Experience Investigators

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” This is how the conversation started. The business leader proudly walked up to the whiteboard, and drew this: And that’s the challenge. HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric?

Customer Journey Map 98

Customer Journey Map Customer-Centric Organization Start-ups Customer Feedback 98

Experience Investigators

AUGUST 17, 2021

This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. So how do you run better CX meetings? How Can We Prioritize CX efforts? How Can We Prioritize CX efforts? How Will This Team Work Together?

Customer Experience 132

Customer Experience Net Promoter Score CX Start-ups 132

Intercom, Inc.

OCTOBER 22, 2020

As the Chief Experience Officer at Officium Labs and the co-founder of CX Accelerator , a virtual community for customer experience professionals, Nate has over a decade’s experience helping business leaders and employees create powerful end-to-end customer journeys. The trick, Nate believes, lies not in radical, overnight changes.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. Can provide qualitative, emotional feedback to add to the overall quantitative feedback of the customer’s experience. But there are key questions to ask regarding: How to gather customer feedback.

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Execs In The Know

MARCH 16, 2023

An organization’s ability to adapt to change, build the business case for investments, and leverage partnerships to get ahead will continue to separate the market winners from losers in the years to come. I think some of these emerging capabilities can distract from the overall strategy and vision if you aren’t careful.

Contact Center 97

Contact Center Innovation AI Technology 97

Experience Investigators

DECEMBER 8, 2020

Any time changes demand you assess and adjust your goals, strategy, and tactics. In these moments, we typically ask questions like: What goals did we meet? What goals did we miss? Comedian Robyn Schall discovered her 2020 goals and created a viral video of why they were now hilarious. Did we meet it?

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

ECXO

DECEMBER 20, 2023

Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results. We need an honesty jar here. In reality, there are inherent, and regulatory, limits to what you can achieve.

Customer Experience 52

Customer Experience B2B AI Machine Learning 52

Intercom, Inc.

OCTOBER 29, 2019

As Intercom’s business grew rapidly in 2017, we found ourselves at this exact crossroads. We could no longer assume all our customers had uniform needs and could be reached the same way. Authoritative, actionable strategies on how to grow your business. This final assumption in particular was no longer true or useful.

B2C 184

B2C Finance Engineering Sales 184

Execs In The Know

JUNE 7, 2023

In an era where customers hold the power, their experience with a brand can make or break its success. With advancements in technology and changing customer expectations, the landscape has shifted, giving rise to innovative outsourcing solutions that prioritize personalized, seamless, and meaningful customer experiences.

CX 85

CX Compliance Artificial Intelligence AI 85

Intercom, Inc.

DECEMBER 16, 2020

Whether they’re stuck in outdated ideas about what sales teams look like and how they work, or they simply aren’t investing in their reps’ growth the way they should be, many companies have yet to unlock the full potential of their sales teams. Here’s how you can focus on collaboration without stifling ambition.

Sales 143

Sales Start-ups Education Customer Feedback 143

ClientSuccess

FEBRUARY 14, 2023

Even an attitude of empathy; by understanding each customer’s unique problems and addressing them from an emotional perspective, companies can craft solid relationships and provide exceptional service that stands out. ” -Abraham Lincoln How do you show empathy? How do we develop empathy? What is empathy?

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Experience Investigators

JUNE 13, 2023

The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO). This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

Experience Investigators

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. How are they created? And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? But what are they, really?

Customer Journey Map 136

Customer Journey Map B2B B2C CX 136

SurveySensum

MARCH 11, 2024

Recognizing the importance of cultivating such an environment, it’s essential to delve into the mechanisms that drive this positive change. By understanding and implementing these practices, we not only enhance our immediate working conditions but also contribute to the broader success and sustainability of our organizations.

Finance 52

Finance 52

Experience Investigators

JULY 12, 2022

Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. Can provide qualitative, emotional feedback to add to the overall quantitative feedback of the customer’s experience. What feedback do we want?

VOC 52

VOC Close the Loop Social Media Voice of the Customer 52

Zendesk

MARCH 29, 2023

In March, we celebrate Women’s History Month and International Women’s Day to honor women’s accomplishments and contributions to our culture and society. But many incidents go unreported—victims may be too afraid to speak out, might not recognize the signs, or may not know how or where to get help. And Sophia the chatbot was born.

Government 98

Government Start-ups Education Technology 98

Intercom, Inc.

MARCH 24, 2021

But as your company grows, how do you offer personalized support at scale without burning out your team or budget? How do I update my password?” Answering simple, repetitive questions like these can feel like Groundhog Day for your team. Modern self-serve support is key to scaling smarter. What’s your cancellation policy?”

