We are all aware that customer success is the lifeblood of a successful company and is more than just a trendy term. However, many businesses may find it difficult to comprehend and apply the principles of Customer Service Fundamental. What does it mean to give a team the freedom to…
Outdated processes are silently sabotaging your customer success team. The energy that should go toward creating exceptional customer experiences are being drained by inefficiencies that no longer align with today’s needs. Your team knows the systems don’t work—but they’re trapped. Meetings are dragged out by clunky workflows, escalations pile up…
Create a Customer Centric Culture We have some tips to get you started! Sure, many businesses tout “We Provide a Great Customer Experience,” and sometimes they even deliver – however, developing a Customer-Centric Culture is the key to gaining and keeping those ever-important loyal customers! Businesses are spending lots of…
The Impact of Customer Service on Your Business While many roles are crucial to business success, customer service rails among the top! These frontline employees serve as the face and voice of a company, tasked not only with resolving issues but also with shaping the overall customer experience. Given their…
Let’s face it – all Leaders face a litany of issues on any given day. When leading a team, there will always be HR concerns, process/training, discipline, and performance, and even workforce scheduling matters. But what’s it like to be a Customer Service Leader? What are some of the specific…
Inspiring Change and Unlocking Potential We all know that organizations need effective leadership to thrive and succeed. Though there are several leadership styles: Delegative: giving followers autonomy and responsibility to make decisions Authoritative: providing clear direction and guidance to followers Transactional: rewarding and correcting followers based on their performance Participative:…
Take a look at what our Partners at Wiley have uncovered! Companies today are in the midst of transforming their business models, restructuring their teams, and rethinking how they service their customers. Many have also permanently integrated hybrid or remote work arrangements, moving away from an office-only structure. Employees who work…
In light of the last two years, it makes sense that employees want to work for organizations that have a clear vision for the future, with a focus on relationships and effective communication. As we shared in an earlier Wiley Workplace Research article, employees said that when those things are present, they are…
What Gets Measured, Gets Managed! Customer Experience Metrics measure the state of your customer’s happiness with your company, which could indicate if they will buy more, and respond well to and advocate for your brand. Metrics are critical to gauging the performance and productivity of your Customer-Facing Team. Certain metrics…
81,396 hours - That is how much of life most of us spend working! Sleeping comes in at second place – wow! That is incredible! While workers are spending so much of their life at work, let’s check in to see how it is going. According to the Gallup World…