Experience Investigators by 360Connext

JULY 7, 2020

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. . When organizations can’t connect customer data to business results, they can’t see the ROI of CX.

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

ChurnZero

MARCH 3, 2022

The ultimate guide to Customer Success in SaaS: the essential handbook for building the modern Customer Success program. After analyzing hundreds of survey responses and consulting our team of Customer Success experts, to distill the data into their top conclusions and recommendations, we surfaces four key focus areas for Customer Success.

Resources 98

Resources Customer Success Handbook eBook 98

Dapresy

FEBRUARY 2, 2018

There are a number of great resources available starting with GRBN’s Invest in Insights Handbook. We believe that the Handbook provides leaders with a powerful tool, across the globe, with practical advice and inspiration to forge ahead – to validate the value of insights, empower their teams and grow their business.

Handbook 40

Handbook ROI Competitive Advantage eBook 40

Maru Group

AUGUST 13, 2019

This fed a thirst for consumer data and proved the value of survey research. They have also developed the Invest in Insights Handbook. The Handbook contains a how-to guide, ROI measurement examples and practical tricks and tips from practitioners. of the handbook.

Handbook 40

Handbook Marketing ROI Return on Investment 40

Kayako

JULY 6, 2017

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. The Customer Support Handbook. Books to develop yourself.

Self Service 93

Self Service Handbook Customer Service Culture 93

Gainsight

JUNE 17, 2022

Without the right data and cross-functional agreement on key performance indicators (KPIs), you risk spending your resources in the wrong place and missing the opportunity to capture and quantify your product-led efforts. Want to learn what data to start keeping track of for PLG? User Sentiment and Feedback.

Measurement 52

Measurement Effort Score Net Promoter Score Handbook 52

Gainsight

APRIL 21, 2022

How To Improve Your Feature Prioritization Process With Data You Already Have. Product Led Success: The Professional’s Handbook – An Introduction Blog. Creating a Best-in-Class Trial Experience. From Silos to a Cross-Functional Focus on Customer Experience. Top KPIs Every Product Manager Should Track. PLG Readiness Assessment.

Resources 52

Resources Handbook eBook Government 52

Bob Hayes

AUGUST 23, 2015

As part of my series on Making Sense of Our Big Data World, today’s post is on measurement scales. If this assumption is true, we can perform useful arithmetic operations with the data from such questionnaires. Big Data is less about the data itself and more about what you do with the data. Ratio Scale.

Measurement 40

Measurement Data Handbook Metrics 40

TechSee

JUNE 16, 2022

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. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ChurnZero

MARCH 3, 2022

The ultimate guide to Customer Success in SaaS: the essential handbook for building the modern Customer Success program The SaaS business model, which runs on recurring revenue , needs Customer Success to survive. We also give you actionable tips to help you combat each churn monsters, and insight into how ChurnZero can help.

Resources 52

Resources Customer Success Handbook eBook 52

COPC

FEBRUARY 15, 2024

Workforce Management: Accuracy and Data Quality AI analyzes historical data and forecasts call volume with remarkable accuracy, empowering managers to optimize staffing schedules. This However, the effectiveness of AI’s predictions depends heavily on the quality and quantity of its training data. 

Contact Center 52

Contact Center Metrics Training Call Center 52

2020 Research

NOVEMBER 1, 2022

Qualitative research uses in-depth interviews to gain rich non-numerical data from individuals. This data helps researchers understand concepts, opinions, and personal experiences. Design questions that simplify data collection and analysis. Format the responses collected to be compatible with your tools during data ingestion.

Handbook 52

Handbook Consulting Analysis Groups 52

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”.

Handbook 60

Handbook Conference Customer Centricity Culture 60

Gainsight

NOVEMBER 10, 2021

One study by Dimension Data found 84% of companies that worked to improve customer service saw an upswing in revenue. With behavioral segmentation informing your plans and behavioral data in front of you, it’s easy to see how to nudge, encourage, or educate users in order to move them toward a quicker onboarding experience. .

