Inside Customer Service

MAY 25, 2023

If you want to solve a customer service problem, go and see it. It's a process for observing employees doing their work to understand how they currently do things and what can be improved. You might worry employees won't be truthful if you observe them. Next, identify the employee or employees you'd like to observe.

Contact Center 175

Contact Center Start-ups Customer Service 175

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. The Secret Sauce for Increasing Customer Happiness. Your best plan of action?

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Intercom, Inc.

JULY 13, 2021

The only thing harder than designing a product is designing your career. For instance, the Design Career Index shows that 71% of design orgs don’t have a career progression framework. But if you don’t have a map for your career, then how do you know where you’re going? Many competencies we care about weren’t documented.

Scorecard 271

Scorecard Start-ups Engineering 271

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. ” These are not emotions, nor are they specific.

Artificial Intelligence 88

Artificial Intelligence Social Media AI Start-ups 88

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Lush’s approach is a great way to build customer trust through authenticity and empathy.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. This is one of the reasons consistent conversations with agents are so important.

Contact Center 88

Contact Center Gaming Customer Service 88

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 95

Customer Experience Net Promoter Score VOC Innovation 95

Shep Hyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. So, why would a customer terminate his or her relationship with you? . Apathy – Want to irritate a customer?

Social Media 141

Social Media Customer Service Sales Customer Loyalty 141

Experience Investigators

FEBRUARY 21, 2023

Finding Empathy In Customer Experience It’s easy to assume that empathy is one of those things…we should all know it, feel it, and share it. So the term empathy gets tossed around a lot in customer experience. But really, it’s about the customer FEELING that empathy. But what do we really know about it?

CX 98

CX Contact Center Healthcare Construction 98

Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. .

Net Promoter Score 210

Net Promoter Score Customer Satisfaction Customer Service 210

Intercom, Inc.

JULY 28, 2022

Those line charts showing fast-rising user acquisition or explosive ARR have been synonymous with the industry over the past decade. And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Inside Customer Service

APRIL 22, 2021

Customer service managers write a lot of procedures. The big challenge is getting employees to follow them. Employees forget. Customer experience becomes inconsistent. Here's a five step process for writing customer service procedures your employees will love. They get confused. And actually follow.).

Mystery Shopper 183

Mystery Shopper Customer Service Government Retail 183

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Crowded markets mean companies can no longer assume they are the only, or best, choice. Customers, too, expect more and will put their money where their values are.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Customer Bliss

AUGUST 30, 2021

Her mother and late father’s guidance were responsible for so much of who she would become, and of her success. So, after that trip, Nooyi initiated a practice that she continues today. Find & Hire People Who Align With Your Company Values. Show Humanity at Work. This, Nooyi reflected, made sense. Click To Tweet.

Start-ups 124

Start-ups CX Technology Technology 124

Inside Customer Service

JUNE 3, 2021

You can find past updates here. These experiences prove customers don't always have the clout they think they'd do. These experiences prove customers don't always have the clout they think they'd do. The uncomfortable reality is great customer service often requires leverage. What is customer service leverage?

Transportation 231

Transportation Start-ups Customer Service Sales 231

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experience to a completely virtual program – within three days. We were going remote. . We all laughed. .

Gaming 253

Gaming Engineering Start-ups Sales 253

Intercom, Inc.

MARCH 28, 2022

How do you set your business up for consistent, continuous growth? Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. When a customer reaches out with a question while they’re on a free trial, is that a support issue or a sales issue?

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. Too many organizations do not plan for a customer crisis, and I want to change that.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. However, today, this concept is essential and might be what saves your experience at a time when experiences need saving. Employee Experience is not a fad. Unfortunately, that isn’t my concept. Heskett, Earl Sasser, Jr.,

Sports 78

Sports Legal Start-ups Management Consulting 78

Inside Customer Service

APRIL 21, 2022

Someone who had never spoken to a customer. Saddling your employees with scripts like this is a terrible idea, though you might be scared to give them more independence. Saddling your employees with scripts like this is a terrible idea, though you might be scared to give them more independence. How are you today?"

Customer Service 159

Customer Service Start-ups Customer Experience 159

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. If this describes your organization, I hope you know how fortunate you are. Without action , customer experience becomes a nice platitude, but not a path to greater success. Your CEO wants the organization to succeed.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

RateMyService

MAY 2, 2023

Being nice and friendly can make all the difference At the heart of it, customer experience boils down to creating an emotional connection with your customers. By being nice, friendly, and genuinely caring about your customers, you can improve their experiences and build a loyal customer base.

Customer Experience 52

Customer Experience Customer Satisfaction Customer Expectations CX 52

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be?

CX 181

CX Start-ups Business Growth Engineering 181

ECXO

MAY 14, 2024

Sustainable Growth: By focusing on meaningful relationships, businesses can achieve more sustainable growth. Satisfied customers and partners are more likely to return and recommend, creating a virtuous cycle of growth. So, here are some strategies that businesses can adopt to make this transition a success!

B2C 52

B2C B2B Artificial Intelligence Non-Profits 52

Shep Hyken

APRIL 13, 2022

“Find a job you love, and you’ll never work a day in your life.” . Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. .

Customer Service 119

Customer Service Start-ups Customer Experience 119

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

Net Promoter Score 120

Net Promoter Score B2B Start-ups Customer Experience 120

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

Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. And who can blame them?

Contact Center 137

Contact Center Customer Feedback Start-ups Customer Satisfaction 137

Zendesk

FEBRUARY 2, 2022

Within moments, the woman was shouting at an employee. I stared, open-mouthed in shock as the employee burst into tears. Abusive customers are taking a toll on service teams. Here’s what you can do. One restaurant shut down for a “day of kindness” in July 2021 after customers brought staff to tears.

Healthcare 97

Healthcare Start-ups Customer Service 97

Customer Service Life

DECEMBER 14, 2020

The person behind the counter serving customers wasn’t moving particularly fast as he cared for one customer at a time. As we waited, we watched one customer lose patience, leave the line, get in her car, and go through the drive-through. He just focused on one customer at a time.

Contact Center 117

Contact Center Start-ups Customer Service Customer Experience 117

Intercom, Inc.

AUGUST 18, 2022

When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. As a staff engineer, a lot of your energy goes into cross-team collaboration for the vision and strategy.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Beyond Philosophy

DECEMBER 7, 2023

Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. He had a lot of interesting insights in terms of the interface between AI and human employees. He had a lot of interesting insights in terms of the interface between AI and human employees.

AI 88

AI Customer Experience Start-ups Education 88

Steven Van Belleghem

JANUARY 10, 2022

Customers don’t expect you to be perfect. Customers will never love a company until the employees love it first. If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers. Customer service shouldn’t just be a department, it should be the entire company.

Customer Experience 125

Customer Experience Gaming Government Start-ups 125

Experience Investigators

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams?

Touchpoint 52

Touchpoint Customer Journey Map Artificial Intelligence Customer Experience 52

Taylor Reach Group

MAY 14, 2020

If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it? How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? Connecting with employees is always step one. How does each one feel?

Customer Satisfaction 171

Customer Satisfaction Sales Contact Center 171