SurveySensum

SEPTEMBER 6, 2023

To my surprise, I found numerous positive reviews and recommendations from delighted OnePlus customers. They shared stories of excellent customer service, speedy issue resolutions, and fantastic phone features. Now, imagine a scenario where these satisfied customers didn’t share their positive experiences.

NPS 52

NPS Social Media Net Promoter Score Customer Loyalty 52

Beyond Philosophy

FEBRUARY 16, 2015

I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). Blogs Thought Leadership' WOM directly and indirectly drives business performance: It propels, and also.

B2C 159

B2C B2B Sales Customer Experience 159

Totango

FEBRUARY 23, 2023

How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’”

Net Promoter Score 83

Net Promoter Score NPS Touchpoint Technology 83

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

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. We hear how sharing the pain that your customers experience is key to understanding it. A virtual whiteboard on steroids.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Bill Quiseng

MARCH 28, 2016

This week’s blog post is contributed by a very special guest, actually more like a guest star, Nancy Friedman , better known as “The Telephone Doctor.” Can you tell I’m a big fan?) By using only a few of these Telephone Doctor tips, you will raise awareness and increase customer satisfaction.

Entertainment 128

Entertainment Social Media Customer Service Customer Satisfaction 128

Win the Customer

MARCH 7, 2016

Not so long ago, I was a complete rookie to the blogging world. You know the feeling when you have to choose between many options but you don’t have all the knowledge and understanding to make a sound decision? I needed to select a hosting site to start my blogging adventure. But I had no choice.

Customer Experience 95

Customer Experience Social Media Contact Center Start-ups 95

Hodusoft

FEBRUARY 29, 2024

That’s one of their most potent tools to deliver exceptional customer service. The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Artificial Intelligence 52

Artificial Intelligence Social Media Compliance AI 52

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

Comm100

DECEMBER 8, 2017

Another Thanksgiving has come and gone, but that doesn’t mean you’ve missed your chance to be thankful. In fact, if you’re going to run a successful, customer-centric business, it is important that you express gratitude towards your customers regularly. Why Thanking Your Customer Pays Off.

Social Media 50

Social Media Start-ups Customer Retention Customer Service 50

Intercom, Inc.

JUNE 26, 2019

Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team. Before you write your talk. Find people you adore.

Education 215

Education Start-ups Engineering 215

Customer Service Life

APRIL 16, 2019

This article was originally published on the FCR blog on March 22, 2019. I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. He still closed the chat with, “Thank you so much for contacting us. Click here to read the original. Have a great day!”

Social Media 97

Social Media Start-ups Customer Service Contact Center 97

Fonolo

OCTOBER 23, 2018

“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note.

Customer Satisfaction 85

Customer Satisfaction Technology Technology Customer Service 85

Beyond Philosophy

AUGUST 25, 2019

Imagine you are selling a used car. Would you haggle as hard? When you’re selling it to your brother, you recognize that this is one point in a much longer relationship. With family, you feel responsible if anything goes wrong. First You Must Decide What You Want .

Customer Expectations 143

Customer Expectations Gambling Start-ups B2B 143

Beyond Philosophy

OCTOBER 11, 2018

It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. For example, someone holds the door for you when you walk into the store, so you let them take the spot in front of you in line. Why Customers Make Strange Decisions.

Sales 137

Sales Customer Loyalty Start-ups Customer Experience 137

CSAT.AI

OCTOBER 3, 2018

After all, businesses without customers don’t stay in business. It is vital to keep and grow your customer base. That means providing an exceptional experience with customer service. Customers: love them or lose them. Customers: love them or lose them. Happy Customers. Anticipate Customer Needs.

Sentiment Analysis 52

Sentiment Analysis Engineering Customer Service Sales 52

Doing CX Right

OCTOBER 20, 2020

Who are your favorite companies, and what makes you brand loyal? Customers, including me, spend triple the price at Starbucks compared to other local coffee shops. R esearch proves this to be true as you can see from a PWC study below. . Leverage the Voice of Customer ( VoC ) In Everything You Do?? .

Gaming 69

Gaming VOE VOC Close the Loop 69

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.

Mystery Shopper 126

Mystery Shopper Contact Center Social Media Retail 126

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. We invested in more social and video content as well to connect with more of you. The best of the blog.

Engineering 150

Engineering Start-ups Gaming Sales 150

Intercom, Inc.

OCTOBER 17, 2018

When you think of Intercom, you probably think of software, our Messenger, perhaps this blog. You probably don’t think of comics, but for many Intercom staff, the “Intercomic” has become a coveted part of their job here, a very personal marker of progress and belonging. You will see us. You will see Intercom.

