Eric Jacobson

JANUARY 1, 2024

If you want to delight your customers, then the book by Steve Curtin , Delight Your Customers -- 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary , is a must-read for you and your employees. For example: How much does it cost to express genuine interest in customers or to anticipate their needs?

Hospitality 76

Hospitality Energy Manager 76

Help Scout Leadership

AUGUST 22, 2023

Customer support is a specific type of customer service involving skills such as documentation, product feedback, and technical problem solving. Read the full article

85

85

Help Scout Leadership

AUGUST 22, 2023

Customer acquisition versus customer satisfaction: What’s the more important goal? Turns out, they’re two sides of the same coin. Read the full article

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75

Help Scout Leadership

AUGUST 22, 2023

Marketing and customer service teams can improve the customer experience (CX) by rejecting the silo mentality and working together. Here’s how. Read the full article

Marketing 73

Marketing 73

Help Scout Leadership

AUGUST 22, 2023

Use Customer Effort Score to see where you’re making things difficult for customers and learn how to improve your customer’s experience. Read the full article

85

85

Help Scout Leadership

AUGUST 22, 2023

How ChatGPT — or other generative AI tools — can be used to help answer customer service queries and deliver better service. How good is ChatGPT and in what other ways could it be used in customer service situations? Read the full article

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104

Harvard Business Review

SEPTEMBER 15, 2023

Customers can be reluctant to provide it, for several reasons. Companies can try to overcome this by focusing feedback requests on improvement (not employee assessment), focusing on customer actions instead of words, and approaching the gathering of feedback as a habit rather than an occasional effort.

Operations 114

Operations 114

Help Scout Leadership

AUGUST 22, 2023

Learn what customer appreciation is, why it's important, and discover 17 memorable and inexpensive ways to appreciate your customers. Read the full article

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81

Help Scout Leadership

JUNE 15, 2021

Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well.

SaaS 115

SaaS Sales Sales Revenue 115

Harvard Business Review

MARCH 23, 2023

Artificial intelligence tools help brands know their customers. They could also help customers better understand themselves.

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94

Help Scout Leadership

AUGUST 22, 2023

Customer Support and Customer Success teams share similar skill sets and goals, but they use different approaches. Read the full article

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75

Help Scout Leadership

AUGUST 22, 2023

The top 27 customer service books about providing better customer service and creating a customer-centered culture in your company. Read the full article

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100

Chief Executive

JANUARY 19, 2023

One jolt after another—commoditization of manufactured products, the onset of brand purpose, the varied breakage of norms by the pandemic—has left companies scrambling for customer retention strategies to help relationships that may have survived Covid or been created by it. Make sure customers understand and appreciate that.”

Retention 98

Retention B2B Marketing Sales 98

Harvard Business Review

AUGUST 1, 2023

As companies learn to use generative AI to create value, there’s a risk that they take the wrong approach when applying the technology to the customer experience.

Marketing 98

Marketing 98

Harvard Business Review

APRIL 5, 2023

Companies should find ways to connect employees and customers regardless of whether “customer service” is in their job description.

Employee Engagement 100

Employee Engagement 100

Chief Executive

DECEMBER 1, 2022

CEOs have spent the last few years chasing suppliers, employees, price increases, digital transformation, health protocols and new customers. But that to-do list left out one crucial priority: existing customers. The classic formula holds that acquiring a customer costs up to six or eight times the outlay for retaining an existing one.

Retention 98

Retention Travel Software Digital Transformation 98

Harvard Business Review

OCTOBER 11, 2023

A good way to avoid this trap is to reflect where your company sits on these three scales, which you should do in the order presented: commoditized vs. customized; rational vs. emotional; and assessable vs. unknowable. Companies often get into trouble because they make the wrong assumptions about what is valuable to stakeholders.

Scaling 132

Scaling 132

Help Scout Leadership

AUGUST 22, 2023

The best customer service tips can only come from world-class teams. Here are 16 tips for delighting your customers. Read the full article

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110

AlignOrg

AUGUST 9, 2022

As consumers, we sometimes have the occasional bad customer experience. We also enjoy the benefits of the type of excellent customer service that makes some retailers famous. Realizing that no one wants to be treated like one a “have not,” how can organizations design the customer experience to accommodate customers at all levels?

