Futurelab

FEBRUARY 16, 2024

It’s not the first time I used romantic analogies when getting CX concepts across. It works for a quick kick, but it’s hardly a recipe for long-term happiness. #NoBullshitCX #20yearsFuturelab “Just be honest.” It’s Valentine’s Day, so don’t throw tomatoes at me for this cheeky title, I am only joking. But am I though?

CX 157

CX NPS Voice of the Customer 157

Inside Customer Service

JUNE 3, 2021

It's a hands-on opportunity to apply some of the techniques I advise my clients to use. In customer service, it's the power to set the terms of the relationship, such as when a service will be performed, how much it will cost, and whether you have to be nice. The first is a short-term impact, while the other is more long-term.

Transportation 231

Transportation Start-ups Customer Service Sales 231

Totango

FEBRUARY 9, 2024

In football terms, gross retention, or gross revenue retention (GRR), is like the defense, determined to block any attempts by the opposing team (churn) to breach your end zone (revenue stream). GRR provides a long-term outlook on how much revenue you can expect to make without assuming your customers increase their spending.

Outlook 108

Outlook Customer Acquisition Start-ups Customer Retention 108

Lumoa

JANUARY 8, 2024

They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Customer Think

APRIL 8, 2024

“Dark patterns” is the term for the online use of deceptive practices that are […] Every day, millions of online shoppers face substantial risk of unwittingly giving too much away – money, information, privacy.

Retail 69

Retail Customer Loyalty 69

Comm100

APRIL 10, 2024

We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise. The role of AI in anticipating the needs of the customer Analyzing data to provide accurate predictions is arguably the primary use of artificial intelligence.

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84

Intercom, Inc.

JUNE 16, 2021

That perspective is not so useful, however, when planning for where you want to be tomorrow. Long-term thinking is hard for a very simple reason: every company is in a race against the clock. It’s hard to worry about future problems when you have a hardwired focus on hitting a short-term target. Hiring for the long-term.

Engineering 265

Engineering 265

Fonolo

FEBRUARY 21, 2023

For starters, using SIP technology to enable voice and video calls, messaging, and data transmission saves money: up to 50% more, according to Gartner analysts. Every call center uses trunks to carry its calls. A SIP-enabled trunk lets you use an internet connection instead of a traditional phone line to connect callers together.

Contact Center 142

Contact Center Technology Technology 142

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Actions include short- and long-term follow-ups. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Totango

APRIL 9, 2024

This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time. They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile).

Sales 106

Sales Business Growth Innovation AI 106

Intercom, Inc.

NOVEMBER 2, 2020

But if you’re a product designer starting out on a new project, you might find yourself with a blank page, and the job of drawing the map: of defining the high-level design direction that your team is going to use to chart their course. This is why many of us struggle with this stage. Those viewpoints need to converge.

Start-ups 289

Start-ups Engineering 289

Inside Customer Service

AUGUST 11, 2022

Single-use grocery bags and coffee cups are an example. Billions get thrown away each year, but customers continue to use them because they are quick and convenient. promises to help customers eliminate single-use coffee cups by serving drinks in reusable glass jars. Let’s see how it compares to the framework: Valuable: Mixed.

Customer Experience 171

Customer Experience Government Customer Service Start-ups 171

Uniphore

JULY 10, 2021

Contact Us. +1 Terms of Use. Terms of Use. Contact center leaders around the world trust our low code automation platform to assist customers and agents during moments that matter. 1 (770) 352-1300. ada@jacada.com. 11560 Great Oaks Way, Suite 200 Alpharetta, GA 30022. Copyright 2021. HTML Sitemap. HTML Sitemap.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Lumoa

APRIL 8, 2024

Integration with Netigate Surveys Netigate is a premier survey provider, and for those of you that are already using Netigate surveys to collect feedback, we have an integration so that you can pull the responses to Lumoa with minimal effort! Contact your CS manager or email help@lumoa.me to learn more! Thanks for reading!

Start-ups 83

Start-ups AI Voice of the Customer 83

Help Scout

AUGUST 22, 2023

The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related. Read the full article

Customer Service 105

Customer Service Customer Experience 105

Intercom, Inc.

OCTOBER 4, 2022

A few years ago, we published The Customer Retention Starter Kit which helped thousands of businesses retain more customers over the long term. That means automatically sending the right message to the right person at the right time – while they’re using your product, app, or website. Retain more customers for long-term success.

Customer Retention 118

Customer Retention Start-ups Customer Loyalty Customer Experience 118

Customer Think

FEBRUARY 9, 2024

Companies and their companies are rapidly embracing the subscription monetization model, in which customers pay monthly or yearly for software use. In 2023, 82 percent of survey respondents indicate that they’re using subscription/term models at least moderately, up […]

Technology 69

Technology Technology Customer Loyalty 69

Customer Think

APRIL 23, 2024

Source: Unsplash We all agree to the terms and conditions (T&Cs) for services and products we use without ever reading them. The truth is that there are not enough hours in the day for any of us to really read everything and if you wanted to query one clause on page 57 then what would […]

CX 45

CX Customer Experience 45

Intercom, Inc.

JANUARY 27, 2022

From being the token woman who always gets invited to redeem all-male panels to snide comments about how “she’s just a diversity hire,” the term “women in tech” can sometimes feel more like a burden than a blessing. How do we address these issues while recognizing that not all women relate to the term in the same way?

Engineering 138

Engineering Start-ups Technology Technology 138

Intercom, Inc.

JULY 26, 2022

Unsurprisingly, this benefits all parties: your customers receive support toward their goals; in turn, your company can expect less customer churn, more upselling opportunities, greater loyalty, and lower acquisition costs as your customers become long-term brand advocates. What does customer success do and why is it important?

