Intercom, Inc.

AUGUST 18, 2022

You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. She creates front-end libraries, a role that perfectly suits her given her life-long passion for user experience, design, and building things. But going into staff plus roles is another beast entirely. Unblock bottlenecks?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Callminer

OCTOBER 3, 2019

In the book, The Pursuit of Social Business Excellence , which I co-authored with colleague Brad Martin, we talk about the six critical elements to social business success: Culture, People, Strategy, Process, Structure, and Technology. “In In order to find these people, businesses must know what to look for and how to best recruit them. “In

Customer Service 186

Customer Service Construction Social Media Innovation 186

Beyond Philosophy

MAY 14, 2020

As a specialist in applying the science of influence and persuasion in sales, leadership, and coaching, Ahearn spoke to us about the six fundamental principles on how to influence people. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask.

Start-ups 167

Start-ups Legal Sales Business Growth 167

ClientSuccess

OCTOBER 17, 2018

I always try to follow a variation 5-minute rule. If a task can be done in 5 minutes, just knock it out. By taking 5 minutes a week to step back and share these with the rest of the team, we’re constantly improving as a team, gaining efficiencies, and allowing every team member to contribute to the success of our team.

Start-ups 56

Start-ups Customer Relationship Management Innovation Customer Relationship 56

ClientSuccess

FEBRUARY 23, 2018

knowing if you’re getting a good deal or not), not knowing enough about cars or car parts and features, or feeling pressured into accepting an offer, most of the work that goes into buying a car relies entirely on the individual purchasing the car. Defining the Success Criteria—A Must.

Customer Experience 46

Customer Experience Start-ups 46

ClientSuccess

JULY 23, 2019

One important lesson I learned early on is to truly listen and ask questions in customer conversations. Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions.

Technology 44

Technology Technology Engineering Start-ups 44

Taylor Reach Group

MAY 24, 2018

The Canadian Telecom Summit gives you the chance to hear from and talk with them in both a structured atmosphere of frank discussion and high octane idea exchange and schmooze in a more relaxed social setting of genial conversation. Loyalty Summit: June 5-7, Barcelona. 2018 SWPP Annual Conference: June 4-6, Nashville, TN.

Contact Center 48

Contact Center CX Healthcare Social Media 48

Help Scout

OCTOBER 30, 2018

If building an amazing team is critical to a company’s success, why is the bar so low for recruiting and hiring? Plenty of us have received at least one horrible cold outreach email from a recruiter that’s made us lol, or applied to a position only to never hear from the company. So why are so many recruiting practices so terrible?

Engineering 40

Engineering Start-ups Close the Loop Gaming 40

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. What are the most common customer complaints they hear? A Few More Thoughts About SMART Goals In addition to having very specific timelines for each goal, it’s helpful to set both long-term and short-term goals.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Callminer

JULY 23, 2019

Others are from training and leadership professionals, experts in the area of training and coaching employees. Others are from training and leadership professionals, experts in the area of training and coaching employees. Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Lumoa

FEBRUARY 9, 2023

In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing. How do you take action on customer experience?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. Hearing this quote again recently, got me thinking about failure. Failure in our lives, our businesses, our jobs, our relationships. Fear of failure must never be a reason not to try something” Frederick W. – here.

Innovation 77

Innovation Start-ups Actionable Insights Retail 77

Customer Service Life

AUGUST 27, 2018

While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR. They are also about making a connection.

Contact Center 80

Contact Center Customer Service Customer Experience 80

ClientSuccess

SEPTEMBER 24, 2019

This is a really good question, because customer success is definitely a culture and not just a department; an entire organization must be bought into the idea in order to excel. From sales to marketing to implementation to onboarding, everyone must understand what customer success looks like and be aligned on the desired outcomes.

Engineering 40

Engineering NPS Start-ups Sales 40

SurveySensum

OCTOBER 27, 2020

This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey. This week, in the SurveySensum CX Thought Leader Series , we had an insightful discussion with her about her Customer Success Journey. Why did you choose Customer Success and what was your background?

Education 59

Education Start-ups Customer Relationship NPS 59

Aquire

MAY 19, 2021

Customer experience management, then, is how you go about controlling these interactions to create the best possible experience. Banking and financial services are traditional, behemoth industries, but even they must march to the beat of progression. Accessibility is all about providing customers with what they need, when they need it.

Customer Experience Management 105

Customer Experience Management Customer Experience Net Promoter Score Customer Journey Map 105

Lumoa

MARCH 20, 2018

In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Learn More about the role of AI in CX. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. So let’s start! Listen to your customers.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

C3Centricity

MAY 1, 2018

Hearing this quote got me thinking about failure. Failure in our lives, our businesses, our jobs, our relationships. Now whereas I don’t feel qualified to advise you on your private life, I do feel sufficiently knowledgeable to speak about business. – here. Maxwell, American Clergyman.

Innovation 48

Innovation Start-ups Retail Social Media 48

Lumoa

MARCH 20, 2018

In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Learn More about the role of AI in CX. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. So let’s start! Listen to your customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64