Help Scout

AUGUST 22, 2023

Illustrations are a critical component of a brand’s storytelling process. Here’s how we approached illustrating the Help Scout Brand Handbook. Read the full article

Handbook 75

Handbook Brands 75

Thematic

FEBRUARY 24, 2025

Worse, 79% of customers will switch brands if they find a competitor with a better experience. Social media listening – Analyze comments, mentions, and discussions about your brand. Social media platforms – Where customers engage with brands, leave reviews and ask questions.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

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

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. . Many organizations believe they understand the journey their customers take with their brand. What do you see?

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Throughout his career, he has assisted many Fortune 500 and global brands to improve their customer-facing organizations. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX Accelerator

JANUARY 16, 2020

Achieve Harmony Between Culture and Brand The most effective way to reduce the “fence” population is by creating an authentic alignment between culture and brand. Because every brand is unique, and therefore every culture must also be unique. . Because every brand is unique, and therefore every culture must also be unique. .

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

Achieve Harmony Between Culture and Brand The most effective way to reduce the “fence” population is by creating an authentic alignment between culture and brand. Because every brand is unique, and therefore every culture must also be unique. . Because every brand is unique, and therefore every culture must also be unique. .

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Michel Falcon Experience

AUGUST 18, 2014

I recently read a fantastic New York Times article which highlighted the employee onboarding best practices from admired brands such as: Warby Parker, Bonobos, ZocDoc, Birchbox and Thrillist. Have you set aside their welcome package and employee handbook? Or, we do it, just not very well or as consistent as we should.

Handbook 123

Handbook eBook Training Exercises 123

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. From purchasing to customer support, your brand’s mobile strategy should synchronize with your customers’ journeys. Most consumers expect ready access to support or help.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Thematic

MARCH 20, 2025

Download NLP Generative AI Text Analytics Handbook Beyond NLP: How LLMs Transform Text Analytics Is your Text Analytics solution still relying on B-Grade NLP? Improved CX, higher customer satisfaction, and stronger brand loyalty. The result?

Analytics 62

Analytics Social Media Banking Analysis 62

Chadwick Martin Bailey

JANUARY 27, 2021

The importance of which types of emotions a brand inspires depends on the matter at hand. For example, most brands should aim to minimize negative emotions, especially ACTIVE negative emotions , which inspire reactions like trolling the brand online and posting bad user reviews. Industry also matters!

Consumers 98

Consumers Measurement Handbook Brands 98

Kayako

JANUARY 24, 2018

That’s because smart companies know they’ll be competing on customer experience: Gartner predicts customer experience will overtake price and product as the key brand differentiator. Jeff Toister is the bestselling author of The Service Culture Handbook. Excellent customer experiences grow customer loyalty. Probably not.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Thematic

MARCH 26, 2025

Key takeaway: Feedback isn’t just about fixing problems—it’s also about amplifying what customers already love and using that insight to refine branding and messaging. Turning negative experiences into positive ones helps improve retention and brand loyalty. ​ Remember to read user reviews, too.

Feedback 62

Feedback Social Media Analysis Survey 62

inmoment

JUNE 22, 2020

Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed employees. Just like customers, employees are facing tremendous stress and anxiety in the era of COVID-19. HR Lifelines. Internal Resources.

Employee Engagement 75

Employee Engagement Engagement Handbook Social Media 75

Alida

APRIL 11, 2017

Several luxury car brands have done an excellent job of implementing flexible price points, offering tiered service levels and associated pricing. To learn more about enabling authentic customer engagement, download The Authenticity Handbook. Provide different service and price levels.

Automotive 113

Automotive Handbook Competitive Advantage Study 113

Alida

APRIL 28, 2016

Embrace brand authenticity. RELATED: Read the Authenticity Handbook for real-world examples of companies that are building genuine trust with their customers and employees. . They could also become brand advocates for your company if they feel like the time they spent with you was beneficial to their careers. Final thought.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

Bold360

JANUARY 18, 2018

Every week, the average consumer sends hundreds of text messages to friends, family, and increasingly, to brands. 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. The post Is Your Brand Friendly Enough to Text?

Brands 45

Brands Handbook Roadmap Tips 45

ClearAction

FEBRUARY 13, 2023

This is how both luxury and discount brands can have raving fans. The closer you get to this ratio, the more magnetic your brand becomes for customers, employees, and investors. Leading customer experience excellence means driving a 1-to-1 ratio between what’s expected versus what’s experienced.

Sports 71

Sports Customer Experience Handbook Case Study 71

ImprintCX Articles

MARCH 5, 2024

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. According to a 2021 Qualtrics study , only 28% of marketing and CX leaders have processes allowing the brand strategy to feed into CX design and delivery.

Brands 52

Brands Customer Experience Management Customer Centricity 52

Joe Rawlinson

MAY 16, 2018

This, in turn, serves as a deterrent to them switching to another brand. Consumer product manufacturers include manuals and tech-specs handbooks for new users to read and get acquainted with their new purchase. Effective onboarding strategies can help with customer acquisition and improve customer experience. Onboarding Tools.

