Inside Customer Service

MARCH 31, 2022

I asked people on LinkedIn how long they thought new hire training should last, adding the caveat that I knew it was a trick question. Responses generally fell into two categories. They complain about not getting enough support. Some quickly leave. There was a lot of discussion.

Customer Service 162

Customer Service Contact Center 162

Kerry Bodine

JANUARY 29, 2019

million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000. So back in March 2018, we embarked on the task of scouring more than 400 randomly selected LinkedIn profiles of people who currently held a journey manager position. That’s not surprising: Compared to the 1.6 At Kerry Bodine & Co.,

Customer Experience 93

Customer Experience 93

Shep Hyken

JUNE 28, 2021

Be sure to check out the drop-down box that allows for the data to be broken up into different categories. Linkedin Pulse) Last month, Joseph Michelli shared “5 Things Service Professionals Should NEVER Say.”. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. by Joseph Michelli, Ph.D.

Customer Service 129

Customer Service Government CX Start-ups 129

Intercom, Inc.

APRIL 18, 2019

They didn’t know it at the time, but they had also created an entire business category: an on demand, short-term rental marketplace, which has shot the value of their business north of $38 billion. As the likes of Airbnb, Uber and Apple have found, creating an entirely new category can be a lucrative business.

Education 112

Education Start-ups Technology Technology 112

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Many emotions exist within those positive and negative categories, too. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions.

Artificial Intelligence 88

Artificial Intelligence Social Media AI Start-ups 88

Fonolo

JUNE 6, 2018

For those with even one foot in the digital doorway, chances are you may have heard some breaking news around the watercooler at the beginning of 2018: A revival is being planned for a well-known social networking platform: LinkedIn Groups. Please join us on our LinkedIn Group journey by visiting us here. The end goal?

Contact Center 75

Contact Center Engineering Technology Technology 75

Totango

JANUARY 19, 2022

Here are some tips for how to rock each of these categories and win that dream job. Beyond just exploring the company’s website, you need to look them up on sites like LinkedIn, Glassdoor and Crunchbase. Don’t be afraid to reach out to members of the CS industry on LinkedIn to ask for advice. Paint a Picture with Your Resume.

Start-ups 102

Start-ups Social Media Engineering Education 102

Intercom

NOVEMBER 3, 2022

In today’s episode, we sat down with Natasha to chat about managing remote teams, the challenges of creating a new category, and how planning software can help businesses create a more seamless, holistic customer experience. I think about when Intercom started, creating this category definition around live chat and the importance of that.

Start-ups 103

Start-ups Engineering Voice of the Customer Hospitality 103

Intercom

FEBRUARY 16, 2023

The six Cs – cost, convenience, category expertise, curation, community, and customization – are like ingredients to help businesses build meaningful relationships with customers. The six are cost, convenience, category expertise, curation, community, and customization. That’s what true category expertise is.

Retail 105

Retail E-commerce Artificial Intelligence Start-ups 105

Zendesk

JUNE 17, 2022

While there’s, unfortunately, no fast track to hockey-stick growth , there are some foundational best practices that can put you a step ahead of the competition, the VCs, and even within your entire category. For Carrot, that meant truly knowing their customers and their category.

Non-Profits 52

Non-Profits Start-ups Sales 52

Uplifting Service

JANUARY 22, 2020

Two different categories of value. Third category. But he created more… value in another category. And then there’s a fourth category. Four different categories of value. One category is the actual pizza or the actual financial products and the innovations that you create. You owe me money.

CRM 52

CRM Innovation Education Customer Experience 52

Kerry Bodine

JANUARY 29, 2019

million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000. So back in March 2018, we embarked on the task of scouring more than 400 randomly selected LinkedIn profiles of people who currently held a journey manager position. That’s not surprising: Compared to the 1.6 At Kerry Bodine & Co.,

Customer Experience 48

Customer Experience 48

Beyond Philosophy

DECEMBER 16, 2021

Unwritten rules exist about what is appropriate for that CPG category. It’s not a rule per se, but it is an unwritten and generally understood way that cereal boxes “should be” designed that helps to define the category and helps cereal customers understand what’s there. However, that is not what sells you.

