Kayako

JANUARY 24, 2018

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!”. Jeff Toister is the bestselling author of The Service Culture Handbook. Customer support works better as a team sport.

Customer Centricity 261

Customer Centricity Self Service Trends Customer Experience 261

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! Pioneering the Role of CCO.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

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? What are the steps that your company needs to take to be committed to becoming customer focused?

Handbook 76

Handbook Culture Customer Focused Customer Service 76

Thematic

APRIL 21, 2025

Customer success notes and QBRs: B2B relationships usually include regular check-ins (e.g., quarterly business reviews) and strategy meetings (sometimes even customer focus groups). These voice-of-customer (VoC) sessions​ capture candid feedback from day-to-day users and executive sponsors.

B2B 62

B2B Customer Insights Engagement How To 62

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. The Essentials module is free to everyone.

Sports 71

Sports Customer Experience Handbook Case Study 71

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. Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Learn how Help Scout aligns sales and support.

Culture 139

Culture Customer Service How To Policies 139

ShepHyken

SEPTEMBER 26, 2017

This is all about customer service and creating a customer focused culture that makes customers want to come back again and again! And throughout all of this they never lost sight of the importance of the customer. Everything is about the customer! How can I deliver customer service like Nordstrom?

Handbook 69

Handbook Culture Innovation Consulting 69

Thematic

MARCH 20, 2025

By using AI text analytics to identify customer-reported service gaps, companies can optimize agent training programs, leading to higher first-contact resolution rates and increased customer satisfaction. How It Works: AI scans customer reviews, support tickets, and survey responses, identifying recurring themes.

Analytics 62

Analytics Customer Service Analysis e-support 62

Storyminers

JULY 6, 2020

He is a best-selling author who has written three customer service books: The Service Culture Handbook , Getting Service Right , and Customer Service Tip of the Week. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan. Marsha Collier. Now available as an online/web-based training program!).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Tune in to the full podcast to learn more so you can be prepared for any situation.

Customer Service 95

Customer Service Self Service Handbook Policies 95

Storyminers

JULY 6, 2020

He is a best-selling author who has written three customer service books: The Service Culture Handbook , Getting Service Right , and Customer Service Tip of the Week. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan. Marsha Collier. Now available as an online/web-based training program!).

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Thematic

OCTOBER 7, 2024

Despite the fact that 95% of companies gather customer feedback, only 10% actively use these insights to make meaningful improvements. Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback.

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

ShepHyken

MARCH 31, 2017

I like to ask audiences I speak to for examples of companies with customer-focused cultures. This might lull you into thinking you can create a customer service mantra for your organization and Presto! you’ll magically have a customer-focused culture too. Having one can give your employees clear direction.

Handbook 48

Handbook How To Culture Loyalty Programs 48

ShepHyken

NOVEMBER 21, 2016

I’m surprised at how many companies have not yet embraced social media for marketing and customer care. Read this report to get a better understanding of the importance of using social media as a way to connect with your customers. The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge. Follow on Twitter: @Hyken.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Help Scout

SEPTEMBER 28, 2021

The first chat also shines a light on whether the candidate reflects our values (helpfulness, excellence, and ownership) and would be excited to join a team of empathetic, customer-focused people.

Effort Score 126

Effort Score Multi-Channel Feedback e-support 126

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. The first step in solving a problem is becoming aware of it, and as awareness has grown, customer service leaders have grown more supportive.

Customer Service 71

Customer Service How To Handbook Chatbots 71

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

Survicate

MARCH 20, 2019

The result: a list of actionable tips & best practices that will guide you through the ins and outs of putting your customers first. Let’s start with what our experts have to say on cross-organizational changes: Embrace customer focus, organization-wide. Stay close to customer service, no matter how big your company grows. “

Tips 85

Tips Customer Centricity Social Media Insurance 85

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

APRIL 28, 2025

This growth coincided with initiatives to stay customer-focused. Keeps the culture focused on what matters.” ” By regularly collecting feedback from customers and acting on it, Stripe reinforces trust and likely fuels customer loyalty among both its largest and smallest users.

Feedback 62

Feedback Examples Analysis Roadmap 62

ProProfs Chat

JUNE 30, 2020

The Service Culture Handbook. He helps customer service teams unlock their unimaginable potential. This customer service culture handbook is a step-by-step guide for its readers to create a customer-focused culture in the company. The Customer Success Professional’s Handbook.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85