Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Start-ups 103

Start-ups Social Media Engineering Education 103

Heart of the Customer

JANUARY 30, 2020

Today’s blog post features an interview of Jim Tincher completed by SurveySparrow, the maker of widely celebrated online survey software. They asked such great questions around Heart of the Customer’s origins, Jim’s involvement in the CXPA, and how to best use customer surveys, we felt like it had to be shared!

Customer Journey Map 88

Customer Journey Map Customer Survey CX Customer Experience 88

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time.

Start-ups 96

Start-ups Technology Technology 96

Zendesk

MAY 25, 2022

Susana de Sousa spent four years working on Airbnb’s Customer Experience. Putting the “customer” in customer experience, Annette Franz might be LinkedIn’s most-read CX writer. You’ll follow her for the short, simple intros to complicated concepts—but you’ll stay for the great podcasts, blogs, and books.

CX 98

CX Social Media Start-ups Sports 98

Provide Support

DECEMBER 23, 2021

The post 10 Tips to Help You Get Ready to Customer Service Job Interview appeared first on Provide Support Blog.

Customer Service 85

Customer Service 85

Intercom, Inc.

JUNE 22, 2018

Or, in Ruby: Using this method to find similar posts on this blog to “How the support team improves the product,” you’ll get the following top 10: How to launch with a validated idea. Know your customers and how they decide. An interview with Ryan Singer. An interview with Joshua Porter.

Machine Learning 223

Machine Learning Start-ups Customer Feedback 223

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Customer Feedback 102

Customer Feedback Net Promoter Score NPS Voice of the Customer 102

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Finance 92

Finance Customer Retention Sales Technology 92

Inside Customer Service

DECEMBER 2, 2021

Their enthusiasm made it far easier to connect with customers and assist them. You might find them in sales, marketing, customer service, operations, or even finance. In other words, brand evangelists love you so much that they create more customers by sharing your story. Now, imagine that customer is also an employee.

Retail 260

Retail Social Media Finance Sales 260

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

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. In retrospect, this was a wonderful CX lesson.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Social Media 91

Social Media Sales Start-ups Customer Relationship Management 91

Heart of the Customer

JANUARY 28, 2015

As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In addition to her blog, Annette and I volunteer together as CX Experts at the Customer Experience Professionals Association (CXPA). Customer Journey Map'

Customer Journey Map 141

Customer Journey Map CX Customer Experience 141

Inside Customer Service

MARCH 11, 2021

If you read this blog with any regularity, you know I often write about the importance of having a clear customer service vision. Voice of Customer The overall results for this category were relatively unchanged from 2015, and a high number of agents acknowledge their contact center collects customer feedback.

Contact Center 256

Contact Center Customer Feedback Gaming Customer Service 256

Customers That Stick

OCTOBER 2, 2014

Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. Kate, what was your first job and what did you learn about customer service in it? Dealing with the public is great training for customer service. It makes or breaks customer experience.

Government 152

Government Customer Service Customer Experience 152

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Customer Feedback 71

Customer Feedback Net Promoter Score NPS Voice of the Customer 71

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. An Interview with Dawn Varghese. Agara is an autonomous voice engine powered by Real-time Voice AI designed to handle customer support calls without any human intervention. First, Sign Up for the Webinar: November 19, 2020.

AI 78

AI Customer Service Engineering CX 78

Heart of the Customer

SEPTEMBER 30, 2015

Over the course of this blog I’ve interviewed a number of Customer Experience executives, working every day to improve their experience to increase loyalty. The post Aiming for the Hearts of their Customers: Interviews with CX Professionals appeared first on Heart of the Customer.

CX 108

CX Customer Experience 108

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs. What is empathy?

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Proven Methods for using Customer Feedback in Marketing 1.

Customer Feedback 94

Customer Feedback Gambling Social Media Start-ups 94

Provide Support

MARCH 11, 2020

Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations. Published in Provide Support Blog , 2020.

