Beyond Philosophy

APRIL 18, 2024

It’s called Discount Tackle, and the manager knows me. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. So, even though I know I can get the lure cheaper somewhere else, I appreciate the personalized service and I buy all my fishing gear there.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Inside Customer Service

MARCH 30, 2023

This guide shares everything you need to know to get started. Contents: What is service culture training? Conclusion What is service culture training? Before diving in, let's identify exactly what "service culture training" means, starting with these definitions: Culture how people in an organization collectively act.

Construction 182

Construction Customer Service Customer Experience 182

Futurelab

MARCH 1, 2024

In my previous column, I mentioned the surprisingly high lifetime value of individual customers–once you really get an understanding of the whole picture. The first time I realized was in the early 2000s, when we designed customer experience strategy for a Japanese luxury car brand. Do you know what the true CLV of your customers is?

Start-ups 157

Start-ups Sales Customer Experience 157

Intercom, Inc.

SEPTEMBER 9, 2022

GPT-3 can create human-like text on demand, and DALL-E, a machine learning model that generates images from text prompts, has exploded in popularity on social media, answering the world’s most pressing questions such as, “what would Darth Vader look like ice fishing?” or “what would Walter White look like if he were in Animal Crossing?”.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Inside Customer Service

FEBRUARY 16, 2023

So what makes it real? I posed this question on LinkedIn, and it was a stumper. Most gave answers like, "You know it when you see it." Try training an employee by telling them, “I can’t tell you exactly how to do it, but you’ll know it if you’re doing it right.” What is customer rapport? Indeed, I did.

Start-ups 238

Start-ups Customer Service 238

Intercom, Inc.

AUGUST 18, 2022

Before accepting a new job, ask what is expected of you to avoid misunderstandings down the line. What follows is a lightly edited transcript of the episode. I’m delighted to get the opportunity to talk with you. I’m currently 32, and we got broadband and unlimited internet at home when I was 15.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. This means you first need to engage with your customers to listen to what they (and the data points) are saying. Annette is very clear on what customer mapping is, and what it’s not.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Intercom, Inc.

SEPTEMBER 30, 2021

You don’t know when issues are going to come up. Many of our families text videos of a tantrum to their provider and are like, “How was I supposed to handle this?” But what I experienced at [the Chan Zuckerberg Initiative] and also with Little Otter is that it’s available to very few.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. Here, I will tackle some of the common questions around it: Does it exist? What exactly is it?

B2B 291

B2B Engineering Start-ups Transportation 291

Beyond Philosophy

JULY 13, 2023

Moreover, there’s no way to tease out what those connections mean. What we need is that context, which explains why it is 42. Customer Science Can Help You might recall that I have talked about how Customer Experience is retreating as a wave of change and becoming part of business as usual.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

Beyond Philosophy

MARCH 7, 2024

While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. What brought this up was a podcast listener who had a pickle they wrote us about. Value is fundamental here.

Construction 78

Construction Finance Customer Experience Management Retail 78

Intercom, Inc.

JUNE 30, 2022

What follows is a lightly edited transcript of the episode. I used to tell people that when other little girls were playing with Barbies, I was cutting out forms from paper and putting them together, and I just like to gauge how long it takes the audience to realize that’s obviously a joke.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Intercom, Inc.

JULY 28, 2022

And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. In today’s episode, we sat down with Sanj to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Intercom, Inc.

APRIL 1, 2021

You need to think about what the hiring team looks like, the place you’re hiring from. Last year you joined our CEO, Karen Peacock, for a fascinating panel discussion on allyship, which I must say was one of my favorite conversations of last year. I’m really excited to have a discussion with you. Janeen: Wow!

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. They know exactly why they buy from you. It isn’t always.

Social Media 88

Social Media Customer Loyalty Technology Technology 88

Beyond Philosophy

DECEMBER 7, 2023

I love the phrase, “None of us are as clever as all of us.” To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint. However, I disagree; fewer people work in Customer Experience these days.

AI 88

AI Customer Experience Start-ups Education 88

Beyond Philosophy

MARCH 21, 2024

Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. I always looked at customer complaints as a form of free market research. Organizations should consider what they do with this free market research.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Totango

FEBRUARY 23, 2024

I think sometimes we focus too much on our team at the expense of our peers, role as a business leader, and driving that next stage of growth,” Karen said. “I I was intentional about making time for one-on-ones or informal chats with my peers. Take time to find out what makes your peers tick. And then,” she said, “be vulnerable.

Start-ups 97

Start-ups Business Growth Sales 97

Intercom, Inc.

JANUARY 14, 2021

If you’re short on time, here are some quick takeaways: Understanding how people differ and what matters to them helps you understand the different markets and tailor your approach to better suit each segment’s needs. The best way to know your customers is through feedback. What follows is a lightly edited transcript of the episode.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Beyond Philosophy

FEBRUARY 1, 2024

Worse, they often don’t know what to ask to find out what they want to know. Today, we look at what is essential to do with your research, and how to do it, and in this article created in partnership with YouGov , the importance of getting results as fast as possible. The results were funny.

