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 has also authored customer service training videos on LinkedIn Learning including Customer Service Fundamentals and Leading a Customer-Centric Culture.

Handbook 170

Handbook Customer Centricity Culture Customer Service Training 170

Customer Bliss

NOVEMBER 29, 2018

When looking at how all of the pieces come together, Antoinette realized that the Department needed to focus on improving operations in order to shift the culture to becoming member-first. . Antoinette focused on creating a culture shift to that of person-centeredness. The Department also did a major overhaul to the member handbooks.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

ECXO

SEPTEMBER 4, 2024

By taking a page out of the Stoic handbook, you can turn even the toughest customer interactions into opportunities to build stronger relationships and create positive experiences. Southwest Airlines: Humility and Ego Control Southwest Airlines embodies the Stoic principle of diminishing ego through its employee-first culture.

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

Alida

APRIL 28, 2016

And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Many business leaders confess to aspiring to copy Hubspot’s “culture code,” which the company has made public since 2013. If the image that you project doesn’t accurately reflect your culture, current and former employees will call you out.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

Thematic

OCTOBER 30, 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. Try out Thematic on your customer data and see for yourself why so many companies use us for their VoC programs.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Help Scout

AUGUST 22, 2023

Here's how Ritz-Carlton's employee language handbook unifies the team and properly introduces the culture to new hires. Read the full article

Handbook 40

Handbook Culture 40

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. Impact and truth culture. Storytelling. Direction setting. This research is now a few years old and the world is changing fast. Seat-at-the-table and leadership. Functional talent blueprint.

Handbook 175

Handbook Marketing ROI Social Media 175

Think Customers

NOVEMBER 9, 2023

And right now, 59% of customer service reps are at risk of burnout, including 28% who are at risk of severe burnout, according to Jeff Toister, author of the Service Culture Handbook. They have feelings—and can sometimes get overwhelmed by them. Expect that number to grow in tandem with more automation and AI.

Trends 52

Trends Handbook Insurance Healthcare 52

ClearAction

FEBRUARY 13, 2023

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. This customer experience course is an actionable overview for making CX a team sport company-wide. The Essentials module is free to everyone.

Sports 71

Sports Customer Experience Handbook Case Study 71

Michel Falcon Experience

NOVEMBER 17, 2014

which originated from Peter Scholtes book “ The Leader’s Handbook.” Kelly doesn’t seem to fit your work culture. Aren’t we suppose to have systems in place to ensure we are welcoming people to our business who will be a cultural fit? People don’t fail, systems do. Is it Kelly’s fault?

System 153

System Handbook Exceptional Customer Service Culture 153

CSM Magazine

MARCH 31, 2023

With skills-based learning courses available, it may surprise you just how effective incorporating proper safety protocols into company culture can be when tackling the issue of harassment head-on! Compliance with workplace policies and procedures is vital to achieving success and promoting a harmonious work culture.

Training 52

Training Handbook Policies Culture 52

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? This chapter explores how to create a customer-centric culture, emphasizing the importance of meeting customers where they are and integrating customer success into your application.

Customer Success 52

Customer Success Customer Journeys Handbook Touchpoint 52

CSM Magazine

DECEMBER 21, 2022

When a new recruit joins your company, his mind is loaded with questions about their assigned role, the company, the processes, and the culture; an effective onboarding program is designed to answer all these queries and helps them or in preparing for a better future in the organization. Phase 2: Welcoming New Hires.

Handbook 52

Handbook Policies Culture Social Media 52

Kayako

JULY 6, 2017

How can you cultivate an open culture within your team? 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.

Self Service 93

Self Service Handbook Customer Service Culture 93

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? For instance, Zappos has their Ten Core Principles on how to create that customer-focused culture. They’re committed.

Handbook 76

Handbook Culture Customer Focused Customer Service 76

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! Leadership, Accountability and Culture. Culture must be proven. If you aren’t prepared to tie each action with a result, then culture won’t make a difference. Pioneering the Role of CCO.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

ShepHyken

SEPTEMBER 26, 2017

Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. Featured Interview: Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience. How can I create a customer-focused culture?

Handbook 69

Handbook Culture Innovation Consulting 69

Service Untitled

FEBRUARY 2, 2011

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? Do we want to deliver a better or different product?

Culture 46

Culture Customer Service Handbook Social Media 46

OpinionLab

JULY 15, 2016

Involve employees to build a CX culture. Forrester CXNYC also put significant emphasis on aligning CX efforts with internal corporate culture. Our customer Citi outlined in their main stage presentation how a customer-centric culture is helping them to consistently implement cross-channel CX.

Handbook 60

Handbook Conference Customer Centricity Culture 60

ChurnZero

APRIL 1, 2022

According to research shared in “The imposter syndrome handbook” by Raghav Parkash , imposter syndrome crosses gender, racial, and professional boundaries. Some say that imposter syndrome is nothing more than a side effect of toxic work culture. I fully agree that a toxic culture can foster or trigger imposter syndrome,” says Sharon.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

Integrity Solutions

FEBRUARY 12, 2021

But what about the more subtle “rules” that aren’t covered in the employee handbook? And if people aren’t clear on what’s expected of them, you won’t be able to build a sustainable culture that’s rooted integrity and customer service. For example, do they know not to speak to customers in a bored or impatient tone?

