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.

Handbook 120

Handbook Social Media Tips Customers 120

ChurnZero

MAY 31, 2023

Learn how to build health scores across your company to better predict customer health, stop surprise churn, and grow accounts.

Handbook 40

Handbook Customers Company How To 40

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.

Customer Experience 231

Customer Experience Handbook Chief Customer Officer Course 231

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?

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

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 is a lost art that customer experience managers need to thrive.

Sports 71

Sports Customer Experience Handbook Case Study 71

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.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

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. Jeff Toister helps customer service teams unlock their hidden potential. So, we have the WHAT.

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Handbook Customer Centricity Customer Service Training Culture 170

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.

Trends 52

Trends Handbook Healthcare Insurance 52

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.

Customer Service 52

Customer Service Handbook Tips Customer Service Representative 52

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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Resources Customer Success Handbook eBook 98

inSided

APRIL 7, 2020

“ The leading indicators for customer retention and expansion tend to be around the level of engagement between the client and the vendor. ” — Ashvin Vaidyanatham (Chief Customer Officer at Gainsight) and Ruben Rabago (Chief Strategist at Gainsight) in their book, ‘The Customer Success Professional's Handbook.’.

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Handbook Chief Customer Officer Customer Engagement Engagement 59

Feedbackly

OCTOBER 12, 2022

Jaakko is a founder and CEO of Feedbackly, co-founder of CX Academy and CXforum, and the author of the CX handbook The Journey. During her career, she has also led a startup intending to change the world of customer feedback collection – CX has always been in her heart. EVELY KAASIKU. Marketing Manager at Feedbackly.

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Handbook B2C Feedback Measurement 98

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. Step 2: Another assessment tool than can help you to better understand your customer understanding in its wider sense, is our C3C Evaluator. Customer profiles. Storytelling.

Marketing 175

Marketing Handbook ROI Social Media 175

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.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ThriveableBiz

SEPTEMBER 15, 2021

Understanding ever-changing Customer Trends can shape your business future. Which new customer segment is now worth $382 billion globally? And a great example of how a deeper understanding your customers’ WHY opens the gate to new opportunity & revenue paths. So often we only look at the WHAT of our customers behaviour.

Trends 52

Trends Handbook Government Retail 52

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.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

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.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

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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Handbook Guidelines Policies System 120

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.

Self Service 120

Self Service Handbook Conference Communication 120

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.

Customer Service 163

Customer Service Handbook Training Customers 163

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.)

Resources 52

Resources Customer Success Handbook eBook 52

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.

Customer Service 156

Customer Service Handbook Training Customers 156

CSM Magazine

NOVEMBER 27, 2020

Having the long-term support of your customers is absolutely essential these days. If you can retain the customers you win — even forming a community around your brand — then you can thrive. To get customers to stick around and provide your company with steady support, you must provide an outstanding level of customer service.

Customer Service 59

Customer Service Handbook Social Media How To 59

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.

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Customer Centricity Self Service Trends Customer Experience 208

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. .

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

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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Handbook Touchpoint User Experience Video 36

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.

Self Service 93

Self Service Handbook Customer Service Culture 93

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 do they do that’s so incredible?

Brands 113

Brands Handbook Banking Customer Service Training 113

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.

Loyalty 88

Loyalty Handbook Loyalty Programs Consulting 88

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.

Customer Service Strategies 79

Customer Service Strategies Strategy Customer Service Company 79

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.

Customer Success 52

Customer Success Handbook Guidelines Customers 52

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.

Customer Service 67

Customer Service How To Handbook Chatbots 67

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 Build a Customer Listening Path.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

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. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. What does a customer service culture look like?

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Culture Customer Service How To Policies 139

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.

Customer Service 98

Customer Service Self Service Handbook Policies 98

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. The GRBN Invest in Insights Handbook is designed to help Insights leaders achieve both goals.

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Handbook ROI Competitive Advantage eBook 40