SugarCRM

SEPTEMBER 25, 2019

Fast forward seven months, and he’s presenting to a sold-out audience of Sugar customers who arrived early this morning for an inside look at the “New Sugar” — our expanding portfolio of products designed to help companies cultivate customers for life. . For example, you may have heard about our acquisition of Salesfusion (now Sugar Market).

CX 22

CX Innovation Technology Technology 22

Callminer

DECEMBER 27, 2023

Understanding how customers use and feel about the products they buy is critical. This blog looks at how product intelligence can help companies make better decisions about products and improve CX.

Customer Experience 182

Customer Experience CX 182

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. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover). 5) put profits before purpose.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Futurelab

MAY 15, 2024

Customer innovation geeks (me included) like to tell “rags to riches” stories about how companies reinvented themselves based on a brilliant insight or a truly creative approach. #NoBullshitCX #20yearsFuturelab “Ask your customers.”

VOC 157

VOC Manufacturing Voice of the Customer Innovation 157

Futurelab

MARCH 8, 2024

I am obviously joking, but it represents what we often get at companies: the more numbers, the better. Luckily, at the end of the day this company does take action; amongst other things–by focusing very well on individual customers and their feedback (remember the Steel company in column 77?).

VOC 157

VOC Voice of the Customer CX 157

Inside Customer Service

SEPTEMBER 14, 2023

Legendary stories have three characteristics: About your company An example of the vision Authentic Let's see how the Nordstrom tire story fits. First, it's about Nordstrom. The Nordstrom tire story is really a story about an associate following the vision. And that store did sell tires. All you have to do is listen.

Start-ups 228

Start-ups Customer Service Customer Survey Customer Feedback 228

Futurelab

APRIL 26, 2024

The company was, after all, known for their cutting-edge technologies devised through blue-sky research. What do these consultants know about engineering anyway? But a licensing company in the US managed to achieve major success with it. However, the issue at hand was not bad engineering, it was poor commercialization.

Engineering 157

Engineering Manufacturing Innovation Start-ups 157

Futurelab

MARCH 22, 2024

Bad communication about deliveries. While logistics took time to fix, simply forewarning customers about schedule changes made a world of difference. In my experience, NO company really knows what their customers think without actually asking them. But our VoC pilot painted a different reality. The real deal-breaker?

VOC 157

VOC Voice of the Customer Sales 157

Futurelab

MAY 3, 2024

Here is another story about it from our work for the contact center of a car manufacturer. Knowing how often companies run on the“we always did it this way” principle, I asked as many “stupid questions” as I could. Remember last week’s column on the outsider’s perspective?

Manufacturing 157

Manufacturing Contact Center CX 157

Customer Think

APRIL 23, 2024

However, this abundance of information comes with increased customer scrutiny—customers are increasingly, and justifiably, opinionated about how their data is used, especially with the growing adoption of AI. According to Twilio’s latest State of Customer Engagement Report, 70% of companies are already using AI […]

AI 135

AI 135

Inside Customer Service

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. Some companies have marketing roles with the word "evangelist" in the job title. Their job is to get the word out about a company's products and services. They are a brand evangelist who happens to work for your company.

Retail 261

Retail Social Media Finance Sales 261

Intercom, Inc.

NOVEMBER 9, 2021

You used to obsess about innovation and being at the front of the market, and now you’re feeling bogged down shipping table-stakes features. “You grow into the big, bloated company once you stop being a startup” This talk I gave at Web Summit 2021 is about pushing back against that. . The key takeaway?

Innovation 257

Innovation Start-ups 257

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep. Be GREAT out there! Find their passion.

Social Media 158

Social Media Customer Loyalty Customer Expectations Customer Service 158

Intercom, Inc.

MARCH 1, 2022

We are in the midst of a complete transformation in how companies and customers interact with one another. As all businesses become at least partially digital businesses, customers expect those online interactions with companies to be convenient, effective, and personalized. How can businesses adapt to this new reality?

Customer Relationship 211

Customer Relationship Customer Expectations Customer Experience 211

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. With Jose’s encouragement, Gina talked about the importance of understanding customer needs and treating them with respect.

Customer Experience 103

Customer Experience Start-ups Customer Feedback Sales 103

Intercom, Inc.

APRIL 22, 2021

After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track. What’s the right way to do this in your company? How do people move into staff engineering roles? Will Larson: I would love to.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom, Inc.

