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\nCustomer experience (CX) is a term that has gained significant importance in customer service and the overall business world over the past decade. Customers are increasingly empowered and have access to numerous options, so the quality of their interactions with a brand plays a pivotal role in shaping their perception and decision-making process.
\n\n\n\nCustomer experience refers to the overall journey a customer goes through while interacting with a company, from the initial contact to post-purchase support. Customer experience touches every aspect of the business\u2014not just the contact center.
\n\n\n\nA positive customer experience has become a critical factor for the success and growth of businesses across industries. It can influence customer loyalty, brand advocacy, and the company\u2019s revenue.
\n\n\n\nWe will explore:
\n\n\n\nWe will also explore why customer experience strategy matters for business growth and how it can be measured and improved. Furthermore, we will examine the key elements that contribute to creating a great customer experience, explore the significance of customer experience management, and various tools that can assist businesses in monitoring and enhancing customer interactions.
\n\n\n\nCustomer experience encompasses every interaction a customer has with a brand. It goes beyond just the product or service and includes all touchpoints such as:
\n\n\n\nIt\u2019s the total, holistic sum of the customer experience throughout the customer\u2019s entire journey with the company.
\n\n\n\n\u201cCustomer Experience work requires us to focus on others. And guess what? Research shows that thinking of others leads us to feeling more empathetic and grateful. And gratitude leads to happiness. So those of us doing this work literally bring more happiness to the world.\u201d \u2013 Jeannie Walters
\n\n\n\nRead: The 6 Most Important Components of Your Customer Service Strategy
\n\n\n\nThe buyer\u2019s journey is a model that describes the process that a potential customer goes through as they consider, evaluate, and purchase a product or service.
\n\n\n\nThe buyer\u2019s journey consists of three main stages:
\n\n\n\nCustomer experience plays a significant role in each of these stages:
\n\n\n\nYour organization\u2019s customer experience strategy is the glue that binds all the steps of the customer journey and keeps your teams focused on customer satisfaction.
\n\n\n\nCustomer experience has a direct impact on brand loyalty. A consistently positive experience fosters trust and loyalty, which, in turn, leads to increased customer retention and reduced customer churn. Loyal customers are more likely to:
\n\n\n\nAdditionally, they become brand advocates, recommending the brand to others through word-of-mouth marketing, further contributing to revenue growth.
\n\n\n\nLikewise, a bad customer experience can cost you future business and hurt your organization\u2019s reputation.
\n\n\nNot able to play the video? Click here to watch the video
A solid CX strategy is a must both to retain existing customers and draw new ones.
\n\n\n\nRead: Failure Demand: The Hidden Cost of Neglecting the Customer Experience
\n\n\n\nA great customer experience is the foundation of building customer loyalty. When customers interact positively with a brand, they are more likely to stay loyal and choose the brand over competitors. Loyal customers are also more forgiving when mistakes occur, as they have a deeper emotional connection with the brand.
\n\n\n\nLoyal customers continue to support the brand and become advocates, spreading positive word-of-mouth recommendations. Personal recommendations hold much weight in decision-making, making brand advocates invaluable for generating new leads and customers.
\n\n\n\nIn today\u2019s digital age, online reviews and testimonials act as social proof, significantly influencing potential customers\u2019 perceptions and decisions. Positive online reviews from satisfied customers can attract new customers and strengthen the brand\u2019s credibility.
\n\n\nNot able to play the video? Click here to watch the video
Customer experience metrics are essential to understand how well a brand is meeting customer expectations. Here are some commonly used methods to collect customer feedback and assess their experience:
\n\n\n\nThe data collected from customer feedback can provide valuable insights into areas that require improvement. By analyzing this data, businesses can identify pain points in the customer journey and take targeted actions to enhance the overall experience.
\n\n\n\nTaking advantage of this data is important, starting by sharing it throughout the company. Harvard Business Review offers a case study:
\n\n\n\nA common way to improve the customer experience is to share and learn from customer feedback. However, customer feedback is often only shared with a subset of employees. When feedback is shared more broadly with all employees, it can fuel better customer experiences. This was the case for home improvement company BuildDirect, a business that Rebecca Hinds and Stanford Professor Bob Sutton have studied in-depth.
\n\n\n\nInitially, only top executives at BuildDirect could access negative customer reviews. But, over time, the company decided to give all employees access to the reviews in the service of a better customer experience. Everyone from all parts of the company started to feel more accountability for the customer experience and pitch in cross-functionally to improve it.
\n\n\n\nThe key takeaway is to not hide your figurative warts. Share all feedback\u2014good and bad\u2014throughout the company so your teams can coordinate on solving real customer problems. Sunlight is the best disinfectant.
\n\n\n\nRead: How to Gather Customer Insights to Improve Experience
\n\n\n\nCreating a great customer experience is essential for any business that wants to succeed. Here are some tips on how to create a great customer experience:
\n\n\n\n\u201cMost organizations have not clearly defined what a great customer experience looks like. We talked about these terms like customer experiences, so everybody\u2019s on the same page, but ask your employees: \u2018What does a great customer experience look like?\u2019 And you\u2019ll get a lot of great answers.\u201d \u2014 Jeff Toister
\n\n\n\nRead: Deliver 5-Star Customer Service with These 5 Tips
\n\n\n\nHere are some companies that do a great job of creating a great customer experience:
\n\n\n\nThese are just a few examples of companies that do a great job of creating a great customer experience. By following these tips, you can create a great customer experience for your business.
\n\n\n\nRead: How to Improve Customer Experience in 6 Steps
\n\n\n\nCustomer experience management (CXM) is the process of understanding, managing, and improving the customer\u2019s experience with a company. It is a holistic approach to customer service that considers all aspects of the customer journey, from the first contact to the end of the relationship.
\n\n\n\nCXM is important because it can help businesses to improve customer satisfaction, increase loyalty, and boost profits. By understanding what customers want and need, businesses can create experiences that are more likely to keep customers returning.
\n\n\n\nThere are several different aspects to CXM, including:
\n\n\n\nCXM is an ongoing process that requires businesses to be constantly evolving and adapting to the needs of their customers. By investing in CXM, businesses can create experiences that will keep customers returning for more.
\n\n\n\nHere are some of the benefits of customer experience management:
\n\n\n\nHere are some of the challenges of customer experience management:
\n\n\n\nOverall, customer experience management is a complex and challenging process. However, the benefits of CXM can be significant for businesses that are willing to invest in it.
\n\n\n\nRead: 8 Reasons to Conduct a Customer Experience Audit for the New Year
\n\n\n\nThere are a number of different tools that can be used for customer experience management. Some of the most popular tools include:
\n\n\n\nThese are just a few of the many tools that can be used for customer experience management. The best tool for a particular business will depend on the specific needs of the business.
\n\n\n\nOne tool you shouldn\u2019t skip is TextExpander, which is a text expansion tool that can help you save time and improve your company\u2019s customer experience in several ways.
\n\n\n\nHere are a few examples:
\n\n\n\nTextExpander can be a valuable tool for improving your company\u2019s customer experience. It can help you:
\n\n\n\nHere are some additional tips for choosing customer experience management tools:
\n\n\n\nBy following these tips, you can choose customer experience management tools that will help you to improve the customer experience for your business.
\n\n\n\nIn conclusion, customer experience is critical to business success and growth. Creating positive and memorable experiences at every touchpoint fosters customer loyalty and turns customers into brand advocates. Online customer experience management is vital in today\u2019s digital landscape, and businesses must invest in tools and strategies to deliver seamless digital experiences.
\n\n\n\nBy measuring and analyzing customer feedback, companies can identify areas for improvement and develop customer-centric strategies to enhance the overall customer experience. With the ever-increasing competition in the market, prioritizing customer experience has become a strategic imperative for businesses seeking sustained growth and success.
\n\n\n\nCustomer experience is a broader concept that encompasses the entire customer journey and involves all interactions with the brand, while customer service is a subset of customer experience, focusing specifically on providing support and assistance to customers when they seek help or encounter issues.
\n\n\n\nCustomer Relationship Management (CRM) and Customer Experience Management (CXM) are two closely related concepts, but they have some key differences.
\n\n\n\nCRM is focused on managing customer data and interactions. It helps businesses track customer information, such as contact details, purchase history, and service requests. CRM can also be used to automate tasks, such as sending out marketing emails or creating customer support tickets.
\n\n\n\nIn short, CRM is a tool that can help businesses manage customer data and interactions. CXM is a philosophy that businesses can adopt to create positive customer experiences.
\n\n\n\nCRM and CXM are both important tools for businesses that want to improve their customer relationships. However, CXM is a more holistic approach that takes into account the entire customer journey. By adopting a CXM philosophy, businesses can create positive customer experiences that lead to increased loyalty and revenue.
\n\n\n\nUser experience (UX) design is the process of designing products that are easy and enjoyable to use. UX designers focus on the entire user experience, from the first time a user interacts with a product to the last. They consider the user\u2019s needs, goals, and abilities, and they design products that are intuitive, efficient, and relevant.
\n\n\n\nCustomer experience (CX) and user experience (UX) are related but distinct concepts in business and product development.
\n\n\n\nWhile customer experience centers on the customer\u2019s entire experience with the company, user experience is specifically concerned with the experience users have while interacting with a particular product, system, or service. It primarily relates to the usability, accessibility, and enjoyment of using that product.
\n\n\n\nUX design aims to optimize the user\u2019s journey by making it efficient, intuitive, and pleasant, thereby meeting customer needs and reducing friction. UX designers focus on understanding user needs, conducting user research, and creating user-centered designs to improve the product\u2019s functionality and user-friendliness.
\n\n\n\nWhile both CX and UX are concerned with the experience customers have, CX is broader, encompassing all interactions with the brand, while UX is more focused on the interactions and experiences with a specific product or service.
\n\n\n\nOmnichannel customer experience is a customer service strategy that provides customers with a seamless experience across all channels, including online, in-store, and over the phone. The goal of omnichannel customer experience is to make it easy for customers to get what they need, no matter how they choose to interact with a business.
\n", "content_text": "Customer experience (CX) is a term that has gained significant importance in customer service and the overall business world over the past decade. Customers are increasingly empowered and have access to numerous options, so the quality of their interactions with a brand plays a pivotal role in shaping their perception and decision-making process.\n\n\n\nCustomer experience refers to the overall journey a customer goes through while interacting with a company, from the initial contact to post-purchase support. Customer experience touches every aspect of the business\u2014not just the contact center.\n\n\n\nA positive customer experience has become a critical factor for the success and growth of businesses across industries. It can influence customer loyalty, brand advocacy, and the company\u2019s revenue.\n\n\n\nWe will explore:\n\n\n\n\nThe concept of customer experience\n\n\n\nIts role in the buyer\u2019s journey\n\n\n\nCX\u2019s impact on brand perception and revenue\n\n\n\n\nWe will also explore why customer experience strategy matters for business growth and how it can be measured and improved. Furthermore, we will examine the key elements that contribute to creating a great customer experience, explore the significance of customer experience management, and various tools that can assist businesses in monitoring and enhancing customer interactions.\n\n\n\nUnderstanding Customer Experience\n\n\n\nDefining customer experience\n\n\n\nCustomer experience encompasses every interaction a customer has with a brand. It goes beyond just the product or service and includes all touchpoints such as:\n\n\n\n\nMarketing messages\n\n\n\nWebsite usability\n\n\n\nSales processes\n\n\n\nCustomer service\n\n\n\nAfter-sales service\n\n\n\n\nIt\u2019s the total, holistic sum of the customer experience throughout the customer\u2019s entire journey with the company.\n\n\n\n\u201cCustomer Experience work requires us to focus on others. And guess what? Research shows that thinking of others leads us to feeling more empathetic and grateful. And gratitude leads to happiness. So those of us doing this work literally bring more happiness to the world.\u201d \u2013 Jeannie Walters\n\n\n\nRead: The 6 Most Important Components of Your Customer Service Strategy\n\n\n\nCustomer experience\u2019s role in the buyer\u2019s journey\n\n\n\nThe buyer\u2019s journey is a model that describes the process that a potential customer goes through as they consider, evaluate, and purchase a product or service.\n\n\n\nThe buyer\u2019s journey consists of three main stages:\n\n\n\n\nAwareness: In the awareness stage, the potential customer is not yet aware that they have a problem or need. They may be doing some research online or talking to friends and family about their problems.\n\n\n\nConsideration: In the consideration stage, the potential customer is aware that they have a problem or need and they are starting to look for solutions. They may be comparing different products and services, reading reviews, and talking to salespeople.\n\n\n\nDecision: In the decision stage, the potential customer has decided on a product or service and they are ready to make a purchase. They may be comparing prices, reading the fine print, and making sure that they are getting the best deal.\n\n\n\n\nCustomer experience plays a significant role in each of these stages:\n\n\n\n\nDuring the awareness stage, positive experiences with a brand\u2019s marketing messages and content can spark interest and curiosity.\n\n\n\nA seamless and delightful customer experience can influence a prospect\u2019s decision-making process in the consideration stage.\n\n\n\nFinally, during the decision stage, a positive customer experience can lead to conversions and repeat business.\n\n\n\n\nYour organization\u2019s customer experience strategy is the glue that binds all the steps of the customer journey and keeps your teams focused on customer satisfaction.\n\n\n\nCustomer experience: its impact on brand perception and revenue\n\n\n\nCustomer experience has a direct impact on brand loyalty. A consistently positive experience fosters trust and loyalty, which, in turn, leads to increased customer retention and reduced customer churn. Loyal customers are more likely to:\n\n\n\n\nMake repeat purchases\n\n\n\nSpend more on each transaction\n\n\n\nEven pay a premium for a brand they trust\n\n\n\n\nAdditionally, they become brand advocates, recommending the brand to others through word-of-mouth marketing, further contributing to revenue growth.\n\n\n\nLikewise, a bad customer experience can cost you future business and hurt your organization\u2019s reputation.\n\n\n\n \n \n Not able to play the video? Click here to watch the video\n\n\n\n\nA solid CX strategy is a must both to retain existing customers and draw new ones.\n\n\n\nRead: Failure Demand: The Hidden Cost of Neglecting the Customer Experience\n\n\n\nWhy customer experience matters for business growth\n\n\n\nBuilding customer loyalty\n\n\n\nA great customer experience is the foundation of building customer loyalty. When customers interact positively with a brand, they are more likely to stay loyal and choose the brand over competitors. Loyal customers are also more forgiving when mistakes occur, as they have a deeper emotional connection with the brand.\n\n\n\nTurning loyal customers into advocates\n\n\n\nLoyal customers continue to support the brand and become advocates, spreading positive word-of-mouth recommendations. Personal recommendations hold much weight in decision-making, making brand advocates invaluable for generating new leads and customers.\n\n\n\nThe power of online reviews and social proof\n\n\n\nIn today\u2019s digital age, online reviews and testimonials act as social proof, significantly influencing potential customers\u2019 perceptions and decisions. Positive online reviews from satisfied customers can attract new customers and strengthen the brand\u2019s credibility.\n\n\n\n \n \n Not able to play the video? Click here to watch the video\n\n\n\n\nMeasuring Customer Experience\n\n\n\nMethods of measurement\n\n\n\nCustomer experience metrics are essential to understand how well a brand is meeting customer expectations. Here are some commonly used methods to collect customer feedback and assess their experience:\n\n\n\n\nCustomer satisfaction (CSAT) surveys\n\n\n\nNet Promoter Score (NPS) surveys\n\n\n\nCustomer Effort Score (CES) surveys\n\n\n\n\nLeveraging Customer Feedback\n\n\n\nThe data collected from customer feedback can provide valuable insights into areas that require improvement. By analyzing this data, businesses can identify pain points in the customer journey and take targeted actions to enhance the overall experience.\n\n\n\nTaking advantage of this data is important, starting by sharing it throughout the company. Harvard Business Review offers a case study:\n\n\n\nA common way to improve the customer experience is to share and learn from customer feedback. However, customer feedback is often only shared with a subset of employees. When feedback is shared more broadly with all employees, it can fuel better customer experiences. This was the case for home improvement company BuildDirect, a business that Rebecca Hinds and Stanford Professor Bob Sutton have studied in-depth.\n\n\n\nInitially, only top executives at BuildDirect could access negative customer reviews. But, over time, the company decided to give all employees access to the reviews in the service of a better customer experience. Everyone from all parts of the company started to feel more accountability for the customer experience and pitch in cross-functionally to improve it.\n\n\n\nThe key takeaway is to not hide your figurative warts. Share all feedback\u2014good and bad\u2014throughout the company so your teams can coordinate on solving real customer problems. Sunlight is the best disinfectant.\n\n\n\n\n\n\n\n\n\nRead: How to Gather Customer Insights to Improve Experience\n\n\n\nCreating a Great Customer Experience\n\n\n\nCreating a great customer experience is essential for any business that wants to succeed. Here are some tips on how to create a great customer experience:\n\n\n\n\nUnderstand your customers: The first step to creating a great customer experience is to understand your customers. What are their needs and wants? What are their pain points? Once you understand your customers, you can start creating experiences tailored to their needs.\n\n\n\nProvide excellent products and services: Offering high-quality products or services that meet or exceed customer expectations is the foundation of a positive customer experience. Customers expect value for their money and want their needs and desires addressed effectively.\n\n\n\nBe consistent: A great customer experience is consistent across all touchpoints. This means that whether a customer interacts with your business online, in person, or over the phone, they should have a similar experience.\n\n\n\nBe personal: A great customer experience is personal. This means you should treat each customer as an individual, not just a number. Take the time to learn their name, preferences, and history with your business.\n\n\n\nBe responsive: A great customer experience is responsive. This means that you should respond to customer inquiries quickly and efficiently. If a customer has a problem, you should do everything you can to resolve it quickly and to their satisfaction.\n\n\n\nBe proactive: A great customer experience is proactive. This means that you should anticipate customer needs and take steps to address them before they become problems. For example, you could email customers product recommendations or offer discounts on their next purchase.\n\n\n\nOffer excellent customer support: Providing exceptional customer support is crucial for retaining customers and building their trust. Responsiveness, empathy, and problem-solving skills are vital for customer support.\n\n\n\n\n\n\n\n\n\n\n\u201cMost organizations have not clearly defined what a great customer experience looks like. We talked about these terms like customer experiences, so everybody\u2019s on the same page, but ask your employees: \u2018What does a great customer experience look like?\u2019 And you\u2019ll get a lot of great answers.\u201d \u2014 Jeff Toister\n\n\n\nRead: Deliver 5-Star Customer Service with These 5 Tips\n\n\n\nExamples of Excellent Customer Experience\n\n\n\nHere are some companies that do a great job of creating a great customer experience:\n\n\n\n\nAmazon: Amazon is known for its excellent customer service. The company has a dedicated team of customer service representatives available 24/7 to help customers with any problems they may have. Amazon also has a generous return policy, making it easy for customers to return items they are not satisfied with.\n\n\n\nApple: Apple is another company that is known for its excellent customer service. The company has a network of retail stores where customers can get help from knowledgeable staff. Apple also offers a variety of online support options, such as live chat and email support.\n\n\n\nNetflix: Netflix is a streaming service that offers a great customer experience. The company has a user-friendly interface that makes it easy to find and watch movies and TV shows. Netflix also offers a variety of subscription options, so customers can choose the plan that best suits their needs.\n\n\n\n\nThese are just a few examples of companies that do a great job of creating a great customer experience. By following these tips, you can create a great customer experience for your business.\n\n\n\n\n\n\n\n\n\nRead: How to Improve Customer Experience in 6 Steps\n\n\n\nAbout Customer Experience Management (CXM)\n\n\n\nCustomer experience management (CXM) is the process of understanding, managing, and improving the customer\u2019s experience with a company. It is a holistic approach to customer service that considers all aspects of the customer journey, from the first contact to the end of the relationship.\n\n\n\nCXM is important because it can help businesses to improve customer satisfaction, increase loyalty, and boost profits. By understanding what customers want and need, businesses can create experiences that are more likely to keep customers returning.\n\n\n\nThere are several different aspects to CXM, including:\n\n\n\n\nCustomer research: This involves understanding the needs and wants of customers through surveys, interviews, and focus groups.\n\n\n\nCustomer journey mapping: This involves mapping out the customer\u2019s journey from first contact to the end of the relationship.\n\n\n\nData analysis: This involves analyzing data about customer interactions to identify trends and patterns.\n\n\n\nProcess improvement: This involves improving the customer experience by making changes to processes, policies, and procedures.\n\n\n\nEmployee training: This involves training employees on how to provide a positive customer experience.\n\n\n\n\nCXM is an ongoing process that requires businesses to be constantly evolving and adapting to the needs of their customers. By investing in CXM, businesses can create experiences that will keep customers returning for more.\n\n\n\nHere are some of the benefits of customer experience management:\n\n\n\n\nImproved customer satisfaction: When customers have a positive experience with a company, they are more likely to be satisfied with the product or service they received. This can lead to repeat business and positive word-of-mouth.\n\n\n\nIncreased loyalty: Customers who have a positive experience with a company are more likely to be loyal to that company. This means they are more likely to continue doing business with the company and less likely to switch to a competitor.\n\n\n\nBoosted profits: When customers are satisfied and loyal, they are more likely to spend more money with a company. This can lead to increased profits for the company.\n\n\n\n\nHere are some of the challenges of customer experience management:\n\n\n\n\nData collection: It can be challenging to collect data about customer interactions. This is because customers may not always provide feedback, and the collected data may not be accurate or complete.\n\n\n\nData analysis: It can be challenging to analyze data about customer interactions. This is because the data may be large and complex, making it difficult to identify trends and patterns.\n\n\n\nProcess improvement: Improving processes, policies, and procedures can be challenging. This is because employees can resist change, and it can be difficult to implement effective changes.\n\n\n\nEmployee training: It can be challenging to train employees to provide a positive customer experience. This is because employees may not be motivated to learn new skills or have the time to attend training sessions.\n\n\n\n\nOverall, customer experience management is a complex and challenging process. However, the benefits of CXM can be significant for businesses that are willing to invest in it.\n\n\n\nRead: 8 Reasons to Conduct a Customer Experience Audit for the New Year\n\n\n\nTools for Customer Experience Management\n\n\n\nThere are a number of different tools that can be used for customer experience management. Some of the most popular tools include:\n\n\n\n\nCustomer relationship management (CRM) software: CRM software can help businesses to track customer interactions, manage customer data, and provide personalized service.\n\n\n\nCustomer feedback tools: Customer feedback tools can help businesses to collect feedback from customers, track feedback trends, and identify areas where the customer experience can be improved.\n\n\n\nCustomer journey mapping tools: Customer journey mapping tools can help businesses to map out the customer\u2019s journey from first contact to the end of the relationship. This can help businesses to identify areas where the customer experience can be improved.\n\n\n\nData analytics tools: Data analytics tools can help businesses analyze customer interaction data to identify trends and patterns. This can help businesses improve the customer experience by changing processes, policies, and procedures.\n\n\n\nEmployee training tools: Employee training tools can help businesses train employees on providing a positive customer experience. This can help businesses ensure that all employees provide the same service level.\n\n\n\n\nThese are just a few of the many tools that can be used for customer experience management. The best tool for a particular business will depend on the specific needs of the business.\n\n\n\nOne tool you shouldn\u2019t skip is TextExpander, which is a text expansion tool that can help you save time and improve your company\u2019s customer experience in several ways.\n\n\n\nHere are a few examples:\n\n\n\n\nYou can use TextExpander to create Snippets of text that you use frequently in customer communications. This can save you time and effort, and it can also help to ensure that your communications are consistent. For example, you could create Snippets to handle angry customers or create an \u201cissue has been resolved\u201d email template.\n\n\n\nYou can use TextExpander to personalize your customer communications. This can help to build relationships with your customers and make them feel valued. For example, you could create a Snippet that includes the customer\u2019s name or a Snippet that includes a personalized message.\n\n\n\nYou can use TextExpander to automate customer support tasks. This can free up your time to focus on more important tasks. For example, you could create a Snippet that automatically sends a canned response to a customer who has asked a common question.\n\n\n\nYou can use TextExpander to track customer feedback. This can help you to identify areas where you can improve your customer experience. For example, you could create a Snippet with a link to a customer satisfaction survey.\n\n\n\n\n\t\n\t\n\n\t\t\n\t\t\t\n\t\t\t\t\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tSelect a snippet you would like to try\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tThank You \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tBilling Responses \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tEscalations \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tConnect on Social \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tFAQs \n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below sup.thanks \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below sup.bill \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below sup.tier2 \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below sup.social \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\tType this shortcut below sup.faq \n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\n\t\t\t\t\n\t\t\t\n\t\t\n\t\n\t\n\t\t\t\t\t\n\t\t\t\tThank you for your email! I\u2019m happy to look into this for you.\t\t\t\n\t\t\t\t\t\n\t\t\t\tI\u2019m happy to walk you through our active-user-based billing system. TextExpander works on pre-purchased credits, where 1 user needs 1 credit a month, or 12 credits per year. We only deduct credits for users that expand a Snippet within a billing period.\nThere are two payment plans available:\n\nAnnual Payment: You purchase 12 months\u2019 worth of credits per user on your billing date at a 20% discount.\nMonthly Payment: You pay for one credit per user at the beginning of each month\n\nOnce you use up your credits, you are charged again at the start of the next billing period, either for another year on the annual plan or for the next month on the monthly plan. There are also additional billing resources at this link.\nDoes this clarify?\t\t\t\n\t\t\t\t\t\n\t\t\t\tThanks for reaching out to TextExpander. I\u2019ve escalated your request to our tier 2 support team, who should get back to you shortly with a solution.\t\t\t\n\t\t\t\t\t\n\t\t\t\tWe value the positive feedback you provided about your customer experience! If you have a moment, we\u2019d greatly appreciate it if you could take a moment to share your experience on social media. Our handles are below for your convenience.\ntwitter.com/TextExpanderfacebook.com/TextExpanderlinkedin.com/company/TextExpander\nHave a wonderful day!\t\t\t\n\t\t\t\t\t\n\t\t\t\tThanks so much for reaching out and I\u2019m sorry to hear that you\u2019re having trouble. I\u2019ve included\u00a0a link here\u00a0that should explain the proper way to troubleshoot this issue. Can you please follow the steps and let us know if the problem has been resolved?\t\t\t\n\t\t\t\n\n\t\n\n\n\nTextExpander can be a valuable tool for improving your company\u2019s customer experience. It can help you:\n\n\n\n\nAutomate tasks\n\n\n\nPersonalize your communications\n\n\n\nSave time\n\n\n\nTrack customer feedback\n\n\n\n\nHere are some additional tips for choosing customer experience management tools:\n\n\n\n\nConsider your budget: Customer experience management tools can range in price from free to hundreds of dollars per month. It is important to consider your budget when choosing tools.\n\n\n\nChoose tools that are easy to use: Customer experience management tools should be easy to use for both employees and customers. This will help to ensure that the tools are used effectively.\n\n\n\nChoose tools that are integrated: Customer experience management tools should be integrated with other business systems, such as CRM software and e-commerce platforms. This will help to ensure that data is shared seamlessly between systems.\n\n\n\nChoose tools that are scalable: Customer experience management tools should be scalable so that they can be used as the business grows.\n\n\n\n\nBy following these tips, you can choose customer experience management tools that will help you to improve the customer experience for your business.\n\n\n\nCustomer experience is more than customer service\n\n\n\nIn conclusion, customer experience is critical to business success and growth. Creating positive and memorable experiences at every touchpoint fosters customer loyalty and turns customers into brand advocates. Online customer experience management is vital in today\u2019s digital landscape, and businesses must invest in tools and strategies to deliver seamless digital experiences.\n\n\n\nBy measuring and analyzing customer feedback, companies can identify areas for improvement and develop customer-centric strategies to enhance the overall customer experience. With the ever-increasing competition in the market, prioritizing customer experience has become a strategic imperative for businesses seeking sustained growth and success.\n\n\n\nFAQ about customer experience\n\n\n\nQ: What is the difference between customer experience and customer service?\n\n\n\nCustomer experience is a broader concept that encompasses the entire customer journey and involves all interactions with the brand, while customer service is a subset of customer experience, focusing specifically on providing support and assistance to customers when they seek help or encounter issues.\n\n\n\nQ: What is the difference between Customer Experience Management (CXM) and Customer Relationship Management?\n\n\n\nCustomer Relationship Management (CRM) and Customer Experience Management (CXM) are two closely related concepts, but they have some key differences.\n\n\n\nCRM is focused on managing customer data and interactions. It helps businesses track customer information, such as contact details, purchase history, and service requests. CRM can also be used to automate tasks, such as sending out marketing emails or creating customer support tickets.\n\n\n\n\nCXM is focused on creating positive customer experiences. It goes beyond simply managing data and interactions to focus on how customers feel about their interactions with a business.\n\n\n\nCXM takes into account all aspects of the customer journey, from the first contact to the end of the relationship.\n\n\n\n\nIn short, CRM is a tool that can help businesses manage customer data and interactions. CXM is a philosophy that businesses can adopt to create positive customer experiences.\n\n\n\nCRM and CXM are both important tools for businesses that want to improve their customer relationships. However, CXM is a more holistic approach that takes into account the entire customer journey. By adopting a CXM philosophy, businesses can create positive customer experiences that lead to increased loyalty and revenue.\n\n\n\nQ: What is user experience design?\n\n\n\nUser experience (UX) design is the process of designing products that are easy and enjoyable to use. UX designers focus on the entire user experience, from the first time a user interacts with a product to the last. They consider the user\u2019s needs, goals, and abilities, and they design products that are intuitive, efficient, and relevant.\n\n\n\nQ: What is the difference between customer experience (CX) and user experience (UX)?\n\n\n\nCustomer experience (CX) and user experience (UX) are related but distinct concepts in business and product development.\n\n\n\nWhile customer experience centers on the customer\u2019s entire experience with the company, user experience is specifically concerned with the experience users have while interacting with a particular product, system, or service. It primarily relates to the usability, accessibility, and enjoyment of using that product.\n\n\n\n\n\n\n\n\n\nUX design aims to optimize the user\u2019s journey by making it efficient, intuitive, and pleasant, thereby meeting customer needs and reducing friction. UX designers focus on understanding user needs, conducting user research, and creating user-centered designs to improve the product\u2019s functionality and user-friendliness.\n\n\n\nWhile both CX and UX are concerned with the experience customers have, CX is broader, encompassing all interactions with the brand, while UX is more focused on the interactions and experiences with a specific product or service.\n\n\n\nQ: What is omni channel customer experience?\n\n\n\nOmnichannel customer experience is a customer service strategy that provides customers with a seamless experience across all channels, including online, in-store, and over the phone. The goal of omnichannel customer experience is to make it easy for customers to get what they need, no matter how they choose to interact with a business.", "date_published": "2023-08-16T07:00:00-07:00", "date_modified": "2023-08-17T08:24:44-07:00", "authors": [ { "name": "Josh Centers", "url": "https://textexpander.com/author/joshcenters", "avatar": "https://secure.gravatar.com/avatar/280cefa60ee3078963e7ac3118eb3abf?s=512&d=retro&r=g" } ], "author": { "name": "Josh Centers", "url": "https://textexpander.com/author/joshcenters", "avatar": "https://secure.gravatar.com/avatar/280cefa60ee3078963e7ac3118eb3abf?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/What-is-customer-experience-featured.png", "tags": [ "customer service", "Customer Support", "Blog", "By Profession" ], "summary": "What is customer experience and why is it essential for growing your business?" }, { "id": "https://textexpander.com/?p=79066", "url": "https://textexpander.com/blog/how-to-calculate-nps", "title": "How to Calculate NPS and Rank Customer Loyalty", "content_html": "![\"How](\"https://textexpander.com/wp-content/uploads/unnamed-600x200.png\")
\nHow to calculate NPS is a critical task for customer service professionals who live and die based on those survey results. Your NPS score holds significant weight in gauging customer loyalty and satisfaction, and it\u2019s a valuable instrument that can offer key insights into your customer base and health. It\u2019s one of the key customer service stats.
\n\n\n\nNPS represents the loyalty that motivates customers to become brand ambassadors and share your company\u2019s products/services with others, ultimately driving new business.
\n\n\n\nSo if you\u2019re ready to delve into the world of NPS, learn how to calculate it, interpret it, and use it to drive your business forward, let\u2019s get started!
\n\n\n\n![\"how](\"https://textexpander.com/wp-content/uploads/word-image-79066-3-560x280.png\")
To calculate NPS, you need to survey your customers and ask them a straightforward question:
\n\n\n\n\u201cHow likely are you to recommend our company/product/service to a friend or colleague?\u201d
\n\n\n\nTheir responses will be the building blocks of your NPS score. The survey should be short and simple to reduce friction and increase survey responses.
\n\n\n\n![\"Example](\"https://textexpander.com/wp-content/uploads/word-image-79066-4-560x77.png\")
The industry standard NPS survey is on an 11-point scale from 0 to 10. The 11-point scale is the original method to calculate NPS as envisioned by its inventor, Fred Reichheld.
\n\n\n\nOnce you\u2019ve gathered your answers, it\u2019s time to sort them. The responses are split into three groups:
\n\n\n\n![\"how](\"https://textexpander.com/wp-content/uploads/word-image-79066-5-560x315.png\")
To maintain a loyal customer base and ensure their satisfaction, it is crucial to drive improvements and gather customer feedback continually. The ability to accurately determine NPS provides more than just a starting point. A business owner can gain valuable customer insights by consistently gathering this information. This data allows for confident and informed decision-making. Even if revenue is up today, a bad NPS score can tell you that rocky times are ahead.
\n\n\n\nBy dividing the overall number of respondents, you can determine the percentage of both Detractors and Promoters, which is necessary to calculate a Net Promoter Score (NPS). After multiplying this result by 100, the percentage can be converted into a final number.
\n\n\n\nHere are the steps:
\n\n\n\nCalculate your NPS by subtracting the percentage of Detractors from the percentage of Promoters. The resulting number will be your NPS and can range from -100 (if all customers are Detractors) to 100 (if all customers are Promoters).
\n\n\n\nNet Promoter Score = Percentage of Promoters \u2013 Percentage of Detractors
\n\n\n\nHere\u2019s a handy NPS calculator that makes it easy:
\n\n\nNPS Calculator
\n\t\t
Number of responses
who rated you
9 or 10
Number of responses
who rated you
7 or 8
Number of responses
who rated you a
6 or below
The 11-point NPS scale is the industry standard. However, some organizations shorten it to a 5-point scale. This compact and popular scale is commonly used because of its simplicity, especially in mobile surveys.
\n\n\n\nRegardless of which scale you use, it\u2019s important to remain consistent. If you use an 11-point scale, don\u2019t suddenly switch to a 5-point NPS scale and vice versa.
\n\n\n\nWhen transitioning from the typical 11-point scale to a 5-point scale, the classification of participants as Detractors, Passives, and Promoters changes.
\n\n\n\nDetractors are respondents with scores of 1-3 on the simplified 5-point scale. This makes it easy for them to determine their rating. Passive respondents have a score of 4, while Promoters rate themselves a 5.