Revenue 99

Revenue Operations Sales Sales 99

Chief Outsiders

FEBRUARY 21, 2024

In my experience, growth successes and challenges almost always have some foundation in voice-of-customer (VoC).

114

114

Chief Executive

JANUARY 31, 2023

One jolt after another—commoditization of manufactured products, the onset of brand purpose, the varied breakage of norms by the pandemic—has left companies scrambling to hold on to customer relationships that may have survived Covid or been created by it. Reliability is no longer the definition of [customer] satisfaction,” Arussy said.

B2B 98

B2B Marketing Sales Sales 98

Kellogg Insight

NOVEMBER 30, 2023

Determining what customers will spend on your product is one of marketing’s oldest challenges. But “current methods don’t consider context and competition the way they should.”

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103

Help Scout Leadership

AUGUST 22, 2023

GPT-3 has been making news recently, so it’s worth taking a look to understand what it is and how it might help with customer support. Read the full article

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105

AIHR

MARCH 30, 2023

The business case for customer-centricity is clear. Organizations with customer-centric cultures are 60% more profitable , and 90% of organizations state that they compete on customer experience alone. In this article, we explore the role of HR in creating an authentic customer-centric culture.

Banking 83

Banking Staffing Metrics Onboarding 83

Mark Sandborn

JANUARY 4, 2024

That is true in all area of an organization, and especially true in creating extraordinary customer service. Enable your team to make decisions that benefit the customer. That takes time and aggravates the customer. Empowered employees feel more invested and are more likely to go the extra mile for customers.

Revenue 75

Revenue Sales Sales Operations 75

Help Scout Leadership

MAY 14, 2021

When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. We’re absolutely obsessed with customer success.”. But what does this actually mean?

Benchmarking 110

Benchmarking Metrics Workflows Operations 110

Forbes Leadership

MAY 11, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. But they have to be totally focused on customers. Great leaders shape culture and increase revenue.

Revenue 85

Revenue 85

Help Scout Leadership

AUGUST 22, 2023

Brand communities are helping companies supercharge their customer service with insights into customer needs, expectations and desires. Read the full article

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98

Help Scout Leadership

AUGUST 22, 2023

Relationship marketing is customer marketing strategy that emphasizes retention, loyalty, satisfaction, and lifetime customer value. Read the full article

Marketing 98

Marketing Retention 98

Help Scout Leadership

AUGUST 22, 2023

These 10 unforgettable customer service stories will inspire your team and demonstrate the case for going above + beyond for your customers. Read the full article

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76

Help Scout Leadership

APRIL 24, 2024

Discover key customer service survey questions to enhance your business and drive customer satisfaction. Read the full article

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45

Harvard Business Review

MARCH 8, 2023

Only half of chief executives are confident they are able to provide high-quality digital experiences to customers, according to a new survey.

Digital Transformation 115

Digital Transformation Advertising Marketing Sales 115

Help Scout Leadership

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement. They aren’t the typical conditions under which the company does business.

Banking 121

Banking Hospitality Implementation Sales 121

Help Scout Leadership

AUGUST 22, 2023

Learn what customer stickiness is and how SaaS businesses can both improve stickiness and transform it into enduring customer loyalty. Read the full article

SaaS 100

SaaS 100

Help Scout Leadership

AUGUST 22, 2023

Introducing Messages, a new way to convert more customers, reduce support requests, and build a better business proactively. Read the full article

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98

Help Scout Leadership

AUGUST 22, 2023

Help Scout’s Beacon gives your customers access to email and live chat support, help documentation, and proactive messaging—all right where they need it. Read the full article

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98

Help Scout Leadership

AUGUST 22, 2023

Directing your tone and language to create positive, lasting memories for your customers is a staple in support. Not only should the whole experience be good, but most importantly, how that experience ends ought to be good. Read the full article

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