Customer Service Strategies 75

Customer Service Strategies Strategy Customer Service Company 75

ProProfs Chat

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Building a smart teamwork culture for your support team can always be a challenging task. Books on Customer Service Culture. For that to happen for your business, make sure that you have a great customer service culture in place. The Amazement Revolution.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ImprintCX Articles

MARCH 5, 2024

Many professionals who obtain these certifications understand the theory and offer handbooks and templates to enable implementation, but don’t practice the application on a consistent basis. Reinforces the organization’s culture and core values. Facilitates faster innovation cycles and increased speed to market.

Brands 52

Brands Customer Experience Management Customer Centricity 52

Alida

APRIL 11, 2017

While certain misperceptions about dealerships can be solved by clear communication, sometimes the core issue is a pushy and dishonest upsell culture. To learn more about enabling authentic customer engagement, download The Authenticity Handbook. Reward the right behavior. Does this sound familiar?

Automotive 113

Automotive Handbook Competitive Advantage Study 113

CSM Magazine

JULY 21, 2020

Therefore, make sure new starters are engaged from the time they accept the job offer by fostering an inclusive environment where new agents flourish and quickly adapt to your contact centre’s culture. Consider buddying new recruits with a mentor who is on hand to answer quick day-to-day questions and illustrate contact centre culture.

Gamification 52

Gamification Handbook Social Media Video 52

Customer Enthusiast

JUNE 26, 2018

Instead of defaulting to the term itself (knowledge) or an impressive title (Organizational Learner), I challenge companies to consider their workforce, customers, and culture. Rather than burying them on the website or in the employee handbook or annual report, post them prominently in employee work areas. Never stop learning.

Handbook 50

Handbook Leadership Culture Retail 50

ShepHyken

MARCH 31, 2017

A customer service mantra is a powerful part of any service culture. I like to ask audiences I speak to for examples of companies with customer-focused cultures. you’ll magically have a customer-focused culture too. Having one can give your employees clear direction. But simply having one isn’t enough.

Handbook 48

Handbook How To Culture Loyalty Programs 48

Kayako

JUNE 30, 2016

Here’s the download of the full Customer Thermometer customer support handbook. In our experience, you know you’ve got it right when customers try and poach your staff! Whilst it can be a challenge, as the old saying goes, ‘it’s a nice problem to have’.

Customer Service 163

Customer Service Handbook Customers Training 163

Ann Michaels and Associates

OCTOBER 28, 2018

Quicken Loans’ culture is built on core values that every team member is encouraged to conduct themselves by every day. Changing the focus has helped us change the culture at JL,” says Manager of Training and Development Kenneth Barber. Customer Service as a Key Value. We incorporate customer service into every training course.

Handbook 61

Handbook Customer Service Training Training Measurement 61

Qualtrics

APRIL 19, 2021

She argues that disruption goes beyond innovation and provides a roadmap with three key areas: Strategy designed to meet the needs of future customers; leadership that creates a movement to drive and sustain transformation; and a culture that thrives on disruptive change. Invest in this book, think about the ideas and make up your own mind.

Marketing 29

Marketing Handbook Roadmap Banking 29

Kayako

JUNE 30, 2016

Here’s the download of the full Customer Thermometer customer support handbook. In our experience, you know you’ve got it right when customers try and poach your staff! Whilst it can be a challenge, as the old saying goes, ‘it’s a nice problem to have’.

Customer Service 156

Customer Service Handbook Customers Training 156

ShepHyken

MARCH 31, 2023

Earlier this year, Jeff Toister of Toister Performance Solutions and author of The Service Culture Handbook surveyed 951 customer service agents on their burnout risk. Over 50% of respondents reported being prescribed medication to alleviate stress and anxiety. That’s a sobering statistic, but there is a bright spot.

Customer Service 69

Customer Service How To Handbook Chatbots 69

COPC

FEBRUARY 15, 2024

AI-Powered Recruitment: Potential and Concerns AI-powered tools streamline recruitment, identifying candidates with the targeted blend of skills and cultural fit.  This data-driven approach identifies improvement areas and fosters a continuous learning culture. 

Contact Center 52

Contact Center Metrics Training Call Center 52

Help Scout

SEPTEMBER 28, 2021

Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. Additionally, we use this chat as an opportunity to go a little deeper on values alignment and to see if they’re excited about contributing to our culture.

Effort Score 126

Effort Score Multi-Channel Feedback e-support 126

Kayako

JANUARY 24, 2018

Jeff Toister is the bestselling author of The Service Culture Handbook. This is the most important step towards becoming a customer-centric company since it’s pretty hard to be customer-centric if you can’t get everyone to agree on what that means!”. Customer support works better as a team sport.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Comm100

NOVEMBER 14, 2017

Author of The Service Culture Handbook. Some experts in customer service and operations on Twitter who you should follow are: Jeff Toister – Passionate about customer service, focusing on people. Shep Hyken – Customer service and experience expert, keynote speaker and NYT bestselling author.

Resources 113

Resources Customer Service Customer Service Training Course 113

Qualtrics

DECEMBER 11, 2018

In each post, we’ll feature highlights from a conversation with an HR thought leader on company culture, employee engagement, HR’s evolving role, and so much more. The employee handbook is labeled “Let My People Go Surfing” — that was pretty compelling. They’re just in line with the culture.

Handbook 54

Handbook Culture Feedback Employee Engagement 54