Fonolo

JULY 5, 2023

Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. What is Customer Perception? These are typically generational trends caused by new technology or information about a product. Why is Customer Perception Important?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Intercom, Inc.

JANUARY 18, 2023

” Chip Lay, Director of Product Strategy at Fullstory. Don’t get us wrong – they’re really important when it comes to customer retention, and we’ve covered them extensively in blog articles, podcast episodes, and even in our recently refreshed guide, The Onboarding Starter Kit. And where should you start?

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Intercom, Inc.

FEBRUARY 5, 2018

A few years ago I came out of a meeting with my product manager where we talked about the next feature we should build. Needless to say, we didn’t have a clear product strategy. To take my mind off things I opened my RSS reader and a post called “ Product strategy means saying no ” caught my eye.

Start-ups 217

Start-ups 217

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. showcasing, in our opinion, our strength of strategy and product offering for enterprise businesses. We’ve also added more ways to navigate your customer data and report on team productivity.

Business Growth 112

Business Growth Innovation AI Start-ups 112

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Outlook 113

Outlook Customer Satisfaction Customer Feedback Gaming 113

Intercom

JANUARY 11, 2024

Customer service teams need a data-driven approach to work with product in prioritizing what makes sense for the business and delivers value for the target. What follows is a lightly edited transcript of the episode. What inspired your passion for this field, and how has it shaped your career? .”

Customer Service 86

Customer Service CX AI Start-ups 86

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart.

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Totango

JANUARY 2, 2024

Christina started the conversation by sharing how, for CDK – a software solutions provider that helps automotive dealerships improve customer experience – data visibility and understanding how their products deliver business outcomes for their customers continue to be the main challenges for her team.

Business Growth 100

Business Growth Customer Journey Map Gaming Sales 100

SurveySensum

JANUARY 26, 2024

Intrigued, she navigated the website and product and finally placed the order. What is a Customer Journey? Each of the customer journey stages allows businesses to craft tailored experiences, ensuring that the customer feels seen, heard, and valued. So, what strategies do you need to use at this stage?

Social Media 52

Social Media Touchpoint Start-ups Customer Feedback 52

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. We still love that audience, but we now offer products for sales , marketing and support teams and have been going deep on those topics as well.

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

Intercom, Inc.

FEBRUARY 16, 2021

But does true originality exist in design or is it always influenced by what came before? So whether its originality of thought or artistic brilliance, the sheer scale of visual and conceptual input we experience on a daily basis can blur the lines between where your idea ends and mine begins. Not convinced? Explore visual elements.

Start-ups 283

Start-ups Transportation Innovation Technology 283

Intercom, Inc.

DECEMBER 28, 2022

But studies have shown that the majority of what is understood from a conversation isn’t in the words we use, but rather in non-verbal cues like body language, gestures, and tone of voice. We’ll be releasing the third edition of the Customer Support Trends Report and announcing it in the blog and newsletter very soon so watch this space.

Innovation 118

Innovation Customer Retention Machine Learning Customer Service 118

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. First, we’ll look at what customer journey B2B touchpoints are and which ones are most critical in the B2B customer journey.

Touchpoint 116

Touchpoint B2B Customer Journey Map Social Media 116

Zendesk

JUNE 28, 2023

While the technology shows obvious potential for helping businesses provide richer customer experiences, it also spawns concerns about the unknown. In this episode, Zendesk’s Cristina Fonseca , vice president of product, chats with host Nicole Saunders about the challenges and opportunities AI presents.

AI 96

AI Sentiment Analysis Technology Technology 96

Customer Think

DECEMBER 29, 2022

Reach the point where your products do not need service other than routine maintenance. If you have zero defects, then there should be no complaints on the product and the system. My comments on Service Recovery as Your Superpower. So often I hear having a service and doing a great service recovery is good for you.

Manufacturing 121

Manufacturing 121

Doing CX Right

SEPTEMBER 19, 2020

We dive deep into using emotional intelligence to have great experiences. You finally find that perfect product, a new laptop, home fitness equipment, or maybe a gift for your partner on a big anniversary. It isn’t what you expected. Clearly you are unhappy—or, really, irate—so, what do you do? Know what you want.

Customer Service 126

Customer Service Social Media CX Customer Satisfaction 126

Lumoa

AUGUST 18, 2022

Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. Many believe (and it makes sense) that customer experience can be any business’s unique value proposition against competitors. I mean, we get it.

Customer Journey Map 83

Customer Journey Map Close the Loop Customer Feedback Start-ups 83

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. First, we’ll consider why being customer-centric with your product development is so important in today’s digitized economy.

