Trust your team. Be radically honest. And never, ever try to please your boss. These are some of the ground rules if you work at Netflix. They are part of a unique cultural experiment that explains how the company has transformed itself at lightning speed from a DVD mail order service into a streaming superpower
Congratulations, a new customer signed up for your services. However, this is just the beginning of their journey. You want to make sure they’re happy with your products and services, renew their contracts, and tell their friends about you. To help identify the current state of your customers, we’re providing you with the top 30 questions you need answers to, as well as the right time to ask them.
Top 32 Questions Every Customer Success Manager Should Ask Read More »
The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more.
The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets Read More »
How did a child of immigrants, starting with no background in the hotel business, create the world’s most admired and successful hotel chain? And how has Four Seasons grown dramatically, over nearly a half century, without losing its focus on exceptional quality and unparalleled service?
Four Seasons: The Story of a Business Philosophy Read More »
There is no customer obsession without customer understanding, and true customer understanding means knowing who your customers are, how they behave, what motivates them, and how they feel about their experiences.
Solve Customer Mysteries With Quantitative And Qualitative Investigation Read More »
With customer engagement at record highs, nearly 70% of agents report feeling overwhelmed. Here’s why investments in the wellbeing of your employees benefit your customers, too.
Supporting your customers starts with supporting your employees Read More »
Horst Schulze created a culture of service that should be a model for all of us. By committing to the highest standards of professionalism – and creating the right systems to achieve them – he inspired thousands to embrace the core ideal of sheer unadulterated excellence.
Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise Read More »
In this conversation with Johannesburg-based author Mark Eardley, we discuss why differentiation seriously matters and how customer centricity (what Forrester calls customer obsession) plays a key role in getting your firm to stand out from the crowd.
Why B2B Marketers Should Differentiate On Customer Experience Read More »
In this session, we review 9 key differences between transactional and relationship surveys, share example survey questions, and explain how to use both types of surveys to measure, manage and improve customer experience.
9 Key Differences Between Transactional and Relationship Customer Surveys Read More »
Haters are not your problem, ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.
Hug Your Haters: How to Embrace Complaints and Keep Your Customers Read More »
