Customer Think

DECEMBER 29, 2022

So often I hear having a service and doing a great service recovery is good for you. Reach the point where your products do not need service other than routine maintenance. If you have zero defects, then there should be no complaints on the product and the system. He does not want unnecessary experiences.

Manufacturing 119

Manufacturing 119

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Totango

JULY 11, 2023

SVP of Customer Success “Totango takes all of our feedback and implements it almost immediately or can provide a product roadmap timeline in which it will be accomplished. I appreciate the continued communication with our CSM to improve the product or make recommendations consistently!” — Ashley M., .” — Juan G.,

Customer Journey Map 84

Customer Journey Map Sports Innovation Touchpoint 84

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Intercom

JANUARY 11, 2024

Take the time to build and maintain a centralized knowledge base – you might even reduce dependency on individual knowledge. Customer service teams need a data-driven approach to work with product in prioritizing what makes sense for the business and delivers value for the target. Somebody who has enough experience.

Customer Service 86

Customer Service CX AI Start-ups 86

Intercom, Inc.

AUGUST 18, 2022

You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. She creates front-end libraries, a role that perfectly suits her given her life-long passion for user experience, design, and building things. So, I went back to what I loved – building websites.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Execs In The Know

MAY 16, 2024

May 16, 2024 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce its fall Customer Response Summit (CRS) , a CX leadership event, will be held in Palm Springs, California on September 24-26, 2024. PHOENIX, Ariz., Our community is comprised of so many talented leaders. “Our

CX 40

CX Innovation Sales Technology 40

Intercom, Inc.

JANUARY 16, 2020

Miro has made the move from product to platform. We hear how sharing the pain that your customers experience is key to understanding it. Can you give us a bit of background on yourself and your experience and how you came to found the company? Andrey: That’s a great question. A virtual whiteboard on steroids.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Intercom, Inc.

SEPTEMBER 6, 2022

Small changes are easier to build and faster to review, enabling us to deliver value to customers more quickly. This is the seventh post in a series exploring our product principles. Here, Aidan discusses our engineering principle “Build in small steps”. Building within complex systems is challenging. Managing complexity.

Engineering 138

Engineering Start-ups Gaming Sales 138

Intercom, Inc.

DECEMBER 28, 2022

When used right, they add richness to conversations, help emphasize an emotion, and build rapport with customers. We’ll be releasing the third edition of the Customer Support Trends Report and announcing it in the blog and newsletter very soon so watch this space. 2022 has provided us with some truly great series.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Zendesk

OCTOBER 2, 2023

After Squarespace launched in 2004, its sole employee for several years was founder Anthony Casalena, who steadily built up his website building business by maintaining an intense focus on customer satisfaction and feedback. Now, almost two decades later, the publicly-traded company continues to place great importance on customer feedback.

Customer Feedback 64

Customer Feedback Customer Satisfaction AI 64

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand.

CX 59

CX Social Media Touchpoint Customer Acquisition 59

Totango

OCTOBER 12, 2022

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. And with 96% of professionals also indicating that improving the customer experience is a “high” and “medium” goal, it’s clear that delighting customers is widely regarded as the best way to keep them coming back for more.

Sales 113

Sales Customer Retention Innovation Customer Experience 113

Intercom, Inc.

MARCH 15, 2018

They’re the ones making sure your app is secure, that uptime looks good, and that the rest of your engineering org has the right tools to build features your users need and want. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

ClientSuccess

JANUARY 3, 2023

To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Learn more about the power of building trust with your clients in this webinar. Builds trust by asking powerful questions.

Net Promoter Score 81

Net Promoter Score NPS Customer Loyalty Innovation 81

Customer Think

OCTOBER 20, 2021

I’ve spent some portion of my career with product designers. It has given me the opportunity to hang out with a lot of interesting people, whether they designed automobiles, airplanes, mobile devices, buildings, or even fashions. Rethinking The Customer Buying Experience.

Customer Service 73

Customer Service Innovation 73

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Innovation 81

Innovation Customer Service Omnichannel Social Media 81

Fonolo

JULY 5, 2023

These are typically generational trends caused by new technology or information about a product. Salesforce reports that a staggering 84% of customers say the experience a company provides is at least as important as its products or services. The best employees don’t push random, irrelevant products.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. Why Have a QBR?

