Gainsight

NOVEMBER 20, 2019

To you this may sound like the tagline of a famous beer commercial , but to us, it’s a core value that we live by every day. In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Young [Free].

Books 80

Books Blog Management Leadership 80

Stella Connect

JANUARY 26, 2022

Listen up, managers. It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know. Now is the time for a big change to benefit every stakeholder — you, your agents, your customers, and your brand.

Customer Service Training 96

Customer Service Training Customer Service Management Feedback 96

ProProfs Chat

AUGUST 21, 2020

Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. This attribute can help your business foster a close, long-term relationship with every customer. Empathetic listening makes customers feel valued. Rethink the Way You Listen & Ask Questions.

Culture 105

Culture Net Promoter Score Apparel Innovation 105

SurveySensum

FEBRUARY 23, 2024

Picture this : a workplace where every voice is heard, every concern addressed, and every success celebrated. Unlike those long annual surveys that feel more like a marathon than a conversation, pulse surveys are quick, concise, and oh-so-effective. Sounds like a dream, right? Now, what is a pulse survey?

Engagement 52

Engagement Demo Feedback Culture 52

GetFeedback

APRIL 3, 2019

Before GetFeedback, we had to understand our customers by listening to what our team members or outfitters have been hearing on the phone. It’s a simple One-Touch Email Survey embedded at the bottom of every signature and it gives us real-time accessibility to the customer sentiment. How does feedback play a role at YETI?

Feedback 220

Feedback Omnichannel 2006 Interaction 220

Lumoa

APRIL 24, 2018

What matters is why the score is as it is. blog linkedin twitter Why? "I I would recommend NPS but only as part of a listening path methodology. blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Russel Lolacher

OCTOBER 10, 2022

DoingCXRight Website – Contact , Podcast , Blog , Mentorship. Or, listen on: Apple Podcasts. What is missing the mark for EX leadership and HR right now. Flexibility is not even a conversation to me anymore. And she’s been a been a bunch of top this and top that list for customer experience leadership.

Net Promoter Score 52

Net Promoter Score Leadership Employee Experience Culture 52

Lumoa

FEBRUARY 9, 2023

Listen to your customers. Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” “It’s every contact the customer has with your people, your product, and the way it is delivered.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Integrity Solutions

MARCH 11, 2019

What are you doing every day to strengthen the culture of trust with your employees and customers? To understand why trust matters, consider your own experience. And that means you’re not likely to get the full value of those coaching conversations. Follow through on commitments given and received.

Culture 81

Culture Leadership Communication Sales 81

Beyond Philosophy

MARCH 3, 2015

Her attitude was matter-of-fact, and her body language clearly read, “I don’t want to be here.” After about halfway through the presentation, I felt compelled to stop her. I thought about that conversation many times over the next couple of years. Blogs Market Research Thought Leadership' Read more here.

Presentation 146

Presentation 2015 Books Blog 146

BirdEye

OCTOBER 6, 2023

We will break down how to measure reputation risk, strategies for identifying vulnerabilities, and what you can do to protect your reputation in this blog. Dishonesty and deception Being deceptive and falsifying facts, even about small matters, can undermine customers’ trust. Table of contents What is reputational risk?

Social Media 59

Social Media Airlines 2009 Financial 59

ProProfs Chat

JANUARY 7, 2020

The core value of outstanding customer service is centralized around attending to the needs and expectations of your customers through careful listening. Your customers are interacting with your business pretty much every day. When Customer Reps Do Not Listen Carefully to What the Client Needs.

Customer Service 112

Customer Service Customer Centricity Customers Customer Journey 112

Lumoa

FEBRUARY 16, 2023

Identifying Key Stakeholders When it comes to collecting, analyzing, and acting on customer feedback, involve every key stakeholder. This includes departments such as customer service, marketing, product development, sales, and even executive leadership. Only if you get direct feedback using every possible medium.

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

Beyond Philosophy

OCTOBER 6, 2014

How often do you listen to what Customers have to say about your organization? Every detail is customer-focused; it’s in the DNA of the organization. This assessment also creates a great tool to start the conversation internally in the organization to begin addressing the recommended actions that come from undertaking this process.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. They tell you via contact centers, open-ended answers on surveys and general conversation with your brand.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. Why Excellent Customer Service Matters. If you ask us, it’s everyone. Excellent customer service isn’t a function or the domain of some select few within your organization.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

PeopleMetrics

JANUARY 28, 2021

Sean McDade: I just want to thank every employee who's ever partnered with me at PeopleMetrics and every client. I'm going to be sort of more of the emcee today, and I'll take us through some different key events in PeopleMetrics history. Watch on YouTube. ? ? ?. TRANSCRIPT: [GRAPHIC: "Coming Up."]. Madeline Good: Hi everyone!

