Futurelab

MARCH 22, 2024

Their sales manager confidently claimed: “We know what our customers want. In my experience, NO company really knows what their customers think without actually asking them. Great products and services come not just from great visions, but from having a direct contact with your customers.

VOC 157

VOC Voice of the Customer Sales 157

Inside Customer Service

DECEMBER 2, 2021

Their job is to get the word out about a company's products and services. Brittany Hodak, an expert on helping brands create superfans, offers this definition of a brand evangelist on her blog : A brand evangelist is a customer who is so passionate about your brand, product, service, or business that they advocate on your behalf.

Retail 260

Retail Social Media Finance Sales 260

Beyond Philosophy

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. The Jobs to Be Done framework shifts focus from product features to customer motivations, urging businesses to understand the underlying needs driving customer behavior.

Customer Experience 88

Customer Experience CX 88

Intercom, Inc.

JUNE 15, 2022

Product teams often fall into the trap of spending most of their time on the core functionality of the products they’re building. Onboarding is critical to the success of your product. Focusing on the onboarding process at the beginning of new product development is critical to overcoming this.

Start-ups 194

Start-ups Sales Engineering Gaming 194

Intercom, Inc.

APRIL 6, 2022

We know that customer expectations are higher than they’ve ever been , so the experiences you create for them are ultimately going to be what wins or loses their attention – and what moves the needle for your business. Atlassian boasts an impressive portfolio of products, including Trello, Opsgenie, Statuspage, and Jira, to name but a few.

Customer Experience 230

Customer Experience Customer Satisfaction Customer Expectations Omnichannel 230

Totango

FEBRUARY 13, 2024

TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products! Systems & Operations Manager.

NPS 105

NPS Gaming Business Operations Technology 105

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. CSAT measures customer satisfaction with a product, service, or a specific interaction. Now let’s explore how to improve CSAT score with a 6-step strategy.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction AI 52

Intercom, Inc.

DECEMBER 10, 2020

Nick has developed an equation to describe what he means : customer success (CS) = customer experience (CX) + customer outcomes (CO). It’s in the vendor’s interest to make sure the customer is getting the most from the product and using the full scope of its features. In the B2B world, it’s not just about the experience.

B2B 223

B2B Outlook Sales Touchpoint 223

Lumoa

APRIL 8, 2024

content Lumoa Product News for March 2024 Hey everyone! We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the voice of the customer! Contact your CS manager or email help@lumoa.me to learn more!

Start-ups 83

Start-ups AI Voice of the Customer 83

Intercom, Inc.

JULY 6, 2022

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. Improve your support experience with Custom Actions and Custom Objects in bots.

Start-ups 210

Start-ups Customer Retention 210

Intercom, Inc.

JUNE 13, 2022

Built for you is back – this time we’re revealing the powerful product updates we released in May! Last month we turned our attention to data – unleashing new features that help you improve how you collect, access, and use first-party data to influence your product and scale your business. Easily manage your permissions.

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

Intercom, Inc.

APRIL 20, 2022

Designers at Intercom work in cross-functional teams that strive to consistently ship great products. Design fundamentals are a set of patterns that are commonly followed to make products easier and more delightful to use. Consistency is important within our product, and in the way it relates to other products in the market.

Innovation 211

Innovation Machine Learning Engineering Start-ups 211

Zendesk

MARCH 13, 2024

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. This acquisition builds on the launch of Zendesk AI , the fastest-adopted product in the company’s history.

AI 138

AI CX Business Growth Innovation 138

Intercom, Inc.

JUNE 30, 2021

Many designers become managers for the wrong reasons. Often, they’re incentivized by their companies to become managers to gain greater impact, influence, and compensation. Certainly that was my own experience a couple of years ago when I decided to dip my toes into management. Parallel career paths.

Engineering 174

Engineering Start-ups Customer Satisfaction 174

Intercom, Inc.

AUGUST 17, 2020

Localizing a product for international expansion means making all aspects of that product accessible to the market you’re looking to enter – from language translation and adapting product UX to offering multilingual customer support, and beyond. Barrier to international expansion.

Legal 276

Legal Engineering Customer Experience 276

Intercom, Inc.

MAY 13, 2022

Workforce engagement management refers to the technology that companies use to increase engagement among their customer service employees. Just as dedicating time to honing the customer experience yields desirable results, the same is true of your workers’ experience. . What does workforce engagement management (WEM) do?

