CX Accelerator

DECEMBER 10, 2019

It quickly became overwhelming and the advice was plentiful: make SMART goals, track your progress weekly, break your goals down into smaller goals. I knew it wasn’t reasonable or sustainable to make my goals feel like work or require a lot of heavy lifting. Find her work on the Tin Cans & String blog!

Start-ups 182

Start-ups Gaming CX Customer Service 182

CX Accelerator

SEPTEMBER 16, 2022

If nobody has seen the research or the analysis, that’s a big red flag! Both are CX work, but knowing which work you’ll be doing will help set your expectations and guide your interview conversations. Know your limits, set healthy boundaries and protect your health and professional image. Back to CX Accelerator Blog

CX 208

CX Start-ups Finance Engineering 208

UJET

JANUARY 22, 2020

I like to consider myself a big foodie. I am also hoping to continue to grow our sales organization, bring amazing and talented people into the UJET family, and set up my team for both current and future success. UJET’s culture was a big part of my decision to join the company. What excites you about this opportunity at UJET?

Innovation 112

Innovation Technology Technology Sales 112

ClientSuccess

DECEMBER 5, 2022

Here are a few tips for setting up and running an effective CAB: • Get the right mix of individuals. Aim for a group of 10-12 customers that represent a variety of characteristics, including big names and lesser known influencers who are passionate about your product. Find customer champions.

Social Media 87

Social Media Start-ups Customer Satisfaction NPS 87

Totango

JANUARY 2, 2024

Year-over-year, we’ve actually seen that the percentage of merchants going live within the first 90 days of this program has increased 20% compared to the same time last year, so that was a big goal for us and something that we can point to the churn reduction piece,” Claire said.

Business Growth 100

Business Growth Customer Journey Map Gaming Sales 100

Totango

SEPTEMBER 1, 2022

SaaS QBR meeting agendas[LINK] typically cover: A review of progress toward goals established during previous quarterly business reviews. An analysis of factors contributing to performance, particularly any causing gaps between goals and performance. Updating goals, strategies, and KPIs to pursue future objectives.

Customer Journey Map 98

Customer Journey Map Artificial Intelligence Net Promoter Score AI 98

Totango

APRIL 18, 2023

Leveraging the power of AI, we can take a big step forward to boost productivity, reduce the time it takes to accomplish tasks, and adapt more quickly to new goals and contexts – and thus make customer success a significant growth engine for our companies. Register for the May 4th event here.

Innovation 99

Innovation AI Engineering Sales 99

Intercom, Inc.

JANUARY 30, 2019

We use Custom Bots to proactively engage with people coming to our marketing website and send them on the right customer journey based on their goals. The bots do different things based on the page they’re on and what visitors tell us about their goals. We have nearly 200 answers set up! Automating our sales and marketing.

Sales 117

Sales Start-ups Customer Satisfaction Technology 117

Intercom, Inc.

JULY 21, 2022

Ever since the beginning, our mission has been to make internet business personal, and the podcast has played a big role in that. We spent a lot of time and effort setting up that foundational system, making sure that our data was really good. You can hear or read the full interview on the Intercom blog. Here’s Andrew.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

Totango

DECEMBER 1, 2021

In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. When agile methodology is imported to a customer success context, it serves to optimize collaboration between success management teams and clients in order to deliver clients better outcomes aligned with their goals.

Innovation 97

Innovation Government Customer Journey Map Technology 97

Totango

AUGUST 12, 2020

Set Milestones. The customer onboarding experience begins on day one with a set of big-picture goals that show your customer that your product is value- and results-focused. Set Milestones. Milestones are a set of instructions for success. The very next goal should be for the customer to get to first value.

Start-ups 87

Start-ups Sales Customer Retention Voice of the Customer 87

Doing CX Right

SEPTEMBER 19, 2020

You finally find that perfect product, a new laptop, home fitness equipment, or maybe a gift for your partner on a big anniversary. Approaching with clear goals and a curious, rather than accusatory stance, will set the right tone. Take a few deep breaths, pause, and review what your goals are.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Beyond Philosophy

JULY 5, 2017

I was shopping for a graduation card the other day, and all of them seemed to say something like this: “Dream big and reach for the stars, your goals are within reach and you are on your way to an amazing future.”. I don’t mean to suggest that you shouldn’t set high standards. And how do you know when you’ve achieved “Wow?”.

