Intercom, Inc.

APRIL 22, 2021

If you’re a senior engineer and want to further your career, what skills should you develop? In this episode of Inside Intercom, Brian Scanlan , our own Principal Systems Engineer, sat down with Will to talk about all things s taff engineer – what it is, how to get there, and what happens when you progress beyond a senior engineering role.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom, Inc.

OCTOBER 3, 2019

? ?. On this week’s show, we catch up with email marketing strategist, Val Geisler, as she walks us through some practical emailing tips, her process for onboarding, and why she likens career progression to a spiral staircase. You’ll head in the same direction but there are turns along the way. Specialize.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Beyond Philosophy

FEBRUARY 8, 2016

For me, the answer is fishing. For those of you that haven’t had the pleasure, consulting is a lot of inside work. You think about how to catch the fish. Plus, you must choose the right tools to use, meaning the size of the line, the size of hook, the type of bait, etc. Why fishing? But to each his own.

Social Media 101

Social Media Customer Experience CX 101

Beyond Philosophy

DECEMBER 6, 2019

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? When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule?

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Customer Service Life

NOVEMBER 5, 2018

I’m not crying, you’re crying (at work). Samantha (not her real name) sat across from me in our small contact center. I remember her scampering, post call, out of the office to catch her breath. I remember her scampering, post call, out of the office to catch her breath. Photo cred: Ban.do. Ask for help.

Contact Center 107

Contact Center Start-ups Customer Service 107

Totango

MAY 17, 2023

The idea that CS can own the entire customer journey is both unrealistic and outdated. In the first generation of customer success, CSMs became a catch-all for any activity requiring customer interaction. To me, this felt like a real disconnect. 31% of CS teams also reported spending up to half of their time with sales.

Sales 109

Sales Sports AI Touchpoint 109

Beyond Philosophy

DECEMBER 26, 2014

This time of year always has me thinking about the next one. Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Can you help us?”.

Net Promoter Score 167

Net Promoter Score NPS Customer Service CX 167

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. Let me coin the phrase for the first time, “Seat rage” (lol)! She would have told me, “Colin, you catch more flies with honey than vinegar.”

CEM 134

CEM Start-ups Customer Experience Customer Service 134

Beyond Philosophy

JUNE 1, 2018

Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Instead, you should figure out what substitute questions are they asking.

Engineering 122

Engineering Start-ups Customer Experience 122

Intercom, Inc.

NOVEMBER 6, 2018

After all, it doesn’t matter that you could close $50 million in revenue if you won’t close the $1 million required of you before the end of the quarter. That’s why sales velocity is such a powerful metric for sales reps like me. It enables me to forecast how much I’ll sell and how quickly I’ll sell it.

Sales 120

Sales Start-ups 120

Intercom, Inc.

JUNE 21, 2018

How can you capture, qualify and convert the right leads for your business while working within your means? If you enjoy the conversation, check out more episodes. You can subscribe on iTunes , stream on Spotify or grab the RSS feed in your player of choice. It’s great to have you. Short on time?

Sales 183

Sales Start-ups Finance Education 183

Intercom, Inc.

DECEMBER 19, 2018

We invested in more social and video content as well to connect with more of you. We hope you have enjoyed the material we have published this year and have found it enriching and informative. What can we do different and better in the year ahead? The best of the blog. Significant digits: 240 blog posts, 18 videos.

Engineering 150

Engineering Start-ups Gaming Sales 150

Beyond Philosophy

MAY 26, 2015

As it becomes more and more of a stretch for me to claim youth, I must admit I see the wisdom in Shaw’s words. When I was 22, I hated it when people said, “You need more experience for this role.” I guess you could see from my jacket and my hair style, in this picture above, to see that my decision making needed improving!

CEM 142

CEM Customer Experience Management Customer Experience 142

Beyond Philosophy

MAY 31, 2019

You can remember things as being better or worse than they are. Therefore, you must understand how memories work. If you don’t, you may be managing the wrong metrics in your Customer Experience. Also, you should ensure customers feel at these moments the emotion that delivers value for your organization.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Beyond Philosophy

APRIL 7, 2016

I appreciate this is a controversial title – but let me explain! You can see the whole chart here. The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. I have a theory, but bear with me; again it’s a bit controversial! Me: (Sigh).

Net Promoter Score 113

Net Promoter Score CX CEM Customer Satisfaction 113

Beyond Philosophy

JANUARY 23, 2015

My mum always told me, “You can catch more flies with honey than you can vinegar.” As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want.

CEM 126

CEM Customer Retention Customer Satisfaction Customer Loyalty 126

Beyond Philosophy

JUNE 18, 2015

As a fisherman (whenever I have time, which is woefully never in long supply), the new fishing lure is the representation of the fish I have yet to catch. That pun is tough to take, even for me!). No, he suggests that you get more happiness from experiences. You can really like your material stuff.

B2C 159

B2C B2B Customer Experience 159

Intercom, Inc.

MAY 3, 2018

How can we help our users complete their job-to-be-done cheaper, faster or easier? Finding those problems to solve, however, becomes increasingly difficult as you scale – where the volume of feedback, and noise level of the vocal minority, compounds by the day. If you enjoy the conversation check out more episodes.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Intercom

SEPTEMBER 28, 2023

How can we successfully integrate AI into our processes? How can we leverage AI in a way that boosts – not hinders – the customer experience? Their insights can help create a robust knowledge base and a more intuitive automation flow. If you enjoy our discussion, check out more episodes of our podcast.

