adapt to your contact centre’s culture. Consider buddying new recruits with a mentor who is on hand to answer quick day-to-day questions and illustrate contact centre culture.

Gamification 52

Gamification Handbook Social Media Video 52

Customer Enthusiast

JUNE 26, 2018

Instead of defaulting to the term itself (knowledge) or an impressive title (Organizational Learner), I challenge companies to consider their workforce, customers, and culture. Rather than burying them on the website or in the employee handbook or annual report, post them prominently in employee work areas. Never stop learning.

Handbook 50

Handbook Leadership Culture Connections 50

Storyminers

JULY 6, 2020

She writes (mostly) about fashion, culture, retail, and technology for publications including Vox, Glamour, CNN, Racked, Refinery29, Fashionista, i-D, Vice News, Curbed, and TheAtlantic.com. Jeff helps clients develop customer-focused cultures. Hilary is a New York City-based freelance journalist. Jeremy Watkin. Marsha Collier.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MARCH 31, 2017

A customer service mantra is a powerful part of any service culture. I like to ask audiences I speak to for examples of companies with customer-focused cultures. you’ll magically have a customer-focused culture too. Having one can give your employees clear direction. But simply having one isn’t enough.

How To 48

How To Handbook Culture Loyalty Programs 48

COPC

FEBRUARY 15, 2024

AI-Powered Recruitment: Potential and Concerns AI-powered tools streamline recruitment, identifying candidates with the targeted blend of skills and cultural fit.  This data-driven approach identifies improvement areas and fosters a continuous learning culture. 

Contact Center 52

Contact Center Metrics Training Call Center 52

Ann Michaels and Associates

OCTOBER 28, 2018

Quicken Loans’ culture is built on core values that every team member is encouraged to conduct themselves by every day. Changing the focus has helped us change the culture at JL,” says Manager of Training and Development Kenneth Barber. Customer Service as a Key Value. We incorporate customer service into every training course.

Handbook 61

Handbook Customer Service Training Training Measurement 61

Kayako

JUNE 30, 2016

Here’s the download of the full Customer Thermometer customer support handbook. In our experience, you know you’ve got it right when customers try and poach your staff! Whilst it can be a challenge, as the old saying goes, ‘it’s a nice problem to have’.

Customer Service 163

Customer Service Handbook Training Customers 163

Storyminers

JULY 6, 2020

She writes (mostly) about fashion, culture, retail, and technology for publications including Vox, Glamour, CNN, Racked, Refinery29, Fashionista, i-D, Vice News, Curbed, and TheAtlantic.com. Jeff helps clients develop customer-focused cultures. Hilary is a New York City-based freelance journalist. Jeremy Watkin. Marsha Collier.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

APRIL 19, 2021

She argues that disruption goes beyond innovation and provides a roadmap with three key areas: Strategy designed to meet the needs of future customers; leadership that creates a movement to drive and sustain transformation; and a culture that thrives on disruptive change. Invest in this book, think about the ideas and make up your own mind.

Marketing 29

Marketing Handbook Roadmap Banking 29

Kayako

JUNE 30, 2016

Here’s the download of the full Customer Thermometer customer support handbook. In our experience, you know you’ve got it right when customers try and poach your staff! Whilst it can be a challenge, as the old saying goes, ‘it’s a nice problem to have’.

Customer Service 156

Customer Service Handbook Training Customers 156

ShepHyken

MARCH 31, 2023

Earlier this year, Jeff Toister of Toister Performance Solutions and author of The Service Culture Handbook surveyed 951 customer service agents on their burnout risk. Over 50% of respondents reported being prescribed medication to alleviate stress and anxiety. That’s a sobering statistic, but there is a bright spot.

Customer Service 67

Customer Service How To Handbook Chatbots 67

Help Scout

SEPTEMBER 28, 2021

Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. Additionally, we use this chat as an opportunity to go a little deeper on values alignment and to see if they’re excited about contributing to our culture.

Effort Score 125

Effort Score Multi-Channel Feedback e-support 125

Kayako

JANUARY 24, 2018

Jeff Toister is the bestselling author of The Service Culture Handbook. This is the most important step towards becoming a customer-centric company since it’s pretty hard to be customer-centric if you can’t get everyone to agree on what that means!”. Customer support works better as a team sport.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208