ClearAction

MAY 29, 2016

Voice-of-the-customer is often viewed by customers as doing the company a favor, sometimes as drudgery, sometimes as a way to get rapid help, sometimes as an exercise in a black hole. Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. Is it as natural and advantageous as the C-team expects?

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

Zendesk

NOVEMBER 16, 2021

Sales and customer service should be a natural fit. Both teams work to create successful customer interactions and move the company forward. It stands to reason that they should easily support one another—unfortunately, that’s rarely the case. That can result in customers falling through the internal cracks—and businesses paying the cost.

Sales 98

Sales Customer Service Non-Profits Start-ups 98

Comm100

FEBRUARY 25, 2020

When the data you collect from and about your customer is decentralized, you build a disjointed understanding of the customer for your agents, more often than not resulting in a poor customer experience. Leverage your CRM data. Siloed systems are one of the greatest obstacles to a quality customer experience (CX).

CX 52

CX Social Media Omnichannel CRM 52

Intercom, Inc.

AUGUST 15, 2018

The biggest project I’m working on is the website redesign, but I also created a machine-learning data science, data engineering organization, and an ad platform. He had just spent 13 years at Microsoft, most recently as the head of 300 engineers. At Reddit, he led a team of 35 – none of whom knew how to manage other engineers.

Engineering 141

Engineering Gaming Start-ups Machine Learning 141

Customer Bliss

MARCH 14, 2017

Diane has an interesting background for a CCO — she actually began as a technical writer. One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. About Diane.

Sales 87

Sales Start-ups CX Touchpoint 87

Qualtrics

FEBRUARY 5, 2019

With the right survey platform , you can also apply powerful analytical tools to find common themes and trends within the data, even unstructured data such as open text responses. Employees will become discouraged if their ideas disappear into a black hole and they see no output from their suggestions.

Innovation 39

Innovation Unstructured Data CX 39

Intercom, Inc.

AUGUST 8, 2019

? ? ?. Today, we’re dissecting the customer experience at one of the hottest companies around: Slack. As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience. Short on time?

Customer Experience 168

Customer Experience Start-ups Engineering Hospitality 168

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Executives Think of Customer Experience. How Marketers Think of Customer Experience.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

Comm100

APRIL 17, 2018

When it comes to digital marketing, email has long been praised for its usefulness in collecting customer data, informing customers on offers and promotions and (by extension) improving revenue. Let’s explore why customer feedback is important and the best ways to capitalize on the feedback received. The Importance of Customer Feedback.

Customer Feedback 77

Customer Feedback Social Media Start-ups Customer Service 77

Help Scout

NOVEMBER 28, 2018

From the ability to deliver instant answers to providing a better customer experience, and from increasing agent productivity to collecting data to inform product decisions, adding chat to your support repertoire is essential. From 2012 to 2016, the number of consumers using live chat increased by 50%. It’s fast, efficient and convenient.

Customer Service 40

Customer Service Start-ups Customer Satisfaction CX 40

Waypoint Group

MARCH 20, 2019

Upon benchmarking his native city of Boston to his adopted city of Philadelphia, Benjamin Franklin wrote the famous line “…an Ounce of Prevention is worth a Pound of Cure…” and instilled practices that were proven to reduce fires in the first place. In other words, just bringing people to fight a fire wasn’t enough. Beginning With the End In Mind.

Key Driver Analysis 40

Key Driver Analysis Customer Feedback Start-ups Actionable Insights 40

Qualtrics

AUGUST 20, 2021

Or at what point does the data become actionable or statistically significant to do something about it.” The disruption of 2020 caused new behaviors, new purchase drivers, and new consumer expectations. We asked a panel of experts for their advice on managing the new challenges of CX for B2B. What does best-in-class look like?’ “I'm

B2B 26

B2B CX NPS Hospitality 26

Intercom, Inc.

JULY 2, 2019

Without sales automation, this work can become a black hole for your sales reps’ time. In their “State of Sales” report, Salesforce found that in an average week, sales reps spend 64% of their time on “non-selling” tasks – everything from entering lead data to manually prioritizing opportunities. What is sales automation?

Sales 192

Sales CRM Start-ups Data Entry 192

Intercom, Inc.

MARCH 3, 2022

Despite how crucial user onboarding is to increasing customer conversion and retention , it’s still somewhat overlooked or brushed off in many organizations that see it as an item to cross off the checklist as soon as the user becomes a paying customer. People were signing up, sure, but they weren’t necessarily sticking around.

Start-ups 156

Start-ups Sales Education 156

SugarCRM

MAY 3, 2021

According to Gartner , dark data is the type of information companies gather, but fail to proactively use. In 2020, 93% of all data was dark and unstructured. For most companies using mediocre software, dark data can pose more risk than opportunity. Using Internal Data to Generate Revenue. Public Source Data.

Artificial Intelligence 26

Artificial Intelligence Unstructured Data AI Machine Learning 26

Qualtrics

APRIL 19, 2021

Success will depend entirely on the public sector workforce: Usually unsung heroes, public servants are the individuals who implement rescue plans through day-in, day-out operations and management of public policies and programs. Digital tools are needed that match the new reality of work in a fully digital ecosystem.

Government 26

Government Touchpoint Actionable Insights Education 26