Intercom, Inc.

MARCH 15, 2018

Previously, Will was an engineering leader at Digg and then at Uber, where he scaled infrastructure engineering from a small team to more than 70. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. One of the blog posts was about this Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. Nearly every type of job contains a similar pathway through your first days and weeks, while you try to get to grips with the new reality of your working world.

CX 182

CX Education Social Media Government 182

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Anh Trinh is the Managing Editor of GeekWithLaptop. lose it and fight with the customer…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Intercom, Inc.

NOVEMBER 4, 2021

Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human. Kira Bundlie , Creative Copywriting Manager.

Start-ups 222

Start-ups B2B Customer Service 222

Intercom, Inc.

APRIL 19, 2018

The concept was the foundation for his popular talk and ultimately his classic, long-form blog post. Our team’s mission is to help Intercom evolve, scale and be trusted by every internet business in the world. Geoffrey: Today we’re talking about a philosophy that you’re extremely passionate about called Run Less Software.

Engineering 192

Engineering Technology Technology Start-ups 192

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

Execs In The Know

NOVEMBER 5, 2021

Execs In The Know recently held its Fall 2021 Customer Response Summit (CRS) event (October 18–22, 2021) featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations from these top brands: Williams-Sonoma, Inc. Michael Baker.

CX 52

CX Technology Technology Customer Experience 52

Beyond Philosophy

MARCH 9, 2016

Zig Ziglar, author and renowned speaker, said, “If people like you they’ll listen to you, but if they trust you they’ll do business with you.” So while this is an excellent concept, how do you make people like you and what’s more, trust you? I wrote a post about small talk , getting people to trust you.

Start-ups 113

Start-ups Sales CX Customer Experience 113

VOZIQ

MAY 8, 2023

Often, leaders focus on significant opportunities while working on retention strategies, but the truth is that the small, readily available retention opportunities to retain customers bring in the best results. This blog shows how technology can render services to improve the customer experience with a solution-driven approach.

E-commerce 40

E-commerce Customer Acquisition ML Machine Learning 40

VOZIQ

MAY 8, 2023

Often, leaders focus on significant opportunities while working on retention strategies, but the truth is that the small, readily available retention opportunities to retain customers bring in the best results. This blog shows how technology can render services to improve the customer experience with a solution-driven approach.

E-commerce 40

E-commerce Customer Acquisition ML Machine Learning 40

Taylor Reach Group

APRIL 9, 2020

To get them to tell you, you’ll need to gain their trust. Lead listening sessions with employees, making the groups small enough for everybody to speak but large enough so they can build on one another’s ideas. It is NOT your job to respond to every comment—the less you talk, the more you learn. What else can you do?

CX 173

CX Contact Center Start-ups Customer Experience 173

Zendesk

MARCH 15, 2021

While most hospitals have a good supply, it can still be tough for small health care facilities and regular citizens to pick up a cache of affordable, high-quality PPE. While most hospitals have a good supply, it can still be tough for small health care facilities and regular citizens to pick up a cache of affordable, high-quality PPE. “At

E-commerce 98

E-commerce Non-Profits Healthcare Hospitality 98

Aquire

AUGUST 30, 2021

What does a small business like that do better than other businesses? Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want. Think about a local bakery in your neighborhood (if you’re lucky enough to have one). Maybe the owner greets you by name.

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Totango

APRIL 1, 2021

92% of B2B buyers are more likely to purchase after reading a trusted review. ( 92% of B2B buyers are more likely to purchase after reading a trusted review. ( VP of Client Success at Small-Business, Verified Customer Review on G2. G2 Momentum Leader recognizes the fastest-growing software companies in their category. .

Actionable Insights 79

Actionable Insights Touchpoint B2B Engineering 79

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. It is important to understand the outcome and impact of every effort, big or small.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Trust and the Customer Experience Emotions are an important part of any customer experience.

Data Mining 131

Data Mining CEM Customer Retention Customer Loyalty 131

Intercom, Inc.

MARCH 11, 2021

If we can identify what those patterns are, then we can start to anticipate, “If they’ve reached out to us for issue A, we may as well talk to them about issue B and try and get ahead of that.”. On the surface, B2B customer support issues might look quite different from those of B2C. Great support is key for retention.

B2C 118

B2C B2B Social Media Start-ups 118

CX Accelerator

MAY 8, 2018

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. Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play?

Contact Center 160

Contact Center Start-ups NPS Education 160

Intercom, Inc.

APRIL 22, 2021

In this episode of Inside Intercom, Brian Scanlan , our own Principal Systems Engineer, sat down with Will to talk about all things s taff engineer – what it is, how to get there, and what happens when you progress beyond a senior engineering role. That question has been on Will Larson ‘s mind for a long time.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Beyond Philosophy

MARCH 10, 2015

You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. More serious mistakes could be that as a Doctor, you misdiagnosed a life threatening condition that results in serious consequences for your patient and his or her loved ones. We all make mistakes.

CEM 142

CEM Customer Retention Customer Experience Management Customer Relationship 142

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? Step 6: Start with small, manageable changes that can be implemented quickly. Transparency builds trust and shows that you value their opinions. How to analyze it? How to make it actionable? And how to respond to the customers?