\n\n\n\nThe calculation formula remains stable despite the scale utilized, which is:
\n\n\n\nNPS = % Promoters \u2013 % Detractors
\n\n\n\n![\"how](\"https://textexpander.com/wp-content/uploads/word-image-79066-6-560x315.png\")
To calculate NPS on a 5-point scale, you would follow the same steps as with the 11-point scale:
\n\n\n\nLet\u2019s bring the concept of how to calculate NPS to life with some easy-to-follow NPS calculation examples.
\n\n\n\nLet\u2019s say you\u2019ve surveyed 100 customers and received the following feedback:
\n\n\n\nFirst, calculate the percentage of Promoters and Detractors:
\n\n\n\nThen, subtract the percentage of Detractors from the percentage of Promoters to get your NPS:
\n\n\n\n60% Promoters \u2013 20% Detractors = 40 NPS
\n\n\n\nNow, let\u2019s consider a 5-point scale with 100 responses:
\n\n\n\nAgain, calculate the percentage of Promoters and Detractors:
\n\n\n\nThen, calculate the NPS score:
\n\n\n\n50% Promoters = 20% Detractors = 30 NPS
\n\n\n\nSo, your NPS score is 30.
\n\n\n\nThese examples show how to calculate NPS using both an 11-point and a 5-point scale. Remember, the NPS survey is a great tool for understanding customer loyalty and satisfaction. But the real value lies in using this metric to gain insights into your customer base and make informed decisions to improve customer satisfaction and loyalty. So, keep asking, keep calculating, and keep improving your business. The NPS score can be your lighthouse to growing your business.
\n\n\n\nIf you\u2019re a fan of spreadsheets, you\u2019ll be pleased to know that you can calculate your NPS score using Excel. It\u2019s a straightforward process that can make analyzing your customer survey data a breeze. Let\u2019s walk through the steps.
\n\n\n\nFirst, you\u2019ll need to input your survey data into Excel. Let\u2019s assume you have a column of survey responses ranging from 0 to 10 (or 1 to 5 if you use a 5-point scale).
\n\n\n\nNext, you must categorize the responses into Detractors, Passives, and Promoters. You can use the IF function in Excel to do this. For an 11-point scale, the formula would be `=IF(A2<=6, \u201cDetractor\u201d, IF(A2<=8, \u201cPassive\u201d, \u201cPromoter\u201d))`. For a 5-point scale, adjust the formula to `=IF(A2<=3, \u201cDetractor\u201d, IF(A2=4, \u201cPassive\u201d, \u201cPromoter\u201d))`.
\n\n\n\nUse the COUNTIF function to divide the total number of responses by the number of each category you have calculated. For instance, if you have 100 responses and your categories are in column B, the formula to determine the percentage of Promoters would be `=COUNTIF(B2:B101, \u201cPromoter\u201d)/100`. Once you\u2019ve sorted all the responses, you can easily ascertain the percentage of Detractors and Promoters.
\n\n\n\nSubtract the percentage of Defenders from the percentage of Supporters to calculate the NPS. It\u2019s important to ensure the cell is formatted as a percentage\u2014otherwise, it won\u2019t look right.
\n\n\n\nWhile Excel is a great tool for calculating your NPS score, a variety of online calculators and apps can simplify the process even further \u2013 especially if you need to work with other folks on your team to look at the data. Here are a few tools you might find useful:
\n\n\n\nRemember, the key to leveraging NPS is not just knowing how to calculate it, but understanding what the score means for your business and how to act on it. These tools can help you do that.
\n\n\n\n![\"NPS](\"https://textexpander.com/wp-content/uploads/word-image-79066-7-560x280.png\")
What is a good NPS score? Short answer: it depends. However, a good NPS score is considered above 0, meaning more Promoters than Detractors, which is always a positive sign.
\n\n\n\nAs with many aspects of business, the answer isn\u2019t always easy to understand. World-class NPS scores above 70 are excellent and can vary widely depending on industry, region, and other factors.
\n\n\n\nIn your quest to harness the potential of NPS, don\u2019t overlook that its true value lies beyond just the numbers. Instead, focus on utilizing that data to propel your customer experience forward. Gain insights from the reasons behind the scores, take action based on customer feedback, and actively work towards converting Detractors into Passives and Passives into Promoters.
\n\n\n\nSo, whether your NPS is -50 or +50, the most important thing is to use it as a tool for growth and as a guide for improving your business, products, and processes.
\n\n\n\nA: NPS, known as Net Promoter Score, is a metric to gauge customer contentment and dedication. It is determined by asking customers: \u201cHow probable is it that you would advise our company/product/service to a friend or colleague, on a scale of 0-10?\u201d The answers received are subsequently classified into three groups: Detractors (0-6 or 1-3 on a 5-point scale), Passives (7-8 or 4 on a 5-point scale), and Promoters (9-10 or 5 on a 5-point scale). The NPS is determined by subtracting the proportion of Detractors from the proportion of Promoters.
\n\n\n\nA: The Net Promoter Score (NPS) is calculated by subtracting the percentage of detractors from the percentage of promoters. NPS is calculated based on a survey question that asks customers how likely they are to recommend a product or service to a friend or colleague. The responses are typically categorized into promoters, passives, and detractors. Promoters are considered highly likely to recommend, passives are neutral, and detractors are unlikely to recommend. To calculate NPS, the percentage of detractors is subtracted from the percentage of promoters. The resulting score can range from -100 to +100, with higher scores indicating higher levels of customer advocacy.
\n\n\n\nIf every customer is a Promoter, the NPS score can reach 100. To calculate the NPS, subtract the percentage of Detractors from the percentage of Promoters. The score can range from -100 (if every customer is a Detractor) to 100.
\n\n\n\nA world-class NPS score is considered above 70, while above 50 is excellent, and above 0 is generally good. Keep in mind that a good NPS score can vary due to factors like industry and region.
\n\n\n\nImproving your NPS score is an important goal for many businesses. Here are some tips to help you achieve this:
\n\n\n\nImproving your NPS score requires analyzing the reasoning behind it, taking action on customer feedback, and working towards converting Detractors into Passives and Passives into Promoters. The key is to make enhancements to your customer experience by utilizing the feedback you gather.
\n\n\n\nYou might consider using voice of the customer tools to distribute your NPS survey. Here\u2019s a sample below that is a good starting point
\n\n\n\nOn a scale of 0 to 10, with 0 being \u201cNot at all likely\u201d and 10 being \u201cExtremely likely,\u201d please indicate how likely you would be to recommend our services to others.
\n\n\n\n1. How likely are you to recommend our products/services to others?
\n\n\n\n2. Please share the reasons behind your rating. Your feedback will help us understand what aspects we do well at and what areas need improvement.
\n\n\n\n3. Are there specific features or services that stand out to you as particularly positive or valuable as a customer?
\n\n\n\n4 Are there any aspects of our products/services that you believe need improvement? If so, please provide details.
\n\n\n\n5. How satisfied are you with our customer support team?
\n\n\n\n6. If you encountered any challenges while using our services, did our team adequately address and resolve them to your satisfaction?
\n\n\n\n7. How likely are you to continue using our services in the future?
\n\n\n\n8. Do you have any additional comments, suggestions, or ideas for us to consider as we aim to improve our services?
\n", "content_text": "How to calculate NPS is a critical task for customer service professionals who live and die based on those survey results. Your NPS score holds significant weight in gauging customer loyalty and satisfaction, and it\u2019s a valuable instrument that can offer key insights into your customer base and health. It\u2019s one of the key customer service stats.\n\n\n\nNPS represents the loyalty that motivates customers to become brand ambassadors and share your company\u2019s products/services with others, ultimately driving new business.\n\n\n\nSo if you\u2019re ready to delve into the world of NPS, learn how to calculate it, interpret it, and use it to drive your business forward, let\u2019s get started!\n\n\n\nHow Is NPS Calculated? A Simple Explanation\n\n\n\n\n\n\n\nConduct an NPS Survey\n\n\n\nTo calculate NPS, you need to survey your customers and ask them a straightforward question:\n\n\n\n\u201cHow likely are you to recommend our company/product/service to a friend or colleague?\u201d\n\n\n\nTheir responses will be the building blocks of your NPS score. The survey should be short and simple to reduce friction and increase survey responses.\n\n\n\n\n\n\n\nThe industry standard NPS survey is on an 11-point scale from 0 to 10. The 11-point scale is the original method to calculate NPS as envisioned by its inventor, Fred Reichheld.\n\n\n\nSort NPS Survey Results\n\n\n\nOnce you\u2019ve gathered your answers, it\u2019s time to sort them. The responses are split into three groups:\n\n\n\n\nDetractors (0-6): The customers who aren\u2019t pleased may risk your brand by spreading negative reviews.\n\n\n\nPassives (7-8): Content but not overly excited customers who other options may tempt.\n\n\n\nPromoters (9-10): Devoted fans who will continue buying and recommending other people, contributing to expansion.\n\n\n\n\n\n\n\n\nTo maintain a loyal customer base and ensure their satisfaction, it is crucial to drive improvements and gather customer feedback continually. The ability to accurately determine NPS provides more than just a starting point. A business owner can gain valuable customer insights by consistently gathering this information. This data allows for confident and informed decision-making. Even if revenue is up today, a bad NPS score can tell you that rocky times are ahead.\n\n\n\nThe NPS calculation formula\n\n\n\nBy dividing the overall number of respondents, you can determine the percentage of both Detractors and Promoters, which is necessary to calculate a Net Promoter Score (NPS). After multiplying this result by 100, the percentage can be converted into a final number.\n\n\n\nHere are the steps:\n\n\n\n\nYou need to find the percentage of Detractors and the percentage of Promoters. Passives are ignored.\n\n\n\nCalculate the percentage of Detractors: (Number of Detractors / Total NPS Survey Respondents) * 100\n\n\n\nCalculate the percentage of Promoters: (Number of Promoters / Total NPS Survey Respondents) * 100\n\n\n\n\nCalculate your NPS by subtracting the percentage of Detractors from the percentage of Promoters. The resulting number will be your NPS and can range from -100 (if all customers are Detractors) to 100 (if all customers are Promoters).\n\n\n\nNet Promoter Score = Percentage of Promoters \u2013 Percentage of Detractors\n\n\n\nHere\u2019s a handy NPS calculator that makes it easy:\n\n\n\n\n\t\n\t\t\n\t\t\tNPS Calculator\n\t\t\n\t\n\t\n\t\t\n\t\t\t\n\t\t\t\t\n\t\t\t\tNumber of responses who rated you 9 or 10\n\t\t\t\t\n\t\t\t\n\t\t\n\t\t\n\t\t\t\n\t\t\t\t\n\t\t\t\tNumber of responses who rated you 7 or 8\n\t\t\t\t\n\t\t\t\n\t\t\n\t\t\n\t\t\t\n\t\t\t\t\n\t\t\t\tNumber of responses who rated you a 6 or below\n\t\t\t\t\n\t\t\t\n\t\t\n\t\n\t\n\t\t\n\t\t\tNPS Score: 0\n\t\t\n\t\n\n\n\nHow to calculate NPS on a 5-point scale\n\n\n\nThe 11-point NPS scale is the industry standard. However, some organizations shorten it to a 5-point scale. This compact and popular scale is commonly used because of its simplicity, especially in mobile surveys.\n\n\n\nRegardless of which scale you use, it\u2019s important to remain consistent. If you use an 11-point scale, don\u2019t suddenly switch to a 5-point NPS scale and vice versa.\n\n\n\nWhen transitioning from the typical 11-point scale to a 5-point scale, the classification of participants as Detractors, Passives, and Promoters changes.\n\n\n\nDetractors are respondents with scores of 1-3 on the simplified 5-point scale. This makes it easy for them to determine their rating. Passive respondents have a score of 4, while Promoters rate themselves a 5.\n\n\n\nThe calculation formula remains stable despite the scale utilized, which is:\n\n\n\nNPS = % Promoters \u2013 % Detractors\n\n\n\n\n\n\n\nTo calculate NPS on a 5-point scale, you would follow the same steps as with the 11-point scale:\n\n\n\n\nCategorize the responses into Detractors, Passives, and Promoters.\n\n\n\nCalculate the percentage of Detractors and Promoters by dividing the number of respondents in each category by the total number of respondents and multiplying by 100.\n\n\n\nSubtract the percentage of Detractors from the percentage of Promoters to get your NPS score.\n\n\n\n\nNPS calculation examples\n\n\n\nLet\u2019s bring the concept of how to calculate NPS to life with some easy-to-follow NPS calculation examples.\n\n\n\nNPS calculation example: 11-Point scale\n\n\n\nLet\u2019s say you\u2019ve surveyed 100 customers and received the following feedback:\n\n\n\n\n60 customers gave a score of 9 or 10 (Promoters)\n\n\n\n20 customers gave a score of 7 or 8 (Passives)\n\n\n\n20 customers gave a score of 0 to 6 (Detractors)\n\n\n\n\nFirst, calculate the percentage of Promoters and Detractors:\n\n\n\n\n% Promoters = (60/100) * 100 = 60%\n\n\n\n% Detractors = (20/100) * 100 = 20%\n\n\n\n\nThen, subtract the percentage of Detractors from the percentage of Promoters to get your NPS:\n\n\n\n60% Promoters \u2013 20% Detractors = 40 NPS\n\n\n\nNPS calculation example: 5-Point scale\n\n\n\nNow, let\u2019s consider a 5-point scale with 100 responses:\n\n\n\n\n50 customers gave a score of 5 (Promoters)\n\n\n\n30 customers gave a score of 4 (Passives)\n\n\n\n20 customers gave a score of 1 to 3 (Detractors)\n\n\n\n\nAgain, calculate the percentage of Promoters and Detractors:\n\n\n\n\n% Promoters = (50/100) * 100 = 50%\n\n\n\n% Detractors = (20/100) * 100 = 20%\n\n\n\n\nThen, calculate the NPS score:\n\n\n\n50% Promoters = 20% Detractors = 30 NPS\n\n\n\nSo, your NPS score is 30.\n\n\n\nThese examples show how to calculate NPS using both an 11-point and a 5-point scale. Remember, the NPS survey is a great tool for understanding customer loyalty and satisfaction. But the real value lies in using this metric to gain insights into your customer base and make informed decisions to improve customer satisfaction and loyalty. So, keep asking, keep calculating, and keep improving your business. The NPS score can be your lighthouse to growing your business.\n\n\n\nHow to calculate your NPS score in Excel\n\n\n\nIf you\u2019re a fan of spreadsheets, you\u2019ll be pleased to know that you can calculate your NPS score using Excel. It\u2019s a straightforward process that can make analyzing your customer survey data a breeze. Let\u2019s walk through the steps.\n\n\n\nStep 1: Gather and input survey data\n\n\n\nFirst, you\u2019ll need to input your survey data into Excel. Let\u2019s assume you have a column of survey responses ranging from 0 to 10 (or 1 to 5 if you use a 5-point scale).\n\n\n\nStep 2: Categorize responses\n\n\n\nNext, you must categorize the responses into Detractors, Passives, and Promoters. You can use the IF function in Excel to do this. For an 11-point scale, the formula would be `=IF(A2<=6, \u201cDetractor\u201d, IF(A2<=8, \u201cPassive\u201d, \u201cPromoter\u201d))`. For a 5-point scale, adjust the formula to `=IF(A2<=3, \u201cDetractor\u201d, IF(A2=4, \u201cPassive\u201d, \u201cPromoter\u201d))`.\n\n\n\nStep 3: Calculate the percentages\n\n\n\nUse the COUNTIF function to divide the total number of responses by the number of each category you have calculated. For instance, if you have 100 responses and your categories are in column B, the formula to determine the percentage of Promoters would be `=COUNTIF(B2:B101, \u201cPromoter\u201d)/100`. Once you\u2019ve sorted all the responses, you can easily ascertain the percentage of Detractors and Promoters.\n\n\n\nStep 4: Calculate NPS\n\n\n\nSubtract the percentage of Defenders from the percentage of Supporters to calculate the NPS. It\u2019s important to ensure the cell is formatted as a percentage\u2014otherwise, it won\u2019t look right.\n\n\n\nNPS calculators\n\n\n\nWhile Excel is a great tool for calculating your NPS score, a variety of online calculators and apps can simplify the process even further \u2013 especially if you need to work with other folks on your team to look at the data. Here are a few tools you might find useful:\n\n\n\n\nDelighted\u2019s NPS Calculator: This online tool calculates your NPS and provides insights into how your score compares to industry benchmarks. SurveyMonkey\u2019s NPS Calculator: SurveyMonkey offers a comprehensive NPS calculator as part of its suite of survey tools. It\u2019s a great option if you\u2019re already using SurveyMonkey for your customer surveys.\n\n\n\nHubSpot\u2019s NPS Software: If you\u2019re looking for a tool that integrates with your CRM, HubSpot\u2019s NPS software could be a good fit. It allows you to track NPS over time, segment by customer group, and more.\n\n\n\nRetently\u2019s NPS Software: Retently provides a simple and intuitive platform for sending NPS surveys, analyzing responses, and improving customer loyalty\n\n\n\nTextExpander\u2019s NPS calculator: A simple and free tool to quickly calculate NPS.\n\n\n\n\nRemember, the key to leveraging NPS is not just knowing how to calculate it, but understanding what the score means for your business and how to act on it. These tools can help you do that.\n\n\n\nWrap-up: what is a good NPS score?\n\n\n\n\n\n\n\nWhat is a good NPS score? Short answer: it depends. However, a good NPS score is considered above 0, meaning more Promoters than Detractors, which is always a positive sign.\n\n\n\nAs with many aspects of business, the answer isn\u2019t always easy to understand. World-class NPS scores above 70 are excellent and can vary widely depending on industry, region, and other factors.\n\n\n\nIn your quest to harness the potential of NPS, don\u2019t overlook that its true value lies beyond just the numbers. Instead, focus on utilizing that data to propel your customer experience forward. Gain insights from the reasons behind the scores, take action based on customer feedback, and actively work towards converting Detractors into Passives and Passives into Promoters.\n\n\n\nSo, whether your NPS is -50 or +50, the most important thing is to use it as a tool for growth and as a guide for improving your business, products, and processes.\n\n\n\nFAQ About NPS Scores\n\n\n\nQ: NPS \u2014 what is it?\n\n\n\nA: NPS, known as Net Promoter Score, is a metric to gauge customer contentment and dedication. It is determined by asking customers: \u201cHow probable is it that you would advise our company/product/service to a friend or colleague, on a scale of 0-10?\u201d The answers received are subsequently classified into three groups: Detractors (0-6 or 1-3 on a 5-point scale), Passives (7-8 or 4 on a 5-point scale), and Promoters (9-10 or 5 on a 5-point scale). The NPS is determined by subtracting the proportion of Detractors from the proportion of Promoters.\n\n\n\nQ: How is NPS calculated?\n\n\n\nA: The Net Promoter Score (NPS) is calculated by subtracting the percentage of detractors from the percentage of promoters. NPS is calculated based on a survey question that asks customers how likely they are to recommend a product or service to a friend or colleague. The responses are typically categorized into promoters, passives, and detractors. Promoters are considered highly likely to recommend, passives are neutral, and detractors are unlikely to recommend. To calculate NPS, the percentage of detractors is subtracted from the percentage of promoters. The resulting score can range from -100 to +100, with higher scores indicating higher levels of customer advocacy.\n\n\n\nIf every customer is a Promoter, the NPS score can reach 100. To calculate the NPS, subtract the percentage of Detractors from the percentage of Promoters. The score can range from -100 (if every customer is a Detractor) to 100.\n\n\n\nQ: What is a good NPS score?\n\n\n\nA world-class NPS score is considered above 70, while above 50 is excellent, and above 0 is generally good. Keep in mind that a good NPS score can vary due to factors like industry and region.\n\n\n\nImproving your NPS score is an important goal for many businesses. Here are some tips to help you achieve this:\n\n\n\n\nFocus on providing exceptional customer service and improving call center metrics. Ensure that your employees are well-trained and capable of delivering a positive customer experience.\n\n\n\nActively listen to your customers\u2019 feedback and act on it. Implement changes based on their suggestions and address any concerns or issues they may have.\n\n\n\nPersonalize the customer experience by understanding their needs and preferences. Customize your products or services to meet their specific requirements.\n\n\n\nReward and retain loyal customers by offering exclusive deals or promotions.\n\n\n\nRegularly monitor and track your NPS score to measure your progress and identify areas for improvement. By following these strategies, you can boost your NPS score and cultivate strong customer relationships\n\n\n\n\nImproving your NPS score requires analyzing the reasoning behind it, taking action on customer feedback, and working towards converting Detractors into Passives and Passives into Promoters. The key is to make enhancements to your customer experience by utilizing the feedback you gather.\n\n\n\nFree sample NPS survey: how to calculate NPS\n\n\n\nYou might consider using voice of the customer tools to distribute your NPS survey. Here\u2019s a sample below that is a good starting point\n\n\n\nOn a scale of 0 to 10, with 0 being \u201cNot at all likely\u201d and 10 being \u201cExtremely likely,\u201d please indicate how likely you would be to recommend our services to others.\n\n\n\n1. How likely are you to recommend our products/services to others?\n\n\n\n2. Please share the reasons behind your rating. Your feedback will help us understand what aspects we do well at and what areas need improvement.\n\n\n\n3. Are there specific features or services that stand out to you as particularly positive or valuable as a customer?\n\n\n\n4 Are there any aspects of our products/services that you believe need improvement? If so, please provide details.\n\n\n\n5. How satisfied are you with our customer support team?\n\n\n\n6. If you encountered any challenges while using our services, did our team adequately address and resolve them to your satisfaction?\n\n\n\n7. How likely are you to continue using our services in the future?\n\n\n\n8. Do you have any additional comments, suggestions, or ideas for us to consider as we aim to improve our services?", "date_published": "2023-08-14T07:00:00-07:00", "date_modified": "2023-08-14T14:01:59-07:00", "authors": [ { "name": "Clive Hanks", "url": "https://textexpander.com/author/bradleychambers", "avatar": "https://secure.gravatar.com/avatar/4ca8c91a5b643d67054474d25dcdc9d4?s=512&d=retro&r=g" } ], "author": { "name": "Clive Hanks", "url": "https://textexpander.com/author/bradleychambers", "avatar": "https://secure.gravatar.com/avatar/4ca8c91a5b643d67054474d25dcdc9d4?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/unnamed.png", "tags": [ "customer service", "Customer Support", "Blog", "By Profession" ], "summary": "Learn multiple ways to calculate NPS (Net Promoter Score) to gauge customer loyalty and satisfaction." }, { "id": "https://textexpander.com/?p=79000", "url": "https://textexpander.com/blog/customer-service-skills", "title": "Customer Service Skills: Master the Art of Delighting Every Customer!", "content_html": "![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-Service-Skills-featured-600x300.png\")
\nCustomer service skills are essential for every job function, as they play a crucial role in the success and reputation of businesses. Here are why strong customer service skills are important:
\n\n\n\nCompetitive advantage: Great customer service can be a differentiating factor in today\u2019s competitive business landscape. When a company stands out for its exceptional customer service, it can gain a competitive edge over its rivals.
\n\n\n\nCompliance and legal considerations: In some industries, adhering to specific customer service standards may be a legal or regulatory requirement. Properly trained customer service staff can help ensure compliance with such rules.
\n\n\n\nCustomer feedback and insights: Customer service interactions provide valuable insights into the strengths and weaknesses of products or services. Those customer stories can improve offerings and meet customer needs more effectively.
\n\n\n\nCustomer satisfaction: Good customer service skills make customers feel valued and heard. Customers interacting positively with a company are more likely to be satisfied with their overall experience, leading to repeat business and increased loyalty.
\n\n\n\nCustomer retention and loyalty: Satisfied customers are likelier to stay loyal to a brand and continue using its products or services. This customer loyalty can lead to long-term customer relationships, reducing the need to acquire new customers constantly.
\n\n\n\nEmployee morale and satisfaction: Training employees in customer service skills and encouraging positive interactions can improve employee morale. When employees see the impact of their efforts in satisfying customers, they tend to feel more motivated and engaged in their work.
\n\n\n\nProblem resolution: Effective customer service skills enable representatives to handle and resolve customer issues and complaints more efficiently. Timely and satisfactory resolution of problems can turn dissatisfied customers into happy customers.
\n\n\n\nReduced costs: Good customer service can lead to reduced costs related to customer acquisition. It is generally more cost-effective to retain existing customers than to attract new ones, and strong customer service contributes to this goal. See 4 Customer Service Characteristics that Drive ROI.
\n\n\n\nReputation management: Customer service skills directly impact a company\u2019s reputation. A business that consistently provides excellent customer service earns a positive reputation, while poor customer service can lead to negative reviews and a damaged image.
\n\n\n\nWord-of-mouth advertising: Positive customer experiences can lead to word-of-mouth recommendations. Happy customers are likely to share their positive experiences with friends, family, and colleagues, which can result in new customers and increased brand exposure.
\n\n\n\nCustomer service skills are essential for fostering positive relationships with customers, enhancing the reputation of a business, and driving long-term success in a competitive market. By prioritizing exceptional customer service, companies can build a loyal customer base, achieve sustainable growth, and maintain a positive brand image.
\n\n\n\nGood customer service skills are crucial for creating positive customer interactions and ensuring their satisfaction. Here are some essential customer service skills a hiring manager should look for.
\n\n\n\nCustomer service situations can vary greatly, and being adaptable allows representatives to respond appropriately to different customer needs and preferences. See The 7 Customer Experience Behaviors to Thrill Customers.
\n\n\n\nExample: A customer contacts a travel agency to modify their vacation itinerary due to a last-minute change in plans. The travel agent demonstrates adaptability by swiftly adjusting the arrangements to accommodate the customer\u2019s new requirements.
\n\n\n\nClear and concise communication is vital in customer service. Active listening skills and the ability to express yourself clearly and empathetically help understand customer needs and address their concerns effectively. See Soft Skills Employers Should Recruit For.
\n\n\n\nExample: An unhappy customer contacts a telecommunications company to inquire about their billing statement, which seems higher than usual. The customer service representative listens actively to the customer\u2019s concerns, asks clarifying questions, and explains the billing details in a clear and concise manner. The representative uses empathetic language to reassure the customer that the issue will be resolved promptly.
\n\n\n\nTextExpander enhances a customer support team\u2019s communication skills by providing quick and consistent responses through pre-defined Snippets. Your team can swiftly address common queries with personalized touches, ensuring accuracy and minimizing the risk of errors. It also enables efficient onboarding and training for new hires, fosters multilingual support, and promotes professionalism with standardized templates and signatures. TextExpander streamlines communication, reducing response times and empowering agents to focus on delivering high-quality service, leading to improved customer satisfaction and overall communication effectiveness.
\n\n\n\n\n\nTry TextExpander yourself with a 30-day free trial and discover what TextExpander can do for you and your team. When you\u2019re ready, contact our sales team to supercharge your support team. Team-based pricing starts as low as $8.33 per user per month.
\n\n\n\nHandling conflicts and difficult situations diplomatically and professionally is crucial to turning a negative experience into a positive one for the customer.
\n\n\n\nExample: An angry customer posts a negative review on social media, expressing dissatisfaction with a restaurant\u2019s service. The restaurant manager responds promptly, apologizes for the poor experience, and invites the customer back for a complimentary meal to address the issue and resolve the conflict.
\n\n\n\nPutting yourself in the customer\u2019s shoes and understanding their feelings and perspectives is key to providing compassionate and personalized support.
\n\n\n\nCheck out: 30 Empathy Statements in Customer Service \u2013 Phrases & Spiel Examples
\n\n\n\nExample: A customer calls an online retailer to complain about receiving a damaged product. The customer service agent responds with empathy, acknowledging the inconvenience caused to the customer. The agent assures the customer that a replacement will be sent immediately and apologizes for the inconvenience.
\n\n\n\nExpressing gratitude for the customer\u2019s business and showing appreciation can leave a lasting positive impression and demonstrate high emotional intelligence.
\n\n\n\nExample: A loyal customer returns to a local caf\u00e9 for their morning coffee. The barista greets the customer warmly, remembers their favorite drink, and expresses gratitude for their continued patronage.
\n\n\n\n\u00bfhablas espa\u00f1ol? For companies serving diverse customer bases, proficiency in multiple languages can be valuable in providing personalized support.
\n\n\n\nExample: A customer calls a hotel to make a reservation but speaks a different language. The front desk staff member, fluent in the customer\u2019s language, assists them in booking their room, ensuring clear communication and a positive experience.
\n\n\n\nWith various communication channels available, customer service representatives should be proficient in handling customer inquiries through phone calls, emails, live chat, social media, etc.
\n\n\n\nExample: A customer contacts a mobile phone company through their live chat to inquire about upgrading their plan. The customer service representative assists in real-time through the chat and offers additional support options, such as phone or email follow-ups, based on the customer\u2019s preference.
\n\n\n\nTaking ownership of customer issues and following through on resolutions demonstrates reliability and commitment to customer satisfaction.
\n\n\n\nExample: A customer receives the wrong item from an online retailer. The customer service representative takes ownership of the mistake, apologizes for the error, and arranges for the correct item to be shipped immediately, ensuring a seamless exchange process.
\n\n\n\nDealing with customers, especially those who are upset or frustrated, requires patience. Staying calm and composed helps in resolving issues without escalating the situation.
\n\n\n\nExample: A customer calls a software company for technical support. The customer is unfamiliar with computers and requires step-by-step guidance to troubleshoot the issue. The customer service representative remains patient throughout the call, explaining each step in simple terms, and ensures the customer\u2019s problem is resolved before ending the call.
\n\n\n\nA positive and friendly demeanor can significantly impact customer interactions, fostering a welcoming atmosphere and building rapport.
\n\n\n\nExample: A customer visits a retail store looking for a specific item, but it\u2019s out of stock. The store associate maintains a positive attitude, expressing regret for the inconvenience and offering to check other nearby locations to help the customer find the product.
\n\n\n\nCustomer service representatives should be skilled in analyzing problems and finding effective solutions to meet the customer\u2019s needs.
\n\n\n\nExample: A customer contacts an electronics store to report a malfunctioning device outside the warranty period. The customer service representative empathizes with the customer\u2019s frustration and finds a creative solution by offering a discount on a newer model as a replacement, leaving the customer satisfied.
\n\n\n\nComprehensive knowledge of the products or services offered enables representatives to provide accurate information and guidance to customers.
\n\n\n\nExample: A customer visits a car dealership and asks detailed questions about the features and specifications of a specific car model. The salesperson demonstrates comprehensive product knowledge and provides the customer with accurate information to help them make an informed decision.
\n\n\n\nIn cases where customer service includes upselling or cross-selling, having basic sales skills can enhance the customer\u2019s experience while meeting business goals.
\n\n\n\nExample: A customer visits an electronics store to purchase a laptop. The salesperson demonstrates excellent sales skills by understanding the customer\u2019s needs, recommending a suitable model, and explaining its benefits, resulting in the customer making a confident purchase.
\n\n\n\nEfficiently managing time allows representatives to handle customer inquiries promptly and avoid unnecessary delays.
\n\n\n\nExample: A customer contacts an online clothing store with an urgent inquiry about a delivery. The customer service agent prioritizes the customer\u2019s request, quickly checks the shipping status, and provides an immediate update, ensuring the customer\u2019s peace of mind.
\n\n\n\nFamiliarity with relevant customer support software and tools helps manage customer interactions efficiently and track customer histories.
\n\n\n\nExample: A customer contacts a tech support company with issues related to their computer\u2019s performance. The support technician demonstrates tech-savviness by remotely accessing the customer\u2019s device and efficiently resolving the technical problems.
\n\n\n\nBy developing and nurturing these customer service skills, representatives can create memorable customer experiences, increasing satisfaction, loyalty, and advocacy for the brand.
\n\n\n\nMany of what we outlined above are interpersonal skills that are difficult to quantify. Essential hard skills in customer service encompass specific technical or measurable abilities that are crucial for effectively delivering high-quality service to customers. Here are some key hard skills in customer service:
\n\n\n\nAnalytical skills: Being able to analyze customer data, feedback, and trends helps identify areas for improvement and optimize the overall customer experience.
\n\n\n\nCall handling: In call centers or phone-based customer service roles, skills such as call control, call escalation, and adhering to call scripts may be important.
\n\n\n\nComputer proficiency: Customer service representatives often use various software and tools to access customer information, manage inquiries, and track interactions. Proficiency in using customer relationship management (CRM) systems, ticketing systems, and other customer service software is vital.
\n\n\n\nData entry: Accurate and timely data entry is essential for recording customer details, inquiries, and issue resolutions. TextExpander can help automate data entry.
\n\n\n\nDocumentation skills: Thoroughly documenting customer interactions and issue resolutions is essential for maintaining a comprehensive customer history and facilitating collaboration with other team members. Learning to develop a single source of truth can save your team time and make output more consistent.
\n\n\n\nNumeracy: Some customer service roles may involve managing billing, payments, or financial inquiries, necessitating basic numeracy skills.
\n\n\n\nProduct knowledge: A deep understanding of the products or services offered allows customer service representatives to provide accurate information and address customer inquiries effectively.
\n\n\n\nSocial media management: For customer service teams that handle inquiries through social media, proficiency in managing social media platforms like Facebook, LinkedIn, and Twitter is crucial.
\n\n\n\nTechnical troubleshooting: Customer service representatives may need to troubleshoot technical issues with products or services, so a basic understanding of technical problem-solving is valuable.
\n\n\n\nTime management: Efficiently managing time is vital for handling multiple customer inquiries while maintaining a high level of service.
\n\n\n\nTyping speed and accuracy: Efficiently responding to customer inquiries through chat or email requires a reasonable typing speed without compromising accuracy. It can be helpful to learn a shorthand typing method.
\n\n\n\nThese hard skills, when combined with essential soft skills like effective communication, empathy, and problem-solving, create a well-rounded customer service representative capable of delivering exceptional service and building positive customer relationships.
\n\n\n\nImproving customer service skills requires dedication, practice, and a willingness to learn and grow continuously. Here are some effective ways to enhance customer service skills:
\n\n\n\nCollaboration: Work closely with colleagues and other departments to understand the customer journey and identify areas for process improvements.
\n\n\n\nEffective listening: Practice active listening by giving full attention to customers\u2019 concerns, asking clarifying questions, and confirming your understanding before responding.
\n\n\n\nEmpathy and understanding: Develop empathy by putting yourself in the customer\u2019s shoes and understanding their feelings and perspectives. Show genuine concern for their needs and issues.
\n\n\n\nGratitude and appreciation: Show gratitude and appreciation to customers for their business and loyalty, creating a positive and memorable experience.
\n\n\n\nHandling difficult situations: Develop strategies for handling difficult customers or challenging situations with patience and professionalism.
\n\n\n\nLanguage skills: If your customer base includes diverse language speakers, consider learning additional languages to communicate more effectively.
\n\n\n\nObserving experts: Observe experienced customer service representatives to learn from their techniques, communication styles, and approaches to customer interactions.
\n\n\n\nPersonal development: Engage in personal development activities, such as reading books on customer service, attending webinars, or following customer service blogs.
\n\n\n\nProduct and service knowledge: Invest time in thoroughly understanding the products or services offered by your organization to provide accurate and relevant information to customers.
\n\n\n\nRemain calm under pressure: Practice remaining calm and composed even during busy or stressful periods, ensuring that customer interactions remain positive.
