Intercom, Inc.

APRIL 6, 2020

Over the coming weeks, I, along with others on the team, will be selecting and sharing articles from the Inside Intercom archives that have proven helpful to our customers and visitors in the past. An early lightbulb moment for me personally when I moved to Intercom from a 150-year-old media company was the importance placed on team values.

Engineering 181

Engineering Entertainment 181

CX Accelerator

MARCH 14, 2019

Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. How can we build even stronger teams capable of overcoming the barriers that have beaten us in the past?

Customer Experience 369

Customer Experience CX Education Customer Experience Management 369

Beyond Philosophy

OCTOBER 2, 2017

Emotions are irrational, however, and inspire irrational behavior. When you accept this idea, you can design your experience to evoke customer emotions that drive that irrational behavior into what is valuable for your organization’s bottom line. Without their knowledge, hidden influences produce emotions that encourage behavior.

Customer Experience 229

Customer Experience Customer Loyalty CX Customer Survey 229

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Business Growth 102

Business Growth Customer Journey Map Gaming Sales 102

Intercom, Inc.

DECEMBER 1, 2021

As a sales manager, the most impactful thing you can do is coach your team. Study any sales coaching blog, podcast, or book and you’ll find plenty of advice on the best ways to coach your sales reps: join their calls, listen to recordings, apply a framework … the list goes on. Why are emails crucial to closing the deal?

Sales 118

Sales CRM Construction Start-ups 118

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” I rode that high horse for a long time — even marking team members down on their quality evaluations for failing to end calls with that simple question.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. They are approached for a conversation related to their behavior. Marc Prosser.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Intercom, Inc.

DECEMBER 21, 2020

Against that backdrop, the Content team here at Intercom continued to write our story, but in the context of this overwhelming time, that story was inevitably different. It was a year of significant change here too – Karen Peacock became our CEO as co-founder Eoghan McCabe moved into a new role as Chairman.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Beyond Philosophy

NOVEMBER 9, 2016

The emotional, irrational side of a Customer Experience is important for every member of your team to believe, from top to bottom. This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. But don’t forget to convince the rest of the team, too. Incent the behavior you want.

Education 165

Education Customer Experience 165

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. Enhance customer service training – Empathy Training: Incorporating empathy training for your customer service team is vital to increasing CSAT.

Customer Satisfaction 93

Customer Satisfaction CRM Actionable Insights Social Media 93

CX Accelerator

FEBRUARY 3, 2018

This post will introduce you to the basics of DiSC theory; explore how it enhances communication skill for agents, as well as recommending next steps to start using DiSC with your team. The DiSC Model of Behavior was first introduced by Dr. William Moulton Marston in 1928 (yes, the same guy who created the “Wonder Woman” comics).

Customer Service 140

Customer Service Sports Construction Compliance 140

Totango

JULY 5, 2022

Your customer success team, as well as other customer-facing departments, should have access to a live 360-degree view of your customer base and your customers’ health at all times. Changes to key stakeholders at the organization. Low Net Promoter Score (NPS). Low usage rates. Increase in support tickets. Engage Your Customers.

Net Promoter Score 100

Net Promoter Score Start-ups NPS Customer Relationship 100

Beyond Philosophy

JUNE 13, 2019

What we’re talking about here is human behavior. Whether it’s customer human behavior or whether it’s employee human behavior, the same principles apply. The answers to these questions often get the team on the same page. Build a coalition of individuals that agree the change is the right thing to do.

Customer Experience 165

Customer Experience Start-ups Government CX 165

Intercom, Inc.

APRIL 4, 2022

Within four years there, we grew from 10 to 100 people and I progressed from being an intern to leading the Engineering team. That cushion was so important as I adjusted to the huge change of relocating from India, and gaining context about Intercom and its product. . “I For my first year, I worked with the Billing team.

Engineering 118

Engineering Start-ups Technology Technology 118

Execs In The Know

MAY 18, 2021

In this blog post, we touch on the key insights from each of these four panels. No doubt, industry research can be a key piece of the puzzle when building the case for a new initiative, a critical process change, or the development of a strategic roadmap. Stella Connect by Medallia , TELUS International , and Concentrix.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Callminer

APRIL 21, 2020

Build a diverse team. If you are looking for team members who are all the same, then the company won’t grow. Sometimes the DevOps team will have a great idea for the graphic design team – you never know. Your team has to know you as a person, not just a supervisor. Embrace failure. Failure is inevitable.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

SurveySensum

JANUARY 5, 2024

A fitness app team was analyzing its user interactions. Well, this blog talks about the five efficient strategies that transform your knowledge base into a powerful tool for understanding your customers better. Here’s how you can track your users’ behavior: 1. Let’s dive in!

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

Execs In The Know

APRIL 8, 2024

After all, in an era where unpredictability reigns supreme – particularly for customer experience (CX) leaders – the relentless pursuit of change can be exhausting and disorienting. For this blog, I wanted to share a few key takeaways from the Shop Talk, including some pretty telling insights from those who came to participate.

