Uniphore

NOVEMBER 18, 2021

How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly? Studies have uncovered? For example,?

CX 162

CX Artificial Intelligence AI Business Growth 162

Intercom, Inc.

SEPTEMBER 29, 2022

Over the years, they’ve helped us keep teams aligned, create products our customers love, and guide our decisions through every roadmap, every strategy meeting, and every onboarding. First off, our Group Engineering Manager, Levent Ali , explains how engineers should be taking ownership of the solution.

Engineering 129

Engineering Start-ups 129

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

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Inside Customer Service

JANUARY 27, 2022

He scanned the report while tuning out my feedback, saying "Nope" anytime he saw a score he disagreed with. Many contact centers record customer phone calls and this disclaimer is often required for legal reasons. They also capture emails, chat sessions, social media responses, and other customer communication. The solution?

Contact Center 147

Contact Center Legal Construction Social Media 147

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

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. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Steven Van Belleghem

MARCH 27, 2023

So when Weiss founded direct-to-consumer makeup and skincare brand Glossier, it already had a cult-like following from her blog. The reason why Glossier is so extremely successful is because of its die-hard customer first culture and that’s why I wanted tell you about them. million in Series A funding.

CX 120

CX Social Media Customer Relationship Customer Feedback 120

Execs In The Know

APRIL 5, 2024

Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations. How Brands Are Prioritizing Channels Balancing customer preferences with operational constraints is an ongoing challenge in customer experience. The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 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

Intercom, Inc.

MARCH 10, 2021

Establishing an understanding of not only how much work takes place but how long it takes and how your projects are prioritized can drastically change your work life as an individual contributor. When you’re working in a fast-paced industry, it’s all too easy to reach burnout no matter what role you’re in.

245

245

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Intercom, Inc.

JANUARY 3, 2020

Chatbots are supposed to be the fix – providing basic help to customers while taking pressure off the team behind the scenes. We need these chatbot interactions to be frequent enough to make a real impact on team capacity but thoughtful enough that they protect our hard-won customer relationships. But there’s some tension at play.

Start-ups 222

Start-ups Customer Relationship 222

Customer Service Life

NOVEMBER 18, 2020

I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” ” Of course, it was on Shep Hyken’s blog some seven or so years ago. At its core is the guideline that if an employee is empowered to do so, they may say yes to a customer.

Contact Center 111

Contact Center Invoicing Finance Customer Loyalty 111

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021.

Customer Service 129

Customer Service Government CX Start-ups 129

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. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? 80% of net revenue comes from the customer base. We hope so! At Totango Live!

Customer Journey Map 97

Customer Journey Map Construction Touchpoint B2B 97

Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. .

Start-ups 178

Start-ups Sales Manufacturing Customer Loyalty 178

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Touchpoint 103

Touchpoint AI Gaming Innovation 103

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. How exactly has the industry evolved?

CX 130

CX Start-ups Customer Experience Customer Expectations 130

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. How do you get customers to keep coming back?

Customer Loyalty 147

Customer Loyalty Start-ups Customer Service Customer Experience 147

Dealing With Humans

DECEMBER 14, 2022

Today’s entry is about the closest thing to a “rant” that you will find on this blog, so far. No, I am not tired of challenging customers. Maybe it was, in fact, a customer from hell. Maybe it was, in fact, a customer from hell. There is no denying that some customers are never going to be happy, but guess what?

Social Media 97

Social Media Customer Service 97

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Well that was quite the year. Zara Burke , Principal Editor.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? 8 strategies to get great customer service based on YOUR actions: 1. 8 strategies to get great customer service based on YOUR actions: 1. Pay attention to HOW you speak to customer service associates as well as WHAT you say. Let’s say you ask for no mayo on your sandwich.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. Your attention to these nuances is the secret sauce to customer satisfaction. They want to be heard.

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ).

CX 173

CX Contact Center Start-ups Customer Experience 173

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

Lumoa

AUGUST 18, 2022

“How likely would you recommend (insert business name) to someone?” ” – a never-ending question asked to a customer in multiple ways and various forms. Furthermore, it fairly makes it easier to close the loop with the customers in the process. Here are three reasons why, and how you can prevent it.

Customer Journey Map 83

Customer Journey Map Close the Loop Customer Feedback Start-ups 83

Intercom, Inc.

AUGUST 18, 2022

How would she provide the right technical direction for the company? How are you going to get there? When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software.

Engineering 204

Engineering Start-ups Machine Learning Education 204

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. Know when to say “yes” and when to say “no”.

Start-ups 101

Start-ups Customer Loyalty Customer Satisfaction Sales 101

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.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom, Inc.

DECEMBER 10, 2019

Our industry is in the midst of a big philosophical debate about the fundamental way of thinking about how we build our products, with the focus shifting from the outputs of what we build to the business outcomes generated by those outputs. But knowing how these steps work is not the same as making it happen, and we think we know why.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

Intercom, Inc.

NOVEMBER 4, 2021

Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human. Branding is always evolving.

Start-ups 222

Start-ups B2B Customer Service 222

SurveySensum

JANUARY 24, 2024

Along with success, Alice also saw a plethora of feature requests from her customers, including her high CLV customers. Because the challenge is to prioritize which one – how to identify the one that has the biggest impact or aligns with the business goal. How to Manage Multiple Feature Requests?

Sales 52

Sales Customer Feedback Start-ups CX 52

Intercom, Inc.

OCTOBER 5, 2022

But no matter how isolating a management position can feel, you’re not going through it alone. But no matter how isolating a management position can feel, you’re not going through it alone. How can you build the resiliency needed to succeed at the job? And most importantly, as Lara Hogan puts it, you really don’t have to.

Engineering 118

Engineering Gaming 118

Totango

MARCH 30, 2021

If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires? 8 Steps for Scaling Customer Success.

Start-ups 118

Start-ups Customer Loyalty 118

The Customer Service Blog

JUNE 1, 2023

Rules preventing the sale of advanced tickets ‘on-the-day’ were abolished in July 2017 as part of changes to allow customers to "get the best possible deal whenever they travel". In future, customers will only be able to buy a cheap advanced ticket online or from a ticket machine. What are the changes? Why the changes?

Transportation 77

Transportation Government Legal Sales 77