\n\n\n\nRole play: Engage in role-playing exercises with colleagues to simulate different customer scenarios and practice effective responses and problem-solving.
\n\n\n\nSeek feedback: Ask for feedback from customers and colleagues to identify areas for improvement and gain valuable insights into how to enhance the customer experience.
\n\n\n\nStay updated: Stay informed about industry trends, changes in products or services, and new customer service tools or technologies.
\n\n\n\nTraining and workshops: Participate in customer service training programs and workshops to learn new techniques, best practices, and strategies for handling various customer interactions.
\n\n\n\nRemember that improving customer service skills is an ongoing process, and it\u2019s essential to be open to feedback, learn from experiences, and continuously strive to deliver the best possible service to customers. Over time, consistent effort and improvement will lead to more satisfied customers and a more rewarding customer service career.
\n\n\n\nBethany Hodak, author of Creating Superfans: How to Turn Your Customers into Lifelong Advocates, cites the \u201cthree ps\u201d of customer service:
\n\n\n\n![\"Big](\"https://textexpander.com/wp-content/uploads/Copy-of-Blog-Hero-Image-15-600x200.png\")
\nSmall business customer service is the critical piece that all small business owners must get right. It\u2019s a vital component that empowers small businesses to stand toe-to-toe with larger brands with much deeper marketing pockets. By delivering exceptional customer service, small businesses can level the playing field, particularly in scenarios where they might not be able to compete directly on price.
\n\n\n\nCustomer service is the lifeblood of small businesses. It\u2019s not just about handling emails or solving problems; it\u2019s about creating memorable experiences that can turn first-time customers into lifelong customers. In a world where big brands often dominate the market with aggressive pricing strategies, small businesses can carve out their niche by offering personalized, attentive, and legendary customer service.
\n\n\n\nThe power of small business customer service lies in its ability to humanize the brand so customers feel like they\u2019re doing business with a person instead of a company. It\u2019s about understanding the customer\u2019s needs, exceeding their expectations, and making them feel valued. This level of service is often hard to find in larger brands, giving small businesses a unique advantage when delivering service.
\n\n\n\nSmall businesses may not always have the capacity to compete with big brands on price, locations, or product inventory, but they can compete\u2014and win\u2014when it comes to customer service. This is the secret weapon of small businesses, and it\u2019s reshaping the competitive landscape of both e-commerce and brick-and-mortar retailers.
\n\n\n\nOne of the most compelling advantages of small businesses is their ability to offer personalized and tailored experiences. In a small business setting, customers are not just another number or line item. They are recognized customers, greeted by name, and their preferences are remembered. This level of personalization is a drastically different experience and contrast to the impersonal nature of transactions with larger corporations, and it\u2019s a difference that customers notice and appreciate.
\n\n\n\nBuilding strong customer relationships is a key area where small businesses shine over big brands. They have the opportunity to interact with their customers on a more personal level, understand their needs, and respond to their feedback in real time instead of following a script or path from the corporate office. This close relationship fosters trust and loyalty, turning customers into advocates for the business in their communities.
\n\n\n\nSmall businesses are also known for going the extra mile for their customers. Whether it\u2019s staying open late to accommodate a customer\u2019s schedule, placing a special order a hard-to-find product, or simply offering a caring ear when a customer has had a bad day, these businesses are often willing to do what it takes to ensure customer satisfaction.
\n\n\n\nThe old saying \u201cpeople buy from people\u201d is particularly true in the context of succeeding as small businesses. Customers appreciate the human connection they experience when doing business with smaller companies. They value the personal touch, the friendly service, and the feeling of being appreciated. In a world where big brands often feel distant and impersonal, the human-centric approach of small businesses can be a powerful differentiator.
\n\n\n\nWhile small businesses can use their size to offer personalized customer service, they also face unique challenges. One of the most significant is the limited finances compared to larger brands and retailers. These resources aren\u2019t just financial; they also include time, labor, and technical capabilities. This disparity can make it difficult for small businesses to provide the same level of service as their larger counterparts.
\n\n\n\nAnother challenge is overcoming the perception of inferior service. Despite the personalized attention they can provide, small businesses sometimes struggle against the assumption that bigger is better when it comes to service. The reality is that as big brands move to AI-driven tools, it\u2019s going to be easier and easier for small businesses to shine on service.
\n\n\n\nDespite these challenges, technology offers a beacon of hope while retaining a human touch. Many point of sale systems designed for small businesses are bundling in a loyalty program, CRM functionality, and analytics. These tools can automate routine tasks, provide valuable customer insights, and enhance communication, allowing small businesses to compete with big brands in the realm of customer service and delivering personalized service. In the end, it\u2019s not just about the size of the business, but the size of its commitment to its customers.
\n\n\n\nWhile TextExpander is a great tool for streamlining customer communication with its Snippet usage, there are several other tools that small businesses can leverage to enhance their customer service workflows and experience. These include Help Scout, Zendesk, Zoho Desk, and Freshdesk. Each of these platforms offers unique features designed to help small businesses deliver exceptional customer service and keep customers coming back month after month.
\n\n\n\nHelp Scout is a great customer service platform that helps small businesses manage their customer interactions in a personalized way. It offers features like shared email inboxes, which allow teams to manage multiple email addresses in one place, and Help Docs, which let businesses create a searchable knowledge base to help customers find answers to common questions.
\n\n\n\nZendesk is a customer service software that provides a range of tools to improve customer engagement. It allows businesses to interact with customers through email, chat, phone, and social media from a single platform. It also provides robust analytics and reporting tools to help businesses understand their customer service performance.
\n\n\n\nZoho Desk is a fantastic help desk solution for medium size businesses that helps them provide more personalized customer service. It offers features like help ticket management, automation, and monitoring of email, social media, etc.
\n\n\n\nFreshdesk is a customer support software that offers customer tickets, automation, and reporting. It also provides a knowledge base and community forum that allows businesses to build a self-service portal for their customers so they can get the help they need immediately.
\n\n\n\nNot able to play the video? Click here to watch the video
In the area of small business customer service, efficiency and consistency are key. This is where tools like TextExpander can be a game changer for small businesses looking to compete against big brands. TextExpander is a tool that allows teams to fly through repetitive tasks quickly by expanding the things they type regularly. Using Snippets for frequently typed text, a business owner can speed up the time it takes to respond to customer inquiries while also presenting a human touch! These Snippets are always accessible with a quick search or abbreviation, saving valuable time and ensuring consistency in communication.
\n\n\n\nThe same principle applies to talking with customers on social media. Whether it\u2019s responding to customer inquiries, posting updates to Facebook, or engaging with comments, small businesses can use TextExpander to streamline their social media management. By using Snippets for common posts, responses, or hashtags, they can maintain a consistent voice and message across all platforms.
\n\n\n\nUpdating website content is another area where TextExpander can prove invaluable. Whether it\u2019s updating product descriptions, updating policies, or writing blog content, TextExpander can make the process quicker and more efficient. By using snippets for common phrases or sections of text, small businesses can ensure that their website content is always up-to-date and consistent.
\n\n\n\nTextExpander is not just about speeding up typing, though. It also allows for customization, with features like fill-ins and optional sections that keep the human touch in communication. And because it can be used on any system, any device, and within any app, it\u2019s a versatile tool that can adapt to any small business\u2019s needs without the need to hire an IT department to set it up.
\n\n\n\nIn essence, TextExpander empowers small businesses to compete with big brands in the realm of customer service. By streamlining repetitive tasks and ensuring consistency in communication, it allows small businesses to focus on what they do best: building strong relationships with their customers.
\n\n\n\nImproving small business customer service is a multi-step journey, but there are a few key strategies that can make a significant difference right away.
\n\n\n\nFirst, small businesses should focus on building customer loyalty and advocacy. This goes beyond providing excellent customer service. It\u2019s about creating an experience that customers love so much that they can\u2019t help but to talk about it in person and on social media. This could be through a loyalty program, personalized sales, or simply by going above and beyond to exceed customer expectations. A good example here would be a Wine retailer ordering a special brand for a loyal customer. The goal is to turn customers into advocates for your business, as their word of mouth experiences will do more than any advertising campaign
\n\n\n\nDifferentiating from big brands through personalized service is another effective strategy. As mentioned earlier, small businesses have a unique advantage in their ability to offer personalized service that big brands can\u2019t match. This can be a powerful differentiator in a market dominated by big brands. By knowing your customers\u2019 names, remembering things about them, and getting to know them personally, you can create a customer experience that big brands can\u2019t match.
\n\n\n\nIn 2023, customers expect quick responses and resolutions to their inquiries and issues. Waiting 2-4 business days isn\u2019t going to cut it. This is especially true for small businesses, where the quality of customer service can make or break the customer\u2019s experience. Here are some strategies that small businesses can employ to meet these expectations:
\n\n\n\nBy prioritizing quick response times and resolutions, small businesses can improve their customer service experience and build stronger relationships with their customers.
\n\n\n\n![\"Small](\"https://textexpander.com/wp-content/uploads/word-image-78444-2-560x280.png\")
One of the most exciting examples of small businesses competing with big brands comes from the world of independent bookstores. In an industry dominated by Amazon for many years, indie bookstores are not just surviving, they\u2019re thriving in 2023. A case in point is the story of Brookline Booksmith, a bookstore that has outlived its large competitors by focusing on their local community.
\n\n\n\nAccording to Ryan Raffaelli, a professor of business administration at Harvard Business School, the return of independent bookstores is driven by three key reasons:
\n\n\n\nIndie bookstores are heavily invested in their communities and have been instrumental in promoting the \u2018shop local\u2019 movement. They know their customers. They know the books are likely to be popular in the community. They\u2019re creating a community\u2014not just a bookstore.
\n\n\n\nJamie Fiocco, president of the American Booksellers Association and owner and general manager of Flyleaf Books in Chapel Hill, N.C., reinforces the importance of community for independent bookstores. She mentions that every bookstore really has to understand about their community and how they can carve out a living by being there and being a part of the conversation.
\n\n\n\nThe resurgence of independent bookstores is a shocking twist in the narrative of small businesses competing with big brands. It\u2019s almost as if we\u2019re seeing a real-life sequel to the movie \u201cYou\u2019ve Got Mail.\u201d In the original film, the small bookstore owned by Meg Ryan\u2019s character is driven out of business by a large chain bookstore owned by Tom Hanks\u2019 character. But in our sequel, it\u2019s the small, independent bookstores that are thriving while the big chains struggle to keep up. Sure\u2014it\u2019s hard to compete on price, but customers are looking for more than just rock-bottom pricing.
\n\n\n\nMaybe it\u2019s time for \u201cYou\u2019ve Got Mail 2: Shop Around the Corner Strikes Back.\u201d In this sequel, it\u2019s the small businesses that come out on top, proving that with the right approach, they can not only compete with the big brands but thrive.
\n\n\n\nIn the hit TV Show \u201cThe Office, Robert Californa had an excellent quote:
\n\n\n\nLet me tell you how I buy something these days.
\n\n\n\nI know what I want, I go on the Internet and I get the best price.
\n\n\n\nOr, I don\u2019t know what I want, and I go to a small store that can help me.
\n\n\n\nThe era of personal service is back. You are back.
\n\n\n\nYou\u2019ll find that customers will pay our higher prices and then they will thank us. And we will say to them, you are welcome.
\n\n\n\nSmall businesses are back
\n\n\n\nThe importance of small business customer service is key to surviving in 2023 and beyond. It\u2019s the secret weapon that allows small businesses to compete head-to-head with big brands with deep pockets. By delivering exceptional, personalized service, small businesses can carve out their niche in the market and community while building strong, loyal customer bases.
\n\n\n\nBut it\u2019s not just about delivering great service. It\u2019s also about doing so efficiently and effectively. That\u2019s where the right technology stack comes in. By leveraging tools like TextExpander, small businesses can create faster, smarter workflows. These tools automate routine tasks and streamline communication allowing small businesses to focus on what really matters: delivering exceptional service to their customers\u2014wherever they are.
\n\n\n\nSmall businesses have unique strengths and advantages that big brands can\u2019t match. Leverage these strengths, equip yourself with the right tools, and focus on delivering the kind of customer service that only small businesses can. In doing so, you\u2019ll not only compete with the big brands\u2014 you\u2019ll outshine them.
\n", "content_text": "Small business customer service is the critical piece that all small business owners must get right. It\u2019s a vital component that empowers small businesses to stand toe-to-toe with larger brands with much deeper marketing pockets. By delivering exceptional customer service, small businesses can level the playing field, particularly in scenarios where they might not be able to compete directly on price.\n\n\n\nCustomer service is the lifeblood of small businesses. It\u2019s not just about handling emails or solving problems; it\u2019s about creating memorable experiences that can turn first-time customers into lifelong customers. In a world where big brands often dominate the market with aggressive pricing strategies, small businesses can carve out their niche by offering personalized, attentive, and legendary customer service.\n\n\n\nThe power of small business customer service lies in its ability to humanize the brand so customers feel like they\u2019re doing business with a person instead of a company. It\u2019s about understanding the customer\u2019s needs, exceeding their expectations, and making them feel valued. This level of service is often hard to find in larger brands, giving small businesses a unique advantage when delivering service.\n\n\n\nSmall businesses may not always have the capacity to compete with big brands on price, locations, or product inventory, but they can compete\u2014and win\u2014when it comes to customer service. This is the secret weapon of small businesses, and it\u2019s reshaping the competitive landscape of both e-commerce and brick-and-mortar retailers.\n\n\n\nThe power of small business customer service\n\n\n\nOne of the most compelling advantages of small businesses is their ability to offer personalized and tailored experiences. In a small business setting, customers are not just another number or line item. They are recognized customers, greeted by name, and their preferences are remembered. This level of personalization is a drastically different experience and contrast to the impersonal nature of transactions with larger corporations, and it\u2019s a difference that customers notice and appreciate.\n\n\n\nBuilding strong customer relationships is a key area where small businesses shine over big brands. They have the opportunity to interact with their customers on a more personal level, understand their needs, and respond to their feedback in real time instead of following a script or path from the corporate office. This close relationship fosters trust and loyalty, turning customers into advocates for the business in their communities.\n\n\n\nSmall businesses are also known for going the extra mile for their customers. Whether it\u2019s staying open late to accommodate a customer\u2019s schedule, placing a special order a hard-to-find product, or simply offering a caring ear when a customer has had a bad day, these businesses are often willing to do what it takes to ensure customer satisfaction.\n\n\n\nThe old saying \u201cpeople buy from people\u201d is particularly true in the context of succeeding as small businesses. Customers appreciate the human connection they experience when doing business with smaller companies. They value the personal touch, the friendly service, and the feeling of being appreciated. In a world where big brands often feel distant and impersonal, the human-centric approach of small businesses can be a powerful differentiator.\n\n\n\nChallenges for small businesses with customer service\n\n\n\nWhile small businesses can use their size to offer personalized customer service, they also face unique challenges. One of the most significant is the limited finances compared to larger brands and retailers. These resources aren\u2019t just financial; they also include time, labor, and technical capabilities. This disparity can make it difficult for small businesses to provide the same level of service as their larger counterparts.\n\n\n\nAnother challenge is overcoming the perception of inferior service. Despite the personalized attention they can provide, small businesses sometimes struggle against the assumption that bigger is better when it comes to service. The reality is that as big brands move to AI-driven tools, it\u2019s going to be easier and easier for small businesses to shine on service.\n\n\n\nDespite these challenges, technology offers a beacon of hope while retaining a human touch. Many point of sale systems designed for small businesses are bundling in a loyalty program, CRM functionality, and analytics. These tools can automate routine tasks, provide valuable customer insights, and enhance communication, allowing small businesses to compete with big brands in the realm of customer service and delivering personalized service. In the end, it\u2019s not just about the size of the business, but the size of its commitment to its customers.\n\n\n\nEssential tools for small business\n\n\n\nWhile TextExpander is a great tool for streamlining customer communication with its Snippet usage, there are several other tools that small businesses can leverage to enhance their customer service workflows and experience. These include Help Scout, Zendesk, Zoho Desk, and Freshdesk. Each of these platforms offers unique features designed to help small businesses deliver exceptional customer service and keep customers coming back month after month.\n\n\n\nHelp Scout is a great customer service platform that helps small businesses manage their customer interactions in a personalized way. It offers features like shared email inboxes, which allow teams to manage multiple email addresses in one place, and Help Docs, which let businesses create a searchable knowledge base to help customers find answers to common questions.\n\n\n\nZendesk is a customer service software that provides a range of tools to improve customer engagement. It allows businesses to interact with customers through email, chat, phone, and social media from a single platform. It also provides robust analytics and reporting tools to help businesses understand their customer service performance.\n\n\n\nZoho Desk is a fantastic help desk solution for medium size businesses that helps them provide more personalized customer service. It offers features like help ticket management, automation, and monitoring of email, social media, etc.\n\n\n\nFreshdesk is a customer support software that offers customer tickets, automation, and reporting. It also provides a knowledge base and community forum that allows businesses to build a self-service portal for their customers so they can get the help they need immediately.\n\n\n\nTextExpander: A game changer for small business customer service\n\n\n\n \n \n Not able to play the video? Click here to watch the video\n\n\n\n\nIn the area of small business customer service, efficiency and consistency are key. This is where tools like TextExpander can be a game changer for small businesses looking to compete against big brands. TextExpander is a tool that allows teams to fly through repetitive tasks quickly by expanding the things they type regularly. Using Snippets for frequently typed text, a business owner can speed up the time it takes to respond to customer inquiries while also presenting a human touch! These Snippets are always accessible with a quick search or abbreviation, saving valuable time and ensuring consistency in communication.\n\n\n\nThe same principle applies to talking with customers on social media. Whether it\u2019s responding to customer inquiries, posting updates to Facebook, or engaging with comments, small businesses can use TextExpander to streamline their social media management. By using Snippets for common posts, responses, or hashtags, they can maintain a consistent voice and message across all platforms.\n\n\n\nUpdating website content is another area where TextExpander can prove invaluable. Whether it\u2019s updating product descriptions, updating policies, or writing blog content, TextExpander can make the process quicker and more efficient. By using snippets for common phrases or sections of text, small businesses can ensure that their website content is always up-to-date and consistent.\n\n\n\nTextExpander is not just about speeding up typing, though. It also allows for customization, with features like fill-ins and optional sections that keep the human touch in communication. And because it can be used on any system, any device, and within any app, it\u2019s a versatile tool that can adapt to any small business\u2019s needs without the need to hire an IT department to set it up.\n\n\n\nIn essence, TextExpander empowers small businesses to compete with big brands in the realm of customer service. By streamlining repetitive tasks and ensuring consistency in communication, it allows small businesses to focus on what they do best: building strong relationships with their customers.\n\n\n\nHow to improve small business customer service\n\n\n\nImproving small business customer service is a multi-step journey, but there are a few key strategies that can make a significant difference right away.\n\n\n\nFirst, small businesses should focus on building customer loyalty and advocacy. This goes beyond providing excellent customer service. It\u2019s about creating an experience that customers love so much that they can\u2019t help but to talk about it in person and on social media. This could be through a loyalty program, personalized sales, or simply by going above and beyond to exceed customer expectations. A good example here would be a Wine retailer ordering a special brand for a loyal customer. The goal is to turn customers into advocates for your business, as their word of mouth experiences will do more than any advertising campaign\n\n\n\nDifferentiating from big brands through personalized service is another effective strategy. As mentioned earlier, small businesses have a unique advantage in their ability to offer personalized service that big brands can\u2019t match. This can be a powerful differentiator in a market dominated by big brands. By knowing your customers\u2019 names, remembering things about them, and getting to know them personally, you can create a customer experience that big brands can\u2019t match.\n\n\n\nCustomer service tips for small businesses\n\n\n\nIn 2023, customers expect quick responses and resolutions to their inquiries and issues. Waiting 2-4 business days isn\u2019t going to cut it. This is especially true for small businesses, where the quality of customer service can make or break the customer\u2019s experience. Here are some strategies that small businesses can employ to meet these expectations:\n\n\n\n\nUse the right technology tools: Tools like TextExpander can help small businesses manage customer messages at the speed of light. These tools can automate routine tasks, provide valuable customer insights, and enhance communication, allowing small businesses to respond to customer inquiries quickly and effectively.\n\n\n\nSet clear expectations: Let your customers know when they can expect a response and then deliver on those expectations.\n\n\n\nPrioritize responses: Not all customer inquiries are created equal. Some require immediate attention, while others can wait. Develop a system for prioritizing responses to ensure that the most urgent issues are addressed first. You don\u2019t want a negative experience festering for days on end.\n\n\n\nTrain Your Team: Make sure your team is well-trained and equipped to handle customer communications. This includes training on your products or services, as well as training on how to communicate effectively with customers. Everyone is in the business of customer service.\n\n\n\n\nBy prioritizing quick response times and resolutions, small businesses can improve their customer service experience and build stronger relationships with their customers.\n\n\n\nReal-life examples: small businesses competing with big brands\n\n\n\n\n\n\n\nOne of the most exciting examples of small businesses competing with big brands comes from the world of independent bookstores. In an industry dominated by Amazon for many years, indie bookstores are not just surviving, they\u2019re thriving in 2023. A case in point is the story of Brookline Booksmith, a bookstore that has outlived its large competitors by focusing on their local community.\n\n\n\nAccording to Ryan Raffaelli, a professor of business administration at Harvard Business School, the return of independent bookstores is driven by three key reasons:\n\n\n\n\nCommunity\n\n\n\nCuration\n\n\n\nConvenience\n\n\n\n\nIndie bookstores are heavily invested in their communities and have been instrumental in promoting the \u2018shop local\u2019 movement. They know their customers. They know the books are likely to be popular in the community. They\u2019re creating a community\u2014not just a bookstore.\n\n\n\nJamie Fiocco, president of the American Booksellers Association and owner and general manager of Flyleaf Books in Chapel Hill, N.C., reinforces the importance of community for independent bookstores. She mentions that every bookstore really has to understand about their community and how they can carve out a living by being there and being a part of the conversation.\n\n\n\nThe resurgence of independent bookstores is a shocking twist in the narrative of small businesses competing with big brands. It\u2019s almost as if we\u2019re seeing a real-life sequel to the movie \u201cYou\u2019ve Got Mail.\u201d In the original film, the small bookstore owned by Meg Ryan\u2019s character is driven out of business by a large chain bookstore owned by Tom Hanks\u2019 character. But in our sequel, it\u2019s the small, independent bookstores that are thriving while the big chains struggle to keep up. Sure\u2014it\u2019s hard to compete on price, but customers are looking for more than just rock-bottom pricing.\n\n\n\nMaybe it\u2019s time for \u201cYou\u2019ve Got Mail 2: Shop Around the Corner Strikes Back.\u201d In this sequel, it\u2019s the small businesses that come out on top, proving that with the right approach, they can not only compete with the big brands but thrive.\n\n\n\nIn the hit TV Show \u201cThe Office, Robert Californa had an excellent quote:\n\n\n\nLet me tell you how I buy something these days. \n\n\n\nI know what I want, I go on the Internet and I get the best price.\n\n\n\nOr, I don\u2019t know what I want, and I go to a small store that can help me.\n\n\n\nThe era of personal service is back. You are back.\n\n\n\nYou\u2019ll find that customers will pay our higher prices and then they will thank us. And we will say to them, you are welcome.\n\n\n\nSmall businesses are back\n\n\n\nWrap up on small business customer service tips\n\n\n\nThe importance of small business customer service is key to surviving in 2023 and beyond. It\u2019s the secret weapon that allows small businesses to compete head-to-head with big brands with deep pockets. By delivering exceptional, personalized service, small businesses can carve out their niche in the market and community while building strong, loyal customer bases.\n\n\n\nBut it\u2019s not just about delivering great service. It\u2019s also about doing so efficiently and effectively. That\u2019s where the right technology stack comes in. By leveraging tools like TextExpander, small businesses can create faster, smarter workflows. These tools automate routine tasks and streamline communication allowing small businesses to focus on what really matters: delivering exceptional service to their customers\u2014wherever they are.\n\n\n\nSmall businesses have unique strengths and advantages that big brands can\u2019t match. Leverage these strengths, equip yourself with the right tools, and focus on delivering the kind of customer service that only small businesses can. In doing so, you\u2019ll not only compete with the big brands\u2014 you\u2019ll outshine them.", "date_published": "2023-08-09T07:00:00-07:00", "date_modified": "2023-08-14T09:46:20-07:00", "authors": [ { "name": "Clive Hanks", "url": "https://textexpander.com/author/bradleychambers", "avatar": "https://secure.gravatar.com/avatar/4ca8c91a5b643d67054474d25dcdc9d4?s=512&d=retro&r=g" } ], "author": { "name": "Clive Hanks", "url": "https://textexpander.com/author/bradleychambers", "avatar": "https://secure.gravatar.com/avatar/4ca8c91a5b643d67054474d25dcdc9d4?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/Copy-of-Blog-Hero-Image-15.png", "tags": [ "Blog", "By Profession", "Customer Support" ], "summary": "Read about how small business customer service is the secret to competing against big brands in e-commerce as well as retail." }, { "id": "https://textexpander.com/?p=78778", "url": "https://textexpander.com/blog/customer-service-definition", "title": "Customer Service Definition: The Untold Story Behind Success", "content_html": "![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-service-definition-featured-600x300.png\")
\nCustomer service is an essential cornerstone of a company\u2019s success, but we often don\u2019t discuss the definition of customer service.
\n\n\n\nCustomer service refers to the support and assistance provided to customers before, during, and after their purchase or interaction with a product, service, or company. It involves:
\n\n\n\nEffective customer service aims to create positive interactions, build trust, and foster long-term relationships between customers and the business.
\n\n\n\nCustomer service can be delivered through various channels, such as in-person interactions, phone calls, emails, live chat, social media, and self-service portals. Omnichannel customer service, in which your organization maintains the same experience between those disparate channels, is increasingly expected by customers.
\n\n\n\nCustomer service plays a crucial role in maintaining a good reputation for a business and influencing customer loyalty and retention. Excellent customer service involves being responsive, empathetic, and attentive to customers\u2019 needs, striving to exceed their expectations and leaving them with a positive impression of the company.
\n\n\n\nThat might define what we want to achieve in customer service, but what ultimately matters is what the customer perceives. Customer service expert Shep Hyken outlines 4 definitions the public gives for \u201ccustomer service.\u201d
\n\n\n\nBut how do you distinguish between the definition of customer service and good customer service?
\n\n\n\nWhat defines good customer service? As Shep says, \u201cCustomers have their definitions, and yours doesn\u2019t really matter.\u201d
\n\n\n\nAccording to Shep, the bottom line is that the customer always wants to be happy.
\n\n\n\nHe outlines six things customers often look for in their customer service experience:
\n\n\n\nOne way to reduce customer response times is to use a text automation tool like TextExpander, which can store and quickly retrieve solutions and empathetic responses for your customer support team. The support teams of 1Password, Dropbox, Shopify, Sketchup, Uber, and other great companies trust it.
\n\n\n\nHowever, even better if you can go a step above those interpersonal interactions. Customers increasingly desire a self-serve experience. One of Amazon\u2019s keys to success is Bill Price\u2019s philosophy of \u201cthe best service is no service.\u201d You rarely have to interact with the company to request a return or find out when your order is shipping.
\n\n\n\nAdrian Swinscoe is a customer experience expert who has consulted for companies like Apple, Olympus, HarperCollins, and Nespresso. He\u2019s also the author of Punk CX and host of the Punk CX podcast.
\n\n\n\nHe says that most people don\u2019t want to contact customer service. They would rather help themselves, but can\u2019t\u2014around about 60% of all customer service contacts are because the customer couldn\u2019t find the right information on the company website
\n\n\nNot able to play the video? Click here to watch the video
Customer service expert and author John Sills also emphasizes the importance of being proactive in your approach. In The Human Experience, Sills lists three elements of being proactive:
\n\n\n\nIn the book, Sills outlines 7 customer experience behaviors essential to high-functional customer service teams:
\n\n\n\nNot able to play the video? Click here to watch the video
\n\n\n\n\n\u201cWe cannot determine if we give good customer service. Only our customers can. In other words, it is our customers\u2019 perceptions that determine if we\u2019ve provided good or bad customer service. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers\u2019 expectations. And, only our customers will determine if we have met or exceeded them.\u201d
\nShep Hyken
Many leaders see customer service as a necessary cost of doing business, but its importance is incalculable and can even drive ROI.
\n\n\n\nFirst, great customer service helps you retain and keep customers coming back. It costs 5-7 times more to acquire a new customer than retain an existing one, demonstrating the raw value of customer service for ROI.
\n\n\n\nA recent survey by Verint revealed some stunning statistics:
\n\n\n\nIn The Human Experience, John Sills offers three methods for improving ROI through customer experience:
\n\n\n\nRead more: Customer Experience ROI: Is It a Myth?
\n\n\n\nDuring his talk at our Work Smarter Virtual Summit, Adrian Swinscoe outlined 13 customer experience characteristics that drive ROI:
\n\n\n\nRead more: 4 Customer Service Characteristics that Drive ROI
\n\n\n\nHere are some common customer service terms and what they mean:
\n\n\n\nCall Center: A centralized facility where customer service representatives handle incoming and outgoing telephone calls with customers.
\n\n\n\nCancellation Policy: Guidelines and procedures for customers who wish to cancel a subscription or service.
\n\n\n\nCross-selling: Recommending related or complementary products to customers based on their current purchase or needs.
\n\n\n\nCustomer Feedback: Opinions and comments provided by customers about their experience with a product or service.
\n\n\n\nCustomer Satisfaction: The level of contentment and happiness a customer experiences with a product or service. Often abbreviated CSAT.
\n\n\n\nCustomer Service: Providing assistance and support to customers before, during, and after purchasing a product or service.
\n\n\n\nCustomer Support: Similar to customer service, it refers to the help and assistance provided to customers to address their inquiries, issues, or complaints.
\n\n\n\nEscalation: The process of forwarding a customer\u2019s complaint or issue to a higher management level or specialized team for resolution.
\n\n\n\nFAQ (Frequently Asked Questions): A list of common questions and answers about a product or service, aimed at addressing common customer inquiries.
\n\n\n\nFirst Call Resolution (FCR): The percentage of customer inquiries or issues that are resolved during the initial contact with customer support.
\n\n\n\nHelp Desk: A resource that provides technical or non-technical assistance to customers with their questions or issues.
\n\n\n\nLive Chat: Real-time online communication between customers and support representatives.
\n\n\n\nLoyalty Program: Incentive-based programs designed to reward loyal customers for their continued business.
\n\n\n\nOnboarding: The process of helping customers get acquainted with a product or service they have recently purchased.
\n\n\n\nResolution Time: The amount of time it takes to resolve a customer\u2019s problem or inquiry.
\n\n\n\nReturn Policy: The guidelines and procedures for customers who want to return or exchange a purchased product.
\n\n\n\nRMA (Return Merchandise Authorization): The process by which customers obtain authorization to return a product for repair, replacement, or refund.
\n\n\n\nService Level Agreement (SLA): A contract that defines the agreed-upon level of service between a company and its customers, including response and resolution times.
\n\n\n\nTicketing System: A software tool for tracking and managing customer inquiries or support requests.
\n\n\n\nUpselling: Suggesting or offering additional products or services to customers during a purchase or support interaction.
\n\n\n\nThese are just a few of the many customer service terms used in the industry. Each term plays a crucial role in delivering a positive customer experience and building long-lasting relationships with clients.
\n\n\n\nCheck out these other customer service articles:
\n\n\n\n![\"The](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-featured-600x300.png\")
\nCustomer service burnout is endemic. And it\u2019s costing your company money. The good news is, if you spot it early, there are easy and actionable steps you can take to mitigate its effects and improve employee retention.
\n\n\n\nCustomer service is a demanding and stressful job, especially in the era of digital transformation and rising customer expectations. Customer service agents are often the first point of contact for customers who have questions, complaints, or issues with a product or service. They have to deal with angry, frustrated, or impatient customers and complex problems that require quick and effective solutions. They must also cope with high workloads, low pay, and limited autonomy.\u00a0All these factors can lead to customer service burnout, a state of physical, mental, and emotional exhaustion caused by chronic stress at work.
\n\n\n\nIn this article, we will explore the causes and symptoms of customer service burnout, as well as the best practices and strategies to prevent and overcome it. We will also share some success stories and tips from customer service experts and leaders who have successfully managed burnout in their teams. By the end of this article, you will have a better understanding of how to create a healthy and productive customer service culture that benefits both your employees and your customers.
\n\n\n\n\u201cIt\u2019s a very emotionally demanding job,\u201d says Ty Schalamon, who spent years as a customer service manager at SketchUp before transitioning into sales.
\n\n\n\nJeff Toister of Toister Performance Solutions and author of The Service Culture Handbook released a 2023 survey of customer service agents that reveals that 59% of customer service reps are at risk of burnout, including 28% who are at risk of severe burnout.
\n\n\n\n\u201cOne of the things that happens in customer service is we\u2019re engaging a part of our brain that focuses and refocuses attention, and it consumes a lot of energy. That\u2019s why at the end of the day serving customers, you might not have done a lot of physical work, but you physically feel exhausted,\u201d Toister explains.\u00a0
\n\n\n\nThat level of emotional demand and customer service burnout means high turnover rates in customer service.
\n\n\n\n\u201cMost people can\u2019t do it for very long. Two years is about the max,\u201d Schalamon adds.
\n\n\n\nAnd that turnover is expensive.
\n\n\n\nGallup estimates that replacing a single employee costs one-half to two times the employee\u2019s annual salary, and that\u2019s conservative. Gallup offers an example of a 100-person company with an average salary of $50,000 per year and estimates that this hypothetical company would burn between $660,000 and $2.6 million per year on turnover. That\u2019s based on a 26.3% annual turnover rate.
\n\n\n\nThere\u2019s not only a direct financial cost. There are lost opportunity costs as well.
\n\n\n\n\u201cIf you have an opening and have not been actively recruiting, it generally takes a couple of weeks or more just to fill the opening. So let\u2019s generously call it four weeks between the opening and having a person walking in the door on day one. That\u2019s a month of misery,\u201d Toister says.
\n\n\n\nAnd Toister says that\u2019s an optimistic estimate. In reality, it\u2019s more like 3-4 months of longer support queues and unhappy customers\u2014one month to hire the right candidate and up to 3 months to train them.
\n\n\n\n\u201cThat\u2019s a lot of pain. It\u2019s the cost not only of having to hire and train that person, but it\u2019s the cost of less productivity, missed sales, poor customer service, and having other people have to cover all those shifts and pay overtime. So it can be exceptionally costly,\u201d Toister adds.
\n\n\n\nPreventing customer service burnout should be a top priority for your company in order to maintain good customer service.
\n\n\n\nLet\u2019s talk about how you can spot burnout in your team and how to fix it.
\n\n\n\n\n\n\n\n\n\u201cBurnout. This one word is so powerful, and yet it hardly captures the deep emotional and spiritual costs of losing one\u2019s inner flame. Burnout is serious and hard to repair. Waking up without a taste for the day ahead destroys joy. We can get used to living that way\u2014and many people do\u2014but it leads to life as a form of despair rather than an embrace of the richness around us. Many of us aren\u2019t savoring our lives. We may have more than enough in the way of belongings and interesting activities, yet we have a pervasive sense of emptiness, a vague dissatisfaction. Burnout diminishes our ability to savor our quality of work and our relationships. People who are chronically tired lose their gusto. At that point, life tastes like dust because we\u2019ve become too exhausted to relish it.\u201d
\nDr. Marilyn Paul, An Oasis in Time
\u201cBurnout is a physical or mental exhaustion, and there are three specific characteristics,\u201d Toister says.
