Intercom, Inc.

MARCH 10, 2021

Many individual contributors (such as researchers, visual designers, content strategists, data scientists) who work horizontally across teams can be viewed as an infinite resource. When you’re working in a fast-paced industry, it’s all too easy to reach burnout no matter what role you’re in. Make your roadmap visible to everyone.

245

245

Intercom, Inc.

MAY 20, 2019

Developing your product design career as an individual contributor. The other path, the one I’ll focus on in this post, continues along the journey of individual contributor : to mastery of the craft of design, to leadership without the need to manage, to above all else shipping great work.

Engineering 223

Engineering Innovation AI 223

Kerry Bodine

JANUARY 27, 2021

In addition to myself, the contributors include Jeanne Bliss, Annette Franz, Shep Hyken, Ian Golding, Don Peppers, Stan Phelps, and Natalie Petouhoff. The result is The 2021 CX Outlook , and it offers a view into the state of customer experience during this time of unprecedented change. Yup, I said it. Unprecedented change.

Outlook 127

Outlook CX Customer Experience 127

Shep Hyken

FEBRUARY 15, 2022

Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL.?They He is a CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. Experience Leadership. What it Takes to Deliver Great Experiences at All Levels.

Customer Survey 74

Customer Survey Education CX Customer Service 74

MyCustomer Experience

OCTOBER 6, 2021

By Guest Contributor. NThis week marks National Customer Service Week in the UK , which has given business leaders in the technology world a chance to step back. 6th Oct 2021.

Customer Service 52

Customer Service Technology Technology 52

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. Shep Hyken’s Customer Service Blog.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Shep Hyken

OCTOBER 6, 2021

They become a contributor to the solution. If there is a way to resolve the issue in that call, you’re on your way to complaint resolution success. At a minimum, discuss the timing of the resolution. . Let’s work through this together.” This statement makes a connection with the customer.

Customer Service 141

Customer Service Customer Retention 141

Intercom, Inc.

DECEMBER 4, 2020

There had been some emerging trends across the series around a return to traditional retail values, so we chatted to Forbes contributor and retail expert Sandy Stein , and also heard from the people tasked with getting our shopping from the screen to the front door – DPD Ireland CEO Des Travers and An Post’s Eibhin Eviston. .

E-commerce 152

E-commerce Retail Technology Technology 152

Intercom, Inc.

JANUARY 8, 2019

The other path, the one I’ll focus on in this post, continues along the journey of individual contributor : to mastery of the craft of design, to leadership without the need to manage, to above all else shipping great work. I’ve been fortunate in that this has given me a valuable perspective on career growth for ICs.

Engineering 152

Engineering Innovation AI 152

Fonolo

AUGUST 19, 2021

Burnout is a clear contributor to that turnover rate. Agent micromanagement is a common contributor to high turnover. Make sure you share metrics with your agents so they have clear goals to work towards. The impact of burnout on call centers. We already know that call centers see higher turnover rates than any other industry.

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

Shep Hyken

JANUARY 11, 2023

The big takeaway is that the employee experience is a big contributor to the customer experience. Mitel provides a sophisticated, custom communications network that helps businesses connect, collaborate and take care of customers.

Customer Experience 116

Customer Experience AI CX Technology 116

SixteenVentures

MARCH 19, 2023

Uncovering the Status-Seeking In really small companies, the individual contributors often have goals and desires that are tightly-coupled with the company’s goals and desires. This is generally the case because the individual contributor has much more of a direct impact on the results that the company achieves.

Gaming 46

Gaming Sales 46

Intercom, Inc.

OCTOBER 31, 2019

I felt that if I worked as an individual contributor first, I’d be able to get quickly acquainted with what my team was working on and would get a good sense of the challenges and technical debts they were facing daily. When I joined Intercom, my manager asked me if I wanted to onboard as an engineer or as a manager.

Engineering 167

Engineering 167

Inside Customer Service

AUGUST 25, 2022

This goes for how executives set strategy, how managers execute tactics, and how individual contributors perform their daily work. Its purpose is to serve as a True North that points employees in the right direction when they get stuck or need guidance.

Innovation 169

Innovation Customer Service 169

Callminer

MAY 27, 2020

Smartphone dominance is a likely contributor to this phenomenon, with click-to-call capabilities encouraging customers to simply place calls out of convenience. Contact Centers Incorporate Advanced Analytics.

Contact Center 207

Contact Center Sentiment Analysis Machine Learning AI 207

Intercom, Inc.

FEBRUARY 6, 2018

If individual contributors are onboarded without building an understanding of the culture, their only possible savior is a great manager who will spend hours with them guiding them in their new role. It doesn’t teach new hires the unspoken rules and expectations around the office. In short, it doesn’t educate people on the company culture.

Engineering 203

Engineering Start-ups Education 203

TeamSupport

FEBRUARY 11, 2021

That’s what Micah Solomon, best-selling author, customer service industry consultant, and Forbes contributor, asked as he opened a recent webinar based on his new book , Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience. The customer experience is the new marketing.

B2B 85

B2B Retail Customer Service AI 85

Totango

OCTOBER 18, 2023

Visibility, segmentation, and executive reporting are tremendous strong suits for this platform, as is individual contributor planning and task-tracking.”—Juan

Customer Journey Map 101

Customer Journey Map Touchpoint Start-ups Business Growth 101

Qualtrics

JUNE 23, 2021

Managers, directors, and executives are, in fact, the most likely to say they’ll leave their job post-pandemic , with more than half of leaders saying they’ll make the switch in the coming months, compared to only 37% of individual contributors who say the same. 17% say their job is too stressful vs. 9% of individual contributors.

