Shaun Belding

MARCH 1, 2022

The question, on the surface, seems fair. I have seen more than one situation where a customer's 'jerkiness' was actually triggered by the employee in the first place. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog. Why should I go out of my way for them?" But here's the thing.

Customer Service 147

Customer Service 147

Intercom, Inc.

OCTOBER 25, 2021

We can’t wait to see old friends and make new ones. On November 3rd, our co-founder Des Traynor will be on the stage sharing his keynote on “ How to grow up without growing old “ Later that evening we partner with AWS and Aircall for a “Startups Happy Hour” party, where you can decompress and have one (or a few!)

Innovation 198

Innovation Customer Relationship 198

Inside Customer Service

DECEMBER 2, 2021

My wife, Sally, and I experienced that recently at the Dr. Martens store on Newbury Street in Boston. We walked in the store and Sally quickly zeroed in on a pair of shoes she liked. Now two employees were fawning over the shoes as Sally tried them on. Martens employees who genuinely advocate on behalf of their company.

Retail 261

Retail Social Media Finance Sales 261

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape.

B2B 105

B2B AI CX Customer Service 105

Inside Customer Service

MARCH 11, 2021

This past year has been tough on contact center agents. About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. One result that really stood out was company pride. One question really stood out, with 92.04

Contact Center 258

Contact Center Customer Feedback Gaming Customer Service 258

Intercom, Inc.

MAY 5, 2022

Over the last ten years, we’ve developed, refined, and iterated on our principles to ensure they each represent an important part of the way we work, collaborate, and build product. We’ve recently kicked off a blog series exploring these principles, written by the people that know them best – our R&D team.

160

160

Totango

FEBRUARY 23, 2024

years on average. Among her first initiatives, she combined two separate marketing teams into one cohesive unit. On a recent episode of the MarTech Podcast, Karen talked about her first 60 days at Totango and the steps she took to ensure a smooth transition and set herself and her newly united team up for success.

Start-ups 98

Start-ups Business Growth Sales 98

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. By adopting Comm100’s Omnichannel Communication Platform , every key channel is linked within one unified and secure agent console.

Innovation 81

Innovation Customer Service Omnichannel Social Media 81

Intercom, Inc.

FEBRUARY 5, 2018

We’ve found that our blog is one of the most effective ways to attract great people. By writing a blog that’s aimed at other startups and designers we can talk about our mission, our values and our process to help readers get an inside look into what it’s like to work with us. Each pick one and start writing.

Start-ups 217

Start-ups 217

The Customer Service Blog

JANUARY 17, 2024

The Customer Service Blog has featured several articles about Britannia Hotels and their terrible reputation with the British public. Readers of this blog will already know that Britannia are often ranked as the worst chain in the UK by the public. There are hundreds of similar reviews on Tripadvisor and various other review sites.

Customer Satisfaction 82

Customer Satisfaction Customer Service 82

Totango

APRIL 4, 2024

Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion. Read on for three key takeaways from this discussion, or listen to the no-holds-barred conversation by watching the full webinar on-demand.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. When you think of essential CX skills, which ones come to mind for you?

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Totango

APRIL 9, 2024

For the full scoop on all of their bold insights on team alignment and unlocking customer-led growth, check out the webinar: The importance of team alignment and variable compensation The roundtable kicked off with the consensus that aligning CS and Sales teams is imperative, not optional.

Sales 108

Sales Business Growth Innovation AI 108

Totango

JANUARY 3, 2024

Its patented Revenue Intelligence Platform captures and understands every customer interaction, then delivers insights at scale, empowering revenue teams to make decisions based on data instead of opinions. Totango’s integration process is simple and secure.

Touchpoint 103

Touchpoint Customer Relationship Technology Technology 103

Totango

NOVEMBER 14, 2023

Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Another benefit of this program is its ability to help your business follow up on product ideas.

Customer Relationship 95

Customer Relationship Actionable Insights Customer Relationship Management Start-ups 95

Execs In The Know

JANUARY 9, 2024

In the dynamic world of business and customer service, Business Process Outsourcing (BPO) has emerged as a powerful strategy for organizations to streamline operations, enhance efficiency, and focus on core competencies. It empowers businesses to focus on core competencies, accelerate innovation, and gain a competitive edge in the market.

Finance 93

Finance Innovation Customer Service Customer Experience 93

Comm100

MARCH 6, 2024

And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time. This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. Find out more here.

AI 94

AI Customer Service Sales Customer Satisfaction 94

Totango

NOVEMBER 15, 2023

The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers. Based on customer feedback, Totango is thrilled to accelerate customer success-led growth by recently introducing new partnerships and integrations.

Outlook 113

Outlook Customer Satisfaction Customer Feedback Gaming 113

Bill Quiseng

MAY 24, 2023

If you want to drive customer loyalty, you cannot see customer service training as attending only one finite event, but rather you must see this as a participant in a continuous process. # # # Just a little over a year ago, I authored a blog post that implied that customer service training is good, not better, just average.

Customer Service 113

Customer Service Education Customer Loyalty 113

Customer Think

JANUARY 8, 2022

In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may […].

CX 118

CX Customer Experience 118

Intercom, Inc.

