Customers That Stick

MARCH 24, 2021

The spring season of the Crack the Customer Code podcast is over halfway done, and we’ve had some amazing guests and discussions this season. In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility. GET THE FREE REPORT HERE: [link] /ctcc.

CX 78

CX AI Customer Service Customer Experience 78

Beyond Philosophy

SEPTEMBER 21, 2023

When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation. Surprisingly, many non-number factors have a lot more sway for customers. There’s a famous story about the first Home Depot. The reverse is true, also. The founder was furious!

Non-Profits 88

Non-Profits Construction 88

Intercom, Inc.

FEBRUARY 14, 2019

You often hear great talks about the founding story and how to drive that first phase of growth. It might be to launch a new product, to define a new category or to hit $1M in revenue. You hit your goal – you launched that new product, defined that new category, hit $1M in revenue. Your customers don’t want you to go it alone.

188

188

Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity.

Artificial Intelligence 186

Artificial Intelligence Technology Technology Innovation 186

ECXO

FEBRUARY 26, 2024

I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions. In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty.

E-commerce 115

E-commerce Sales Social Media CX 115

Customer Bliss

MARCH 12, 2020

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience.

CX 115

CX Customer Experience Sales 115

Intercom

FEBRUARY 16, 2023

The six Cs – cost, convenience, category expertise, curation, community, and customization – are like ingredients to help businesses build meaningful relationships with customers. Finally, your Cs aren’t something you get off a brainstorming session in a conference room – they should always come from the customers.

Retail 105

Retail E-commerce Artificial Intelligence Start-ups 105

Zendesk

DECEMBER 2, 2022

During periods of economic instability and uncertainty, customer service leaders are faced with more than standard-fare challenges. These generally fall into three primary categories: Lowering and prioritizing costs. Retaining customers, who may be facing these same challenges.

Customer Service 52

Customer Service 52

Intercom, Inc.

OCTOBER 2, 2018

Over the past few years Intercom’s customer base has grown considerably beyond the startup and product-focused readership we initially focused on with Inside Intercom. Simultaneously, Intercom has introduced features for larger companies: our customer base now runs the full gamut from early stage startups to large established companies.

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

Confirmit

FEBRUARY 11, 2020

Select your category. There are seven categories this year so you’ll need to focus your efforts wisely. If you’ve defined what winning the award will mean to your business, you’ll probably have an idea of which categories are right for you. B2B organizations should definitely be entering the B2B category.

B2B 52

B2B Voice of the Employee Voice of the Customer Innovation 52

Intercom, Inc.

APRIL 18, 2019

They didn’t know it at the time, but they had also created an entire business category: an on demand, short-term rental marketplace, which has shot the value of their business north of $38 billion. As the likes of Airbnb, Uber and Apple have found, creating an entirely new category can be a lucrative business.

Education 112

Education Start-ups Technology Technology 112

Confirmit

FEBRUARY 5, 2020

It was all about customer feedback then. If you’re familiar with the awards you’ll notice that we’ve revamped the submission forms and categories this year. So, we’ve introduced the Professional of the Year category. Just download the submission form for your category and send it to us by March 16 th.

Voice of the Employee 52

Voice of the Employee Voice of the Customer CX Technology 52

Totango

APRIL 2, 2021

Did you know that about 95% of customers read reviews before making a purchase? Or that 78% of customers who read reviews were satisfied with their purchase? At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

B2B 62

B2B Customer Satisfaction Start-ups Technology 62

Experience Investigators

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Even customer journey maps can neglect key phases of the customer experience.

Close the Loop 108

Close the Loop Customer Journey Map Education Invoicing 108

VOZIQ

JUNE 8, 2022

At VOZIQ AI, we have been talking about how AI-driven, proactive retention interventions through care and marketing can enable subscription businesses to unlock precedented value by driving customer retention, a determining driver of growth. There are several studies, statistics, and success stories supporting it.

Machine Learning 40

Machine Learning AI Predictive Analytics Customer Retention 40

Fonolo

NOVEMBER 18, 2021

Think about a time you had a bad customer experience. Or maybe you ordered a defective product and didn’t get proper customer support. Creating a Customer Service Strategy That Drives Business Growth. How can companies assess whether their customers are loyal? Customers answer on a rating scale of 0 and 10.

Net Promoter Score 87

Net Promoter Score NPS Contact Center Construction 87

Win the Customer

JUNE 13, 2023

AR is revolutionizing the retail landscape by offering customers interactive and immersive experiences that were once unimaginable. AR is revolutionizing the retail landscape by offering customers interactive and immersive experiences that were once unimaginable.

Retail 52

Retail Technology Technology Gaming 52

Shep Hyken

FEBRUARY 9, 2022

We’re not going to discuss the typical customer data that might bore most people, although I’ll admit that I get excited and geek out about the data, stats, and facts that show trends in business. Relationship data, as it applies to business, can be seen in some of the spreadsheets you look at related to a customer.

Customer Service 74

Customer Service Customer Experience 74

Fonolo

MAY 5, 2020

One of the best things about our industry is that we get to work with lots of wonderful people whose goal in life is to improve the lives of their customers. And that’s why we’re so excited to share this particular success story with you… Who is Credit Union of Colorado?

