Execs In The Know

FEBRUARY 19, 2023

These past three years have taught us a lot, including the fact that consumers whose lives are disrupted and whose futures are uncertain need customer service that’s not only responsive and reliable but also human. Automation in manufacturing, warehousing, and distribution is what makes the Amazon experience so effortless.

Contact Center 52

Contact Center Innovation Manufacturing Technology 52

SurveySensum

DECEMBER 22, 2023

Recently, I contacted the customer support of an electronics brand to address an AC installation issue. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. But first – why should you focus on AUTHENTIC feedback?

NPS 52

NPS Gaming Education Customer Satisfaction 52

Fonolo

AUGUST 18, 2020

Customer perception is tough to measure because it’s usually comprised of both qualitative and subjective data. You can’t just count ‘customer perceptions’ in the same way you can other KPIs; you must be clever about how you do it. In short, there are two ways to find out how customers perceive your business: 1.

Social Media 75

Social Media Net Promoter Score Contact Center Customer Satisfaction 75

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Being reactive isn’t enough – you need to be proactive.

B2C 118

B2C B2B Social Media Start-ups 118

VOZIQ

FEBRUARY 1, 2023

Today, an effective retention strategy has to be quick and agile in responding to the growing complexity of customer churn. Companies should be swift in customer retention efforts in such a landscape, especially considering customer expectations continue to evolve. Your retention strategy must be proactive.

Sports 52

Sports Machine Learning Customer Retention AI 52

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ It was dubbed: On Brand, All Day, Every Day. The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately.

Customer Experience Management 142

Customer Experience Management Customer Retention Customer Satisfaction Customer Experience 142

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.

CX 129

CX Customer Experience Education Machine Learning 129

Beyond Philosophy

MAY 24, 2017

Why are ballparks focusing on craft beers and local favorites instead of the traditional hot dogs and cracker jacks? Why are ballparks focusing on craft beers and local favorites instead of the traditional hot dogs and cracker jacks? By improving the dining experience at ballparks, baseball teams make fans happy.

Gaming 138

Gaming Sports Hospitality Hospitality 138

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Zendesk

APRIL 5, 2022

When you invest time and energy in your customer support efforts, you’re investing in your company’s future. According to the Zendesk Customer Experience Trends Report 2022 , 73 percent of company leaders say there’s a direct link between their customer service and business performance. What is customer enablement?

Net Promoter Score 52

Net Promoter Score Education NPS B2B 52

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

Education 140

Education Technology Technology Customer Experience 140

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Customer Service 115

Customer Service Start-ups Customer Loyalty Customer Experience 115

Zendesk

AUGUST 4, 2021

Because cloud computing is the norm in our distributed, digital-first world, and startups need digital-first support strategies to help them grow by gaining and retaining customers. Scaling your startup with customer service. “In So as SaaS startups grow, how can they keep the feedback loop between customers and the company close?

Customer Service 98

Customer Service Social Media CX AI 98

Zendesk

FEBRUARY 7, 2022

Customer support is having a moment. In a highly competitive, digital-first world , providing your customers with responsive, relevant support is more important than ever. Customer support definition. What’s the difference between customer support and customer service? Customer support strategies.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

Intercom, Inc.

JANUARY 16, 2020

In our discussion we unpack what this means for them as a company and for their customers. Andrey explains why embracing the professional services sector in a unique way has paid dividends. We hear how sharing the pain that your customers experience is key to understanding it. Andrey and his team are finding out.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Beyond Philosophy

APRIL 21, 2015

This is why in my new ebook Unlocking the Hidden Customer Experience: Short stories to ensure remarkable success we discuss the design of emotions into a Customer Experience. In particular, Ariely, a behavioral economics expert, discussed why people feel less guilty spending gift cards instead of cash.

Customer Experience 103

Customer Experience 103

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

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview. About Mark.

Hospitality 0

Hospitality Hospitality Finance Innovation 0

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. IS NPS A DRIVER OF REVENUE? IS NPS A DRIVER OF REVENUE?

NPS 40

NPS Net Promoter Score CX Close the Loop 40

Comm100

NOVEMBER 27, 2017

s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. But why is that? What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone?

Social Media 116

Social Media Non-Profits Legal Manufacturing 116

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Customer Satisfaction 62

Customer Satisfaction Customer Feedback Customer Service Start-ups 62

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 44

Customer Experience Sales Government Start-ups 44

Qualtrics

MARCH 19, 2020

As Experience Management (XM) professionals, you can play an important role in helping your company weather the storm. As you think about making changes to your XM efforts (including Customer Experience, Employee Experience, Product Experience, and Brand Experience), here are some principles to keep in mind: Show humanity.

CX 56

CX Healthcare Close the Loop Actionable Insights 56

Qualtrics

SEPTEMBER 15, 2020

Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience. In this podcast, she shares best practices for how brands can adapt their digital CX programs to meet the evolving needs of today's digital-first consumer. How are brands responding to these shifts? It’s a mix.

Healthcare 26

Healthcare CX Innovation Start-ups 26

Intercom, Inc.

JULY 21, 2022

Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore. Ever since the beginning, our mission has been to make internet business personal, and the podcast has played a big role in that.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”. Alexander M.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Customer Service 40

Customer Service Hospitality Hospitality Omnichannel 40

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”. Alexander M.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Intercom, Inc.

MAY 10, 2018

Andrew’s been an angel investor and advisor for a slew of name-brand startups; however, he’s most widely known for his invaluable essays on growth. The Law of Shitty Clickthroughs” posits that successful channels will become less efficient over time , thanks to a crowding effect that exhausts potential users. “The

Start-ups 224

Start-ups Gaming Customer Acquisition B2B 224

Comm100

NOVEMBER 8, 2017

You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for?

Customer Service 42

Customer Service Start-ups Construction Customer Satisfaction 42

Zendesk

DECEMBER 1, 2020

Digital transformation was already vital to surviving in the ever-evolving digital economy and meeting the ever-increasing customer expectations it generates. But how to do it well often is—especially transformation supporting greater customer-centricity. Digital transformation and customer experience. Learn more.

AI 98

AI Technology Technology Artificial Intelligence 98

ECXO

JANUARY 30, 2024

The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. This is what the famous NPS attempts to measure.

CX 52

CX Customer Loyalty Education Customer Retention 52

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? Lynn is the Chief Customer Officer of CX consultancy ClearAction. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

Fonolo

SEPTEMBER 14, 2023

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. In this blog, we’ll discuss how to create goals that will take your call center to the next level. Using the S.M.A.R.T

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Intercom

OCTOBER 27, 2021

?. Gone are the days of siloed customer operations , where sales lands a deal and hands it off to another team. The customer journey doesn’t end with a purchase, and if you’re not actively working to delight and retain your customers , sooner or later, you’ll have a leaky bucket on your hands. No more mass messaging.

Customer Relationship 64

Customer Relationship Sales Start-ups Technology 64

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64