Intercom, Inc.

FEBRUARY 5, 2018

Giving designers an inside look into how you work. Even if your company has a strong mission , a learning culture with smart people to learn from and lots of growth opportunities, it’s very difficult to know what it’s like to work there by reading your job listing and looking at your marketing website.

Start-ups 217

Start-ups 217

Futurelab

MARCH 20, 2022

These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. I was particularly intrigued to understand some of the emerging trends in the marketplace around customer expectations and the experiences overall. You will need to fix that.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. PeopleMetrics LIVE!

CX 133

CX Customer Experience CEM Customer Feedback 133

Intercom, Inc.

OCTOBER 2, 2018

What you’re experiencing is the result of almost a year’s work, designed not just to showcase the breadth of content we publish, but to make it easy for you to discover and consume it. While other parts of our website had evolved to reflect those new realities the blog remained a relatively basic WordPress setup.

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

Intercom, Inc.

JANUARY 3, 2020

There’s a lot riding on what our bots say – and how they say it. Of course, there’s no one right way to design a chatbot. That said, there are a few rules that will help you get more value from your bots and deliver better experiences for your customers. In it, he argues that bots and humans are good at different things.

Start-ups 222

Start-ups Customer Relationship 222

ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences. So, what does it mean to be a customer-centric leader?

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

Totango

APRIL 1, 2022

When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. However, you can’t provide valuable and consistent experiences with disconnected systems and siloed teams.

Customer Experience 122

Customer Experience Start-ups Sales 122

Logicalware

FEBRUARY 1, 2022

UX Design is all about understanding your users’ needs and creating products that are intuitive and accessible. In this blog, Puzzel UX Designer Marc Fenton explains the design process and what Puzzel’s UX team has been up to lately. I distinctly remember thinking ‘What the hell is UX Design?’,

98

98

Inside Customer Service

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. In my experience, it takes an average of two years. Is burnout gripping your contact center? That spells trouble for contact centers.

Contact Center 213

Contact Center Start-ups Customer Service 213

Intercom, Inc.

JUNE 22, 2018

Or, in Ruby: Using this method to find similar posts on this blog to “How the support team improves the product,” you’ll get the following top 10: How to launch with a validated idea. Designing first run experiences to delight users. How to hire designers. The dribbblisation of design.

Machine Learning 223

Machine Learning Start-ups Customer Feedback 223

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. So, what to do with this list? Well, that’s exactly what you might experience when you interact with the employees in Arlington, TX.

Customer Service 129

Customer Service Government CX Start-ups 129

SurveySensum

DECEMBER 5, 2023

Did you know that a staggering 62% of people navigate away from websites simply because of unattractive website design? This is a stark reminder of how crucial it is for websites not just to attract but also to retain visitors through a well-crafted design. This is where the website design feedback survey comes in.

Customer Feedback 52

Customer Feedback CX Customer Experience 52

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. This mailer could be another opportunity to try something new.

Customer Experience 177

Customer Experience Start-ups Customer Relationship Management Customer Relationship 177

Beyond Philosophy

OCTOBER 2, 2017

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. What are these 3 remarkable trends with so much power and clout?

Customer Experience 229

Customer Experience Customer Loyalty CX Customer Survey 229

Totango

MARCH 25, 2022

Having your design systems separate from your run systems means that the design stage of your customer journey is disconnected from the rest of the process. What is Canvas? Plus, our modern drag-and-drop tool, called Tracks, makes it incredibly simple and intuitive to design and build winning customer journeys.

Customer Experience 99

Customer Experience Customer Journey Map Finance Start-ups 99

Intercom, Inc.

APRIL 30, 2020

Our new programs are designed to help all of us partner even more closely, so that together we can help businesses build better and more personal relationships with customers. That’s what we’ll do as partners. Take Typeform’s experience. Here’s how they work. Turn your app into a powerful partnership.

Sales 223

Sales Start-ups Customer Relationship Technology 223

Customer Think

OCTOBER 20, 2021

I’ve spent some portion of my career with product designers. It has given me the opportunity to hang out with a lot of interesting people, whether they designed automobiles, airplanes, mobile devices, buildings, or even fashions. Rethinking The Customer Buying Experience.

Customer Service 73

Customer Service Innovation 73

Totango

APRIL 25, 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. Here are a few things that your CS platform should provide in order to help you optimize your customer journeys and deliver exceptional customer experiences every time. .