Loyalty 88

Loyalty Handbook Loyalty Programs Consulting 88

Thematic

MARCH 20, 2025

65% have switched brands after a negative service experience. Imagine an e-commerce brand analyzes customer reviews and support tickets to uncover recurring complaints about delayed shipments. In fact: 78% of customers have abandoned a purchase due to poor customer service.

Analytics 62

Analytics Customer Service Analysis e-support 62

Gainsight

MARCH 29, 2022

In fact, one in every three customers now say a single bad experience is enough to cause them to walk away from a brand they love. Download our “ Product-Led Success: The Professional’s Handbook ” to learn how to lift your team and organization to a whole new level. The result?

Strategy 98

Strategy Marketing Handbook User Experience 98

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Colin is recognized by Linkedin as one of the ‘World’s Top 150 Business Influencers’.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Grade.us

JANUARY 16, 2019

The post The Agency’s Customer Support Review Management Training Handbook for Clients appeared first on Blog | Grade.us This guide really isn't intended to be a perfect fit for every industry, niche or option. You'll need to figure out which details work best for their business. No two businesses (let alone industries) are the same.

Handbook 36

Handbook Training Management ROI 36

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Colin is recognized by Linkedin as one of the ‘World’s Top 150 Business Influencers’.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Develop personal brand. The Service Culture Handbook. “People don’t care how much you know until they know how much you care”. Theodore Roosevelt. View critics at workplace.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Comm100

NOVEMBER 5, 2020

With an internal knowledge base, companies can count on a consistent brand voice, accurate delivery, and responses that have been consistently formatted for different customer service platforms. Provide consistency – For your customers, being told two different things by two different agents is very frustrating.

Knowledge Base 130

Knowledge Base Omni-Channel Software Handbook 130

SurveySparrow

JUNE 21, 2020

People, including you & me, have made these vague statements about “Culture,” or “business culture,” or “brand culture” at least once. Not just a code, but the personality of our brand. Now, what exactly are these culture codes? And why do we need them? How are they important?

Culture 98

Culture Handbook Guidelines System 98

ThriveableBiz

SEPTEMBER 15, 2021

A couple more insights in that report … 33% of consumers stopped using a brand based on its societal actions, 80% of Gen Z refuse to buy goods from companies involved in societal scandals. We've created a Handbook that challenges you to identify the opportunity for your business from these Customer Trends. So it’s game on!

Trends 52

Trends Handbook Government Retail 52

Thematic

OCTOBER 8, 2024

They allow you to rapidly analyze large quantities of data in one place and to better understand how your customers feel about your brand through sentiment analysis. of marketers reporting that VoC programs increased their customer retention, this type of data is great for understanding brand loyalty.

Analytics 62

Analytics Tools Feedback Handbook 62

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. Who is most engaged and willing to promote the brand or purchase again? So where does the manager of a CX program start? Expanding and scaling.

Customer Experience 91

Customer Experience Net Promoter Score Self Service Handbook 91

CSM Magazine

NOVEMBER 27, 2020

If you can retain the customers you win — even forming a community around your brand — then you can thrive. The bigger your brand grows, the more people will choose to talk about it online, and the more mentions it’ll get through Twitter and Facebook. This isn’t easy, though. Engage with customers through social media.

Customer Service 59

Customer Service Handbook Social Media How To 59

Hallmark Business Connections

AUGUST 11, 2021

What has made the brand so successful (PetSmart acquired it for $3.35 If you’re looking for a way to make your brand stand out, consider zigging while others zag. That effective audience development tactic is why Johnson & Johnson-owned tampon brand, o.b., developed a printed Period Handbook for Dads in Sweden.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Maru Group

AUGUST 13, 2019

“Why more brands are ditching the CMO position” was the headline of a recent Ad Age article. In the past, the CMO role lacked “accountability for the performance of the brands,” Beam Suntory CEO Albert Baladi told Ad Age. They have also developed the Invest in Insights Handbook. of the handbook.

Handbook 40

Handbook Marketing ROI Return on Investment 40

Thematic

OCTOBER 7, 2024

Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback. Think about every stage of the customer journey from their first interaction with your brand to post-purchase support.

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

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. Wondering what it takes to make your brand stand out against the competition? We find that so many leaders fail to be customer-focused and often lack the tools necessary to be effective. Well, wonder no more!

Customer Service 95

Customer Service Self Service Handbook Policies 95

Happy or Not

DECEMBER 23, 2021

Our brand refresh . that we launched our refreshed brand in Q3. From the refined appearance of our Smileys and Logo, to an improved look & feel and focused messaging, the new brand appearance will continue its roll out across all our touchpoints. . Highlights from this year . You’ve probably noticed (if not, take a look!)

Handbook 36

Handbook Touchpoint User Experience Video 36