Help Scout

AUGUST 22, 2023

Our brand handbook is both an internal and external toolkit for creating and communicating things in the Help Scout way. Read the full article

Handbook 75

Handbook Brands Communication 75

MyCustomer

JANUARY 17, 2023

Companies that organise and manage CX effectively see measurable improvements in customer satisfaction, sales conversion rates, employee 17th Jan 2023 The Ultimate Customer Loyalty Handbook

Handbook 69

Handbook Loyalty Customer Satisfaction Measurement 69

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 Handbook System Engagement 195

CloudCherry

OCTOBER 17, 2019

Lynn authored 6 benchmarking studies and 3 CXM handbooks. She is a CXPA board member & CCXP, SVAMA past-president & PCM, and taught 21 courses at UC Berkeley Ext, SJSU, Mission College, UC Santa Cruz Ext. She is a CXPA Recognized Resource Training Provider with CCXP students from 70 countries.

Customer Experience 231

Customer Experience Handbook Chief Customer Officer Course 231

CloudCherry

FEBRUARY 28, 2018

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. • A Nordstrom salesperson rarely points.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

ChurnZero

JANUARY 1, 2024

“The Customer Health Score Handbook” provides a comprehensive, step-by-step guide to building a customer health scoring program, helping you predict customer health, prevent surprise churn, and grow your accounts. Download The Customer Health Score Handbook now.

Handbook 52

Handbook Effort Score Tips Metrics 52

Experience Investigators by 360Connext

APRIL 6, 2017

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. ” The Service Culture Handbook proves that any organization can turn their culture into one that is dedicated to customers. ”-@toister Click To Tweet.

Handbook 88

Handbook Culture How To Case Study 88

Experience Investigators by 360Connext

DECEMBER 3, 2024

He’s also the author of Content Chemistry: The Illustrated Handbook for Content Marketing. Over the past 24 years, Andy’s provided guidance to 1000+ businesses. He’s written hundreds of articles on content strategy, SEO, GA4, AI and visitor psychology.

Handbook 143

Handbook Social Media Retail Trends 143

ChurnZero

MAY 12, 2023

The post The customer health score handbook appeared first on ChurnZero.

Handbook 52

Handbook Customers 52

Gainsight

SEPTEMBER 19, 2022

That’s why you should consider maintaining a customer success handbook to scale knowledge transfer for new employees and set standards that everyone in your organization can follow to deliver on customer outcomes. What is a customer success handbook? How should a customer success handbook be developed?

Handbook 52

Handbook Customer Success Policies Guidelines 52

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. Or find us on SoundCloud , Spotify , Stitcher , YouTube , Google play , Spreaker , and more. Jeff Toister helps customer service teams unlock their hidden potential.

Handbook 170

Handbook Customer Centricity Culture Customer Service Training 170

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

CSM Magazine

MARCH 24, 2023

You can do this by giving your recruits an employee handbook, so they can learn all about your company and their role in it. Unfortunately, an estimated 60% of employees avoid reading the company handbook, or they are not provided with one. Also, your handbook can help protect you and your company from legal claims.

Handbook 52

Handbook Guidelines Policies How To 52

Gainsight

NOVEMBER 10, 2021

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.”. Take a look at ‘Product-Led Success: The Professional’s Handbook.’. Download your free copy of Product-Led Success: The Professional’s Handbook now. What is product-led success?

Handbook 52

Handbook Roadmap ROI Strategy 52

Experience Investigators by 360Connext

JANUARY 21, 2025

Hes a 12-time International Customer Experience award winner, frequently writes and speaks on CX topics, and co-authored The Publicity Handbook (McGraw Hill), a Fortune Book Club selection. A founding member of Cisco Systems CX function, he helped build the function with a focus on digital experience and partners.

Handbook 143

Handbook Wait Times Innovation Customer Journeys 143

Michel Falcon Experience

NOVEMBER 17, 2014

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? Instead, is it our environments that fail us?

System 153

System Handbook Exceptional Customer Service Culture 153

Comm100

AUGUST 28, 2023

If you’re an IT leader in higher education and want to learn how you can tackle key digital transformation challenges in your school, download our comprehensive guide: The CIO’s Handbook: Navigating Human-Bot Collaboration in Higher Ed Explore this essential CIO guide to delve deep into the current IT landscape, key ubiquitous challenges, and the secrets (..)

Handbook 130

Handbook eBook System Course 130

Clarivate

NOVEMBER 1, 2021

These include Handbook of Quantitative Science and Technology Research (2004), Citation Analysis in Research Evaluation (2005), Applied Evaluative Informetrics (2017), Handbook of Science and Technology Indicators (edited with W. His books became the cornerstone of bibliometrics education. Glänzel, U. Schmoch and M.

Handbook 105

Handbook Conference Study Travel 105

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. . They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind.

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

Kayako

OCTOBER 8, 2015

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,”. Communication is not just about language, but about tone of voice too. Click To Tweet.

Self Service 120

Self Service Handbook Conference Communication 120

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

Michel Falcon Experience

AUGUST 18, 2014

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. Has their email address and phone line been set up? How about access to shared folders and calendars? Warby Parker does this very well.

Handbook 123

Handbook eBook Training Exercises 123

ShepHyken

FEBRUARY 27, 2019

As I read through the handbook, I could sense the bank’s vision and values coming through the pages. They start with a playbook that lists the standards that drive the vision, which include something as simple as the proper way to greet customers as well as more detailed processes. Ethics and behaviors are covered.

Brands 120

Brands Handbook Banking Customer Service Training 120

ShepHyken

DECEMBER 23, 2024

About: Arun Shastri is a principal at ZS and the author of The Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. If you find yourself in that 80%, don’t consider yourself a laggard. We are in a digital and AI-driven world where we can leapfrog.

Customer Experience 83

Customer Experience Handbook B2C B2B 83

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 Customers 120

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

Help Scout

AUGUST 22, 2023

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

Handbook 75

Handbook Brands 75

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. Jaakko is a startup entrepreneur and an internationally awarded CX professional. EVELY KAASIKU. Marketing Manager at Feedbackly.

Handbook 98

Handbook B2C Feedback Measurement 98

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! 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

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. Employees represent the brand with such fervor that the entire community takes notice, and ultimately customers win.

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. Employees represent the brand with such fervor that the entire community takes notice, and ultimately customers win.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

ChurnZero

MAY 31, 2023

Learn how to build health scores across your company to better predict customer health, stop surprise churn, and grow accounts.

Handbook 40

Handbook Customers Company How To 40

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. What’s Stoicism All About? 109 Before we dive into how you can use Stoicism in customer service, let’s quickly cover the basics.

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

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

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.”. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.”

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

ECXO

AUGUST 23, 2023

It felt like a phrase that came out of the training handbook, similar to saying “good morning, thanks for waiting” to every single customer. This didn’t feel like a heartfelt message to try to keep me as a customer. Contrast this with the approach that mature banks take.

Banking 156

Banking Handbook Retail Loyalty 156