Harvard Business Review

OCTOBER 30, 2023

To understand how consumers perceive firms that employ service bots, researchers conducted six experiments in which customers interacted with either a bot or a human service provider. This belief, in turn, leads customers to be less satisfied with the service provided by bots than by humans.

116

116

Chief Outsiders

MAY 1, 2024

Customer data is crucial when creating a sales and marketing strategy. But humans are not made of data, so when considering the customer, you must acknowledge that the data itself doesn’t reveal the whole story. How marketers gain actionable insights – and drive growth – through data is a more important question to ask and answer.

Sales 64

Sales Sales Marketing 64

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 75

Hospitality Energy Manager 75

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

84

84

Harvard Business Review

FEBRUARY 2, 2024

In times of inflation and economic uncertainty, customer expectations of brands increase. Brands that acknowledge inflation’s effects on business show vulnerability, which, when perceived as genuine, can build customer loyalty. Conversely, brands that fail to be transparent, will lose trust.

Marketing 94

Marketing Sales Sales Manager 94

Help Scout Leadership

MAY 14, 2024

Empathy is a core component of every good customer experience. Learn why it’s important and ways to infuse empathy into your customer service interactions. Read the full article

44

44

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

75

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

84

84

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

104

104

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 113

SaaS Sales Sales Revenue 113

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

80

80

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

75

75

Help Scout Leadership

MAY 16, 2024

Let's take a look at how Help Scout's customer support team uses the tag and custom field Inbox features. Read the full article

48

48

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

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

100

100

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

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 105

Operations 105

Harvard Business Review

MARCH 23, 2023

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

88

88

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 90

Revenue Sales Sales Operations 90

Ascend

MAY 10, 2024

Here's when to use company-centric vs. customer-centric content. Using the wrong content at the wrong time can stall the sales process.

Sales 55

Sales Sales 55

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 95

Employee Engagement 95

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

109

109

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 126

Scaling 126

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

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 94

Revenue Operations Sales Sales 94

UVA Darden

MAY 9, 2024

AI in Marketing: How Customer-Centric Companies Can Benefit from Data Privacy Regulations harnessv Thu, 05/09/2024 - 16:05 9 May 2024 Entrepreneurship & Innovation Gosia Glinska The latest advances in artificial intelligence offer companies unprecedented opportunities to become more customer centric.

Marketing 52

Marketing Benefits Rollout Business Administration 52

Chief Outsiders

FEBRUARY 21, 2024

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

114

114

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.”

104

104

Help Scout Leadership

MAY 3, 2024

When a customer reaches out to us for help, what can we do to make them feel welcome and cared for while also making them feel that their money is well spent? Read on for one support pro's thoughts on building customer loyalty. Read the full article

48

48

Mark Sandborn

MARCH 13, 2023

Leading edge companies are constantly looking for ways to improve the customer experience and create positive emotions for their clients. These tools allow companies to provide 24/7 support to customers, answering their questions and addressing their concerns quickly and efficiently. Technology. Personalization. Enhanced experience.

Media 111

Media 111

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 81

Banking Staffing Metrics Onboarding 81

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

104

104

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 109

Benchmarking Metrics Workflows Operations 109

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

98

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