\n\n\n\nThose three changes to look for are:
\n\n\n\nOther changes to look for include:
\n\n\n\nOftentimes, burnout can sneak up on us before we realize what\u2019s happening. According to Emily Nagoski and Amelia Nagoski, authors of Burnout: The Secret to Unlocking the Stress Cycle, here are three symptoms identified by Herbert Freudenberger in 1975:
\n\n\n\nIt\u2019s your and your organization\u2019s responsibility to identify the causes and how to treat and/or prevent them because it\u2019s affecting their health and your bottom line.
\n\n\n\nLet\u2019s explore some ways you can avoid burnout in your organization.
\n\n\n\nNow that we\u2019ve established how to spot burnout and why it\u2019s your responsibility to prevent it, how can you do that? There are many ways\u2014some easier than others\u2014but all are important to keep in your turnover-reduction toolbox.
\n\n\n\n\u201cOne of the items identified in the report correlated to burnout or burnout resilience was a feeling that your company generally has good products and services,\u201d Toister says.
\n\n\n\nIt\u2019s pretty simple: if your company sells high-quality products, you will have fewer disgruntled customers, which in turn reduces stress on your customer service team.
\n\n\n\n\u201cThey\u2019re not calling angry. They\u2019re calling with maybe a question or [because] they\u2019re delighted,\u201d Toister says.
\n\n\n\nAs Amazon\u2019s leadership principles have proven: the best customer service is no service. If your company sells good products and is proactive with customer communication, that means lighter loads and less stress for customer service.
\n\n\n\n\u201cMost organizations have not clearly defined what a great customer experience looks like. Ask your employees: \u2018What does a great customer experience look like,\u2019 and you\u2019ll get a lot of great answers. They\u2019ll just all be different,\u201d Toister says.
\n\n\n\n\u201cI think this is where a lot of people end up smacking their forehead when they realize this,\u201d Toister adds.
\n\n\n\nToister instructs companies to develop one simple statement to drive the customer experience, whether they call it a vision statement, mission statement, or a brand promise. Whatever you call it, it has to be simple and offer clarity.
\n\n\n\nNext, companies must share it with their employees and ensure they understand what it means and how to implement it.
\n\n\n\nHow can you test that? Again, ask your employees what a great customer experience looks like. \u201cIf you don\u2019t get a consistent answer, you haven\u2019t done your job as a leader because we need everybody on the same page,\u201d Toister says.
\n\n\n\nFinally, you must ensure that your decisions align with the customer experience statement.
\n\n\n\n\u201cIf I\u2019m making decisions that are aligned with our definition of a great customer experience, it\u2019s really easy for employees to do great work. But if I\u2019m making decisions that are not aligned, or as a leader, I\u2019m not modeling what a great experience should look like, then I create conflicts for employees,\u201d Toister says.
\n\n\n\nToister illustrates this principle by comparing a misaligned company to a car with misaligned wheels. When there\u2019s no clear alignment, your organization swerves all over the road, struggling to stay in its lane.
\n\n\n\nA classic example of this misalignment is survey begging, which you\u2019ve probably experienced. It seems like we\u2019re presented with a survey at the end of every customer service interaction, with the agent often requesting a high score.
\n\n\n\n\u201cOnce I give them an employee a goal to achieve a certain score on a survey, then they don\u2019t care about doing better. They just want a good score on the survey,\u201d Toister says.
\n\n\n\nA low-cost way customer service managers can reduce burnout is to be more involved with their team members. The vast majority of agents who are at low risk of burnout report that they receive regular feedback from their bosses.
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-feedback-560x363.png\")
Likewise, there is a strong correlation between burnout risk and having a supportive boss. \u201c94% of low-risk agents have a supportive boss, compared to just 77% of high-risk agents,\u201d the report says.
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-supportive-560x357.png\")
\u201cOn one end, you have agents who don\u2019t feel they get regular feedback. They don\u2019t get a lot of support from their boss. There was even an article in the Wall Street Journal just last week about how companies are increasingly using AI to supervise contact center agents, which is horribly dehumanizing,\u201d Toister says.\u00a0
\n\n\n\n\u201cOn the other hand, many agents say my boss is really supportive, and that tied directly to burnout resilience. If I feel like my boss has got my back, I\u2019m much more likely to be resilient to burnout,\u201d Toister continues.
\n\n\n\nOne way to support your team is to ensure they have ample breaks and self-care opportunities. Do they have time to go for walks, practice mindfulness, or exercise?
\n\n\n\nMaybe your company sells great products and is zeroed in on a great customer experience, but do you give your customer service reps the tools and authority to please customers?
\n\n\n\nToister found a high correlation between disempowered agents and burnout. \u201cIn many cases, contact center agents are not fully empowered to do what\u2019s right for the customer. And that can be extremely frustrating,\u201d he says.
\n\n\n\nHow do you empower your customer service team?
\n\n\n\n\u201cIt starts by defining empowerment. When I\u2019ve looked at customer-focused organizations, they define empowerment as enabling employees to do good work,\u201d Toister says.
\n\n\n\nHe outlines three ways companies can empower customer service:
\n\n\n\n\u201cWe think of empowerment as letting agents do whatever they want, but that\u2019s not really it. It\u2019s best-practice procedures so that I can consistently serve my customers at a high level,\u201d Toister says.
\n\n\n\nHe offers the example of a situation where one agent may take five minutes to resolve an issue while another might take 30 minutes. \u201cNo one wants to be that 30-minute customer or that 30-minute agent, so we need best practices,\u201d Toister says.
\n\n\n\n\u201cI imagine a tool like TextExpander makes it easier to access templates really quickly. Those things make the agent\u2019s job much easier,\u201d Toister says.
\n\n\n\nMany articles say that high pay isn\u2019t tied to happier employees, but Toister hasn\u2019t found that to be true. In his survey, 41% of customer service agents said they don\u2019t feel they are paid fairly. \u201cAgents who feel they are paid fairly are more resilient to burnout,\u201d the report says.
\n\n\n\n![\"Are](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-pay-560x377.png\")
\u201cThe research is pretty clear that pay is fundamentally important. You have to pay employees well enough that they\u2019re not thinking about pay, and for most customer-focused organizations, that is paying above the midpoint, but it also allows them to access better talent. It allows them to expect more from their employees and helps them keep their employees longer,\u201d Toister explains.
\n\n\n\nWhat compounds the problem is when leaders offer financial incentives to offset low pay.
\n\n\n\n\u201cIf we look at all the research on motivation, we find that providing incentives as an extrinsic motivator\u2014an external motivator\u2014generally hurts performance more than it helps performance. And so, based on this very clear research, I don\u2019t advocate for incentives,\u201d Toister says.
\n\n\n\nTo illustrate the point, Toister gave an example of a company offering $100 bonuses for high customer service survey scores. The result was that Tier 1 support regularly received bonuses, and Tier 2 never did. The reason was that as soon as the customer expressed frustration, the Tier 1 agents escalated them to Tier 2. Tier 2 agents ended up with all the dissatisfied customers, who gave low scores.
\n\n\n\n\u201cThat\u2019s all an example of using surveys as a cudgel instead of helping us do better. We\u2019ve created these horrible incentives,\u201d Toister says.
\n\n\n\n\u201cI draw a clear line between incentive pay\u2014which does not work in customer service\u2014and just paying employees really well, which is highly effective and is ultimately more efficient because you\u2019re not dealing with lower productivity, lower turnover, chronic absenteeism, etc.,\u201d Toister explains.
\n\n\n\nLikewise, customer service agents are at much less risk of burnout if the contact center is adequately staffed. Having enough employees and paying them well may cost more up front, but your organization may save money in the long run thanks to reduced turnover.
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-staffing-560x380.png\")
Employees are at far less burnout risk if their boss sets a positive example. Fostering positivity in your organization is of key importance.
\n\n\n\n![\"Does](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-positive-560x369.png\")
Customer service reps are also far less likely to burn out if they have one good friend at work. Interestingly, while Toister didn\u2019t find a correlation between working from home and burnout risk, he did find that remote employees tended to get more feedback from their boss and develop more friendships at work. \u201cThat blew my mind because I did not expect that,\u201d Toister says.
\n\n\n\n![\"Do](\"https://textexpander.com/wp-content/uploads/Customer-service-burnout-friend-560x379.png\")
A major impediment to a positive work environment is a toxic employee. It may be cliche, but it\u2019s true: one bad apple spoils the bunch.
\n\n\n\n\u201cIn a separate study that I did, 83% of customer service employees have at least one toxic co-worker, and this is defined as somebody who basically makes the workplace worse. They\u2019re dishonest, they intentionally provide poor customer service, they harass other people, and they just make the environment a bad environment,\u201d Toister says.
\n\n\n\nToxic employees spread negativity, which increases the burnout risk for others and drives away talented people who don\u2019t want to work in a toxic environment.
\n\n\n\n\u201cAnother factor that I found in the study is that resilient employees are more likely to trust that their co-workers are doing a great job. And as the burnout risk increases, they\u2019re less likely to feel they can trust their co-workers to provide great customer service,\u201d Toister explains.
\n\n\n\nUnfortunately, the best solution is to prune the toxic employee.
\n\n\n\n\u201cThere are employment laws that you have to follow, but the short end of it is if you have a toxic employee who\u2019s chronically abusing your culture, abusing policies being dishonest, bullying people, harassing people, the fastest way to handle the issue, the best way to handle issues to fire them because they undermine the rest of your culture,\u201d Toister says.
\n\n\n\n\u201cWhat managers tell me is when they finally fire that toxic employee, it\u2019s like a breath of fresh air. Everybody else is like, oh, I can go back to doing a good job again. Because this person is now gone,\u201d Toister continues.
\n\n\n\nOf course, no manager wants to fire people, so it\u2019s important to focus on creating a positive work environment. Any good gardener knows that many plants must be pruned to grow to their full potential. But pruning doesn\u2019t replace the need to water and nourish the plant\u2014it\u2019s merely one item in the toolbox.
\n\n\n\n\u201cI think for customer service reps, it\u2019s about finding what works for you and building habits around that,\u201d Toister says.
\n\n\n\nToister says the real burnout risk for customer service workers is directed attention fatigue, which is mental fatigue caused by trying to concentrate on a task while blocking out other distractions. The ideal solution is strict uni-tasking, but that isn\u2019t always possible in customer service.
\n\n\n\n\u201cThere\u2019s two parts of our brain that we involve in customer service. One is focusing attention and the other is really blocking out distractions. But customer service is inherently full of distractions,\u201d Toister says.
\n\n\n\n\u201cContact center agents are using maybe seven different pieces of software [simultaneously]. We have two, maybe three, monitors on our desks. So we\u2019ve got distractions galore,\u201d Toister explains.
\n\n\n\n\u201cAnd that just wipes out that part of our brain. It really makes it tired,\u201d Toister says.
\n\n\n\nThe key for perpetually distracted customer service reps is to find alternative ways to relax their brains.
\n\n\n\nThe symptoms are very similar to ADHD symptoms. Mechanically they\u2019re different in our brain, but the impact is the same. You have less of an ability to focus,\u201d Toister says.
\n\n\n\n\u201c[It makes it] harder to stop to complete activities. It\u2019s harder to control your emotions. All of these things are really important for customer service reps. We have these habits that are giving us ADHD-like symptoms and burning us out, and there are enough of us who have ADHD already. We don\u2019t need to make it worse,\u201d Toister says.
\n\n\n\n\u201cWhatever you can do, whether it\u2019s mindfulness exercises, whether it\u2019s simply developing more healthy habits, whether it\u2019s going outside and reading a book on your breaks instead of getting on your phone and checking social media. Any of those things can help clear your mind and restore a little bit of your attention,\u201d Toister says.
\n\n\n\n\u201cYou need to rest, and there are a few ways to do that. One is to get a good night\u2019s sleep. We know people chronically don\u2019t get enough sleep. So there\u2019s no way around it. You have to find a way to get more sleep,\u201d Toister says.
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/Sleep-preventing-burnout-560x374.jpg\")
The benefits of sleep are well-documented. Why We Sleep by Dr. Matthew Walker outlines several eye-opening facts about sleep:
\n\n\n\nHow can you improve your sleep? Toister outlines three tips:
\n\n\n\nAuthor, podcaster, and \u201cformer lifelong insomniac\u201d Tim Ferriss outlines several methods that help him sleep in Tools of Titans:
\n\n\n\nSome other things Ferriss has recommended are reading fiction in bed and taking ice baths before bed.
\n\n\n\nNot only do screens worsen your sleep, but excessive screen time can also directly contribute to burnout.
\n\n\n\n\u201cYou have to take breaks from distractions. And what I mean is we\u2019re constantly on social media, we\u2019re constantly watching a screen, and that is inherently unhealthy for our brains. So we need to limit that, and the more you can limit that, the more ability you\u2019ll have to stay focused and calm throughout the workday,\u201d Toister says.
\n\n\n\n\u201cThe third thing is to get outside. There\u2019s been a number of studies that say just being outdoors, without electronics or social media, just enjoying nature helps calm your brain and restores your ability to really focus. And so I think the overarching message for customer service employees is you need to give your brain the opportunity to reset and that\u2019s going to help you feel a lot better,\u201d Toister says.
\n\n\n\nA growing body of research indicates that regular sunlight exposure can help calibrate your circadian rhythm so you get more sleep at night. Stanford professor Dr. Andrew Huberman highly recommends this.
\n\n\n\nIn Toister\u2019s survey, one of the key indicators for customer service burnout was not having a close friend at work.You need regular human contact for optimal health.
\n\n\n\n\u201cStaying meaningfully connected with others leads to a greater sense of calm, less stress, less anxiety, greater productivity, better cardiovascular health, reduced likelihood of cancer, and fewer premature deaths from all causes,\u201d says Dr. Marilyn Paul in An Oasis in Time.
\n\n\n\nIn Burnout: The Secret to Unlocking the Stress Cycle, authors Emily Nagoski and Amelia Nagoski call out positive social interaction as a key to avoiding burnout:
\n\n\n\n\u201cCasual but friendly social interaction is the first external sign that the world is a safe place. Most of us expect we\u2019ll be happier if, say, our seatmate on a train leaves us alone, in mutual silence; turns out, people experience greater well-being if they\u2019ve had a polite, casual chat with their seatmate.\u201d
\n\n\n\nHow can you do that? The book suggests: \u201cJust go buy a cup of coffee and say \u2018Nice day\u2019 to the barista. Compliment the lunch lady\u2019s earrings. Reassure your brain that the world is a safe, sane place, and not all people suck. It helps!\u201d
\n\n\n\nTo thwart burnout, you have to be resilient, and exercise is a proven method for building resilience. A 2022 study says, \u201cResilience is central to positive mental health and well-being especially when faced with adverse events.\u201d
\n\n\n\nThe same study also found \u201cthat as exercise level increases so does resilience. The relationship between exercise and resilience is independent of sleep and mental health under normal conditions.\u201d
\n\n\n\nIn other words, exercise makes your mind tougher regardless of sleep or other factors.
\n\n\n\n![\"Exercise](\"https://textexpander.com/wp-content/uploads/Preventing-burnout-exercise-560x374.jpg\")
\u201cExercise touches on a bunch of other things that impact your ability to rest, recover, get a good night\u2019s sleep, etc.,\u201d Toister says.
\n\n\n\nThe authors of Burnout: The Secret to Unlocking the Stress Cycle recommend doing whatever you can to get exercise and doing it regularly:
\n\n\n\n\u201cWhen you\u2019re stressed out by the bureaucracy and hassle of living in the twenty-first century, what do you do? You run. Or swim. Or dance around your living room, singing along to Beyonc\u00e9, or sweat it out in a Zumba class, or do literally anything that moves your body enough to get you breathing deeply. For how long? Between twenty and sixty minutes a day does it for most folks. And it should be most days\u2014after all, you experience stress most days, so you should complete the stress response cycle most days, too. But even just standing up from your chair, taking a deep breath, and tensing all your muscles for twenty seconds, then shaking it out with a big exhale, is an excellent start.\u201d
\n\n\n\nDirected attention fatigue really comes down to a single factor: a lack of mindfulness. That might sound very incense and crystals, but it can literally stop you from breathing.
\n\n\n\nIn Breath: The New Science of a Lost Art author James Nestor describes \u201ccontinuous partial attention,\u201d which affects up to 80 percent of office workers: \u201cWe\u2019ll scan our email, write something down, check Twitter, and do it all over again, never really focusing on any specific task.\u201d
\n\n\n\n![\"Mindfulness](\"https://textexpander.com/wp-content/uploads/Preventing-burnout-mindfulness-560x381.jpg\")
What\u2019s wild is that distracted state can have a negative effect on your breathing similar to sleep apnea:
\n\n\n\n\u201cIn this state of perpetual distraction, breathing becomes shallow and erratic. Sometimes we won\u2019t breathe at all for a half minute or longer. The problem is serious enough that the National Institutes of Health has enlisted several researchers, including Dr. David Anderson and Dr. Margaret Chesney, to study its effects over the past decades. Chesney told me that the habit, also known as \u2018email apnea,\u2019 can contribute to the same maladies as sleep apnea.\u201d
\n\n\n\nNeed help calming your brain? We\u2019ve recorded a short mindfulness exercise for you to follow along with.
\n\n\nNot able to play the video? Click here to watch the video
Customer service burnout is a state of emotional, physical, and mental exhaustion caused by prolonged and repeated stress at work. It can affect customer service professionals who have to deal with high-pressure situations, demanding customers, heavy workloads, and low recognition. Customer service burnout can lead to reduced productivity, lower quality of service, increased absenteeism, and higher turnover rates. It can also harm the health and well-being of customer service workers, causing symptoms such as fatigue, insomnia, irritability, anxiety, depression, and cynicism.
\n\n\n\nCustomer service can be exhausting for many reasons. Some of the common causes of customer service stress are:
\n\n\n\nRead some of Jeff Toister\u2019s thoughts on \u201chow to get out of customer service.\u201d
\n\n\n\nThere is no definitive answer to how long it takes to recover from burnout, as it depends on many factors, such as the severity and duration of your burnout, the sources and triggers of your stress, your coping skills and resources, and your willingness and ability to make changes in your life.
\n\n\n\nAccording to Wellics, recovery time can range from a few weeks to several years, depending on how a person experiences work-related exhaustion. According to Defeat Burnout, it also depends on how quickly you can remove or better cope with your burnout triggers. According to Eggcellent Work, it can take as long to recover as it took to become burnt out in the first place.
\n\n\n\nHow can you speed up your recovery and prevent future burnout? Here are some tips from Psychology Today and Cleveland Clinic:
\n\n\n\n![\"165](\"https://textexpander.com/wp-content/uploads/Business-abbreviations-featured-600x300.png\")
\nWhether it\u2019s to expedite communication or to simplify complex jargon, acronyms have become an integral part of our business lexicon. Here, we will present must-know abbreviations and acronyms in 2023 for each of the following categories:
\n\n\n\nThere are many acronyms used in professional settings that may also be the common-day language used in social settings. We are presenting the following list because of their widespread use and applicability in various industries and organizational contexts.
\n\n\n\nTo learn more about these acronyms, refer to this guide from MindTools: \u201c99 of the Best Business Acronyms Explained\u201d
\n\n\n\nWhether it\u2019s individual performance, team performance, or organizational performance, having a clear understanding of key metrics and indicators is essential for driving growth and achieving objectives. To navigate the complex landscape of performance evaluation and analysis, these acronyms provide a concise and standardized language for discussing performance.
\n\n\n\nTo learn more about these acronyms, refer to this guide from PerformYard: \u201cFrom KPIs to OKRs: Your Quickstart Guide to Performance Acronyms.\u201d
\n\n\n\nTo effectively navigate through schedules, deadlines, and project timelines, time-related acronyms have become invaluable. These acronyms provide a shorthand way to communicate specific time frames and intervals, ensuring efficient coordination and clarity
\n\n\n\nTo learn more about these acronyms, refer to this guide from Medium: \u201cWhat is the meaning of Q1, Q2, Q3, Q4, H1, and H2 in business terms?\u201d and ClicData: \u201cReporting acronyms YTD, YoY, MTD, MoM Explained\u201d
\n\n\n\nThese communication acronyms enable quick and clear messaging, ensuring smooth and productive communication within teams and across departments. Whether you\u2019re composing a professional email, participating in a conference call, or collaborating in a chat channel, mastering these acronyms will enhance your communication skills and keep you in sync with modern workplace dynamics.
\n\n\n\nTo learn more about communication acronyms, refer to this guide from HubSpot: \u201c20 Email Acronyms and Abbreviations to Memorize ASAP\u201d
\n\n\n\nThe financial landscape is filled with specialized terms and concepts, often represented by acronyms. In this section, we will cover acronyms related to financial statements, accounting practices, investment terms, and regulatory bodies.
\n\n\n\nTo learn more about financial acronyms, refer to this guide from YourDictionary: \u201cFinancial Abbreviations: General, Banking and Stocks\u201d
\n\n\n\nMarketing and sales professionals rely on acronyms to communicate efficiently and effectively. In this section, we will delve into acronyms commonly used in marketing strategies, digital marketing, advertising, sales techniques, lead generation, customer relationship management, and more.
\n\n\n\nTo learn more about these acronyms, refer to this guide from HubSpot: \u201c75 Marketing & Business Acronyms & Abbreviations Every Industry Pro Should Know\u201d
\n\n\n\nIn this section, we will cover acronyms commonly used in technical discussions, IT infrastructure, programming languages, network protocols, and software development. The selected acronyms are important for understanding and navigating the technical aspects of the digital landscape.
\n\n\n\nTo learn more about these acronyms, refer to this guide from ActiveBatch: \u201cIT Acronyms You Need to Know\u201d
\n\n\n\nIn this section, we will explore acronyms related to HR processes, employee management, compliance, benefits, and workplace policies. These acronyms have been chosen based on their relevance and significance in HR operations and practices.
\n\n\n\nTo learn more about Human Resource acronyms, refer to this guide from Preply: \u201cTop 50 HR abbreviations & acronyms\u201d
\n\n\n\nNext up, we cover acronyms related to various job titles and departments, ranging from executive positions to specialized roles. The selected acronyms represent common and widely recognized job titles and departments in the business world.
\n\n\n\nTo learn more about these acronyms, refer to this guide from ONGIG: \u201cJob Title Abbreviations & Acronyms\u201d
\n\n\n\nBy being familiar with these acronyms, you can enhance your understanding and participation in various business-related conversations. It\u2019s not just about keeping up with the lingo; it\u2019s about ensuring effective and efficient communication in an ever-evolving business landscape.
\n", "content_text": "Whether it\u2019s to expedite communication or to simplify complex jargon, acronyms have become an integral part of our business lexicon. Here, we will present must-know abbreviations and acronyms in 2023 for each of the following categories:\n\n\n\n\nGeneral Acronyms\n\n\n\nPerformance-Related Acronyms\n\n\n\nTime-Related Acronyms\n\n\n\nCommunication Acronyms for Email, Phone & Chat (e.g. Slack)\n\n\n\nFinancial Acronyms\n\n\n\nMarketing Acronyms\n\n\n\nSales Acronyms\n\n\n\nTechnical And IT Acronyms\n\n\n\nHR Acronyms\n\n\n\nJob & Department Titles\n\n\n\n\nGeneral Acronyms\n\n\n\nThere are many acronyms used in professional settings that may also be the common-day language used in social settings. We are presenting the following list because of their widespread use and applicability in various industries and organizational contexts.\n\n\n\n\nASAP: As Soon As Possible\n\n\n\nETA: Estimated time of arrival\n\n\n\nFAQ: Frequently Asked Questions\n\n\n\nIMO: In my opinion\n\n\n\nLMK: Let me know\n\n\n\nNSFW: Not safe for work\n\n\n\nFYI: For Your Information\n\n\n\nSME: Subject matter expert\n\n\n\nBID: Break it down\n\n\n\nNWR: Not work-related\n\n\n\nRFD: Request for discussion\n\n\n\nR&D: Research and Development\n\n\n\nSOP: Standard Operating Procedure\n\n\n\n\nTo learn more about these acronyms, refer to this guide from MindTools: \u201c99 of the Best Business Acronyms Explained\u201d\n\n\n\nPerformance-Related Acronyms\n\n\n\nWhether it\u2019s individual performance, team performance, or organizational performance, having a clear understanding of key metrics and indicators is essential for driving growth and achieving objectives. To navigate the complex landscape of performance evaluation and analysis, these acronyms provide a concise and standardized language for discussing performance.\n\n\n\n\nCSF: Critical Success Factor\n\n\n\nKPA: Key Process Area\n\n\n\nKPI: Key Performance Indicator\n\n\n\nKRA: Key Results Area\n\n\n\nKRI: Key Risk Indicator\n\n\n\nOGSM: Objective, Goals, Strategies and Measures\n\n\n\nOKR: Objective and Key Results\n\n\n\nSMART: Specific, measurable, attainable, realistic, time-bound\n\n\n\nPA: Performance appraisal\n\n\n\n\nTo learn more about these acronyms, refer to this guide from PerformYard: \u201cFrom KPIs to OKRs: Your Quickstart Guide to Performance Acronyms.\u201d\n\n\n\nTime-Related Acronyms\n\n\n\nTo effectively navigate through schedules, deadlines, and project timelines, time-related acronyms have become invaluable. These acronyms provide a shorthand way to communicate specific time frames and intervals, ensuring efficient coordination and clarity\n\n\n\n\nCOB: Close of business\n\n\n\nEOD: End of day\n\n\n\nEOM: End of message OR end of month\n\n\n\nEOW: End of week\n\n\n\nH1: First Half\n\n\n\nH2: Second Half\n\n\n\nMoM: Month over month\n\n\n\nMTD: Month to date\n\n\n\nQ1: Quarter 1\n\n\n\nQ2: Quarter 2\n\n\n\nQoQ or Q/Q: Quarter-over-Quarter\n\n\n\nYoY or Y/Y: Year-over-Year\n\n\n\nYTD: Year to date\n\n\n\n\nTo learn more about these acronyms, refer to this guide from Medium: \u201cWhat is the meaning of Q1, Q2, Q3, Q4, H1, and H2 in business terms?\u201d and ClicData: \u201cReporting acronyms YTD, YoY, MTD, MoM Explained\u201d\n\n\n\nCommunication Acronyms for Email, Phone & Chat (e.g. Slack)\n\n\n\nThese communication acronyms enable quick and clear messaging, ensuring smooth and productive communication within teams and across departments. Whether you\u2019re composing a professional email, participating in a conference call, or collaborating in a chat channel, mastering these acronyms will enhance your communication skills and keep you in sync with modern workplace dynamics.\n\n\n\n\nNRN: No reply necessary\n\n\n\nOOO: Out of office\n\n\n\nOTP: On the phone\n\n\n\nRe: Referring to\n\n\n\nEOT: End of thread\n\n\n\nPOC: Point of contact\n\n\n\nTL;DR: Too long, didn\u2019t read\n\n\n\nTLTR: Too long to read\n\n\n\nTYT: Take your time\n\n\n\n\nTo learn more about communication acronyms, refer to this guide from HubSpot: \u201c20 Email Acronyms and Abbreviations to Memorize ASAP\u201d\n\n\n\nFinancial Acronyms\n\n\n\nThe financial landscape is filled with specialized terms and concepts, often represented by acronyms. In this section, we will cover acronyms related to financial statements, accounting practices, investment terms, and regulatory bodies.\n\n\n\n\nAP: Accounts payable\n\n\n\nAPR: Annual Percentage Rate\n\n\n\nAR: Accounts receivable\n\n\n\nBS: Balance sheet\n\n\n\nCPA: Certified Public Accountant\n\n\n\nCPU: Cost per unit\n\n\n\nCR: Credit\n\n\n\nDR: Debit\n\n\n\nEBITDA: Earnings Before Interest, Taxes, Depreciation, and Amortization\n\n\n\nEPS: Earnings Per Share\n\n\n\nFIFO: First-In, First-Out\n\n\n\nGAAP: Generally Accepted Accounting Principles\n\n\n\nIPO: Initial Public Offering\n\n\n\nIRS: Internal Revenue Service\n\n\n\nLIFO: Last in, first out\n\n\n\nLWOP: Leave without pay\n\n\n\nNAV: Net assets value\n\n\n\nNPV: Net Present Value\n\n\n\nP-card: Purchase card\n\n\n\nP/E: Price-to-Earnings ratio\n\n\n\nP&L: Profit and loss\n\n\n\nROA: Return on Assets\n\n\n\nROE: Return on equity\n\n\n\nROI: Return on investment\n\n\n\nSEC: Securities and Exchange Commission\n\n\n\n\nTo learn more about financial acronyms, refer to this guide from YourDictionary: \u201cFinancial Abbreviations: General, Banking and Stocks\u201d\n\n\n\nMarketing & Sales Acronyms\n\n\n\nMarketing and sales professionals rely on acronyms to communicate efficiently and effectively. In this section, we will delve into acronyms commonly used in marketing strategies, digital marketing, advertising, sales techniques, lead generation, customer relationship management, and more.\n\n\n\n\nACV: Annual Contract Value\n\n\n\nARPU: Average Revenue Per User\n\n\n\nASP: Average Selling Price\n\n\n\nB2B: Business-to-Business\n\n\n\nB2C: Business-to-Consumer\n\n\n\nCAC: Customer Acquisition Cost\n\n\n\nCPM: Cost Per Thousand\n\n\n\nCRM: Customer Relationship Management\n\n\n\nCRO: Conversion Rate Optimization\n\n\n\nCTA: Call-to-Action\n\n\n\nCTR: Click-Through Rate\n\n\n\nMQL: Marketing Qualified Lead\n\n\n\nPPC: Pay-Per-Click\n\n\n\nSEM: Search Engine Marketing\n\n\n\nSEO: Search Engine Optimization\n\n\n\nSERP: Search Engine Results Page\n\n\n\nSQL: Sales Qualified Lead\n\n\n\nUGC: User-Generated Content\n\n\n\nUI: User Interface\n\n\n\nWOM: Word-of-Mouth\n\n\n\n\nTo learn more about these acronyms, refer to this guide from HubSpot: \u201c75 Marketing & Business Acronyms & Abbreviations Every Industry Pro Should Know\u201d\n\n\n\nTechnical and IT Acronyms\n\n\n\nIn this section, we will cover acronyms commonly used in technical discussions, IT infrastructure, programming languages, network protocols, and software development. The selected acronyms are important for understanding and navigating the technical aspects of the digital landscape.\n\n\n\n\nAPI: Application Programming Interface\n\n\n\nCPU: Central Processing Unit\n\n\n\nCSS: Cascading Style Sheets\n\n\n\nDNS: Domain Name System\n\n\n\nFTP: File transport protocol\n\n\n\nHTML: Hypertext Markup Language\n\n\n\nHTTP: HyperText transfer protocol\n\n\n\nHTTPS: HyperText transfer protocol secure\n\n\n\nIM: Instant messaging\n\n\n\nIoT: Internet of Things\n\n\n\nIP: Internet protocol\n\n\n\nISP: Internet service provider\n\n\n\nLAN: Local Area Network\n\n\n\nOS: Operating system\n\n\n\nQA: Quality assurance\n\n\n\nRAM: Random Access Memory\n\n\n\nRSS: Rich site summary OR really simple syndication\n\n\n\nSDK: Software Development Kit\n\n\n\nSQL: Structured Query Language\n\n\n\nSSL: Secure Sockets Layer\n\n\n\nURL: Universal resource locator\n\n\n\nUX: User Experience\n\n\n\nVPN: Virtual Private Network\n\n\n\nWAN: Wide Area Network\n\n\n\nTOS: Terms of Service\n\n\n\n\nTo learn more about these acronyms, refer to this guide from ActiveBatch: \u201cIT Acronyms You Need to Know\u201d\n\n\n\nHR Acronyms\n\n\n\nIn this section, we will explore acronyms related to HR processes, employee management, compliance, benefits, and workplace policies. These acronyms have been chosen based on their relevance and significance in HR operations and practices.\n\n\n\n\nFMLA: Family and Medical Leave Act\n\n\n\nPTO: Paid Time Off\n\n\n\nEEO: Equal Employment Opportunity\n\n\n\nHRIS: Human Resources Information System\n\n\n\nOSHA: Occupational Safety and Health Administration\n\n\n\nATS: Applicant Tracking System\n\n\n\nD&I: Diversity and Inclusion\n\n\n\nSHRM: Society for Human Resource Management\n\n\n\nEAP: Employee Assistance Program\n\n\n\nADA: Americans with Disabilities Act\n\n\n\nHSA: Health Savings Account\n\n\n\nERG: Employee Resource Group\n\n\n\nL&D: Learning and Development\n\n\n\nCOBRA: Consolidated Omnibus Budget Reconciliation Act\n\n\n\nI-9: Employment Eligibility Verification Form\n\n\n\nTA: Talent Acquisition\n\n\n\nLMS: Learning Management System\n\n\n\nC&B: Compensation and Benefits\n\n\n\nEE: Employee Engagement\n\n\n\nPIP: Performance Improvement Plan\n\n\n\n\nTo learn more about Human Resource acronyms, refer to this guide from Preply: \u201cTop 50 HR abbreviations & acronyms\u201d\n\n\n\nJob Titles and Departments\n\n\n\nNext up, we cover acronyms related to various job titles and departments, ranging from executive positions to specialized roles. The selected acronyms represent common and widely recognized job titles and departments in the business world.\n\n\n\n\nAcc: Accountant\n\n\n\nAdmin: Administrator\n\n\n\nAnalyst: Data Analyst\n\n\n\nAVP: Assistant Vice President\n\n\n\nBD: Business development\n\n\n\nCAO: Chief analytics officer\n\n\n\nCCO: Chief Communications Officer\n\n\n\nCDO: Chief Data Officer\n\n\n\nCEO: Chief executive officer\n\n\n\nCFO: Chief Financial Officer\n\n\n\nCFP: Certified financial planner\n\n\n\nCHRO: Chief Human Resources Officer\n\n\n\nCIO: Chief Information Officer\n\n\n\nCMO: Chief Marketing Officer\n\n\n\nCOO: Chief operating officer\n\n\n\nCSO: Chief security officer\n\n\n\nCSR: Corporate social responsibility\n\n\n\nCTO: Chief Technology Officer\n\n\n\nDir: Director\n\n\n\nEng: Engineer\n\n\n\nHR: Human resources\n\n\n\nHRM: Human Resources Manager\n\n\n\nIT: Information Technology\n\n\n\nMgr: Manager\n\n\n\nPM: Project manager\n\n\n\nPR: Public Relations\n\n\n\nQA: Quality Assurance\n\n\n\nR&D: Research and development\n\n\n\nVP: Vice President\n\n\n\nFTE: Full-time employee\n\n\n\nPTE: Part-time employee\n\n\n\n\nTo learn more about these acronyms, refer to this guide from ONGIG: \u201cJob Title Abbreviations & Acronyms\u201d\n\n\n\nBy being familiar with these acronyms, you can enhance your understanding and participation in various business-related conversations. It\u2019s not just about keeping up with the lingo; it\u2019s about ensuring effective and efficient communication in an ever-evolving business landscape.", "date_published": "2023-08-04T07:00:00-07:00", "date_modified": "2023-07-21T12:02:01-07:00", "authors": [ { "name": "Diana Prodan", "url": "https://textexpander.com/author/diana-prodan", "avatar": "https://secure.gravatar.com/avatar/0d4cdd0cfd0ae20271b9b2b41599207f?s=512&d=retro&r=g" } ], "author": { "name": "Diana Prodan", "url": "https://textexpander.com/author/diana-prodan", "avatar": "https://secure.gravatar.com/avatar/0d4cdd0cfd0ae20271b9b2b41599207f?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/Business-abbreviations-featured.png", "tags": [ "productivity", "Blog", "Communicating Effectively" ], "summary": "The ABCs of the essential business acronyms and abbreviations you need to know." }, { "id": "https://textexpander.com/?p=78026", "url": "https://textexpander.com/blog/predictive-text-apps", "title": "Top Predictive Text Apps to Increase Productivity in 2023", "content_html": "![\"Top](\"https://textexpander.com/wp-content/uploads/Pasted-2-e1688657562247-600x231.png\")
\nDo you feel that writing unnecessary and repetitive sentences takes up a lot of your time? Are your days filled with typing that you wish was streamlined? A predictive text app might be for you.