Customer Service 118

Customer Service Customer Expectations Technology Technology 118

Intercom, Inc.

MAY 19, 2020

As a product-led company, we have put great thought, time, and energy into how we organize our product teams. . After all, excellent design and engineering can only come from product teams that are empowered to solve hard problems and build great software. Lessons learned from scaling a product team.

Engineering 245

Engineering Customer Retention 245

Intercom, Inc.

OCTOBER 18, 2021

The SaaS industry is full of advice on the perfect product metrics to gauge your users’ activation, engagement, and interactions. But how do these concepts translate into real product improvements? What are product metrics? Not all products are the same. or “How simple is our product to use?”

E-commerce 269

E-commerce Start-ups Finance Customer Acquisition 269

Intercom, Inc.

JUNE 9, 2021

At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experience to a completely virtual program – within three days. It was also my first official week in the People Development Program Manager role, which certainly added to the challenge! .

Gaming 253

Gaming Engineering Start-ups Sales 253

Intercom, Inc.

JULY 14, 2020

There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive. As customer success managers, we are well positioned to serve as customer advocates. The Trusted Advisor.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? How do you stand in that competition?

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

Beyond Philosophy

APRIL 11, 2024

The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. I also appreciate how Boehme’s organization helps its clients grow faster by assisting them to align their customer experiences around the idea of jobs to be done.

Sales 78

Sales Customer Experience 78

Bill Quiseng

NOVEMBER 1, 2023

Customer experience is how your customers feel about what you did. Customer experience management is what you do before, during, and after you find out how customers feel about what you did. Customers pay for their experience, not your product or service. And they pay for THEIR experience, not yours.

CX 97

CX CXM Customer Journey Map Sports 97

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. It offers powerful real-time charts and visualizations of how users interact with digital products. What is Pendo?

Finance 91

Finance Customer Retention Sales Technology 91

Intercom, Inc.

NOVEMBER 18, 2020

But while the “e” may be silent for customers – who understandably want a consistent, personalized shopping experience regardless of whether they’re buying online or in-store – it still rings out loud and clear for the businesses who need to ensure they have the right tools to deliver that unified, excellent experience across multiple channels.

Retail 239

Retail E-commerce Innovation Customer Expectations 239

Zendesk

FEBRUARY 12, 2024

Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. The acquisition of Klaus is the latest addition to the company’s existing WEM solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk.

AI 144

AI Customer Expectations Customer Satisfaction CX 144

Intercom, Inc.

NOVEMBER 2, 2021

Countless theories have tried to explain the “Great Resignation” we’re experiencing, but none have managed to pinpoint an exact cause. One thing that will always be on that list, however, is good management. The data suggests bad management is a real and significant issue. It’s the managers. Always ask for advice.

Engineering 291

Engineering Construction Sports 291

C3Centricity

FEBRUARY 13, 2024

Businesses that embrace these practices not only enhance their products and services but also craft exceptional customer experiences, setting themselves apart from the competition. For instance, Toyota, through its Kaizen philosophy, has seen a significant reduction in production costs and an increase in vehicle quality.

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

Zendesk

JUNE 27, 2023

Many businesses rely on Zendesk to manage their customer conversations and create satisfying service experiences. Unfortunately, those experiences can get quite complicated the moment you leave the Zendesk application. Pulling data from multiple SaaS applications can be a tedious, time-consuming experience.

Technology 98

Technology Technology Customer Experience 98

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Beyond Philosophy

APRIL 18, 2024

It’s called Discount Tackle, and the manager knows me. Discount Tackle provides value in the experience by making the interaction personal to improve my fishing experience. For example, Spotify provides a few different personalization services that provide value by improving your listening experience.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success 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.

Outlook 112

Outlook Customer Satisfaction Customer Feedback Gaming 112

Beyond Philosophy

MARCH 21, 2024

Even the most well-managed companies will have things go wrong. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process. The customer is volunteering their time and energy to inform you of a potential problem in your experience. This situation happens everywhere.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

SurveySensum

APRIL 16, 2024

From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. On the other hand, many software teams face difficulties in creating a productive teamwork environment. The result?

Construction 52

Construction Social Media Engineering Actionable Insights 52