Customer Bliss

DECEMBER 8, 2017

In this “My Rock, My Story,” Aisling Hassell , Head of International Customer Experience at Airbnb , shares how her team works together in the customer listening process to establish a baseline before setting targets for metrics goals. Unite Your Teams to Achieve a Company-Wide Metrics Goal.

Net Promoter Score 81

Net Promoter Score NPS Start-ups Gaming 81

Steven Van Belleghem

APRIL 20, 2021

How to start new businesses and create significant organic growth in an already successful company. How a willingness to fail is closely connected to innovation. He shows how they manipulate the fundamental emotional needs that have driven us since our ancestors lived in caves, at a speed and scope others can’t match.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Help Scout

JULY 15, 2021

Along with the standard support responsibilities, there are added challenges unique to the education industry that make providing support more difficult — things like strict privacy laws that govern how you can interact with clients and the need to support an extremely varied base of users, to name a few. Pain point #1: Privacy concerns.

Education 113

Education Customer Service Legal Compliance 113

Qualtrics

AUGUST 23, 2021

Indeed, soft skills are fundamental no matter the work environment; but in our new hybrid world, it’s how managers apply these skills that will determine if they meet employees’ needs and expectations. How is hybrid work reshaping employees’ expectations? Does it help me meet my own goals? How do you get started?

Start-ups 49

Start-ups 49

Experience Investigators

APRIL 25, 2023

I recently asked one organization how they defined being customer-centric. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place. How can they be trusted? And that is great. It sounds great. What is Culture, Anyway? Business is business.

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Experience Investigators

APRIL 25, 2023

I recently asked one organization how they defined being customer-centric. And if we’re talking about creating a CULTURE around this idea, then that means we have to determine what makes up a culture in the first place. How can they be trusted? And that is great. It sounds great. What is Culture, Anyway? Business is business.

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Customer Bliss

JULY 7, 2016

My goal in coaching leaders and bringing them together is to create an engaged community that learns from one another. My goal is to offer peer to peer sharing about the ins and outs of this role: what works, what doesn’t and how to stay the course and gain traction. This is Mark’s good example of how Audi rolled something out.

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56