\n\n\n\nPredictive text is a technology for text input systems like mobile keyboards and word processors. It anticipates what a user is typing to expedite the process of inputting text. Using algorithms that analyze patterns in the user\u2019s typing, the app or software gradually learns his or her writing style and commonly used phrases. Additionally, predictive text can fill in certain phrases or words when you type only a few characters. These two types of predictive text allow for quicker, more efficient text entry.
\n\n\n\nThe speed of predictive text software is one of its primary ways of increasing productivity at work or home. Predictive text can drastically cut down the time individuals spend on writing tasks. Whether it\u2019s drafting emails, preparing reports, or writing code, predictive text can increase productivity by reducing the time spent on typing.
\n\n\n\nPredictive text can also improve communication accuracy. By suggesting correct spelling and grammar, predictive text tools can minimize typos and grammatical errors that might otherwise slip through, particularly in fast-paced environments. This can lead to better communication quality, enhancing the professional image of a company in its internal and external communications.
\n\n\n\nPredictive text can also be a game-changer in the realm of customer service. Customer representatives can respond to queries faster and more accurately, enhancing the customer experience. Additionally, when used in chatbots or virtual assistants, predictive text can allow for more fluid and natural interactions, further improving customer engagement.
\n\n\n\nPredictive text software can be productive in many different ways. Many apps do some things better than others, so it is important to find out what type of predictive text software you are looking for. Here are some of the best predictive text apps:
\n\n\n\nTextExpander excels in predictive text capabilities, reducing the time spent on typing by automatically filling in frequently used phrases, boilerplate texts, and even complex templates.\u00a0
\n\n\n\nBy learning your most commonly used phrases and sentences, TextExpander accurately anticipates what you intend to write. It suggests complete words or phrases in real-time, as you type. The app can be even more versatile because you can create and edit personal \u201csnippets.\u201d These snippets can be used and edited to create predictive text prompts. These snippets also have a fill-in-the-blank option that allows you to extend the snippets and insert specific words, dates, phrases, or names into the blanks.
\n\n\n\nHowever, it\u2019s not just about speed. TextExpander can also improve communication quality. It reduces the risk of typos and inconsistent language use, ensuring a professional and coherent brand voice across all departments. It also offers team-wide sharing features, allowing your business to maintain consistent messaging throughout.\u00a0
\n\n\n\nTextExpander also provides helpful guides and a user-friendly interface. These two enable users to competently and completely utilize all of TextExpander\u2019s features. Additionally, the user-created snippets allow the user to use the app perfectly for their purposes. If there are snippets that lose relevance, you can delete them, and if you start to realize that you may need more, you can always increase the number of snippets in your repertoire. TextExpander is all about personalization that is efficient and communication-oriented.\u00a0
\n\n\n\nFor any business seeking to harness technology to improve operational efficiency and communication, TextExpander, with its sophisticated predictive text abilities, offers an effective solution.\u00a0
\n\n\n\nGrammarly is one of the most used grammar checkers in the world. Its free version fixes most grammatical and spelling errors with ease, and its paid version adds capabilities to edit some of a writer\u2019s stylistic choices. However, Grammarly\u2019s predictive text capabilities do not stop at spelling and grammar correction.\u00a0
\n\n\n\nBy learning from your writing style and adapting to it, Grammarly anticipates what you intend to write and provides real-time suggestions for improvement. It not only helps speed up typing tasks but also refines the content by making it more concise, clear, and effective. Grammarly\u2019s algorithm continually learns from your patterns, offering increasingly accurate suggestions over time. It empowers businesses to maintain a professional image in their internal and external communications by minimizing errors and enhancing clarity.\u00a0
\n\n\n\nThe software integrates seamlessly with numerous platforms and applications, making it a highly versatile tool for any work environment. By harnessing Grammarly\u2019s predictive text capabilities, businesses can significantly improve their productivity, communication efficiency, and overall writing quality.\u00a0
\n\n\n\nLightkey employs sophisticated machine learning algorithms to study your typing patterns and vocabulary. Not only does this feature significantly expedite the typing process, but it also minimizes the chance of typographical errors, contributing to more professional communication.
\n\n\n\nOne of Lightkey\u2019s standout features is its native support for more than 80 languages and various content domains, such as technology, law, and healthcare. This makes it a versatile choice for businesses operating in diverse sectors or with multilingual teams. Its real-time, context-based spelling and grammar corrections further maintain the accuracy and clarity of your text, while its punctuation prediction feature ensures that your sentences are always properly structured.
\n\n\n\nLightkey also has seamless integration with popular applications, such as Microsoft Office Suite, Google Chrome, and Gmail. LIghtkey is easy to integrate and allows you to greatly increase productivity.\u00a0
\n\n\n\nSwiftKey is known for its advanced predictive text capabilities. It learns from your typing habits and language patterns, allowing it to anticipate and suggest the next word you\u2019re likely to type, effectively reducing your keystrokes and saving significant time.
\n\n\n\nSwiftKey also has a multilingual support feature, which is perfect for businesses operating across different linguistic regions. The software supports over 400 languages, and the user can type in up to five languages simultaneously without having to manually switch between language settings.\u00a0
\n\n\n\nSwiftKey also boasts a robust autocorrect function that learns from your unique style, including the use of slang and emoji. This ensures that your typing remains accurate without losing personal flair, enhancing both speed and accuracy of communication. The keyboard is customizable, offering a variety of themes, and can be resized for comfort and efficiency.
\n\n\n\nOther standout aspects of the app include the fact that it is completely free and able to be used on mobile devices.\u00a0
\n\n\n\nWith SwiftKey, businesses can expect a more streamlined, efficient, and personalized typing experience, ultimately contributing to enhanced productivity.
\n\n\n\nTyping Assistant shines in its predictive text capabilities, learning from your typing patterns to anticipate what you\u2019re about to type. The software automatically suggests words and phrases as you type, significantly speeding up the typing process while also reducing errors.
\n\n\n\nTyping Assistant also has a text expansion function. This allows the user to create custom shortcuts for frequently used phrases or paragraphs. When you type a predefined shortcut, Typing Assistant automatically expands it into the complete text.
\n\n\n\nFurthermore, Typing Assistant provides an Auto-Correct feature, which automatically corrects common spelling mistakes, ensuring a high degree of accuracy in all typed documents. Its Auto-Clipboard feature also allows quick access to recent clipboard entries, further streamlining workflow.
\n\n\n\nThe software\u2019s compatibility with all Windows applications enhances its versatility, making it suitable for a wide range of tasks, from drafting emails to programming.\u00a0
\n\n\n\nTyping Assistant\u2019s versatility and reliability can make it very useful for your office.\u00a0
\n\n\n\n![\"The](\"https://textexpander.com/wp-content/uploads/TextExpander-prefixes-featured-600x300.png\")
\nA common point of debate among TextExpander users is how to name Snippet abbreviations\u2014the text you type to expand the Snippet. When creating abbreviations, you want to make them:
\n\n\n\nFor example, if you have a Snippet to respond to an angry customer email, angry would be a poor choice of abbreviation since it would expand every time you type the word \u201cangry.\u201d
It\u2019s helpful to standardize on a prefix or set of prefixes for your Snippet abbreviations so that they can remain short and memorable but also hard to trigger accidentally. For example, instead of the abbreviation angry, you could use any of the following abbreviations with a prefix:
/angry;angry.angry,,angryxangrycs.angry (cs is short for \u201ccustomer service\u201d)The question is: which prefix to settle on? At our Work Smarter Virtual Summit, one TextExpander user asked this of our TextExpander expert panel, which featured:
\n\n\n\nHere\u2019s a video of the discussion:
\n\n\nNot able to play the video? Click here to watch the video
Brett has used TextExpander since 2006 and settled on \u201ccomma comma\u201d (,,) as his prefix. Brett demonstrated the effectiveness of this prefix on the panel by quickly reciting his favorite Snippets from memory.
\n\n\n\n\u201cFor example, I have one called Make a Date. ,,mad And when it triggers, it\u2019ll ask me \u2018what date\u2019 so I type in next Friday or January 3, and it will then generate a full date based on the format I select whether it\u2019s ISO, long format, short format, and output the date for the day that I asked for,\u201d Brett said on the panel.
Martin Ngo, a recruiter at Meta, uses semicolon for company Snippets and also uses \u201ccomma comma\u201d for some Snippets. A single semicolon has been a popular prefix among TextExpander users for years. Curiously, while two commas (,,) and one semicolon (;) are both popular prefixes, two semicolons never took off\u2014perhaps because it\u2019s usually pressed by the pinky finger so a \u201cdouble tap\u201d is harder to achieve.
\n\n\n\nThe comma and semicolon are in prominent positions on the keyboard, and the comma comma prefix has the bonus advantage of being nearly impossible to trigger accidentally.
\n\n\n\nHowever, both of these prefixes have a downside: if you use TextExpander for Mobile, both keys are on the iOS secondary keyboard, and you have to press the 123 key to reveal them. On iPadOS, the comma is easy to reach, but semicolon is pressed either on the secondary keyboard or by swiping down on the \u201cn\u201d key.
\n\n\n\nLaura mentioned using period (.) or X as prefixes for many of her Snippets.
\n\n\n\nBoth of these prefixes are easily accessible on either the iOS virtual keyboard or on a physical keyboard. Period is right next to the comma on most keyboards, so it\u2019s still fairly easy to reach. X is especially easy to reach, as it\u2019s a letter and doesn\u2019t require any stretching, but Snippets with an X prefix are slightly easier to trigger accidentally.
\n\n\n\nIn fact, Brett has been migrating from \u201ccomma comma\u201d to \u201cperiod\u201d for the sake of mobile usage.
\n\n\n\n\u201cI traditionally use \u2018comma, comma,\u2019 but \u2018comma, comma\u2019 doesn\u2019t work well on iOS, because you\u2019ve got to switch to the symbol keyboard to use the comma. So I changed a lot of them to use dot [period],\u201d Brett says.
\n\n\n\nBrett and Ty both mentioned using one (/) or two forward slashes (//) for URLs. A slash is an easy-to-remember shortcut for website addresses because they all have slashes, like https://textexpander.com/. By using two slashes in the abbreviation, you reduce the chance of accidental expansions.
\n\n\n\nThe nice thing about using TextExpander Snippets for URLs is that\u2014unlike bookmarks\u2014you can use them in any browser.
\n\n\n\nSome examples:
\n\n\n\n//yt for https://www.youtube.com///te for https://textexpander.com/The other advantage of using Snippets for URLs is that you can use them not only for navigating in a Web browser, you can also use those Snippets to share the URL with others since you can use Snippets in any app.
\n\n\n\nHere are a couple of tips for working with URLs in TextExpander:
\n\n\n\n![](\"https://textexpander.com/wp-content/uploads/word-image-78427-1-560x125.png\")
We hinted at it with the trick about using slashes specifically for URLs, but you can expand that concept to use multiple prefixes for different contexts.
\n\n\n\nTy told us that\u2019s how SketchUp handles customer service Snippets:
\n\n\n\nOf course, the trick with this setup is learning the different prefixes in the first place, but the key advantage is you can develop muscle memory for different types of responses.
\n\n\n\nHistorically, TextExpander experts used various keyboard symbols for their abbreviation prefixes. Rex Mann on our customer success team developed a new best practice to create Snippets that are memorable and easy to find with our Inline Search feature:
\n\n\n\ncal.em.sup.cal.inviteem.greetingsup.firewallThe advantage is that the abbreviations are easy to remember. The downside is that you have to type a few extra characters: em.greeting vs !greeting. However, for long Snippets, a few extra characters isn\u2019t going to slow you down much in the long run. Also consider the time you might save by actually remembering how to trigger your Snippet.
Of course, no matter how memorable your abbreviations are, it can be difficult to remember so many. That\u2019s why TextExpander includes an Inline Search feature so you can look up your Snippets at any time.
\n\n\nNot able to play the video? Click here to watch the video
Want more TextExpander insider tips on making the most of your Snippets? Check out these related resources:
\n\n\n\n![\"Top](\"https://textexpander.com/wp-content/uploads/Golden-rules-customer-service-featured-600x300.png\")
\nImplementing effective customer service strategies can set your business apart from the competition, inspire word-of-mouth marketing, and fuel your company\u2019s growth. One approach is to establish consistent, high-quality communication with customers.
\n\n\n\nColloquially, this has been referred to as setting \u201cGolden Rules.\u201d Or, in other words, fundamental principles or guidelines that are widely recognized and proven effective in ensuring a high quality of customer service.
\n\n\n\nThe 10 example rules we present encompass critical aspects of excellent customer service, drawn from real-world best practices and the wisdom of industry leaders.
\n\n\n\nLet\u2019s dive into these principles, address various facets of customer interaction, and look at some prime examples for each, including:
\n\n\n\nRemember: your business wouldn\u2019t exist without your customers. Therefore, prioritizing their needs and expectations is a non-negotiable rule in the customer service playbook. Show your customers that they matter by delivering tailored services and solutions that address their specific needs.
\n\n\n\nZappos is a well-known company that puts the customer first. They have a 30-day return policy and a no-questions-asked refund policy. They also have a culture of customer service that is focused on going the extra mile.
\n\n\n\nLearn more about Zappos from Harvard Business Review: \u201cHow I Did It: Zappos\u2019s CEO on Going to Extremes for Customers\u201d
\n\n\n\nActive listening is a powerful tool in customer service. It involves fully focusing, understanding, responding, and then remembering what is being said. By truly listening to your customers, you can more accurately identify their needs and find appropriate solutions to their problems.
\n\n\n\nSouthwest Airlines is a company that is known for its active listening skills. Their customer service representatives are trained to listen carefully to customer concerns and to ask clarifying questions. This helps them to understand the customer\u2019s issue and to find the best solution.
\n\n\n\nLearn more about Southwest Airlines from Business.com: \u201cSouthwest Airlines: A Case Study in Great Customer Service\u201d
\n\n\n\nClear and concise communication minimizes confusion and enhances customer experience. Ensure that your customer service team can articulate responses effectively and explain solutions in a way that customers understand.
\n\n\n\nThe Home Depot is a home improvement retailer that is based in the United States. They are known for their clear and concise communication, both in their stores and in their customer support. Their customer service representatives are trained to use simple language and to avoid jargon. They also make sure to communicate the next steps in the process so that customers know what to expect.
\n\n\n\nLearn more about The Home Depot from Media Shower: \u201cHow Home Depot\u2019s Marketing Made It America\u2019s #1 DIY Chain\u201d
\n\n\n\nEmpathy is about understanding and sharing the feelings of others. In customer service, it\u2019s vital to empathize with customers\u2019 issues and frustrations. When you display empathy, customers feel heard and validated, which can help diffuse negative situations and build rapport.
\n\n\n\nThe Ritz-Carlton is a company that is known for its empathy. Their customer service representatives are trained to understand the customer\u2019s emotional state and to respond in a way that is both respectful and compassionate.
\n\n\n\nLearn more about The Ritz-Carlton from Bloomberg: \u201cHow Ritz-Carlton Maintains its Mystique\u201d
\n\n\n\nPrompt responses show your customers that you value their time. When customers contact your support, they usually need help immediately. By responding and resolving issues quickly, you can drastically improve customer satisfaction.
\n\n\n\nNetflix is a company that is known for its responsiveness. They have a 24/7 customer support team that is available to help customers with any problems they may have. They also have a very quick turnaround time for resolving issues.
\n\n\n\nLearn more about Netflix from Netomi: \u201c5 Customer Support Strategies to Learn from Netflix\u201d
\n\n\n\nStand out by exceeding customer expectations. This could be as simple as following up on a solved issue, personalizing your interactions, or offering a complimentary service. These small gestures can leave a lasting impression and make customers feel truly valued.
\n\n\n\nNordstrom is a company that is known for going the extra mile. They have a policy of \u201cno questions asked\u201d returns, and they are always willing to do whatever it takes to make a customer happy.
\n\n\n\nLearn more about Nordstrom from Erply: \u201cNordstrom Case Study: How You Can Copy Nordstrom\u2019s Retail Success\u201d
\n\n\n\nLanguage significantly influences a customer\u2019s perception of your business. Using positive, affirming language can turn potential problems into opportunities for enhanced customer satisfaction.
\n\n\n\nDisney is a company that is known for using positive language. Their customer service representatives are trained to use words and phrases that create a positive and welcoming experience for customers.
\n\n\n\nLearn more about Disney from Hubspot: \u201cHow to Approach Customer Service Like Disney\u201d
\n\n\n\nA well-trained team is the key to delivering excellent customer service. Regularly train your staff on best practices, equip them with the necessary resources, and foster a culture that values high-quality customer service.
\n\n\n\nApple is a company that is known for training and equipping their team. Their customer service representatives are trained on the latest products and services, and they are also given the tools they need to be successful.
\n\n\n\nLearn more about Apple from Forbes: \u201cApple\u2019s Secret Employee Training Manual Reinvents Customer Service in Seven Ways\u201d
\n\n\n\nEncourage your customers to give feedback and make it easy for them to do so. Feedback, both positive and negative, provides valuable insight into what you\u2019re doing well and areas where you could improve.
\n\n\n\nStarbucks is a company that encourages feedback. They have a system in place where customers can give feedback about their experience, and they use this feedback to improve their customer service.
\n\n\n\nLearn more about Starbucks from the National Business Research Institute: \u201dThe Customer Experience \u2013 Spotlight on Starbucks\u201d
\n\n\n\nThe customer service landscape is constantly changing. Regularly evaluate your customer service strategies and practices, then make necessary improvements. Stay abreast of emerging trends and adapt to meet the evolving needs of your customers.
\n\n\n\nAmazon is a company that consistently evaluates and improves their customer service. They use data and feedback to identify areas where they can improve and make changes to their processes accordingly.
\n\n\n\nLearn more about Amazon from Forbes: \u201cHow Jeff Bezos Consistently Communicates Four Core Values That Made Amazon A Success\u201d
\n\n\n\nEvery interaction with a customer contributes to their overall experience with your brand. By following these 10 golden rules, you can ensure that each touchpoint builds a positive relationship with your customers, leading to improved customer satisfaction, increased loyalty, and ultimately, business growth. Remember, delivering outstanding customer service is an ongoing journey, not a destination.
\n", "content_text": "Implementing effective customer service strategies can set your business apart from the competition, inspire word-of-mouth marketing, and fuel your company\u2019s growth. One approach is to establish consistent, high-quality communication with customers.\n\n\n\nColloquially, this has been referred to as setting \u201cGolden Rules.\u201d Or, in other words, fundamental principles or guidelines that are widely recognized and proven effective in ensuring a high quality of customer service.\n\n\n\nThe 10 example rules we present encompass critical aspects of excellent customer service, drawn from real-world best practices and the wisdom of industry leaders.\n\n\n\nLet\u2019s dive into these principles, address various facets of customer interaction, and look at some prime examples for each, including:\n\n\n\n\nHow to approach customers\n\nPutting customers first\n\n\n\nEmpathizing with customers\n\n\n\nAlways using positive language\n\n\n\n\n\nHow to manage the customer process\n\nActively listening to customers\n\n\n\nCommunicating clearly\n\n\n\nBeing responsive\u00a0\n\n\n\nGoing the extra mile\n\n\n\n\n\nStrategic elements of customer interaction\n\nThe importance of training your team\n\n\n\nConstantly seeking feedback\n\n\n\nRegular evaluation and iteration of customer engagement practices\n\n\n\n\n\n\n1. The Customer Comes First\n\n\n\nRemember: your business wouldn\u2019t exist without your customers. Therefore, prioritizing their needs and expectations is a non-negotiable rule in the customer service playbook. Show your customers that they matter by delivering tailored services and solutions that address their specific needs.\n\n\n\nZappos is a well-known company that puts the customer first. They have a 30-day return policy and a no-questions-asked refund policy. They also have a culture of customer service that is focused on going the extra mile.\n\n\n\nLearn more about Zappos from Harvard Business Review: \u201cHow I Did It: Zappos\u2019s CEO on Going to Extremes for Customers\u201d\n\n\n\n2. Listen Actively\n\n\n\nActive listening is a powerful tool in customer service. It involves fully focusing, understanding, responding, and then remembering what is being said. By truly listening to your customers, you can more accurately identify their needs and find appropriate solutions to their problems.\n\n\n\nSouthwest Airlines is a company that is known for its active listening skills. Their customer service representatives are trained to listen carefully to customer concerns and to ask clarifying questions. This helps them to understand the customer\u2019s issue and to find the best solution.\n\n\n\nLearn more about Southwest Airlines from Business.com: \u201cSouthwest Airlines: A Case Study in Great Customer Service\u201d\n\n\n\n3. Communicate Clearly\n\n\n\nClear and concise communication minimizes confusion and enhances customer experience. Ensure that your customer service team can articulate responses effectively and explain solutions in a way that customers understand.\n\n\n\nThe Home Depot is a home improvement retailer that is based in the United States. They are known for their clear and concise communication, both in their stores and in their customer support. Their customer service representatives are trained to use simple language and to avoid jargon. They also make sure to communicate the next steps in the process so that customers know what to expect.\n\n\n\nLearn more about The Home Depot from Media Shower: \u201cHow Home Depot\u2019s Marketing Made It America\u2019s #1 DIY Chain\u201d\n\n\n\n4. Show Empathy\n\n\n\nEmpathy is about understanding and sharing the feelings of others. In customer service, it\u2019s vital to empathize with customers\u2019 issues and frustrations. When you display empathy, customers feel heard and validated, which can help diffuse negative situations and build rapport.\n\n\n\nThe Ritz-Carlton is a company that is known for its empathy. Their customer service representatives are trained to understand the customer\u2019s emotional state and to respond in a way that is both respectful and compassionate.\n\n\n\nLearn more about The Ritz-Carlton from Bloomberg: \u201cHow Ritz-Carlton Maintains its Mystique\u201d\n\n\n\n5. Be Responsive\n\n\n\nPrompt responses show your customers that you value their time. When customers contact your support, they usually need help immediately. By responding and resolving issues quickly, you can drastically improve customer satisfaction.\n\n\n\nNetflix is a company that is known for its responsiveness. They have a 24/7 customer support team that is available to help customers with any problems they may have. They also have a very quick turnaround time for resolving issues.\n\n\n\nLearn more about Netflix from Netomi: \u201c5 Customer Support Strategies to Learn from Netflix\u201d\n\n\n\n6. Go the Extra Mile\n\n\n\nStand out by exceeding customer expectations. This could be as simple as following up on a solved issue, personalizing your interactions, or offering a complimentary service. These small gestures can leave a lasting impression and make customers feel truly valued.\n\n\n\nNordstrom is a company that is known for going the extra mile. They have a policy of \u201cno questions asked\u201d returns, and they are always willing to do whatever it takes to make a customer happy.\n\n\n\nLearn more about Nordstrom from Erply: \u201cNordstrom Case Study: How You Can Copy Nordstrom\u2019s Retail Success\u201d\n\n\n\n7. Use Positive Language\n\n\n\nLanguage significantly influences a customer\u2019s perception of your business. Using positive, affirming language can turn potential problems into opportunities for enhanced customer satisfaction.\n\n\n\nDisney is a company that is known for using positive language. Their customer service representatives are trained to use words and phrases that create a positive and welcoming experience for customers.\n\n\n\nLearn more about Disney from Hubspot: \u201cHow to Approach Customer Service Like Disney\u201d\n\n\n\n8. Train and Equip Your Team\n\n\n\nA well-trained team is the key to delivering excellent customer service. Regularly train your staff on best practices, equip them with the necessary resources, and foster a culture that values high-quality customer service.\n\n\n\nApple is a company that is known for training and equipping their team. Their customer service representatives are trained on the latest products and services, and they are also given the tools they need to be successful.\n\n\n\nLearn more about Apple from Forbes: \u201cApple\u2019s Secret Employee Training Manual Reinvents Customer Service in Seven Ways\u201d\n\n\n\n9. Encourage Feedback\n\n\n\nEncourage your customers to give feedback and make it easy for them to do so. Feedback, both positive and negative, provides valuable insight into what you\u2019re doing well and areas where you could improve.\n\n\n\nStarbucks is a company that encourages feedback. They have a system in place where customers can give feedback about their experience, and they use this feedback to improve their customer service.\n\n\n\nLearn more about Starbucks from the National Business Research Institute: \u201dThe Customer Experience \u2013 Spotlight on Starbucks\u201d\n\n\n\n10. Consistently Evaluate and Improve\n\n\n\nThe customer service landscape is constantly changing. Regularly evaluate your customer service strategies and practices, then make necessary improvements. Stay abreast of emerging trends and adapt to meet the evolving needs of your customers.\n\n\n\nAmazon is a company that consistently evaluates and improves their customer service. They use data and feedback to identify areas where they can improve and make changes to their processes accordingly.\n\n\n\nLearn more about Amazon from Forbes: \u201cHow Jeff Bezos Consistently Communicates Four Core Values That Made Amazon A Success\u201d\n\n\n\nEvery interaction with a customer contributes to their overall experience with your brand. By following these 10 golden rules, you can ensure that each touchpoint builds a positive relationship with your customers, leading to improved customer satisfaction, increased loyalty, and ultimately, business growth. Remember, delivering outstanding customer service is an ongoing journey, not a destination.", "date_published": "2023-07-28T07:00:00-07:00", "date_modified": "2023-07-21T10:50:03-07:00", "authors": [ { "name": "Diana Prodan", "url": "https://textexpander.com/author/diana-prodan", "avatar": "https://secure.gravatar.com/avatar/0d4cdd0cfd0ae20271b9b2b41599207f?s=512&d=retro&r=g" } ], "author": { "name": "Diana Prodan", "url": "https://textexpander.com/author/diana-prodan", "avatar": "https://secure.gravatar.com/avatar/0d4cdd0cfd0ae20271b9b2b41599207f?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/Golden-rules-customer-service-featured.png", "tags": [ "customer service", "Customer Support", "Blog", "By Profession" ], "summary": "10 core rules of customer service to thrill customers taken from real companies." }, { "id": "https://textexpander.com/?p=78390", "url": "https://textexpander.com/blog/recruiting-tools", "title": "8 Recruiting Tools Used by Amazon and Meta", "content_html": "![\"8](\"https://textexpander.com/wp-content/uploads/Recruiting-tools-featured-600x300.png\")
\nCurious about the recruiting tools favored by some of the most innovative and fast-growing companies in the tech industry? Thanks to the TextExpander Virtual Summit, we recently had the privilege of chatting with Martin Ngo from Meta and the dynamic team of Connie Hoffman and Cortney Gault from the Amazon Robotics team. Our goal in this conversation? To find the best recruiting tools these titans of industry employ daily to streamline their recruiting and talent acquisition operations.
\n\n\n\nWhile it is no surprise that both Amazon and Meta boast an impressive array of in-house software recruiting tools, they also enlightened us about other game-changing tools they rely on. So, what exactly do these top-tier tech recruiters use to maintain peak productivity in their demanding roles on the hunt to acquire top talent in the industry? Let\u2019s dive in!
\n\n\n\n![\"LinkedIn](\"https://textexpander.com/wp-content/uploads/LinkedIn-Recruiter-560x329.png\")
LinkedIn has established itself as the go-to social network for professionals, and for good reason. It offers a unique platform specifically designed to cater to the needs of professionals across various industries without politics or other toxic discussions.
\n\n\n\nWhen it comes to recruiting top talent for nationwide and global companies, LinkedIn Recruiter emerges as a game-changing recruiting tool for hiring managers. It provides an array of features that streamline the recruitment process and empower professionals to make informed hiring decisions. Here\u2019s why LinkedIn Recruiter stands out as an excellent tool for connecting with top-of-funnel candidates and gaining valuable insights:
\n\n\n\n![\"HireEZ](\"https://textexpander.com/wp-content/uploads/hireEZ-560x294.jpg\")
hireEZ is an AI-powered outbound recruiting platform that\u2019s trusted by over 200,000 users. It\u2019s a platform designed to enhance talent quality, accelerate engagement, and fortify ATS sync. Here\u2019s a closer look at its key features:
\n\n\n\nHireEZ is highly rated on G2, a popular tech marketplace for honest customer opinions, with a rating of 4.6 out of 5.
\n\n\n\n![\"Entelo\"](\"https://textexpander.com/wp-content/uploads/Entelo-560x185.jpeg\")
Entelo is attempting to change what it means to source, engage, and hire diverse talent. Reducing time-to-hire has never been more important in a competitive job marketing. Top hires are moving at a record pace, and engaging with passive talent means using more than just sending an email.
\n\n\n\nToday\u2019s candidate journeys include creating content and landing pages, executing email campaigns and nurturing candidates through SMS, live chat, and social media. Its key feature is treating an open position like you would a marketing campaign.
\n\n\n\n![\"Seekout\"](\"https://textexpander.com/wp-content/uploads/Seekout-560x294.png\")
SeekOut is one of a new generation of AI recruiting tools, with a mention to empower both individuals and companies to grow together, providing actionable insights at every step of the talent journey. It\u2019s a lofty goal, but they\u2019ve got the recruiting tools to back it up.
\n\n\n\nSeekOut tackling the challenge of recruiting hard-to-find and diverse talent. They\u2019re not just relying on traditional search methods, though. They\u2019re using AI to drive their search, coupled with personalized messaging to engage potential hires. And they\u2019re not just looking for any candidates. They\u2019re seeking out those with specialized roles, filtering by specific requirements such as medical licenses, security clearances, or needed technical expertise.
\n\n\n\nThey also integrate external data with your People Operations systems to automatically build comprehensive profiles. SeekOut\u2019s talent marketplace is also designed to help employees find growth opportunities within your company. It\u2019s a platform where employees can find new roles and projects, connect with colleagues, and explore their future career paths without leaving your company
\n\n\n\nWhat\u2019s unique about SeekOut is that they\u2019re combining talent acquisition and management into one platform. It\u2019s a human-driven, AI-assisted technology that uses data-driven insights to understand your employee\u2019s needs and prepare them for the future.
\n\n\n\nThey provide access to hundreds of millions of candidates, including specialized pools, with powerful search capabilities to narrow the list to exact specifications. This isn\u2019t just about saving recruiting time. It\u2019s about ensuring you find the right person for every role\u2014which is a huge cost savings.
\n\n\n\n![\"TextExpander\"](\"https://textexpander.com/wp-content/uploads/te-screenshots-quicksearch-1-560x315.png\")
One tool Amazon and Meta recruiters can definitely agree on is TextExpander.
\n\n\n\n\u201cWhen your goal is to reach out to 50 to 70 people per week, manually typing that is going to take a lot of work, labor, and time. I use TextExpander to draft general templates and then spend a minimal amount of time tweaking those minor things to make it more tailored,\u201d Martin says.
\n\n\n\nCortney first used TextExpander at Indeed, but hadn\u2019t used it for 7 years before arriving at Amazon.
\n\n\n\n\u201cSo now that I\u2019m with Amazon, I\u2019m getting back into the TextExpander swing of things, and oh my gosh, so much has changed for the better. It\u2019s great stuff, all the new advances that you all have,\u201d Cortney says.
\n\n\n\nTextExpander offers a suite of features designed to make life easier for communication with candidates.
\n\n\n\nTextExpander offers faster sourcing without losing the human touch. It enables recruiting teams to respond to candidates quickly, no matter the platform or website as it\u2019s a system-wide tool. This means you can reach out to potential hires faster without sounding like a robot.
\n\n\n\nNext, TextExpander aligns and optimizes communication with candidates. TextExpander ensures that your communication with candidates is efficient and consistent. This helps maintain a professional image and ensures that all candidates receive the same information, reducing the chance of miscommunication.
\n\n\n\nTextExpander also helps eliminate repetitive copy-and-paste responses across platforms. You can create a bank of responses to common questions or inquiries, which can be accessed with a few keystrokes. This not only saves time but also ensures consistency in your communication for inexperienced recruiters
\n\n\n\nIn summary, TextExpander is empowering recruiting teams to work more efficiently. It ensures quick, consistent, and professional communication with candidates and eliminates repetitive tasks. This frees up time for recruiters to focus on the more strategic aspects of the recruitment process. It\u2019s not just about working harder; it\u2019s about working smarter. By using a TextExpander Snippet, teams retain a human voice while having the benefits of automation.
\n\n\n\n\n\n![\"OneNote\"](\"https://textexpander.com/wp-content/uploads/OneNote-1-560x280.jpg\")
When researching candidates, recruiters must make plenty of notes with important details, and Martin mentioned Microsoft OneNote in addition to Meta\u2019s own internal tools for compiling information on candidates. Microsoft OneNote is a versatile tool that allows you to capture, organize, and share notes across all your devices.
\n\n\n\nOneNote is designed for collaboration, making it easy to stay in sync with your team, no matter where you are\u2014hybrid, remote, or in the office. It also supports handwriting and drawing with a stylus or fingertip, and you can convert handwritten notes to typed text later.\u00a0
\n\n\n\nOne of the key features of OneNote is its accessibility. You can access your content from anywhere, even if you\u2019re offline. It works on any device or platform, so you can start on your laptop and update notes on your phone if you\u2019re talking with candidates on the go.
\n\n\n\nOneNote is part of the Microsoft365 family, which means it integrates well with other Office apps. You can shape notes with points pulled from Outlook email or embed an Excel table.\u00a0
\n\n\n\n![\"Google](\"https://textexpander.com/wp-content/uploads/Google-Sheets-560x250.png\")
Google Sheets is an online spreadsheet tool that allows you to create, edit, and collaborate on spreadsheets in real-time from any device\u2014desktop or mobile. It\u2019s part of Google Workspace and is designed to make data-driven decision-making easier and more collaborative. It also happens to be one of the best free recruiting tools.
\n\n\n\n\u201cGoogle Sheets was a big one, whether it was to analyze data or track candidates,\u201d Martin says.