2001 62

2001 2012 Feedback Books 62

BirdEye

AUGUST 28, 2020

Soliciting feedback through online reviews makes it more likely that customers will try out your business. When you have a process to respond to customer feedback, you can listen to dissatisfied customers and deal with their complaints before they do major damage to your brand. Collecting feedback through reviews and surveys.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

SurveySparrow

FEBRUARY 21, 2022

“Culture is a living, breathing entity that changes every day.”. That’s just one of the highlight lines from our conversation with Rachael Kelly on the healthy work culture and employee welfare. She and the leadership team did that spectacularly, even during a pandemic! 2 The Perfect Culture. 5 Job Satisfaction. “We

Culture 52

Culture 2022 2021 Leadership 52

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. Safety that you won’t be judged.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. It's real, and your employees matter! Map the employee journey for a variety of tasks that employees do every day Journey mapping creates awareness for the steps that an employee takes to do whatever it is that he's trying to do within the organization. Isn't that sacrilegious?

Employee Experience 89

Employee Experience Workshop 2015 Customers 89

Stella Connect

JANUARY 4, 2022

While having set time each week or every other week to talk about performance, a strict 1:1 schedule may not be the best fit for every single agent or team lead. With Stella Connect 1:1s, team leads have the ability to bring real-time, agent-level metrics directly into their 1:1 conversations. This is for them, after all!

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

ProProfs Chat

JUNE 30, 2020

These books can help you: Work towards better leadership strategies. Customer Service Books on Leadership. They listen, absorb, and work on better solutions. Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there. Author: Robert J.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

SurveySparrow

APRIL 23, 2021

In business, when you’re trying to master a new skill (leadership, time management, or communication), it’s hard to know your errors and achievements. Answers to these 2 and much more are what lies ahead in this blog. Not just an employee’s overall performance, it focuses on every aspect of their behavior.

Feedback 52

Feedback Leadership Communication Measurement 52

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. Dive into this blog to explore 11 actionable insights and uncover the full potential. Why does this matter? – It matters because it’s not just about making your SaaS product better; it’s about making your brand stand out.

Insights 52

Insights Customer Experience Metrics NPS 52

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

VDS

JULY 22, 2020

Granted, not every industry can operate from home, but for those companies who can and have not adopted the option, a comprehensive WFH policy will likely be built into their future business continuity plan. Spend a few more minutes to listen and be there for them. In any crisis, employees can grow fearful, anxious, and stressed.

Connections 52

Connections Contact Center Communication Definition 52

BirdEye

OCTOBER 26, 2023

This blog post offers an in-depth overview of a panel discussion that delves into the significance of reviews and how they influence both C-suite decisions and customer choices. Watch this interesting conversation here to learn more about how you can sell the value of reviews. We decided that our ORM was going to be Birdeye.

Brands 116

Brands Multi-Channel Consulting Demo 116

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Adrian Swinscoe. Aimee Lucas. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Understanding that each customer and each experience will be different every time and creating your business to incorporate, embrace and excel at this. Customers want you to know them.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Russel Lolacher

SEPTEMBER 20, 2022

As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. Brass Tack Thinking Blog. Or, listen on: Apple Podcasts. How to start conversations with others to open the discussion on imposter syndrome. Google Podcasts.

Culture 111

Culture Books Leadership Employee Experience 111

Circular Edge

MAY 2, 2022

Blog Credit: Ian McCue, April 26, 2022 ( 10 Ways to Excel in the Evolving Role of the CFO | NetSuite). With an average tenure in their roles of more than nine years, these professionals have lived through a lot of transformation. I think you have to have a ton of self-awareness in any leadership position,” Cook said.

2014 52

2014 Culture Healthcare Apparel 52

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Adrian Swinscoe. Aimee Lucas. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Russel Lolacher

MAY 7, 2023

Connect with, and learn more about, Minette on… Psychological Safety Playbook Minette’s Website Linkedin Twitter Instagram LISTEN AND SUBSCRIBE Or, listen on: Apple Podcasts Spotify Google Podcasts KEY TAKEAWAYS What is psychological safety and why it’s misunderstood. I mean, I was never really trained in leadership.

Feedback 102

Feedback Books Culture Consulting 102

SurveySparrow

FEBRUARY 14, 2022

Simply put, people, or human resource analytics, focuses on business growth through its employees. So, the lazy folks do not want to work, but on closer inspection, we’re seeing that more and more people are having a conversation about quality of life, and their jobs played a huge role in that. HR Analytics Examples.

Metrics 98

Metrics Webinar 2022 ROI 98

Customer Bliss

MAY 6, 2020

During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Horst shared some expert advice to help guide leaders who have to make tough decisions as we navigate our way through this pandemic. How are you leading your organization? Good decisions.

Insights 156

Insights Hotels Communication Leadership 156

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. In an ideal scenario, they don’t need to listen to a forty-minute flute solo. However, for those of us that do stumble upon the rare hiccup on Amazon, there’s help available at hand for every possible problem.

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45