Intercom, Inc.

APRIL 6, 2020

So while Inside Intercom built its reputation as a source of advice on building great products, some of the most impactful lessons that have remained with me from helping colleagues publish their insights on this blog are all about people rather than product.

Engineering 181

Engineering Entertainment 181

Fonolo

MAY 23, 2023

This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. The solutions are all based on a customer’s specific preferences, behaviors, and needs. And they’ll reward businesses who invest in hyper-personalized service with their loyalty.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Execs In The Know

MAY 18, 2021

In this blog post, we touch on the key insights from each of these four panels. Understand Consumer Behavior — Some of the most valuable research (and hard to get at) reveals something about consumer behavior, especially changing behavior. Stella Connect by Medallia , TELUS International , and Concentrix.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Totango

JULY 29, 2022

For example, a workflow template automatically triggers when an account has consumed 95% or more of their purchased licenses, notifying the account’s CSM of a potential upsell opportunity. Accounts with 95%+ licenses consumed. Some of the metrics tracked in this Scorecard include: Accounts with 95%+ license utilization.

Scorecard 111

Scorecard Start-ups Customer Experience 111

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Social Media 92

Social Media Engineering Sales CX 92

Win the Customer

JUNE 13, 2023

In the dynamic landscape of consumer behavior, businesses are constantly seeking innovative ways to enhance customer experience. In this blog post, we’ll explore how embracing the Bandwagon Effect can lead to a more enriching customer experience. One often overlooked yet potent force is the Bandwagon Effect.

Customer Experience 52

Customer Experience Social Media Innovation Customer Loyalty 52

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Their primary goal in the marketing campaign is to convey this to consumers. What they have discovered that this isn’t an easy task.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Beyond Philosophy

MARCH 12, 2015

When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. What do I mean by irrational behavior? Observing human behavior is much more fascinating, endearing, and even alarming. It happens, though, every day.

CEM 166

CEM Customer Experience Management Retail Customer Retention 166

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support. 54% of U.S. 82% of U.S.

Customer Experience 103

Customer Experience E-commerce Technology Technology 103

Customer Bliss

APRIL 10, 2020

It is part of what I think will really indicate for us, as consumers, for the healthcare community, and for your employees the fact that you are really recognizing and understanding what’s important. subscribe to my blog below or follow me on LinkedIn. Understand Needs, Determine Priorities, and Shift.

Healthcare 124

Healthcare CX 124

VOZIQ

JUNE 7, 2023

This month’s edition of best of the Internet will feature a blog from the best in businesses, with insights into exploring generative AI value chains and strategies for making informed decisions. Let’s start with an insightful blog from Mckinsey. Consumers’ views on the economy are diverging—and their behaviors are, too.

AI 40

AI Start-ups Innovation Technology 40

VOZIQ

JUNE 7, 2023

This month’s edition of best of the Internet will feature a blog from the best in businesses, with insights into exploring generative AI value chains and strategies for making informed decisions. Let’s start with an insightful blog from Mckinsey. Consumers’ views on the economy are diverging—and their behaviors are, too.

AI 40

AI Start-ups Innovation Technology 40

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. Customer loyalty behavior is a paramount enterprise goal.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

Execs In The Know

APRIL 13, 2023

In this blog post, we’ll take a closer look at what exactly friendly fraud is, how it happens, and why you should be especially aware of it as a CX leader in today’s digital world. Implement two-factor authentication to add an extra layer of security to your transactions.

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

Beyond Philosophy

JANUARY 12, 2015

The consumer now has access to both formal and informal (online and offline word of mouth and other socially-based) information; and consumers are actively generating their own content; and this shift in decision-making control has forced concomitant change among corporations and researchers.

Customer Experience 122

Customer Experience Text Analytics Customer Loyalty Customer Experience Management 122

Beyond Philosophy

FEBRUARY 3, 2015

Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right. Zhecho Dobrev, one of our consultants published his musings on this concept. They don’t. 4 September 2014. <

CEM 121

CEM Retail Customer Retention Customer Satisfaction 121

Lumoa

SEPTEMBER 30, 2022

Consumers have wholeheartedly embraced the transition to digital banks. The fact that consumers have a wider range of alternatives (and are willing to exercise them) means that the relationship between banks and their customers has become more vulnerable than ever before. Modern consumers are also extremely self-sufficient.

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Comm100

SEPTEMBER 26, 2023

71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. 76% get frustrated when this doesn’t happen.

Sentiment Analysis 69

Sentiment Analysis Omnichannel AI Customer Service 69

VOZIQ

SEPTEMBER 1, 2022

3 out of 4 members of top-performing loyalty programs changed their behavior to generate more value for businesses. Get a close look at the intricate aspects of winning customer loyalty with statistics to prove in the blog. We hope these blogs open doors to your questions with answers regarding customer loyalty.

Sentiment Analysis 40

Sentiment Analysis Customer Loyalty AI Customer Relationship 40

VOZIQ

SEPTEMBER 1, 2022

3 out of 4 members of top-performing loyalty programs changed their behavior to generate more value for businesses. Get a close look at the intricate aspects of winning customer loyalty with statistics to prove in the blog. We hope these blogs open doors to your questions with answers regarding customer loyalty.