JULY 28, 2022

Growth is arguably the most defining and sought-after trait of technology companies. Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Intercom, Inc.

JUNE 16, 2021

When you analyze your company, it’s easy to look at everything in its current state. It’s not about where you are, it’s about where you’re headed, and how fast you’re getting there. Long-term thinking is hard for a very simple reason: every company is in a race against the clock. What’s our biggest problem today ?

Engineering 265

Engineering 265

Intercom, Inc.

SEPTEMBER 15, 2021

According to him, winning is not really about beating the competition – it’s about inventing a whole new game. The book aims to help companies apply category design to open new markets and create new demand. The hard part is knowing what problem your company solves. Kevin Maney: Thanks, Liam.

Sports 205

Sports Start-ups CXM Innovation 205

Customer Think

MAY 14, 2024

NetLine publishes this report annually, and it consistently provides a wealth of real-world insights about how business professionals actually consume marketing content.) Source: NetLine Corporation Virtually all B2B companies are now using content marketing in several forms, and therefore understanding how business […]

B2B 67

B2B 67

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. Indeed, a survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations. It’s about nurturing a proactive culture that anticipates and responds to changes swiftly.

Social Media 90

Social Media Customer Feedback Innovation Customer Satisfaction 90

Customer Think

MAY 12, 2024

We are hearing a lot these days about “getting to the root of the problem” including fixing Boeing’s 737 jet problems and in the recent obituary for Ford Motor Company’s CEO in the 1980s, Donald E.

AI 70

AI CX Contact Center Technology 70

ECXO

APRIL 24, 2024

Comprehensive Solutions Enterprise-Level Needs: These companies offer comprehensive solutions that address various business processes, including CRM, ERP, and SCM. Market Presence and Brand Reputation Established Market Presence: Having been in the market for decades, these companies have established a strong reputation and reliability.

CX 105

CX B2B Compliance Sales 105

Customer Service Training

MAY 19, 2013

Stage 1 - Define Customer Service The ability to meet your customers needs in the most efficient and cost effective way Stage 2 - Who are your customers?

Customer Service 40

Customer Service 40

ECXO

MAY 16, 2024

The customer-centric leader clarifies individual contributions to the customer experience In today’s competitive landscape, it is crucial for companies to ensure that every employee contributes to how customers perceive the organization’s products or services.

64

64

Beyond Philosophy

MARCH 7, 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. What brought this up was a podcast listener who had a pickle they wrote us about. She asked the right blokes about this one. Value is fundamental here.

Construction 78

Construction Finance Customer Experience Management Retail 78

ECXO

JUNE 13, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. According to the survey, about 50 percent of organizations that use real-time analytics say they have measured an increase in customer retention, loyalty and revenue growth. But companies are struggling to achieve this goal.

Predictive Analytics 133

Predictive Analytics Government Sales Customer Retention 133

Steven Van Belleghem

MARCH 14, 2023

Partner in Life : this is not about your customer journey , but about the life journey of your customer. Save the World : this is about companies taking their responsibility to do good for society as a whole. Every company has strengths that it can use to create a societal added value.

Customer Experience 144

Customer Experience Customer Expectations CX Technology 144

Customer Service Life

JANUARY 31, 2024

A perfect role for someone who “hates” quality Years later, I was hired by a contact center outsourcing company to be Head of Quality, and I sort of chuckled to myself given the fact that it was probably one of my least favorite activities as a contact center manager. At our company, we call these one-on-ones.

Contact Center 83

Contact Center Start-ups Customer Satisfaction Customer Service 83

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Fonolo

FEBRUARY 29, 2024

This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center. Make sure you let your customers know about your efforts. Talk about them in your consumer-facing marketing because customers care about security.

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

TeamSupport

NOVEMBER 30, 2023

Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. It’s also imperative that companies know which support channels work best for their business model and are most useful to their unique customer base. Ready to Increase your CSAT? Interested in learning more?

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

Lumoa

FEBRUARY 7, 2023

Why you should care about the Voice of the Customer? By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image. Examples of VoC There are so many different ways customers can share information about what they want.

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

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

C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience.

Customer Satisfaction 62

Customer Satisfaction Retail Customer Service Customer Expectations 62

Lumoa

MARCH 9, 2023

Put simply, it means genuinely caring about the experience your customers have with your brand. By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. Let’s take a look at Buffer , a social media management company as an example.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169