Futurelab

APRIL 4, 2023

I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. We have now published a fully revised and extended version of our whitepaper, which you can download here. In reality, the first time he ran his test, NOT ONE company followed up with him.

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

Inside Customer Service

JULY 14, 2022

I wanted to believe this was a simple error, so I shared the report with the employee's boss. The decision was out of our hands, but our human resources rep explained the company's policies made it clear this employee would be fired. "How What are company values? This was a great employee. The numbers didn't add up.

Customer Service 225

Customer Service 225

Intercom, Inc.

JUNE 16, 2021

When you analyze your company, it’s easy to look at everything in its current state. That perspective is not so useful, however, when planning for where you want to be tomorrow. It’s not about where you are, it’s about where you’re headed, and how fast you’re getting there. Who would you rather hire?

Engineering 265

Engineering 265

Lumoa

MARCH 9, 2023

And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general. Let me give you a real-life scenario of how it works in general. So, how exactly does customer empathy impact the customer experience ?

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Steven Van Belleghem

APRIL 25, 2023

An AI DJ selects the music it thinks you might like, and then combines it with spoken commentary around the tracks or artists, delivered in a realistic-sounding, AI-generated voice. In other words, it allows you to have your very own personal radio DJ. And I believe that generative AI will accelerate and scale that gatekeeper dynamic.

AI 133

AI Social Media Artificial Intelligence Engineering 133

Inside Customer Service

JUNE 23, 2022

This guide summarizes what I've learned about getting customers to give you a second chance after a service failure. It's typically necessary after a service failure, which is a catch-all term for something the customer believes went wrong, whether it's a defective product or service, a restrictive policy, or a rude employee.

Customer Acquisition 163

Customer Acquisition Social Media Customer Retention Start-ups 163

Futurelab

FEBRUARY 27, 2022

That’s difficult to do when you can’t—after a meeting—say: ‘You know, John, maybe you shouldn’t have said x or y.’ How do you get policing out of that? For further clarity, you can even outline behaviors that are not acceptable as a result of this core value. You get the culture you allow or the one you design.

CX 130

CX Gaming Customer Satisfaction Customer Experience 130

Inside Customer Service

FEBRUARY 16, 2023

Most gave answers like, "You know it when you see it." Try training an employee by telling them, “I can’t tell you exactly how to do it, but you’ll know it if you’re doing it right.” You need to get much more specific if you want your employees to build authentic rapport. You want customers to like you.

Start-ups 239

Start-ups Customer Service 239

Beyond Philosophy

OCTOBER 21, 2023

A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. It communicates the value you provide customers. Today, branding is all about the value you provide customers. Poor Irene Beard. Check it out here.

Start-ups 78

Start-ups Customer Experience 78

Intercom, Inc.

JANUARY 31, 2023

We always believe the best way to cut through the hype is by putting real features in the hands of our customers. The arrival of ChatGPT just eight weeks ago was a watershed moment. Suddenly it seemed that generative AI might transform industries from education to marketing.

AI 188

AI Start-ups Technology Technology 188

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

Steven Van Belleghem

OCTOBER 11, 2022

A while ago, I was invited to give a keynote for DPG Media in Belgium, which is one of the leading European media companies. But surprisingly enough, I heard their chairman Christian Van Thillo state the following in one of his talks: “We are not a technology company. We are a media company. Back to the core.

Customer-Centric Organization 104

Customer-Centric Organization Technology Technology 104

Intercom, Inc.

AUGUST 3, 2022

Our products and platform have come a long way since Intercom was founded 11 years ago, and while our innovation is absolutely something to be proud of, we’re especially proud of the company culture we’ve built in tandem. Intercom has been listed at number 35 on Fast Company’s Best Workplaces for Innovators list!

Innovation 211

Innovation 211

Intercom, Inc.

MARCH 28, 2022

How do you set your business up for consistent, continuous growth? To answer it, we believe that there are three recurring trends that are shaping the future of business: First, businesses across all industries are facing pressure to become digital businesses. But this is where many companies are struggling.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Intercom, Inc.

JANUARY 20, 2021

Most companies spend huge budgets creating content to get people to sign up to their product. At Intercom, we believe that providing educational and motivational help content leads to loyal and engaged customers. It gives you the answer to one question, but sends you elsewhere to find the next. Give the entire lesson.

Education 232

Education Engineering Sales 232

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. We asked millions of questions from thousands of business people in hundreds of companies. We asked millions of questions from thousands of business people in hundreds of companies.

Construction 78

Construction Finance Customer Experience Management Retail 78

Steven Van Belleghem

OCTOBER 18, 2023

The wrong priorities ‘Before we start with the customer experience part, I want to give you a quick update on our financial results and how far we deviate from our targets,’ the CEO goes on and on overwhelming employees with 10 minutes of tables, graphs, red and green numbers and arrows pointing hither and yon.

Start-ups 57

Start-ups CX Innovation Customer Experience 57

Intercom, Inc.

OCTOBER 20, 2020

Like some companies, our progression track for engineers splits in two after senior engineer – either continuing as an IC at staff or principal levels, or taking a turn into people management. Unlike a lot of companies, Intercom provides tailored training and 1:1 support for engineers who are interested in branching out into management.

Engineering 221

Engineering Start-ups Technology Technology 221

Intercom, Inc.

