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. Support your employees by making mental health tools available as part of your company’s employee experience program.

Trends 52

Trends Handbook Insurance Healthcare 52

ProProfs Chat

SEPTEMBER 20, 2019

To make customer service worse, British Airways replied something straight out of things that you should never say on “Twitter handbook” . Reduces Employee Attrition Rate. Employee engagement is critical to reducing the employee attrition rate. It is Glassdoor.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

CSM Magazine

DECEMBER 21, 2022

Employee onboarding is becoming a critical part of every organization. A structured onboarding program leads to higher productivity levels, enhances employee engagement, and, most importantly, helps retain top talent. Effective onboarding allows your employee to start this new career phase with positivity and enthusiasm.

Handbook 52

Handbook Policies Culture Social Media 52

SurveySensum

JULY 14, 2020

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. Aimee Lucas – Customer & Employee Experience Researcher, Advisor, Trainer, Speaker, CCXP. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. He is a best-selling author who has written three customer service books: The Service Culture Handbook , Getting Service Right , and Customer Service Tip of the Week. Marsha Collier.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Enthusiast

JUNE 26, 2018

Rather than burying them on the website or in the employee handbook or annual report, post them prominently in employee work areas. Incorporate them in the hiring process to validate values alignment with prospective employees and add them to your sales process to ensure values alignment with prospective customers/partners.

Handbook 50

Handbook Leadership Culture Retail 50

Qualtrics

DECEMBER 11, 2018

This is the first installment of our new blog series, “Employee Experience Visionaries.” 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.

Handbook 54

Handbook Culture Feedback Employee Engagement 54

Gainsight

MAY 10, 2021

She is a well-recognized customer experience thought leader, speaker, mentor, and author on performance, process improvement, and employee engagement. Mary was also a contributor to Gainsight’s CCO, Ashvin Vaidyanathan, and Ruben Rabago’s The Customer Professional Handbook.

Chief Customer Officer 52

Chief Customer Officer Travel Handbook Roadmap 52

Answer Dash

APRIL 16, 2019

This simplifies employees’ daily decisions in alignment with corporate strategy. Customer goals are a universal rallying point for employee engagement and for cross-organizational coordination and collaboration. Lynn authored 6 benchmarking studies and 3 CXM handbooks (Amazon).

Customer Experience 76

Customer Experience Customer Journeys Financial Handbook 76