AI 59

AI Start-ups Education Customer Service 59

Confirmit

FEBRUARY 18, 2019

On a recent business trip, after a long day, I decided to get a glass of wine to bring back to my room while catching up on emails. The good news is that the hotel had a store where you can purchase such essentials. To purchase any item from the store you must wait in line at the registration desk. It’s not.

Customer Service 40

Customer Service Voice of the Customer 40

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It’s cost-free, delightful and memorable.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

ClientSuccess

MAY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. How has it helped you? It also allows me to be accountable for my accounts at a deeper level than I perhaps do on a daily basis. Question 2.

Gaming 51

Gaming Start-ups Touchpoint 51

Beyond Philosophy

FEBRUARY 1, 2016

Do you nudge your customers? A nudge propels a customer toward the behavior you want – whether it’s purchasing a product, signing up for a subscription or making a repeat visit to a retailer. For example, at a restaurant the other night, a waitress came to my table and said, “Can I start you off with a glass of wine or an appetizer?”

Retail 112

Retail Manufacturing Start-ups Customer Experience 112

ClientSuccess

OCTOBER 26, 2020

This is a very common practice for new business teams focusing on new customer logos, but your customer success team can benefit just as much – if not more. It can also be a meeting with the next level where the regional or national sales manager meet with their front line sales. Before You Can Move Forward, You Must Look Back.

Sales 74

Sales Customer Relationship CRM Business Growth 74

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. Let me coin the phrase for the first time, “Seat rage” (lol)! She would have told me, “Colin, you catch more flies with honey than vinegar.”.

Start-ups 60

Start-ups Customer Experience Customer Service 60

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. Let me coin the phrase for the first time, “Seat rage” (lol)! She would have told me, “Colin, you catch more flies with honey than vinegar.”.

Start-ups 60

Start-ups Customer Experience Customer Service 60

Comm100

SEPTEMBER 14, 2015

If you work in customer service, then you know that words are incredibly powerful. According to psychologists Mark Waldman and Andrew Newberg, words are so powerful, in fact, that even just the sight of a negative word like “no” can release dozens of stress-producing hormones in your brain. Great to meet you, Y.

Customer Service 94

Customer Service 94

ProProfs

FEBRUARY 28, 2020

The starting point for this is a solid technology solution that can help you centrally manage all these activities. But there’s a catch. So how can you know which one is cut out for you? Don’t worry; this blog post will help you out in your quest for the best online course platform.

Education 82

Education Compliance Government Start-ups 82

Fonolo

AUGUST 28, 2018

Seriously though: If you slack off with your reading during the summer months, you’ll be too far behind in the autumn to ever catch up. Make sure you have already looked through the reports in our last report round-up post , too. Calling one axis “Completeness of Vision” always seemed a bit new-agey to me.

Contact Center 65

Contact Center E-commerce Omnichannel Hospitality 65

Beyond Philosophy

APRIL 7, 2016

I appreciate this is a controversial title – but let me explain! You can see the whole chart here. The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. I have a theory, but bear with me; again it’s a bit controversial! Me: (Sigh).

Net Promoter Score 60

Net Promoter Score CX CEM Customer Satisfaction 60

Help Scout

NOVEMBER 5, 2018

I realize this is a common word used in English to emphasize just how destructive a particular pattern or event can be. Thank you.”. Megan’s plea made me wonder how many times we’ve inadvertently used ableist terminology in our content. 12 Words You Need to Ban From Your Vocabulary to Be a Better Ally. She was right.

Legal 40

Legal Engineering Customer Experience 40

Qualtrics

MAY 20, 2019

One thing that attracted me to the field of software engineering, in general, is the boundless choice of what industry you can work in. Qualtrics completely redefined the meaning of both of those requirements for me. What surprised you most about working at Qualtrics? What made you want to get into engineering?

Engineering 37

Engineering Start-ups Touchpoint 37

ProProfs

SEPTEMBER 15, 2022

Such conflict can be with team members, higher-ups, or even customers. . Employees can develop conflict management skills to devise quicker conflict resolutions every time, turn disagreements into learning opportunities, and drive innovation focused on achieving business goals. . By conducting a conflict-style assessment, you can: .

Start-ups 52

Start-ups Innovation Social Media Customer Service 52

ProProfs

JULY 16, 2021

Did you know? They say knowledge is power, so training the employees in the basics and advanced knowledge of customer service is something that can go a long way towards making a difference between a sales graph crashing or going upwards with every quarter. Let me elaborate. you ensure active participation from employees.

Retail 52

Retail Sales Start-ups Customer Service 52

CX Journey

NOVEMBER 3, 2015

appeared on their blog on May 21, 2015. Is it just another piece of employee lingo or a catch phrase? Let me first define empowerment. You might be starting to get a glimpse into how and why empowerment and productivity are related. When you own a business, you put your heart and soul into it, into making it succeed.

Customer Experience 71

Customer Experience 71

Intercom, Inc.

DECEMBER 14, 2022

When it comes to podcasts, it’s better to start super specific and build a true fan base, knowing you can always expand later on. If you enjoy our discussion, check out more episodes of our podcast. You can follow on iTunes , Spotify , YouTube or grab the RSS feed in your player of choice. Delighted to have you.

Start-ups 129

Start-ups Social Media Retail Gaming 129

Callminer

MARCH 6, 2020

Excellent customer service managers can help their teams navigate challenging situations and resolve concerns for frustrated customers, as they’re often the first point of contact when a call is escalated. In other words, a manager can have a significant impact on the quality of customer service your organization delivers. peoplogica.

Customer Service 207

Customer Service Start-ups Education Gaming 207