Intercom, Inc.

JUNE 22, 2020

In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. With our recent launch of Mobile Carousels , we tapped into the possibility of creating and nurturing better customer relationships through mobile.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

Logicalware

OCTOBER 30, 2023

They manufacture and distribute high-quality nutritional supplements directly to their customers all over the world.  Moving away from its heavy phone system with basic ACD, Lifeplus adopted an omnichannel customer service strategy.  CSAT score, their customer reviews speak for themselves. Trustpilot score and a 94.8%

Customer Satisfaction 52

Customer Satisfaction Manufacturing Omnichannel Technology 52

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. I recently spoke with Guy Nirpaz , CEO and Founder of Totango about this path to organizational and customer success on my podcast.

CX 73

CX Customer Experience 73

Totango

MARCH 20, 2019

In today’s Customer Centered Economy, data integration and visualizations are table stakes — operationalizing a universal, company-wide approach to customer centricity is what delivers a competitive advantage to enterprises.

Innovation 53

Innovation CX Customer Expectations Technology 53

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it.

Voice of the Customer 109

Voice of the Customer B2B VOC Customer Journey Map 109

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Customer Bliss

OCTOBER 8, 2015

Is your leadership team united in focusing on customer asset growth? The power of Competency one is building your version of how you can measure the growth or loss of your customer asset. Leaders must be united in fearlessly talking about the growth or loss of the customer asset at their team meetings.

Voice of the Customer 69

Voice of the Customer Customer Experience 69

Totango

FEBRUARY 22, 2019

Last year, we experienced record business growth—we more than doubled our revenue and customer base, tripled our engineering and support staff, introduced Totango Spark , a next generation flagship customer success solution, and announced a go-to-market partnership with SAP among many other exciting milestones.

Business Growth 50

Business Growth Engineering Technology Technology 50

Execs In The Know

JULY 1, 2021

This is where technology can level-set conditions and build parity into every customer experience. When we talk security, what we’re really referring to is customer data and information security. It’s tough to feel part of a team when working remote but socializing platforms and programs can help build team unity and cohesion. #2

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Zendesk

AUGUST 6, 2021

Best Buy as a business of customer and employee experience. During a different SXSW session, “ Pivot to Growth: The Business of Experience ,” Allison Peterson, chief customer officer at Best Buy discussed strategies to become a business of experience. Constantly check the pulse of customers to find their needs.

Healthcare 98

Healthcare 98

Customer Bliss

APRIL 9, 2018

When it comes to initiating change within an organization, you must first ask, “Are we united in how we make decisions that impact customers?” ” One of the first activities I often take to unite leaders during my coaching sessions is to use a customer journey framework to build an operational “code of conduct.”

Engineering 66

Engineering Voice of the Customer Start-ups Customer Experience 66

MattsenKumar

FEBRUARY 3, 2023

As customer experience (CX) and customer loyalty become increasingly important for businesses, especially contact centers, it is essential to implement quality monitoring strategies to ensure that customer expectations are met. However, providing exceptional customer experiences is critical in order to build long-term loyalty.

Mystery Shopping 52

Mystery Shopping CX Contact Center Social Media 52

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

Neosperience

OCTOBER 5, 2022

The statements collected by White mostly emphasize the sense of unity and interconnectedness among living beings, the need to appreciate and care for our “home.” The vast majority of astronauts witnessed a disruptive change in perspective during a space voyage.

E-commerce 52

E-commerce Technology Technology Innovation 52

ClientSuccess

MAY 10, 2019

The new logo incorporates our mission to build global customer success leadership summits with the best content, the best experiences, and the best connections. The CS100 Summit is the premier conference for customer success executives & SaaS leaders. The circle represents unity and alignment around successful customers.

Innovation 48

Innovation Technology Technology Customer Experience 48

Service Quality Institute

SEPTEMBER 13, 2023

Amazon delivers the best customer service in the world. Everyone should benchmark themselves against Amazon if they want to become customer-centric. Have a Customer Obsession Amazon’s 14 principles begin with having a customer obsession. Colin Baker from Leadership Staff expanded on the 14 principles.

Innovation 52

Innovation Healthcare Start-ups Sales 52

Customer Bliss

MAY 1, 2018

Companies that would make your mom proud prove with their actions that they have their customers’ best interest in mind. They earn a bigger piece of the pie, because they improve customers’ lives. Building An Experience For Customers. Enhancing Customers’ Experiences Like Cole Haan and Lands’ End.

Innovation 64

Innovation Start-ups Business Growth Customer Experience 64

Zendesk

DECEMBER 3, 2020

Focusing on your sales performance is a way of making sure you’re giving a top-notch customer experience. In order to secure more sales, agents have to be connecting well with customers. As a manager, establishing common processes for the whole team to follow is key to team alignment and unity.

