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

Fonolo

SEPTEMBER 4, 2018

We addressed this on the blog: No, Google’s Duplex is Not Going to Replace Call Centers. You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week. Are the Robots Going to Take All the Jobs?

AI 209

AI Contact Center Start-ups Innovation 209

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Intercom, Inc.

AUGUST 11, 2020

Intercom has responded by hiring a diversity and inclusion consultant, updating our recruitment strategy and hiring practices to reduce bias, scheduling allyship training for all employees, and amplifying Black voices in our podcast and blog. The Sapir-Whorf Hypothesis states that the language you use shapes your view of the world.

Engineering 289

Engineering Start-ups Education 289

Help Scout

JULY 29, 2021

There are many excellent reasons to create and publish FAQ content for your product. First, 70% of customers prefer to use a company’s website to get answers on their own. This, in turn, reduces support volume, and it also provides your support team with additional resources to share with your customers.

Start-ups 142

Start-ups Education Sports Engineering 142

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. Here’s your complete guide to improving customer perception of your business. Customer Experience.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

Intercom, Inc.

SEPTEMBER 22, 2022

At some point in their growth, businesses usually start investing in customer research. 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 for a while, that was the case for Michele.

Start-ups 138

Start-ups Invoicing Education Sales 138

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. We created our own solutions. His older brothers learned how to cut his hair, eating out meant drive-thru meals, recreational activities consisted of visits to the local parks or the local YMCA until we were asked to leave.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

Scorecard 112

Scorecard Technology Technology Customer Relationship 112

Intercom, Inc.

APRIL 3, 2018

For most sales teams, “personalizing” a cold email simply means referencing a person’s job title or company and sending them links to case studies or blog posts in the hope of generating a single click-through. I’ll walk you through the full campaign and then show you how to set this up in Intercom. Cheers, Nick.

Sales 218

Sales Start-ups 218

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Totango

MARCH 29, 2022

Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically. And with the right systems and setup, that can mean automated reminders when customers are at risk for churn, ready to upgrade to a more advanced tier of your product, or just need more support.

NPS 94

NPS Customer Satisfaction Sales Touchpoint 94

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

Sales 94

Sales Customer Satisfaction Start-ups CRM 94

Execs In The Know

APRIL 29, 2022

There have been many incorrect assumptions made about customer preferences as the world has grown a digital core; chief among them is that customers will no longer want human assistance with the brands they patronize. The problem was just that customers didn’t want to have to call (or email or chat) for every.

Start-ups 97

Start-ups Technology Technology Education 97

SurveySensum

SEPTEMBER 25, 2023

Businesses of all sizes are using videos to reach their target audience, build relationships with customers, and drive sales. But with so much video content out there, how can you make sure your videos stand out? The answer is simple: listen to your customers. Customer feedback is a valuable resource for video marketing.

Customer Feedback 52

Customer Feedback Social Media Sentiment Analysis Text Analytics 52

Intercom, Inc.

JULY 4, 2018

It’s a badge of honor – a badge of legitimacy – a badge of a new, better way of building a company. What are these traps, and how can you avoid them? At a glimpse, this actually makes sense – if customers are willing to shell out cash, surely that’s a great way to ensure you build only valuable stuff.

Gambling 191

Gambling Start-ups Innovation Sales 191

ProProfs

DECEMBER 5, 2022

In this blog post, you’ll find everything you need to know to develop and execute a winning talent assessment strategy. Then, we’ll dive into the core of our discussion, where you’ll learn how to utilize talent assessments the right way to close your talent gaps and grow your business. . View This Assessment. Here’s how. .

Start-ups 52

Start-ups Sales Customer Relationship Management Business Growth 52

Intercom, Inc.

NOVEMBER 23, 2022

Behind closed doors, negotiations are dragged on for months while founders and executives figure out ways to eliminate friction and create a synergy that can drive the most value of their shared cultures, processes, and systems. And today’s guest knows just how much it takes to make it work. Then, came integration.

Start-ups 118

Start-ups Sales Government B2B 118

Intercom, Inc.

JUNE 19, 2019

When it comes to platform strategy, Ceci’s experience is unparalleled, having worked at Box as part of their founding platform team before later joining Slack in 2015 to found the platform marketing team there. If there’s customer adoption , developers generally will come. We launched the Intercom App Store more than a year ago.

Start-ups 217

Start-ups Engineering CRM Sales 217

Intercom, Inc.

DECEMBER 12, 2018

In this guide we’ll show you how your business can navigate the martech landscape to build a lean, productive marketing stack, and how some of the fasted growing software companies are building theirs. – lie beyond the realms of this article but one thing is clear: this market is HUGE. What is a marketing technology stack?

