7 Articles Every Support Leader Should Read This Month

Fall is just around the corner, and that means that support leaders everywhere are preparing for the holiday rush. Here are some of the most intriguing articles, graphics, and reports we saw this month: we hope they challenge you to deliver fantastic support to your customers in the weeks and months ahead!

1. 10 things that matter to customers and how they affect your business

“82% of consumers have stopped doing business with a company due to bad customer service…your business should be able to identify and relate with customers’ wants and needs. Think of it as a ripple effect: when you make your customers happy, they will recommend your business, which then leads to improved company value and growth.” See the infographic on the Transcosmos Information Systems website.

2. Fostering cognitive diversity on your support team

“So rather than immediately hiring the perfect fit for your team, challenge yourself to consider the added value of a diverse thinker. That employee could radically change your team for the better.” Read the full post on the Lessonly blog.

3. How to get customer obsession to start at the top

“Customer-obsessed companies are the future. Look at any industry that’s facing disruption and you’ll see the same thing: upstart companies solving age-old customer problems. So how do you get customer obsession to start at the top?” Read the full post from Borge Hald, co-founder and CEO of Medallia, on Shep Hyken’s blog.

4. CCW Digital Executive Report: Customer Experience

“Luckily, there is a way to easily and substantially elevate your approach to learning, training, and agent development. Through a combination of refined strategies and intuitive technology, you can foster a more engaged, knowledgeable, versatile, and productive workforce.” Read thoughts from Lessonly COO Conner Burt on CCW Digital.

5. Technology NPS benchmarks

“Let’s explore the state of NPS for the technology industry, some of its NPS leaders, and opportunities for growth.” See the infographic on the CustomerGauge website.

6. The contact center playbook for improving customer satisfaction

“This guide will discuss important metrics to consider when measuring satisfaction, and how to achieve customer happiness and retention along the way.” Read the whitepaper from Fonolo.

7. Appearing to Care

“We know that your customers will put up with imperfect, but one that they’d like in return is for you to care.” Read the full post from Seth Godin, best-selling author, on Seth’s blog.

Lessonly helps support teams serve their customers with excellence

Customer support leaders want to address customer concerns with speed, quality, and empathy. Lessonly’s team learning software is an indispensable tool for support teams across the globe. Want to see if Lessonly can take your support team to the next level of service? Take a tour today.

Democratize the Experience, Don’t Teach from the Top-Down
Insights from LinkedIn's 2017 Workplace Learning Report [infographic]

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