Sales 52

Sales CRM Sports Start-ups 52

1 to 1

JANUARY 11, 2022

A year ago, still in the throes of the pandemic, many turned hopeful eyes to 2021 expecting the world—and the customer experience landscape—to largely return to “normal.” Here are a few predictions that weren’t wrong, but weren’t fully realized either: 2021 prediction: Customers will increasingly want digital interactions.

CX 26

CX Artificial Intelligence Machine Learning Contact Center 26

Hodusoft

FEBRUARY 16, 2020

Cisco offers a unified communication manager, unity connection and unified attendant consoles in the software. Digium also offers customization in its line up so you get better value for money. ShoreTel has various products and gives a custom quote based on your requirements. Sangoma IP PBX. Avaya Business communication.

Outlook 52

Outlook CRM AI 52

1 to 1

MARCH 21, 2022

It also deployed a Virtual First Toolkit , which shared tips for collaboration, time management, inclusive language and team unity skills. deploys a safe and secure approach to keep valuable, expert talent engaged and supporting customers from home, even as others go back to the office. TTEC’s Retain 2.0

Gaming 26

Gaming CX AI Customer Experience 26

Customer Bliss

JUNE 28, 2016

Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses. About Lesley.

Start-ups 44

Start-ups Customer Experience Customer Feedback Innovation 44

1 to 1

JUNE 15, 2021

If an employee is typically dealing with low severity items, i.e. misinformation, they may only require weekly team meetings to discuss company initiatives, data/metrics, employee morale, team sharing for unity and group support and voluntary programs like counselor sessions and physical & mental wellness activities.

Social Media 26

Social Media AI Education Technology 26

Customer Bliss

APRIL 19, 2016

It’s not because executives and decision-makers don’t care about the customer. We have distinct KPIs and a POV that forces us into a fractured view of the customer. How do they unite the company and deliver a one-company experience for customers — one that actually keeps them coming back? Jude Click To Tweet.

Non-Profits 48

Non-Profits Hospitality Hospitality Contact Center 48

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

Zendesk

NOVEMBER 19, 2022

For customer service leaders, one of the best ways to pare down expenses without sacrificing quality in the customer experience is to make the shift to automation and invest time into enabling customers to help themselves, and each other. You might actually find that customer satisfaction increases.

Transportation 52

Transportation Healthcare Customer Satisfaction AI 52

Intercom, Inc.

DECEMBER 21, 2021

Throughout the year, we’ve talked to business leaders, experts, and pioneers about all kinds of topics: from creating world-class customer experiences to the challenges of running a business during the pandemic, from being an ally and addressing gaps in diversity to building technical leadership careers. Will Larson , CTO of Calm.

Engineering 118

Engineering Government B2C Start-ups 118

Zendesk

OCTOBER 5, 2022

This drives a focus on quality customers rather than quantity, and a need to develop loyalty and reduce churn. In this new paradigm, net retention is the name of the game, and software businesses that aim to achieve higher growth must put as much effort into caring for and expanding existing customers as they do into acquiring new ones.

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

Zendesk

DECEMBER 30, 2020

Zendesk SDK for Unity. Zendesk SDK for Unity (Support) lets you add seamless support experiences to your mobile games in just a few minutes. Wootric (Support) is the customer experience management platform for maximizing customer lifetime value. The data is stored inside Zendesk Sunshine Custom Objects.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65

Execs In The Know

NOVEMBER 3, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc.

Artificial Intelligence 98

Artificial Intelligence AI CX Customer Experience 98

Customer Bliss

AUGUST 9, 2016

In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change.

Government 0

Government Customer Experience Non-Profits Close the Loop 0

Uplifting Service

APRIL 13, 2023

A self-sustaining service culture, in which every team member is educated and empowered to create more value for customers, is essential. This kind of unity and common understanding makes the entire organization more efficient, effective, and profitable.

Non-Profits 40

Non-Profits Education Innovation Customer Service 40

Aquire

SEPTEMBER 21, 2021

Fail to embrace this change and there’s every chance customers will fail to embrace you. Digital transformation happens when companies adopt digital technologies to create innovation, improve business processes, and offer better value to their customers. United Airlines meets customers wherever they are. A cultural shift.

Artificial Intelligence 145

Artificial Intelligence Real Estate Innovation Start-ups 145

Execs In The Know

NOVEMBER 3, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc.

Artificial Intelligence 52

Artificial Intelligence AI CX Customer Experience 52

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Proving it with actions.

Sales 66

Sales Customer Experience 66

Help Scout

JULY 20, 2021

Being “customer-oriented” boils down to one idea: helping people. While there are many skills you need to help customers effectively, there’s a more profound outlook that informs the daily actions of customer service all-stars. What does it mean to be customer-oriented? Consider customer impact at every turn.

Start-ups 145

Start-ups Scorecard Sales Outlook 145

Customer Bliss

OCTOBER 17, 2018

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? Once you have that information, how will you improve your customer journey and experience? Make-mom-proud companies take a human-centered approach when engaging with customers.

Start-ups 92

Start-ups Innovation CX Customer Experience 92