Callminer

MAY 11, 2020

While following best practices for hiring and training employees who are the right fit for your company is crucial, that doesn’t always mean that problems will never arise. As a manager, it’s important to remain calm and listen to disgruntled employees. Let the fires die out before you make your move.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Zendesk

MAY 25, 2022

Being an active member of the CX community can and will impact your company’s performance: It generates leads and valuable partnerships, and it creates brand awareness when you start getting invited to events, for example. It will also impact you on a more personal level. I have been working in CX for six or seven years.

CX 98

CX Social Media Start-ups Sports 98

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. You would think that it’s hard to make a sweeping generalization about what “all customers” want, especially where customer service is concerned. Nearly three-quarters of consumers expect you to understand their needs and expectations.

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

ClientSuccess

JANUARY 16, 2023

Listening Vectors by Vecteezy. Providing exceptional customer success begins with listening to your customers. As a customer service leader, it’s up to you to ensure that their valuable feedback is not only collected but acted upon. Make Listening a Priority. or “How would you rate our product/service?”

Social Media 64

Social Media Customer Feedback Customer Experience Customer Service 64

Callminer

NOVEMBER 6, 2018

If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear keen to move on to their next meeting rather than listen to you, then you’re unlikely to want to invest in that relationship.

Contact Center 186

Contact Center Invoicing Customer Experience Technology 186

Intercom, Inc.

APRIL 22, 2021

If you’re a senior engineer and want to further your career, what skills should you develop? What’s the right way to do this in your company? With his latest book, Staff Engineer , Will is hoping to answer all of these questions. They likely don’t have all the answers. How do people move into staff engineering roles?

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation. Develop an agile execution plan.

Innovation 97

Innovation Government Customer Journey Map Technology 97

CX Accelerator

SEPTEMBER 24, 2019

We’ve all been there. Nearly every type of job contains a similar pathway through your first days and weeks, while you try to get to grips with the new reality of your working world. In your first days and weeks, you’ll likely introduce yourself to a lot of new people who are all interested to find out what your role is.

CX 208

CX Education Social Media Government 208

Fonolo

AUGUST 4, 2020

They were right. If you're not investing in improving your customer’s perception of your business, you're going to be left behind. So if you’re not investing in improving your customer’s perception of your business, you’re going to be left behind. What influences customer perception?

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

SurveySensum

FEBRUARY 29, 2024

And you know what engagement is tied to? Happy employees are more likely to give their all at work. And we all know that it is more costly to hire someone new than to retain the previous one. Sounds exactly like a recipe for a miracle, right? But the sad part is, that only 23% of employees feel truly engaged at work.

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

CX Accelerator

MAY 8, 2018

The narratives weaved by ourselves, our agents and our customers can communicate common values, elicit emotion, develop trust and understanding, and communicate knowledge and wisdom that can allow us all to grow. Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play?

Contact Center 160

Contact Center Start-ups NPS Education 160

CX Accelerator

SEPTEMBER 24, 2019

We’ve all been there. Nearly every type of job contains a similar pathway through your first days and weeks, while you try to get to grips with the new reality of your working world. In your first days and weeks, you’ll likely introduce yourself to a lot of new people who are all interested to find out what your role is.

CX 182

CX Education Social Media Government 182

Intercom, Inc.

APRIL 4, 2022

One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. Intercom felt like a good choice because it was at just the right stage”. Onboarding with Intercom.

Engineering 118

Engineering Start-ups Technology Technology 118

Fonolo

APRIL 11, 2023

If not, you probably should be! PRWeb reports that 32% of customers are not willing to wait on hold at all. And they should help call center managers see the importance of queue management and the perils of keeping customers waiting on hold You’ve come to the right place! Customers hate waiting on hold.

Contact Center 81

Contact Center Social Media Social Listening Customer Satisfaction 81

Intercom, Inc.

JANUARY 14, 2021

In this episode of Inside Intercom, we caught up with Hubert for a chat about starting small, committing to a product strategy that helps you reach your long-term goals and making sure everyone’s on the same page. If you enjoy our discussion, check out more episodes of our podcast. Use it to make better product decisions.

Engineering 225

Engineering Start-ups E-commerce Sales 225

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. Every company has a culture, and it isn’t something you can directly build. It develops organically in response to the decisions, behaviors, and policies of the people in the business.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. However, that concept might not influence the effect that you need to prioritize in your experience.

Customer Experience 177

Customer Experience Start-ups Customer Relationship Management Customer Relationship 177

Zendesk

JANUARY 28, 2022

All companies are aiming for more revenue and customers in 2022. And how do you get them to buy from you? If you want more customers, you need an organized lead funnel. In this piece, we’ll take you through the ins and outs of a successful lead funnel and why your job doesn’t stop at lead generation.

Social Media 98

Social Media CRM Sales Start-ups 98

Intercom

JANUARY 11, 2024

Starting as a Jill of all trades, tackling a bit of everything on the go-to-market side of things, she soon found her footing in the Support Driven community and fell in love with the art of customer service. To navigate it, you need to secure org buy-in, clearly communicate the impact of resource reduction, and prioritize the essential.

