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. You can also read a short commentary from System 1. Pricing, value perceptions and CLV (Customer Lifetime Value). Customer retention and churn rates. Storytelling.

Marketing 175

Marketing Handbook ROI Social Media 175

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. How do I store my documented procedures?

Handbook 120

Handbook Guidelines Policies System 120

Kayako

JUNE 30, 2016

Bad support teams think they are simply there to provide a response back to the customer, to maintain the ticketing system or to update customer enquiries. How will you know when you’ve got customer service skills right? In summary, great support teams understand that they are the front line in customer retention.

Customer Service 163

Customer Service Handbook Training Customers 163

Kayako

JUNE 30, 2016

Bad support teams think they are simply there to provide a response back to the customer, to maintain the ticketing system or to update customer enquiries. How will you know when you’ve got customer service skills right? In summary, great support teams understand that they are the front line in customer retention.

Customer Service 156

Customer Service Handbook Training Customers 156

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

Kayako

JANUARY 24, 2018

While Warby Parker store visitors are personally welcomed by a greeter who get you to where you need to go—and their POS system remembers you. It’s easy to see why this retail customer experience makes it effortless for returning customers. Jeff Toister is the bestselling author of The Service Culture Handbook.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Gainsight

JUNE 11, 2021

Exploring the Connection Between Customer Education & Customer Success co-starring Ruben Rabago, Chief Customer Officer at Intellum and author of “The Customer Success Professional’s Handbook” and Greg Rose, Chief Experience Officer at Intellum.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91