Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Business Growth 99

Business Growth Customer Journey Map Gaming Sales 99

Totango

FEBRUARY 23, 2024

What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. This partnership helps to activate the flywheel and propel growth from the existing customer base.

Customer Acquisition 91

Customer Acquisition Sales CRM Innovation 91

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom, Inc.

SEPTEMBER 6, 2022

Small changes are easier to build and faster to review, enabling us to deliver value to customers more quickly. This is the seventh post in a series exploring our product principles. This can lead you to rely on validation to avoid surprises when you ship your change. No one gets it right all the time.

Engineering 138

Engineering Start-ups Gaming Sales 138

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Voice of the Customer 155

Voice of the Customer Start-ups Sales Customer Feedback 155

Customer Think

DECEMBER 29, 2022

My comments on Service Recovery as Your Superpower. So often I hear having a service and doing a great service recovery is good for you. Is an unnecessary service because of a defect good for a customer? If you reach this point, you do need service recovery. How can you prevent reaching this point?

Manufacturing 121

Manufacturing 121

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

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

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

Zendesk

JUNE 28, 2023

Things move fast in the world of AI, and that pace of change evokes mixed feelings for people working in customer support. While the technology shows obvious potential for helping businesses provide richer customer experiences, it also spawns concerns about the unknown. That idea has driven Zendesk’s AI offerings, she said.

AI 96

AI Sentiment Analysis Technology Technology 96

Intercom, Inc.

DECEMBER 21, 2020

. “We wish you a very peaceful and safe holiday season” Alongside posts on product design and long-form guides on conversational support , we addressed the impact of COVID-19 , and expressed our anger and solidarity amid the struggle for racial equality and justice. A must-read for marketers dealing with change or crisis.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Intercom, Inc.

OCTOBER 2, 2018

Over the past few years Intercom’s customer base has grown considerably beyond the startup and product-focused readership we initially focused on with Inside Intercom. We still love that audience, but we now offer products for sales , marketing and support teams and have been going deep on those topics as well.

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

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. Geoffrey: Rich, thanks for joining us. Enter our philosophy of Run Less Software.

Engineering 192

Engineering Technology Technology Start-ups 192

CSAT.AI

SEPTEMBER 7, 2022

The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. We Value Your Business. Why is it a big surprise when customers use abusive tactics to get what they want?

Customer Service 88

Customer Service Non-Profits Sentiment Analysis Social Media 88

Intercom, Inc.

APRIL 29, 2021

We recently sat down with Joei to chat about her new series, how to work unexpected new formats into your content marketing strategy, and balancing creativity with lead generation. Blog articles, podcasts, ebooks, and videos have been the bread and butter for content marketers for a long time now.

Innovation 118

Innovation B2B Start-ups Education 118

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

Intercom, Inc.

MARCH 25, 2020

It’s a challenging time right now, and you might be seeing more customer conversations as a result. We’re also republishing this Help Center article to further help you reduce your Support team’s load so they can provide your customers with the personal support they need. Custom Bots. Resolution Bot.

Start-ups 160

Start-ups 160

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. Customers are looking more and more to their peers before considering a purchase.

B2B 118

B2B Education Start-ups Agriculture 118

Inside Customer Service

APRIL 29, 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 and affiliated sites. 1:51) How can a brand promise help employees? (4:21) 4:21) How does a brand promise influence your marketing message? (9:40)

Start-ups 147

Start-ups Customer Service Customer Experience 147

Steven Van Belleghem

MARCH 23, 2022

More and more organizations are building their services around the customer, actually going to them. Once upon a time, we used to get excited about getting “fibre to the home” (FTTH). In the last years, we’ve all seen how Peloton bikes basically brought working out to the comfort of our own house. Groceries to the home.

Retail 120

Retail Healthcare Start-ups CX 120

Intercom, Inc.

FEBRUARY 23, 2022

This is especially true among employees experiencing increasing demand due to the pandemic, such as support agents, as our latest Customer Support Trends Report shows: 64% of support leaders say their team has felt burned out in the past 12 months. Today’s guest, Marilyn Suttle , has a few ideas on how to do just that.

Start-ups 118

Start-ups Social Media Education Customer Service 118

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? We dive deep into using emotional intelligence to have great experiences. Clearly you are unhappy—or, really, irate—so, what do you do? Be impeccable with your words.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Intercom, Inc.

OCTOBER 1, 2020

On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. As you grow functions, the audience for your roadmap widens.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 3, 2019

You don’t immediately shove the main course in your guests’ faces. To avoid reader fatigue when it comes to your emails, you need to monitor their behavior. Your customers should know your employees by name. You can subscribe on iTunes , stream on Spotify or grab the RSS feed in your player of choice.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. A prospect may also encounter your brand through word-of-mouth or a customer referral.

Customer Retention 124

Customer Retention Sales Business Growth 124

Intercom, Inc.

OCTOBER 1, 2020

On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. As you grow functions, the audience for your roadmap widens.

Engineering 165

Engineering Start-ups Finance Sales 165

Aquire

DECEMBER 9, 2021

If you want your customers to stick around, it’s important you understand how to reduce customer churn rate. Of course, some level of churn is inevitable — no matter how much effort you put into satisfying your customers. What is customer churn rate? How to calculate churn rate.

Customer Retention 98

Customer Retention Education Start-ups Social Media 98

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Every company has to align what they charge with what their customers value. Your experience provides that for them. It is a significant hole.

Hospitality 78

Hospitality Hospitality AI Technology 78

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.

B2C 118

B2C B2B Social Media Start-ups 118

Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? Join us Oct. Save your seat! You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. Which brings us to another uncomfortable question. 25, 2pm ET/11am PT for a live 30-min webinar.

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Intercom, Inc.

MAY 3, 2018

Product management is about solving problems. How can we help our users complete their job-to-be-done cheaper, faster or easier? Rohini Pondhi , product management lead for Square’s Invoices product, knows this challenge well. Iterate on process the same way you iterate on product. Short on time?

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? Believe me, I’ve been there.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

SixteenVentures

FEBRUARY 28, 2023

Generative Artificial intelligence (AI) like ChatGPT – and now Bing Chat – is transforming the way we communicate and work, especially in Customer Success. These AI-powered tools offer unique benefits to Customer Success Managers (CSMs) and Enablement pros like: enhancing search, language generation, and productivity.

AI 60

AI Engineering Artificial Intelligence Innovation 60

Intercom, Inc.

JANUARY 3, 2020

Chatbots are supposed to be the fix – providing basic help to customers while taking pressure off the team behind the scenes. We need these chatbot interactions to be frequent enough to make a real impact on team capacity but thoughtful enough that they protect our hard-won customer relationships. But there’s some tension at play.

Start-ups 222

Start-ups Customer Relationship 222

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. 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. What is Product Improvement?

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

The Customer Service Blog

SEPTEMBER 20, 2023

As many readers will already know, when I’m not editing The Customer Service Blog, I also do university lecturing in the disciplines of Marketing, Management and Business Studies. One of my areas of expertise is pricing strategy, and how this can be used within marketing to maximise profitability.

Gambling 76

Gambling Hospitality Hospitality Social Media 76

ProProfs

JULY 3, 2020

These are the top quiz categories of quizzes that have been created using the ProProfs Quiz Maker by users. And, when you’re done, do share your quiz results with your friends too. Watch: How to Create a Quiz Online (with ProProfs). What Is Your Inner Animal? Is Your Car Worth Over 10k? Fun Quizzes.

Entertainment 99

Entertainment Sports Social Media Finance 99