\n\n\n\nGoogle Sheets offers a range of features that can be particularly useful for recruiting and TA teams:
\n\n\n\n![\"Calendly\"](\"https://textexpander.com/wp-content/uploads/Calendly-4-560x315.jpg\")
Recruitment is often a collaboration game, and Calendly is making collaboration a walk in the park. It\u2019s one of the best recruiting scheduling tools. You can share your Calendly availability with your team, allowing them to schedule meetings with candidates without the risk of double-booking.
\n\n\n\nCalendly is all about allowing you to schedule interviews in a flash, significantly cutting down your time to fill with candidates. By eliminating the back-and-forth emails usually part of scheduling interviews, you can focus on the main task: finding the perfect candidate.
\n\n\n\nCalendly integrates with Google Calendar, Microsoft, Outlook, and iCloud, ensuring that your schedule is always up-to-date with open slots. It also integrates with video conferencing tools like Zoom, GoToMeeting, and Google Meet, making it easy to set up virtual interviews.
\n\n\n\nWhile Cortney and Connie don\u2019t use Calendly, they mentioned that many of their peers use it at Amazon for scheduling. However, Marcie Arvelo, our recruiter here at TextExpander, can\u2019t live without it. \u201cI cannot go back.\u201d
\n\n\n\nIn essence, Calendly can be one of the hiring power tools in a recruiter\u2019s arsenal, helping to streamline the scheduling process, improve the candidate experience, and enhance team collaboration. It\u2019s not just about working harder; it\u2019s about working smarter. And with Calendly, you\u2019re well-equipped to do just that.
\n\n\n\n\n\nAs we wrap up, it\u2019s clear that the landscape of recruitment is rapidly changing, and the tools we use need to keep up. From sourcing top-tier talent with HireEZ and SeekOut, to improving communication efficiency with TextExpander and OneNote, to organizing and tracking candidates with Google Sheets, to scheduling interviews with Calendly, the latest technology is playing an increasingly pivotal role in making the talent acquisition and recruiting process more efficient and effective.
These tools are not just about helping recruiters work smarter; they also enhance the candidate experience, which can be a key differentiator in a competitive job market. Whether you\u2019re a seasoned recruiter or just starting out in the field, these tools are worth exploring as you strive to attract, engage, and hire top talent. These aren\u2019t the only tools to use. These are just the \u201cofficial ones.\u201d Plenty of top recruiters from Meta and Amazon leverage Twitter, Medium blogs, conference websites, and Github repos. When you need to find the best candidate\u2014get creative with your sourcing!
\n\n\n\nOverall, it\u2019s not just about working harder; it\u2019s about working smarter. With these tools used by Meta and Amazon, you\u2019re well-equipped to do just that. So, let\u2019s embrace these technological advancements and continue to push the boundaries of what\u2019s possible in recruitment. After all, the future of talent acquisition is here, and it\u2019s 100% digital.
\n\n\n\nDigital recruiting tools help you identify and contact candidates, schedule interviews, construct job postings, and move candidates through the hiring process while remaining compliant.
\n\n\n\nA tool specific to recruiters is an Applicant Tracking System (ATS), which tracks job candidates throughout the hiring process and select the right candidate for the position. Examples of recruitment ATS tools include:
\n\n\n\nAnother important recruitment tool is candidate relationship management (CRM). CRMs are often correlated with sales, but they\u2019re also an invaluable tool for recruiters to build a database of candidate leads. Examples of CRM tools for recruiting include:
\n\n\n\n\n\n\n\nMany ATSes integrate a CRM and vice-versa.
\n\n\n\nMany companies, especially larger ones like Amazon and Meta, build their own free internal tools for their employees to use. However, we identify three of the best three recruiting tools above:
\n\n\n\n![\"4](\"https://textexpander.com/wp-content/uploads/Customer-Service-Characteristics-ROI-featured-600x300.png\")
\nWhat customer service characteristics are most likely to drive ROI for your business? At our recent Virtual Summit, author and CX expert Adrian Swinscoe outlined how to drive ROI through your customer experience strategy. There are 4 characteristics of customer service that can take your customer experience and ROI to the next level.
\n\n\n\nAdrian is a best-selling author, Forbes contributor, speaker, investor, advisor, and host of the Punk CX podcast. His clients have included brands such as Apple, Olympus, HarperCollins, and Nespresso. He is a frequent writer, podcaster, and speaker on all things related to customer service and experience. His books include How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing, Punk CX, and Punk XL.
\n\n\n\nDuring his talk, Adrian listed 13 service characteristics of top companies:
\n\n\n\nIn his presentation, Adrian elaborated on 4 characteristics of customer service.
\n\n\n\nThe most important of the customer service characteristics is a clear vision of your customer experience. But many leaders don\u2019t understand what it means to have a clear vision.
\n\n\n\n\u201cIf I ask people, \u2018What is your vision for your customer service customer experience,\u2019 many people will come up with this assemblage of five or so different kinds of buzzwords they\u2019ll put together. They\u2019ll say, we want it to be omnichannel and AI-enabled and seamless and friction-free and blah blah blah,\u201d Adrian says.
\n\n\n\n\u201cThat\u2019s not really a vision. I don\u2019t really understand what that means for both customers and the people that are trying to do it,\u201d Adrian adds.
\n\n\n\nInstead, Adrian says that companies have to build rich stories explaining what the ideal customer experience should look like. Then your individual team members can read the story and identify where they fit into the customer experience.
\n\n\n\nRead A Punk CX Guide to Customer Experience Strategy for more on Adrian\u2019s tips on translating your vision into business goals.
\n\n\n\nA smooth experience is a key customer experience characteristic. When Adrian speaks of \u201cgrit,\u201d he\u2019s talking about small things that annoy your customers. The best companies are constantly on the hunt to find and remove \u201cgrit\u201d from the user experience.
\n\n\n\n![\"They](\"https://textexpander.com/wp-content/uploads/Customer-service-characteristics-grit-560x315.jpg\")
For example, Adrian highlights blister packs\u2014like the ones some lightbulbs come in\u2014which are notoriously hard to open. There\u2019s even a term for this: wrap rage, which sends thousands of people to the hospital every year.
\n\n\n\n\u201cWe have to be consistently looking for these little bits of grit, these little pebbles that just make our service and experience suboptimal,\u201d Adrian says.
\n\n\n\nAdrian emphasizes making many small improvements in multiple areas of your business.
\n\n\n\n\u201cIf you can make a 1% improvement in 10 areas of your business, that then adds up to quite a lot, rather than actually trying to make a 10% improvement in one area of the business, which is generally quite hard,\u201d Adrian adds.
\n\n\n\nOne of the best customer experience characteristics is to have a great employee experience.
\n\n\n\nAs Adrian explains, CX is a function of EX\u2014employee experience\u2014and WX\u2014which is all of the others that support your business, like suppliers.
\n\n\n\n![\""Employee'](\"https://textexpander.com/wp-content/uploads/Customer-service-characteristics-employee-experience-560x315.jpg\")
A common source of friction for CX employees is the sheer number of tools they need to perform their work. Adrian mentions that RingCentral has said it takes on average between 8 and 12 tools to handle customer service requests.
\n\n\n\n\u201cThat\u2019s complicated,\u201d Adrian says.
\n\n\n\nOne agent told Adrian they needed 40 different tools to do their job.
\n\n\n\n\u201cCan you imagine having 40 different tabs open on a browser to try and do your job? It\u2019s like mind-blowing,\u201d Adrian says.
\n\n\n\nAnd so if you think about that experience for an employee and the barriers and the challenges that they have to go through in order to\u2026deliver a better experience, then there\u2019s a lot of work that we can do to try and help improve that,\u201d Adrian continues.
\n\n\n\nSimply put, if your employees are struggling to do the basics of their job, they\u2019re going to struggle to satisfy customers, and they\u2019re not going to have the extra bandwidth to go above and beyond for an exceptional experience.
\n\n\n\nA great customer experience strategy means not playing catchup. \u201cThe leaders know they need to be proactive by nature. Because traditionally customer support and customer service are always being reactive. We get a question, and we respond to it,\u201d Adrian explains.
\n\n\n\n![\"They](\"https://textexpander.com/wp-content/uploads/Customer-service-characteristics-proactive-560x315.jpg\")
However, he says that\u2019s no longer good enough. By and large, people don\u2019t want to have to contact customer service. They would rather self-serve, but often can\u2019t. As Amazon leadership principles proved, the best service is no service.
\n\n\n\nAdrian says that about 60% of all customer service contacts are because the customer couldn\u2019t find the right information on the company website.
\n\n\n\n\u201cWell figure out what they\u2019re asking for and then put that information up front and help them invest in your self-service tools. That reduces your cost to serve and makes life easier for the customers,\u201d Adrian says.
\n\n\n\nAdrian\u2019s customer service characteristics, especially the 4 characteristics of customer service he emphasized,\u00a0 should give you some idea about how to better direct your customer experience and boost your ROI.
\n\n\n\n![\"23](\"https://textexpander.com/wp-content/uploads/Productivity-Hacks-featured-600x300.png\")
\nIn an era where time has become the most valuable commodity, maximizing productivity is a quest that most individuals embark on, be it in their personal lives or professional environments.\u00a0
\n\n\n\nBut productivity is not merely about getting more things done, it\u2019s about getting the important things done consistently. It is that consistency that transforms ordinary individuals into high achievers. From the CEO managing a multinational corporation to a student preparing for exams, everyone is seeking strategies, tools, and hacks to enhance their productivity.\u00a0
\n\n\n\nThis article uncovers 23 productivity hacks that can help you manage your time more effectively, improve your focus, reduce procrastination, and ultimately, boost your productivity. These hacks are drawn from world-renowned productivity gurus, scientific research, and real-life examples, providing practical, easy-to-implement strategies that can bring a meaningful difference to your life.
\n\n\n\nThe Pomodoro Technique breaks your workday into 25-minute chunks separated by five-minute breaks. This can be used personally for studying, reading, or doing chores, and professionally to complete tasks more efficiently.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Ideal for tasks that require sustained focus. For example, writing a project proposal or report can be done using the Pomodoro Technique to avoid burnout and maintain quality.
\n\n\n\nReference: Cirillo, F. (2018). The Pomodoro Technique: The Acclaimed Time-Management System That Has Transformed How We Work. Currency.
\n\n\n\nThe GTD method revolves around the idea of moving planned tasks and projects out of the mind by recording them externally and then breaking them into actionable work items. This allows one to focus on performing tasks instead of recalling them.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Great for managing multiple tasks or projects. A project manager could use the GTD system to keep track of various tasks and deadlines, ensuring nothing slips through the cracks.
\n\n\n\nReference: Allen, D. (2015). Getting Things Done: The Art of Stress-Free Productivity. Penguin Books.
\n\n\n\nThe rule says that 80% of outcomes come from 20% of inputs. This can be used to prioritize tasks that give the maximum output, both personally and professionally.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Useful for identifying high-impact tasks. A sales team could analyze their sales data to find the 20% of customers generating 80% of revenue, then focus on retaining and satisfying these key customers.
\n\n\n\nReference: Koch, R. (1998). The 80/20 Principle: The Secret of Achieving More with Less. Doubleday.
\n\n\n\nTime blocking involves dividing your day into blocks of time, each dedicated to a specific task. It can be used personally to manage time effectively and professionally to avoid multitasking and increase focus.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Effective for preventing context-switching. A software developer could block off specific time for coding, separate from time for meetings or answering emails, to ensure deep, uninterrupted work time.
\n\n\n\nReference: Newport, C. (2016). Deep Work: Rules for Focused Success in a Distracted World. Grand Central Publishing.
\n\n\n\nThe method involves doing the most challenging task of the day first thing in the morning. It can be used both personally and professionally to get the most stressful tasks out of the way.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Helps tackle challenging tasks head-on. If a team is resistant to begin a difficult task, like a complex data analysis, applying this method encourages them to tackle it first thing in the morning when their energy is fresh.
\n\n\n\nReference: Tracy, B. (2007). Eat That Frog!: 21 Great Ways to Stop Procrastinating and Get More Done in Less Time. Berrett-Koehler Publishers.
\n\n\n\nThe box is a simple decision-making tool that helps you decide on and prioritize tasks by urgency and importance, and can be used in both personal and professional settings.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Ideal for priority management. An executive could use the Eisenhower Box to decide which emails to respond to immediately (urgent and important), which to schedule a response (important, not urgent), which to delegate (urgent, not important), and which to ignore (not urgent, not important).
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/image-4-560x453.png\")
Reference: Clear, J. (n.d.). The Eisenhower Box: Urgent vs. Important. Retrieved July 7, 2023, from https://jamesclear.com/eisenhower-box.
\n\n\n\nTask batching involves grouping similar tasks together to reduce the mental energy required to switch tasks. This can be applied in both personal and professional scenarios to increase productivity.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Improves efficiency in repetitive tasks. An HR personnel could batch tasks like reviewing resumes or conducting interviews to streamline the recruitment process.
\n\n\n\nReference: Kissflow. (n.d.). The Task Batching Method: A Productivity Game Changer. Retrieved July 7, 2023, from https://kissflow.com/digital-workplace/productivity/task-batching-method/
\n\n\n\nIf a task can be done in two minutes or less, do it immediately. This can be applied personally to reduce procrastination and professionally to keep work tasks under control.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Prevents small tasks from piling up. A manager, for instance, could immediately respond to a short email or approve a document if it takes less than two minutes, keeping the workflow smooth.
\n\n\n\nReference: Clear, J. (2018). Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones. Avery.
\n\n\n\nThis strategy promotes focusing on the digital tools that genuinely add value and discarding the ones that distract. It can be applied personally and professionally to reduce digital clutter and distractions.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Ideal for reducing digital distractions. A company could adopt policies minimizing unnecessary digital communication, reducing distraction and improving focus.
\n\n\n\nReference: Newport, C. (2019). Digital Minimalism: Choosing a Focused Life in a Noisy World. Portfolio.
\n\n\n\nCreating checklists for complex tasks can prevent mistakes and foster creativity. It can be applied personally and professionally to ensure nothing is overlooked.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Reduces errors in complex processes. An operations team could use checklists to ensure all steps are followed in a manufacturing process, reducing defects and ensuring quality.
\n\n\n\nReferences: Gawande, A. (2011). The Checklist Manifesto: How to Get Things Right. Metropolitan Books.
\n\n\n\nMind mapping is a visual tool to organize thoughts, ideas, or tasks radiating from a central idea. It can be used personally for brainstorming, note-taking, or planning and professionally to manage projects or meetings.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Effective for brainstorming and idea generation. A marketing team could use mind maps to generate and visually explore ideas for a new promotional campaign.
\n\n\n\nReference: Buzan, T. (2002). How to Mind Map: The Ultimate Thinking Tool That Will Change Your Life. Thorsons.
\n\n\n\nKanban is a productivity tool that visualizes an individual\u2019s or team\u2019s work at various stages of a process using cards and columns. It can be applied personally for tracking goals and professionally for project management.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Ideal for project management. A development team could use a Kanban board to visualize the stages of their software development process, tracking tasks from \u201cto do\u201d to \u201cdone.\u201d
\n\n\n\nReference: Anderson, D. J. (2010). Kanban: Successful Evolutionary Change for Your Technology Business. Blue Hole Press.
\n\n\n\nBullet Journaling involves keeping a systematic written record of thoughts, tasks, and events to track and manage them effectively. It can be used personally to manage daily activities and professionally to manage work-related tasks and ideas.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Great for managing tasks and taking notes. A product manager could use a bullet journal to keep track of meetings, deadlines, and ideas in one place.
\n\n\n\nReference: Carroll, R. (2018). The Bullet Journal Method: Track the Past, Order the Present, Design the Future. Portfolio.
\n\n\n\nWhenever you have an instinct to act on a goal, count 5-4-3-2-1 to activate your prefrontal cortex and interrupt the habit of overthinking, self-doubt, and fear. It can be used personally and professionally to enhance decision-making and productivity.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Useful for decision-making. A leader could use this rule to quickly make decisions, avoiding procrastination and fostering a culture of swift, decisive action.
\n\n\n\nReference: Robbins, M. (2017). The 5 Second Rule: Transform Your Life, Work, and Confidence with Everyday Courage. Savio Republic.
\n\n\n\nThis law states that work expands to fill the time allotted for it. Setting stricter deadlines can help get tasks done more quickly. It can be used personally to manage time effectively and professionally to meet project timelines.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Helps to prevent excessive time spent on tasks. A team could set tight but achievable deadlines for tasks to ensure efficient use of time and rapid progress.
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/kanban-zone-parkinsons-560x448.jpg\")
References: Parkinson, C. N. (1957). Parkinson\u2019s Law: The Pursuit of Progress. John Murray.
Weje. (n.d.). Understanding Parkinson\u2019s Law: How to Be More Productive. Retrieved July 7, 2023, from https://weje.io/blog/parkinsons-law
Active listening involves fully focusing, understanding, and responding to a speaker, promoting better communication. This can be applied in professional settings to improve relationships and understanding with colleagues and clients.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Essential for client relationships and team communication. A customer service representative could use active listening to fully understand a customer\u2019s needs and provide effective solutions.
\n\n\n\nReferences: Brownell, J. (2010). Active Listening: Improve Your Ability to Listen and Lead. Center for Creative Leadership.
\n\n\n\nThe 4Ds of time management help in decision-making for tasks, determining whether they should be done immediately, deferred for later, delegated to someone else, or deleted altogether. This can be applied in both personal and professional scenarios for effective time management.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Ideal for task prioritization. A business owner could use this method to manage their tasks, delegating non-core tasks to focus on strategic decisions.
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/4-Ds-time-management-560x374.jpg\")
Reference: ProductPlan. (n.d.). 4 D\u2019s of Time Management: Do, Delegate, Defer, Delete. Retrieved July 7, 2023, from https://www.productplan.com/glossary/4-ds-of-time-management
\n\n\n\nThis strategy emphasizes focusing on the one critical task that will make everything else easier or unnecessary. This can be applied in personal life for goal setting and in professional life for project prioritization.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Helps identify key tasks. A business could use this strategy to focus on the one product feature, marketing channel, or customer segment that will generate the most value.
\n\n\n\nReference: Keller, G., Papasan, J. (2013). The ONE Thing: The Surprisingly Simple Truth Behind Extraordinary Results. Bard Press.
\n\n\n\nDeep Work involves focusing without distraction on a cognitively demanding task. It can be applied personally for studying or learning a new skill, and professionally to accomplish complex tasks.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Ideal for tasks requiring intense focus. A writer or designer could use deep work blocks to create high-quality content or designs without distraction.
\n\n\n\nReference: Newport, C. (2016). Deep Work: Rules for Focused Success in a Distracted World. Grand Central Publishing.
\n\n\n\nRegular practice of meditation and mindfulness can help improve focus and reduce stress. This can be applied personally for overall well-being and professionally to improve concentration and productivity.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Boosts focus and reduces stress. Companies could encourage employees to practice mindfulness, leading to increased productivity and better workplace well-being.
\n\n\n\nReference: Kabat-Zinn, J. (1990). Full Catastrophe Living: Using the Wisdom of Your Body and Mind to Face Stress, Pain, and Illness. Delta.
\n\n\n\nRegular physical activity can boost mood, improve cognitive function, and reduce stress, thereby improving productivity. This can be applied both personally and professionally to maintain a balanced lifestyle.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Boosts energy and reduces stress. Companies could encourage physical activity through initiatives like walking meetings, fitness challenges, or subsidized gym memberships.
\n\n\n\nReference: Ratey, J. J., Hagerman, E. (2008). Spark: The Revolutionary New Science of Exercise and the Brain. Little, Brown Spark.
\n\n\n\nFocusing on one task at a time, rather than multitasking, can lead to more efficient and error-free results. This can be applied both personally and professionally to increase productivity.
\n\n\n\nApplication:
\n\n\n\nReal-world business example: Reduces errors and increases efficiency. An accountant could use single-tasking to ensure accuracy during a detailed financial audit.
\n\n\n\nReference: Rosen, C. (2008). The Myth of Multitasking. New Atlantis.
\n\n\n\nTextExpander is a productivity tool that allows you to create custom keyboard shortcuts for frequently used text strings. This could be anything from email templates, to coded snippets, to simple things like your email address or phone number. By creating shortcuts for these, TextExpander helps you save time and improve efficiency.
\n\n\n\nApplication to real-world business: In a business setting, TextExpander can be used to streamline a wide variety of tasks. For instance, customer service representatives can create shortcuts for common customer queries, enabling them to respond quickly and efficiently.
Marketing teams can create shortcuts for commonly used language or phrases in their promotional materials, ensuring consistency across platforms. Even in coding and software development, TextExpander can be useful for creating shortcuts for common lines of code, thereby speeding up the development process.
In conclusion, enhancing productivity is not a one-size-fits-all journey, but rather a personal endeavor that requires understanding your unique working style and adapting these hacks to fit it.
\n\n\n\nWhile these 23 productivity hacks provide a broad range of tools and strategies to boost efficiency, it\u2019s important to remember that true productivity is about balance. It\u2019s not just about cramming more tasks into your day, but also about ensuring that you take care of your physical and mental well-being. Regular breaks, adequate sleep, a healthy diet, and regular exercise are just as important for maintaining productivity. After all, our ultimate goal is to live a productive life, not just a busy one.
\n\n\n\nSo, give these hacks a try, experiment with what works best for you, and remember to enjoy the journey toward becoming a more productive version of yourself.
\n", "content_text": "In an era where time has become the most valuable commodity, maximizing productivity is a quest that most individuals embark on, be it in their personal lives or professional environments.\u00a0\n\n\n\nBut productivity is not merely about getting more things done, it\u2019s about getting the important things done consistently. It is that consistency that transforms ordinary individuals into high achievers. From the CEO managing a multinational corporation to a student preparing for exams, everyone is seeking strategies, tools, and hacks to enhance their productivity.\u00a0\n\n\n\nThis article uncovers 23 productivity hacks that can help you manage your time more effectively, improve your focus, reduce procrastination, and ultimately, boost your productivity. These hacks are drawn from world-renowned productivity gurus, scientific research, and real-life examples, providing practical, easy-to-implement strategies that can bring a meaningful difference to your life.\n\n\n\n1. The Pomodoro Technique\n\n\n\nThe Pomodoro Technique breaks your workday into 25-minute chunks separated by five-minute breaks. This can be used personally for studying, reading, or doing chores, and professionally to complete tasks more efficiently.\n\n\n\nApplication:\n\n\n\n\nStep 1: Identify a task you want to work on.\n\n\n\nStep 2: Set a timer for 25 minutes.\n\n\n\nStep 3: Work on the task until the timer goes off.\n\n\n\nStep 4: Take a five-minute break.\n\n\n\nStep 5: Repeat. After four \u201cpomodoros,\u201d take a longer break of 15 to 30 minutes.\n\n\n\n\nReal-world business example: Ideal for tasks that require sustained focus. For example, writing a project proposal or report can be done using the Pomodoro Technique to avoid burnout and maintain quality.\n\n\n\n\n\n\n\n\n\nReference: Cirillo, F. (2018). The Pomodoro Technique: The Acclaimed Time-Management System That Has Transformed How We Work. Currency.\n\n\n\n2. Getting Things Done (GTD)\n\n\n\nThe GTD method revolves around the idea of moving planned tasks and projects out of the mind by recording them externally and then breaking them into actionable work items. This allows one to focus on performing tasks instead of recalling them.\n\n\n\nApplication:\n\n\n\n\nStep 1: Capture everything that has your attention.\n\n\n\nStep 2: Clarify the things you have to do.\n\n\n\nStep 3: Organize those actionable items by category and priority.\n\n\n\nStep 4: Reflect on your to-do list, updating it as needed.\n\n\n\nStep 5: Engage and start working through your tasks.\n\n\n\n\nReal-world business example: Great for managing multiple tasks or projects. A project manager could use the GTD system to keep track of various tasks and deadlines, ensuring nothing slips through the cracks.\n\n\n\n\n\n\n\n\n\nReference: Allen, D. (2015). Getting Things Done: The Art of Stress-Free Productivity. Penguin Books.\n\n\n\n3. 80/20 Rule (Pareto Principle)\n\n\n\nThe rule says that 80% of outcomes come from 20% of inputs. This can be used to prioritize tasks that give the maximum output, both personally and professionally.\n\n\n\nApplication:\n\n\n\n\nStep 1: List all of your tasks.\n\n\n\nStep 2: Identify the tasks that produce the most significant results.\n\n\n\nStep 3: Focus on those high-value tasks and delegate or eliminate the rest.\n\n\n\n\nReal-world business example: Useful for identifying high-impact tasks. A sales team could analyze their sales data to find the 20% of customers generating 80% of revenue, then focus on retaining and satisfying these key customers.\n\n\n\n\n\n\n\n\n\nReference: Koch, R. (1998). The 80/20 Principle: The Secret of Achieving More with Less. Doubleday.\n\n\n\n4. Time Blocking\n\n\n\nTime blocking involves dividing your day into blocks of time, each dedicated to a specific task. It can be used personally to manage time effectively and professionally to avoid multitasking and increase focus.\n\n\n\nApplication:\n\n\n\n\nStep 1: List all of your tasks for the day.\n\n\n\nStep 2: Prioritize your tasks from most to least important.\n\n\n\nStep 3: Allocate specific time slots for each task in your calendar.\n\n\n\nStep 4: Follow your calendar strictly, working on each task during its designated time.\n\n\n\n\nReal-world business example: Effective for preventing context-switching. A software developer could block off specific time for coding, separate from time for meetings or answering emails, to ensure deep, uninterrupted work time.\n\n\n\n\n\n\n\n\n\nReference: Newport, C. (2016). Deep Work: Rules for Focused Success in a Distracted World. Grand Central Publishing.\n\n\n\n5. Eat That Frog\n\n\n\nThe method involves doing the most challenging task of the day first thing in the morning. It can be used both personally and professionally to get the most stressful tasks out of the way.\n\n\n\nApplication:\n\n\n\n\nStep 1: Look at your tasks and identify the most challenging one.\n\n\n\nStep 2: Do that task first, before you get buried in other less critical tasks.\n\n\n\nStep 3: Once the hardest task is done, proceed with the next difficult task.\n\n\n\n\nReal-world business example: Helps tackle challenging tasks head-on. If a team is resistant to begin a difficult task, like a complex data analysis, applying this method encourages them to tackle it first thing in the morning when their energy is fresh.\n\n\n\nReference: Tracy, B. (2007). Eat That Frog!: 21 Great Ways to Stop Procrastinating and Get More Done in Less Time. Berrett-Koehler Publishers.\n\n\n\n6. The Eisenhower Box\n\n\n\nThe box is a simple decision-making tool that helps you decide on and prioritize tasks by urgency and importance, and can be used in both personal and professional settings.\n\n\n\nApplication:\n\n\n\n\nStep 1: List all of your tasks.\n\n\n\nStep 2: Determine if a task is urgent, important, both, or neither.\n\n\n\nStep 3: Do urgent and important tasks immediately. Schedule important but not urgent tasks. Delegate urgent but not important tasks. Eliminate tasks that are neither urgent nor important.\n\n\n\n\nReal-world business example: Ideal for priority management. An executive could use the Eisenhower Box to decide which emails to respond to immediately (urgent and important), which to schedule a response (important, not urgent), which to delegate (urgent, not important), and which to ignore (not urgent, not important).\n\n\n\n\n\n\n\nReference: Clear, J. (n.d.). The Eisenhower Box: Urgent vs. Important. Retrieved July 7, 2023, from https://jamesclear.com/eisenhower-box.\n\n\n\n7. Task Batching\n\n\n\nTask batching involves grouping similar tasks together to reduce the mental energy required to switch tasks. This can be applied in both personal and professional scenarios to increase productivity.\n\n\n\nApplication:\n\n\n\n\nStep 1: Identify tasks that are similar or require the same resources.\n\n\n\nStep 2: Group these tasks together.\n\n\n\nStep 3: Schedule specific time blocks to complete these batches of tasks.\n\n\n\n\nReal-world business example: Improves efficiency in repetitive tasks. An HR personnel could batch tasks like reviewing resumes or conducting interviews to streamline the recruitment process.\n\n\n\n\n\n\n\n\n\nReference: Kissflow. (n.d.). The Task Batching Method: A Productivity Game Changer. Retrieved July 7, 2023, from https://kissflow.com/digital-workplace/productivity/task-batching-method/\n\n\n\n8. The Two-Minute Rule\n\n\n\nIf a task can be done in two minutes or less, do it immediately. This can be applied personally to reduce procrastination and professionally to keep work tasks under control.\n\n\n\nApplication:\n\n\n\n\nStep 1: When a new task comes up, estimate how long it will take.\n\n\n\nStep 2: If it can be done in two minutes or less, do it immediately.\n\n\n\nStep 3: If it will take longer, add it to your task list or schedule it for later.\n\n\n\n\nReal-world business example: Prevents small tasks from piling up. A manager, for instance, could immediately respond to a short email or approve a document if it takes less than two minutes, keeping the workflow smooth.\n\n\n\nReference: Clear, J. (2018). Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones. Avery.\n\n\n\n9. Digital Minimalism\n\n\n\nThis strategy promotes focusing on the digital tools that genuinely add value and discarding the ones that distract. It can be applied personally and professionally to reduce digital clutter and distractions.\n\n\n\nApplication:\n\n\n\n\nStep 1: Identify the digital tools that you use most frequently.\n\n\n\nStep 2: For each tool, assess if it genuinely adds value or just serves as a distraction.\n\n\n\nStep 3: Minimize the use of distracting tools or replace them with less distracting alternatives.\n\n\n\n\nReal-world business example: Ideal for reducing digital distractions. A company could adopt policies minimizing unnecessary digital communication, reducing distraction and improving focus.\n\n\n\n\n\n\n\n\n\nReference: Newport, C. (2019). Digital Minimalism: Choosing a Focused Life in a Noisy World. Portfolio.\n\n\n\n10. The Checklist Manifesto\n\n\n\nCreating checklists for complex tasks can prevent mistakes and foster creativity. It can be applied personally and professionally to ensure nothing is overlooked.\n\n\n\nApplication:\n\n\n\n\nStep 1: For a complex task, break it down into smaller steps.\n\n\n\nStep 2: Write down these steps in the form of a checklist.\n\n\n\nStep 3: As you work through the task, check off each step as it\u2019s completed.\n\n\n\n\nReal-world business example: Reduces errors in complex processes. An operations team could use checklists to ensure all steps are followed in a manufacturing process, reducing defects and ensuring quality.\n\n\n\nReferences: Gawande, A. (2011). The Checklist Manifesto: How to Get Things Right. Metropolitan Books.\n\n\n\n11. Mind Mapping\n\n\n\nMind mapping is a visual tool to organize thoughts, ideas, or tasks radiating from a central idea. It can be used personally for brainstorming, note-taking, or planning and professionally to manage projects or meetings.\n\n\n\nApplication:\n\n\n\n\nStep 1: Identify the central idea or problem.\n\n\n\nStep 2: Generate main ideas that stem from the central idea.\n\n\n\nStep 3: For each main idea, come up with sub-ideas or tasks.\n\n\n\nStep 4: Use lines and colors to connect and categorize ideas and tasks.\n\n\n\n\nReal-world business example: Effective for brainstorming and idea generation. A marketing team could use mind maps to generate and visually explore ideas for a new promotional campaign.\n\n\n\n\n\n\n\n\n\nReference: Buzan, T. (2002). How to Mind Map: The Ultimate Thinking Tool That Will Change Your Life. Thorsons.\n\n\n\n12. Kanban\n\n\n\nKanban is a productivity tool that visualizes an individual\u2019s or team\u2019s work at various stages of a process using cards and columns. It can be applied personally for tracking goals and professionally for project management.\n\n\n\nApplication:\n\n\n\n\nStep 1: Visualize your work stages (e.g., to-do, in progress, done).\n\n\n\nStep 2: For each task, write a card and place it in the appropriate column.\n\n\n\nStep 3: As work progresses, move the cards between columns.\n\n\n\n\nReal-world business example: Ideal for project management. A development team could use a Kanban board to visualize the stages of their software development process, tracking tasks from \u201cto do\u201d to \u201cdone.\u201d\n\n\n\n\n\n\n\n\n\nReference: Anderson, D. J. (2010). Kanban: Successful Evolutionary Change for Your Technology Business. Blue Hole Press.\n\n\n\n13. Bullet Journaling\n\n\n\nBullet Journaling involves keeping a systematic written record of thoughts, tasks, and events to track and manage them effectively. It can be used personally to manage daily activities and professionally to manage work-related tasks and ideas.\n\n\n\nApplication:\n\n\n\n\nStep 1: Get a notebook and divide it into sections: index, future log, monthly log, and daily log.\n\n\n\nStep 2: Fill each section according to its purpose (e.g., daily log for daily tasks and notes).\n\n\n\nStep 3: Use the index to keep track of your content.\n\n\n\n\nReal-world business example: Great for managing tasks and taking notes. A product manager could use a bullet journal to keep track of meetings, deadlines, and ideas in one place.\n\n\n\n\n\n\n\n\n\nReference: Carroll, R. (2018). The Bullet Journal Method: Track the Past, Order the Present, Design the Future. Portfolio.\n\n\n\n14. The Five-Second Rule\n\n\n\nWhenever you have an instinct to act on a goal, count 5-4-3-2-1 to activate your prefrontal cortex and interrupt the habit of overthinking, self-doubt, and fear. It can be used personally and professionally to enhance decision-making and productivity.\n\n\n\nApplication:\n\n\n\n\nStep 1: When you have an instinct to act on a goal, start counting backward, 5-4-3-2-1.\n\n\n\nStep 2: When you reach \u201c1,\u201d physically move to act on your goal.\n\n\n\n\nReal-world business example: Useful for decision-making. A leader could use this rule to quickly make decisions, avoiding procrastination and fostering a culture of swift, decisive action.\n\n\n\nReference: Robbins, M. (2017). The 5 Second Rule: Transform Your Life, Work, and Confidence with Everyday Courage. Savio Republic.\n\n\n\n15. Parkinson\u2019s Law\n\n\n\nThis law states that work expands to fill the time allotted for it. Setting stricter deadlines can help get tasks done more quickly. It can be used personally to manage time effectively and professionally to meet project timelines.\n\n\n\nApplication:\n\n\n\n\nStep 1: Set a deadline for a task that\u2019s shorter than the time you think you\u2019ll need.\n\n\n\nStep 2: Work to complete the task within this time limit.\n\n\n\n\nReal-world business example: Helps to prevent excessive time spent on tasks. A team could set tight but achievable deadlines for tasks to ensure efficient use of time and rapid progress.\n\n\n\n\n\n\n\nReferences: Parkinson, C. N. (1957). Parkinson\u2019s Law: The Pursuit of Progress. John Murray.Weje. (n.d.). Understanding Parkinson\u2019s Law: How to Be More Productive. Retrieved July 7, 2023, from https://weje.io/blog/parkinsons-law\n\n\n\n16. Active Listening\n\n\n\nActive listening involves fully focusing, understanding, and responding to a speaker, promoting better communication. This can be applied in professional settings to improve relationships and understanding with colleagues and clients.\n\n\n\nApplication:\n\n\n\n\nStep 1: When someone is speaking, focus entirely on what they\u2019re saying.\n\n\n\nStep 2: Show that you\u2019re listening with nods and affirmations.\n\n\n\nStep 3: Provide feedback to the speaker to confirm understanding.\n\n\n\n\nReal-world business example: Essential for client relationships and team communication. A customer service representative could use active listening to fully understand a customer\u2019s needs and provide effective solutions.\n\n\n\n\n\n\n\n\n\nReferences: Brownell, J. (2010). Active Listening: Improve Your Ability to Listen and Lead. Center for Creative Leadership.\n\n\n\n17. The 4Ds of Time Management (Delete, Delegate, Defer, Do)\n\n\n\nThe 4Ds of time management help in decision-making for tasks, determining whether they should be done immediately, deferred for later, delegated to someone else, or deleted altogether. This can be applied in both personal and professional scenarios for effective time management.\n\n\n\nApplication:\n\n\n\n\nStep 1: List all your tasks.\n\n\n\nStep 2: Decide for each task: do it now (if it takes less than two minutes), delegate it (if someone else can do it), defer it (if it can be done later), or delete it (if it\u2019s not important).\n\n\n\n\nReal-world business example: Ideal for task prioritization. A business owner could use this method to manage their tasks, delegating non-core tasks to focus on strategic decisions.\n\n\n\n\n\n\n\nReference: ProductPlan. (n.d.). 4 D\u2019s of Time Management: Do, Delegate, Defer, Delete. Retrieved July 7, 2023, from https://www.productplan.com/glossary/4-ds-of-time-management\n\n\n\n18. The ONE Thing\n\n\n\nThis strategy emphasizes focusing on the one critical task that will make everything else easier or unnecessary. This can be applied in personal life for goal setting and in professional life for project prioritization.\n\n\n\nApplication:\n\n\n\n\nStep 1: Look at your to-do list and ask, \u201cWhat\u2019s the ONE Thing I can do such that by doing it everything else will be easier or unnecessary?\u201d\n\n\n\nStep 2: Do that one thing first.\n\n\n\n\nReal-world business example: Helps identify key tasks. A business could use this strategy to focus on the one product feature, marketing channel, or customer segment that will generate the most value.\n\n\n\n\n\n\n\n\n\nReference: Keller, G., Papasan, J. (2013). The ONE Thing: The Surprisingly Simple Truth Behind Extraordinary Results. Bard Press.\n\n\n\n19. Deep Work\n\n\n\nDeep Work involves focusing without distraction on a cognitively demanding task. It can be applied personally for studying or learning a new skill, and professionally to accomplish complex tasks.\n\n\n\nApplication:\n\n\n\n\nStep 1: Schedule a block of time for high-concentration tasks.\n\n\n\nStep 2: Eliminate or minimize potential distractions.\n\n\n\nStep 3: Work on the task for the scheduled period without interruption.\n\n\n\n\nReal-world business example: Ideal for tasks requiring intense focus. A writer or designer could use deep work blocks to create high-quality content or designs without distraction.\n\n\n\n\n\n\n\n\n\nReference: Newport, C. (2016). Deep Work: Rules for Focused Success in a Distracted World. Grand Central Publishing.\n\n\n\n20. Meditation and Mindfulness\n\n\n\nRegular practice of meditation and mindfulness can help improve focus and reduce stress. This can be applied personally for overall well-being and professionally to improve concentration and productivity.\n\n\n\nApplication:\n\n\n\n\nStep 1: Schedule a regular time each day for mindfulness or meditation.\n\n\n\nStep 2: Practice focusing your attention on your breath or a chosen word or phrase.\n\n\n\nStep 3: When distractions occur, gently bring your focus back without judgment.\n\n\n\n\nReal-world business example: Boosts focus and reduces stress. Companies could encourage employees to practice mindfulness, leading to increased productivity and better workplace well-being.\n\n\n\nReference: Kabat-Zinn, J. (1990). Full Catastrophe Living: Using the Wisdom of Your Body and Mind to Face Stress, Pain, and Illness. Delta.\n\n\n\n21. Physical Activity\n\n\n\nRegular physical activity can boost mood, improve cognitive function, and reduce stress, thereby improving productivity. This can be applied both personally and professionally to maintain a balanced lifestyle.\n\n\n\nApplication:\n\n\n\n\nStep 1: Schedule regular times for physical activity during your week.\n\n\n\nStep 2: Choose activities that you enjoy and can do consistently.\n\n\n\nStep 3: Stick to your exercise schedule.\n\n\n\n\nReal-world business example: Boosts energy and reduces stress. Companies could encourage physical activity through initiatives like walking meetings, fitness challenges, or subsidized gym memberships.\n\n\n\nReference: Ratey, J. J., Hagerman, E. (2008). Spark: The Revolutionary New Science of Exercise and the Brain. Little, Brown Spark.\n\n\n\n22. Single-Tasking\n\n\n\nFocusing on one task at a time, rather than multitasking, can lead to more efficient and error-free results. This can be applied both personally and professionally to increase productivity.\n\n\n\nApplication:\n\n\n\n\nStep 1: Identify a task you need to complete.\n\n\n\nStep 2: Remove potential distractions.\n\n\n\nStep 3: Work on the task until it\u2019s completed or until a scheduled break time.\n\n\n\n\nReal-world business example: Reduces errors and increases efficiency. An accountant could use single-tasking to ensure accuracy during a detailed financial audit.\n\n\n\n\n\n\n\n\n\nReference: Rosen, C. (2008). The Myth of Multitasking. New Atlantis.\n\n\n\n23. Use of TextExpander as a productivity tool and software\n\n\n\nTextExpander is a productivity tool that allows you to create custom keyboard shortcuts for frequently used text strings. This could be anything from email templates, to coded snippets, to simple things like your email address or phone number. By creating shortcuts for these, TextExpander helps you save time and improve efficiency.\n\n\n\nApplication to real-world business: In a business setting, TextExpander can be used to streamline a wide variety of tasks. For instance, customer service representatives can create shortcuts for common customer queries, enabling them to respond quickly and efficiently. Marketing teams can create shortcuts for commonly used language or phrases in their promotional materials, ensuring consistency across platforms. Even in coding and software development, TextExpander can be useful for creating shortcuts for common lines of code, thereby speeding up the development process.\n\n\n\n\n\n\n\n\n\nIn conclusion, enhancing productivity is not a one-size-fits-all journey, but rather a personal endeavor that requires understanding your unique working style and adapting these hacks to fit it.\n\n\n\nWhile these 23 productivity hacks provide a broad range of tools and strategies to boost efficiency, it\u2019s important to remember that true productivity is about balance. It\u2019s not just about cramming more tasks into your day, but also about ensuring that you take care of your physical and mental well-being. Regular breaks, adequate sleep, a healthy diet, and regular exercise are just as important for maintaining productivity. After all, our ultimate goal is to live a productive life, not just a busy one.\n\n\n\nSo, give these hacks a try, experiment with what works best for you, and remember to enjoy the journey toward becoming a more productive version of yourself.", "date_published": "2023-07-20T07:00:00-07:00", "date_modified": "2023-07-12T13:54:00-07:00", "authors": [ { "name": "Diana Prodan", "url": "https://textexpander.com/author/diana-prodan", "avatar": "https://secure.gravatar.com/avatar/0d4cdd0cfd0ae20271b9b2b41599207f?s=512&d=retro&r=g" } ], "author": { "name": "Diana Prodan", "url": "https://textexpander.com/author/diana-prodan", "avatar": "https://secure.gravatar.com/avatar/0d4cdd0cfd0ae20271b9b2b41599207f?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/Productivity-Hacks-featured.png", "tags": [ "productivity", "Blog", "Maximizing Productivity", "Personal Optimization" ], "summary": "Need to get more done? Here are 23 productivity hacks to maximize your potential in 2023." }, { "id": "https://textexpander.com/?p=10909", "url": "https://textexpander.com/blog/5-steps-to-declutter-your-digital-life", "title": "How to Digital Declutter in 2023", "content_html": "![\"How](\"https://textexpander.com/wp-content/uploads/2019/09/te-blog-apps-600x400.jpg\")
\nIt can be hard to keep on top of all the apps, files, photos and emails on our devices. Mess means stress and you don\u2019t have to be a digital hoarder for your devices to need a declutter. There are benefits to decluttering too\u2014a clean, uncluttered space can leave us feeling energized, relaxed and maybe even more confident. Here\u2019s how to get your digital life in order.
