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

Intercom, Inc.

JANUARY 14, 2021

When it comes to making something people want, Hubert Palan always does his homework. 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. The best way to know your customers is through feedback.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Beyond Philosophy

JANUARY 23, 2019

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. 1: Reference Points.

CX 144

CX Start-ups Customer Experience 144

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. When should you empower and coach your team vs give them specific instructions on what needs to be done? What does good, actionable feedback look like?

Engineering 118

Engineering Gaming 118

Intercom, Inc.

OCTOBER 3, 2019

Val has experience in a number of different sectors, having started out as a stage manager for operas before moving onto life as a virtual assistant and eventually setting up her own consultancy firm, Fix My Churn. You don’t immediately shove the main course in your guests’ faces. Your customers should know your employees by name.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. We discussed some of the psychological theories behind our need to placate uncertainty as customers in a recent podcast. One of the most worthwhile for us to talk about is Prospect Theory and its implications for customer behavior.

Customer Experience 127

Customer Experience Social Media CX Customer Loyalty 127

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In each episode of my podcast , I ask my guests, “What do you know now that you wish you knew then?” We’ve identified a couple of really specific customer experiences that are not great for customers.

CX 133

CX Customer Experience 133

Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. To extend that conversation, I hosted Rich on our podcast.

Engineering 192

Engineering Technology Technology Start-ups 192

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs. We had our 2020 plans.

Customer Journey Map 129

Customer Journey Map Start-ups Customer Retention Innovation 129

Intercom, Inc.

AUGUST 15, 2019

But if these design leaders can seize the opportunity of having a seat at the table, they can assemble an interdisciplinary team that solves real customer problems, proves their worth, and ultimately changes the future of the company and the products it delivers. Here are five quick takeaways: You must establish deep empathy for the customer.

Start-ups 179

Start-ups Innovation Engineering Retail 179

Intercom, Inc.

JUNE 21, 2018

How can you capture, qualify and convert the right leads for your business while working within your means? I hosted Max on our podcast, where he shares the strategies he’s used to grow Udemy and Sales Hacker, hiring tips for sales teams, and much more. If you enjoy the conversation, check out more episodes.

Sales 183

Sales Start-ups Finance Education 183

Intercom, Inc.

JUNE 26, 2019

Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team. Preparing your slides. Before you write your talk.

Education 215

Education Start-ups Engineering 215

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. Customers are looking more and more to their peers before considering a purchase.

B2B 118

B2B Education Start-ups Agriculture 118

Beyond Philosophy

MAY 25, 2018

Who on earth would want to deal with a new cable company or shop for insurance every year? The one or two-year subscription was actually cheaper, by month, than a three-year subscription! In one of our recent The Intuitive Customer podcast episodes, we talked about the nature of customer loyalty.

Sports 133

Sports Customer Loyalty Customer Experience 133

Intercom, Inc.

JULY 26, 2018

I hosted Josh on the podcast for a conversation that ranged from the benefits of launching as quickly as possible to the pros and cons of accepting funding series. If you enjoy the conversation, check out more episodes of our podcast. If you enjoy the conversation, check out more episodes of our podcast. Short on time?

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

Intercom, Inc.

MAY 8, 2019

By building a nimble, swashbuckling team that relishes tackling new challenges on the high seas of marketing. We specifically wanted to pick her brain all about customer acquisition : just how does HubSpot do it, and what marketing tactics do they deploy? What does this have to do with marketing?

Customer Acquisition 116

Customer Acquisition E-commerce Start-ups Gaming 116

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. And they are also building ‘Atlantis The Royal’ which will offer luxury homes with private beaches access and unparalleled views of the Dubai Skyline. am to 3.00

CX 109

CX Entertainment Sports Customer Feedback 109

Beyond Philosophy

NOVEMBER 8, 2019

It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. . We discussed in a recent podcast the psychology behind the stock market and what it means, as well as what we can learn from that and do differently. However, confidence is a feeling. Losing Confidence.

Manufacturing 117

Manufacturing Agriculture Start-ups Customer Experience 117

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Intercom, Inc.

MAY 3, 2018

She’s worked in product from early-stage startups all the way up to publicly traded companies like Rackspace and Square, a company with the sensitive task of handling customers’ money. You can subscribe on iTunes , stream on Spotify or grab the RSS feed in your player of choice. Short on time?

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? Lynn is the Chief Customer Officer of CX consultancy ClearAction. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues.

B2C 118

B2C B2B Social Media Start-ups 118

Intercom, Inc.

APRIL 18, 2019

For every Airbnb there’s a Segway or Google Glass, very fresh technology that never actually found a category to create. Prospective customers have to be educated. Anthony Kennada , the Chief Marketing Officer at Gainsight , has helped navigate these tricky waters and put the Customer Success category on the map.

Education 112

Education Start-ups Technology Technology 112

Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. Within a matter of months, AI has evolved from automating simple tasks like routing the right thing to the right person, to offering accurate, conversational responses upfront to a variety of customer queries.

AI 59

AI Start-ups Education Customer Service 59

Intercom, Inc.

AUGUST 15, 2018

I hosted Nick on the podcast, where we discussed the differences between management and leadership, fostering diversity in tech, and more. I hosted Nick on the podcast, where we discussed the differences between management and leadership, fostering diversity in tech, and more. Short on time?

Engineering 141

Engineering Gaming Start-ups Machine Learning 141

C3Centricity

OCTOBER 7, 2020

Ever wonder how to get more people talking about your business? Then when you have converted them into customers, continue to keep them satisfied and give them something to talk about by surprising them too. Yes, this means that you can actually create a strategy to generate positive word-of-mouth for your business.

NPS 77

NPS Net Promoter Score Social Media Start-ups 77

Customer Bliss

JUNE 16, 2016

I call my podcast The Human Duct Tape Show because that’s actually how I view CCO work — we’re the duct tape of organizations. The first step is actually around leadership development. Why is leadership development important for customer experience? The ball is your customer in this case.

Customer Experience 56

Customer Experience Customer Acquisition Finance Customer Retention 56

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”. Alexander M.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Zendesk

JUNE 15, 2021

You receive an email from Lowe’s claiming that a new LG model is a customer favorite. Probably your friends. As customers turn more toward their inner circles and fellow consumers for recommendations, it only makes sense that brands rely heavily on user-generated content, influencers, and customer advocacy.

Sales 64

Sales Net Promoter Score Social Media CRM 64

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support this past year.

Hospitality 71

Hospitality Hospitality Actionable Insights Artificial Intelligence 71

Customer Bliss

FEBRUARY 23, 2017

I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. Sometimes, though, a micro-case study in customer experience drops right into my lap. We use it on this blog and on my podcast too. I love that.

Social Media 40

Social Media CX Engineering Customer Experience 40

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”. Alexander M.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Intercom

MARCH 9, 2023

We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. Only by shipping new features quickly can we get proper feedback, learn from it, and iterate again and again to better serve our customers. We can’t say it caught us by surprise. Short on time?

Customer Service 64

Customer Service AI Machine Learning Technology 64

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview. About Mark.

Hospitality 0

Hospitality Hospitality Finance Innovation 0