Technology 109

Technology Technology Customer Retention Customer Satisfaction 109

Intercom, Inc.

DECEMBER 21, 2020

. “We wish you a very peaceful and safe holiday season” Alongside posts on product design and long-form guides on conversational support , we addressed the impact of COVID-19 , and expressed our anger and solidarity amid the struggle for racial equality and justice. Contemplating the art of product management.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Intercom, Inc.

APRIL 4, 2022

So here I’m going to describe my first two years here so you can get a sense of what engineering work at Intercom actually looks like – how do we approach problems, how do we collaborate, how do we build product, how do we treat one another. I’ve been a Product Engineer at Intercom for just over two years.

Engineering 118

Engineering Start-ups Technology Technology 118

Intercom, Inc.

SEPTEMBER 22, 2020

Strong customer relationships are more important than ever for business success, but the old ways of communicating and building relationships with customers are broken. But as Brian says: Just how do you build a customer experience that’s hands down beats the competition?

Gambling 211

Gambling B2B Education Business Growth 211

ClientSuccess

FEBRUARY 22, 2023

Customer Support Customer support is focused on assisting customers with a problem or issue with a product or service. Customer Success aims to help customers achieve their desired outcomes and reach their goals using the product or service. Unlike customer support, which is reactive, customer success is proactive.

Customer Satisfaction 70

Customer Satisfaction Education Customer Retention Customer Relationship 70

ClientSuccess

DECEMBER 5, 2022

Receive invaluable customer feedback on products, services, and strategies. The value in CABs is most often realized in regulated industries or with complex products and business models like enterprise software. Build Your CAB with the Right Mix of Customers. Build Your CAB with the Right Mix of Customers.

Social Media 87

Social Media Start-ups Customer Satisfaction NPS 87

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. The best of the blog. Significant digits: 240 blog posts, 18 videos.

Engineering 150

Engineering Start-ups Gaming Sales 150

Totango

JULY 15, 2021

Customer success (CS) teams are designed to build, maintain and optimize lasting relationships with customers by helping them fulfill, and even exceed, their own business goals. Building up high-quality, long-lasting customer relationships to boost engagement, advocacy and expansion. Why the Chief Customer Officer Role is on the Rise.

Start-ups 125

Start-ups Customer Relationship Education Customer Retention 125

Execs In The Know

NOVEMBER 5, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. The result has been a dynamic shift in not only the customer experience, but also a rising opinion of the brand among both industry watchers and customers alike.

CX 98

CX Technology Technology Customer Experience 98

Shep Hyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Here’s why customer experience is of great value in your marketing strategies. . Why Customer Experience Should Be the Center of Your Marketing Strategies .

Customer Experience 69

Customer Experience Engineering Sales Customer Expectations 69

Totango

APRIL 7, 2021

In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. Apps are a great resource for helping to improve your efficiency and organization both at work and in your personal life. Workflow Automation and Customer Success.

Social Media 118

Social Media Start-ups Technology Technology 118

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Logicalware

FEBRUARY 1, 2022

UX Design is all about understanding your users’ needs and creating products that are intuitive and accessible. In this blog, Puzzel UX Designer Marc Fenton explains the design process and what Puzzel’s UX team has been up to lately. Design teams build mock-ups and share them with stakeholders and users to gather their input.

98

98

ClientSuccess

FEBRUARY 8, 2023

Client Success selected these metrics with the customer top of mind – indicators of the human experience. NRR : net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue.

Net Promoter Score 75

Net Promoter Score Invoicing NPS B2B 75

Logicalware

AUGUST 16, 2023

In this blog post, we explore Agent and Admin Co-pilot and dive into how its potent AI capabilities can amplify agent productivity while driving down operational costs. Boosting bot admin productivity Knowledgebase administration can be a time-consuming process.

Artificial Intelligence 52

Artificial Intelligence AI Innovation Customer Satisfaction 52

Intercom, Inc.

APRIL 22, 2021

For those who don’t know him, Will has over 10 years of experience in the likes of Yahoo, Digg, Uber, and Stripe, and he’s currently the CTO of Calm , the mindfulness app that helps millions of people to lower their stress levels and sleep better. Brian: Great. Will: Yeah, that’s a great question.

Engineering 274

Engineering Start-ups Non-Profits Construction 274