Intercom, Inc.

NOVEMBER 2, 2021

I’ve led teams of engineers for almost a decade but when I look back at my own management career I regularly thought I was a “good manager”, at times even a great one. This management overconfidence is a trap I see many others falling into, but it can often be avoided by following a few of the steps below. It’s the managers.

Engineering 291

Engineering Construction Sports 291

Beyond Philosophy

AUGUST 4, 2022

Dr. Turner founded TRAP LAB (Technology Race and Prejudice LAB) intending to expose the inherent biases about race and racism that have mixed into the foundations of marketing, market places, consumer technology, and market research. Click here to join the TRAP. However, it could be that magic is the wrong word. These are the Y.

AI 148

AI Artificial Intelligence Machine Learning Start-ups 148

Intercom, Inc.

JUNE 22, 2021

More than ever, companies are adopting sales tools that allow them to meet their prospects at the right time, leverage sales intelligence to meet them in the right context, and easily integrate with other tools to effortlessly deliver a seamless sales experience.

Technology 233

Technology Technology Sales Customer Expectations 233

Steven Van Belleghem

APRIL 19, 2021

The local Ikea had close to 200 customers in the store at the time, with no way to get home. Recognizing that their customers were trapped and wanting to help out, the store offered them beds to relax and sleep. At CTRIP, the largest online travel platform in China, 95% of traveler inquiries are answered within 20 seconds.

Customer Experience 104

Customer Experience Sales Business Services Customer Service 104

Intercom, Inc.

JANUARY 11, 2019

It can be all too easy to fall into a trap of “analysis paralysis,” trying to weigh the upsides to staying put, the familiar status quo, with the unknown upsides of making the move. When we think of our dream career, and by extension our dream life, we rarely picture jumping into the unknown to attain it. A framework for moving your life.

Engineering 151

Engineering 151

Zonka Feedback

JANUARY 7, 2022

At a time where businesses are facing a commodity trap, the ability to offer customer-focused service is what can make your brand stand out. According to a study by Microsoft , 90% of Americans use customer service as a factor in deciding whether or not to do business with a company.

Customer Service 52

Customer Service Customer Feedback 52

Helpt

MARCH 20, 2024

Do you ever find yourself sitting at your computer for hours at a time looking for the perfect tool for your business? This "good" tool has just become a drain on your time, money, and overall efficiency. The simple answer: they save you time and money by making your life easier and more productive. You're not alone.

Data Entry 52

Data Entry Start-ups 52

Beyond Philosophy

JUNE 12, 2017

We witness it all the time in our customer experience consultancy. Repetitive thinking causes us to trigger the same set of neurons each time. This kind of complaining traps the complainer in negative thinking and can cause even more worry and anxiety. Have you ever been trapped in a store with a complaining salesperson?

Engineering 150

Engineering Start-ups Retail Customer Experience 150

Beyond Philosophy

DECEMBER 24, 2022

The end of a year is always a nice reminder to reflect on time passed. and founder of TRAP LAB , a few months ago, there is sure to be something for everyone—or at least some thing to entertain you. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Entertainment 68

Entertainment Management Consulting AI CX 68

Intercom, Inc.

DECEMBER 14, 2022

Our latest study contacted 1,000 US customers across generations, to learn more about what they want and expect from businesses as we enter 2023. Three in four customers reported feeling valued as a top factor in their decision to continue doing business with a company”. The overwhelming theme is that customers want to feel valued. Key insights.

Customer Expectations 129

Customer Expectations Customer Experience Customer Service 129

C3Centricity

JUNE 2, 2021

During that time, I have noticed that some of these clients experienced customer erosion or profit sub-optimization due to poor pricing practices. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. factors to consider when pricing your product, service or solution.

Manufacturing 78

Manufacturing B2B B2C Start-ups 78

Intercom, Inc.

MARCH 4, 2019

Fundamentally, it’s tough to course-correct how other people prioritize their time before it’s too late. You’ll likely need to carve out time to make it a reality. How can you make sure, on a Monday, you’re doing the right things all week long – not just as an individual, but as a manager, across your team and organization?

