CX Accelerator

MAY 28, 2019

On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. On a bad day, we are just trying to survive! Just like in school, the teacher can have great influence over a learner, but not near as much as the cumulative impact of the other students. That being said.it’s very, well, hard.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

Beyond Philosophy

NOVEMBER 8, 2019

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. We discussed in a recent podcast the psychology behind the stock market and what it means, as well as what we can learn from that and do differently.

Manufacturing 117

Manufacturing Agriculture Start-ups Customer Experience 117

Beyond Philosophy

DECEMBER 6, 2019

When you cut personnel or make changes to production to reduce your costs in the short term, there is a good chance that your Customer Experience will not be as good in the long-term. However, once the market reached its saturation point, the companies realized they were losing customers pretty fast (called churn).

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Beyond Philosophy

JANUARY 10, 2019

How your customer mentally budgets for your experience has a significant influence on how happy they are with it. Mental accounting is a powerful influence on your Customer Experience. If you enjoyed this post, you might be interested in the following blogs and podcasts: How Do Customers Decide If Their Experience is Good or Bad?

Customer Experience 127

Customer Experience Entertainment CX 127

UJET

NOVEMBER 18, 2019

Customer feedback, sentiment, profile data, and more that can be securely shared across an entire organization not only helps teams such as marketing, sales, and product make more strategic decisions, it elevates the importance and value of customer support as a whole. Customer Support isn’t a “good to have.”

Contact Center 78

Contact Center AI Machine Learning Actionable Insights 78

Callminer

MAY 11, 2020

Paige Arnof-Fenn is the founder & CEO of global marketing and branding firm, Mavens & Moguls , based in Cambridge, MA. Exceptional service means you leave with a good taste and feeling better than when you arrived. She’s passionate about all things related to marketing and sales, especially when it comes to online media.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Bill Quiseng

MARCH 7, 2016

In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media.

Social Media 123

Social Media Customer Service B2C Voice of the Employee 123

Beyond Philosophy

OCTOBER 24, 2016

The team then came up with a point system to rack and stack over 43,000 brands across 36 markets. It influences people’s perception of your actions, products or services. However, unlike the halos that angels wear, it can be good or bad. Pampers had 149.9 points vs. Tesla’s 116.79—which, Fascinating Insight!

Customer Loyalty 167

Customer Loyalty Customer Experience Innovation Customer Satisfaction 167

Beyond Philosophy

SEPTEMBER 8, 2015

First and foremost I was selected by LinkedIn as one of the world’s top 150 business influencers. I have been at it for years; maybe longer than content marketing has even been a thing. Don’t shy away from controversy – controversy can be good. Tip: Secrets are good, but revealed secrets are even better.

Social Media 92

Social Media Customer Experience CX 92

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Companies do marketing, sales and CRM – the customer does the experience! Read the full answers here below. Celebrate small successes and share stories.

CX 129

CX Customer Experience Education Machine Learning 129

Beyond Philosophy

JANUARY 23, 2019

My good lady wife is more risk-averse than me, it seems. However, it’s good that people do risk it still. A little risk is not bad, but if we’re too risky, that’s obviously a problem. Four Influences on Our Tolerance for Risk. Your job is to recognize what type of customer you have and market to their preferences.

Gambling 112

Gambling Start-ups Technology Technology 112

CallCare

NOVEMBER 23, 2021

This, in turn, results in lengthier call-handling times, a bad customer experience, and disgruntled agents. Consumers are more patient and forgiving when they have a pleasant experience, which starts with making them feel good about their interactions. They are less inclined to feel irritated when things do not go their way.

Artificial Intelligence 52

Artificial Intelligence Text Analytics AI Machine Learning 52

Aquire

JULY 6, 2021

Understanding that complexity is essential in planning your customer service and marketing strategies. Make sure you understand their level of influence on buying decisions, too. Many B2B touchpoints, for example websites, blog content, and organic search, are shared between B2B and B2C. Understand your customers’ goals.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Intercom, Inc.

MARCH 15, 2018

They’re the ones making sure your app is secure, that uptime looks good, and that the rest of your engineering org has the right tools to build features your users need and want. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog.

Engineering 214

Engineering Start-ups Innovation Outlook 214

CommBox

JANUARY 4, 2022

Customers happily stay loyal to brands who share their values, earn their trust, and prioritize good service, but also readily warn and complain to friends and family about brands that provide a poor experience. Of course, this will involve tons of market research and actually communicating with the consumers you want to target.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

Beyond Philosophy

AUGUST 15, 2019

Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, joins us to share his wisdom on the subject.

Net Promoter Score 125

Net Promoter Score VOC CX NPS 125

Intercom, Inc.

OCTOBER 1, 2020

Sales, marketing, finance, support, and R&D all use the roadmap for different thing. Sales want to sell it, marketing needs to plan for it, finance needs to model it, support needs to be able to explain it, and R&D needs to be excited about it. Des: That’s a good memory. Paul: 13th, yeah. Finding the time(line).

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

Sales, marketing, finance, support, and R&D all use the roadmap for different thing. Sales want to sell it, marketing needs to plan for it, finance needs to model it, support needs to be able to explain it, and R&D needs to be excited about it. Des: That’s a good memory. Paul: 13th, yeah. Finding the time(line).

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

AUGUST 15, 2019

And on a good day, 50% of those spec documents would get implemented – which meant that on a good day, 50% of my work got thrown away. On a bad day, a lot more of it got thrown away. This was about 12 years ago, and back then nobody had a good answer for how to do this. How well do you know that market?

Start-ups 179

Start-ups Innovation Engineering Retail 179

Beyond Philosophy

OCTOBER 25, 2019

They have designed the business model to influence the participants to behave in accord with this higher value proposition. They also do all the marketing for the hosts. “At the end of the day, it’s not that bad of a value proposition,” Dr. Michelli says of the arrangement with hosts.