SEPTEMBER 29, 2022

Recently, we started a blog series exploring the thought process behind each of our product principles, written by the people that know them the best – our R&D team. So far, on the engineering side, we’ve covered the importance of keeping it simple and being technically conservative. Check out more episodes of our podcast here.

Engineering 129

Engineering Start-ups 129

Customer Service Life

FEBRUARY 10, 2020

I’ll keep this one short and sweet. Check out this article with some fresh ideas on the topic. 4 Good Reasons to Kill Email-Based Customer Support – In this column on CustomerThink I share reasons why some companies are doing away with email as a customer service channel in favor of other options.

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Logicalware

JANUARY 6, 2022

Check out our top five most-read blogs below. in October 2020, Gartner declared Total Experience (TX) one of the top strategic technology trends to watch in 2021. Read the full blog here. Read the full blog here. Read the full blog here. Read the full blog here. Read the full blog here.

Technology 98

Technology Technology Customer Expectations Customer Service 98

Zendesk

MAY 25, 2022

It will also impact you on a more personal level. So if you’ve just dropped in on the CX scene, let me help you get up to speed. Inspiring people can give you the low-down on the basics, catch you up on the latest questions lighting up the CX community, and help you reframe old questions in entirely new ways.

CX 98

CX Social Media Start-ups Sports 98

Intercom

DECEMBER 5, 2023

And it’s a true masterclass in getting people invested in what might seem like, on the face of it, boring data. But you don’t have to be a Tableau master to keep people’s attention – just make sure to focus on the important numbers rather than plonking everything on a slide.

AI 97

AI Customer Service Customer Experience 97

Zendesk

AUGUST 9, 2023

Subscribe to Conversations with Zendesk Stay up to date on the latest episodes on your favorite podcast platform such as Spotify , Apple , YouTube , and Stitcher , or return to the Zendesk blog for new episodes every two weeks. Our core values are, ‘One team, one dream.’”

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

Totango

OCTOBER 18, 2023

Recognition as a leading software that helps customer-facing teams identify, align, and build the success plans to secure revenue retention and expansion is paramount—and just one of the reasons we’re committed to building an evermore open and integrated ecosystem providing businesses with the most holistic understanding of their customer needs.

Customer Journey Map 102

Customer Journey Map Touchpoint Start-ups Business Growth 102

Totango

DECEMBER 20, 2023

The best of both worlds: unmatched enterprise-grade implementation and usability The G2 Winter 2024 reports ranked Totango as the number one customer success software in the enterprise implementation index. This recognition shines a spotlight on our commitment to offering an easy and efficient implementation process.

Business Operations 109

Business Operations Customer Satisfaction Sales Customer Service 109

Zendesk

JANUARY 17, 2024

Subscribe to Conversations with Zendesk Stay up to date on the latest episodes on your favorite podcast platform such as Spotify , Apple , YouTube , and Stitcher , or return to the Zendesk blog for new episodes every two weeks. AI might have struck that first chord, but the melody is really made up of so much more.”

CX 69

CX AI Technology Technology 69

Totango

JANUARY 22, 2024

In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth. We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024.

AI 95

AI Engineering Business Growth Customer Acquisition 95

Customer Think

JANUARY 10, 2022

One of the methods he uses to help people continuously improve is his set of questions, usually phrased, “Did I do my best to… ” I’ve been using this approach, daily, for about 4 years. Each day, I rate myself on about 22 questions. I’m a big fan of Marshall Goldsmith. some as [.].

110

110

Zendesk

NOVEMBER 1, 2023

Zendesk’s Paulette Chafe , head of customer insights and thought leadership, has kept a close eye on these trends. Subscribe to Conversations with Zendesk Stay up to date on the latest episodes on your favorite podcast platform such as Spotify , Apple , YouTube , and Stitcher , or return to the Zendesk blog for new episodes every two weeks.

Manufacturing 75

Manufacturing AI Technology Technology 75

Totango

APRIL 13, 2022

To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. This means, having ALL the essentials that allows you to be agile, to quickly course correct when needed and to easily scale on your time. Start seeing value from day one.

AI 92

AI Start-ups Technology Technology 92

Totango

APRIL 1, 2022

You need a shared space that allows for visual collaboration across departments so everyone can stay up-to-date and on the same page. With Totango’s Customer Experience Canvas , your entire company can collaborate in one shared workspace. Break Down Data and Collaboration Silos. We all know that silos are the enemy of efficiency.

Customer Experience 119

Customer Experience Start-ups Sales 119

SixteenVentures

JUNE 22, 2023

Understanding customer churn can be one of the most challenging, yet essential elements for the success of any SaaS business. Knowing why customers leave, how to anticipate these departures, and ultimately, how to prevent them, can make the difference between a business that thrives and one that merely survives.

Sales 52

Sales 52

The Customer Service Blog

MARCH 22, 2024

I regularly attend Shakespeare plays all around the UK, and I was recently at Manchester Opera House watching Sir Ian McKellen (one of the UK’s most famous actors) play Falstaff in Henry IV parts 1 and 2. Darren Bugg, Editor, The Customer Service Blog ……………….……. Better three hours too soon than a minute too late.”

Customer Service 77

Customer Service 77