Intercom, Inc.

AUGUST 18, 2022

There’s project management, mentorship and teaching, decision-making, relationship-building, and the value you bring to the company is no longer measured by the quality of the lines of your code but rather by driving the engineering org forward. Sarah: I don’t have a classic path to tech. Then, I moved to the startup world.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. Motivational quotes on customer service.

Customer Service 80

Customer Service Artificial Intelligence Start-ups Education 80

Fonolo

DECEMBER 6, 2022

As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . Enhancing customer satisfaction and sales .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. What does a customer service culture look like?

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. The books are not in order of preference; all are very good. Here is the link.

CX 52

CX Social Media Sports Customer Service 52

Beyond Philosophy

NOVEMBER 3, 2015

My career was plateauing. His style of management was inclusive, but also you knew who was boss. He moved me from Marketing to Customer Service, which was quite a surprise for people. This position, incidentally, set me on the path to Customer Experience. Who in your career has made the greatest impact?

Start-ups 154

Start-ups Customer Experience CX Customer Service 154

Execs In The Know

APRIL 8, 2022

This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). Synopsis: Beginning in 2014, Todd Montgomery and team began a journey of robust transformation.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

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. Your customers should know your employees by name. Short on time? Specialize.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

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. But no matter how isolating a management position can feel, you’re not going through it alone. Her latest book, Resilient Management , was born out of that.

Engineering 118

Engineering Gaming 118

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. Being on the CSM frontline allows us to directly influence the success of our clients. Dedicated “Frontline” Segment.

Gaming 51

Gaming Start-ups Touchpoint 51

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

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . A Top Customer Success Hack: Driving Up Activation Rates ASAP.

Healthcare 52

Healthcare Sales Start-ups Customer Experience 52

ClientSuccess

MARCH 13, 2020

This post is a change from our normal content on customer success best practices. Like many of you, our original plan was to spend this week hanging out with other customer success, SaaS, and cloud folks at the SaaStr Annual conference. . A Top Customer Success Hack: Driving Up Activation Rates ASAP.

Healthcare 52

Healthcare Sales Start-ups Customer Experience 52

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

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Journey Map 112

Customer Journey Map Touchpoint Start-ups Engineering 112

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. Why did you choose Customer Success and what was your background?

Education 59

Education Start-ups Customer Relationship NPS 59

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. Great support is key for retention.

B2C 118

B2C B2B Social Media Start-ups 118

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents.

Contact Center 126

Contact Center Technology Technology Start-ups 126

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. When you picture customer service training, what key elements come to mind? At some point, if you haven’t already, you’ll likely consider a Learning Management System (LMS) to aid in both new hiring training and ongoing training for your existing staff.

Contact Center 79

Contact Center Non-Profits Education Healthcare 79

Beyond Philosophy

NOVEMBER 20, 2015

I had just finished a big project on improving our Customer Experience (in the year 2000), before the words Customer Experience were even a term. I had the idea of a second career. A second journey to establish a consulting company based on Customer Experience. I was a success. I was scared. I had three kids.

Start-ups 137

Start-ups Customer Experience CX 137

Callminer

SEPTEMBER 5, 2017

Ensuring all agents gather and deliver 100% accurate information to consumers is a top priority for any QA manager, and something they must take incredibly seriously. Basically, the problem is that organizations will likely lose their most qualified people, because call centers are flat structures with no possible career path.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

ClientSuccess

JUNE 26, 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. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Company : Lucid Software.

Sales 40

Sales Start-ups Touchpoint 40

Customer Service Life

AUGUST 27, 2018

This article was originally published on the ICMI blog on June 13, 2018. It’s the lifeblood of continuous improvement and great customer service. Joe Ortega, Program Manager, believes that coaching sessions are never just about the coaching. Click here to read the original. Here are the top five. Make a Connection.

Contact Center 80

Contact Center Customer Service Customer Experience 80

Intercom

FEBRUARY 1, 2022

With a new bar set for what is achievable digitally, customer expectations have grown in correlation – particularly when it comes to support, its availability, and the quality of the customer experience. . In fact, 80% of customers are more likely to do business with a company that offers personalized experiences. .

Start-ups 59

Start-ups Customer Expectations Customer Feedback Customer Experience 59

Help Scout

JANUARY 27, 2019

Every day the Help Scout Customers Team delivers friendly, helpful support via email, chat, and social channels on all manner of topics from features and functionality to billing, onboarding, and integrations. Keeping them engaged and satisfied in their roles means giving them plenty of opportunities to progress in their careers.

Customer Service 40

Customer Service Engineering Education Social Media 40

ClearAction

NOVEMBER 26, 2017

Customer-centricity. Mobilizing behind the customer requires cross-functional alignment & collaboration. Marketing Operations tracks leading indicators to manage turbulence. Superior customer experience. Marketing Operations delivers budget management discipline. Risk/contingency management.

Non-Profits 70

Non-Profits Compliance Innovation Technology 70

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Journey Map 86

Customer Journey Map Touchpoint Start-ups Engineering 86

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

CSAT.AI

JULY 24, 2019

If you’re in pain you’re not staying to answer customer service queries. When agents engage in activities that build trust in each other and their management team their work and loyalty are elevated. Sometimes they are even yelled at or verbally abused by customers. Flat career paths are a hard sell.

Contact Center 59

Contact Center Sentiment Analysis AI Sales 59

Execs In The Know

MAY 10, 2021

They are often the face of the company, shaping customer perception from even one interaction. This can also lead to an even greater disconnect between agents, their peers, their managers, and senior leadership. Both monthly (or quarterly) “town halls” with senior leaders and weekly meetings with direct managers are key.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

CX Journey

JUNE 23, 2015

It appeared on their blog on January 22, 2015. Fact: The employee experience drives the customer experience. Why is the customer experience so bad? Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience.

Business Growth 81

Business Growth Start-ups Innovation Customer Experience 81

ClientSuccess

SEPTEMBER 18, 2018

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. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Company : Tinyclues. Question 1.

E-commerce 40

E-commerce CRM Start-ups Innovation 40

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. Then say it. Then say it.

Customer Experience 78

Customer Experience Voice of the Customer Customer Journey Map Sports 78

ClientSuccess

APRIL 11, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

Start-ups 40

Start-ups Innovation Customer Experience 40

ClientSuccess

OCTOBER 10, 2018

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. Being on the CSM frontline allows us to directly influence the success of our clients. Mentor Questions. Let’s get started!

Start-ups 70

Start-ups Customer Relationship Management Business Consulting Engineering 70

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. We didn’t use any special tool.

Customer Journey Map 62

Customer Journey Map Touchpoint Start-ups Engineering 62

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