Customer Service 86

Customer Service CX AI Start-ups 86

Steven Van Belleghem

MAY 3, 2022

You can listen to our podcast conversation here: [link]. And as always, I wanted to write down my top insights here on my blog as well: Going above and beyond. First of all, their offering is incredibly extensive. To put it in Tom’s words: “Atlantis The Palm is truly a destination in its own right”. am to 3.00

CX 109

CX Entertainment Sports Customer Feedback 109

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. To that end, here are seven essential questions you should ask yourself about your organization to determine how customer-centric your company is: How Customer-Centric is Your Organization? Is it in there at all?

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Beyond Philosophy

JANUARY 2, 2019

With all the effort that companies are putting into improving their Customer Experience, why are there no improvements? With all the effort that companies are putting into improving their Customer Experience, why are there no improvements? When you have no power to make change happen, you can end up being ineffective.

Net Promoter Score 156

Net Promoter Score Customer Experience CX Hospitality 156

Intercom, Inc.

OCTOBER 5, 2022

Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. And most importantly, as Lara Hogan puts it, you really don’t have to. In their workshops and trainings, she found herself giving the same advice over and over again, and so she decided to write it all down.

Engineering 118

Engineering Gaming 118

Beyond Philosophy

MAY 9, 2019

When you ask people what is important, they will give you obvious, easy-to-justify things, but these aren’t the real reasons they buy—or don’t. Sometimes when they don’t buy, it is because their brain interprets a problem, and it doesn’t “feel right.”. You can then articulate the problem.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

Intercom, Inc.

OCTOBER 1, 2020

If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together to build a feature but in a larger company it’s a recipe for chaos.

Engineering 165

Engineering Start-ups Finance Sales 165

SurveySensum

JULY 11, 2023

You love going to McDonald’s. Because when you go in to order, the cashier greets you with a warm smile. As you sit down, the aroma of sizzling patties fills the air, and your mouth starts watering. You take a bite, and it’s pure heaven — the flavors explode in your mouth, making you crave more.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. Clearly, NPS occupies a special place in customer experience stardom, sitting atop the throne with its crown of glory firmly affixed. Does it spell doom for your business? Well, not so fast.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Intercom, Inc.

OCTOBER 1, 2020

If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together to build a feature but in a larger company it’s a recipe for chaos.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

JUNE 23, 2022

After all, says Amanda, “software is on the leading edge of change.”. Software buying is undergoing a transformation, as is the case with many industries in the post-pandemic market. Instead of reaching out directly to a sales team, customers are taking matters into their own hands and looking to trusted peer reviews for guidance.

B2B 118

B2B Education Start-ups Agriculture 118

Hodusoft

JUNE 14, 2023

Everything You Need to Know About Building Rapport Over Phone For every business, building trust and rapport is the Holy Grail for success. All businesses use different strategies to build rapport with their prospects and customers. How to choose the right contact center software for rapport building? Let’s look at some stats.

Contact Center 52

Contact Center Omnichannel CRM Customer Service 52

Intercom, Inc.

JUNE 26, 2019

Some of it’s really useful, some of it not at all. Hopefully, you’ll find tips on public speaking you won’t see elsewhere and discover inspirational resources along the way. Like any other type of content, talk are a key tool in communicating who you are and what you’re about, as well as articulating what your company does and why.

Education 215

Education Start-ups Engineering 215

Intercom, Inc.

MARCH 14, 2018

This will pinpoint why you’re running a beta and help to define what you want to learn as early as possible. This should be done before you even create a build plan. Decide how you will measure it so you can assess whether or not you are solving the problem adequately. Step 1: Why should you run a beta?

Start-ups 223

Start-ups Engineering Education Customer Feedback 223

SurveySensum

JANUARY 26, 2024

Intrigued, she navigated the website and product and finally placed the order. So, what strategies do you need to use at this stage? Recently, she stumbled across a website offering a revolutionary fitness gadget. When the package arrived, she found some glitches and contacted customer support for assistance.

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

Intercom, Inc.

OCTOBER 3, 2019

It’s a must-listen for anyone looking to gain some insights in this area. You’ll head in the same direction but there are turns along the way. You don’t immediately shove the main course in your guests’ faces. You don’t immediately shove the main course in your guests’ faces. Short on time? Specialize.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Beyond Philosophy

JUNE 17, 2019

Can I get you anything else? Expecting you to interrupt your conversation the minute a server shows up at your table is just rude. Expecting you to interrupt your conversation the minute a server shows up at your table is just rude. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years!

Start-ups 121

Start-ups Gaming Customer Experience 121

Customer Service Life

AUGUST 22, 2019

This article was originally published on the FCR blog on July 2, 2019. Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” Some of these include: Rating the company — Are you satisfied with our company? Click here to read the original.

NPS 106

NPS Contact Center Close the Loop Net Promoter Score 106

Callminer

MARCH 6, 2020

That’s why it’s important to ask the right questions when interviewing management candidates to identify those with the skills and capabilities required to lead your customer service team. Give me an example of a time you couldn’t solve a customer’s problem. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych.

Customer Service 207

Customer Service Start-ups Education Gaming 207