Win a ticket to UserConf and The Customer Support Handbook by Sarah Hatter


We’re giving away a ticket to UserConf San Francisco and copies of Sarah Hatter’s book The Customer Support Handbook. We’re giving away one ticket to the UserConf, and the winner will also receive a copy of Sarah Hatter’s book, The Customer Support Handbook.

Is it Time to Do Away with Market Research Departments?


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. What’s your gut response to the title question about eliminating Market Research Departments? It depends? I am probably in the third camp.

How to Unlock Your Outstanding Service Culture for Good


I’m delighted to tell you about Jeff’s new book, The Service Culture Handbook , A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. ” – Jeff Toister, The Service Culture Handbook.

The Need for Customer Experience is Based on Science Not Myth

Natalie Petouhof

i] The Concept of Flow: Handbook of Positive Psychology, Nakamura, J. Miller’s 1968 paper The Concept of Flow: Handbook of Positive PsychologyTweet The need for customer experience to improve is not a myth. In fact, here’s why.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime

CCO Shares How to Create a Customer-First Health Care System by Directly Engaging Members

Customer Bliss

The Department also did a major overhaul to the member handbooks. They previously had around 13 handbooks for members which were all quite redundant. How do you make health care more personal and customer-focused?

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A Cure for the Overloaded Workforce: Capacity Planning - Frank Reactions

Tema Frank

You wouldn’t expect a book called the Resource Management And Capacity Planning Handbook to be high on the reading list of someone interested in customer experience improvement. You’d be wrong though. Because if your employees are chronically overloaded, they won’t … Continue Reading → The post A Cure for the Overloaded Workforce: Capacity Planning appeared first on Frank Reactions.

Being relevant and making an impact – it’s worth the effort and investment!


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

The 7 habits of Companies with successful customer-centric cultures


Again, using the example of Nordstrom, their employee handbook is effectively a bible. Here are some of the points from the handbook: • Salespeople are taught to walk your bagged purchased around the counter to you vs. just handing it across the counter. •

Webinar: Conquering the top 5 customer support mistakes, with Sarah Hatter and Sarah Chambers


In Sarah Hatter’s book, The Customer Support Handbook , she discusses alternative options for using language such as: “Instead of “I apologize,” say, “I’m really sorry,”.

The 5th Way B2B Companies Can Accelerate Growth

Waypoint Group

You can catch up on all of our previous posts on our blog and put them together in the ultimate growth handbook.

How Documented Procedures Can Make Your Customer Support More Effective


Stephanie Spaan, CEO of Excel Achievement Center says she has handbooks with policies and procedures for both her part-time and full-time employees so they know exactly when they get paid, who to talk to if they have a question, and more. This is a guest post by Owen Enaohwo of Sweet Process.

Employees Don’t Fail, Your Systems Do

Michel Falcon Experience

which originated from Peter Scholtes book “ The Leader’s Handbook.” People don’t fail, systems do. I first heard this quote while working at 1-800-GOT-JUNK? ” After hearing this statement, it got me thinking, is it true? Are we, as people, not meant to fail?

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PeopleShock Launch Day is Almost Here! - Frank Reactions

Tema Frank

Tema has now recast those ideas into a handbook for CEOs and supporters of customer experiences so they can systematically ease into that way of thinking and planning. PeopleShock: The Banner! This is getting exciting!

The 5 Customer Leadership Competencies Every CCO Must Embrace


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! 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!

The 3 Customer Service Skills of Brilliant Support Teams


Here’s the download of the full Customer Thermometer customer support handbook. This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz.

The 3 Customer Service Skills of Brilliant Support Teams


Here’s the download of the full Customer Thermometer customer support handbook. This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz.

Service with a Smile

Ann Michaels and Associates

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.

When Values Are Valuable

Customer Enthusiast

Rather than burying them on the website or in the employee handbook or annual report, post them prominently in employee work areas. Earlier today I was the guest on a leadership podcast. Among other topics, we discussed organizational values.

People hate servicing their cars, but it doesn’t have to be that way

Vision Critical

To learn more about enabling authentic customer engagement, download The Authenticity Handbook. One in three Americans would avoid owning car if they could. That’s one of the startling findings in the first annual Mobility Study , a report on changing automotive consumer preferences.

Two key takeaways from Forrester CXNYC 2016


OpinionLab customer Nordstrom (who was featured in Sam’s presentation) demonstrates the ideal of how engaged, empowered employees contribute to CX: Nordstrom’s employee handbook is only one page long, and that page states simply, “Use good judgment in all situations”. I recently attended Forrester’s CXNYC conference. Forrester’s events are a great bellwether for the state of CX.

