Beyond Philosophy

NOVEMBER 10, 2014

A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%. A B2B Telecom reduced costs by 36% and increased revenues by 7%. So, there you have it.

Net Promoter Score 164

Net Promoter Score Customer Experience NPS CEM 164

Comm100

NOVEMBER 8, 2017

In this blog post, we’ll break down the habits of the pros and bring you their social media customer care secrets. The blog post is included in [eBook] The Definitive Guide to Social Media Customer Service. Be Proactive About Social Media Complaints. If someone leaves a complaint, waiting even a few hours can sour their mood.

Social Media 48

Social Media Customer Service Start-ups Sales 48

Comm100

MAY 31, 2016

Although it’s generally not your company’s fault if a package is lost, you should either ensure all packages (and either absorb the cost or change your shipping costs to reflect this), or replace them yourself. Blog, reports, and white papers. Respond to complaint emails. Replacing lost packages.

Retail 42

Retail Social Media Start-ups Customer Service 42

Intercom

MARCH 9, 2023

At Intercom, we’ve always shipped to learn. Only by shipping new features quickly can we get proper feedback, learn from it, and iterate again and again to better serve our customers. Over the past couple of months, we shipped a few AI-powered features to 160 customers. And so, naturally, that’s what we did with this new tech.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Intercom, Inc.

DECEMBER 18, 2018

Every now and then, a marketer will publish a blog post claiming email marketing is dead, usually shortly after the creation of a popular new tool or social media network. Here are some of the emails we send at Intercom: A weekly newsletter about the latest articles on the blog. Use confirmed opt-in to reduce spam complaints.

Start-ups 150

Start-ups Non-Profits Social Media Sales 150

C3Centricity

NOVEMBER 15, 2015

I was reminded of his talk because it has since been turned into an infographic on the TED Blog. In a great article entitled “ What an angry customer costs ” by Fred Reichheld, it is said that the cost to companies of haters or detractors is enormous. These five essential elements of remarkable brand stories are the result.

Social Media 48

Social Media Finance Customer Expectations Customer Service 48