151

151

Intercom, Inc.

JANUARY 14, 2021

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. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. A CRM for Product.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Zendesk

AUGUST 16, 2023

Businesses are rethinking how they get things done thanks to advances in generative artificial intelligence (AI). Read on to learn when you should use each service. ChatGPT and Bard aren’t ready to be used as customer-facing tools on their own, but generative AI models can enhance the performance of a company’s specialized bots.

AI 52

AI Artificial Intelligence Engineering Machine Learning 52

CX Journey

OCTOBER 3, 2018

This week, we are celebrating CX Day and Customer Service Week. I've written about the differences before: Customer Experience is More Than Just Customer Service Customer Service or Customer Experience Customer Experience Isn't Just about Customer Service Looks like I need to get more creative with my blog post titles!

Customer Service 72

Customer Service Customer Experience Invoicing Touchpoint 72

SurveySensum

NOVEMBER 22, 2023

Do you know that 88% of online customers don’t return to a website after a poor user experience? Through website feedback – a compass guiding you toward satisfied customers and higher profits. Through website feedback – a compass guiding you toward satisfied customers and higher profits.

E-commerce 52

E-commerce Social Media Construction Customer Feedback 52

Comm100

MARCH 9, 2022

In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience. Through a combination of innovative services and new technology, you’ll learn how credit unions can improve member experience with current and future members, as well their customer service reps too.

Omnichannel 71

Omnichannel Social Media Start-ups Innovation 71

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Artificial Intelligence Omnichannel AI 80

PeopleMetrics

APRIL 29, 2016

In the arms race for customer intelligence and customer experience improvement, you may find yourself compelled to blindly collect data. Which data do you want to collect? Now, if you find yourself in such a place: SNAP OUT OF IT. Too Much Data Can Be Averse to Improving Customer Experience. RH: I agree.

Customer Experience 70

Customer Experience Actionable Insights Touchpoint Customer Feedback 70

Intercom, Inc.

FEBRUARY 26, 2018

It’s hard to win a battle you don’t realise you’re in. It’s even harder if you don’t know all of the armies on the field, their strategies and weapons, or even who’s a friend and who’s a foe. They have the same great ideas and are trying to beat you at your own game. On the one hand, you might think this is a good thing.

Engineering 224

Engineering Technology Technology Innovation 224

Comm100

NOVEMBER 15, 2022

The importance of customer service cannot be understated. A positive customer service experience makes 94% of consumers more likely to purchase. With a higher value placed on customer service comes higher expectations too. In fact, 99% of customers believe that companies need to improve their support offering.

Omnichannel 52

Omnichannel Contact Center CRM Social Media 52

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. The emotion behind a statement helps better understand what a customer said and meant. Click here to read the original. Voice Analytics.

Machine Learning 60

Machine Learning Contact Center Artificial Intelligence Engineering 60

PeopleMetrics

FEBRUARY 13, 2015

Male classmate notes the lack of plot, adds, “But maybe…”. Especially if you want to make things better. So in the interest of your stiff upper lip, here are three things to think about when you receive harsh customer feedback. Your employees interact with your customers every day. Author: [CRIES]. Not so much.

Customer Feedback 97

Customer Feedback Voice of the Customer Customer Experience 97

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B Innovation Touchpoint 62

Intercom

APRIL 27, 2023

You might say your business prioritizes the needs of your customers. You might even say your customer-service is customer-centric. But do you have what it takes to earn the title of customer-obsessed? The terms customer-obsessed, customer-centric, and customer-focused sound pretty similar.

CX 52

CX AI Start-ups Customer Service 52

SurveySensum

JANUARY 24, 2024

Along with success, Alice also saw a plethora of feature requests from her customers, including her high CLV customers. Here are the 7 strategies you can employ to streamline your feature requests process. Where you can visualize, manage, and update the requests. How to Manage Multiple Feature Requests?

Sales 52

Sales Customer Feedback Start-ups CX 52

Intercom, Inc.

OCTOBER 1, 2020

If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together to build a feature but in a larger company it’s a recipe for chaos.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together to build a feature but in a larger company it’s a recipe for chaos.

Engineering 165

Engineering Start-ups Finance Sales 165

Zendesk

DECEMBER 1, 2021

It’s what every business strives to achieve: attract new customers, provide unparalleled service and goods, and build a relationship that ends up in years of repeat business. Getting there, however, requires more than good intentions—it takes implementing a customer lifecycle management process. Customer engagement is key here.

CRM 52

CRM Social Media Customer Acquisition Customer Loyalty 52