The 10 Most Important Customer Service Books to Kick Start Your Career


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.

Customer Service Professional Development – Resources To Help You Learn & Grow


Author of The Service Culture Handbook. When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others.

The cheapest, easiest, and fastest change in customer support is language


Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook.

The Hubspot-Dan Lyons saga offers lessons on employee engagement, authenticity and corporate culture

Vision Critical

RELATED: Read the Authenticity Handbook for real-world examples of companies that are building genuine trust with their customers and employees. .

Are We Doing Employee Onboarding All Wrong?

Michel Falcon Experience

Have you set aside their welcome package and employee handbook? They send their employees a digital company handbook and welcome packet the day before their first day. Employee onboarding is the design of what your employees feel, see and hear after they have been hired.

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences


Jeff Toister is the bestselling author of The Service Culture Handbook. At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well.

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17 tools to help you write the perfect email to just about anyone


The Customer Support Handbook [book] – This book comes from Sarah Hatter’s years of mounting frustration working on hyper-formal customer service teams.

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How Customer Onboarding Can Help Improve Loyalty

Joe Rawlinson

Consumer product manufacturers include manuals and tech-specs handbooks for new users to read and get acquainted with their new purchase. A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place.

Ease up on customer service demands during inclement weather

Service Untitled

Employees are not automatically entitled to being paid if they can’t get to work, and those policies should be clearly explained in staffing contracts or the company handbook.

Is Your Brand Friendly Enough to Text?


Create clear escalation paths in your support handbook so agents know when to switch channels. Every week, the average consumer sends hundreds of text messages to friends, family, and increasingly, to brands. Text messaging offers what most customers want from support: direct, immediate, and personal responses. A Twilio poll found that 89% of consumers want to text with businesses and yet as big brands jump on this trend, they risk turning customers off.

5 Values Every Call Center Manager Should Promote


Nordstrom’s culture manifests this value in their very brief employee handbook that contains one simple rule: “Use good judgement in all situations.” Helping our users deliver a superb customer service is our number one priority at Talkdesk.

The need to improve customer service in our schools

Service Untitled

For instance, staff handbooks should now include time limits for all school personnel to respond to voice mails and parent schoolwork requests. A Florida teenager was absent from school for an extended period of time because of a life-threatening illness.

Making Sense of Our Big Data World: Measurement Scales

Bob Hayes

Handbook of experimental psychology. As part of my series on Making Sense of Our Big Data World, today’s post is on measurement scales. See the overview, Making Sense of Our Big Dat World: Statistics for the 99% , to understand the importance and value of understanding statistics.

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The “WOW” of customer service

Service Untitled

It’s written about in customer service handbooks; we recognize organizations who deliver these types of experiences, and we list the essentials of a great customer service person.

Amazing Business Radio: Robert Spector


Robert Spector Shares The Nordstrom Way to Customer Experience Excellence. How would you like to be the Nordstrom of your industry? Well stay tuned and you’ll learn tips to help you do just that!

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty


In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. “In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it.

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Guest Blog: “We Hate ‘dat Letter”


In the hotel handbook I noticed a letter from the Hotel Manager saying their “customer service policy is to do everything they can to maintain the relationship with that guest long after they leave.”. This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. It’s a great example of how not to give excellent customer service! Shep Hyken .

Guest Blog: How to Give Your Service Mantra Real Meaning


Jeff Toister is a consultant, trainer, and author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.

5 Top Customer Service Articles For the Week of November 21, 2016


The NPS Handbook to Analyze the Drivers of Loyalty by CustomerGauge. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Dodgy tumble dryers – your legal rights & what to do

Helen Dewdney

Whilst I agree that for you to be covered by this law, you should follow maintenance guidelines in the handbook, you should be able to put the machine on like you would a washing machine and dishwasher when you are asleep or out of the house! Many people have what some of us might consider as dodgy tumble dryers and have asked what they should do if they think they are affected and how long is reasonable to wait. So what is going on? Current situation.

10 Ways To Improve The Online Customer Experience For Shoppers


As you’re checking, keep a grammar handbook nearby. There’s more competition than ever online as you try to sell your goods. Customers are looking for more than just a utilitarian shopping site, they want an experience.

When customer service defines a business culture

Service Untitled

Culture is how an organization operates whether you chalk it up to customs, attitudes, or etiquette. It’s difficult to define because every business has a culture, but how effectively does it serve a company, and if we want to transform our culture can we really do it?