Technology 49

Technology Technology 49

Shep Hyken

APRIL 29, 2022

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. David Meerman Scott is a marketing strategist, entrepreneur, investor and advisor to emerging companies, and bestselling author of 12 books, including Fanocracy and The New Rules of Marketing & PR.

Artificial Intelligence 140

Artificial Intelligence AI Start-ups Customer Service 140

Intercom, Inc.

JUNE 27, 2018

Together, our contributors tell the story of how to connect more people to the value of your product, so they become loyal, long-term, paying users, who share it with others. You’ll learn: How to pinpoint your product’s magic moment – and ensure users experience it as quickly as possible.

Customer Acquisition 157

Customer Acquisition Customer Retention Sales 157

Shep Hyken

JULY 23, 2021

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Ehsan Memari is a blogger for SkyPrep , a provider of leading online trai ning software for organizations to train employees’ partners and customers. . Read Shep’s latest Forbes article: Keep Your Customers Close And Your Competitors Closer.

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138

Helpt

FEBRUARY 2, 2024

The precision and thoroughness of ticket notes are more than administrative tasks; they are key contributors to customer contentment. People hate calling for help, so you go into every interaction with the potential to be a make-or-break moment.

Customer Satisfaction 97

Customer Satisfaction Actionable Insights Customer Retention Customer Experience 97

Zendesk

JUNE 30, 2022

If you hire an individual contributor to do a VP’s job, you’ll get a program built by an individual contributor trying to do a VP’s role. Otherwise, there will likely be a mismatch of skill sets and expectations. Don’t shortchange yourself or the person you hire. Key roles in a customer success team structure.

Net Promoter Score 97

Net Promoter Score Customer Journey Map Start-ups Customer Acquisition 97

Shep Hyken

DECEMBER 3, 2021

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. In addition to g rowing XGS’s service area, Dan remains focused on enhancing company culture through a people-centered approach to business. . Read Shep’s latest Forbes article: Amazon Vs. Walmart—Goliath Vs. Goliath.

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

Shep Hyken

SEPTEMBER 17, 2021

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: The Secret To A Great Customer Experience Is A Great Employee Experience. The post Guest Post: 5 Tips to Enhance the Customer Experience appeared first on Shep Hyken.

Customer Experience 95

Customer Experience Customer Loyalty Touchpoint 95

Shep Hyken

SEPTEMBER 3, 2021

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Her experience and position give her a well-rounded view of the industry, granting her an insightful perspective on what can be a complex topic. . Read Shep’s latest Forbes article: Customers Will Pay More For This.

Customer Experience Management 129

Customer Experience Management Contact Center Customer Experience Engineering 129

Shep Hyken

AUGUST 13, 2021

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. David regularly advises business owners on how to find an accountant, financial reporting duties, insolvency, and company rescue options. Read Shep’s latest Forbes article: Who Wants To Be A Motivational Speaker?

Social Media 129

Social Media Customer Experience Non-Profits Omnichannel 129

Shep Hyken

AUGUST 20, 2021

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. An award-winning, Filipino-American entrepreneur, speaker, and podcaster,?Ray?builds builds and helps others build 6- and 7-figure businesses on a bootstrap budget using SEO. ?.

Social Media 141

Social Media Customer Expectations B2B Customer Loyalty 141

Intercom, Inc.

AUGUST 18, 2022

She diligently rose through the ranks, finally growing into the individual contributor role of a staff engineer. I’m an individual contributor (IC) and I’m not on any leadership track. At Algolia, you can grow to a pretty advanced level and remain an individual contributor who gets to code every day.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Shep Hyken

DECEMBER 9, 2022

For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com. Nick Bandy has over 25 years of executive leadership experience in the marketing and technology space, serving private, PE-backed, and public organizations. The post Guest Post: Is Your Customer Journey Aligned with Brand Expectations?

Contact Center 108

Contact Center Sales Omnichannel CRM 108

Shep Hyken

OCTOBER 21, 2022

For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com. She lives in Philadelphia with her husband and dogs, Bear and Lucy. Connect with her about marketing, design and/or tea on LinkedIn. . Read Shep’s latest Forbes article: How Music Can Make You A More Effective Leader.

Customer Experience 69

Customer Experience Engineering Sales Customer Expectations 69

Shep Hyken

OCTOBER 22, 2021

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing . Read Shep’s latest Forbes article: Choose Your Words Wisely: The Right Words Matter!

Business Management 131

Business Management Invoicing Customer Experience Finance 131

Shep Hyken

JULY 15, 2022

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Michael Becker is the founder of the growth agency for coaches, Abundance Accelerators. He is a recognized thought leader in business automation and internet marketing. .

Gaming 119

Gaming Social Media Customer Experience Customer Loyalty 119

TeamSupport

OCTOBER 26, 2020

Kristin is a trusted associate and contributor to Best Essays Education , where she continues to expand her writer’s skillset to a variety of writing formats. About Kristin Savage Kristin Savage is a professional Content Writer at Classy Essay and Content Editor at Grab My Essay writing services.

Customer Service 98

Customer Service Sentiment Analysis B2B Education 98

Shep Hyken

JANUARY 13, 2023

For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com. Kathleen White works as an independent business analyst for several small businesses. She enjoys writing in her spare time to share what she has learned in hopes of benefiting other businesses.

Customer Satisfaction 69

Customer Satisfaction Start-ups Customer Service Customer Feedback 69

Shep Hyken

JULY 30, 2021

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. mentors accounting and finance professionals in over 80 countries to earn their CMA certification in as little as 8 months. Read Shep’s latest Forbes article: Another Way To Lose Your Customer.

Start-ups 135

Start-ups Finance Customer Service Customer Experience 135