CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

CX 243

CX Customer Experience 243

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Customer Think

DECEMBER 29, 2022

My comments on Service Recovery as Your Superpower. So often I hear having a service and doing a great service recovery is good for you. Is an unnecessary service because of a defect good for a customer? As soon as you believe this, you are a loser. If you reach this point, you do need service recovery.

Manufacturing 121

Manufacturing 121

Customer Service Life

OCTOBER 13, 2020

So far it’s going great and the team has been receptive to the coaching. The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection. Reviewing the customer’s history and notes.

Customer Service 182

Customer Service Contact Center Gaming Education 182

Inside Customer Service

APRIL 29, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Dining out quickly loses its luster when you travel for work. Everything you eat is something that we've made."

Start-ups 147

Start-ups Customer Service Customer Experience 147

Intercom, Inc.

JANUARY 14, 2021

When it comes to making something people want, Hubert Palan always does his homework. With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. The best way to know your customers is through feedback. A CRM for Product.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom, Inc.

FEBRUARY 16, 2021

But does true originality exist in design or is it always influenced by what came before? So whether its originality of thought or artistic brilliance, the sheer scale of visual and conceptual input we experience on a daily basis can blur the lines between where your idea ends and mine begins. Not convinced?

Start-ups 283

Start-ups Transportation Innovation Technology 283

Inside Customer Service

SEPTEMBER 23, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. You don't need to be convinced that customer loyalty is important. If you're reading this, you know that already.

Customer Loyalty 147

Customer Loyalty Start-ups Customer Service Customer Experience 147

Intercom, Inc.

APRIL 29, 2021

Just ask any content marketer – they would rather have the resources and the time to focus on both, because to build a strong marketing brand, you need an approach that covers both the awareness and the acquisition. Blog articles, podcasts, ebooks, and videos have been the bread and butter for content marketers for a long time now.

Innovation 118

Innovation B2B Start-ups Education 118

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Futurelab

MARCH 20, 2022

It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. As a CX coach working with companies to understand their employees and customers, I was excited to dig into the report’s data.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Intercom, Inc.

APRIL 4, 2022

One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. Two roles at similar levels in similar looking companies can actually differ widely in practice.

Engineering 118

Engineering Start-ups Technology Technology 118

Zendesk

MAY 25, 2022

But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. It will also impact you on a more personal level. So if you’ve just dropped in on the CX scene, let me help you get up to speed.

CX 98

CX Social Media Start-ups Sports 98

Intercom, Inc.

JANUARY 3, 2020

More and more companies are reaching the tipping point where their human teams can’t keep up with their growing volume of support conversations. Chatbots are supposed to be the fix – providing basic help to customers while taking pressure off the team behind the scenes. There’s a lot riding on what our bots say – and how they say it.

Start-ups 222

Start-ups Customer Relationship 222

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. Sometimes, it can even tell us something about the world we live in. It’s been really fun.

B2B 118

B2B Education Start-ups Agriculture 118

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Start-ups 78

Start-ups Gambling Social Media Education 78

Intercom, Inc.

MARCH 15, 2018

They’re the ones making sure your app is secure, that uptime looks good, and that the rest of your engineering org has the right tools to build features your users need and want. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Intercom, Inc.

OCTOBER 3, 2019

You’ll head in the same direction but there are turns along the way. You don’t immediately shove the main course in your guests’ faces. Instead, you get them a drink, show them around, serve some appetizers, then the meal, followed by dessert – and you’re having a great conversation throughout. Short on time?

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Intercom, Inc.

JANUARY 16, 2020

But what happens when you take away the constraints of an actual whiteboard – the location, the space, and the time? In our discussion we unpack what this means for them as a company and for their customers. In order to understand the challenges of distributed teamwork the company operates out of four locations.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Inside Customer Service

APRIL 8, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. We're working on ways to Wow our customers." What is a customer service wow? Here are three of the most common.

Sports 182

Sports Contact Center Retail Customer Service 182

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. ” Pine thinks people should value the time they spend with you. Every company has to align what they charge with what their customers value.

Hospitality 78

Hospitality Hospitality AI Technology 78

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. America’s Best Customer Service Companies by Newsweek. It’s interesting how the scores determine the ranking.

Customer Service 129

Customer Service Government CX Start-ups 129

Intercom, Inc.

DECEMBER 28, 2022

We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. Like so many other companies in the space, Intercom was also affected by these difficult economic headwinds. You know how the saying goes, “An emoji can convey a thousand words.” Well that was quite the year.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. It is also where I first shared the Native to Natural model.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. That way, it’s much more likely to stick.

Engineering 118

Engineering Gaming 118

Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” And it is a question that customer support professionals ask me most often.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” I was fortunate to have Dr. Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way.

Hospitality 148

Hospitality Hospitality Sales Innovation 148

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

Intercom, Inc.

OCTOBER 1, 2020

We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. Knowing how and when to define a roadmap, who to include and how long to plan for are key elements to finding the balanced approach that you need. Where do you want to start?

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. Knowing how and when to define a roadmap, who to include and how long to plan for are key elements to finding the balanced approach that you need. Where do you want to start?

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

FEBRUARY 23, 2022

The past couple of years have been … challenging, to put it nicely. Most of us have been working remotely, isolated from friends, family, and coworkers, uncertain of what the future might bring, and it has all taken a toll on our mental health. Take a minute to savor the good things in life, even if it’s just a warm cup of coffee.

Start-ups 118

Start-ups Social Media Education Customer Service 118

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Raise your hand for new projects. JD : Absolutely!

Start-ups 101

Start-ups Customer Loyalty Customer Satisfaction Sales 101

Totango

MARCH 1, 2022

Did you know that while women make up more than 50 percent of the U.S. I think it’s really important to support more women in tech and leadership roles and I think the number one thing we need to do first is to actually show that it’s possible.”. Why do you think we need more women in tech? Check out their thoughts below.

Education 100

Education Technology Technology Start-ups 100

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. As Jacob says: “Being a leader doesn’t mean you’re better than other people.

Contact Center 130

Contact Center Technology Technology AI 130

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee.

B2C 118

B2C B2B Social Media Start-ups 118

TeamSupport

JUNE 23, 2020

How well do you really know your customers? It’s the question we asked in Part 1 of this blog series and answered with why it’s important in maintaining and growing your B2B (business-to-business) customer relationships. But what about prospective, or future, customers? I recognize you.

B2B 98

B2B Sports Social Media Healthcare 98