Start-ups 129

Start-ups Customer Experience Sales 129

Intercom, Inc.

MARCH 1, 2018

I recently hosted Joel on our podcast to learn more about the root cause of subverted design, the shifting responsibilities of a designer, how to make a big impact with small design changes and much more. But one side effect has been a tendency to measure a designer’s worth based on how they meet business goals , rather than user needs.

Start-ups 209

Start-ups Engineering Government 209

Intercom, Inc.

OCTOBER 13, 2021

Jane took the feedback they got from the PM team, tweaked and expanded the ladder from associate PM to principal PM, created an entirely new manager ladder for GPMs, and rounded up resources for employees to have meaningful conversations with managers about their career goals. We also use them when we’re hiring. Beyond chasing outcomes.

E-commerce 118

E-commerce Start-ups Hospitality Hospitality 118

Intercom, Inc.

OCTOBER 22, 2019

Before you start looking at individual channels, flows and message types, it’s important to take a step back and look at the big picture of your entire onboarding experience. The true overall goal of your onboarding shouldn’t be to get customers to sign up or start paying for your product. Set your users up for long-term success.

Start-ups 200

Start-ups Customer Retention Touchpoint Education 200

Intercom, Inc.

OCTOBER 5, 2022

Someone who has just taken on a big leadership project, on the other hand, is not going to need lots of 101 information. I’m not saying that a lot of conflict is necessary to lead the team, but I just want to set expectations. “That’s the goal of the observation part – for us to get on the same page.

Engineering 118

Engineering Gaming 118

SurveySensum

JANUARY 17, 2024

And to help you level up your customer feedback game, this blog will discuss the 11 customer satisfaction survey design strategies! Identify Your Survey Objectives and Goals 1. Setting Measurable Goals for Customer Satisfaction: Once you know why you’re launching the survey, it’s essential to set KPIs that can be measured.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Zendesk

NOVEMBER 1, 2021

Customer success (CS) teams focus on understanding customers’ goals and helping clients achieve their desired outcomes with a purchased product or service. They strive to help customers reach their goals with the company’s product or service and to build a strong, long-term relationship. Customer success teams.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

Intercom, Inc.

SEPTEMBER 6, 2022

By shrinking the size of each step, we tighten the feedback loop and set ourselves up to learn and adjust much faster if we need to. Smaller changes let us focus our attention on incrementally reaching your goal, and not get too caught up in ensuring each change is perfect.

Engineering 138

Engineering Start-ups Gaming Sales 138

Beyond Philosophy

NOVEMBER 1, 2017

Big banks have proven yet again that they cannot be trusted to do what is best for the consumer. A bank can keep charging improper fees, or setting up fake accounts, or whatever else it can think of, because it knows that a consumer won’t follow through when only a small amount of money is involved. And this time, the U.S.

Customer Experience 110

Customer Experience CX Sales 110

CX Accelerator

JULY 1, 2019

Jax was 5 years old when my daughter called me in tears to tell me, Jax, jumped out of the cart at the local big box store, ran through the aisles, out the door and through the parking lot before she caught him safely in her arms. In the blog post, The No. " - Joanna (Office Space, 1999) Back To CX Accelerator Blog

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140

Intercom, Inc.

MARCH 2, 2018

In the very early days of any SaaS business, you will employ numerous marketing tactics to acquire your first customers: blog posts, paid advertising, landing pages, hero videos, webinars, everything but the kitchen sink. The goal was simple: to create and distribute content for our new customers to help them get the best out of our product.

Education 218

Education Start-ups Sales Customer Acquisition 218

Intercom, Inc.

SEPTEMBER 26, 2019

Same for the other big ones that I talked about. Those are big amazing companies. The upside of having this big two-sided marketplace and extending your product into tons of different products with an API is quite large. What boxes do they need to check to set them up for success? But are they platforms?

Start-ups 170

Start-ups Compliance Innovation Government 170

Intercom

MARCH 22, 2023

Localization is a major part of that goal. Localization is a step-by-step process As Lokalise’s Head of Digital Growth, Emīls Vēveris, wrote on the Intercom blog , “for localization to be most efficient, best practice dictates that it should be an ongoing process.” What is localization?

