The product manager’s CX handbook
GetFeedback
JANUARY 3, 2021
Ten essential elements product managers need to build an agile customer feedback program.
The product manager’s CX handbook
GetFeedback
JANUARY 3, 2021
Ten essential elements product managers need to build an agile customer feedback program.
Handbook 
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Free Webinar. Q&A with Jaakko Männistö: Ask Anything About The Emotional Value Index (EVI®)
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. Marketing Manager at Feedbackly. 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. About the speakers.
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CCO Shares How to Create a Customer-First Health Care System by Directly Engaging Members
Customer Bliss
NOVEMBER 29, 2018
She looked at all of the customer touchpoints and pain points, collected data from call centers to gather complaints and feedback, and reviewed communications previously sent to members. The Department also did a major overhaul to the member handbooks. They previously had around 13 handbooks for members which were all quite redundant.
HR Onboarding Tips for Successful Customer Service Teams
CSM Magazine
OCTOBER 25, 2023
This article outlines techniques and best practices for human resource (HR) managers to use to effectively onboard customer service employees. Develop an Onboarding Plan: Before you start onboarding new customer service employees, the HR manager should develop a well-planned onboarding program.
Holiday greetings from HappyOrNot
Happy or Not
DECEMBER 23, 2021
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. . Next up is to continue developing the Handbook to make it even more useful to our customers’ needs.
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The Ultimate List of Product Experience Resources for 2022
Gainsight
APRIL 21, 2022
You will learn everything from utilizing product analytics and product adoption strategies to career advice for Product Management professionals. . From Idea to Fruition: Manage Your Product Lifecycle More Efficiently. Top KPIs Every Product Manager Should Track. Here Are the Product Management KPIs You Can’t Miss.
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How To Measure Product Adoption Using Product Analytics
Gainsight
APRIL 7, 2022
However, what many product leaders and managers don’t realize is that there’s a set of tools that can both inform and fast-track your product adoption plan: product analytics. Unfortunately, securing better product adoption can seem like an impossible task for product leaders and managers. Build customer feedback loops.
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The Reality Of Pay Per Sale Telemarketing
Magellan Solutions
JUNE 21, 2021
Administrative manual or handbook for managers. It should be something managers can reference to ensure they’re conducting the evaluations correctly. HR must also monitor how well managers are using the program and may need to hold refresher training sessions to remind managers of the process.
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Growth and Analytics: How to Enable Product-Led Success
Gainsight
NOVEMBER 10, 2021
Unfortunately, if you’re a product leader or manager who’s in charge of building your product-led growth strategy from scratch, you may feel overwhelmed. . There’s one tool product leaders and managers can use to crank out rapid product-led success: product analytics. Ready to launch your product-led growth plan?
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4 Easy Steps for Building an Internal Knowledge Base
Comm100
NOVEMBER 5, 2020
Sort, format, and manage your content. Free up internal resources – When your agents don’t know the answer to a problem, they may turn to their colleagues or managers for help. Step 3: Sort, format, and manage your content. Once you have gathered your content, take the time to organize it into manageable sections.
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Service with a Smile
Ann Michaels and Associates
OCTOBER 28, 2018
The company also uses client feedback to provide insight into areas where they can improve. Any time we receive feedback from one of our clients, we analyze the type of comments we receive for trends that then can be solved,” the Training team notes. Security Associates, Inc. We incorporate customer service into every training course.
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The Path Beyond CSM
Gainsight
AUGUST 5, 2022
Imagine you are a Customer Success Manager (CSM), and you wonder what the future holds for you. Over the past ten years, the role of Customer Success Manager has evolved and changed as much as the field of SaaS has. Helping manage renewals and driving advocacy. However, you aren’t sure of the path to get there.
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COPC Standards Committee Update: AI in Focus
COPC
FEBRUARY 15, 2024
AI is enhancing customer service by broadening and refining the use of bots for quicker resolutions, dealing with issues once managed solely by humans. Workforce Management: Accuracy and Data Quality AI analyzes historical data and forecasts call volume with remarkable accuracy, empowering managers to optimize staffing schedules. This
How To Set Up Excellent Call Center Calibration sessions?
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. Call calibration sessions A calibration session is an activity used to unify management ratings and metrics. A calibration session brings together all call center supervisors and managers.
