The CX leader handbook
GetFeedback
APRIL 11, 2022
Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future.
Game Changing Methods to Optimize Your Customer Experience
CloudCherry
OCTOBER 17, 2019
Lynn Hunsaker – Chief Customer Officer at ClearAction Continuum & co-founder of ClearAction Value Exchange, CustomerThink Hall of Fame Author, Professor, award-winning Performance momentum expert, and MORE- shares her wealth of knowledge. She led customer experience and marketing at Applied Materials and Sonoco.
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Win a ticket to UserConf and The Customer Support Handbook by Sarah Hatter
Kayako
OCTOBER 23, 2015
We’re giving away a ticket to UserConf San Francisco and copies of Sarah Hatter’s book The Customer Support Handbook. UserConf is a one-of-a-kind event designed for customer support and success professionals, to bring education and insight into the world’s best, or soon to be best, online products, services and marketplaces.
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Leading Customer Experience as a Team Sport
ClearAction
FEBRUARY 13, 2023
Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It’s indisputable, enduring value.
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The CX Leader Handbook
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So we decided to partner with CX expert Jeannie Walters to help customer experience professionals land their dream jobs. Grab your free copy of The CX Leader Handbook to ace any customer experience interview and succeed in your position for years to come.
Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences
Kayako
JANUARY 24, 2018
At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences.
CCO Shares How to Create a Customer-First Health Care System by Directly Engaging Members
Customer Bliss
NOVEMBER 29, 2018
How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. How do you do this and engage customers as a healthcare provider?
What exactly IS a CX Vision?
CloudCherry
AUGUST 27, 2019
Acclaimed Writer, Consultant, CX Trainer, and this week’s guest of ‘The Sweets of CX’, Jeff Toister , likes to think of it as, “a compass that always points you in the right direction when you’re creating a customer experience. Technically, it’s really just a shared definition of an outstanding experience.”.
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Free Webinar. Q&A with Jaakko Männistö: Ask Anything About The Emotional Value Index (EVI®)
Feedbackly
OCTOBER 12, 2022
Join our chat with Jaakko Männistö and use a chance to ask any questions you might have about the Emotional Experience measurement or the Emotional Value Index (EVI®). This is why leading businesses are more than ever measuring Emotional Experience and those who are not yet, are looking for ways to measure it. EVELY KAASIKU.
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A scary CX trend: Employee compassion fatigue and burnout
Think Customers
NOVEMBER 9, 2023
Customer experience leaders look for employees with emotional intelligence and empathy , traits that work great for helping customers and resolving issues. They will be the first ones frustrated customers talk to when they can’t resolve their issue or don’t know how to navigate an automated system.
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The 7 habits of Companies with successful customer-centric cultures
CloudCherry
FEBRUARY 28, 2018
Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company. They capture and take action on Customer Data.
Is it Time to Do Away with Market Research Departments?
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. The report concludes that: “The biggest barriers to experimenting with innovation in CI are resources, both time and money. Customer profiles. Customer retention and churn rates.
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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022
TechSee
JUNE 16, 2022
Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.
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HR Onboarding Tips for Successful Customer Service Teams
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. This article outlines techniques and best practices for human resource (HR) managers to use to effectively onboard customer service employees.
Why Journey Map? 3 Problems They Can Solve
Experience Investigators by 360Connext
JULY 7, 2020
Why Create Customer Journey Maps? Stop for a moment and imagine a customer journey map in your mind. 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. .
Top 5 Customer Success resources
ChurnZero
MARCH 3, 2022
As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.
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Make Your Company’s Name Your Brand Promise
ShepHyken
FEBRUARY 27, 2019
If someone told you the customer service at a bank was incredible, you would only think positive things. So as a customer, we will expect nothing less than an incredible customer experience. So as a customer, we will expect nothing less than an incredible customer experience. What a great mantra !
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Holiday greetings from HappyOrNot
Happy or Not
DECEMBER 23, 2021
Boosting customer success . 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. . Our focus is our customers! What’s on the agenda in 2022 .
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How Documented Procedures Can Make Your Customer Support More Effective
Kayako
APRIL 21, 2016
Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous. Consider the case of former Engadget editor-in-chief Ryan Block who called customer retentions to cancel his contract with Comcast. Give your team members ownership over their roles.
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The Three Stages to Developing a Customer-Centric Culture
CX Accelerator
JANUARY 16, 2020
A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.
The Three Stages to Developing a Customer-Centric Culture
CX Accelerator
JANUARY 16, 2020
A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.
The Need for Customer Experience is Based on Science Not Myth
Natalie Petouhof
JULY 26, 2016
Tweet The need for customer experience to improve is not a myth. With the advent of CoIT, we’ve actually imposed a new set of demands on our customer’s brains. And at the same time customer’s flow-oriented brains simply aren’t wired to deal with poor digital experience interactions. In fact, here’s why.
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Being relevant and making an impact – it’s worth the effort and investment!
Dapresy
FEBRUARY 2, 2018
Making an impact, being an influencer and achieving a solid ROI are goals market research and customer experience professionals strive for. There are a number of great resources available starting with GRBN’s Invest in Insights Handbook. We are proud to have Dapresy as our premier sponsor of the Handbook.
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The 10 Most Important Customer Service Books to Kick Start Your Career
Kayako
JULY 6, 2017
All that is captured in these customer service books. Luckily, as support grows as an industry, support minded folks are taking to their computers to write books on customer service which serve as guidance and thought-leadership for those building a career within it. 10 of the best career-inspiring customer service books.
