Help Scout Leadership

AUGUST 22, 2023

How will our customers help themselves in 2018 and beyond? A review of the near future of customer self-service technologies and trends. Read the full article

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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

Get Lighthouse

APRIL 26, 2024

As we did research for today’s post, we found some devastating stats: According to research shared in the Harvard Business Review , “95% of employees don’t understand their company’s strategy.” If the data we just reviewed is any indication, most likely your team doesn’t. Do you think our current strategy does this well?

Strategic Planning 52

Strategic Planning Marketing Accounts Manager 52

Tanveer Nasser

OCTOBER 5, 2022

Steve Curtin is an expert on customer service management and leadership. After a 20-year career at Marriott International working in operations, human resources, sales and marketing, Steve launched his own consulting company to help organizations improve their customer service operations.

Human Resources 145

Human Resources Operations Employee Engagement Sales 145

Forbes Leadership

MARCH 1, 2023

There are several strategies you can use to stand out such as providing value, responding to customer reviews, and keeping in contact with your customers.

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Help Scout Leadership

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.

Balance Sheet 136

Balance Sheet Energy Media Accounts 136

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 89

Media 89

15Five

JANUARY 31, 2024

This week, we’re introducing AI-Assisted Reviews , making performance reviews easier, faster, and more fair to everyone. For our customers, little will change. They’ll continue to get the high touch customer service, unparalleled product excellence and personalized partnership they’ve come to know and expect from 15Five.

Performance Review 79

Performance Review Employee Engagement Performance Management Retention 79

SHRM Organizational Development

MAY 8, 2023

We’re hearing a lot lately about the disappointment and frustration of performance reviews. At Confirm, we run performance cycles for our customers every day. In the 1920s, this model was brought into the workplace, and the manager review was born. We’ve learned that: 1. How we work isn't how we're measured 2.

Performance Review 92

Performance Review Scaling Recruitment Manager 92

Help Scout Leadership

AUGUST 22, 2023

Responding to online customer reviews on sites like Yelp isn’t just the nice thing to do — it’s a solid business practice. Here’s why (and how). Read the full article

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15Five

MARCH 1, 2023

After analyzing 34 metrics like transparent pricing, employee self-sufficiency, compatibility with third-party integrations, and access to customer support and customer ratings, some things stood out. Customers can choose from over 30 templates and design surveys that cater to your unique group of employees.

Software 69

Software Manager Metrics Employee Engagement 69

Peter Winick

SEPTEMBER 25, 2023

Vaishali is a Senior Customer Experience Strategist at Konabos Consulting; a full-service, end-to-end, digital experience solutions agency. Finally, Vaishali shares how growing up in India and being from a blended family gives her unique perspectives that she uses to enhance her Customer Experience (CX) work. Leadership in that area.

Marketing 312

Marketing Digital Transformation Benefits Metrics 312

Forbes Leadership

DECEMBER 5, 2022

Unstructured data is all the unorganized chatter dispersed across emails, social media, online reviews, images, photos, emojis, customer service calls, chats, messages and more. How can companies leverage it?

Media 88

Media 88

Help Scout Leadership

MAY 12, 2021

Great customer service delivers real business value. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.

Retention 116

Retention Revenue Sales Sales 116

Help Scout Leadership

DECEMBER 17, 2021

What can customer service professionals learn from Geraldine DeRuiter’s review, 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'? Read the full article

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Michael McKinney

FEBRUARY 23, 2024

When leaders expressed empathy for their team, it increased a team’s innovation and engagement, improved customer service, and helped them balance their home and work life. It’s a quality that shapes our quest to meet unmet needs of customers. And…it helps us as a society move forward in creating new opportunities for all.”

Manager 105

Manager 105

AIHR

FEBRUARY 2, 2024

Only 30% of employees believe that performance reviews at their organization are fair and equitable. In this article, we’ll explore what an employee performance review is, how to measure performance, and how to create a performance review template that you can follow and customize when conducting appraisals in your organization.

Performance Review 79

Performance Review Scaling Performance Management Benchmarking 79

15Five

MARCH 25, 2024

Businesses with engaged employees have lower rates of absenteeism and turnover, higher customer loyalty, and increased profitability. By setting employee engagement goals, HR leaders can regularly review and monitor metrics to ensure their goal of increasing engagement is met. But the numbers tell a different story.

Employee Engagement 77

Employee Engagement Metrics Performance Review Benefits 77

Help Scout Leadership

AUGUST 22, 2023

Learn how to write a customer support job description that attracts your ideal applicants, and review some excellent real-world examples. Read the full article

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Vantage Circle

FEBRUARY 25, 2024

For instance, the online shoe and clothing retailer Zappos , renowned for its exceptional customer service, strives to create a standout employee experience through its "Zollar" program. Source: Harvard Business Review ) Employee recognition is a vital driver for achieving business goals and objectives.