Engineering 202

Engineering Customer Experience 202

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Customers don’t always take the time to express their feelings. Nowhere is this more true than with customer relationships. But listening isn’t always that easy. In This Article: What is the Voice of the Customer (VoC)?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Experience Investigators

SEPTEMBER 5, 2023

But by the time employees see these reports, the results feel disconnected and sterile. “We are dedicated to becoming a customer-centric company.” This is how the conversation started. So I asked, “What does that mean?” The business leader proudly walked up to the whiteboard, and drew this: And that’s the challenge. And this makes sense.

Customer Journey Map 98

Customer Journey Map Customer-Centric Organization Start-ups Customer Feedback 98

Steven Van Belleghem

MAY 3, 2021

Communicate a crystal clear customer vision. Every fantastic customer experience starts with a customer obsessed vision. The link between a customer experience driven culture and business success is perhaps most clear at Amazon, where “Customer obsession” is its No. 1 leadership principle : “Leaders start with the customer and work backwards.

Net Promoter Score 104

Net Promoter Score Customer Experience NPS Innovation 104

Beyond Philosophy

JANUARY 8, 2022

With customers like these, it might be time to fire them. In this episode, we talk about our listener Robert’s problem with difficult customer relationships and when it is time to call it quits. However, there are other customer relationships that have moved beyond difficult. Key Ideas to Improve your Customer Experience.

Customer Relationship 88

Customer Relationship Management Consulting Customer Experience CX 88

Intercom, Inc.

APRIL 16, 2019

Short on time? If you fall into the trap of firefighting, you will only be plugging the dam without meaningfully impacting your organization’s ability to hit its topline goals or your reps’ ability to hit quota. Until Xerox created the first team in the 1970s, sales operations didn’t exist. Consider going on a listening tour.

Sales 177

Sales Sports Start-ups Engineering 177

Help Scout

AUGUST 5, 2021

I felt trapped and helpless.” “I Any given individual may have all or only some of them, and they may be intermittent or variable over time. Feeling trapped or hopeless or helpless to improve your situation. “I was working longer and longer hours just to keep up.” “The The tiniest thing would set me off.” “I

Customer Service 135

Customer Service Scorecard 135

Beyond Philosophy

JULY 30, 2022

and founder of TRAP LAB (Technology Race and Prejudice LAB). We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. To vote, please click here. 09:32 Ryan asks Dr.

AI 97

AI Artificial Intelligence Construction Management Consulting 97

Intercom, Inc.

JUNE 9, 2022

If you’re short on time, here are a few quick takeaways: Design fundamentals enable us to focus on solving problems quickly without reinventing the wheel. They help us make sure everyone is working towards the same goals, that every new hire is aligned with how we do things and is empowered to make decisions from the get-go. Hey, Niamh.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

SurveySensum

JANUARY 18, 2024

I personally feel frustrated if I have to spend more time than required on filling out simple surveys, all because of poor execution, lack of communication, and language jargon. It’s frustrating when you’re faced with a seemingly unending parade of questions, each demanding more time and attention. ” Seriously?

Customer Survey 52

Customer Survey Close the Loop Start-ups Text Analytics 52

ClearAction

DECEMBER 26, 2022

Effectiveness in meeting customer needs refers to your products, convenience, responsiveness, legal policies, proactiveness, and customers’ costs (money, time, stress, etc.). Do not fall into the trap of using survey scores for CX performance targets. CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker.

CX 71

CX Customer Experience VOC Legal 71

Intercom, Inc.

JUNE 16, 2020

It’s what motivates customers to continue spending time and money ( 67% more than new customers , to be exact) with your business. It was both a reflection on the times and call-to-action for companies to drive growth through a new pecking order, one that puts customers at the top. Over the last 10 years, this thinking has come undone.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

SugarCRM

OCTOBER 14, 2021

Email is still a strategic piece of your marketing strategy, with 91% of marketers rating it as important. The two main goals that marketers prioritize when it comes to email marketing are to increase sales revenue (59%) and to boost lead generation (49%). But there are many factors at play that can determine your email campaign effectiveness.

