Help Scout

AUGUST 22, 2023

Understanding your brain's natural rhythms can help you make the most of your day. Read the full article

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75

MyCustomer Experience

OCTOBER 4, 2021

WWhat the Subscription Economy Teaches Us About Kick-Ass Customer Experience Once upon a time, we could count the number of subscriptions we. 4th Oct 2021. By BlueOceanContactCenters.

CX 52

CX Customer Experience 52

MyCustomer Experience

OCTOBER 4, 2021

WWhat the Subscription Economy Teaches Us About Kick-Ass Customer Experience Once upon a time, we could count the number of subscriptions we. 4th Oct 2021. By BlueOceanContactCenters.

Customer Experience 52

Customer Experience 52

Customer Think

JUNE 28, 2023

Since 2016, Alchemer Mobile (formerly Apptentive) has published a Mobile Customer Engagement Benchmark Report. For 2023, the Report compiles data from more than 1.2 billion app installs among Alchemer Mobile customers and breaks down the data into ten industries.

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MyCustomer Experience

OCTOBER 28, 2021

WAre any of you out there living with teenagers? I feel your pain, with one kid just moving out of the “danger zone” (ie turning 20) and. 8th Nov 2021. By Claire Sporton CX Innovation and Consulting.

Innovation 52

Innovation CX 52

Beyond Philosophy

AUGUST 10, 2016

Some interesting facts about Telecom consumers in the countries that make up the Asia-Pacific region revealed in the survey include: From India: Most people, (86%) want to use digital channels to interact with online businesses (like Amazon.com). The post Telecoms in Mumbai: What It Teaches Us about India and CX appeared first on.

CX 106

CX Retail Customer Retention Start-ups 106

Intercom, Inc.

JULY 3, 2019

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Dealing With Humans

FEBRUARY 5, 2020

In producing live music shows, you quickly learn about dealing with humans. Remember how we talk about your customers emotional needs being met? They want to feel good about themselves in a concentrated dose. The post What A Rock and Roll Concert Teaches Us about Dealing With Humans appeared first on Dealing With Humans.

Entertainment 52

Entertainment Customer Service 52

Myra Golden Media

JUNE 13, 2017

• Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away with something new, and all of us feel we could have sat and listened to her for days! ”. Training is customized to your needs.

Education 66

Education Customer Service Customer Experience 66

Customer Think

OCTOBER 26, 2021

In this story, there are no skeletons in the closet. They are, instead, on display for all to see. Back in July, Home Depot did something unusual: It pre-released its Halloween lineup online, and almost immediately, it sold out of everything. It may have its Halloween past, and an unlikely product smash, to thank. In […].

Customer Experience 59

Customer Experience Customer Loyalty 59

Customers That Stick

FEBRUARY 4, 2016

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Customer Service 101

Customer Service 101

PeopleMetrics

NOVEMBER 10, 2014

The first step in identifying the areas of resistance is to think about the emotional experience from the customer perspective. Not David, Michelangelo’s representation of the biblical hero, but David, the manifestation of all the best things about your organization, people, and services.

Customer Experience 93

Customer Experience Customer Loyalty Customer Relationship Customer Feedback 93

CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Futurelab

APRIL 26, 2024

What do these consultants know about engineering anyway? But a licensing company in the US managed to achieve major success with it. Within weeks, US clinics who received patient requests started ordering the new devices. We used this case as a hook to engage the R&D people.

Engineering 157

Engineering Manufacturing Innovation Start-ups 157

CX Accelerator

JANUARY 14, 2024

These incredible folks have been investing in CX professionals for many years and are the perfect team to guide us into the future. Learn more about our board and join using the link below. link] We strongly believe that there is something special about Customer Experience work and the people who do it.

CX 182

CX Non-Profits Customer Experience 182

Beyond Philosophy

APRIL 25, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Narratives draw us in and interest us in what happens next. However, another reason we like stories is it helps us remember things. A brand that uses this tactic is Ikea.

Engineering 78

Engineering Education Start-ups Customer Experience 78

The DiJulius Group

SEPTEMBER 8, 2016

However, there is one person in particular that consistently blows me away on how he builds rapport instantly with strangers and learns so much about other people in only a few minute conversation. I have had the good fortune to experience and witness many professionals who truly know how to serve. This person is my […].

Customer Service 40

Customer Service Customer Experience 40

Beyond Philosophy

APRIL 19, 2024

“Did I tell you about the time I …” These seven words are one of many ways we signal one of our favorite things is coming next: a story. Examples of successful brand storytelling like how Ikea helps us buy their assemble-it-yourself furniture because it’s far more affordable that way.

Innovation 88

Innovation CX 88

Intercom, Inc.

MARCH 3, 2020

So if you’re considering a design job at Intercom , we won’t make it harder by forcing you to read our minds or guess about what we value. Instead, we’ll tell you exactly what we look for – and why it matters to us. Instead of making you guess what we care about, we’ll just be open and tell you. Show the right work?