Customer Loyalty 78

Customer Loyalty Start-ups 78

Intercom, Inc.

JANUARY 5, 2022

Suddenly, the team got to know SOC 2 Reports all too well and realized just how burdensome and unscalable it could become, especially for high-growth startups. And that drove a lot of what we’re seeing here, going from this nice-to-have to a need-to-have. That wasn’t lost on us with what was going on in the world.

Compliance 211

Compliance Engineering Start-ups B2B 211

Intercom, Inc.

JULY 29, 2021

What started as a few gigs selling media, property, and even bicycles turned into a blooming SaaS career that Mark has been mastering for the last decade at Salesforce, Wrike, and now BrowserStack. Mark believes he has what he calls a duty of care when it comes to people who come working for him — to make them successful, help them grow.

Sales 223

Sales Start-ups Engineering Finance 223

Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. But what does all this really mean, and how will it help us help our customers be more successful? Reliability (your actions): “I know my CSM will follow through on my ask.”.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

Beyond Philosophy

MARCH 14, 2024

I remembered the Abilene Paradox because of something that happened to me recently. I had plans with some friends a couple of weekends ago. However, as the weekend approached, I didn’t fancy going. I decided to bow out and text the group to let them know. So, What Should You Do To Avoid the Road to Abilene?

Start-ups 78

Start-ups 78

Intercom, Inc.

SEPTEMBER 15, 2021

In this episode, we sit down with Kevin to talk about the inner workings of category design: what it actually means and how companies can leverage it to grow. The hard part is knowing what problem your company solves. The hard part is knowing what problem your company solves. Playing bigger.

Sports 205

Sports Start-ups CXM Innovation 205

Beyond Philosophy

MARCH 28, 2024

They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. Unfortunately, I always disappoint them. Then, you can work with them to accomplish the hard work it will take to get what they want. I know I have.

CRM 78

CRM Sales Customer Relationship Management Customer Experience 78

Bill Quiseng

FEBRUARY 7, 2024

And training is top-down, one-way “I know everything, you know nothing” instruction. Customer service is what you do for your customers. Customer experience is how your customers feel before, during, and after what you do. Customer loyalty is how your customers feel about what you did repeatedly.

CX 78

CX B2C Hospitality Hospitality 78

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Beyond Philosophy

FEBRUARY 22, 2024

Before we get into them, I find it interesting how little training organizations do on the topic. Knowing what you stand for and where your boundaries are is essential. Moreover, you must know these before a difficult situation tests them or you decide where drawing upon your ethics is necessary.

Start-ups 78

Start-ups Education Sales Customer Experience 78

Bill Quiseng

MAY 24, 2023

She leans over and whispers “I love you.” She repeats louder, “I love you.” She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Her husband turns to her and declares, “Look, I told you I loved you when we got married. If that should change, I’ll let you know.”

Customer Service 113

Customer Service Education Customer Loyalty 113

Customer Think

FEBRUARY 26, 2024

Years ago, I wrote a post titled, What Exactly is Employee Experience? I know I’ve written tons about customer experience, and I’ve included my definition here and there, but there are always new folks coming into the discipline, so why not do a refresh.

Customer Experience 69

Customer Experience 69

Beyond Philosophy

FEBRUARY 8, 2024

I am going to share a British idiom, and you are going to determine what it means. ” I was “Chuffed to bits.” ” I was “having a chinwag.” ” I need to “spend a penny.” I am feeling pleased and excited. I was talking to someone. How did you do?

Start-ups 78

Start-ups Customer Experience 78

Bill Quiseng

JUNE 6, 2023

During the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. In this first week, I give you Principle One: Be the Customer. Did you know that FedEx delivery people never run. Did you know that FedEx delivery people never run. Do you know why? What is your perception?

B2C 88

B2C Customer Loyalty B2B CX 88

Beyond Philosophy

DECEMBER 2, 2023

I often say, “None of us are as clever as all of us.” As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. What it can do is be a powerful tool that we can leverage and develop over time. Tom makes an excellent point.

AI 143

AI Customer Experience Management Consulting Education 143

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. Now, we can decide what parts of the change we want to keep to respond to what customers want now. When we can return to a pre-pandemic way of life, what happens with your Customer Experience?

Customer Experience 179

Customer Experience Start-ups CX 179

Customer Think

FEBRUARY 28, 2024

One of the more infamous quotes in marketing is usually attributed to John Wanamaker, who reportedly said, ” Half the money I spend on advertising is wasted. The trouble is, I don’t know which half.” ” Cracking the code on what drives marketing effectiveness can be incredibly difficult.

72

72

Beyond Philosophy

JULY 14, 2022

When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” ” To this day, I am still proud of that report card. I’ve coached team members to let their humor come out in business. I come away from each episode feeling a little bit of joy and feeling a bit smarter.

Contact Center 165

Contact Center CX 165