Intercom, Inc.

SEPTEMBER 24, 2019

It’s something that has since helped managers and ICs get clear and stay aligned around what impact looks like and how to achieve it. You learn, understand and live our company values and our R&D Principles. Outcome: A top problem to be solved for the team is now closed out and the feature is delivering value to customers.

Start-ups 222

Start-ups Engineering Sales Innovation 222

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Empathy leads to more patient, understanding interactions, which are highly valued by customers.

Customer Satisfaction 95

Customer Satisfaction CRM Actionable Insights Social Media 95

Execs In The Know

APRIL 26, 2023

This blog post provides an overview of why organizational transformation is crucial for business leaders, what advantages it offers them, the possible roadblocks they may face on their journey towards creating meaningful change in their organization, and perhaps most importantly – how to reap its rewards! So how can they do it?

CX 98

CX Innovation Artificial Intelligence Gaming 98

Execs In The Know

MAY 22, 2023

In this blog post, we’ll be exploring the benefits and challenges associated with focusing on agent-focused employee experiences, specifically how integrating this kind of approach can improve customer interactions. Enter the agent-focused employee experience.

CX 64

CX Technology Technology Construction 64

SurveySensum

FEBRUARY 27, 2024

However, employee satisfaction isn’t just about creating happy employees – it encompasses a complex interplay of factors, including job fulfillment, work-life balance, opportunities for growth, recognition, and a supportive company culture. Your team members are buzzing with energy, and you feel a surge of creativity and motivation.

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

Customer Bliss

AUGUST 30, 2021

She personally writes letters to the parents of her top 400 executives describing how the values they instilled benefit PepsiCo, saying “Thank you for the gift of your child to our company.”. Find & Hire People Who Align With Your Company Values. Why Good Customer Experience Starts With Your Internal Culture.

Start-ups 124

Start-ups CX Technology Technology 124

Intercom, Inc.

MARCH 15, 2018

All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. Will Larson: When I graduated from college I was actually teaching English in Japan for a year, and that’s when I started doing a lot of tech blogging. product called Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

CX Accelerator

SEPTEMBER 16, 2022

Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. When working to raise the power of the voice of the customer in an organization, you can typically judge the value placed on the voice by the actions of the teams.

CX 208

CX Start-ups Finance Engineering 208

ECXO

MAY 16, 2024

Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences. This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Execs In The Know

JULY 4, 2023

In this blog post, we’ll explore how to get on the right path to becoming an inspiring CX leader and how this trait can benefit you, your team, and your company overall. Embody Your Brand Values The most inspiring action a leader can take is to personify their company’s values. They lead by setting a genuine example.

CX 97

CX Start-ups Customer Experience 97

Intercom, Inc.

SEPTEMBER 2, 2021

Ali Biggs: Our PMM team mission at Intercom is to bring to life the voice of the market internally and the product externally, so new and existing customers can discover, adopt and get value from Intercom. Liam: We ship so much at Intercom, so aligning the stories we want to tell with what we’re building can be a challenge.

Start-ups 211

Start-ups Sales Engineering 211

Beyond Philosophy

JUNE 13, 2019

Employees need a commitment to the value proposition, the organization itself, to fellow employees, and, perhaps most importantly, to the customers. At British Telecom back in the day, we had six values, and the first was to put the customer first in everything we do. This answer is good because all those emotions drive value for you.

Customer Experience 165

Customer Experience Start-ups Government CX 165

ClientSuccess

FEBRUARY 8, 2023

In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals. The CSM manages the day-to-day relationship and is primarily responsible for driving value for the customer and broad adoption of your product.

Sales 71

Sales Customer Relationship Customer Retention 71

SurveySensum

FEBRUARY 23, 2024

With a robust employee feedback tool and real-time feedback at your fingertips, you can identify issues before they escalate, recognize trends before they become patterns, and foster a culture of continuous improvement. You know the issues they are facing in terms of work culture, skillset, colleagues, etc. Sounds like a dream, right?

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

CX Accelerator

SEPTEMBER 24, 2019

And the more you can align your own story of what you’re aiming towards with wider company vision and strategy, the better. Everyone else in your company will be focused on delivering shareholder value and you’ll stick out like a sore thumb calling for something different when to everyone else it seems like there’s no real reason to.

CX 208

CX Education Social Media Government 208

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. Value Statements : Boldly stating what the startup stands for.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Value for Money – we live in a world where disposable incomes continue to be challenged on an annual basis.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Intercom, Inc.

FEBRUARY 20, 2020

Buster sat down with us for a wide-ranging chat that pinballed from our perpetual search for alignment (and why it might be misguided) to the time and place to play devil’s advocate. Often in business, we search for alignment too quickly. Our heartbeats quicken. Our chests tighten. Our blood pressure rises. Short on time?

