Intercom, Inc.

JUNE 16, 2021

It’s not about where you are, it’s about where you’re headed, and how fast you’re getting there. It’s hard to worry about future problems when you have a hardwired focus on hitting a short-term target. It’s not about where it is, it’s about where it’s going. What’s our biggest problem today ? Analyzing competitors.

Engineering 265

Engineering 265

Intercom, Inc.

OCTOBER 9, 2019

But the reason it resonated so much with readers was its powerful core finding – our brain has two very distinct modes, or systems, of thought: System 1 (fast, automatic, and impulsive) and System 2 (slow, conscious, and deliberative). Rule 1: Know when to lean on your fast System 1 reactions.

Entertainment 201

Entertainment Start-ups 201

Adrian Swinscoe

DECEMBER 6, 2021

Here’s how it is different: It’s Part 1 of a two-part conversation about a new project. Today’s podcast interview is different. Part 2 will be released […]. The post Introducing Punk XL – Interview with Serena, Lara, Amy, Joyce, Oisin and Tom first appeared on Adrian Swinscoe.

190

190

Inside Customer Service

MAY 9, 2024

The agent was upset about her quality score. Step 1: Identify specific skills Start by identifying the specific skills you want to measure. The feedback session was going poorly. A quality assurance analyst was reviewing a contact center agent's calls. The agent bristled at receiving zero points for friendliness. Irritated at times.

130

130

Inside Customer Service

NOVEMBER 17, 2022

A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. One thing the discussion revealed was that many managers start thinking about accountability way too late. Have you tried replacing someone right now? It's hard. It was a fascinating discussion.

Customer Service 210

Customer Service Start-ups 210

Uniphore

JUNE 17, 2021

60% of callers expect agents to be more qualified to resolve complex issues HOWEVER, 56% of agents are overwhelmed with handling complex requests today Research shows a 1:1 correlation between FCR and customer satisfaction improvements by percentage. What Your Call Center Agents Rant About on Social Media. Register Now.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Hodusoft

APRIL 17, 2024

Everything You Need to Know About Auto Attendant If you have ever dialed a business phone number, you must have been greeted by an automated system, which then gives you a series of options and routes you to the right agent and department. Pros of Using Auto Attendant Using auto attendants have many benefits and here are some of those: 1.

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Intercom, Inc.

JANUARY 18, 2023

” A 1% increase in customer acquisition affects your bottom line by just over 3%, while a 1% decrease in churn can boost it by 7% , which means, in the end, retention can be more than twice as powerful as customer acquisition. Retention is about more than onboarding. Spoiler alert: this isn’t about onboarding campaigns.

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

CommBox

DECEMBER 12, 2023

In this article, we will explore and debunk common misconceptions about generative AI chatbots, shedding light on how they can positively impact customer satisfaction and revolutionize AI-powered support automation. Misconception 1: AI Chatbots are Impersonal and Provide a Bad Customer Experience.

AI 96

AI Customer Satisfaction Machine Learning Artificial Intelligence 96

Zendesk

MARCH 18, 2024

That’s why we are excited about these new options that will make your life scheduling more adaptable. Now that’s what we’re talking about. What’s in it for you 1-minute increments for your schedules: From time to time, we found that teams needed more options when scheduling. Life-changing? Definitely.

52

52

Customer Think

JANUARY 20, 2023

By Francis Buttle[1], Julie Jones[2], Merlin Stone[3] Customer relationship management (CRM) has been around for over thirty years, but there’s still widespread misunderstanding about what it is.

CRM 128

CRM Customer Relationship Management Customer Relationship Sales 128

Execs In The Know

APRIL 7, 2024

Think of them instead as a way for the team to think holistically about how your individual needs can be addressed to make the team function like a well-oiled machine. Say you walk into a 1:1 and your manager mentions they’d like for you to work on your first response time to ensure customers receive prompt replies.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. This year is about artificial intelligence (AI). It’s not unusual to feel jaded about people.

Net Promoter Score 97

Net Promoter Score NPS Artificial Intelligence AI 97

Intercom, Inc.