Start-ups 165

Start-ups Customer Expectations Customer Loyalty Engineering 165

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

SurveySensum

APRIL 1, 2024

Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust. Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Experience Investigators

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The leaders I speak to express this same feeling. The leaders I speak to express this same feeling. Challenge #3. Put simply: it’s not easy! Challenge #2.

CX 52

CX Sports Customer Journey Map Hospitality 52

Sprinklr

SEPTEMBER 1, 2021

The friends who listen to us are the ones we move toward. When we are listened to, it creates us, makes us unfold and expand.” How much of your time do you really spend listening, in your personal life and in your professional life? Our approach — Listen, Learn, Act — changed everything! ” — Karl A.

Start-ups 74

Start-ups 74

Experience Investigators

JULY 11, 2023

“We’re going to be customer-centric !” However, achieving these outcomes requires more than just collecting customer feedback and making reactive changes. Without a proactive approach, organizations often face the following challenges: Limited Impact : Customer feedback alone does not create meaningful change.

Customer Experience 40

Customer Experience Customer Feedback CX Customer Loyalty 40

CX Accelerator

JUNE 19, 2018

Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion. So what’s the big deal?

Customer Experience 159

Customer Experience CX Start-ups Engineering 159

Sprinklr

SEPTEMBER 8, 2021

We can’t oversimplify the situation! They can: Complain to elected officials. Few public sector leaders, or their employees, want to be at the center of that. From where I sit, these are the trends that stand out that I believe we will be seeing more of in the future. I understand the perception. For example, the U.S.

Government 72

Government Social Media CX Artificial Intelligence 72

SurveySensum

FEBRUARY 6, 2024

But fret not; there is one thing you can do! It’s like changing a “see ya” into a “let’s give it another try.” Well, research says that businesses can win back 70% of dissatisfied customers when their issues are resolved. So, let’s get started, shall we?

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

Execs In The Know

OCTOBER 30, 2022

On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado. The core theme of this year’s Summit revolved around Inspiration, Innovation, and Imagination to create legendary customer experiences.

Innovation 52

Innovation Artificial Intelligence AI CX 52

Callminer

JULY 23, 2019

However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback. Lack of Skill: Some leaders are ready to tackle feedback, yet miss the skills needed for preparation, delivery and follow-up.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Intercom, Inc.

NOVEMBER 14, 2018

As a sales leader, that means you have to be able to interpret and use data about your team and organization throughout the sales cycle. If you’re forecasting short on your global revenue target, do you know how you’ll make up the difference? Both can be corrected to get us up and over the line. That’s not a rhetorical question.

Sales 188

Sales Start-ups Finance Gaming 188

SurveySensum

NOVEMBER 22, 2023

By paying attention to this feedback, you can transform your website into an experience that caters directly to their needs. Designing Intuitive and Easy-to-Fill Feedback Forms Intuitive and easy-to-fill feedback forms can significantly impact the quality and quantity of insights gathered from users.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

Zonka Feedback

OCTOBER 1, 2022

“ Perfection is not attainable, but if we chase perfection, we catch excellence. ” - Vince Lombardi. The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. What is Product Improvement?

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Intercom, Inc.

FEBRUARY 5, 2019

You can delay it until you’ve acquired your first 100 or 1,000 customers, but at some point you’ll need to find sustainable traction in the market. A well defined sales strategy is your path to meaningful, sustainable growth. To help get you started, we’ve curated advice from industry leaders at and outside of Intercom.

Sales 177

Sales Start-ups Gaming Education 177

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The traditional metrics for CX’s success in today’s market are changing. But how to do that? That’s why businesses must start a journey to humanize their feedback processes.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

Intercom, Inc.

MAY 15, 2018

In a business climate where customer support is often considered a cost center, we’ve seen firsthand that investing in real-time support actually drives revenue and customer satisfaction. It does, however, come with its fair share of operational challenges. For the former, we settled on a benchmark of 2 minutes.

Start-ups 193

Start-ups Customer Satisfaction Customer Expectations 193

Intercom, Inc.

FEBRUARY 25, 2021

In this guide, Annette writes about the best way to get inside the mind of your customer, and how to use those insights to create better customer experiences. How to put the “customer” in “customer experience”. Finally, and only when you have those two systems in place, you can (and must) start empathizing with them.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Zendesk

DECEMBER 23, 2020

The future of customer satisfaction and customer retention relies on support agents who can truly wow customers. But here’s what my teammates at Lessonly and our partners at Zendesk believe: The future of customer satisfaction and customer retention relies on support agents who can truly wow customers. Enter these four tips.

Customer Service 64

Customer Service Customer Satisfaction Customer Retention Start-ups 64