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.

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The Agency’s Customer Support Review Management Training Handbook for Clients

The post The Agency’s Customer Support Review Management Training Handbook for Clients appeared first on Blog | Your client’s support team is the front line of your client’s business.

How to Unlock Your Outstanding Service Culture for Good

Experience Investigators by 360Connext

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.

Your Complete Customer Engagement Handbook

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

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.

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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What exactly IS a CX Vision?


He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.

Game Changing Methods to Optimize Your Customer Experience


Lynn authored 6 benchmarking studies and 3 CXM handbooks. Game Changers. We’re always on the lookout for the ones that will make the biggest impact. And, on this week’s “Sweets of CX ” podcast, we’ve got the expert.

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,”.

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.

5 Cost-Effective Ways to Keep Furloughed Employees Engaged


Companies should always dispense HR handbooks and related media as a matter of course, but it’s also a good idea to highlight those resources during this pandemic.

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.

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.

Make Your Company’s Name Your Brand Promise


As I read through the handbook, I could sense the bank’s vision and values coming through the pages.

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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. •

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.

The 5 Customer Leadership Competencies Every CCO Must Embrace

Experience Investigators by 360Connext

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!

40 Best Customer Service Books We’d Recommend to Support Operators

ProProfs Chat

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. The Customer Success Professional’s Handbook.

How to Hire Your First Employee & Not Regret It

Magellan Solutions

Before hiring anyone, you need to create an employee handbook. The handbook should detail your employee and workplace policies. Congratulations! After putting in a lot of time and hard work, you now have your very own business. However, the real challenge has only started.

Marketing is Morphing. Insight Departments Must Evolve Too


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. “Why more brands are ditching the CMO position” was the headline of a recent Ad Age article.

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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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.

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.

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.

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. .

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.

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.

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 .

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 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.

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.

Why We built our Culture Code Early as a Startup


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. It’s “NOT” about “Culture fit,” but about complimenting your culture that defines success….

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.

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.

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.

Best Tips and Resources for an Efficient Employee Onboarding Process

CSM Magazine

Having pamphlets, PowerPoint presentations, employee handbooks, company policies and procedures, and even equipment manuals to use throughout the onboarding process (and in the beginning stages of their employment) provides a tangible reference they can go back to whenever they need. Though you may have created an effective strategy for finding the top talent to work for your organization, no employee comes into work on the first day knowing what to do.

An AMA With Ashvin Vaidyanathan And Ruben Rabago


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.