Education 97

Education CX Customer Experience 97

Intercom, Inc.

JUNE 23, 2022

When we look at the top trending categories post-COVID, there are things like video conferencing and project management software, but cryptocurrency mining was actually the number one trending search term heading out of last year. We’re also on Twitter and LinkedIn. And I’m Amanda Malko on Twitter and LinkedIn , as well.

B2B 118

B2B Education Start-ups Agriculture 118

SugarCRM

APRIL 23, 2024

Jill stated, “So there’s this whole new category of what I’m calling partner-tech. Partner-tech is a strategy and a category.” 3. Lean on Your Partner Networks Your business partners are your biggest advocates as you continue to operate in an increasingly competitive market.

B2B 29

B2B Sales Innovation Social Media 29

Confirmit

JULY 16, 2019

And, if you are entering the AIR Projects and Innovation category, we ask that a significant part of the project is run on Confirmit technology. What are the categories? We have three categories available to enter. Can we enter more than one category? The awards are exclusively open to Confirmit clients.

Innovation 40

Innovation Voice of the Customer Technology Technology 40

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. When you create your own category , it can be tough to gain traction because potential customers simply don’t realize they need you. Nico: Definitely.

Finance 162

Finance Engineering Sales B2C 162

Beyond Philosophy

JULY 14, 2022

Wordplay falls in this category, too. If you have a business problem that you would like some help with, contact me on LinkedIn or submit your pickle here. ” The expectation was that he would make a joke about what he learned about his ancestry, but instead, he takes you in a different direction. . There you have it.

Contact Center 165

Contact Center CX 165

SugarCRM

APRIL 23, 2024

Jill stated, “So there’s this whole new category of what I’m calling partner-tech. Partner-tech is a strategy and a category.” 3. Lean on Your Partner Networks Your business partners are your biggest advocates as you continue to operate in an increasingly competitive market.

B2B 26

B2B Sales Innovation Social Media 26

Help Scout

JULY 13, 2021

LinkedIn’s dark design Professional network LinkedIn has famously pushed the boundaries of dark design patterns. One such design resulted in thousands of people being bombarded with “Join LinkedIn” emails seemingly sent by their friends. Dan Schlosser catalogued them a few years back. How Bare you?

Customer Service 136

Customer Service Social Media Start-ups Customer Satisfaction 136

Customer Experience Matrix

APRIL 27, 2020

So, after much pondering, I came up with a vastly simplified version that collapsed the 19 systems in the original model into three categories, and only required each use case to have a specified number of systems in each category. You can reach me through LinkedIn here. Needless to say, I’m interested in feedback.

Gaming 75

Gaming Government Start-ups Technology 75

Confirmit

JULY 29, 2018

If you enter the AIR Projects and Innovation category, we ask that a significant part of the project is run on Confirmit technology. What are the categories? We have three categories available to enter. Can we enter more than one category? Who are the awards open to? The awards are exclusively open to Confirmit clients.

Innovation 40

Innovation Technology Technology 40

Beyond Philosophy

APRIL 16, 2022

One of the biggest problems that I see in customer segmentation, besides timeliness, is that the categories do not get into why customers buy. Often organizations choose broad categories to the segments, like how much business they represent to the organization or what type of widget they buy, to group like customers together.

Construction 26

Construction Management Consulting Customer Experience CX 26

Beyond Philosophy

MARCH 10, 2022

For most of us, barbershop quartet is not a category on our music streaming services. If you have a business problem that you would like some help with, contact me on LinkedIn or submit your pickle here. Still, the kicker for improving enjoyment is that they cannot attribute how they got surprised. There you have it.

Manufacturing 97

Manufacturing CX Customer Experience 97

Beyond Philosophy

OCTOBER 12, 2016

As winners of the Cannes Lions Innovation Category with Data Storytelling, they created The Emotional Trailer : The team condensed each of the foreign films into the emotions well-respected critics reported feeling, using smartwatches and a smartphone app over the two- hour film to a trailer length simulation of emotions.