Customer Service 59

Customer Service AI Customer Experience 59

Intercom, Inc.

FEBRUARY 14, 2018

People in our team have come from a wide range of other companies, from the big companies like Google and Facebook to other growing startups, and lots in between. They are big, great for workshops, for putting design work up on the walls. But maybe I’m biased. We asked everyone whether it was indeed special, and if so, what made it so.

Engineering 188

Engineering Start-ups Sales Technology 188

SurveySensum

SEPTEMBER 26, 2023

In this blog, we’re going to unveil 11 proven strategies that product managers like Sarah can employ to turn the tide in their favor. If your customer’s initial interaction is positive then it can build a positive impression, establish trust, and set the stage for continued product adoption. Keep it short, simple, and easy.

Customer Retention 52

Customer Retention Start-ups Sales Customer Expectations 52

Callminer

AUGUST 1, 2017

Simply institute daily and weekly goals to reward employees with small items such as lapel pins or fidget toys for hitting or exceeding those goals. Being responsive, setting follow-up reminders, and doing what you say you are going to do increases customer acquisition and helps the center run more efficiently.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Totango

AUGUST 21, 2020

It means prioritizing your customers’ satisfaction and ensuring they are always progressing toward their goals. Customer success is often mistakenly conflated with other business methodologies, so it is important to know the difference and what sets customer success apart. Customer Service Vs. Customer Success.

NPS 78

NPS Sports Customer Retention Sales 78

Kerry Bodine

DECEMBER 30, 2020

The two main differences: 1) Customer journeys align with your customers’ goals or tasks — lifecycles don’t. Read this post to understand why you need to set lifecycle diagrams aside when journey mapping. So, it’s no big surprise that our post on how to use said template is also a hot item.

Customer Experience 90

Customer Experience Customer Journey Map Touchpoint Start-ups 90

Taylor Reach Group

APRIL 9, 2020

Just as you shouldn’t put off going to the gym until you lose weight, you shouldn’t put off improving your CX until you’ve put together a big budget. Lay out the goal of the session and set a specific timeframe for the discussion. This is the beginning of a compelling cost/benefit analysis!

CX 173

CX Contact Center Start-ups Customer Experience 173

Zendesk

MARCH 22, 2021

B2B customers are looking for something that is going to align with their goals, objectives, and initiatives,” Sivesind says. By advertising your relationship with big-name brands, you establish your company’s credibility and capacity to provide enterprise-level solutions. How to create an effective customer testimonial.

B2B 98

B2B Entertainment Start-ups B2C 98

Intercom, Inc.

AUGUST 13, 2019

It was a how-to guide of sorts, aimed at back-to-the-land hippie types who were beginning to move away from cities like San Francisco and set up communes. The big insight a lot of us had in the 1970s had to do with the importance of putting that tool in the hands of individuals.” The magazine’s slogan was “Access to tools.”.

Manufacturing 223

Manufacturing Technology Technology Start-ups 223

Intercom, Inc.

FEBRUARY 21, 2019

It’s not easy to change, and so those small decisions actually can be the reason why they’re missing their goals and not hitting their business targets. To me that’s really authentic selling, but the reality is most sales reps don’t do that because they have really big targets to hit. It really depends.

Education 123

Education Start-ups B2B Sales 123

SurveySensum

SEPTEMBER 5, 2023

Dive into this blog to explore 11 actionable insights and uncover the full potential. This ensures timely issue resolution, with a goal of maintaining a turnaround time of less than 24 hours. You can create an enjoyable setting wherein users not only extract value from your product but also feel a sense of accomplishment in doing so.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Beyond Philosophy

JUNE 17, 2019

It’s lucky we got in before the big dinner rush. Servers are rewarded for advancing these goals, and they are not trained or encouraged to respond to customers’ social cues. And employees must be empowered to respond to individual situations instead of sticking to a set script or set of behaviors in every situation.

Start-ups 121

Start-ups Gaming Customer Experience 121

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Setting foot in a physical store has become completely optional. The goal is to nurture customers with care so you can be sure they will spend money at your business for years to come.

Customer Satisfaction 101

Customer Satisfaction B2C B2B Customer Relationship 101