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What great customer service is (and how to create it)
Great customer service is much more than putting on a friendly face; it's about considering your product and/or services at every step from the perspective of the customer.
New Year, same trends: the biggest learning trends from the year that was
2020 brought a new emphasis on learning; a bright patch in that otherwise dark, dreary year.
EPIC CX: ING
ING doesn't owe their success to their standout bright orange card, or even the glowing endorsement from the Barefoot Investor. No, in a sea of banks, ING stands out because of their focus on...
5 things you should be measuring for business success
Just as we know something is hot by comparing it to cold, we know we've succeeded or failed by comparing with past experiences.
How a simple tweak in your language can level up your customer interactions
To work is to communicate. Whether it's with colleagues, customers, or your internet carrier (a too frequent occurrence...), if you're workin', you're communicatin' (Mark Eggers 2020 Ⓒ). So it's pretty important we learn to...
Remote work: nine-months in
We've been WFH at Yarno for 9 months now. So the question is: how are we doing?
How we're using customer experience testing to level up the Yarno platform
We're currently working to create more 'delight the customer' moments by making getting set up on the Yarno platform as easy as possible.
The subtle art of writing a job advertisement
We're currently hiring at Yarno and our philosophy is that if you show your personality, people will show you theirs (aka, their true colours...shining through).
How to effectively onboard staff remotely (from someone who's been there)
Remote hiring means remote onboarding. Here's how to do it right from someone who knows best - a new remote-hire at Yarno!
Remote onboarding is hard! Here's how we do it
When we hired our newest CSM remotely we all breathed a sigh of relief - phew! - hard part over, right? But we'd forgotten the next, most important part: remote onboarding.
Hiring remotely during COVID
We've learnt a lot from hiring our first customer success manager fully remotely, so we thought we'd share our tips and tricks.
Epic CX case study: Pal's Sudden Service
It's all in the name: Pal's Sudden Service make customer service headlines because of their insanely speedy service.