Start-ups 232

Start-ups Technology Technology Social Media 232

CX Journey

MAY 29, 2019

It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? To add a little more detail to that, culture = values + behavior.

Customer Experience 58

Customer Experience CX 58

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. This norm creates a culture where avoiding interaction with the Customers is acceptable.

Customer Experience 134

Customer Experience Customer-Centric Organization Sales Customer Service 134

CX Accelerator

MARCH 28, 2018

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" These fun things can be great peripheral culture builders….however, Gamification (using game mechanics to drive agents toward high-value behaviors) is one additional technique that can be used to design meaningful play at work.

Contact Center 140

Contact Center Gaming Technology Technology 140

CX Accelerator

SEPTEMBER 24, 2019

And the more you can align your own story of what you’re aiming towards with wider company vision and strategy, the better. Everyone else in your company will be focused on delivering shareholder value and you’ll stick out like a sore thumb calling for something different when to everyone else it seems like there’s no real reason to.

CX 182

CX Education Social Media Government 182

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. Championing a customer-centered mindset within the company.

Start-ups 124

Start-ups Customer Relationship Education Customer Retention 124

SurveySensum

JANUARY 5, 2024

Well, this blog talks about the five efficient strategies that transform your knowledge base into a powerful tool for understanding your customers better. It helps in: Creating User-Centric Content: Analyzing keywords helps align content with customers’ language, making information more accessible and encouraging customer-centricity.

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

Totango

FEBRUARY 10, 2021

When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success. Prioritize a Culture of Customer Success.

Customer Retention 85

Customer Retention Customer Journey Map Net Promoter Score Scorecard 85

Beyond Philosophy

MARCH 27, 2017

He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”. Turns out, other employees have similar stories.

Engineering 135

Engineering Retail Customer Experience 135

Intercom, Inc.

APRIL 19, 2018

It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. The concept was the foundation for his popular talk and ultimately his classic, long-form blog post. To extend that conversation, I hosted Rich on our podcast.

Engineering 192

Engineering Technology Technology Start-ups 192

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. .

Contact Center 52

Contact Center CX Start-ups Finance 52

SurveySensum

FEBRUARY 14, 2024

Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction. In this blog, we’re going to delve into the best employee feedback tools. In fact, companies with engaged employees outperform those without by 202%. But how do we do that?

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Beyond Philosophy

SEPTEMBER 10, 2015

In other words, if you want your Customers to feel they can trust you, they are valued, and their experience was easy, then your employees should say that senior management trusts them, values them, and their experiences was easy, too. It is deliberately designed into the culture and is carried out by the leaders in the organization.

Retail 167

Retail Customer Satisfaction CX Customer Experience 167

Uplifting Service

FEBRUARY 26, 2020

For some, these words represent a true transformation of organization and culture. To align your business around customers ? To build a “customer-obsessed” culture we need people to think and act differently. What do other people want, need, value and appreciate? not products, processes, technology or competitors ?

Innovation 98

Innovation Engineering Education Customer Service 98

Intercom, Inc.

FEBRUARY 25, 2021

At least, that’s Annette Franz ‘ s two cents on the matter. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. With three decades of experience under her belt, she has learned a thing or two about helping companies build customer-centric businesses. So employees know.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

ClientSuccess

DECEMBER 12, 2022

A more comprehensive approach is needed that incorporates other means in order to properly align with organizational objectives while motivating individual employees – creating an environment of success on all fronts. Base + Bonus. Shortcomings of Base + Bonus Model. Let me highlight one challenge by sharing an example.

Sales 87

Sales NPS Business Growth Customer Satisfaction 87

SurveySensum

JULY 11, 2023

This is due to the fact that a greater experience fosters stronger loyalty, converting consumers into promoters with a lifetime value of 6 to 14 times – Bain & Company, Are you experienced? Offer self-service options for customers to find answers on their own like blogs, FAQs, video tutorials, etc. This makes you a loyal customer.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

SurveySensum

JANUARY 9, 2024

With this blog, we will discuss the drawbacks of tying agent CSAT scores to their performance with the help of some of the industry’s top CX experts. ” By focusing on actions within the agent’s control, organizations can better align performance metrics with the actual contributions of their customer service representatives.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Intercom, Inc.

JULY 25, 2018

Make sure to find people you’re aligned with and establish who does what early on. They love to blog about their success doing it too. Flat companies, managerless companies, or holacratic companies, whatever the structure, there always comes a point when the preachiness and blog posts seem to stop. Short on time? ” etc.

Start-ups 152

Start-ups Engineering 152