Hospitality 104

Hospitality Hospitality Technology Technology 104

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Blake Morgan, Customer Experience Futurist, Keynote Speaker, Author @BlakeMichelleM | blog "The future of customer experience is around providing tailored and personalized customer experiences. Talk to your board.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Beyond Philosophy

NOVEMBER 4, 2014

The jam study took place in a gourmet market in California. The conclusion was that he thought that we should stop looking for the perfect selection and instead be happy with “good enough.”. But how do you get to good enough? These questions are good ones and perhaps best answered by the concept of “Choice Closures.”.

CEM 113

CEM Customer Loyalty Customer Experience Management Customer Experience 113

SurveySensum

JUNE 1, 2023

You need to know where you stand in the market , whether you are underperforming or merely meeting industry standards. In this blog, we discuss the importance of NPS benchmarking in retail, the factors affecting it, how to benchmark NPS in retail, and more. Calculate your NPS Score What is a Good NPS Score?

NPS 52

NPS Retail Net Promoter Score Customer Loyalty 52

CX Journey

SEPTEMBER 16, 2014

With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.), companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. The shadow is what we think of it; the tree is the real thing. Cost less (e.g.,

Customer Experience Management 65

Customer Experience Management CEM Customer Experience Social Media 65

Intercom, Inc.

MAY 3, 2018

But a lot of our merchants aren’t face-to-face with their buyers, or they have a sale that happens 30-90 days after they deliver a good or finish a service. To write something that explains the problem and is really concise is such a good forcing function to make you think about it and articulate it. Michelle: I find that, too.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

SugarCRM

JANUARY 13, 2022

Now, consider how you reacted to the bad experiences with other businesses. The same study found that providing good customer experiences impacts everything from repurchase rates to employee retention. Improved Marketing Efforts. Customer loyalty is the best marketing money can buy. Think about yourself as a customer.

Social Media 26

Social Media CX Customer Loyalty Engineering 26

Help Scout

APRIL 16, 2019

Many customers are left underwhelmed, with one study showing that 77% of customers reported a bad experience in the last year. But it’s better to be reliably competent, providing every customer with a good experience, every time, than to create just a few extraordinary experiences with the rest being subpar. The good news.

Customer Expectations 40

Customer Expectations Customer Service Technology Technology 40

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. Employee Engagement : I list this separately from "leadership" and from "people" because employee engagement is a two-way street that requires both to work together for the greater good. Processes : Kill the bad ones, and create new ones. Bad processes are often deal breakers.

CX 69

CX Start-ups Customer Experience Innovation 69

CX Journey

JANUARY 22, 2016

It was published on their blog on August 20, 2015. Additional, less familiar voices are those of the business (financial and operational data and metrics) and of the market (brand and competitive data). They may infuse some fresh thinking, and that's not a bad thing. How do you drive innovation within your organization?

Innovation 59

Innovation Start-ups Customer Experience 59

ProProfs

JULY 16, 2021

75% of consumers would stop doing business with a retailer if they encountered a bad experience such as poor customer service. In this blog post, I’ll be unboxing everything worth knowing about retail training programs. Here’s how it helps: A trained sales team is well-informed about your products and services and marketing strategies.

Retail 52

Retail Sales Start-ups Customer Service 52

Intercom, Inc.

JULY 13, 2018

You can spend months working on a great idea, pour tons of time and energy into crafting the perfect marketing, but without customers your business will cease to exist. There are over two million blog posts published each da y. Mobilize your influencers to drive customer acquisition. 1 influencer for a buyer was the accountant.

Customer Acquisition 156

Customer Acquisition Start-ups Sales 156

Intercom, Inc.

SEPTEMBER 22, 2022

But the fact is that a large portion of the employees – developers, marketers, product managers (whose work depends on an intimate understanding of the customer) – rarely, if ever, interact with them. And where we focus in that market is specifically on the US and Canada and data matching needs.

Start-ups 138

Start-ups Invoicing Education Sales 138

Intercom, Inc.

OCTOBER 15, 2020

Too often people come at sales from a marketing perspective. While marketing might get people in the door, sales need to show them around and make sure they stick around and get what they need. ” He just looked at me like, “That’s a really good question.” People keep talking about product market fit.

Sales 265

Sales Start-ups Engineering Education 265

Intercom, Inc.

SEPTEMBER 19, 2019

It continues to be a wild ride – but lots of good things. Because we were so persistent, and we were very much top-of-mind, and we were a very easy buyer to negotiate with, within a fairly short period of time we came up with a deal that was fantastic for us and still very good for the seller. Ciaran: The move from Close.io

Sales 184

Sales Sports Start-ups Gaming 184

ClientSuccess

JULY 9, 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. I love that; as our clients are successful, we’re successful.

Start-ups 40

Start-ups NPS Finance Technology 40

Intercom, Inc.

JULY 25, 2018

Your early hires will strongly influence the success of your company. If people aren’t signing up, if the marketing page isn’t working, if no one is sharing the product on Twitter, we just assume it will be fixed with a better product. If they don’t have good quick answers, they’ll have bad, long fights.

Start-ups 152

Start-ups Engineering 152

SurveySensum

DECEMBER 6, 2021

What is a Good Net Promoter Score? But is your NPS good or bad? What is a Good Net promoter score®. What is a good Net promoter score®? How to know if your NPS® score is good? Final verdict: What is a good Net promoter score®? What is a good Net promoter score®? Is your NPS score good or bad?

Net Promoter Score 52

Net Promoter Score NPS Social Media Customer Loyalty 52