Customer Feedback 66

Customer Feedback Customer Satisfaction Customer Service Customer Survey 66

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one?

Finance 84

Finance B2B Education Sales 84

Steven Van Belleghem

FEBRUARY 24, 2021

Here’s for instance an interview with Marty Neumeier, an American author and speaker who’s specialized in the topics of brand, design, innovation, creativity and the brand gap (which is also the title of his book). Pat Flynn is a blogger and internet marketer most famous for his blog Smart Passive Income.

CX 98

CX Customer Experience Social Media Innovation 98

Heart of the Customer

MAY 9, 2019

The Heart of the Customer blog is a place where we share our insights on journey mapping, offer best practices based on our experiences, and share CX practitioner interviews – and we don’t normally place promotional items here. The post Two Days to Journey Mapping Mastery appeared first on Heart of the Customer.

CX 74

CX Customer Journey Map B2B Customer Satisfaction 74

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. With so many of us looking for positive outlets for our increased time at home at the moment, we hope these articles can be helpful again.

Engineering 181

Engineering Entertainment 181

Myra Golden Media

MARCH 6, 2019

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language. The CBS This Morning crew stopped the interview to give R.

Start-ups 94

Start-ups Customer Experience 94

Steven Van Belleghem

MARCH 23, 2022

More and more organizations are building their services around the customer, actually going to them. Peloton customers have a personal virtual trainer, a personal regime and they can work out together with others, all that from the comfort of their own home. Health services to the home. Today, we’re entering a new phase.

Retail 120

Retail Healthcare Start-ups CX 120

Beyond Philosophy

FEBRUARY 10, 2015

When you start a job interview one of the first things you will do is shake your prospective employer’s hand. Handshakes are a form of body language, and body language is an important part of the interview, too. Body language is something we talk a lot with our clients about when we consult them on Customer Experience.

Mystery Shopping 135

Mystery Shopping Retail Customer Experience 135

Customer Bliss

AUGUST 28, 2020

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. 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.

Customer Journey Map 129

Customer Journey Map Start-ups Customer Retention Innovation 129

Shep Hyken

MAY 10, 2022

How to Use TikTok for Marketing and Customer Service. Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! They discuss how businesses can use TikTok to promote their brand and enhance customer experience. Repurpose content.

Social Media 85

Social Media B2B Customer Service Customer Experience 85

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

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. Old communication tools, like email and forms, simply don’t match the ways modern customers want to talk, connect, and receive help.

Gambling 211

Gambling B2B Education Business Growth 211

Customer Service Life

JULY 8, 2019

This article was originally published on the ICMI blog on May 13, 2019. And this was after sifting through a hundred resumes, conducting twenty or so phone screens, and bringing ten or fifteen of them into the office for interviews. We questioned for both skills and customer focus in our prescreen questionnaire. I’m leaving.”

Contact Center 72

Contact Center Customer Service 72

Inside Customer Service

APRIL 8, 2021

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. We're working on ways to Wow our customers." What is a customer service wow? Here are three of the most common.

Sports 182

Sports Contact Center Customer Service Retail 182

VOZIQ

AUGUST 13, 2023

Customer-obsessed businesses have one focus, a happy customer, and we have some books that show how much-satisfied customers contribute to the company’s overall growth. Here’s our pick of the quarter; let’s begin with an insightful book that delved deep into customer research.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Customer Bliss

AUGUST 30, 2021

“It occurred to me that I had never thanked the parents of my executives for the gift of their child to PepsiCo,” she recounted in an interview. Our humanity—our “humanness”—now more than ever, needs to show through in how we do business with customers and each other. Customers need a healthy dose of both.

Start-ups 124

Start-ups CX Technology Technology 124

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. I interviewed Ciaran, and I interviewed Darragh, our VP of Engineering.

Engineering 192

Engineering Technology Technology Start-ups 192