Fonolo

JULY 5, 2023

Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. It’s the beliefs and opinions that people hold about your business. People are willing to forgive brands for making mistakes and want to support local brands.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. Furthermore, we will hear plenty of negativity when listening to the voice of the customer. The question was, “What song sums up your aspirations as a CX leader?”. But what can I say?

CX 182

CX Start-ups Voice of the Customer Customer Expectations 182

Intercom, Inc.

DECEMBER 28, 2022

For one, Eoghan McCabe , our Co-founder and Chairman, returned to the role of CEO , the position he had held from our founding in 2011 until 2020 – and he is bringing a renewed focus on the customer service space, so you can expect to see even more innovation from us in that area. Well that was quite the year.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Intercom, Inc.

DECEMBER 21, 2020

This was a year when it felt like history was unfolding in real time – rather than the narrative of our time taking shape gradually over months and years, events were seemingly getting inscribed straight into the collective memory every day, or sometimes every hour. The art of marketing in a crisis. John Collins, Director of Content.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

ClientSuccess

FEBRUARY 14, 2023

And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes. In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy.

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

CX Accelerator

MAY 8, 2018

Fantastical tales aside, stories about our businesses carry a lot of meaning. The narratives weaved by ourselves, our agents and our customers can communicate common values, elicit emotion, develop trust and understanding, and communicate knowledge and wisdom that can allow us all to grow. The exercise above might seem silly.

Contact Center 160

Contact Center Start-ups NPS Education 160

Intercom, Inc.

OCTOBER 2, 2018

Simultaneously, Intercom has introduced features for larger companies: our customer base now runs the full gamut from early stage startups to large established companies. While other parts of our website had evolved to reflect those new realities the blog remained a relatively basic WordPress setup. Time to kill the blog.

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

Totango

NOVEMBER 27, 2023

Check out four highlights from the conversation, and listen to the podcast for more tips on how you can leverage digital CS to drive value to your customers and scale your business. Health scoring: Don’t set it and forget it Customer health scoring is the foundation of a good digital CS program.

Touchpoint 104

Touchpoint AI Gaming Innovation 104

PeopleMetrics

OCTOBER 19, 2021

The world has changed, and the way people communicate has changed along with it. session, our customer experience experts dive into these two methods, SMS & video feedback , to show you how modern companies are using them to get not only more feedback but richer feedback that drives results in your customer feedback program.

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

CSAT.AI

JULY 13, 2022

Listen to the advice of some of the best. If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken When Your Company Becomes a Verb , Hyken blog . People know to call your customer service 800# when they have a problem.

Customer Experience 93

Customer Experience CXM Contact Center Innovation 93

Intercom

OCTOBER 9, 2023

You satisfy your customers, but can you satisfy our curiosity? Our mission as a company is to help businesses get in touch with people who matter to their businesses, while staying compliant. Our mission as a company is to help businesses get in touch with people who matter to their businesses, while staying compliant.

Start-ups 52

Start-ups Customer Service Innovation Customer Relationship 52

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. Discover our award-winning Customer Experience (CX) blog: [link].

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108

Execs In The Know

MAY 6, 2022

People are flocking out of the big cities and finding larger homes in more rural areas. There are three key trends shaping the workforce today that employers should embrace – listen more, adopt a gig workforce, and build internal resilience. It is the power of listening to our employees.

Contact Center 98

Contact Center CX Transformation Compliance NPS 98

Taylor Reach Group

APRIL 9, 2020

Start with your front-line employees, the people who are dealing with your customers. This means leading by example and listening without judgment to what they have to say. Listening Sessions. What complaint do you hear most from our customers? What do our competitors offer that we don’t? By Peg Ayers.

CX 173

CX Contact Center Start-ups Customer Experience 173

Zendesk

MAY 25, 2022

Meeting great people, connecting with them, diving deeper into the conversation, and feeling like you’re a part of the in-group—these things make you enjoy your job more and can even give you a sense of purpose or belonging. 3 people to follow in the Twitter CX community. It will also impact you on a more personal level.

CX 98

CX Social Media Start-ups Sports 98

Doing CX Right

SEPTEMBER 19, 2020

As Ruiz suggests, you are entitled to expect a great experience from companies you buy from but do not have a right to be mean to innocent people. 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.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Customer Service Life

OCTOBER 28, 2023

In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. Most people working in the contact center industry call this First Contact Resolution or Next Issue Avoidance. In the context of point #2 it sounds like the agent wasn’t listening to the customer.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. It starts by getting past people’s preconceived notions of what they are willing to do. You likely have a rule about not giving people $100 when they ask for it. They have rules or expectations going into the interaction that preclude them from saying yes.

Start-ups 178

Start-ups Sales Manufacturing Customer Loyalty 178

Customer Bliss

APRIL 9, 2020

I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. But what they found, like all of people out there, is that they can solve anything with ingenuity. subscribe to my blog below or follow me on LinkedIn. This Daily Dose of OPTIMISM! Please enjoy.