CX 52

CX CX Transformation Technology Technology 52

Beyond Philosophy

MAY 14, 2020

His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. Most people think of it as convincing somebody or changing somebody’s thinking, which he says is an excellent start to the definition. If you ask ten people to explain it, you will get ten different answers.

Start-ups 167

Start-ups Legal Sales Business Growth 167

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. While that makes an interesting story, it isn’t the typical result of making a small change.

Customer Experience 88

Customer Experience Management Consulting CX 88

Totango

AUGUST 25, 2022

Most customers start off as short-term pilots by one team in an organization. Perhaps their team is trying out your product to see if it fits their needs. As Skok describes in his post , times have changed with a much higher percentage of business transactions transpiring online and much less live interaction.

Net Promoter Score 99

Net Promoter Score Customer Acquisition NPS Customer Journey Map 99

Beyond Philosophy

JANUARY 2, 2019

Having been in the industry since the beginning, I have seen many changes and in my opinion. Not only do they not get it, but also they don’t want to try it because the changes feel uncomfortable and challenge the status quo. Customer Experience teams are not effective due to many factors. Change is hard; people will resist it.

Net Promoter Score 156

Net Promoter Score Customer Experience CX Hospitality 156

Steven Van Belleghem

JUNE 6, 2023

In spite of some erratic behavior these days at Twitter, he used to be well known for seeking constructive criticism. It needs to be a specific, value creating type of listening, what Otto Scharmer – known for his Theory U change management method – calls ‘generative listening’. Elon Musk perfectly understands this.

Construction 62

Construction Engineering Retail CX 62

CSAT.AI

MAY 24, 2022

Updated May 2022 Following our previous blogs which cover agent abuse is the question of banning bad customers. It’s even more significant after the pandemic brought out incredible behavior from customers. Quality assurance teams score your agents. We love change as long as it’s coming from us.

Customer Service 85

Customer Service CX Customer Satisfaction 85

Beyond Philosophy

AUGUST 31, 2016

The emotional, irrational side of a Customer Experience is important for every member of your team to believe, from top to bottom. This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. But don’t forget to convince the rest of the team, too. Incent the behavior you want.

CX 111

CX Education Customer Experience 111

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. Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. Meeting your team.

Engineering 118

Engineering Gaming 118

Help Scout

APRIL 29, 2021

It develops organically in response to the decisions, behaviors, and policies of the people in the business. A good customer service team can still skillfully help a lot of customers over long periods of time without working in a strong customer service culture. If it isn’t, it will quietly slip down the priority list for your team.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Beyond Philosophy

SEPTEMBER 19, 2014

Stories can literally change the brain’s chemistry. If you want a customer to use a more efficient channel for billing, share a story about how adopting this behavior helped another customer have a better experience. Stories work internally on your executive team as well. Change is hard for anybody.

CEM 118

CEM Customer Experience 118

ECXO

MAY 16, 2024

This blog post will explore the essence of customer-centric leadership and key factors that form the basis of a successful customer-focused organization. This communication is crucial for engaging the whole team to act on customer insights and implement actions quickly.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Totango

AUGUST 8, 2021

In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations. Create a Cross-Functional Customer Journey Team.

NPS 118

NPS Customer Experience 118

Comm100

JUNE 15, 2022

For your CX program to be successful, the goals and KPIs need to be adapted constantly to keep up with changing trends, new processes, and the evolution of consumer habits. of the changes you propose. Push for change actively. If your CX program is to be successful, you must be at the forefront of it and actively driving change.

Net Promoter Score 89

Net Promoter Score Customer Experience Customer Journey Map NPS 89

Totango

JUNE 26, 2020

Now is the time to lean on your Customer Success team. Times of economic volatility can make customer behavior unpredictable. Now, more than ever, you need real-time customer data in order to identify trends in behavior and make data-driven decisions. However, there are ways to reduce COVID-19’s effect on customer churn.

Customer Retention 94

Customer Retention Manufacturing Finance Touchpoint 94

Beyond Philosophy

AUGUST 1, 2019

The theories we talk about in behavioral economics that people are so excited about now are 50 to 60 years old at this point. In our most recent episode of our podcast, we talked about how you get the frontline teams to embrace the philosophy behind your Customer Experience program and deliver it. The Reasons Behind Our Reasoning.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

Beyond Philosophy

NOVEMBER 11, 2014

This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences. Everyone from the CEO to team members can use it.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Beyond Philosophy

MARCH 28, 2019

We also enjoy risky behavior, like gambling, smoking, or playing fast and loose with food expiration dates. I support a team called the Luton Town Football Club. You can’t rule the world or change human nature, but you can deal with it and use models of thinking that manage uncertainty. The answer is harder. 38 seconds.

Gambling 143

Gambling Start-ups Education Customer Experience 143