NPS 62

NPS Contact Center Customer Satisfaction Technology 62

Beyond Philosophy

JANUARY 19, 2015

and Israeli business schools, represents large data sets covering online word-of-mouth, offline word-of-mouth, brand equity, and customer brand research. brands, covering 16 product categories, were analyzed during the period from 2007 to 2010. Blogs Customer Research' Over 600 of the most talked-about U.S.

Sports 143

Sports Social Media Technology Technology 143

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. In This Article: Why is Sentiment Analysis on Customer Feedback Important?

Sentiment Analysis 83

Sentiment Analysis Customer Feedback Customer Experience Actionable Insights 83

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. Four years later, and as the company moves decidedly upmarket with their customer base, it’s adapting its sales cycles to cater for bigger clients.

Finance 162

Finance Engineering Sales B2C 162

Beyond Philosophy

APRIL 18, 2017

On rewarding regular customers with promotions to keep them coming back. On improving the customer’s experience at the time of purchase. On customers who are only starting to consider making a purchase. Customers aren’t as loyal as you think they are. For cosmetics and shoes, almost everyone did.

Sales 124

Sales Social Media Start-ups Management Consulting 124

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. With a company like Airbnb, which has 2 sets of customer bases to appeal to, customer listening becomes more complex.

Net Promoter Score 81

Net Promoter Score NPS Start-ups Gaming 81

Zendesk

FEBRUARY 14, 2022

Clarke, who wrote the story that the 1968 movie was based on, went through several creative bot names before landing on HAL (Heuristically Programmed Algorithmic computer). Any one of these bot names had the potential to change the reader’s idea of the robot’s personality, and thus the story, dramatically.

Customer Relationship 98

Customer Relationship Artificial Intelligence Social Media AI 98

Confirmit

MARCH 23, 2020

In case you missed it and are only just joining us, it's the 15th anniversary, and this year the awards have evolved to include 2 new categories. For 2020 Confirmit is introducing a new Professional of the Year category. The judges want to hear your story. Voice of the Customer Voice of the Employee Company.

Voice of the Employee 40

Voice of the Employee Voice of the Customer CX Customer Experience 40

Fonolo

JUNE 19, 2019

We are attracted to the story of new technologies upending sclerotic industries: Old oaks being felled, their cores long ago rotted, to let new saplings reach for the sun. E-Commerce didn’t really impact the airlines – they just got to reduce customer service costs – but it decimated the travel agent. Carriers are Fine.

E-commerce 113

E-commerce Innovation Technology Technology 113

Beyond Philosophy

SEPTEMBER 17, 2014

Prejudice exists in Customer Experience as well. There are some points he makes in the video that I think warrant a closer look, particularly as they relate to Customer Experience. Subconscious or gut instincts affect our decisions about Customer Experiences as well. Look at the Harley Davidson Customer as an example.

CEM 120

CEM Sports Government Start-ups 120

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. My oldest daughter has a new baby.

Customer Experience 162

Customer Experience CX Technology Technology 162

Taylor Reach Group

MAY 11, 2021

This is particularly enhanced in Call Centre Operations because, from a customer perspective, all interactions are moments of truth as customers decide whether their service experience is consistent with the brand image. Guiding principles empower staff: Gives employees a sense of empowerment to do right by the customer.

Customer Service 145

Customer Service Customer Satisfaction CX 145

SurveySensum

NOVEMBER 28, 2023

And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty. But how to rectify it and utilize customer feedback to its true potential? Let’s find out!

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Beyond Philosophy

JULY 14, 2022

Many of you know I also have a podcast called “ The Intuitive Customer. ” We had a 5-star review titled “Delightfully Humorous and Informative” that I thought I would share: “The dynamic between the two hosts absolutely makes the podcast. Wordplay falls in this category, too. The classic setup punch lines use it. .

Contact Center 165

Contact Center CX 165

Execs In The Know

APRIL 25, 2024

Conversational AI, often referred to as chatbots or virtual assistants, has promised many industries that the exorbitant costs of human-led support would decrease significantly through the automation of customer interactions. Agents can ask this virtual assistant any questions they might have while interacting with customers.

AI 52

AI CXM Engineering Business Operations 52

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. Customers are looking more and more to their peers before considering a purchase.

B2B 118

B2B Education Start-ups Agriculture 118

Totango

MARCH 27, 2020

Retaining loyal customers is equally as important as converting them in the first place, perhaps even more so. How do you address, much less predict, your customers’ needs and goals as they naturally grow and evolve over time in order to foster a lasting connection? Beware of vanity metrics that don’t tell the full story.

B2B 83

B2B Net Promoter Score Scorecard Customer Journey Map 83

SurveySensum

FEBRUARY 13, 2024

Creating detailed customer profiles is key; it allows you to tailor your services and products to meet user expectations. Simple and intuitive search filters and categories enhance the overall search experience. They don’t just sell shoes; they tell inspiring stories of athletes conquering challenges. Strategy 3.

Gaming 52

Gaming Social Media Customer Feedback Customer Satisfaction 52