Intercom, Inc.

SEPTEMBER 1, 2021

This means better outcomes for everyone: from the teams we work with to, more importantly, our customers. It’s up to us to know everything about our customers – who they are, where they hang out, and what pain points we can solve for them”. But we’ve always maintained, and even improved, those close partnerships.

Start-ups 138

Start-ups Sales Gaming 138

CX Journey

SEPTEMBER 19, 2018

It appeared on their blog on March 22, 2018. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Customer Advisory Boards Advisory boards offer benefits to both customers and to your company.

Social Media 34

Social Media B2B Voice of the Customer Sales 34

Sprinklr

SEPTEMBER 8, 2021

“Government doesn’t need to worry about customer experience. Where else are customers going to go to get what they need?”. I hear this fairly often when I tell people about my work in government customer experience. Why is customer experience so important for the public sector? I understand the perception.

Government 72

Government Social Media CX Artificial Intelligence 72

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play. The main goal?

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Confirmit

FEBRUARY 11, 2019

While I attended as an advisory board member, I was able to sit in on the second day of the four-day, on-site event. Focus on building a customer-centric culture. Your teams need to buy into your CX work to shift culture in the right direction and put customers at the heart of what you do. Continuously rethink.

CX 40

CX Voice of the Customer Innovation Technology 40

ClientSuccess

MARCH 8, 2018

Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts. See point one.

Start-ups 40

Start-ups Customer Feedback 40

1 to 1

JUNE 6, 2014

John Maeda is both Design Partner at Kleiner Perkins Caufield & Byers, and chair of the eBay Design Advisory Board, where he collaborates with design leaders across eBay to disseminate design thinking. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Experience 45

Customer Experience 45

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all ! I don't even know how that makes sense.

VOC 58

VOC Social Media Start-ups Customer Loyalty 58

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. With the rise of popularity in this topic, there are thousands of EX blogs and websites. China Gorman – Gorman is the managing director for UNLEASH, a board member for HCRI, and a speaker.

Social Media 52

Social Media Technology Technology Education 52

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 345

Social Media VOC VOE Contact Center 345

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. But before I outline those 10, there's an even bigger issue that needs to be addressed: thinking that you don't need to listen to customers or ask for feedback at all ! I don't even know how that makes sense.

VOC 32

VOC Social Media Start-ups Customer Loyalty 32

Qualtrics

JUNE 6, 2019

The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. Brand experience (BX) is what drives target customers’ perceptions, emotions, and preferences, which influence their purchase and usage behavior.

Transportation 33

Transportation Entertainment Sports Social Media 33

ClientSuccess

JULY 29, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Mentor Questions.

Start-ups 59

Start-ups Innovation Touchpoint Customer Service 59

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Social Media 182

Social Media VOC VOE Contact Center 182

Uniphore

JANUARY 4, 2022

Board of Directors. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Discover new ways to build and enhance contactless relationships with customers. Conversational AI Platform. U-Self Serve. Case Studies.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

CX Journey

DECEMBER 19, 2018

It appeared on their blog on March 26, 2018. There are a lot of different ways to listen to customers and employees. One of my favorite approaches is via a customer advisory board. What is a customer advisory board? Running a customer advisory board is really a full-time job.

Close the Loop 36

Close the Loop Start-ups Customer Retention Customer Loyalty 36

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 80

Customer Service Artificial Intelligence Start-ups Education 80

ClientSuccess

SEPTEMBER 24, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. One of those questions asks, “ What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization?

Engineering 40

Engineering NPS Start-ups Sales 40

Intercom, Inc.

MAY 10, 2018

I hosted Andrew on our podcast to chat about the changing landscape of customer acquisition, how his “Law of Shitty Clickthroughs” manifests itself in today’s growth channels, and what the rest of us can learn from the likes of Dropbox and Uber. If you enjoy the conversation check out more episodes. Adam: What drew you back?

Start-ups 224

Start-ups Gaming Customer Acquisition B2B 224

Customer Bliss

AUGUST 22, 2017

Zvi Baida and I discuss his very large “hybrid” role where he runs the service operation and customer experience for Shufersal — the largest supermarket in Israel. He walks us through his customer experience formula and his attempts at uniting process, people and technology. That triumvirate of steps is where the journey began.

Social Media 50

Social Media Finance Retail Technology 50

Qualtrics

APRIL 9, 2019

In a recent blog post and during a panel chat at the recent Qualtrics X4 conference in Salt Lake City, we talked about the many ways you can leverage customer and citizen feedback to help your business or government agency get ahead of operational and business risk. Democratize the customer X (experience) and O (operational) data.

Government 46

Government Social Media Contact Center Start-ups 46

Uniphore

OCTOBER 26, 2021

Uniphore provides a unique value proposition that combines improved CX along with a great return-on-investment, increasing customer satisfaction while driving cost savings. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more.

Innovation 179

Innovation AI Artificial Intelligence Sales 179