Start-ups 167

Start-ups Innovation Customer Loyalty Technology 167

SugarCRM

JULY 11, 2022

At its inception, the “lifestyle benefits” category did not exist. Creating a New Category. And with an unproven product and little revenue in an undefined market category, the common wisdom would be to reduce spend, slow growth, and prepare to weather the storm. But that’s what truly bold entrepreneurs do.

Start-ups 26

Start-ups Sales Customer Experience 26

Win the Customer

JULY 22, 2016

A website that sells dolls won’t get anywhere if they try to market to the massively broad doll category. A solo artist might have a LinkedIn profile, Facebook page and Twitter account to promote themselves. A large gallery may not need LinkedIn, but they might find utility in sites like Tumblr, Pinterest and Instagram.

Social Media 75

Social Media Construction Engineering Technology 75

Fonolo

MAY 29, 2018

It also celebrates industry leaders via its CCW Excellence Awards in categories including CX Leader of the Year, Best in Class Contact Center, Best Contact Center Culture, and CX Innovation of the Year. For live updates, media, and insights from the show, follow Fonolo on: Twitter , Facebook , and LinkedIn. by visiting Booth #709.

Contact Center 52

Contact Center Social Media NPS Education 52

Intercom, Inc.

JUNE 21, 2018

Max: We had to pick the right categories. It was really about testing our ideal customer profile religiously, figuring out what category would pick up the fastest, and who the early adopters were. When you have that timing down, what categories do you open up? Or do you keep it one chain link away from your current category?

Sales 183

Sales Start-ups Finance Education 183

ClearAction

FEBRUARY 27, 2017

The upper two categories are the necessary threshold for customer experience management (CXM) return on investment (ROI). The lower 3 categories are akin to analysis paralysis: they are not respecting customers by making things better according to their feedback. Image purchased under license from Shutterstock.

VOC 71

VOC CXM Customer Experience Maturity Model Start-ups 71

CSAT.AI

OCTOBER 9, 2019

Reviews on Indeed of The Ritz-Carlton are over 4 stars in all categories, including culture. Considering Millenials and Gen Z flock to LinkedIn, Glassdoor and Indeed to research companies before applying , this is a powerful tool to attracting great employees and keeping them.

Customer Service 52

Customer Service Non-Profits Sentiment Analysis Education 52

Beyond Philosophy

SEPTEMBER 17, 2014

To paraphrase what he says in the TED talk, we have experiences with things and people in the world that fall into certain categories and we can make judgments about novel instances that occur later that fall into these categories. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

CEM 120

CEM Sports Government Start-ups 120

Fonolo

SEPTEMBER 11, 2018

We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. So, this is a “balance of forces” question.

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

ClearAction

FEBRUARY 27, 2017

The upper two categories are the necessary threshold for customer experience management (CXM) return on investment (ROI). The lower 3 categories are akin to analysis paralysis: they are not respecting customers by making things better according to their feedback. Image purchased under license from Shutterstock.

VOC 54

VOC CXM Customer Experience Maturity Model Start-ups 54

Beyond Philosophy

OCTOBER 6, 2014

As you can see, there are four categories in our model that represent different levels of Customer Centricity: Naïve: These organizations are the least focused on Customers. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

ClientSuccess

JANUARY 24, 2019

The only time I change this method is when I have a particularly crazy time ahead of me, in which case I throw away the lists and use only 2 categories: “Urgent” and “Not Urgent” This allows me to prioritize only the items that HAVE to be done ASAP, while ignoring things that can wait. Question 3.

Start-ups 49

Start-ups 49

Customer Bliss

NOVEMBER 29, 2016

Here is Donna’s LinkedIn. Time and again, in financial services, energy as well as original equipment manufacturing, Donna has introduced category changing thinking while guiding purposeful and adaptable practices with positive results for customers and profitable returns for her companies. About Donna.

Manufacturing 86

Manufacturing Government Innovation Customer Experience 86