Sentiment Analysis 40

Sentiment Analysis Customer Loyalty AI Customer Relationship 40

Beyond Philosophy

FEBRUARY 8, 2018

In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers. Feelings are also a considerable influence on our behavior. For instance, have you ever….

Construction 135

Construction Customer Experience CX Sales 135

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support. 54% of U.S. 82% of U.S.

Customer Experience 86

Customer Experience E-commerce Technology Technology 86

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. Consumers and the companies which serve them are no longer content with slow, inconvenient technology and mediocre online support. 54% of U.S. 82% of U.S.

Customer Experience 83

Customer Experience E-commerce Technology Technology 83

CSAT.AI

MARCH 15, 2023

As such, it’s important to understand the buying behavior of this generation and how to reach them. In this blog post, we will discuss what makes Generation X customers different and why they are so important for businesses (with a musical soundtrack to guide the way to the MTV generation!). They’ll call if they have to.

Sentiment Analysis 99

Sentiment Analysis Gaming Technology Technology 99

Bill Quiseng

JULY 18, 2017

At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers. However after having two years of customer service practitioner experience under my belt I realized I preferred customer experience which included more branding, consumer behavior and more. Now I get it.

Customer Experience 318

Customer Experience Contact Center Education Healthcare 318

Beyond Philosophy

FEBRUARY 24, 2015

As Professor Ryan Hamilton will be going though is our upcoming training event, “ Examining Consumer Psychology: How to Influence Customer Decisions ,” these types of theories and their implications can have a profound influence on consumer behavior. Please click here to learn more. An Inside Look at the Casino Experience.

CEM 122

CEM Social Media Customer Experience Management Sports 122

Beyond Philosophy

FEBRUARY 3, 2015

It occurs in the personal emotional and subconscious distillation of that experience in forming the customer’s behavior. As behavioral scientists report with frequency, workings of the subconscious mind , and understanding it, is the key to identifying the driving force behind actions.

Retail 153

Retail Government Touchpoint Technology 153

Fonolo

AUGUST 18, 2020

In this article, we’ll explore how you can measure consumer perceptions with both methods, as well as how to use behavioral data to help you form better questions. This kind of data is invaluable when creating a consumer-centric business. Your contact center is a gold mine of behavioral data about your customers.

Social Media 75

Social Media Net Promoter Score Contact Center Customer Satisfaction 75

Beyond Philosophy

JUNE 20, 2015

This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) As a result, the new bonding behavior research framework helped classify customers into four behavioral segments, ranging from highly bonded/positive to disaffected/negative.

B2C 102

B2C B2B Entertainment Customer Acquisition 102

Fonolo

AUGUST 11, 2020

The biggest influence on consumer perceptions is their experience with your company. Price is, of course, key in consumer decision-making but is not as important as you may think. The same goes for the content that people see about your brand on blogs and social media. Demographics also play a big part in customer behavior.

Social Media 87

Social Media Sports Sales CX 87

Beyond Philosophy

NOVEMBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: Are you Deliberate With Your Customer Strategy or Just Taking a Chance? Furthermore, your organization’s business goals are met—and exceeded! So I ask you… whose expectations are at the center of your Customer Experience Design today?

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Beyond Philosophy

NOVEMBER 6, 2014

Customer Segmentation is a process where you define different types of customers by their behavior and emotions. If you enjoyed this post, you might be interested in the following blogs: What We Can Learn from Google’s Empowered Culture. What’s your Customer Strategy for your Customer Experience? Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score CEM Social Media Retail 163

Intercom

DECEMBER 19, 2023

” The message behind this blog post and video comes at the perfect time for support reps who may be feeling a little apprehensive about what their future roles will look like. This blog post dives into the new approach we devised at Intercom to re-identify our PMF. Zara Burke , Principal Editor Bots ? and brains ?:

AI 96

AI Engineering Sports Customer Service 96

Aquire

SEPTEMBER 24, 2021

More and more companies are discovering how AI can improve customer experience and meet the demands of modern consumers. . Some familiar examples of AI in action are conversational chatbots and product recommendations based on customer behavior data. AI can analyze data and extract customer behavioral patterns in the blink of an eye.

AI 59

AI Artificial Intelligence Customer Experience Machine Learning 59

ECXO

MARCH 24, 2024

By analyzing customer data and behavior patterns, AI algorithms can create customized experiences that cater to the unique needs and preferences of each customer. This acknowledgment can range from addressing the customer by their name in an email to tailoring product recommendations based on their previous purchasing behavior.

AI 52

AI Customer Experience Social Media Machine Learning 52

VOZIQ

APRIL 11, 2023

55% of consumers are willing to pay more for a better experience and 96% will leave a business for bad service. Risk-Based Segmentation Monitoring customer health means getting a 360-degree view of customer behavior. Proactive Approach Keeping an eye out on customer behavior and concerns pays. How do we reduce churn?

Customer Retention 40

Customer Retention Sentiment Analysis ML Contact Center 40

VOZIQ

APRIL 11, 2023

55% of consumers are willing to pay more for a better experience and 96% will leave a business for bad service. Risk-Based Segmentation Monitoring customer health means getting a 360-degree view of customer behavior. Proactive Approach Keeping an eye out on customer behavior and concerns pays. How do we reduce churn?

Customer Retention 52

Customer Retention Sentiment Analysis ML Contact Center 52