Engineering 290

Engineering Gaming 290

Beyond Philosophy

DECEMBER 2, 2023

I often say, “None of us are as clever as all of us.” ” However, sayings are more useful when they can spur action. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. Check it out here.

AI 143

AI Customer Experience Management Consulting Education 143

Intercom, Inc.

MAY 25, 2022

We’re serious about delivering the best customer experience with our Engagement OS. Intercom has been growing, and will only continue to do so – many of our longest standing customers have evolved with us over the years. Our observability tooling allows us to closely monitor how we’re serving traffic. Can Intercom do that?

Engineering 252

Engineering Technology Technology Customer Experience 252

ECXO

APRIL 7, 2024

It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

AI 111

AI CX Artificial Intelligence Predictive Analytics 111

Beyond Philosophy

FEBRUARY 2, 2024

They are British idioms and when he employ these expressions with his American pals, they usually don’t know he is talking about. It demonstrates the importance of the words you use to communicate and how easy it is to miscommunicate or not communicate at all. So, why be casual about the language employed in customer communication?

Customer Experience 88

Customer Experience CX 88

Intercom, Inc.

MARCH 3, 2021

That can be said of most businesses, at any scale, but too often the hard job of thinking about how businesses make decisions goes unexamined, never mind improved upon. We’ve recently unveiled a new “product decision framework” at Intercom, which will help us continue to scale along with our ambitions. Curious about this framework?

Engineering 260

Engineering 260

Inside Customer Service

AUGUST 10, 2023

How to grow your rapport skills Most of us have a good foundation of rapport skills. These are the skills we use to make friends and build relationships with people outside of work. The key is identifying and using these same skills with customers. Listening Skills Customer service is about helping people.

Customer Service 199

Customer Service Start-ups 199

Bill Quiseng

OCTOBER 25, 2023

It is never about the actors. It is always about the audience. When it comes to customer experience, it’s never about us. It’s always about them. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.

Customer Service 174

Customer Service Customer Expectations CX Customer Experience 174

Intercom, Inc.

APRIL 20, 2022

Design fundamentals are a set of patterns that are commonly followed to make products easier and more delightful to use. They are also extremely empowering for designers, enabling us to focus on solving problems quickly without getting lost in re-inventing the standards. We care deeply about innovation.

Innovation 211

Innovation Machine Learning Engineering Start-ups 211

Intercom, Inc.

JULY 13, 2021

That’s why we’re upfront with candidates about what we look for in designers before they interview with us. That’s why we use the same criteria to hire people as we use to evaluate their performance after they join. In a recent survey, our team let us know design career paths and advancement were pain points.

Scorecard 271

Scorecard Start-ups Engineering 271

Beyond Philosophy

JULY 16, 2022

If you do, could vote for us in the People’s Choice Podcast Award? Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Tell us about it here. We hope you enjoy today’s show.

Management Consulting 157

Management Consulting CX Customer Experience 157

Futurelab

MARCH 1, 2024

Who are you to come and tell us that we are doing it wrong?”Salespeople’s NOTE: From now on, every Friday, here: Kolle’s column about #NoBullshitCX #20yearsFuturelab When we ran workshops with the dealers to gather their input and discuss our ideas, their initial reaction was quite negative. “We So, we asked them a key question.

Start-ups 157

Start-ups Sales Customer Experience 157

Intercom, Inc.

MARCH 1, 2022

New at Intercom will tell you more about Intercom’s company mission, unveil our most exciting new features, spotlight our customers, and hear from the experts on how this transformation is reshaping multiple industries. We’re excited about the future, and we want to share that with our current and future customers.

Customer Relationship 211

Customer Relationship Customer Expectations Customer Experience 211

Beyond Philosophy

DECEMBER 29, 2023

Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. For example, you may have heard Colin share about his wife, Lorraine, and her back surgery this year—a major undertaking that necessitated extensive physical therapy during recovery. Check it out here.

Customer-Centric Organization 88

Customer-Centric Organization Management Consulting Education AI 88

Customer Think

FEBRUARY 4, 2024

I’ve written many times about those topics in the past. Chief Executive Group recently polled CEOs in the US about their top priorities in 2024, and […] Employee retention. Candidate experience. Your employees should be your top priority, your hottest topic – right now. Actually, always.

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Intercom, Inc.

JANUARY 31, 2023

However, getting from technological breakthrough to useful applications is far from straightforward. The trickiest thing about large language models (LLMs) is that they’re great at appearing plausible, even when they’re wrong. This means we need to think carefully about how to apply the tech in practice to make it truly useful.

AI 188

AI Start-ups Technology Technology 188

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. One good thing about the Job to Be Done framework is it’s simple to understand.

Sales 78

Sales Customer Experience 78

Zendesk

MARCH 13, 2024

“Because we could come into this as support professionals and say, hey I know this is the future and this is the way that customers are going to want to talk to us. But there are still generations of folks and demographics of folks that are used to a different level of support.”

AI 113

AI CX 113