B2B 129

B2B B2C Education Customer Retention 129

Zendesk

MAY 27, 2022

As a service-first company, we update our terms and policies on an annual basis, driven by customer feedback, evolving legal standards, and product updates. If you would like more information about our legal terms, please visit our Agreements and Terms Website. A summary of the key updates is below. Privacy Notice.

Legal 98

Legal Compliance Customer Feedback 98

Zendesk

OCTOBER 2, 2023

You’ll learn what these terms mean and how to apply this knowledge to your own security best practices. Zero-day While zero-day can technically refer to a type of vulnerability, attack, or exploit, the term is most frequently associated with a vulnerability. But despite its buzzword status, the term still isn’t that well understood.

Engineering 87

Engineering Construction Government Start-ups 87

Customer Think

MARCH 16, 2023

One of the most notable advancements in the retail industry is the use of digital signage. This technology enables retailers to produce interactive and captivating content that draws in customers, boosts revenue, and fosters long-term customer relationships through tailored […]

Retail 118

Retail Technology Technology Customer Relationship 118

Totango

JANUARY 22, 2024

This is the moment for CS to rise to the occasion by focusing on securing retention and driving expansion, continuously working with customer results in mind, using adoption and feedback to drive advocacy, and embracing integration across the enterprise. Retention is the new acquisition.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Intercom, Inc.

MAY 25, 2022

We are building for the long term – that means ensuring reliability by default, and the ability to accommodate massive scale as we grow. . Intercom has been growing, and will only continue to do so – many of our longest standing customers have evolved with us over the years. At Intercom, we aim to run less software.

Engineering 252

Engineering Technology Technology Customer Experience 252

Customer Think

FEBRUARY 27, 2023

The Covid-19 pandemic pushed people to use e-commerce websites and applications to buy online. The term IoT or Internet of Things describes a network of connected devices and the technology that enables […] E-commerce has become the preferred mode of shopping.

E-commerce 119

E-commerce Technology Technology 119

ClearAction

AUGUST 19, 2020

There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more groups in your company. You should never use indexes and metrics blindly. Assumes finite, usually short-term horizon. Assumes finite, usually short-term horizon.

Customer Experience 174

Customer Experience CX NPS Sales 174

Beyond Philosophy

SEPTEMBER 22, 2022

In this issue, we explain why memories are essential to experiences, when we use them to decide sometimes, and how memories form. Memories define us, from what to do to who we trust. The context of memory helps us understand the cues that influence our actions. Sometimes people call short-term memory working memory.

Retail 88

Retail Customer Experience Customer Expectations CX 88

Beyond Philosophy

NOVEMBER 18, 2023

Therefore, to use regret as a marketing tool, it is essential to understand what comparison your customers are making and to what standard or value they hold. In this episode, we explain the psychology of regret, how it drives our future behavior, and what to do about it if it happens to your customers after buying your product or service.

Customer Experience 78

Customer Experience CX 78

Beyond Philosophy

OCTOBER 19, 2023

Sometimes, we use the fast and automatic Intuitive System and other times, we use the slow and deliberative Rational System. There are all kinds of different dichotomies within us. What frame or mindset are they using? In contrast, the rational side uses a logical process where you have to think and use energy.

Sales 88

Sales Education Start-ups 88

Beyond Philosophy

OCTOBER 5, 2023

Plus, there can be long-term effects on customer satisfaction and loyalty, although there isn’t a lot of research on that. Therefore, regarding Williams’ pickle, it is fair to wonder if they might poison the customer experience in the long term. Airlines started charging for checked bags around 15 years ago in the US.

Sports 151

Sports Start-ups Retail Education 151

Intercom, Inc.

APRIL 6, 2020

We recently sat down with the Hiyacar team to learn about how they’ve been able to build this community of drivers and car owners using Intercom. There are nearly 40 million licensed vehicles in Great Britain alone – most of which are only in use for 4% of their lifetime, spending the other 96% of the time parked at home or elsewhere.

Customer Satisfaction 220

Customer Satisfaction Start-ups Technology Technology 220

Beyond Philosophy

AUGUST 11, 2022

Using this approach, he says at the end of the day, each team member should be proud to embrace the culture, vision, and goals and work towards achieving them. Short-term, the pilot layoffs made sense since no one was flying during the pandemic, but long-term, not so much. Consider the long term. For example, Justin C.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Help Scout

AUGUST 22, 2023

A 6-step guide to creating a customer success journey map, plus how to use it to help customers achieve long-term success with your product. Read the full article

85

85

Beyond Philosophy

OCTOBER 7, 2021

Rule #1: Think long-term. . Many organizations drive their actions to suit quarterly reporting, sales figures, and profits for this year and, as a result, don’t think long term. However, customer loyalty necessitates thinking long term. All in all, Wells Fargo enjoyed extraordinary short-term results. .

Customer Loyalty 172

Customer Loyalty Start-ups Customer-Centric Organization Customer Relationship 172

Beyond Philosophy

NOVEMBER 2, 2023

However, he wasn’t just being cool; he used them for research. Do you want something lesser but more immediate or longer-term with a more significant benefit? I have yet to use it. In this case, future me decided I didn’t want to use it. So, How Can You Use This Information?

Start-ups 88

Start-ups Sales 88

Intercom, Inc.

JANUARY 20, 2021

It’s no wonder up to 60% of users who sign up for a free trial use a product once and never come back. Use bullet points, sub-headings, whitespace and screenshots for easy skimming. Use real life examples. Almost all the examples that we use in our help content are taken directly from our customers. Let them scan.

Education 232

Education Engineering Sales 232