CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do ?”. “Oh,

CX 182

CX Education Social Media Government 182

Callminer

APRIL 21, 2020

Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Intercom, Inc.

NOVEMBER 4, 2021

You wouldn’t expect to find a Brand Studio at every tech startup, but then again, we’ve always enjoyed doing things a little bit differently. If your brand is how your company presents itself to the world, Creative Director Scott Smith recently wrote , as the business takes off, the brand will inevitably need to mature as well.

Start-ups 222

Start-ups B2B Customer Service 222

Intercom, Inc.

OCTOBER 5, 2022

Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. But no matter how isolating a management position can feel, you’re not going through it alone. How can you build the resiliency needed to succeed at the job? What does good, actionable feedback look like?

Engineering 118

Engineering Gaming 118

Callminer

MAY 11, 2020

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. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”. Becky Beach.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. Unwritten Rules of Customer Service. On March 16, I joined the Engati podcast to talk about all things customer service and customer experience. Advice for New Customer Service Leaders.

CX 83

CX Contact Center B2B Customer Service 83

Zonka Feedback

OCTOBER 1, 2022

There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market. With the constantly evolving needs of the users, product developers have to keep their products improving and updating to make the users’ lives easier.

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. They are often the face of the company, shaping customer perception from even one interaction. Working from home has been positive for some agents and difficult for others.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Intercom, Inc.

JANUARY 16, 2020

In our discussion we unpack what this means for them as a company and for their customers. In our discussion we unpack what this means for them as a company and for their customers. Andrey explains why embracing the professional services sector in a unique way has paid dividends. Short on time?

Start-ups 249

Start-ups Engineering Sales Innovation 249

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. In this holiday season, we’re reminded to ponder the good, express and celebrate thankfulness, and give gifts to convey appreciation for our relationships. It encourages balance of energy and investment in proactively retaining and acquiring customers.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

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. Prior to Intercom I spent about 10 years working for big tech companies.

Engineering 192

Engineering Technology Technology Start-ups 192

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite. Be mindful of integrations.

Contact Center 140

Contact Center VOC Social Media AI 140

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. Happily, you go ahead and make the purchase! That’s the power of good customer service!

Customer Service 52

Customer Service E-commerce AI Customer Satisfaction 52

Zendesk

JANUARY 18, 2022

Most businesses strategize sales through the eyes of the customer. What do customers want? How do we make customers happy? These are all worthwhile questions—and the customer is certainly important—but no company can help their customers if they have internal issues in serious need of fixing.

Finance 52

Finance Sales Non-Profits CRM 52

SurveySensum

FEBRUARY 6, 2024

But fret not; there is one thing you can do! Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Happy customers stick around, right?

Customer Feedback 52

Customer Feedback Net Promoter Score Start-ups Text Analytics 52

Intercom, Inc.

APRIL 18, 2019

But it can be a real challenge knowing that’s what you’re doing from the outset. As the likes of Airbnb, Uber and Apple have found, creating an entirely new category can be a lucrative business. However, such a valuable reward doesn’t come easily, otherwise everyone would be doing it.

Education 112

Education Start-ups Technology Technology 112

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 52

Retail Customer Service E-commerce Social Media 52

Customer Service Life

MARCH 6, 2019

This article was originally published on the FCR blog on February 7, 2019. I finally placed the call a couple days later and was connected with a customer service representative. Here’s how the conversation went: Representative : Thank you for calling. How can I help you today? It’s official.

Contact Center 92

Contact Center Sports Customer Service Start-ups 92

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Whilst the transactional business is more interested in repeat purchases and their frequency, the subscription business is mostly interested in how long customers remain loyal.

Net Promoter Score 164

Net Promoter Score Customer Experience NPS CEM 164

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat. Act as a True Leader.

Contact Center 126

Contact Center Technology Technology Start-ups 126

CSAT.AI

OCTOBER 13, 2020

Machine learning based tech is becoming more sophisticated with virtual influencers , robot assistants , AI making appointments by phone. With a worldwide pandemic forcing customers indoors and businesses online the need for technological solutions accelerated the creation and adoption of AI tools.

AI 52

AI Machine Learning Customer Service Artificial Intelligence 52

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 40

Retail Customer Service E-commerce Social Media 40

Steven Van Belleghem

OCTOBER 29, 2020

Though there are of course many digital endeavors that media industry players have already made to ensure that the ‘audience journey’ becomes smoother and more frictionless, I see two extremely important trends surfacing that will disrupt the more traditional players if they do not get on board: extreme personalization and centralization.

Education 98

Education Entertainment Sports AI 98

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. There are two types of knowledge bases for customer support: internal and external.

Omnichannel 52

Omnichannel Start-ups AI Customer Service 52

ProProfs

MARCH 19, 2021

How to Develop Soft Skills in the Workplace. How to Put Soft Skills Training Online. Senior Career Specialist at job service provider FlexJobs, Brie Reynolds, recommends three ways to cultivate soft skills: Identify existing soft skills and build upon them for improvement. Technical know-how. What Is Soft Skills Training?

Education 52

Education Start-ups Business Operations Construction 52

SugarCRM

SEPTEMBER 22, 2022

Customers will leave after a bad experience with your company, meaning customer experience (CX) is the difference between red and black in your business ledger. If you can’t differentiate by consistently delivering an exceptional and effortless experience, your customers will move on to your competition.

Artificial Intelligence 26

Artificial Intelligence Customer Experience CRM Actionable Insights 26

SugarCRM

SEPTEMBER 1, 2022

Optimizing customer engagement and experience is a key focus for any sales and marketing leader. Our recent survey shows that customers are leaving in droves—at a rate of nearly 1 in 2 in the US and 1 in 3 worldwide. Customer Centricity. Capitalizing on Data to Fuel the Customer Experience.

CRM 26

CRM Artificial Intelligence AI Sales 26

CX Journey

OCTOBER 4, 2016

The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank. As Peter states in the book: Being good to your own people is good business. Image courtesy of Peter Aceto Does your company practice Weology?

Innovation 75

Innovation Start-ups Finance Customer Experience 75

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. Each day we learn from the trenches what it takes to make clients happy and successful. Work towards establishing relationships as a trusted advisor.

Start-ups 70

Start-ups Customer Relationship Management Business Consulting Engineering 70

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. It engages leaders, unifies their decision-making, and creates an accountability forum.

Customer Experience 78

Customer Experience Net Promoter Score Engineering Manufacturing 78

Qualtrics

APRIL 2, 2020

What matters is how you act in the here and now. We’re highlighting some of the leading examples of brands adapting to the situation by providing experiences that make a difference to their customers and employees at this time. . Right now, customer needs are changing every day. DoorDash . So DoorDash is too.

Healthcare 40

Healthcare Transportation Social Media Touchpoint 40

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Customer Loyalty Social Media Education 60

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. Still, customers don’t respond to a non-apology the same way they do a sincere one. rawpixel.com. But why is that?

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

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. Each day we learn from the trenches what it takes to make clients happy and successful. From : Benoit Bouteille , Customer Success Director.

E-commerce 40

E-commerce CRM Start-ups Innovation 40

ClientSuccess

APRIL 3, 2018

Too often Customer Success Managers (CSMs) can get swept up in the day-to-day grind of activation questions, project management, and renewal processes. It can be easy to lose sight of the original goal at the heart of your role: to create successful customers. Ensure the Customer Always Comes First.

Customer Relationship 40

Customer Relationship Sales 40