102

102

Shep Hyken

MARCH 4, 2022

Listening to the customer. We may not be able to solve every customer’s problem, but we can actively listen to each and every customer. Listening to the customer is very important to implementing a successful total customer experience. Here are four areas that help to deliver a total customer experience. .

Customer Experience 69

Customer Experience Social Media Touchpoint Sales 69

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. This won’t be a long post but I’ll encourage you to click a few links to read and listen. During the conversation, we talked about some recent blog posts I had written. Let’s dive in.

CX 83

CX Contact Center B2B Customer Service 83

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Two parts of our minds contribute to the decisions we make. We discussed the significance of the insignificant in a recent podcast.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Here is what we offered our fake restaurant client. In other words, start general so you can funnel down to specifics.

Customer Experience 177

Customer Experience Start-ups Customer Relationship Management Customer Relationship 177

Fonolo

AUGUST 18, 2020

Observe and listen to them. Psychographic data, sometimes known as, “attitudinal data”, refers to information about people’s desires, goals, interests, values, and lifestyle. Customer perception is tough to measure because it’s usually comprised of both qualitative and subjective data. Psychographic Surveys.

Social Media 75

Social Media Net Promoter Score Contact Center Customer Satisfaction 75

Uniphore

NOVEMBER 23, 2021

The idea is to train people to, by the click of the button, bring automation to organization.” The idea is to train people to, by the click of the button, bring automation to organization.” Uniphore and Tech Mahindra Partnership. Syed and Saurabh Rai on the Value of Conversational Automation. During the podcast, Jafar H.

E-commerce 130

E-commerce Innovation Compliance AI 130

Customer Bliss

JUNE 17, 2020

They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. THESE behaviors are what experience really has needed all along to elevate an organization and its people to show up differently in the marketplace and with customers.

74

74

Intercom, Inc.

SEPTEMBER 22, 2020

Listen to the full episode above or check out Brian’s key takeaways below. Strong customer relationships are more important than ever for business success, but the old ways of communicating and building relationships with customers are broken. One thing was clear: it was time to throw the old playbook out.

Gambling 211

Gambling B2B Education Business Growth 211

Beyond Philosophy

MAY 14, 2020

In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast. Ahearn’s background was in the insurance industry.

Start-ups 167

Start-ups Legal Sales Business Growth 167

Totango

JANUARY 6, 2022

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader. Stop by and chat with a coworker or listen to music while you walk. Top 5 Stress Management Techniques for CS Professionals.

Start-ups 87

Start-ups 87

Steven Van Belleghem

JUNE 6, 2023

Listen But it’s not just about showing them, it’s also about listening to them as they are often so much closer to the customer than their management. But it’s not just any type of listening. Some leaders listen to others to confirm their views which is very unhelpful.

Construction 62

Construction Engineering Retail CX 62

Intercom, Inc.

APRIL 29, 2021

Here are some of our favorite takeaways from the conversation: 1. Blog articles, podcasts, ebooks, and videos have been the bread and butter for content marketers for a long time now. It just came together nicely – I’m starting this new job, onboarding is one of our use cases, and I’m a content person.

Innovation 118

Innovation B2B Start-ups Education 118

Intercom, Inc.

OCTOBER 5, 2022

While some people might need more mentorship, others will just want some feedback or to bounce off ideas. But coaching – helping people figure out the answer themselves – can be even more valuable. Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance.

Engineering 118

Engineering Gaming 118

Help Scout

APRIL 29, 2021

It develops organically in response to the decisions, behaviors, and policies of the people in the business. There are many ways an executive can encourage a strong customer service culture, including the following: Hire the right people: Your people make your culture through their attitudes, behaviors, decisions, and responses.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Beyond Philosophy

JANUARY 2, 2019

Contrast this outcome with our clients’ that dedicate resources to improving Customer Experience. They are not the right people to do the job in the first place, they have not had the proper training, or they have no authority and cannot enforce the new way of working. Change is hard; people will resist it.

Net Promoter Score 156

Net Promoter Score Customer Experience CX Hospitality 156

Intercom, Inc.

AUGUST 18, 2022

Here are some of our favorite takeaways from the conversation: If you don’t want to fall behind, keep learning. Having staff engineers as mentors allows more junior people to get clarity on which steps to take to reach those roles and you fast-track the process of creating engineering leaders. How are you going to get there?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Intercom

JANUARY 11, 2024

If you enjoy our discussion, check out more episodes of our podcast. A profound transformation is underway in customer service. It’s not a job for the faint-hearted, but it’s one today’s guest, Camille E. Layoffs will decrease the quality of the service. For AI to work, you need comprehensive documentation.

Customer Service 86

Customer Service CX AI Start-ups 86