\n\n\n\nHere\u2019s a quick digital declutter checklist to follow:
\n\n\n\n![\"infographic](\"https://textexpander.com/wp-content/uploads/2019/09/te-blog-infographic-declutter-1200x3246.png\")
Let\u2019s dive into the details of how to organize digital files.
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/2019/09/te-blog-desk-1200x1794.jpg\")
To organize your computer you need to file logically, delete unwanted files and put systems in place to keep things in order.
\n\n\n\nGive your files logical names organized in a logical folder structure. For example:
\n\n\n\nWork Documents > Graphic Design > Clients > Harry Miller > Final Logo Designs
\n\n\n\nName files consistently for easy searching and to avoid sending the wrong attachments. Try to keep your desktop clear by scheduling regular clear-ups and remember to backup your data!
\n\n\n\nHere\u2019s a digital decluttering tip for neatly naming files: start filenames with the current date in the ISO 8601 format, which keeps files neatly and consistently organized. It look like this: 2023-12-25, with a four-digit year followed by a dash, two-digit month followed by another dash, and then the day of the month. If you use TextExpander, install the Sample Date Formats public group and type filedate to automatically add the date to your filenames.
Check out our post \u2018Goals Series: Organize Your Computer\u2019 for a full computer organization checklist.
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/2019/09/te-blog-apps-1200x800.jpg\")
Before you decide which home screen arrangement philosophy you believe in, you need to delete apps you don\u2019t need and unsubscribe from services you don\u2019t use.
\n\n\n\nOnce you\u2019ve deleted those experimental email apps and long-forgotten what-ever-they-weres, it\u2019s important to set a time to review what\u2019s on your device. Future clean ups can be anywhere from once a month to once a year, it just depends on how frequently you download new apps.
\n\n\n\nRemember, deleting the app won\u2019t cancel a rolling subscription. Here\u2019s how to unsubscribe to apps on Android and iOS.
\n\n\n\nThere are many ways to organize your home screen, including:
\n\n\n\nIf you use an iPhone, be sure to take advantage of the App Library feature, which lets you remove apps from your Home screen without deleting them.
\n\n\n\nSee our post, \u2018Goals Series: Organize Your Smartphone Apps\u2019, for an overview of home screen arrangement methods and a full app organization checklist.
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/2019/09/te-blog-camera-1200x900.jpg\")
Cull your photos to a more manageable collection by deleting duplicates, screenshots and blurry images. Then it\u2019s time to pick your favorites, file them neatly and set rules to keep them that way.
\n\n\n\nFound a real gem? Put it on display!
\n\n\n\nCheck out our post \u2018Goals Series: Organize Your Digital Photos\u2019 for the full checklist to rescue your good photos from Camera Roll oblivion.
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/2019/09/te-blog-trash-1200x800.jpg\")
Email can get overwhelming and fast. Useful tips such as doing mass deletion of emails you\u2019ll never read and unsubscribing when you get something unwanted can help you reach the dream of Inbox Zero.
\n\n\n\nThomas Frank weighs in on his email tips in this helpful video:
\n\n\n\nThere are numerous note-taking apps on the market, but we\u2019ll offer some general suggestions that work in most note apps:
\n\n\n\nWhat do you do to keep your digital life organized? Let us know @TextExpander and in our group on Facebook.
\n", "content_text": "It can be hard to keep on top of all the apps, files, photos and emails on our devices. Mess means stress and you don\u2019t have to be a digital hoarder for your devices to need a declutter. There are benefits to decluttering too\u2014a clean, uncluttered space can leave us feeling energized, relaxed and maybe even more confident. Here\u2019s how to get your digital life in order.\n\n\n\nDigital Decluttering Checklist\n\n\n\nHere\u2019s a quick digital declutter checklist to follow:\n\n\n\n\n\n\n\nLet\u2019s dive into the details of how to organize digital files.\n\n\n\n1. Organize digital files\n\n\n\n\n\n\n\nTo organize your computer you need to file logically, delete unwanted files and put systems in place to keep things in order.\n\n\n\nFiling, naming, and don\u2019t forget backups!\n\n\n\nGive your files logical names organized in a logical folder structure. For example:\n\n\n\nWork Documents > Graphic Design > Clients > Harry Miller > Final Logo Designs\n\n\n\nName files consistently for easy searching and to avoid sending the wrong attachments. Try to keep your desktop clear by scheduling regular clear-ups and remember to backup your data!\n\n\n\nHere\u2019s a digital decluttering tip for neatly naming files: start filenames with the current date in the ISO 8601 format, which keeps files neatly and consistently organized. It look like this: 2023-12-25, with a four-digit year followed by a dash, two-digit month followed by another dash, and then the day of the month. If you use TextExpander, install the Sample Date Formats public group and type filedate to automatically add the date to your filenames.\n\n\n\nCheck out our post \u2018Goals Series: Organize Your Computer\u2019 for a full computer organization checklist.\n\n\n\n2. Organize your apps\n\n\n\n\n\n\n\nBefore you decide which home screen arrangement philosophy you believe in, you need to delete apps you don\u2019t need and unsubscribe from services you don\u2019t use. \n\n\n\nDelete and unsubscribe\n\n\n\nOnce you\u2019ve deleted those experimental email apps and long-forgotten what-ever-they-weres, it\u2019s important to set a time to review what\u2019s on your device. Future clean ups can be anywhere from once a month to once a year, it just depends on how frequently you download new apps.\n\n\n\nRemember, deleting the app won\u2019t cancel a rolling subscription. Here\u2019s how to unsubscribe to apps on Android and iOS. \n\n\n\n3. Arrange your Home screen\n\n\n\nThere are many ways to organize your home screen, including:\n\n\n\n\nOne Page Per Category\n\n\n\nCategory Lines: 3 Apps, 1 Folder\n\n\n\nVerb Name Folders\n\n\n\nReachability\n\n\n\nMinimalistic One Page Home Screen\n\n\n\n\nIf you use an iPhone, be sure to take advantage of the App Library feature, which lets you remove apps from your Home screen without deleting them.\n\n\n\n\n\n\n\n\n\nSee our post, \u2018Goals Series: Organize Your Smartphone Apps\u2019, for an overview of home screen arrangement methods and a full app organization checklist.\n\n\n\n4. Organize digital pictures\n\n\n\n\n\n\n\nCull your photos to a more manageable collection by deleting duplicates, screenshots and blurry images. Then it\u2019s time to pick your favorites, file them neatly and set rules to keep them that way.\n\n\n\nFound a real gem? Put it on display!\n\n\n\nCheck out our post \u2018Goals Series: Organize Your Digital Photos\u2019 for the full checklist to rescue your good photos from Camera Roll oblivion.\n\n\n\n5. Deal with email\n\n\n\n\n\n\n\nEmail can get overwhelming and fast. Useful tips such as doing mass deletion of emails you\u2019ll never read and unsubscribing when you get something unwanted can help you reach the dream of Inbox Zero.\n\n\n\nThomas Frank weighs in on his email tips in this helpful video:\n\n\n\n\n\n\n\n\n\nOrganize digital notes\n\n\n\nThere are numerous note-taking apps on the market, but we\u2019ll offer some general suggestions that work in most note apps:\n\n\n\n\nOrganize your notes so that the oldest appear at the top. Delete any notes that are outdated or were temporary in the first place.\n\n\n\nFor the remaining notes: quickly file them into broad folders like Personal, Work, Recipes, etc.\n\n\n\nDrill through your folders and use tags to refine your organization further.\n\n\n\n\nGet organized, feel better\n\n\n\nWhat do you do to keep your digital life organized? Let us know @TextExpander and in our group on Facebook.", "date_published": "2023-07-19T07:57:49-07:00", "date_modified": "2023-07-19T07:57:50-07:00", "authors": [ { "name": "Kerry Provenzano", "url": "https://textexpander.com/author/kerry", "avatar": "https://secure.gravatar.com/avatar/7cf7ecdc235a4c054eda265e1ca3fe99?s=512&d=retro&r=g" } ], "author": { "name": "Kerry Provenzano", "url": "https://textexpander.com/author/kerry", "avatar": "https://secure.gravatar.com/avatar/7cf7ecdc235a4c054eda265e1ca3fe99?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/2019/09/te-blog-apps.jpg", "tags": [ "organization", "The Goals Series", "Blog" ], "summary": "Everything you need to organize your computer, smartphone and digital photos." }, { "id": "https://textexpander.com/?p=78132", "url": "https://textexpander.com/blog/best-recruiting-automation-software", "title": "Best Recruiting Automation Software", "content_html": "![\"Best](\"https://textexpander.com/wp-content/uploads/Pasted-5-e1688838985633-600x263.png\")
\nJob recruitment can be a grueling and difficult process filled with repetitive typing of the same email responses, sorting through candidates that aren\u2019t the right fit or don\u2019t show up for interviews, and managing growing lists of candidates that need to be screened.
\n\n\n\nWith employees quitting their job with little-to-no notice, vacancies in companies and businesses are greater than they have been in recent memory. These vacancies put stress on current employees, make the company lose money, and result in a net-negative culture around the office.
\n\n\n\nLuckily, recruitment automation software can be used to get potential employees connected to your business so these vacancies can be filled as quickly as possible.\u00a0
\n\n\n\nRecruitment automation software has many different meanings to many different people, but for this article, this type of software is simply any type of software that can help automate the onerous process of getting in touch with, screening, or hiring potential employees. Some of the potential types of recruitment software that you can use are:
\n\n\n\nWhen you are recruiting for a job, you are consistently sending out similar messages to potential employees, but typical recruitment automation software may not have the resources or features available to streamline the process.
\n\n\n\nShorthand automation software can assist in automating and streamlining aspects of recruitment that are not focused on by other software types. Although this type of software is not the typical version of recruitment automation software, its uses are invaluable, and our pick\u2019s affordable price makes it worthwhile to add to your recruitment arsenal.
\n\n\n\nTextExpander allows you to create custom keyboard shortcuts for frequently used texts. You can create these shortcuts for email templates, job descriptions, or interview questions. TextExpander is platform agnostic: it can be used across any platform or web app you use without integrations or downloads. Seamlessly moving from LinkedIn, email, and your ATS means you\u2019ll save significant time not having to repeat your typing in multiple places. Additionally, these templates can be shared with team members who are also recruiting. On the whole, your team can save hours a week using these templates and snippets to speed up some of your writing. With features like fill-in-the-blank snippets for personalized communication and smart suggestions based on your typing habits, TextExpander will dramatically increase your productivity, reduce errors, and ensure consistency in your messages.\u00a0
\n\n\n\nApplicant Tracking Systems are databases where companies can store whatever recruitment-related data they need to. They can store and categorize applications to make the screening process faster and more organized. Additionally, it simplifies tracking and managing applicants by providing a centralized platform to organize candidate information, track communication, and monitor the hiring stages. Although an ATS can make your candidates searchable and easier to find, an ATS can be manipulated by certain users to give themselves a better chance at a job by using specific keywords in a resume or application.
\n\n\n\nPinpoint provides intelligent automation which allows you to streamline tasks like CV screening, interview scheduling, and communication with candidates, significantly reducing administrative time. Pinpoint is designed for larger companies that have large recruitment numbers. Its standout feature is the powerful analytics suite, which provides actionable insights to help refine your hiring strategy. Pinpoint also enhances the candidate experience with a customizable careers portal that enables easy application and keeps candidates updated throughout the process. Moreover, its robust diversity and inclusion tools, like its blind screening feature, can help your company build a more diverse workforce that does not adhere to any biases.\u00a0
\n\n\n\nJazzHR has features like automated job postings, customizable screening questions, and interview scheduling tools that save valuable time. JazzHR\u2019s advanced reporting and analytics give you actionable insights into your hiring process, allowing for continuous improvement. The standout feature is its collaborative hiring with real-time, role-based access for team members, facilitating collective and informed decision-making. JazzHR uses collaboration across the app to make the best collaborative ATS. Additionally, JazzHR is very affordable and geared toward SMBs. However, this cheaper price comes with some hindrances. Some contend that the UI is not intuitive and that the customization options are limited. For these reasons, Pinpoint is still our pick.\u00a0
\n\n\n\nAre you having trouble being noticed with all of the possible job opportunities around? If you feel this is the case, a job aggregator or job board might be for you. The difference between these two types is their pricing. Job aggregators scour the internet for listings and vacancies within companies and put them on their websites for free. A job board, on the other hand, displays websites that have paid to be on the site. Both of these have certain drawbacks. For example, with no prioritized viewing, jobs on a job aggregator can be lost in the noise with so many potential jobs present on the app or website. Job boards, however, have fewer users because of the fewer listings; therefore, there is not a massive pool of people to pull from.\u00a0
\n\n\n\nIndeed is consistently rated one of the top job-finding websites out there. With millions of job seekers visiting the site every month, posting jobs on Indeed gives you extensive reach. Unique features like Indeed Resume allow you to search millions of resumes to find candidates with the right skills. The platform also provides sponsored job postings to boost your visibility. Indeed\u2019s mixture of free and sponsored listings creates a combination of a job aggregator and a job board. Moreover, with Indeed\u2019s mobile app, job seekers can easily apply to your postings, increasing the number of potential applicants. Indeed allows for flexibility from the employer and the potential employee because of its pricing options and countless employment options.\u00a0
\n\n\n\nGlassdoor is a powerful platform that goes beyond job postings by providing insight into company reputation and employee satisfaction. This transparency is invaluable for recruiters, as it can help attract candidates who align with your company\u2019s culture and values. You can post jobs directly on Glassdoor, which reaches a large pool of informed job seekers. Employers can use the app for branding purposes to showcase their company\u2019s culture and benefits. Additionally, Glassdoor offers an option for employees to review the company or place of work. Glassdoor allows for great transparency, but this transparency can lead to employees being biased when discussing their previous employers. Additionally, Glassdoor allows for an extensive reach, but Indeed\u2019s reach is larger. Indeed is the better job site overall because of its reach and the options that it gives to employers and employees.\u00a0
\n\n\n\nA Recruitment CRM (Candidate Relationship Management) allows you to build and maintain relationships with both active and passive candidates by centralizing all communication and interaction data. For example, you can leverage the CRM to send personalized emails to potential candidates, keeping your company top of mind for when they\u2019re ready to make a career move. Furthermore, the tool enables recruiters to track a candidate\u2019s journey, ensuring timely and relevant communication. A Recruitment CRM not only helps in building a talent pipeline but also in improving the candidate experience, ultimately leading to higher-quality hires.
\n\n\n\nManatal is an innovative recruitment software that merges powerful Applicant Tracking System (ATS) capabilities with robust recruitment CRM functionalities. Manatal\u2019s CRM feature enables staffing and recruitment agencies to nurture relationships with candidates. It also allows for the segmentation of your talent pool. Manatal also uses targeted email campaigns to keep your company relevant to potential hires. A unique feature is its LinkedIn enrichment tool, which automatically pulls public candidate information from LinkedIn profiles into your CRM. Furthermore, the tool facilitates team collaboration with shared candidate interactions and notes.\u00a0
\n\n\n\nClearCompany is a comprehensive talent management platform that seamlessly integrates recruiting, onboarding, and performance management. It possesses similar capabilities of building talent pipelines to Manatal, but what makes ClearCompany unique is its ability to onboard candidates once they are selected. Another standout feature is its mobile-optimized career sites that attract quality applicants. All of these features greatly boost ClearCompany\u2019s ability to attain quality hires, but Manatal\u2019s LinkedIn enrichment tool makes it the best option.\u00a0
\n\n\n\nPredictive Hiring Software is a specialty tool that applies machine learning and AI to enhance the recruiting process. This technology can predict a candidate\u2019s future job performance and cultural fit by analyzing multiple data points from their resume, assessments, and social media profiles. For instance, some of these apps use predictive analytics to rank candidates based on their likelihood of success in specific roles. This significantly reduces bias and guesswork in the hiring process, leading to more objective and accurate recruitment decisions. However, setting up the characteristics that determine what makes a good candidate can be time-consuming and difficult to perfect.\u00a0
\n\n\n\nApplied\u2019s standout feature is the blind recruitment process, removing identifiable candidate information to reduce unconscious bias. Because it uses predictive hiring, the bias that a typical recruiter might have is eliminated by the software\u2019s selection. Applied leverages skill-based assessments and structured interviews to gather meaningful data on candidates, and its machine learning algorithms predict which candidates are likely to perform best. It also offers advanced analytics, providing insights into the effectiveness of your recruitment processes and the diversity of your hires. Additionally, numerical skills tests, work samples, and mapped cognitive tests can be used to determine a candidate\u2019s likelihood of fitting in by using more concrete numbers.\u00a0
\n\n\n\nFetcher is a powerful predictive hiring platform that combines AI and human expertise to streamline the recruitment process. The software employs machine learning algorithms to understand your hiring needs, scan the web for potential candidates, and predict candidate fit. One standout feature is Fetcher\u2019s automated outreach, which sends personalized messages to potential candidates and follows up intelligently, saving recruiters countless hours. The platform also integrates predictive analytics, providing insights into hiring trends and allowing for better strategic planning.
\n\n\n\nFetcher\u2019s AI capabilities are different than Applied\u2019s. Applied has more emphasis on using its predictive software to analytically decide if a candidate is a good fit, and Fetcher uses its AI capabilities to reach out to candidates that would be a good fit. Fetcher emphasizes choosing a candidate on the recruiter. For these reasons, we believe that Applied uses its AI capabilities more fully and completely. Therefore, Applied is our number 1 choice.\u00a0
\n\n\n\n![\"Get](\"https://textexpander.com/wp-content/uploads/Time-Blocking-featured-600x300.png\")
\nDavid Sparks\u2014aka MacSparky\u2014is a renowned productivity expert and a long-time fan of TextExpander. He was kind enough to give a presentation at our first Virtual Summit to explain his time blocking method.
\n\n\n\nDo you feel as though you don\u2019t have enough time in the day? That you can never find time to work on what really matters?\u00a0
\n\n\n\nIf that\u2019s you, you should take the time to watch MacSparky\u2019s presentation on his time blocking method.
\n\n\n\nBut if you haven\u2019t blocked off time to watch the video, here\u2019s a quick summary of MacSparky\u2019s key points.
\n\n\n\nWhat\u2019s your relationship with the word busy? Is it something you dread or a word that fills you with pride? David explains that being busy isn\u2019t a good thing.
\n\n\n\n\u201cBusy means you don\u2019t have time to work on what really matters to you,\u201d David Sparks says.
\n\n\n\nOften, when we are busy, it\u2019s because we\u2019re drowning in random tasks that feel like work but in fact keep us from taking on the projects we really care about, like spending time with kids or writing a novel. If you have unfulfilled dreams, there are two key reasons why:
\n\n\n\n\n\n\n\nAnd often, it\u2019s both.
\n\n\n\nNo matter who you are, you only have so much time, and no one\u2014not even Bill Gates\u2014can buy more.
\n\n\n\nHowever, there are an infinite number of possible tasks. Do you answer emails, do you play a video game, do you climb Mt. Everest, do you fly to Mexico?
\n\n\n\nThus the problem: tasks are infinite but time is finite. Therefore the solution is to pare down your tasks to what you want to focus on and then carefully manage your time with a time blocking method to get the important things done.
\n\n\n\nAs MacSparky explains, we all have a schedule whether we realize it or not, and what most of us have is an unintentional schedule. We intentionally book things like meetings but otherwise leave our calendars open.
\n\n\n\nMaybe we have a few minutes between meetings and browse YouTube or go shopping on Amazon. Maybe you knock off to go play a video game after that big presentation. Then you get to the end of the week feeling powerless because you didn\u2019t accomplish everything you wanted to do.
\n\n\n\n![\"An](\"https://textexpander.com/wp-content/uploads/Unintentional-schedule-560x315.jpg\")
David Sparks explains that this is inherent to how our brains work from spending so long roaming the plains and avoiding sabretooth tigers.
\n\n\n\n\u201cWe get lost in the weeds all the time,\u201d MacSparky says.
\n\n\n\nAs a result:
\n\n\n\n\n\n\n\nThe way out is that we always need to have an answer for the question, \u201cWhat\u2019s next?\u201d And to do that, we have to be deliberate with our time. Because without a plan, we find ourselves going down pointless rabbit holes.
\n\n\n\n\u201cIt\u2019s time to give your time a job,\u201d MacSparky says.
\n\n\n\nJust as we should all ideally be budgeting our money so every dollar has a purpose, we should do the same for our time. David Sparks explains that this time blocking method lets us use our managerial brain to design our week, and then we can use our creator brain to focus on our work without the need to switch hats.
\n\n\n\nThe time blocking method works like this:
\n\n\n\n\n\n\n\n\u201cTime boxing is caging the lions. When you start time blocking you\u2019ll discover there are enemies, there are lions out there trying to eat you,\u201d David Sparks says. Those lions are things like email and unnecessary meetings.
\n\n\n\n![\"An](\"https://textexpander.com/wp-content/uploads/Intentional-schedule-560x315.jpg\")
The trick to fighting off the lions and maintaining this time blocking method is to learn to say \u201cno\u201d to the things that will distract you from what\u2019s important.
\n\n\n\nThis goes back to the problem of doing too much. Every \u201cyes\u201d is a commitment that cuts into your finite time. So before you commit to anything, first check your time blocks and ask what you\u2019re willing to give up to take on that \u201cyes.\u201d If the trade isn\u2019t worth it, say, \u201cno.\u201d
\n\n\n\nMacsparky says that you shouldn\u2019t apologize or explain yourself for saying no. Just politely but firmly say no and keep yourself dedicated to your unicorns. We\u2019ve created a TextExpander Snippet Group to help you easily say \u201cno.\u201d Once it\u2019s installed, just type no.random to expand into one of many polite and funny ways to decline your lions.
What does Macsparky mean by a \u201cunicorn?\u201d Unicorns are the things you really want to do, but how do you figure out what those are?
\n\n\n\nDavid Sparks explains that isn\u2019t easy, but he offers some broad suggestions on how to identify your unicorns. He recommends starting with a quarterly view of your life to plot out broad initiatives and then break it down into months, weeks, and finally days.
\n\n\n\nFiguring out your unicorns is really just a matter of deciding what you want out of life and then prioritizing your time to achieve those goals.
\n\n\n\n\u201cNo plan survives contact with the enemy\u201d \u2014 Helmuth von Moltke
\n\n\n\nMacsparky says one of the objections he often hears is that the time blocking method doesn\u2019t leave room for the unexpected like emergencies or your spouse or children wanting your time.
\n\n\n\nWhile it\u2019s important to keep those meetings with yourself, you have to circle back to your priorities and be willing to rearrange your schedule when needed. If you have an hour-long block coming up to work on your novel but your kid needs attention, just move the block to another time.
\n\n\n\nHowever, if you find yourself constantly moving a block around, ask yourself why. Maybe that block isn\u2019t important and you should delete it. Or maybe you simply aren\u2019t giving that task the focus it deserves. Only you can answer that question.
\n\n\n\nBut in general, you should treat your blocks as sacred unless something else pops up. If that means ignoring emails or skipping meetings, so be it. David Sparks blocks off an hour per day for email but admits that he isn\u2019t the world\u2019s best email guy.
\n\n\n\n\u201cBecause I decided to not be the world\u2019s best email guy, I have time to make things and ship them to the world,\u201d David says. He first implemented this time blocking method when he struggled to create his successful line of MacSparky Field Guides.
\n\n\n\n![\"A](\"https://textexpander.com/wp-content/uploads/Checking-email-breakdown-560x643.jpg\")
You don\u2019t have to be a superhero to accomplish extraordinary things. Once you gain control of your limited time and use this time blocking method to hone in on what truly matters, you can start achieving amazing things with the time you have.
