Customer Bliss

NOVEMBER 3, 2016

Customer analysis is no doubt an important topic in CX. We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. The power of the customer room: Visual storytelling. The customer room is set up as an experience.

Customer Journey Map 68

Customer Journey Map Touchpoint Engineering CX 68

CX Journey

NOVEMBER 17, 2015

You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it. Hold that thought for a moment; let’s talk about the stakeholders first. Which stakeholders?

Customer Journey Map 83

Customer Journey Map Touchpoint Customer Feedback Customer Experience 83

Customer Bliss

MAY 5, 2016

While teamwork and collaboration is no doubt important in business, most of the day-to-day work that most employees do tends to be either (a) individual or (b) within their silo. If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced.

Customer Experience 73

Customer Experience Scorecard Innovation CX 73

Zendesk

JUNE 9, 2022

This business should have invested in an omnichannel customer experience, which would have united online and offline channels—and likely resulted in a sale. But according to the Zendesk Customer Experience Trends Report 2022 , only a third of companies are omnichannel. You decide it’s best to try it on first, so you head to the store.

Omnichannel 98

Omnichannel Social Media CRM Sales 98

PeopleMetrics

APRIL 24, 2015

In working with CultureMetrics clients, we’ve found the common painpoint for many companies is the “How We Work Together” dimension. But if we want to improve how we move customers through our businesses, then we need to focus on how we work together. So would the ways in which they fit together. Organizational Chaos.

Net Promoter Score 110

Net Promoter Score Customer Experience Sales B2B 110

Intercom, Inc.

SEPTEMBER 3, 2020

Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. Between them they break down the process and share their collaborative way of working and how the customer voice remains central throughout the process – from initial feedback to a feature launch.

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

CX Journey

JUNE 19, 2015

Image courtesy of potiondesign Is your entire company - executives and employees alike - aligned with and around the customer? Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience? What tools or approaches have you been using?

Invoicing 71

Invoicing Customer Journey Map Hospitality Hospitality 71

Intercom, Inc.

SEPTEMBER 15, 2021

In this era of ever-increasing digital disruption and innovation, category design can be the ultimate business strategy for brands wishing to stand out from the crowd. And one of the biggest advocates behind the movement is author, columnist, and advisor Kevin Maney. and the Making of IBM , and The Two-Second Advantage.

Sports 205

Sports Start-ups CXM Innovation 205

Uplifting Service

MAY 24, 2023

And then, “What actually do we want to bring about?” Come on, let’s do this together. It starts by asking 3 key questions. Discover what they are in the video below. Plus, you’ll get to see how 4 exceptionally successful businesses launch their own transformations. First Name Last Name Email Count Me In! Look at that thing.”

Hospitality 40

Hospitality Hospitality Start-ups Engineering 40

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 1: Honor and Manage Your Customer Assets.

Engineering 54

Engineering Construction Business Growth Innovation 54

ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Remember the last complaint you heard from a customer?

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Customer Bliss

MAY 3, 2016

In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is Senior Vice President of Customer and Partner Experience at Northern Trust, based out of Chicago. Improving the partner and customer experience.

Customer Experience 74

Customer Experience 74

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth.

CX 44

CX Engineering Construction Business Growth 44

1 to 1

JUNE 8, 2020

Thankfully, customer experience futurist Blake Morgan brings more clarity in her latest webinar, Accelerating Digital Transformation to Enable Effortless Experiences. Here are five key takeaways on how to create an effortless customer and employee experience: #1: Make it customer-centric.

Machine Learning 29

Machine Learning Technology Technology Actionable Insights 29

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth.

CX 40

CX Engineering Construction Business Growth 40

1 to 1

SEPTEMBER 21, 2021

Customers are savvier, in more of a hurry, and increasingly want their interactions to be omnichannel. Customers are savvier, in more of a hurry, and increasingly want their interactions to be omnichannel. To truly align marketing and sales teams, team leaders must be committed to – and see the value in – working together, said Farr.

Sales 26

Sales Contact Center Artificial Intelligence CRM 26

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. Check Your Ego at the Door.

Finance 51

Finance CX CX Transformation Healthcare 51

Totango

MAY 7, 2024

Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. Both CS and Sales leaders agree: Retention is the #1 priority. But there’s a problem.

Sports 88

Sports Sales Net Promoter Score NPS 88

Intercom, Inc.

MAY 22, 2019

If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. But there’s a better way now. Short on time?

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Intercom, Inc.

JUNE 7, 2018

Today he’s the founder and CEO at GrowthHackers , whose software, community and annual conference help teams work together to drive breakout growth results for “must have” products and services. The North Star Metric is Sean’s way of quantifying the point where customers experience the value of your product. Short on time?