Analytics 52

Analytics How To Handbook User Experience 52

Kustomer

MARCH 10, 2022

Life doesn’t come with a handbook and no one can predict catastrophic world events that alter the course of business forever. Customers want to feel valued and what better way to do so than using data to your crew’s advantage? We find that so many leaders fail to be customer-focused and often lack the tools necessary to be effective.

Customer Service 98

Customer Service Self Service Handbook Policies 98

Gainsight

MAY 3, 2022

For instance, maybe you dig into the data and see new users are taking way longer to make an upgrade than advanced users. Ultimately, this data-driven approach can drive retention higher. Download our ebook, “ Product-Led Success: The Professional’s Handbook ,” now to learn how to become a product-led growth master.

Handbook 52

Handbook Roadmap User Experience Metrics 52

Hallmark Business Connections

AUGUST 11, 2021

developed a printed Period Handbook for Dads in Sweden. Print a QR code to send mail recipients to a site or ask them to take an actio n to create helpful data on how your content is performing. Unlike digital content, there’s a lag time collecting data from direct mail content. Naturally, this requires some extra planning.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Gainsight

NOVEMBER 10, 2021

Read on for an introductory taste of product-led success and a preview of our in-depth guide, “Product-Led Success: The Professional’s Handbook.”. According to Dimension Data, 84% of companies that work on improving the customer experience report an increase in revenue. Back your product roadmap with data.

Handbook 52

Handbook Roadmap ROI Strategy 52

Gainsight

APRIL 2, 2021

Indeed, since Gitlab is so transparent, you can see their approach , including how they leverage Gainsight , in their online handbook. . They need to look at adoption data as a proxy. Gitlab shared how they have driven an integrated customer journey across these teams by methodically documenting their processes.

Customer Success 52

Customer Success Handbook Software Groups 52

Alida

APRIL 11, 2017

This can lead to overzealous employees pressuring customers into giving a favorable review, leaving the customer uncomfortable and the dealership with inaccurate data that’s not actionable. To learn more about enabling authentic customer engagement, download The Authenticity Handbook.

Automotive 113

Automotive Handbook Competitive Advantage Study 113

Comm100

NOVEMBER 5, 2020

Successful internal knowledge bases give all agents access to the same data and response standards. Help your team perform efficiently – Your internal knowledge base will increase agent efficiency through data centralization, but it shouldn’t stop there. Does it support rich data formats like video and images?

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

Gainsight

JULY 6, 2021

In the introduction of “The Customer Success Professional’s Handbook,” Gainsight’s CEO, Nick Mehta, stated, Companies cemented in the past are still searching for ways to automate the humanity out of customer relationships. We suggest several aspects of best practices for companies when they are first starting their Customer Success Journey.

Handbook 73

Handbook Customer Success Customer Base Technology 73

NobelBiz

FEBRUARY 15, 2023

After reviewing the calls, the team reviews the employee handbook to ensure they’re complying with the standard agents are using. Also, the NobelBiz OMNI+ interface is one of the most agent-friendly on the market, seamlessly combining the simplicity of operating calls and interactions with the crisp and precise client data feed.

Call Center 52

Call Center How To Handbook Measurement 52

Gainsight

AUGUST 5, 2022

In Gainsight’s book, The Customer Success Professional’s Handbook, the authors shared the essential skills that every CS professional should possess. Using data and playbooks to mitigate customer risks. Core CSM competencies. Skills such as: Understanding the Customer Lifecycle and Journey Map. Building and using Health scores.

Handbook 59

Handbook Sales Customer Success Customer Journeys 59

Qualtrics

APRIL 19, 2021

With a book that’s as practical as it is inspiring, Leach provides a powerful handbook for any marketer or researcher who wants to design creative that compels people to listen, care, and act. Storytelling with data. By Cole Nussbaumer Knaflic. Storytelling is an increasingly important skill for any researcher.