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The Ultimate List of Product Experience Resources for 2022
Gainsight
APRIL 21, 2022
We compiled our best Product Experience resources from last year, from blogs, ebooks, and webinars. As the category creator of customer success and the definitive thought leader, this list is filled with the help you need to deliver the ultimate Product Experience for your customers. Product Experience .
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Employees Don’t Fail, Your Systems Do
Michel Falcon Experience
NOVEMBER 17, 2014
which originated from Peter Scholtes book “ The Leader’s Handbook.” You see, if Tim, your frontline employee, is having difficulty delivering exceptional customer service it might not be Tim’s fault. See also : How to Be a Ridiculously Successful Customer Service Employee. Is it Kelly’s fault?
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Marketing is Morphing. Insight Departments Must Evolve Too
Maru Group
AUGUST 13, 2019
Titles like “Chief Growth Officer”, “Chief Experience Officer” and “Chief Commercial Officer” reflect a desire to understand customers more holistically, and task the executive with greater accountability for profitability. They have also developed the Invest in Insights Handbook. of the handbook.
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The 3 Customer Service Skills of Brilliant Support Teams
Kayako
JUNE 30, 2016
This is a guest post by Lindsay Willott, founder of Customer Thermometer. It struck me that it would be a really useful way to train customer support people and help them understand what “good” or “great” customer service skills look like. Our customer support team at Customer Thermometer is called The Ministry of Magic.
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5 Cost-Effective Ways to Keep Furloughed Employees Engaged
inmoment
JUNE 22, 2020
Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19.
An Exploding Stove, Epic Hold Music, and AI that Measures Consumer Emotion
Chadwick Martin Bailey
JANUARY 27, 2021
For example, teams tasked with new customer acquisition should focus on inspiring ACTIVE positive emotions , while teams tasked with driving customer loyalty should focus on inspiring PASSIVE positive emotions. The importance of which types of emotions a brand inspires depends on the matter at hand. Industry also matters!
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The 3 Customer Service Skills of Brilliant Support Teams
Kayako
JUNE 30, 2016
This is a guest post by Lindsay Willott, founder of Customer Thermometer. It struck me that it would be a really useful way to train customer support people and help them understand what “good” or “great” customer service skills look like. Our customer support team at Customer Thermometer is called The Ministry of Magic.
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Top 5 Customer Success resources
ChurnZero
MARCH 3, 2022
As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero 1.)
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52 The 5 Customer Leadership Competencies Every CCO Must Embrace
Experience Investigators by 360Connext
JUNE 24, 2015
I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! 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! Chief Customer Officer 2.0 Align Around Experience.
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110 Webinar: Conquering the top 5 customer support mistakes, with Sarah Hatter and Sarah Chambers
Kayako
OCTOBER 8, 2015
Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make. How to improve customer self-service. Sign up for it now. Click To Tweet.
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People hate servicing their cars, but it doesn’t have to be that way
Alida
APRIL 11, 2017
This is a great opportunity for dealers to provide an excellent customer experience and create loyalty. But according to a study by DMEAutomotive , only 45 percent of customers remain loyal to their dealership’s service department within the first two years of vehicle ownership. Building trust through customer-centric service.
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Amazing Business Radio: Robert Spector
ShepHyken
SEPTEMBER 26, 2017
Robert Spector Shares The Nordstrom Way to Customer Experience Excellence. Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. And throughout all of this they never lost sight of the importance of the customer.
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How Customer Onboarding Can Help Improve Loyalty
Joe Rawlinson
MAY 16, 2018
A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. Signing up a new customer is not the end of a sales journey. Onboarding Tools.
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Guest Post: Good Customer Service – How to Get It
ShepHyken
MARCH 31, 2023
He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Most said they had to wait 30 minutes or longer for an agent when placing a customer service call.
5 Ways Product-Led Growth Will Help You Generate Expansion Revenue
Gainsight
MAY 3, 2022
Snagging one-time customers and walking away won’t cut it if you want your Product team to grow. Expansion revenue is money that your company generates from your current customer base. Some common examples include any revenue you earn from upselling, cross-selling, and securing upgrades from existing customers. Wondering how?
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Two key takeaways from Forrester CXNYC 2016
OpinionLab
JULY 15, 2016
Simplicity is a key to exceptional CX, both in terms of consumer experience and how an enterprise is able to analyze and act upon CX data. We heard from OpinionLab customer Citi on-stage at CXNYC that their basic customer expectation is to “know me and make it easy”. Involve employees to build a CX culture.
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Top 10 Must-read Customer Success Books for CSMs
CSM Practice
JULY 15, 2020
The Internet offers endless resources for research, news, reference, and books about Customer Success. There are many Customer Success books that are published every year. In this blog, we ‘re going to highlight the Top 10 must-read Customer Success Books for CSMs and aspiring CS practitioners.
Does Your Company Have A Customer Service Strategy?
Integrity Solutions
FEBRUARY 12, 2021
Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Have you created a customer service strategy that defines those expectations? . But what about the more subtle “rules” that aren’t covered in the employee handbook? By Steve Schmidt.
Why You Need to Prioritize Customer Service Efficiency Now with Gabe Larsen
Kustomer
MARCH 10, 2022
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen dives into why CX efficiency is a must for any company that wants to be successful, especially in the time of the modern customer. With the right technology agents can focus on building relationships with customers.
How To Measure Product Adoption Using Product Analytics
Gainsight
APRIL 7, 2022
The second you launch a new feature or a customer signs up for your product, the clock starts ticking. Product adoption describes how a customer becomes aware of your product, makes purchases within your platform, and uses your tool. Build customer feedback loops. That’s what makes product adoption so critical.
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