JANUARY 5, 2022

Despite not even being two years old, Drata has already closed a $100 million Series B, propelling it to unicorn status and making it one of the fastest companies to achieve a $1 billion valuation. Portfolium was eventually acquired, but the team behind it never stopped thinking about a better way to do it. Don’t skip on automation.

Compliance 211

Compliance Engineering Start-ups B2B 211

Logicalware

NOVEMBER 9, 2023

Here, we will take you through Part 1 of the conference. Following an energising presentation from Frederic, next up we had Bernardin Arnason, Industry Principal at Frost and Sullivan, who talked about the future of customer service. With these phenomenal sessions, we closed Part 1 of the event. Stay tuned for a recap of part 2.

AI 69

AI CX Customer Experience Retail 69

Shep Hyken

JULY 15, 2022

We’ve entered a new era of service where businesses that are serious about scaling and retaining their customers — especially small businesses using continuity models (e.g., Step 1: A prospective client schedules a call with you. That’s worth $13 per month for my Prime membership, and I don’t ever stop to question whether it is.

Gaming 119

Gaming Social Media Customer Experience Customer Loyalty 119

SurveySensum

MARCH 14, 2024

These surveys can be of different types with different purposes, let’s find out about them. The rating scale often ranges from 1 to 5 or 1 to 10, with 1 representing “very dissatisfied” and the highest number indicating “very satisfied.” ” 2.

Customer Satisfaction 52

Customer Satisfaction Text Analytics NPS Actionable Insights 52

Customer Think

OCTOBER 24, 2023

That understanding work includes three important tools: (1) feedback and data, (2) personas, and (3) journey maps. I’ve written about personas several times before and included them […] Employee understanding is just as important to designing and delivering a great employee experience.

Customer Experience 79

Customer Experience Customer Loyalty 79

Comm100

JANUARY 17, 2024

Chapters Chapter 1 What is automation in customer service? Chapter 3 How to lean into automation Chapter 4 The importance of Human-bot Harmony CHAPTER 1 What is automation in customer service? In the simplest terms, automation in customer service is about leveraging technology to handle routine tasks without human intervention.

AI 77

AI Customer Service Technology Technology 77

Experience Investigators

DECEMBER 15, 2023

Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. Customer experience will happen whether or not you talk about. But proactively and intentionally designing and delivering a positive customer experience is all about leadership. They hang a banner, then ignore it.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Zendesk

MARCH 18, 2024

Think of them instead as a way for the team to think holistically about how your individual needs can be addressed to make the team function like a well-oiled machine. Say you walk into a 1:1 and your manager mentions that they’d like for you to work on your first response time – to ensure customers are getting prompt replies.

Scorecard 52

Scorecard Start-ups Education CX 52

SurveySensum

MARCH 19, 2024

Now, think about the authenticity of the feedback received by the company, do you think your feedback will be actionable for the? But before that, how about we understand what are good survey questions? On a scale of 1-7, how satisfied are you with the pricing of [product/service]? How did you first learn about our brand?

Net Promoter Score 52

Net Promoter Score Customer Feedback Construction Customer Survey 52

Intercom, Inc.

MAY 16, 2022

Workshops are about getting stuff done, and are often used as milestones to start things or make decisions. “As Be mindful about brainstorming. Take the example of a multipart workshop we ran about the vision of our support products. Talking about the future of support (20 min). Detail the activities in each section.

Start-ups 245

Start-ups Gaming Technology Technology 245

Service Quality Institute

APRIL 10, 2024

I talk about 9 critical elements to drive a service culture. Another 1 -2 hours or 1-2 weeks. They opened about 9:33 pm – 3 minutes past their 9:30 am posted time. Speed is one of them. Most employees think slowly. What is another 2-3 minutes. I am in Hilton Head this week for my 47th wedding anniversary.