Technology 223

Technology Technology B2C B2B 223

SurveySensum

AUGUST 23, 2023

Do you remember receiving emails from brands that you shopped with, asking you How likely will you recommend the particular product to your friends and colleagues? How likely will you recommend their brand to your friends and colleagues? It also suggests the company is treating its customers well. So, let’s dig in!

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Text Analytics 52

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? Lynn is the Chief Customer Officer of CX consultancy ClearAction. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. How Do Chatbots Work?

Sentiment Analysis 89

Sentiment Analysis Artificial Intelligence Omnichannel AI 89

ProProfs

JULY 11, 2023

In this blog post, we’ll explore how online quizzes can empower K-12 education and help teachers overcome some of the common challenges they face in the classroom. We’ll also share some practical steps and tips for creating and deploying effective K-12 education quizzes. Let’s dive in.

Education 52

Education Start-ups AI Gaming 52

Intercom, Inc.

SEPTEMBER 26, 2019

And it’s not without good reason: nearly all software products with dominant market share started as apps but grew to the point where third-party developers began building valuable integrations on top of what these companies had already created. New Relic’s General Manager, Mark Weitzel, weighs in on how you can support your developers.

Start-ups 170

Start-ups Compliance Innovation Government 170

SurveySensum

FEBRUARY 23, 2024

Let’s scroll down to find out more about pulse survey, and its advantages, and learn about how to create an effective pulse survey for your company to boost your employee experience , along with the right questions to ask. But how is it different from the annual employee engagement survey you receive?

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

Intercom, Inc.

JUNE 6, 2019

Just this week, we announced a new group of apps that users can add to the Intercom Inbox to provide faster and deeper customer interactions. But how do you decide when to build an app for your product and what platforms to invest in? But how do you decide when to build an app for your product and what platforms to invest in?

Start-ups 190

Start-ups Non-Profits Sales Engineering 190

Intercom, Inc.

JANUARY 11, 2023

Here’s the thing: there isn’t one single motion to scale a product-led organization, and forms and free trials alone won’t drive enough growth to keep a business afloat. Successful companies nurture a variety of customer journeys and revenue streams, from inbound leads and self-serve users to sales-assisted campaigns and ABM.

B2B 118

B2B Start-ups Engineering Sales 118

Intercom, Inc.

JULY 9, 2020

In addition to this, our conversation also covers his time at Altassian and contrasts this with his G2 role, his thoughts on Google updates and how they impact his industry and his vision for the future of SEO. To get us started, could you just tell us a little bit about your background and how you first became interested in SEO?

Engineering 199

Engineering Start-ups E-commerce B2C 199

Intercom, Inc.

JULY 4, 2018

It’s a badge of honor – a badge of legitimacy – a badge of a new, better way of building a company. What are these traps, and how can you avoid them? At a glimpse, this actually makes sense – if customers are willing to shell out cash, surely that’s a great way to ensure you build only valuable stuff.

Gambling 165

Gambling Start-ups Innovation Sales 165

Zendesk

APRIL 16, 2021

Sales reps know nothing’s harder than patiently nurturing a lead, establishing a relationship with them, and carefully converting them into a customer—nothing, of course, except finding a good lead in the first place. With the right tools and advice, anyone can become an expert in how to generate leads. But it doesn’t have to be.

Social Media 98

Social Media B2B Sales Start-ups 98

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). blog linkedin twitter Why?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Intercom, Inc.

NOVEMBER 7, 2018

So, how can we protect ourselves from ourselves? So, how can we protect ourselves from ourselves? How do we make sure we’re not just world-class marketers, but also world-class business people? One of the most powerful tools we have available is actually just a simple change in how we think about the world.

Customer Acquisition 202

Customer Acquisition Non-Profits Finance Start-ups 202

SurveySensum

JULY 21, 2023

Acquiring a new customer can cost you 5-7 times more than retaining an old one. And, in SaaS, on average, it can cost 4-5 times more – The Value of Keeping the Right Customers study by Harvard Business Review You read it right! That’s why here in this blog we will talk about the top 11 B2B customer retention strategies.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

CX Accelerator

APRIL 30, 2018

Companies these days are fixated on Customer Experience. It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. After all, with long hours, demanding customers and complicated systems…how could things go wrong? ??

CX 140

CX Customer Journey Map Hospitality Hospitality 140

Execs In The Know

APRIL 8, 2022

If you were able to join us for this special event, you know exactly how valuable these sessions were. How Beachbody Became a Digital-First Company. All while lowering costs, improving the agent experience, and creating greater internal accountability. Not to mention this was all accomplished amid a global pandemic.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

ProProfs

AUGUST 8, 2022

While organizations try to create the safest work environments, their efforts amount to nothing if the employees aren’t aware of their part in creating a safe work culture. . In this blog, you’ll learn all about workplace safety quizzes, including: . How to create a health and safety quiz online. Here’s how.

Construction 52

Construction Transportation Healthcare Manufacturing 52