Start-ups 88

Start-ups Sales Customer Experience 88

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. 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

Totango

MAY 13, 2022

Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The right customer engagement software can optimize your onboarding process and help promote experiences that lead to customer renewal. First, we’ll look at what customer engagement systems do and why you need one.

Artificial Intelligence 106

Artificial Intelligence Social Media Sales Customer Service Sales 106

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

SurveySensum

JANUARY 17, 2024

That means companies need to catch up on what two-thirds of customers think. Ensure the questions resonate with the customer’s experience and send surveys at moments when they can engage with them effectively. 11 Best Practices for Seamless Customer Satisfaction Survey Design 1. Let’s get started.

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

SurveySensum

MARCH 12, 2024

What makes a survey truly an experience? And what helps in creating such highly engaging and SMART surveys? So with an impeccable survey design , coupled with survey logic, there is nothing that can stop you from avoiding low survey completion rates and inaccurate data. What is Survey Logic? Enter Survey Logic.

Start-ups 52

Start-ups Actionable Insights Retail Gaming 52

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. If you’re reading this blog post, you are probably one of them. That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

PeopleMetrics

APRIL 15, 2021

In this session, we review 9 key differences between transactional and relationship surveys, share example survey questions, and explain how to use both types of surveys to measure, manage and improve customer experience. Discover our award-winning Customer Experience (CX) blog: [link]. The best VoC programs use both.

Net Promoter Score 118

Net Promoter Score Customer Survey VOC Customer Feedback 118

SurveySensum

FEBRUARY 13, 2024

What if I told you there’s a secret weapon that works like magic? That secret weapon makes your website or app easy and enjoyable for people – we call it a Better User Experience! But here’s the flip side: Did you know that a whopping 88% of users won’t return after a bad user experience?

Gaming 52

Gaming Social Media Customer Feedback Customer Satisfaction 52

Logicalware

FEBRUARY 20, 2024

In our recent blog post, “ Mastering Conversation Orchestration for Enhanced Customer Experience, ” we explored the fundamentals of orchestrating conversations to create seamless customer experiences. What is journey orchestration? This can damage the customer experience.

Omnichannel 52

Omnichannel Social Media Touchpoint Start-ups 52

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. And let’s not forget the powerful new SuccessBLOCs designed to maximize team productivity and drive community engagement. These behaviors will guide our strategy as we continue to evolve and innovate.

Business Growth 115

Business Growth Innovation AI Start-ups 115

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Intercom, Inc.

DECEMBER 19, 2018

“The journey from startup to scale-up is a fascinating story, and we thoroughly enjoy sharing our perspective, our insights and our experiences” The journey from startup to scale-up is a fascinating story, and we thoroughly enjoy sharing our perspective, our insights and our experiences as we continue on that journey.

Engineering 150

Engineering Start-ups Gaming Sales 150

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? This is what businesses need to survive in today’s environment. What was the goal of the project? Closing communication gaps.

Sales 91

Sales Start-ups Gaming Customer Satisfaction 91

PeopleMetrics

OCTOBER 19, 2021

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. Discover our award-winning Customer Experience (C X) blog: [link].

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

Intercom, Inc.

JANUARY 16, 2020

But what happens when you take away the constraints of an actual whiteboard – the location, the space, and the time? In our discussion we unpack what this means for them as a company and for their customers. We hear how sharing the pain that your customers experience is key to understanding it. A virtual whiteboard on steroids.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. They demand a satisfying digital experience or they’ll take their business to a competitor who can deliver it. Why Do You Need to Elevate Customer Experience? customers say most companies need to improve the experience they deliver.

Customer Experience 106

Customer Experience E-commerce Technology Technology 106

Totango

JULY 28, 2021

Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. In this blog we’ll share five of the most important best practices for hiring a customer success manager. What Is a Customer Success Manager?

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Comm100

OCTOBER 17, 2023

What is customer service automation software? Customer service automation software are tools designed to automate and streamline customer support processes, often powered by AI. Improved customer satisfaction : Quick and consistent responses can enhance the customer experience.

Customer Service 76

Customer Service Social Media Omnichannel AI 76

Customers That Stick

JANUARY 7, 2020

Our first official blog post of the 2020s. What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership.

Gaming 88

Gaming Customer Experience Customer Service 88