SEPTEMBER 17, 2020

But, there’s one company who believe that’s not always the case. The company was originally founded in South Korea and made the move to Silicon Valley in 2015 – it quickly became adopted as a place for employees from the likes of Apple, Facebook, Google, Microsoft, and more to discuss the internal culture of their companies.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

C3Centricity

MARCH 25, 2024

I believe it is because their ROI is longer-term and often difficult to prove. years) A study from Spencer Stuart among CMOs of Fortune 500 companies found that the average tenure is 4.2 years), with B2B companies (4.4 years) A study from Spencer Stuart among CMOs of Fortune 500 companies found that the average tenure is 4.2

B2C 90

B2C B2B CX 90

Intercom

FEBRUARY 20, 2024

According to our Customer Service Trends Report 2024 , 87% of support teams have seen an increase in their customers’ expectations over the last year, and 68% of those believe that expectations have been directly influenced by AI. And it should – AI shines when it comes to speedy responses, answering common queries almost instantly.

AI 52

AI Customer Expectations Technology Technology 52

Intercom, Inc.

JUNE 13, 2022

Built for you is back – this time we’re revealing the powerful product updates we released in May! Last month we turned our attention to data – unleashing new features that help you improve how you collect, access, and use first-party data to influence your product and scale your business. Satmetrix Systems, Inc.,

Net Promoter Score 197

Net Promoter Score NPS Omnichannel Government 197

Zendesk

JANUARY 23, 2024

Jeremy Wood’s company, OpenStore , offers founders the option to sell their businesses or have OpenStore operate and run them on their behalf. Self-belief is a muscle you can build The journey from founding a startup to running a successful company can be notoriously rocky, and Wood’s was no exception.

E-commerce 52

E-commerce AI Engineering Innovation 52

CSAT.AI

FEBRUARY 22, 2023

You can’t stop the AI wave, but you don’t have to get drowned by it. You can get in the water by using accessible AI support apps on Zendesk to help CX and EX that integrate with what you already use. But there are ways AI support apps can provide cost savings for you with less effort and wait.

AI 85

AI Sentiment Analysis CX Predictive Analytics 85

ECXO

FEBRUARY 26, 2024

I’m so thrilled that you’ve decided to explore the fascinating world of behavioral science. Let me tell you, it’s not just about understanding human behavior; it’s also about unlocking the secrets to influencing it. Now, imagine if you could understand the science behind these decisions.

E-commerce 114

E-commerce Sales Social Media CX 114

Steven Van Belleghem

MAY 9, 2022

What I believe that it might accelerate, is that companies simply won’t have any other choice but to create extra value (on top of product or service) because it will trigger a huge shift in the power relation between the brand and the consumer. And that’s where the Web3 phenomenon comes in. Or if they can’t.

Government 130

Government Customer Loyalty Customer Expectations 130

Totango

JANUARY 2, 2024

More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS.

Business Growth 102

Business Growth Customer Journey Map Gaming Sales 102

Intercom, Inc.

OCTOBER 26, 2020

Our mission was to make internet business personal, and we made this little messenger and then bots let these online companies and their customers really get to know each other and get their work done.” It means you think there’s something lacking in you. What was the motivation to build Intercom?

Innovation 211

Innovation Start-ups Engineering 211

Experience Investigators

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. The problem, however, is those efforts are wasted if the new connections don’t stick.

Customer Retention 98

Customer Retention Social Media Customer Loyalty Start-ups 98

Steven Van Belleghem

SEPTEMBER 5, 2023

In the hopes of inspiring companies all over the world to make that transition into a bright and shiny diamond, I am planning to post some inspiring cases of companies that have amazing Customer Cultures in the coming weeks. Companies are now expected to act on all levels: their organization, their industry and the world.

Non-Profits 57

Non-Profits Sales 57

Shep Hyken

JANUARY 26, 2022

In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. You get the idea. And do you know why? It’s because I believe that most of my comments are never read.

Customer Service 108

Customer Service Customer Survey Customer Feedback 108

Lumoa

APRIL 3, 2023

We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency was established in 2022 from my personal passion to support B2B companies in CX. We are thrilled to announce our new partner: B2B Customer Experience Agency.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

Bill Quiseng

DECEMBER 6, 2021

” You don’t want their answer to be, “Well, all I learned was what will get me fired.” ” While that information is important, consider the overall message you are giving new employees at the end of their first day. Whatever you ask is not important to me, so it’s no problem.” Appreciate.

Legal 195

Legal Education Customer Service Customer Survey 195

Customer Experience Matrix

MAY 9, 2024

Obviously this isn’t enough to draw statistically meaningful conclusions, especially when you bear in mind that the audience of CDP Institute members can’t be considered representative of the industry as a whole. I recently checked how many responses we’ve received, and was disappointed that there were just fourteen. audience) output.

Structured Data 52

Structured Data 52

Shep Hyken

JANUARY 4, 2023

Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers. So, what are you doing to create a truly individualized experience for your customers?

Customer Service 124

Customer Service Customer Experience B2C B2B 124

Customer Think

NOVEMBER 27, 2023

Every company wants to make its customers happy but, in reality, few really succeed. The intentions are there, but the execution tends to be average or even poor, and I believe that customer culture lies at the very heart of that conundrum. That’s why I compiled a list of 10 books for you that explain […]

Customer Experience 57

Customer Experience 57

Shep Hyken

DECEMBER 1, 2021

So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? They also work for the company and the customer. If so, tell them!

Healthcare 112

Healthcare Customer Service 112