Retention 111

Retention Revenue Implementation Sales 111

Chief Executive

MARCH 30, 2023

their behaviors, preferences and motivations), and delivering customer experiences that exceed expectations. These new entrants are focused on meeting the modern customers’ needs and utilize disruptive technologies to enable improved customer experiences and business solutions.

Digital Transformation 98

Digital Transformation Operations Strategic Planning Assets 98

Help Scout Leadership

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Small Business 127

Small Business Metrics Marketing Scaling 127

Help Scout Leadership

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. What does a customer service culture look like?

Metrics 139

Metrics Sales Sales Implementation 139

15Five

FEBRUARY 16, 2024

As HR specialists, you know that the performance review process isn’t a formality or hoop that companies and employees jump through. By following these tips for creating a performance review template, you can design a performance appraisal that promotes accountability, fosters growth, and enhances overall employee satisfaction and engagement.

Performance Review 59

Performance Review Performance Management Manager Banking 59

15Five

MAY 31, 2023

And while we are definitely tooting our horn here, we also want to recognize our beloved employees and customers without whom we would not have won. Here are two examples of the ways that 15Fives help to solve these problems for our customers: You may recall that in early 2020, the entire world of work shifted to remote and hybrid.

Performance Review 89

Performance Review Benefits Manager Compensation 89

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

AIHR

OCTOBER 18, 2023

An employee scorecard is a digital record that managers use to monitor and review an employee’s performance. For example, someone in a sales role would likely have performance goals related to sales, customer service, lead building, and communication. Lagging indicators could be revenue generated and customer lifetime value.

Performance Management 110

Performance Management Metrics Scaling Implementation 110

Eric Jacobson

JANUARY 31, 2024

Keep Customers at the Core : Immerse into the customer’s experience and always consider customer satisfaction and retention. Talent reviews (quality and quantity) need to be tightly integrated into the Operating rhythm of the company. You need to consider not only what a candidate did, but how, in great detail.

Recruitment 52

Recruitment Banking Operations Media 52

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

Chief Executive

OCTOBER 11, 2022

Here it is: It’s a great thing to have at any time, but it’s never more important than when a customer complaint goes viral. Take the recent example of a famous customer forced to wander around an Illinois Walmart in search of an associate who could help when all he wanted to do was buy a bicycle for his granddaughter.

Media 97

Media Sales Sales Compliance 97

AIHR

JUNE 13, 2023

Determining suitable compensation can be complex due to market conditions, product complexity, customer preferences, and sales cycles. Sales compensation models There are various sales compensation models, which can be can be customized by each company to align with their business goals and sales strategies.

Compensation 94

Compensation Sales Sales Metrics 94

Zenefits

DECEMBER 26, 2022

They use reviews and ratings from millions of users to provide an inside picture of the workings of a company. On the Glassdoor site, they share photos of the workplace, reviews from employees, CEO approval ratings, and more. Employees have a permanent channel to voice opinions when they leave a review on Glassdoor.

Diversity 98

Diversity Recruitment Administration Onboarding 98

AIHR

DECEMBER 13, 2023

Talent reviews are vital in a tough economy because they enable organizations to strategically assess their workforce, optimize resource allocation, and prepare for changing market conditions. Contents What is a talent review? Why perform a talent review? Why perform a talent review?

Succession Planning 90

Succession Planning Performance Review Retention Implementation 90

Walk Me

JANUARY 4, 2024

The platform adapts to the individual’s learning patterns and performance, providing customized resources and activities that optimize the learning experience. Adaptive learning platforms are a technology-driven solution that customizes training and development programs to individual employee’s learning styles, pace, and performance.

Education 52

Education Diversity Onboarding Inclusion 52

AIHR

NOVEMBER 2, 2023

This can sound daunting, but it’s actually a great way to give employees clear directions that protect everyone, including employees, customers, and even communities at large. To help you get started on developing your organization’s code of conduct, we’ve provided a template that can serve as a foundation basis for customizing your own.

Compliance 64

Compliance Inclusion Media Hospitality 64

Help Scout Leadership

APRIL 27, 2021

It’s not fancy and the location isn’t great, but they know how to wow a customer. Why wow your customers? Wowing your customers creates deeper loyalty and delight and promotes meaningful usage for years to come. Similarly, your support department’s main job probably isn’t sending out free swag to new or valuable customers.

Banking 118

Banking Travel Revenue Manager 118

Vantage Circle

JANUARY 23, 2023

Customer and employee experience are two of the most powerful factors in business. Denise Lee Yohn, the Keynote business speaker, argues in an HBR article that having a CXO may improve the customer and staff experience. A CXO's primary responsibility is to activate customer experience (CX).

Benefits 98

Benefits Marketing Operations Employee Engagement 98