Customer Service 52

Customer Service Sales Start-ups Customer Experience 52

Totango

NOVEMBER 27, 2023

With your marketing team, work with them to develop content that helps customers quickly understand and reinforces the value you’re providing. “At the end of the day, it’s all about the customer outcomes,” Dishman said. “We

Touchpoint 104

Touchpoint AI Gaming Innovation 104

Zendesk

MAY 27, 2022

If you would like more information about our legal terms, please visit our Agreements and Terms Website. If you would like more information about our privacy and security practices, please visit our Trust Center Website. For new subscribers, our updated Master Subscription Agreement (MSA) will become effective on June 1, 2022.

Legal 98

Legal Compliance Customer Feedback 98

The Customer Service Blog

JANUARY 17, 2024

The Customer Service Blog has featured several articles about Britannia Hotels and their terrible reputation with the British public. What about other hotel chains? Readers of this blog will already know that Britannia are often ranked as the worst chain in the UK by the public. This has been confirmed yet again in a survey by Which?

Customer Satisfaction 82

Customer Satisfaction Customer Service 82

C3Centricity

JANUARY 16, 2024

Everyone is talking about the importance of customer centricity. At least if they are thinking about the traditional CX model. But there is a big difference between talking about putting the customer first and doing so. However, only 1% of customers feel that vendors consistently meet their expectations. Let me explain.

Customer Experience 90

Customer Experience CX Touchpoint Customer Service 90

SurveySensum

OCTOBER 19, 2023

The survey revealed several crucial insights: Many respondents complained about the poor battery life of the smartphone. Users were actively complaining about it on social media. A product survey is used by businesses to gather feedback, from their customers about a particular product or service.

Customer Satisfaction 52

Customer Satisfaction Structured Data Social Media Start-ups 52

SurveySensum

JANUARY 17, 2024

11 Best Practices for Seamless Customer Satisfaction Survey Design 1. You can understand your audience well by, 1. Identify Your Survey Objectives and Goals 1. Defining Survey Objectives: This is about clearly stating why you’re conducting the survey. Choose the Right Survey Questions and Scale 1.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Execs In The Know

JANUARY 9, 2024

However, misconceptions and myths about BPO often cloud its true potential and benefits. Myth 1: Loss of Control and Quality Fact: One of the most prevalent misconceptions about BPO is the fear of losing control over crucial processes and the subsequent decline in service quality. Interested in learning more?

Finance 93

Finance Innovation Customer Service Customer Experience 93

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Customer perception has never mattered more.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Totango

APRIL 4, 2024

Katie Yagodnik, Director of Customer Success Operations and Digital Programs, Totango From the sales side, Charlie talked about implementing systems to document the sales cycle thoroughly. Those 1-3 desired outcomes should serve as a lighthouse for CS and sales teams alike.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Bill Quiseng

JUNE 6, 2023

When I say, “County Fair”, what do you remember and feel about that experience? What about if I said, “County Fair ride operator”? What about the ride operator? All facial hair (beards, goatees, and mustaches) must be fully grown in, neatly groomed, and well maintained and no longer than 1/4 of an inch in length.

B2C 88

B2C Customer Loyalty B2B CX 88

LitmusWorld

JUNE 3, 2021

Charting out your CX Excellence with a CX Maturity Roadmap: Part 1 The thing you need to remember about your CX journey is that it’s not something you can do when your whim takes over Read more… Charting out your CX Excellence with a CX Maturity Roadmap: Part 1 appeared on LitmusWorld.

CX 98

CX 98

SurveySensum

NOVEMBER 29, 2023

It’s about getting their thoughts and ideas while they use them right then and there. There are many benefits of in app customer feedback, let’s talk about a few. Benefits of In-App Customer Feedback 1. Benefits of In-App Customer Feedback 1. That’s what in-app feedback forms are all about.

Customer Feedback 52

Customer Feedback Touchpoint Customer Expectations Customer Experience 52

C3Centricity

MAY 2, 2023

Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their customer-first strategies. As an example of this, think about Amazon , which is well known for its customer-centric approach.

Customer Satisfaction 90

Customer Satisfaction Customer Loyalty Sales Customer Service 90