Marketing 29

Marketing Handbook Roadmap Culture 29

Natalie Petouhof

JULY 26, 2016

i] Dual-task interference in simple tasks: Data and theory. i] The Concept of Flow: Handbook of Positive Psychology, Nakamura, J. Miller’s 1968 paper, “Response Time in Man-Computer Conversational Transactions, https://www.computer.org/csdl/proceedings/afips/1968/5072/00/50720267.pdf. iii] [link]. [i] i] [link]. [i]

Handbook 40

Handbook Customer Experience Resources Customers 40

Bold360

JANUARY 18, 2018

And to ensure that agents immediately understand the customer’s entire account history, customer care solutions can compile data to arm agents with a 360-degree view of the customer. Create clear escalation paths in your support handbook so agents know when to switch channels. Know when to change channels.

Brands 45

Brands Handbook Roadmap Tips 45

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. What are the most important processes to have in place?

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

ProProfs Chat

JUNE 30, 2020

The Service Culture Handbook. This customer service culture handbook is a step-by-step guide for its readers to create a customer-focused culture in the company. How to Revolutionize Customer Employee Engagement with Big Data and Gamification. The Customer Success Professional’s Handbook. Author: Jeff Toister.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Qualtrics

JULY 23, 2019

Without data and market research , you wouldn’t be able to provide a great employee, brand, product, or customer experience because you couldn’t understand how to accomplish it. Data is the driving force in your company and you can learn from the experts in the industry by following them on Twitter.

Marketing 32

Marketing Handbook Net Promoter Score Entertainment 32

Ann Michaels and Associates

OCTOBER 28, 2018

At Vi, an operator of continuing care retirement communities and home health care, all new employees receive a service commitment handbook and training is reinforced during the orientation period through classroom learning, online courses, and custom videos. The data is collected and tracked monthly, quarterly, and annually. .

Handbook 61

Handbook Customer Service Training Training Measurement 61

SurveySparrow

JUNE 21, 2020

Writing a 100-page thick handbook for culture codes can serve the purpose of ‘We have a grand, long culture code to abide by’ speech. We focus on relevant data that supports work execution and the resolution of those challenges in hand. Principles that we wish for our team to believe in. Culture code design principles.

Culture 98

Culture Handbook Guidelines System 98

Kayako

JANUARY 24, 2018

Jeff Toister is the bestselling author of The Service Culture Handbook. Only 8% of organizations say that they have all of their channels connected and, in fact, as many as 70% say that none or very few of their channels are connected, according to Dimension Data. Customer support works better as a team sport.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Gainsight

JUNE 11, 2021

You really don’t need to do hundreds of interviews to find data points that you can start to take action on. There will be NLP analysis of conversational data for more robust customer sentiment. There should be explicit knowledge: data, information, documents, records, and files. It’s less important to ask people what they want.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

ChurnZero

MARCH 23, 2021

This is a guest blog post by Howie Bick the founder of The Analyst Handbook. Showing a customer how a SaaS product works, the way it can provide value, the data it can produce, and how they can incorporate it into their business is often a bit of a journey. Then you can apply it from a marketing standpoint.

Handbook 52

Handbook Software System Customer relationships 52

Gainsight

NOVEMBER 23, 2020

Finally, GitLab is a “handbook-first” company with a company-wide commitment to clear documentation and transparency – not only within the company but publicly. Use data to help fashion a story around how last year went, where we are currently, and where we are headed.

Customer Success 52

Customer Success Roadmap Handbook Financial 52

Qualtrics

FEBRUARY 20, 2021

Most people will be able to answer the question – and the answers will look reasonable – but the data won’t be very accurate. So how do we avoid wasting time and money on faulty data? Yes, it may require more time and investment, but not doing it may result in research with skewed data that will have ultimately been a waste.

ROI 26

ROI Marketing Handbook Insurance 26