Customer Bliss

NOVEMBER 29, 2018

The Department also did a major overhaul to the member handbooks. They previously had around 13 handbooks for members which were all quite redundant. Through focus groups and member feedback, they were able to consolidate the handbook with simpler language, while also meeting the proper regulations and getting to the point.

Chief Customer Officer 195

Chief Customer Officer System Handbook Engagement 195

CloudCherry

AUGUST 27, 2019

He is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. He was also named one of the Top 50 ThoughtLeaders to Follow on Twitter by the International Customer Management Institute. Jeff Toister helps customer service teams unlock their hidden potential.

Handbook 170

Handbook Customer Centricity Customer Service Training Culture 170

ClearAction

FEBRUARY 13, 2023

It is a lost art that customer experience managers need to thrive. It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. Ironically, this simple truth is not top of mind for most leaders in business.

Sports 71

Sports Customer Experience Handbook Case Study 71

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. Today, she is the Marketing Manager at Feedbackly, the only CX platform that can measure customers emotions. EVELY KAASIKU. Enjoy your free recording:

Handbook 98

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. As such, it considers best-practice market research and insight development as a management decision support tool. Storytelling. Direction setting.

Marketing 175

Marketing Handbook ROI Social Media 175

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.

Customer Service 52

Customer Service Handbook Tips Customer Service Representative 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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.

Handbook 36

Handbook Touchpoint User Experience Video 36

inmoment

JUNE 22, 2020

For many companies, particularly large ones, this task is easier said than done, but receiving outreach from upper management can do wonders for employee morale. Similarly, it lets employees know that management cares about keeping them in the loop, which in turn keeps them invested in the company. This strategy has several advantages.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75

SmartKarrot

MAY 15, 2023

Key Account Management (KAM) is the art of strategically managing and nurturing these vital accounts, unlocking their full potential and driving long-term growth. In this blog, we present the top seven books for Key Account Management, carefully curated to provide you with a treasure trove of insights, strategies, and practical advice.

Management 10

Management Handbook Case Study Customer Retention 10

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.

Resources 52

Resources Handbook eBook Government 52

Kayako

APRIL 21, 2016

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. Others create internal wikis on WordPress sites, and some even have hard copies of manuals or handbooks.

Handbook 120

Handbook Guidelines Policies System 120

CSM Practice

JULY 15, 2020

These will serve as a good primer for Customer Success Professionals on their journey to become effective Customer Success Managers. For CSM beginners, Customer Success is a ground-breaking guide to an exciting new customer management model. This book will help you get deeper into exciting new models of customer success management.

Customer Success 52

Customer Success Handbook Guidelines Customers 52

Kayako

JUNE 30, 2016

In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones.

Customer Service 163

Customer Service Handbook Training Customers 163

Call Experts

MARCH 4, 2021

For many reasons, spreadsheets ended up becoming a staple for business management. Fast forward to today, your business needs a more efficient way to track, report, and manage employee attendance. Businesses that do not have an absence management strategy are losing an average of $775 per employee per year. swipeclock ).

Handbook 52

Handbook Policies Insurance Government 52

Kayako

JUNE 30, 2016

In one chapter Ben describes how, during his time at Netscape, he became frustrated with his product managers. So he created a document called “Good Product Manager, Bad Product Manager” which crisply laid out the behaviours of good product managers, and juxtaposed those with the behaviours of bad ones.

Customer Service 156

Customer Service Handbook Training Customers 156

CSM Magazine

DECEMBER 21, 2022

They get a complete corporate overview, employee handbook, social media and blogging policy, if any, and compliance policy. Once the new hire gets accustomed to their new routine, teammates, and reporting manager, they are ready to take up their new role. This list of resources helps the employee to be successful in their role.

Handbook 52

Handbook Policies Culture Social Media 52

Chadwick Martin Bailey

JANUARY 27, 2021

So this story speaks to the power of music to tame the angry consumer—but, more broadly, it’s a study in the importance of understanding and actively managing consumers’ emotions. In this case, it saved me from losing my mind on a rep who wouldn’t have deserved it, and trashing KitchenAid on every public platform possible.

Consumers 98

Consumers Measurement Handbook Brands 98

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.

Sales 52

Sales Handbook Call Center Training 52

Magellan Solutions

MAY 7, 2020

Before hiring anyone, you need to create an employee handbook. The handbook should detail your employee and workplace policies. Your outsourcing partner can provide hiring managers to handle your hiring process or virtual assistants who can take care of non-essential tasks, while you focus on your core activities.

Handbook 52

Handbook Insurance How To Healthcare 52

Experience Investigators by 360Connext

JUNE 24, 2015

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! Honor and Manage Customers as Assets. 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! Pioneering the Role of CCO.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

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

NobelBiz

FEBRUARY 8, 2023

It’s actually in the DMV handbook? The people you lead have to give you permission to lead, and you can become a leader before you become, you know, a team leader, manager, whatever. Same reason I’m frustrated when people are in the fast lane in front of me. They don’t understand what that left lane is for. What that lane’s for?

Handbook 52

Handbook Leadership Contact Center Industry 52

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.

Handbook 59

Handbook Sales Customer Success Customer Journeys 59

CX Accelerator

JANUARY 16, 2020

All or Nothing As Jeff Toister describes in “ The Service Culture Handbook ,” a redirection in culture cannot be a “pet project” or just another program. Having spent the first decade of this career managing a complex technical support environment, Nate transitioned to Customer Experience 2015 and is loving every minute of it.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

All or Nothing As Jeff Toister describes in “ The Service Culture Handbook ,” a redirection in culture cannot be a “pet project” or just another program. Having spent the first decade of this career managing a complex technical support environment, Nate transitioned to Customer Experience 2015 and is loving every minute of it.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

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

Contact Center 52

Contact Center Metrics Training Call Center 52

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. How the Product Adoption Process Works.

Analytics 52

Analytics Measurement How To Handbook 52

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.

Knowledge Base 130

Knowledge Base Omni-Channel Software Policies 130

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. The Service Culture Handbook. Practical Customer Success Management. Author: Jeff Toister.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

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?

Handbook 52

Handbook Roadmap ROI Strategy 52

ShepHyken

SEPTEMBER 26, 2017

Nordstrom demonstrates how it trusts it’s employees through their unique employee handbook which is on a 5 by 7 card that reads on one side, “Welcome to Nordstrom we’re glad to have you with our company, we have only one rule…” Turn it over to reveal that one rule, “Use good judgment in all situations.”. Three Incredible Truths.

Handbook 69

Handbook Culture Innovation Consulting 69

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?

Analytics 52

Analytics How To Handbook User Experience 52

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

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.

Handbook 50

Handbook Leadership Culture Connections 50

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.

Call Center 52

Call Center How To Handbook Measurement 52

Gainsight

MAY 3, 2022

To secure more expansion revenue, product managers need to put the product at the center of the customer experience at every stage of the business–from acquisition all the way to expansion. 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