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6 Things I Learned About PLG and Customer Success
Gainsight
APRIL 2, 2021
Because the product is so technical, the CS team includes the traditional CSM role as well as Technical Account Managers and Solutions Architects. Indeed, since Gitlab is so transparent, you can see their approach , including how they leverage Gainsight , in their online handbook. .
When Values Are Valuable
Customer Enthusiast
JUNE 26, 2018
And the most effective organizations will incorporate this value into their hiring and performance management processes in order to add relevance and accountability to this value. Rather than burying them on the website or in the employee handbook or annual report, post them prominently in employee work areas.
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Using Automated Best Practices Puts the ‘Intelligence’ in Artificial Intelligence
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.
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What to Measure for Product-Led Growth
Gainsight
JUNE 17, 2022
User paths can help product leaders and managers see where users are running into friction. User Sentiment and Feedback. Download “ Product-Led Success: The Professional’s Handbook ” now to learn more. . Then, you can measure if users are taking the new expected pathways.
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Tips and Tricks for Building a Product-led Flywheel
Gainsight
NOVEMBER 16, 2021
As the pressure to perform piles on product leaders and managers, there’s a way to release the tension, drive product growth, and tap into a growth plan that feeds off itself. . You can start by using surveys and customer feedback loops to develop different user segments. The SaaS industry has never been so competitive.
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Product Led Success: The Professional’s Handbook – An Introduction Blog
Gainsight
NOVEMBER 10, 2021
If you’re a product manager or leader, it’s up to you to embrace change and dive into the most effective product growth strategy for the era. 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.”. What is product-led success?
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40 Best Customer Service Books We’d Recommend to Support Operators
ProProfs Chat
JUNE 30, 2020
She identifies shortcomings such as social, communication, and self-management behaviors that limit leaders in their career. To help leaders master soft skills, she reflects on how leaders can: Work towards managing their workload. And who can resist an online quiz with instant feedback?” The Service Culture Handbook.
Amazing Business Radio: Jeff Toister
ShepHyken
APRIL 4, 2017
Shep Hyken speaks with Jeff Toister about his new book, The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. Instead, we should focus on the feedback and learn how to use it, so that we can continually improve and deliver even better customer service.
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Got self-doubt? How to silence imposter syndrome in Customer Success
ChurnZero
APRIL 1, 2022
According to research shared in “The imposter syndrome handbook” by Raghav Parkash , imposter syndrome crosses gender, racial, and professional boundaries. A selfish bonus: the more open you are about your limitations, the better you manage your imposter syndrome. Commit to real-time feedback. Create a culture of inclusion.
Friday Tracks and Takeaways When Lightning Strikes
Gainsight
JUNE 11, 2021
Manager, Customer Success at Slack and CEO of Customer Success Network at Slack. How To Hire A Customer Success Manager The Right Way with the amazingly talented Irit Eizips, Chief Customer Officer at CSM Practice. Three key phases for Successful Value Management. Your Customers Need You to Put Yourself First: Listen to Them!
How HR can make a difference: Dean Carter, CHRO at Patagonia
Qualtrics
DECEMBER 11, 2018
The employee handbook is labeled “Let My People Go Surfing” — that was pretty compelling. On using technology to gather feedback: The only way to actually see the nature of the feedback in real time is to use technology. I don’t just tell them, “Hey, 62% of you are giving feedback.
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Why Customer Service is Important to Businesses: Top 5 Reasons
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” . Ritz empowers every staff member, right from housekeeping to management. Why will your employees, if poorly managed, bother to deliver great customer service? credo statement.
Think you’re sending too many surveys? How to avoid survey fatigue.
Qualtrics
JUNE 25, 2019
Survey fatigue is what happens when your audience becomes bored or uninterested in your surveys and it normally happens in two ways: Before taking the survey — overwhelmed by the sheer volume of requests for feedback, customers decide not to even begin your survey. Check out our Question Design Handbook.
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What Does It Take To Be a Client Success Specialist? Which Are the Top 5 Books on Client Success?
SmartKarrot
NOVEMBER 16, 2022
Accumulate and scrutinize client feedback. Another important but often overlooked responsibility of a client success specialist is to gather client feedback and analyze them to extract essential information. Client feedback is one of the most precious pieces of information one can have to improve their product and services.
