CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp.

CX 208

CX Education Social Media Government 208

Execs In The Know

APRIL 7, 2024

By Lilith Shoemaker, Staff Writer As an agent, I understand the customer-facing side of the service experience better than most. WFM gives us agents the ability to bring needs together to improve the customer experience, get the resources we need to do our job well, and achieve the best work-life balance possible.

Scorecard 52

Scorecard Start-ups Education Customer Experience 52

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

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp.

CX 182

CX Education Social Media Government 182

Fonolo

MARCH 16, 2021

Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Contact Center Trends 2021.

Contact Center 125

Contact Center Social Media Customer Satisfaction Omnichannel 125

Beyond Philosophy

NOVEMBER 16, 2016

Customers noticed the change, but not in a good way. Customers voiced their displeasure on their Facebook page and all over social media. The company that produces Toblerone bars is Mondelez International. Hence, the gap between the peaks that outrages customers—and reflects poorly on their brand. What business doesn’t?

Social Media 167

Social Media Customer Loyalty Customer Experience CX 167

Execs In The Know

APRIL 26, 2023

To ensure that organizational transformation is a successful undertaking, it is important to understand not only the benefits but also how to overcome potential pitfalls. Organizational transformation is a hot topic for CX leaders and business executives alike. And that’s where organizational transformation comes in.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B B2C Customer Experience Net Promoter Score 108

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. And working at G2, she has access to a lot of data about what people are looking for.

B2B 118

B2B Education Start-ups Agriculture 118

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Intercom, Inc.

MARCH 15, 2018

As a startup scales, the importance of infrastructure engineers simply can’t be overstated. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. What follows is a lightly edited transcript of our chat. product called Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Shep Hyken

JULY 26, 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. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR

Customer Service 92

Customer Service Customer Retention Contact Center AI 92

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. Andrey explains why embracing the professional services sector in a unique way has paid dividends.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. In today’s dynamic financial landscape, providing exceptional customer support is crucial for the success and reputation of financial institutions.

Contact Center 52

Contact Center Compliance Social Media AI 52

Steven Van Belleghem

FEBRUARY 24, 2021

Pat Flynn is a blogger and internet marketer most famous for his blog Smart Passive Income. Simon Sinek’s ‘Start With Why’ is to this day one of my favourite concepts. Simon originally ‘just’ wanted to understand why some people and organizations are more innovative, more influential, and more profitable than others?

CX 98

CX Customer Experience Social Media Innovation 98

Intercom, Inc.

SEPTEMBER 1, 2021

That’s why some of Intercom’s first marketing hires were product marketers and why we’ve had a “seat at the table” from the early days of the company. . In fact, only 4% of PMMs think other teams in their company fully understand what they do. . At Intercom, we believe the best products are built with the market in mind.

Start-ups 138

Start-ups Sales Gaming 138

Beyond Philosophy

MARCH 9, 2018

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment.

Transportation 178

Transportation Customer Experience 178

SurveySensum

JANUARY 24, 2024

Along with success, Alice also saw a plethora of feature requests from her customers, including her high CLV customers. So, what strategies did Alice adopt to streamline this process? What is a Feature Request? Initially, Alice was excited about these feature requests from the product feedback surveys.

Sales 52

Sales Customer Feedback Start-ups CX 52

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. First, we’ll review the onboarding process and why it’s crucial.

Customer Journey Map 93

Customer Journey Map Close the Loop Start-ups Technology 93

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. You’re Not Alone.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Beyond Philosophy

JANUARY 20, 2020

The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . It starts by getting past people’s preconceived notions of what they are willing to do. There are ways to overcome these habits. Suppose I want you to give me $100.

Start-ups 178

Start-ups Sales Manufacturing Customer Loyalty 178

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. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Hodusoft

JULY 3, 2023

When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. What is Average Handle Time (AHT)?

Contact Center 52

Contact Center Customer Satisfaction Customer Relationship Management Start-ups 52

Helpt

FEBRUARY 14, 2024

This blog post will illustrate the basics of DDDM, tracing the transition from traditional decision-making approaches to the data-centric ones in place today. The Rise of Big Data in Business So what’s the lesson to this story? However, even with a near-infinite amount of data, businesses still need to figure out what to do with it.

Machine Learning 52

Machine Learning Social Media Data Mining Artificial Intelligence 52

Beyond Philosophy

JUNE 22, 2018

This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. When the employee asks what size drink you want, how many of you say, “the medium one?” Getting Your Customer to Choose Your Option. The Predictability of Choosing the Middle.

Customer Expectations 144

Customer Expectations Sales Customer Experience 144

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? Believe me, I’ve been there.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Intercom

MARCH 9, 2023

Imagine a customer service team with high turnover and low tenure across the board. Your customers will only ever speak to people who haven’t had the necessary time or mentorship to become experts. They’ll receive continuous poor service, become frustrated, and – despite your great product – churn.

Customer Service 59

Customer Service Engineering Start-ups Education 59

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

Intercom, Inc.

AUGUST 18, 2022

Sarah Dayan is a staff engineer at Algolia , a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API, and the host of two tech podcasts: Developer Experience and Entre Devs. But going into staff plus roles is another beast entirely. It was love at first click.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Beyond Philosophy

MAY 31, 2019

However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. When I go in, we have a chat and a laugh. How Memory Works.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Beyond Philosophy

MARCH 3, 2015

What is the point of doing research is you are not going to do anything with it? It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago. Why are you delivering this presentation like you don’t care?” And then, guess what? Let me give you an example.

Customer Experience 146

Customer Experience Customer Expectations Customer Service 146

Aquire

AUGUST 30, 2021

What does a small business like that do better than other businesses? If we had to pick one thing (apart from freshly baked goods), it’d be personalized customer service. Thanks to their lower sales volumes, small businesses can easily get to know who their customers are and what they want.

Customer Service 98

Customer Service Omnichannel Social Media B2B 98

Beyond Philosophy

OCTOBER 12, 2016

So why this sudden interest in whether we watched all 14 seasons of ER or returned the Samsung Galaxy S5 Phone Case? When you make something personal for a customer, you start to create an emotional relationship with your product or service. We live in the data age. Data is collected about our personal behavior everywhere.

Start-ups 167

Start-ups Innovation Customer Loyalty Technology 167

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71