Engineering 196

Engineering Start-ups Non-Profits Gaming 196

Zendesk

NOVEMBER 16, 2021

Sales and customer service should be a natural fit. Both teams work to create successful customer interactions and move the company forward. Because sales and customer service (CS) teams are focused on different metrics, they rarely interact with each other. What are the differences between sales and customer service?

Sales 98

Sales Customer Service Non-Profits Start-ups 98

Intercom, Inc.

FEBRUARY 18, 2021

How can you serve the customer better? Last week, Intercom CEO Karen Peacock and our new CRO Leandra Fishman joined me for the inaugural event in a discussion series held by Inter-women – one of our internal community groups. We learn not just about what makes a good leader, but a good ally, a good colleague, and a good friend.

Start-ups 118

Start-ups Education Engineering Sales 118

Experience Investigators

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. Customer Journey Maps are a great resource, especially in times of change like these. To uncover duplication of efforts or ways our siloed organizations create inefficiencies or irritations for your customers.

Customer Journey Map 136

Customer Journey Map Start-ups Touchpoint Social Media 136

Zendesk

DECEMBER 1, 2020

Digital transformation was already vital to surviving in the ever-evolving digital economy and meeting the ever-increasing customer expectations it generates. But how to do it well often is—especially transformation supporting greater customer-centricity. Digital transformation and customer experience. That’s table stakes.

AI 98

AI Technology Technology Artificial Intelligence 98

Aquire

OCTOBER 13, 2021

New customer service trends seem to emerge every year, especially since online experiences became so important to customers. Keeping up can feel like quite the challenge, but it’s essential for meeting customer expectations in the long term. 9 customer service trends. 9 customer service trends. Read more.

Customer Service 90

Customer Service Social Media Omnichannel Artificial Intelligence 90

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Proving it with actions.

Sales 66

Sales Customer Experience 66

Ameyo Callversations

JANUARY 30, 2022

An omnichannel contact center brings together interactions across communication channels like voice calls, social media, email, chats in real-time, WhatsApp, etc., An omnichannel software empowers the agents to revert to customers from a single view, maintaining consistency in supporting customers across channels.

Contact Center 52

Contact Center Omnichannel Social Media Touchpoint 52

Intercom

MARCH 1, 2023

In today’s episode of Intercom on Product, Paul Adams , our Chief Product Officer, and I sat down to talk about our new product manifesto for the future of customer service and what it means for us. A lot has changed since we started Intercom over a decade ago. In the years that followed, as we now know, messaging exploded. Paul Adams: Hi.

Customer Service 64

Customer Service Omnichannel Start-ups AI 64

Kerry Bodine

NOVEMBER 15, 2017

We believe that you can’t outsource a great customer experience. How have you been able to overcome the silo mindset to get the full value out of the journey mapping exercises? How have you been able to overcome the silo mindset to get the full value out of the journey mapping exercises? How was that calculated?

Customer Journey Map 48

Customer Journey Map Contact Center Touchpoint Start-ups 48

Qualtrics

JUNE 30, 2020

We felt very strongly about that — the world is changing around us rapidly, but our customers still wanted to connect. We felt very strongly about that — the world is changing around us rapidly, but our customers still wanted to connect. Hear the full interview: Read full transcript. We realized people needed this moment. Access Now.

Start-ups 26

Start-ups Innovation Government Technology 26

Experience Investigators

MAY 15, 2024

The world is moving fast, and the customer experience world is no exception. These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support. There is no sole office or one sole individual that owns the experience anymore.

Customer Experience 52

Customer Experience Customer Journey Map Start-ups Touchpoint 52

Intercom, Inc.

MARCH 17, 2022

He found himself wanting to lend a helping hand to anyone struggling, to nudge communication along if it needed a bit of facilitation, and advocate for better ways of working together. It’s a lot easier for ideas to be well received if you bring up ways to improve X instead of trying to have everyone agree it’s a problem to begin with.

Start-ups 151

Start-ups E-commerce Gaming Sales 151

Intercom, Inc.

JANUARY 28, 2021

Amanda Renteria is a firm believer in this idea. In fact, it’s what’s been driving her in all her years as a public servant. She ran for the United States House of Representatives from California’s 21st congressional district in 2014 and for Governor of California in 2018. Feedback can’t just be incorporated every election cycle.

Government 249

Government Start-ups Innovation Technology 249

Intercom, Inc.

AUGUST 25, 2020

Isolated iteration by either side can result in confused messaging and a product that doesn’t deliver on what the customer wants or expects. By ensuring the external messaging is in sync with the internal product planning your opportunity for success and customer satisfaction is greatly increased.

Start-ups 238

Start-ups Engineering Sales B2B 238