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8 Internal Communication Tools to Boost Collaboration
Help Scout
APRIL 1, 2019
Basecamp is the tried-and-true project management tool for a lot of teams. It’s not the newest or the most radical, but it’s an all-star, especially when you want to manage ongoing projects. All of the important stuff for creative teams — images, feedback, notes from meetings — can live in Dropbox’s storage place.
The Agency’s Customer Support Review Management Training Handbook for Clients
Grade.us
JANUARY 16, 2019
The vast majority of review management clients aren't using their secret weapon. Somebody (whether that’s the business owner, the support manager, or operations) needs to bring them into the fold and educate them, set expectations, and provide the tools to earn positive reviews that will boost morale and grow the business.
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Mar 16 – Customer Success Jobs
SmartKarrot
MARCH 16, 2021
Role: Director of Customer Success Location: Remote, United States Organization: Terminus As a Director of Customer Success, you will manage a team of 8 (and growing) Customer Success Managers. Manage to production metrics and data-based performance goals. Manage to production metrics and data-based performance goals.
Welcome-from-home: HR’s guide to onboarding employees remotely
Qualtrics
SEPTEMBER 24, 2020
As many talent acquisition teams (and hiring managers) around the world have pivoted their strategies for recruiting and interviewing candidates, they’re also grappling with how to onboard new employees during a pandemic. Managers and HR should express their understanding and support during this challenging time. Inclusivity.
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Top 10 Ways to Build a Customer-Centric Organization & Profitable Business
Pretium Solutions
JANUARY 1, 2012
The feedback you receive will be invaluable. Are your people positive and upbeat, or are they micro-managed and not trusted? To that end, it is critical that management sets effective performance standards and expectations, and then creates the positive accountability to make them meaningful. Reassess your employment culture.
Top 10 Ways to Build a Customer-Centric Organization & Profitable Business
Pretium Solutions
JANUARY 1, 2012
The feedback you receive will be invaluable. Are your people positive and upbeat, or are they micro-managed and not trusted? To that end, it is critical that management sets effective performance standards and expectations, and then creates the positive accountability to make them meaningful. Reassess your employment culture.
Top 10 Ways to Build a Customer-Centric Organization & Profitable Business
Pretium Solutions
JANUARY 1, 2012
The feedback you receive will be invaluable. Are your people positive and upbeat, or are they micro-managed and not trusted? To that end, it is critical that management sets effective performance standards and expectations, and then creates the positive accountability to make them meaningful. Reassess your employment culture.
Customer experience maturity: The 5 pillars to know when evaluating your program
delighted
FEBRUARY 22, 2022
To add to these challenges, educational tools like handbooks, seminars, and models that explain how to grow a CX program, or assess your customer experience maturity, don’t really exist. So where does the manager of a CX program start? Most likely, feedback isn’t being effectively actioned across the company. Making progress.
Help Scout’s Step-By-Step Remote Hiring Process
Help Scout
SEPTEMBER 28, 2021
Hiring teams at Help Scout always consist of the recruiter, a hiring manager for the new role, 2-3 other people from that team, and someone from another team who will work closely with the new hire. Value add interview The first step in our process is a 45-minute video chat with the hiring manager. Yes, you read that right!
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Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.
Top 50 Customer Service Leaders – Best Customer Experience Influencers
Storyminers
JULY 6, 2020
Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Her areas of expertise include market research, program management, marketing, instructional design, and training.
Become a hero your customers deserve: Adam Toporek interview
LiveChat
JUNE 15, 2015
So over time I’ve developed trainings, I’ve created new positions, I wrote handbooks and many, many years later I ended up writing a book called “Be Your Customer’s Hero”. But past that, it really is for business owners, supervisors and managers, because so many of the principles are applicable to anybody who works with customers.
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PX for Desktop and On-Premise Applications
Gainsight
NOVEMBER 16, 2021
Despite common misconceptions, product leaders and managers can still gather and use a massive amount of user data with desktop products. . There are a few common challenges that product leaders and managers face when it comes to on-premise applications. You may need to manage seemingly disconnected offline and online data.
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Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
JULY 14, 2020
Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].
Voice of the Customer – 17 Best Tips from CEOs and Leaders
Survicate
MARCH 20, 2019
Our team’s sales manager led with high-pressure car salesman type tactics, which he also taught to trainees. Which brings us to another distinguishing characteristic of customer-centric companies: Collect and anticipate feedback. Let’s take a look at what it takes to take customer feedback potential to the fullest.
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