Reputation’s Post

What does building in public look like for a publicly traded company? It starts with building directly with your customers and soliciting honest feedback. My Toast SMB (Small to Medium Business:) Customer Advisory Board experience has been nothing short of extraordinary. On this last visit a couple of the OG CAB members (Shaz Khan & Joy Zarembka) were commenting that we can’t believe that every CAB experience somehow gets better than the last. That only happens when are willing to build in public right alongside your raving fans and harshest critics. Are you obsessed with your customers success? What can you be doing to show them the work your organization is doing on their behalf on a daily, weekly, monthly and quarterly basis?

You may have seen that our incredible Customer Success team is a finalist in 3 categories of the UK CXA Awards! 🎉 A huge shoutout to our inspirational Head of Customer Success, Lisa for building such an amazing team. Her passion for helping our customers succeed shines through in everything she does. 💫 Check out this video to learn more about our ethos and why the Customer Success team have been shortlisted 👉https://lnkd.in/exs_83-x #UKCXA24 #CustomerExperience #CustomerSuccess

𝗡𝗲𝘃𝗲𝗿 𝘂𝗻𝗱𝗲𝗿𝗲𝘀𝘁𝗶𝗺𝗮𝘁𝗲 𝗵𝗼𝘄 𝗶𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝘁 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝘀 𝘁𝗼 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗮𝗻𝗱 𝗿𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻. Customers may not remember all you said but they'll 𝘥𝘦𝘧𝘪𝘯𝘪𝘵𝘦𝘭𝘺 remember how you made them feel. We've a range of customer service and communication training materials, that could be exactly what your business needs...take a look at our site www.mlruk.com You can also see a few of the comments, we've also received here at 𝗠𝗟𝗥: https://lnkd.in/erq59gZF 🗓️ We post about the power of learning in the workplace 🔔 Follow for insights and real-world experiences 📈 Join for knowledge + grow with our community

Navigating the future of customer support: how to create an agent support strategy that leads to your brand's success. I will be moderating a panel with leading BPOs at an upcoming event where we'll be diving into topics like: - Best practices for creating and maintaining partnerships that align with organizational goals. - The value of strong comprehensive support models that can meet the evolving needs of businesses and their customers. - Leveraging the tools and technology If you were sitting in the audience, what is the one burning question you'd like me to ask our panel? What new insight will help you improve your company's customer service operations? Drop it below!

If you’re a small business owner or Marketing Manager, check out this course on how to set up and send customer newsletters. It’ll be a step-by-step course so even if you’re totally new to newsletters, aren’t familiar with Intuit Mailchimp or you’ve been told you should be keeping in contact with customers but aren’t sure why, this is for you.👇 🍪I’m also told there’ll be biscuits it’s so it’s a no-brainer really. #newsletters #newslettermarketing #contentmarketingagency #training #biscuits

𝗡𝗲𝘃𝗲𝗿 𝘂𝗻𝗱𝗲𝗿𝗲𝘀𝘁𝗶𝗺𝗮𝘁𝗲 𝗵𝗼𝘄 𝗶𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝘁 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝘀 𝘁𝗼 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗮𝗻𝗱 𝗿𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻. Customers may not remember all you said but they'll 𝘥𝘦𝘧𝘪𝘯𝘪𝘵𝘦𝘭𝘺 remember how you made them feel. We've a range of customer service and communication training materials, that could be exactly what your business needs...take a look at our site www.mlruk.com You can also see a few of the comments, we've also received here at 𝗠𝗟𝗥: https://lnkd.in/ejYpe5Bp 🗓️ We post about the power of learning in the workplace 🔔 Follow for insights and real-world experiences 📈 Join for knowledge + grow with our community

Can we talk about customer feedback for a second? 🎯 You know what our team loves to see? The consistent 5-star ratings we've been getting for our customer support since switching systems this year. Sure, I could geek out about our tech all day, but here's the truth: when you're stressed about deadlines (hello, October!), what you really need is a quick, helpful response. That's why we continue to be laser-focused on: - Lightning-fast response times (<2 hours!) - Better onboarding emails - Refreshed knowledge base - Brand new tutorial videos As this cycle wraps up, I'm just grateful for customers who notice and appreciate the effort. Our team loves to talk about who they got a 5 star rating from in our weekly meetings. Real support has an impact, and we're here for it.

Recognizing that I am new to the Customer Success role and have no prior experience in SaaS(Software as a Service), I'm attending SaaStr to seek practical advice on how to quickly acclimate to an industry known for its fast-paced evolution, driven by technological advancements, shifting customer needs, and dynamic market conditions. Shouting out to all CEOs, COOs, CSOs, VPs and CSMs—I’m passing the mic! Here are just a few thought-provoking questions that came up for me during SaaStr Annual.. 1.) What are the most effective strategies for building strong relationships with customers in the SaaS industry, and how can a new CSM quickly adapt and leverage these strategies? 2.) How does the CSM role integrate with other departments like Sales, Product, and Support in your company? 3.) What tools or technologies have you found most effective for tracking customer health and engagement? 4.) What are the key metrics or indicators that you focus on to measure customer success and ensure customer satisfaction in your SaaS platform? Let's dive deeper together—let’s chat! 💬

"Thank you so much, Hannah. After your training, my salesgirl sold the most expensive dress on the rack." This was feedback from Lucy, who has a physical shop in Rosslyn Riviera Mall. She had sent her salesgirl for my customer service training, which I usually hold prior to Customer Service Week. And today, she is one of the many business owners who has changed the trajectory of her business by connecting with her customers on a human level. Now Q3 is almost over. Don’t leave the success of your business to chance. Ensure your staff is trained. Want to get started? See the first comment in the comments section for details. 🗒

Some of you have been asking me what I've been doing lately ... Here's a sneak peek in action! 👇 Had a fantastic time hosting this webinar with Andrea Migliorini and Gea Simplicio 😍 and our great experts. Watch the full video of "Voices Of Customer Education," the #1 online event about customer training: https://lnkd.in/dSpNHAtr