Customer Satisfaction 98

Customer Satisfaction Technology Technology 98

Zendesk

DECEMBER 14, 2023

Tom Eggemeier knows a thing or two about customer experience. “They knew everyone’s name, they anticipated what they needed.” “They knew everyone’s name, they anticipated what they needed.” “Over the last twenty or thirty years, it became impersonal, reactive.”

AI 69

AI Customer Service Retail Innovation 69

Totango

NOVEMBER 10, 2023

Whether you created it, partnered with it, or stumbled upon it—community for your product and your industry exists. What matters is what you do with it and how you make it flourish for your customers. It’s a false construct to say marketing, customer success or customer experience owns it. We hope so! At Totango Live!

Customer Journey Map 98

Customer Journey Map Construction Touchpoint B2B 98

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

Totango

JULY 11, 2023

We believe the flexibility and versatility of a composable CS platform is what sets Totango apart, making it easy for customers to get up and running quickly and providing them quick time-to-value. I appreciate the continued communication with our CSM to improve the product or make recommendations consistently!” — Ashley M.,

Customer Journey Map 83

Customer Journey Map Sports Innovation Touchpoint 83

Customer Service Life

FEBRUARY 10, 2020

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Beyond “buy 10 get one free”: What is customer loyalty? Thanks for continuing to read this blog.

Customer Service 149

Customer Service Contact Center AI Customer Loyalty 149

Totango

FEBRUARY 25, 2022

Have you seen what Totango is working on? In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution. Product usage and daily digital tools integrations. In-App messaging.

Gaming 95

Gaming Innovation Start-ups 95

Totango

MARCH 8, 2022

Here’s our guide to the top customer success communities in 2022 and what they have to offer. First, we’ll take a look at just what a customer success community is and what the benefits of being involved in one are. What Is a Customer Success Community? Any individual or company can start a customer success community.

Social Media 116

Social Media B2B Customer Loyalty Start-ups 116

TeamSupport

JANUARY 22, 2024

Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. What is Automation? Why Automate?

Customer Service 59

Customer Service B2B AI Innovation 59

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! To address this gap, we’re excited to announce the upcoming beta release of Totango In-App, a product designed to drive alignment and break down silos within organizations.

Customer Satisfaction 84

Customer Satisfaction Sales 84

The Customer Service Blog

APRIL 2, 2024

This was after experimenting with her own home-made natural products created on her kitchen table. She wanted to provide quality skincare products in refillable containers, sold with truth and integrity, rather than marketing hype. So what went wrong? Darren Bugg Editor, The Customer Service Blog.

Social Media 52

Social Media Retail Innovation Start-ups 52

ClientSuccess

JANUARY 3, 2023

To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. What Do We Do Better Than Others You Partner With? What is One Thing We Could Do to Create a Better Experience For You?

Net Promoter Score 81

Net Promoter Score NPS Customer Loyalty Innovation 81

Steven Van Belleghem

MARCH 23, 2022

If you want to hear our conversation, check it on my podcast channel or read the abridged version on my blog. Enjoy actually sends an expert to the customer’s house when they buy a new computer or a phone to explain every detail of that product to them from the comfort of their own home. You can have this experience wherever you are.

Retail 120

Retail Healthcare Start-ups CX 120

Totango

OCTOBER 11, 2021

Knowing what is driving customer adoption provides the information you can use to boost retention. For example, when your customer’s activity pattern indicates that adopting a new product feature would help them derive more value from your product, this can trigger an email with a tutorial link to be sent to them.

Education 96

Education Technology Technology Customer Service 96

Zendesk

AUGUST 9, 2023

Those investments can yield significant dividends: better morale, increased productivity, and higher levels of talent retention. In Member Services, the employee experience is the most important part of the customer experience,” he said. First, the support organization began revitalizing and expanding its knowledge base.

Artificial Intelligence 97

Artificial Intelligence AI Customer Experience 97

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market. What is Product Improvement?

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

Totango

SEPTEMBER 6, 2022

What Is a QBR? A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.

Technology 106

Technology Technology Customer Retention Customer Satisfaction 106

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

VOZIQ

NOVEMBER 20, 2023

If enhancing customer loyalty and driving sustainable growth is a priority for you in 2024, this blog is for you! Offering a 3-step AI-powered blueprint, it empowers CXOs to seamlessly integrate technology with human-centric approaches to navigate the intricacies of customer retention.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

ModSquad

APRIL 13, 2021

.” In fact, a recent survey suggests that companies value providing strong customer service more highly than providing a quality product or unbeatable prices. Learn what steps you can take to ensure your customers think of you when they envision a great ecommerce customer experience. The Importance of Mobile Optimization.

Customer Experience 119

Customer Experience Customer Loyalty Customer Service 119