Lumoa

AUGUST 18, 2022

“How likely would you recommend (insert business name) to someone?” ” – a never-ending question asked to a customer in multiple ways and various forms. Furthermore, it fairly makes it easier to close the loop with the customers in the process. Here are three reasons why, and how you can prevent it.

Customer Journey Map 83

Customer Journey Map Close the Loop Customer Feedback Start-ups 83

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. How exactly has the industry evolved?

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? Start with your front-line employees, the people who are dealing with your customers. Your own employees have opinions on how to make that happen.

CX 173

CX Contact Center Start-ups Customer Experience 173

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Customer Satisfaction 59

Customer Satisfaction Net Promoter Score NPS Customer Loyalty 59

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. Bonus: It makes your agents’ jobs more interesting , too.

Contact Center 67

Contact Center Construction Customer Satisfaction Start-ups 67

Lumoa

NOVEMBER 3, 2022

For a while now, Lumoa has offered a way to close the loop with your customers by using the Events page. Lumoa Product News for November 2022 Conversational Analytics now ignores “junk” Did you know you can put entire conversations into Lumoa, such as those that happen in support emails, chat threads, or phone calls?

Close the Loop 83

Close the Loop Start-ups AI Customer Feedback 83

Execs In The Know

APRIL 5, 2024

Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations. How Brands Are Prioritizing Channels Balancing customer preferences with operational constraints is an ongoing challenge in customer experience. The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 52

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

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. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Myra Golden Media

MAY 21, 2020

They fear to be in intense interactions with frustrated customers. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry. How: Explain the issue. Recognize how the issue impacts the customer.

Customer Relationship 126

Customer Relationship Customer Service Customer Experience 126

Intercom, Inc.

AUGUST 14, 2018

No matter how hard you try to circumvent it, the first law will always come back and bite you. If they are good but only tangentially related to your business, then you’re going to be attracting readers who will never become your customers. So how do you make sure you’re getting a return on your investment?

Non-Profits 182

Non-Profits Sports Gaming Start-ups 182

Execs In The Know

APRIL 8, 2024

Written by Tadd McAnally I recently had the privilege of speaking at the Customer Response Summit (CRS), hosted by Execs in the Know (EITK), in Tucson, Arizona. After all, in an era where unpredictability reigns supreme – particularly for customer experience (CX) leaders – the relentless pursuit of change can be exhausting and disorienting.

CX 52

CX CX Transformation Technology Technology 52

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

Engineering 192

Engineering Technology Technology Start-ups 192

Intercom, Inc.

JUNE 1, 2018

About 50 percent of my time was spent communicating with potential users, whether that was asking them to try Intercom over email, meeting them at conferences, responding to them in blog comments or talking to them on Hacker News. If you were to look at the first 100 paying customers for Intercom, I’d bet most came from one of these channels.

Start-ups 201

Start-ups Social Media Gaming Technology 201

Intercom, Inc.

AUGUST 18, 2022

How would she provide the right technical direction for the company? How are you going to get there? When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Inside Customer Service

JANUARY 13, 2022

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. Hotels have gotten sneaky with resort fees. A few hotels don't disclose them until guests check-in.

Hospitality 130

Hospitality Hospitality Sales Customer Experience 130

The Customer Service Blog

DECEMBER 17, 2022

Many people just see the The Godfather as a crime film, but I believe it offers an entire philosophy on how to achieve success in life and in business. Darren Bugg Editor, The Customer Service Blog “Great men are not born great they grow great.” Don Vito Corleone “I respect those who tell me the truth no matter how hard it is.”

Government 84

Government Customer Service 84

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

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. Understanding the Company’s CX Vision “What does ‘customer experience’ mean to you, and how is it measured?”

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.

Customer Experience 88

Customer Experience Management Consulting CX 88

Provide Support

MARCH 11, 2020

Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations. Published in Provide Support Blog , 2020.

Customer Feedback 66

Customer Feedback Customer Satisfaction Customer Service Customer Survey 66

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.

VOC 121

VOC CEM NPS Business Administration 121

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. Your attention to these nuances is the secret sauce to customer satisfaction. They want to be heard.

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

Steven Van Belleghem

OCTOBER 11, 2021

A great example is that they offer lessons – in their offices or in the app – for the Chinese on how to behave overseas and improve their way of traveling with respect for the local environment and culture. Use data for good (for the customer). offer their customers a better experience as well.

CX 113

CX Transportation Entertainment Education 113

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

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

Customer Think

MAY 4, 2023

Bob Passikoff of Brand Keys stated that “For Wall Street it (Brand Disappointment) was about missing expectations regarding new subscriptions and new customers. We understand this is not something customers want to lose, and losing it causes brand disappointment. Let the customer do extra work!

Customer Loyalty 64

Customer Loyalty Retail Technology Technology 64

SurveySensum

FEBRUARY 13, 2024

Ever wondered how your Internet startup can stand out in the crowd? User Experience means how people get and engage with a service or a product. Creating detailed customer profiles is key; it allows you to tailor your services and products to meet user expectations. Imagine the possibilities!

Gaming 52

Gaming Social Media Customer Feedback Customer Satisfaction 52

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time.

Start-ups 97

Start-ups Technology Technology 97

Intercom, Inc.

MARCH 15, 2018

All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. I hosted Will on our podcast, where we talked about how he keeps his team innovating, hiring generalists vs. specialists, managing in a high growth environment and more. product called Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Zendesk

APRIL 18, 2022

While you’re not sharing your work with a professor these days, your sales reps need to know where and how leads had first contact with your company. Of course, there are any number of ways a potential customer or client can discover you. Blog articles. It’s no different for sales and marketing teams when sourcing leads.

Social Media 98

Social Media CRM B2B B2C 98

Intercom, Inc.

JULY 31, 2019

You might think chatbots are only for customer support, but using them to answer your customers’ questions is just one way to leverage chatbots. But how do you staff live chat for your marketing without ballooning your headcount? With the right setup, a chatbot can power your marketing as well so you never miss a lead.

Sales 177

Sales Start-ups Engineering Technology 177

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

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. The best of the blog. Significant digits: 240 blog posts, 18 videos.

Engineering 150

Engineering Start-ups Gaming Sales 150

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

Steven Van Belleghem

SEPTEMBER 19, 2021

Every organization has a unique story to tell. They believed that US customers might embrace the Italian coffee culture , if they only added local elements to mix Italian coffee culture with the US culture and created a personalized experience. So it was already planning to facilitate that direction for its customers.

Customer Experience 134

Customer Experience Construction Education Customer Satisfaction 134

Beyond Philosophy

JUNE 17, 2019

As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! How about some dessert?

Start-ups 121

Start-ups Gaming Customer Experience 121