\n", "content_text": "David Sparks\u2014aka MacSparky\u2014is a renowned productivity expert and a long-time fan of TextExpander. He was kind enough to give a presentation at our first Virtual Summit to explain his time blocking method.\n\n\n\nDo you feel as though you don\u2019t have enough time in the day? That you can never find time to work on what really matters?\u00a0\n\n\n\nIf that\u2019s you, you should take the time to watch MacSparky\u2019s presentation on his time blocking method.\n\n\n\nBut if you haven\u2019t blocked off time to watch the video, here\u2019s a quick summary of MacSparky\u2019s key points.\n\n\n\nWhy busy is bad and why you don\u2019t have time for what\u2019s important\n\n\n\nWhat\u2019s your relationship with the word busy? Is it something you dread or a word that fills you with pride? David explains that being busy isn\u2019t a good thing.\n\n\n\n\u201cBusy means you don\u2019t have time to work on what really matters to you,\u201d David Sparks says.\n\n\n\nOften, when we are busy, it\u2019s because we\u2019re drowning in random tasks that feel like work but in fact keep us from taking on the projects we really care about, like spending time with kids or writing a novel. If you have unfulfilled dreams, there are two key reasons why:\n\n\n\n\n\n\n\n\nYou are managing your time poorly.\n\n\n\nYou are doing too much.\n\n\n\n\nAnd often, it\u2019s both.\n\n\n\nThe problem: tasks vs. time\n\n\n\nNo matter who you are, you only have so much time, and no one\u2014not even Bill Gates\u2014can buy more.\n\n\n\nHowever, there are an infinite number of possible tasks. Do you answer emails, do you play a video game, do you climb Mt. Everest, do you fly to Mexico?\n\n\n\nThus the problem: tasks are infinite but time is finite. Therefore the solution is to pare down your tasks to what you want to focus on and then carefully manage your time with a time blocking method to get the important things done.\n\n\n\nIf you do not have a schedule, one will be provided for you\n\n\n\nAs MacSparky explains, we all have a schedule whether we realize it or not, and what most of us have is an unintentional schedule. We intentionally book things like meetings but otherwise leave our calendars open.\n\n\n\nMaybe we have a few minutes between meetings and browse YouTube or go shopping on Amazon. Maybe you knock off to go play a video game after that big presentation. Then you get to the end of the week feeling powerless because you didn\u2019t accomplish everything you wanted to do.\n\n\n\n\n\n\n\nDavid Sparks explains that this is inherent to how our brains work from spending so long roaming the plains and avoiding sabretooth tigers.\n\n\n\n\u201cWe get lost in the weeds all the time,\u201d MacSparky says.\n\n\n\nAs a result:\n\n\n\n\n\n\n\n\nWe\u2019re bad at managing time.\n\n\n\nWe often find ourselves doing too much.\n\n\n\n\nThe way out is that we always need to have an answer for the question, \u201cWhat\u2019s next?\u201d And to do that, we have to be deliberate with our time. Because without a plan, we find ourselves going down pointless rabbit holes.\n\n\n\nThe Time Blocking Method\n\n\n\n\u201cIt\u2019s time to give your time a job,\u201d MacSparky says.\n\n\n\nJust as we should all ideally be budgeting our money so every dollar has a purpose, we should do the same for our time. David Sparks explains that this time blocking method lets us use our managerial brain to design our week, and then we can use our creator brain to focus on our work without the need to switch hats.\n\n\n\nThe time blocking method works like this:\n\n\n\n\n\n\n\n\nSet aside time during the week to block out your schedule. MacSparky blocks 20 minutes either on Friday or Sunday afternoon for this, though he says you may need more time in the beginning.\n\n\n\nLook at your calendar for the next week and make appointments for yourself for the important things to get done. David uses Fantastical for this, but you could use any calendaring app or even a paper notebook. The tasks you block time for don\u2019t necessarily have to be work\u2014it could be spending time with your kids or taking a hike.\n\n\n\nIt\u2019s important not to get too granular. Blocking out bathroom breaks is going too far. Keep your blocks to hour increments to keep things simple.\n\n\n\nHumans are terrible at estimating time, so MacSparky recommends doubling the estimate for how long you\u2019ll think it\u2019ll take to get something done, and then you can fine-tune it later.\n\n\n\nPick a couple of times throughout the week to review how your schedule is going and adjust accordingly.\n\n\n\nIf you get your task done before the block is over, reward yourself!\n\n\n\n\n\u201cTime boxing is caging the lions. When you start time blocking you\u2019ll discover there are enemies, there are lions out there trying to eat you,\u201d David Sparks says. Those lions are things like email and unnecessary meetings.\n\n\n\n\n\n\n\nLearn the Power of \u201cNo\u201d\n\n\n\nThe trick to fighting off the lions and maintaining this time blocking method is to learn to say \u201cno\u201d to the things that will distract you from what\u2019s important.\n\n\n\nThis goes back to the problem of doing too much. Every \u201cyes\u201d is a commitment that cuts into your finite time. So before you commit to anything, first check your time blocks and ask what you\u2019re willing to give up to take on that \u201cyes.\u201d If the trade isn\u2019t worth it, say, \u201cno.\u201d\n\n\n\nMacsparky says that you shouldn\u2019t apologize or explain yourself for saying no. Just politely but firmly say no and keep yourself dedicated to your unicorns. We\u2019ve created a TextExpander Snippet Group to help you easily say \u201cno.\u201d Once it\u2019s installed, just type no.random to expand into one of many polite and funny ways to decline your lions.\n\n\n\nDiscover Your Unicorns\n\n\n\nWhat does Macsparky mean by a \u201cunicorn?\u201d Unicorns are the things you really want to do, but how do you figure out what those are?\n\n\n\nDavid Sparks explains that isn\u2019t easy, but he offers some broad suggestions on how to identify your unicorns. He recommends starting with a quarterly view of your life to plot out broad initiatives and then break it down into months, weeks, and finally days.\n\n\n\nFiguring out your unicorns is really just a matter of deciding what you want out of life and then prioritizing your time to achieve those goals.\n\n\n\nDealing with the Unexpected\n\n\n\n\u201cNo plan survives contact with the enemy\u201d \u2014 Helmuth von Moltke\n\n\n\nMacsparky says one of the objections he often hears is that the time blocking method doesn\u2019t leave room for the unexpected like emergencies or your spouse or children wanting your time.\n\n\n\nWhile it\u2019s important to keep those meetings with yourself, you have to circle back to your priorities and be willing to rearrange your schedule when needed. If you have an hour-long block coming up to work on your novel but your kid needs attention, just move the block to another time.\n\n\n\nHowever, if you find yourself constantly moving a block around, ask yourself why. Maybe that block isn\u2019t important and you should delete it. Or maybe you simply aren\u2019t giving that task the focus it deserves. Only you can answer that question.\n\n\n\nBut in general, you should treat your blocks as sacred unless something else pops up. If that means ignoring emails or skipping meetings, so be it. David Sparks blocks off an hour per day for email but admits that he isn\u2019t the world\u2019s best email guy.\n\n\n\n\u201cBecause I decided to not be the world\u2019s best email guy, I have time to make things and ship them to the world,\u201d David says. He first implemented this time blocking method when he struggled to create his successful line of MacSparky Field Guides.\n\n\n\n\n\n\n\nThe successful warrior is the average person with laser-like focus\n\n\n\nYou don\u2019t have to be a superhero to accomplish extraordinary things. Once you gain control of your limited time and use this time blocking method to hone in on what truly matters, you can start achieving amazing things with the time you have.", "date_published": "2023-07-18T07:00:00-07:00", "date_modified": "2023-07-11T11:27:00-07:00", "authors": [ { "name": "Josh Centers", "url": "https://textexpander.com/author/joshcenters", "avatar": "https://secure.gravatar.com/avatar/280cefa60ee3078963e7ac3118eb3abf?s=512&d=retro&r=g" } ], "author": { "name": "Josh Centers", "url": "https://textexpander.com/author/joshcenters", "avatar": "https://secure.gravatar.com/avatar/280cefa60ee3078963e7ac3118eb3abf?s=512&d=retro&r=g" }, "image": "https://textexpander.com/wp-content/uploads/Time-Blocking-featured.png", "tags": [ "productivity", "Blog", "Maximizing Productivity", "Personal Optimization", "Work/Life Balance" ], "summary": "One thing you can't buy is time. Learn this time blocking method to gain control of your schedule and claw back your time." }, { "id": "https://textexpander.com/?p=78151", "url": "https://textexpander.com/blog/best-call-center-knowledge-base-software", "title": "Best Call Center Knowledge Base Software", "content_html": "![\"Best](\"https://textexpander.com/wp-content/uploads/Pasted-4-e1688838792334-600x253.png\")
\nCall center representatives are frequently burdened with responding to emails, filing forms, or intensely searching for the exact response to give to someone over the phone. Fortunately, these tasks can be completed quicker with Knowledge Management (KM) Software.
\n\n\n\nWith KM software, call center reps can swiftly access a centralized knowledge database containing answers to common questions, solution scripts, policy information, product details, troubleshooting guides, and more. Moreover, it can help reps reduce or avoid the need to transfer calls and put customers on hold.\u00a0
\n\n\n\nKM software can also facilitate learning and skill development among representatives, as they can share experiences, solutions, and best practices through the system. This reduces onboarding time for new employees and promotes consistent, high-quality service across the team.\u00a0
\n\n\n\nSo, what KMS is best for your call center?
\n\n\n\nSeveral categories of knowledge management software support different use cases and outcomes. Here are examples we\u2019ll cover in this guide:
\n\n\n\nWhen working at an online or over-the-phone call center, you can run into circumstances when an employee does not know the correct phrases to respond to a customer. Shorthand automation software can enable these employees to respond with ease.
\n\n\n\nWith a few keystrokes, whole paragraphs with direct instructions can be shown on an employee\u2019s screen. This information can be useful for live chat and phone call centers alike, and provide increased cohesiveness throughout the center.
\n\n\n\nTextExpander equips any user with countless features that can increase efficiency and productivity. In addition to adding readable and easily attainable scripts for call center representatives, TextExpander can also be used for creating forms that can be filled in by employees to monitor their calls once they are completed. These snippets can be expanded in any application. They can also be edited and self-tailored so that your instructions can have a personal touch and specific language.
\n\n\n\nAll scripts or instructions can be organized by topic, team, project, and product. With this organization, call center representatives can easily use this text-based knowledge to dictate consistent and reliable information to each other and the customer.
\n\n\n\nAlthough this type of knowledge management software doesn\u2019t necessarily have all the features of a more traditional system, it does support the same type of outcomes. Additionally, the price of TextExpander allows you to have automation for representatives at a fraction of the price.
\n\n\n\nA more traditional form of organization would be produced by a knowledge base. Employees can use this type of software to create, store, and share knowledge and resources. Knowledge bases should have sections for resources concerning logistics and instructions, troubleshooting, and advice for customers.
\n\n\n\nHowever, because of how expansive and ever-changing a knowledge base can be, sometimes these apps are difficult to manage. This hindrance does not change the fact, though, that a knowledge base allows for easy locating and maneuvering of resources and information if the base is kept up to date.\u00a0\u00a0
\n\n\n\nConfluence not only centralizes information but also promotes collaboration and documentation of shared knowledge. Team members can create, share, and update documents in real-time, ensuring everyone has access to the most current and accurate information. This level of clear and timely edits is one of the key features of Confluence. Additionally, its strong search capability means customer queries can be handled more efficiently. The ability to search and navigate through sections easily can help representatives aid customers more easily. Furthermore, it offers robust analytics that can help identify knowledge gaps and areas for improvement.
\n\n\n\nHelpjuice\u2019s powerful search functionality ensures that your team can quickly find accurate solutions to a broad range of customer queries. The software is user-friendly and customizable, enabling you to tailor it to your specific needs. It is so user-friendly that there is no formal training period for a company\u2019s employees when the system is first integrated. With Helpjuice, you can centralize your company\u2019s knowledge, promote collaboration, and provide a self-service platform for your team. Although Helpjuice has these features, Confluence does a better job of allowing team members to communicate with each other in real time.\u00a0
\n\n\n\nDecision tree software is one of the more simple options that you can have. Instead of a complex set of sectionalized articles that tell a call center representative about a caller\u2019s needs, decision tree software shows the representative a flow chart to help them through a procedure.\u00a0
\n\n\n\nThese decision trees are commonly too basic for complex procedures, but if your company is looking for something that will show a representative only a handful of possibilities when someone calls, a decision tree might be for you.\u00a0
\n\n\n\nLucidchart\u2019s ability to visually map out information and processes is invaluable. This feature allows your team to easily understand and navigate workflows, call scripts, and troubleshooting guides. The representative can lean on this visualization when a caller calls. This support system allows for the representative to get through calls quicker and with less supervision. Additionally, the diagrams are collaborative, meaning they can be updated in real-time to reflect changes, ensuring your team always has the most current information. Moreover, Lucidchart integrates seamlessly with numerous platforms, promoting information accessibility.\u00a0
\n\n\n\nCanva also has a user-friendly UI that allows users to easily create and follow the flow charts that fellow employees create. Additionally, the free version of Canva comes with templates that can support all of your flowchart needs. The drag-and-drop functionality also aids in the ease of use. However, the integrations into certain office management apps and the many free templates that come with the free version of Lucidchart make Lucidchart the better option for call centers.\u00a0
\n\n\n\nCall flow software includes many of the same capabilities as decision tree software with one important addition: the capability to write exact scripts for call interactions. These scripts can be very detailed and helpful for agents when a difficult and complex customer-related issue comes across the phone or screen. However, these scripts need to be regularly maintained, and this upkeep can take valuable time away from representatives.\u00a0
\n\n\n\nShelf\u2019s advanced AI-powered search feature ensures that your team can quickly find the right information, reducing call handling time and enhancing customer service. A manager or supervisor can create the responses that are for customer responses, and the AI searches for a group of responses that a representative can choose from to answer the customer\u2019s question. It also offers a unique feature called \u201cGem,\u201d which automatically suggests content related to what an agent is currently viewing, aiding in effective problem resolution. Shelf\u2019s intuitive interface makes content organization easy, and its robust analytics can provide valuable insights into knowledge usage and gaps.
\n\n\n\nZingtree\u2019s Chrome extension enables users to create and follow scripts and trees easily and consistently. Zingtree specializes more in visual tree construction, but the script creation is still very useful and usable. This app is best for employees and managers who prefer creating and using visual aids as a primary resource along with a supplementary script. Zingtree\u2019s UI and customization options are both heavy positives as well. However, Shelf\u2019s automation with AI responses in the standard price range makes it our pick.\u00a0
\n\n\n\nA wiki is a company-based version of Wikipedia. Everything that is needed for your company (scripts, resources, or protocols) is all on a designated company website that can be accessed when your employees need it. Everyone can contribute to the wiki, which enables high collaboration and authoring rates.
\n\n\n\nHowever, this high amount of collaboration also leads to disorganization and commonly inaccurate information. A wiki needs to be policed regularly to make sure new information that is being put up is correct and going to the right place.\u00a0
\n\n\n\nNotion, an all-in-one workspace, is excellent for creating a business wiki due to its rich features and benefits. It supports collaboration, content versatility, powerful databases, and permission controls. You can create a main wiki page, design a logical structure, and use Notion\u2019s built-in templates for customization. Its database feature is ideal for data management and project tracking. Notion\u2019s search and tagging capabilities ensure quick access to information, while its app integration enhances utility. Additionally, the software maintains a version history for tracking changes. Adopting Notion as your business wiki fosters a culture of knowledge sharing, serving as a centralized hub for collaboration and information accessibility.
\n\n\n\nAlmanac features real-time collaboration and versioning capabilities, ensuring your team always has the most current and accurate information. Its innovative \u2018Docs as Code\u2019 approach allows for tracking changes, merging drafts, and even reversing updates if needed, providing unparalleled control over your knowledge base. Almanac\u2019s goal is to limit how much an employee needs to scour Slack and emails for messages, and it accomplishes that goal by supporting integrations with Slack and Google Drive. Plus, the platform\u2019s user-friendly interface and robust search functionality can help your agents find answers quickly, improving call handling efficiency and customer satisfaction. Almanac is a solid alternative to WordPress, but WordPress\u2019s easier-to-use editing system and more expansive plug-ins make it a better option.\u00a0
\n\n\n\n![\"A](\"https://textexpander.com/wp-content/uploads/Customer-Experience-Strategy-Featured-600x300.jpg\")
\nAt our Work Smarter Virtual Summit, CX expert Adrian Swinsoe gave a fantastic talk called \u201cHow to Drive ROI in CX,\u201d which clearly outlines a customer experience strategy with a proven track record of boosting revenue and cutting costs.
\n\n\n\nAdrian is a best-selling author, Forbes contributor, speaker, investor, advisor, and host of the Punk CX podcast. His clients have included brands such as Apple, Olympus, HarperCollins, and Nespresso. He is a frequent writer, podcaster, and speaker on all things related to customer service and experience. His books include How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing, Punk CX, and Punk XL.
\n\n\n\n![\"Adrian](\"https://textexpander.com/wp-content/uploads/Adrian-Swinscoe-560x400.jpeg\")
Adrian has spent the past 15 years consulting for top companies. \u201cI\u2019m an investigator, agitator, and an instigator of better outcomes for both customers and employees,\u201d he says.
\n\n\n\nIn his session, he dove into the characteristics of CX leaders, the threats to good customer experience strategy, and how to unlock an exceptional customer experience that drives revenue.
\n\n\n\nYou can watch the full presentation or read on for a summary of Adrian\u2019s insights.
\n\n\nNot able to play the video? Click here to watch the video
One of the challenges for CX leaders is demonstrating how a customer experience strategy pays off. Adrian outlines 4 key benefits for companies that prioritize their customer experience strategy. They\u2026
\n\n\n\n\n\n\n\nThese are all great, but there\u2019s a big BUT: Adrian says that 70% of customer experience initiatives underperform. Why is that?
\n\n\n\nIn Swinscoe\u2019s view, the chief enemy of effective customer experience strategy is complexity.
\n\n\n\n\u201cI believe that the CX space is in danger of becoming overly complicated: technical debt, benchmark, framework, measured, codified, certified\u2014all these different sorts of things. Add in whatever adjective you want to,\u201d Adrian says.
\n\n\n\nThe problem is that these layers of complexity distract us from delivering great experiences to our customers.
\n\n\n\nAdrian explains that this is a product of the environment we exist in. The MarTech space has exploded over the past decade. In 2011 there were 150 MarTech tools. Today there are over 11,000.
\n\n\n\n![\"Growth](\"https://textexpander.com/wp-content/uploads/Growth-of-MarTech-560x315.jpg\")
\u201cIt\u2019s created this sort of technological maelstrom around us. A maelstrom of choice. It\u2019s more confusing than anything else,\u201d Adrian says.
\n\n\n\nSwinscoe says this confusion has led to a lack of clarity around ROI, which in turn devalues customer experience strategy.
\n\n\n\nAccording to Gartner, 7% of CFOs plan to decrease customer service spending, 72% plan to maintain it, and only 21% plan to increase CX investments.
\n\n\n\n![\"\"](\"https://textexpander.com/wp-content/uploads/Gartner-CS-spend-560x315.jpg\")
However, almost all CFOs prioritize investments to increase revenue or reduce costs, and Adrian outlines 13 principles to a winning customer experience strategy based on 15 years of observation:
\n\n\n\nHow can you zero in on a clear customer experience strategy that thrills both customers and employees?
\n\n\n\n\u201cThe first thing we need to do is get really, really clear on that vision. Not a series of buzzwords, but what do you want to build? What do you want to deliver? What are the stories we can use to describe what that\u2019s going to be like for both customers and employees,\u201d Adrian says.
\n\n\n\nAdrian offers a couple of tools to help clarify the thinking around your vision and how you can translate that vision into business goals.
\n\n\n\nSwinscoe says a common mistake is focusing on attracting customers, generating revenue, and increasing profitability because those are outcomes and not levers.
\n\n\n\nHe\u2019s outlined a set of interlinked formulas that outline the levers you can manipulate to go from customer interest to profitability:
\n\n\n\nCustomer Interest X Conversion Rate = Number of Customers
\n\n\n\nNumber of Customers X Average Customer Spend = Revenue
\n\n\n\nRevenue X Cost to Serve = Profitability
\n\n\n\nOnce you have a clear vision of the levers you can pull to drive growth, you should be able to fill out this statement easily:
\n\n\n\n\n\n\n\nThe key is to start with the vision and then move toward measures instead of the other way around:
\n\n\n\n\n\n\n\nAdrian says these are proven formulas for increasing ROI, and he shares three examples to prove it.
\n\n\n\nBudget Truck Rental realized that most of the queries coming to their service desk were repetitive and that they could be more proactive with their self-service options. In the first 7 months of implementing their new self-service system, they achieved:
\n\n\n\n\n\n\n\nBurdens\u2014an online clothing retailer in the UK\u2014focused on a higher conversion rate and higher spend. They decided to achieve that by focusing on personalization. They actively sought out customer feedback\u2014and most importantly\u2014implemented it. They saw:
\n\n\n\n\n\n\n\nWolseley\u2014a UK distributor of plumbing and building materials\u2014had a high volume of complex questions due to their massive catalog of products. They solved the problem by creating an intelligent knowledge base for their products. After doing so, they achieved:
\n\n\n\n\n\n\n\nAdrian keeps a poster in his office that says: \u201cCUSTOMER EXPERIENCE IS MORE THAN F***ING METRICS!\u201d
\n\n\n\n![\"Customer](\"https://textexpander.com/wp-content/uploads/CX-more-than-metrics-560x315.jpg\")
\u201cIt\u2019s not about metrics. It\u2019s about better outcomes for our customers, our people, and our businesses. And if we keep ourselves focused on that and use metrics to help us measure the progress we\u2019re making, not just being an ending of themselves, then we\u2019re not gonna go far wrong,\u201d Adrian says.
\n\n\n\nFinally, Adrian leaves off with a question: Are you an artist or are you just coloring in? When improving customer service strategy, most are just painting by numbers, but to create truly great customer experiences means getting creating and putting in the work. Adrian encourages you to harness your inner artist to create superior customer experiences.
\n\n\n\n![\"ARE](\"https://textexpander.com/wp-content/uploads/Are-you-an-artist-560x419.jpg\")
![\"Best](\"https://textexpander.com/wp-content/uploads/Productivity-Apps-featured-600x300.png\")
\nCountless distractions and hindrances can make your personal and work life difficult to monitor and succeed in. Fortunately, whether you struggle to get your passion projects completed or your work started, there are many solutions to increase productivity. Some of the most useful are productivity apps.
\n\n\n\nThe term \u201cproductivity app,\u201d however, is a very broad and generalizing term. Various types of apps help users in different ways to improve productivity. Some keep track of lists, some reduce time spent writing emails, and some keep you on task. Knowing your own weak spots and what apps can improve them can make you into the most productive version of yourself.
\n\n\n\nTo help you navigate the various productivity tools available, we have curated a list of the best, separated into the following categories:
\n\n\n\nThis article shows you a short description of an app category and our pick for the best productivity app of each category and our runner-up. Using this list and your own intuition, assess what apps would be the best for you.\u00a0
\n\n\n\nDo you feel that much of your time is wasted repeatedly typing the same phrases? If you want to prioritize the work you enjoy doing instead of wasting time with annoying, repetitive phrases, a text expander might be for you.
\n\n\n\nTextExpander offers the widest range of features for text expansion applications. You can use different snippets that consist of a few lines of text and transform them into whole paragraphs. Additionally, these snippets can be edited to look exactly how you want them to look. You can add certain fill-in-the-blank sections with multiple field types and sections, insert clipboard content into a snippet, and personalize a signature section with formatted text, pictures, or links. These snippets are accessible across all of your registered devices, as well.
\n\n\n\nFor programmers, TextExpander can also be used to shorten long scripts that are often laborious to type out. If you work in a group, you can even share your scripts with other users in your team so that no one gets left behind. The ease of use of TextExpander is also extremely useful. The ability to shave off hours every week is so valuable for users who have so much that they want to get to.
\n\n\n\nNot everyone needs a designated app for their to-do lists, but if you are looking for a system to organize what you need to accomplish effectively, we\u2019ve got you covered.
\n\n\n\nTodoist is a remarkable app designed to help you manage your tasks efficiently and seamlessly. It supports all major platforms including iOS, Android, Windows, Mac, and even web browsers, ensuring you can access your tasks wherever you are. It enables you to easily organize tasks using projects, labels, and due dates; furthermore, it includes features like prioritization, sub-tasks, and reminders that can keep you on task for even some of the more forgetful assignments. Todoist also has a natural language feature that is very intuitive to use. This feature allows you to type \u201cgo to the store Monday,\u201d and the response reads \u201cgo to the store\u201d on the date that you assigned. The organization capabilities of Todoist make it a great option for a to-do list app.
\n\n\n\nTickTick is a close runner-up because of all of the features it provides. It provides a similar level of complexity in the organization, but it includes much more. It is also available on all major platforms (iOS, Android, Windows, Mac, and web browsers). It is equipped with habit-tracking capabilities, timer capabilities, and an integration feature that allows you to allocate all of your reminders in one place. Both of these applications are great at organizing people\u2019s lists into a well-organized and visually appealing window; however, I prefer the ability to have sub-tasks and the natural language feature.
\n\n\n\nCalendars give you some of the most specific due dates and times in an allocated location; however, this can be overwhelming and unhelpful if the calendar is not organized effectively. With a digital calendar, the problem of disorganization can be solved.
\n\n\n\nGoogle Calendar has everything that you need for a calendar app. It is available online, on iOS devices, and Android devices. Organizing with color-coded events, editing with a user-friendly UI, and sharing events and calendars with others make Google Calendar the top option. Google Calendar also is integrated with other Google products. If you have a gmail.com account, events can be directly inserted into your calendar from your email. Organizing events becomes far more straightforward with Google Calendar.
\n\n\n\nFantastical is a great second option if you use an iPhone or Mac. Although the app is only limited to iOS and macOS, there are countless great features. The app is very user-friendly and even adds widgets and direct notifications about deadlines and events that you would need to make. The overall design is also one of the most visually appealing. The drawbacks are that it is limited to Apple devices and its price is expensive for a personal calendar.
\n\n\n\nIf you are a big note-taker who does not want the hassle of dealing with countless unorganized folders filled with pages that can barely be classified as \u201cdocuments,\u201d these note-taking apps might be for you.
\n\n\n\nOneNote has extensive selections of notebooks with numerous sections. Its ring binder feature allows subcategories of notes that are designed to keep you organized and on track. Furthermore, OneNote possesses features that allow you to extract text from images that you have in your notes. The free version of the app equips you with all you need and 5GB of storage which is more than enough for most. OneNote has the capability for personal use that is not class or work-related, but it is best equipped for more professional endeavors. Because of OneNote\u2019s numerous features, there is no better option.
\n\n\n\nEvernote is a great alternative if you are willing to shell out a few more dollars for note-taking software. It possesses similar levels of organization to OneNote, and they both can be accessed on all major platforms. However, what sets Evernote apart from OneNote is its powerful search capabilities. Even with handwritten sections, you should be able to search for something and find it with ease. The problem with Evernote, though, is the price. OneNote\u2019s free version equips you with more than enough capabilities and storage. Evernote, on the other hand, costs $7.99 a month for the base Premium level and $14.99 for the Business level. The similarity of prowess makes me choose OneNote over Evernote.
\n\n\n\nIf working online or around your computer distracts you or stresses you out, a distraction blocker could be a great way to enable you to stay on task and focused on your work.
\n\n\n\nFreedom is unique because it does not merely block websites that are on the device you are using. If you use Freedom, the app will block websites and apps\u2013of your choice\u2013on every device that you select. If you block Twitter on your computer, you cannot retreat to your phone to get your fix. Additionally, the blocklists that you select can be controlled and placed onto a schedule. The scheduling feature forces you to adhere to a predetermined schedule, which ensures an increase in productivity. If you are searching for better ways to stay on task during work, Freedom is worth trying.
\n\n\n\nActiTIME takes a different approach to minimize distractions. Instead of directly blocking websites or apps, ActiTIME uses a system that tracks what apps you are using and how often you are using them. The system then gives you a report at the end of the day to show you how long you were procrastinating or distracted. This feature allows you to pinpoint how much of your day you are losing and the exact areas you need to avoid while working. ActiTIME is also equipped with time and task management features that keep you on task. These features can be useful to discover what aspects of work are the most distracting for you, but I believe ActiTime would best be used along with Freedom. Freedom does a good job of blocking the applications that distract you, and ActiTIME can monitor what you struggle with if you misstep.
\n\n\n\nSometimes you cannot decipher exactly what can improve your productivity. Habit trackers can help narrow down and determine what is affecting your goals so that you can eliminate them.
\n\n\n\nStreaks is an iPhone app that allows you to keep track of the habits that you want to build and how often you are practicing these habits. Adding different tasks is very easy. You can add how many times a week you would like to do your goal and when you want it completed. With two easy clicks on your phone, you can open the app and mark the task as completed. Streaks can be used for work and personal goals that you want to be accomplished, and all of them can be present in the same location.
\n\n\n\nHabitify is an app that can be downloaded on your computer or phone. The app looks very user-friendly and uncluttered when you first open it. Once you begin to discover the app\u2019s features, Habitify has the great capability of being able to organize your habits into categories. The sections start as \u201cMorning,\u201d \u201cAfternoon,\u201d and \u201cNight,\u201d but these can be changed to fit your needs. You can also list reminders and to-do lists in the app under your habits. You can even use Habitify to do social challenges with others that have the app to keep each other motivated. Altogether, Habitify is probably the better app except for one factor: the price. The price docks it down a few points in comparison to Streaks, but if you can spend a few more dollars, Habitify might be for you.
\n\n\n\nReading articles for work or pleasure can be very time-consuming for the average person. Read-it-later apps allow you to have an easier time rounding up the things you intend to read and reading them faster.
\n\n\n\nPocket makes articles easier to read by eliminating reading. The app turns the article that you want to read into a podcast that you can listen to at your convenience. Pocket is so useful because it allows users to engage with certain pieces of media in a more approachable way Additionally, if you desire to read them yourself or to follow along, the articles are also saved as documents. After you are done reading the articles, if you want to keep them to use later, there is a feature to archive the articles into specific, user-created sections so that they are easy to find later.
\n\n\n\nInstapaper is Pocket\u2019s less flashy, but just as reliable, cousin. Instapaper has minimal designs on the home page or user interface because Instapaper wants the highlight to be the articles. Organizing your articles and personalizing them is both easy and convenient. You can select fonts and sizes for the text in your articles, and it supports offline reading on iOS and Android devices. Instapaper also has unique speed reading and note-taking capabilities. The note-taking allows you to write down notes for highlighted sections which Pocket does not allow. Additionally, the speed-reading function shows one word at a time in quick succession to speed up your reading process so that you can read articles faster while still retaining the main ideas. While Instapaper is a great app with multiple features and capabilities, the text-to-speech options for Pocket are too good to pass up.
\n\n\n\nScheduling meetings through emails and phone calls can get convoluted and confusing, but these meeting scheduling apps can put you and your coworkers back on track.\u00a0
\n\n\n\nCalendly enables you to connect your account to your calendar so that you can schedule meetings with others. The people that you share your calendar with see what times are available. Calendly is so useful because it enables something that is horrifically boring, setting up meetings, to be nearly automated for the scheduler. With the paid plan, you can even list different types of meetings that someone needs to go to.\u00a0
\n\n\n\nAcuity scheduling is a great second option for companies that have a very large number of employees. It includes a system for group emails, an embedded scheduler, and video meetings with Zoom integrations. This app has many of the same capabilities as Calendly; however, some of the pricing of the features make Calendly a better choice. The mobile app can also be somewhat confusing and buggy, but it is still worth trying out because of the convenience it provides for users who exclusively use the desktop version.\u00a0
\n\n\n\nIf you are a manager in search of better ways for your office to communicate and manage itself, these two apps are for you.
\n\n\n\nSlack is an app designed for effective communication in the workplace. With Slack, a team can easily communicate through user-created and individually named channels that can include as many team members as you desire. Slack also has integration with many resources that are most likely already in your office such as Google Drive and Dropbox. It also has a\u00a0 direct messaging feature that can cut down on time spent searching through emails to find the specific one to respond to. Slack makes communicating with a team of any size effective and organized.\u00a0\u00a0
\n\n\n\nHive is better equipped as a project manager rather than an office manager, but it still is a fantastic product that is very useful in the office. Hive\u2019s specialties include a drag-and-drop task manager, email integration, and powerful prioritization. The ability to directly assign employees assignments through easy email integration and an in-app task manager is truly convenient and helpful for Hive\u2019s many users.\u00a0 Additionally, you can prioritize these assignments by using the due date or overall importance to a project. Hive allows for more in-app task-related capabilities, but Slack\u2019s ease of communication is superior. Hive equips an office with effective organization and in-depth task management capabilities that can keep employees and offices on task.\u00a0
\n\n\n\n![\"How](\"https://textexpander.com/wp-content/uploads/How-to-Get-Hired-featured-600x300.png\")
\nThe job market can be challenging and opaque, and figuring out how to get hired can be an exercise in frustration. We recently spoke to recruiter Martin Ngo to gain some insight into how recruiting works at Meta\u2014where he worked from 2017 until just recently.
\n\n\n\nMartin spent four years managing a Starbucks in the Bay Area before joining Meta\u2019s Sourcer Development Program. From there, he worked his way up to be a Senior Technical Recruiter, specializing in the most demanding technical niches like machine learning. Martin knows the recruiting process inside and out from one of the most desirable companies for job seekers.
\n\n\n\nHere are his insider tips for job seekers to gain an edge when trying to attract the attention of recruiters.
\n\n\n\nWe asked Martin about the Meta recruiting process. He told us that the first step was talking to the hiring manager to learn how quickly they needed to fill the position, the must-have skills, and the nice-to-have skills. From there, he would build a list of keywords that he would use to search LinkedIn for candidates.
\n\n\n\nTwo key takeaways for how to get hired: LinkedIn is invaluable, as is having the correct keywords in your profile to show up in recruiter searches.
\n\n\n\nThe trick is finding the correct keywords to put in your LinkedIn profile. Here are a few ideas:
\n\n\n\n\n\n\n\nA handy tool for spotting keywords is a word cloud. Copy a resume or a job listing and paste it into a free word cloud generator to spot the most commonly used words.
\n\n\n\n![\"How](\"https://textexpander.com/wp-content/uploads/Job-word-cloud-560x299.png\")
Martin also said that it pays to put links to speaking engagements and personal blog posts on your LinkedIn profile, to show that you are an active participant in your field. Martin says it shows more context about you beyond what\u2019s on your resume, and it highlights soft skills like presentation and communication.
\n\n\n\nOne of the more surprising revelations in our interview with Martin is that he often sought out personal blogs of candidates for more information. In the age of social media, personal blogs are often viewed as quaint and outdated, but they are still a powerful marketing tool.
\n\n\n\n\u201cI like blogs\u2026I\u2019d research their own personal blogs and what they\u2019re saying to help me better understand their work,\u201d Martin says. \u201cThere\u2019s only so much a candidate can share on their one- or two-page resume or on their LinkedIn.\u201d
\n\n\n\nYears ago, Michael Ellsberg shared similar advice in his article, \u201c8 Steps to Getting What You Want\u2026 Without Formal Credentials.\u201d Ellsberg recommended using a blog to document your journey of learning about a field by reading a book about that field every week and writing a blog post about it. It seems like that advice from 2011 still holds up.
\n\n\n\nBut the value of a blog can go beyond demonstrating your professional qualifications. Martin told us he also sought out personal stories that demonstrate character.
\n\n\n\n\u201cOne of my candidates had a beautiful story on their journey from a third-world country to the United States, and how they broke into tech. That was a beautiful story and journey and helped me to understand that they\u2019re motivated and can handle hardships and challenges,\u201d Martin says. Of course, the candidate met the qualifications, but that story helped push them to the top.
\n\n\n\nPretty much everyone who\u2019s ever had a job knows that the job hunt is a numbers game.
\n\n\n\n\u201cWhen you\u2019re on the job hunt, it gets tedious to type out the same information over and over again,\u201d Martin says. \u201cLeveraging TextExpander reduces the amount of time I spend filling out applications.\u201d
\n\n\n\nMartin recommends creating Snippets for things you have to fill out over and over again in job applications, such as your:
\n\n\n\n\n\n\n\nMost of us primarily think about our hard qualifications, especially for technical roles, but recruiters and other experts often talk up the importance of soft skills, which are hard-to-teach interpersonal skills.
\n\n\n\nBut which soft skills do recruiters look for? Martin offers the following list:
\n\n\n\n\n\n\n\n\u201cWe of course get folks who are domain experts in their field, which is great, but it\u2019s also great to see someone who says, \u2018Hey, you know what, I\u2019m maybe an expert and a pro but I still know there are new things to learn, and I want to learn them there,\u2019\u201d Martin says.
\n\n\n\nBeing noticed by recruiters takes having the right balance of both core competencies and people skills.
\n\n\n\n\u201cIt\u2019s the right balance of hard and soft skills because someone can be the best machine learning engineer, but if they can\u2019t present in a room of people, then it\u2019s going to be hard for them to work with teams, get buy-in, and so on,\u201d Martin explains.
\n\n\n\nCome up with stories demonstrating how you exhibit these traits and highlight them on your blog and LinkedIn profile.
\n\n\n\nIt\u2019s all too common for job hunters to submit resumes over and over again and never hear anything back. We imagine recruiters with impossible piles of resumes in their inboxes and wonder if it\u2019s even worth the trouble.
\n\n\n\nMartin says that while they found most of their candidates through LinkedIn, resumes are still \u201cabsolutely important\u201d when sharing a candidate with hiring managers.
\n\n\n\n\u201cResumes are super important when you\u2019re sharing with your hiring managers, because they want to see the nitty gritties of the person\u2019s experience and whether they align with the opportunities that they have on hand,\u201d Martin says.
\n\n\n\nMartin\u2019s advice on resumes is likely similar to what you\u2019ve always heard: keep them short and to the point.
\n\n\n\n\u201cPeople who are concise and are able to keep that narrative very clearly on their resume. I think that\u2019s a huge plus,\u201d Martin says.
\n\n\n\n\u201cWhat we don\u2019t prefer to see is a 10-page resume. I feel like you can be more concise,\u201d Martin adds.
\n\n\n\nWhat about GPA on a resume? Martins says that\u2019s largely up to debate except for one detail: \u201cIf you had a low GPA, please do not put that on there,\u201d he says. It might be more important for new grads, but otherwise you can leave it off if you have experience.
\n\n\n\n