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Zendesk

JUNE 15, 2021

SEMrush’s research shows that 88 percent of people have the highest level of trust in a brand when a friend or family member recommends it. To build trust with consumers, a customer advocacy program is key. In this guide to customer advocacy, we’ll explore: What is customer advocacy? How to build a customer advocacy program.

Sales 64

Sales Net Promoter Score Social Media CRM 64

Uplifting Service

MARCH 17, 2020

He stated: “It’s important that we contribute to fulfill our mission and be helpful to people in these uncertain times…Google has an important role to play right now…You’ve heard me talk about helpfulness in the context of moments big and small, this is one of those big moments.”. The health of people near you may be threatened.

Social Media 83

Social Media Government Innovation Gaming 83

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Trust and the Customer Experience. If organizations as reliable and well known as Target, Apple, Home Depot aren’t safe, who is?

Net Promoter Score 102

Net Promoter Score Data Mining CEM Customer Retention 102

SurveySensum

AUGUST 21, 2023

This highlights that initially, customers only spend a small amount compared to what they’ll spend over a more extended period. This blog aims to delve into this subject. This blog aims to delve into this subject. In such a scenario, retaining existing customers becomes even more challenging.

Customer Retention 52

Customer Retention B2B Close the Loop NPS 52

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Trust and the Customer Experience. If organizations as reliable and well known as Target, Apple, Home Depot aren’t safe, who is?

Data Mining 90

Data Mining Customer Retention Customer Loyalty Customer Experience 90

Intercom, Inc.

AUGUST 15, 2018

Building trust can be tough when you’re a new hire in a leadership position. He had to quickly determine which team members displayed a potential for leadership and teach them the fundamentals of management so they could make new hires and scale – without ruining the culture. Darragh Curran: Nick, welcome to Inside Intercom.

Engineering 141

Engineering Gaming Start-ups Machine Learning 141

Execs In The Know

APRIL 25, 2024

Then, why is it that when you interact with enterprise brands via self-service, you’re still talking to the same clunky chatbot or dialing random numbers to get through the IVR prompts? Forbes 2023 ] On the other hand, the demand is the highest it’s ever been with the Generative AI market size expected to reach $66.62 trillion by 2032.

AI 52

AI CXM Engineering Business Operations 52

Bill Quiseng

MAY 18, 2015

I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. People trust friends and family more than virtually any other information source; in fact, they’ll pay two times more attention to recommendations from friends than other sources. Be Proactive.

Customer Loyalty 156

Customer Loyalty Social Media Customer Satisfaction Customer Retention 156

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. It is important to understand the outcome and impact of every effort, big or small.

Close the Loop 52

Close the Loop Compliance CX Innovation 52

Intercom, Inc.

MAY 8, 2019

During the course of her time there, she’s seen HubSpot grow from a small, plucky startup into a billion dollar household name. What does this have to do with marketing? Well, in this day and age, the world of marketing can also seem similarly mysterious, except that new tactics and spaces are emerging every year instead of every 100.

Customer Acquisition 116

Customer Acquisition E-commerce Start-ups Gaming 116

CSAT.AI

SEPTEMBER 10, 2019

Examples of obfuscation: Hiding expiration dates, limitations and exclusions in the small print or overly long terms Omitting important information Ambiguous business practices and/or partners Using excessive legalese or confusing language Not disclosing how customer data in obtained and used. Authenticity and Transparency. Transparency.

Customer Relationship 52

Customer Relationship Customer Service Sentiment Analysis Touchpoint 52

Beyond Philosophy

MARCH 6, 2017

The people in the ‘recommendation cluster’ feel cared for and valued, and they trust your company enough to recommend you to a friend. When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. There are two major problems with this kind of thinking.

Hospitality 119

Hospitality Hospitality Social Media Customer Loyalty 119

ProProfs

MAY 30, 2019

Want to know how big and small brands are using quizzes as part of their marketing strategy? After reading this blog, you’ll know for sure. Customers tend to trust a brand more when they realize the brand cares about their opinions & considers their expectations or pain points. But a quiz is just for fun, you’d say.

Social Media 75

Social Media Start-ups Gaming Education 75

Customer Service Life

MARCH 5, 2018

This article was first published as a featured contribution on the ICMI blog on January 30, 2018. Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. Click here to read the original. In fact, failing to deliver on our reputation often fueled their fire. Here are the five reasons.

Innovation 60

Innovation Contact Center Machine Learning Social Media 60

Intercom, Inc.

NOVEMBER 6, 2018

Although focusing on the size of your pipeline is a good starting point, it ignores a whole host of other factors that are equally important, including the average value of the deals and how many of them will actually be won. But the biggest problem is that it overlooks the element of time. What is sales velocity?

Sales 120

Sales Start-ups 120

Beyond Philosophy

JANUARY 28, 2019

Many companies segment customers based on the amount they purchase, e.g., small, medium, and large. There are a lot of reasons for it, which I have shared before. We discussed these five areas in a recent podcast. I have assembled them here for your reference. 5 CX Concepts to Stay Ahead of the Competition.

CX 139

CX Net Promoter Score AI Artificial Intelligence 139