Government 49

Government Start-ups Sales 49

The Customer Service Blog

MAY 8, 2023

The CMA has taken enforcement action against those who use unfair practices to dupe people into handing over their money - taking action on fake reviews, subscription traps and pressure selling. It will also strengthen the power of the Competition and Market Authority to crack down on unfair practices. The bill has 3 areas of focus: 1.

Legal 52

Legal Innovation 52

Intercom, Inc.

AUGUST 26, 2020

Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations Technology 233

Intercom, Inc.

MARCH 21, 2018

No matter how good your product is, if you can’t tell a cohesive, compelling story about it, you’re going to have a very hard time getting people’s attention when you actually do take it to market. Companies like Amazon understand this well and are rightly famous for their “work backwards” philosophy. Simon Sinek. But SaaS has changed that.

Start-ups 223

Start-ups Customer Satisfaction B2B Technology 223

Beyond Philosophy

JANUARY 13, 2022

If they aren’t, it’s time to end it. Robert, who works in software development, has a pickle from time to time with annoying customers. Sometimes, Robert says, no matter how much time, effort, and investment you put into improving the customer relationship, it remains dismal from both perspectives.

Customer Relationship 78

Customer Relationship Contact Center Start-ups Sales 78

Execs In The Know

OCTOBER 9, 2023

AI can play an integral role in fostering positive customer experiences, feeding information more rapidly to agents and customers to help them reach their commerce goals in record times with optimal results. Shoppers don’t like feeling trapped in the chatbot or IVR loop, searching angrily for human assistance.

AI 52

AI Customer Service CX Technology 52

SixteenVentures

MARCH 19, 2023

As a Customer Success Manager (CSM), it’s easy to fall into the trap of just going through the motions with your customers. This proactive approach can save your customers time, money, and frustration, and can position you as a valuable partner in their business. Let’s dig in.

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SixteenVentures

AUGUST 14, 2022

The purpose of Customer Success is not to make customers happy. It’s actually not even to make customers successful. Let me explain. What is NRR? NRR, if you’re not familiar, is a simple metric to understand, but actually quite complex and convoluted to implement in practice. Talk about efficient growth! Four Ways to Improve NRR. Mobilize Advocates.

Customer Acquisition 97

Customer Acquisition Customer Retention Start-ups Sales 97

PeopleMetrics

MAY 13, 2020

Your goal should be to discover where messages get trapped, so that communication processes may be improved. As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Help team members feel respected. Listen to your team.

CEM 116

CEM Business Administration Machine Learning Customer Feedback 116

The Squawk Point

JUNE 28, 2022

Martin Winterkorn, the group’s chief executive at the time, resigned after admitting that Volkswagen had: “Broken the trust of our customers and the public.” Martin Winterkorn, the group’s chief executive at the time, resigned after admitting that Volkswagen had: “Broken the trust of our customers and the public.”

Scorecard 52

Scorecard Engineering Transportation Legal 52

Intercom, Inc.

OCTOBER 26, 2020

Listen to the episode below, or if you’re short on time, here are some of Eoghan’s key insights. Listen to the episode below, or if you’re short on time, here are some of Eoghan’s key insights. What was the motivation to build Intercom? How did that journey begin? I don’t know if there’s a lot more to it than that.

Innovation 211

Innovation Start-ups Engineering 211

ClientSuccess

AUGUST 16, 2021

Juggling the day-to-day responsibilities of a customer success manager can be overwhelming at times. You truly only have a set number of hours in the week, so it’s essential to be critical about how you spend your time, and prioritizing can help you focus on what will make an impact. How to set your week up for success. Make a list. .

Start-ups 61

Start-ups 61

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? SMS remains the most ubiquitous channel, but least flexible. I recently gave a talk at the TADSummit conference on this battle and the challenges in measuring the progress.

Scorecard 101

Scorecard B2C Contact Center Omnichannel 101

Zendesk

SEPTEMBER 12, 2023

The name alone can spark fears of human obsolescence—or getting trapped in an endless loop with a chatbot that can’t help. The name alone can spark fears of human obsolescence—or getting trapped in an endless loop with a chatbot that can’t help. Bad reputations are hard to shake. People hate chatbots when they don’t work well.

AI 52

AI CX Start-ups Technology 52