Execs In The Know

DECEMBER 18, 2023

Leadership is an ever-evolving journey shaped by experiences, challenges, and the pursuit of growth. As we explore Jennifer’s transformative journey, we uncover pivotal moments, lessons learned, and invaluable insights that define her approach to leadership. Want to Be a Guest on The CX Leadership Exchange?

CX 52

CX Contact Center Innovation Customer Service 52

Beyond Philosophy

FEBRUARY 29, 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. Listen to the podcast: I am excited. You could pay for dance lessons with it or your mortgage. From a Customer Experience perspective, mental accounting has some key strategy points.

Finance 78

Finance Customer Experience 78

Beyond Philosophy

FEBRUARY 12, 2022

Key Ideas to Improve your Customer Experience. 06:36 We share the first of the ten lessons I learned over the last 20 years in business, which is be brave. 11:48 We discuss the second of the lessons, which is to zig when others zag, which we also discussed on a recent podcast with Alex Mead.

Management Consulting 78

Management Consulting Customer Experience CX 78

Beyond Philosophy

DECEMBER 24, 2022

It’s a regular milestone where you can check in on your experiences and remember the lessons gained from another trip around our sun. In this episode, we each share a professional and personal lesson learnt from this year. Key Ideas to Improve your Customer Experience. This year has been an interesting one.

Entertainment 68

Entertainment Management Consulting AI CX 68

Beyond Philosophy

DECEMBER 27, 2019

If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes. The Biggest Thing We Learned in 2019.

Customer Loyalty 131

Customer Loyalty Customer Retention Customer Experience Management Customer Experience 131

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Start-ups 78

Start-ups Gambling Social Media Education 78

Beyond Philosophy

DECEMBER 29, 2022

I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things were. However, the underlying lesson here is that we are always moving forward into a new normal; we don’t always notice it. The same goes for Customer Experience.

CX 78

CX Customer Experience 78

Customer Service Life

APRIL 14, 2021

Unwritten Rules of Customer Service. On March 16, I joined the Engati podcast to talk about all things customer service and customer experience. One of my favorite questions was about the unwritten rules of serving B2B customers. Verbal Transactions Podcast. Tune in to this podcast here.

CX 83

CX Contact Center B2B Customer Service 83

Customer Bliss

MARCH 22, 2021

As we round the corner on the one-year mark of this pandemic, I want to take a moment to reflect on some of the key lessons that still hold true. We must take the lessons of this last year and use them to shape how we lead our organizations into the future. Let’s take a look back on three of these critical lessons together.

Customer Experience 62

Customer Experience 62

Zendesk

DECEMBER 28, 2020

Join us for the Sit Down Startup podcast, where we sit down (virtually) for casual, coffeehouse conversations with startup founders, CEOs, and CX leaders. Subscribe now via Spotify , Apple Podcasts or Google Podcasts. For example, a customer service team may need to learn the details of a new pricing promotion.

Manufacturing 52

Manufacturing Engineering Retail Education 52

Intercom, Inc.

MAY 19, 2020

Lessons learned from scaling a product team. Two years ago, she joined us on our podcast to reveal why assembling a great product team is like pulling off a heist. Indeed, you don’t need too much experience on a product team to have painful experience of how even the best plans often go awry. .

Engineering 245

Engineering Customer Retention 245

Intercom, Inc.

DECEMBER 19, 2018

Intercom, the product, continued to develop at a fast pace with hundreds of new features big and small – from an entirely reimagined Messenger to a thriving Intercom App Store to next generation chatbots, Custom Bots and Answer Bot. Lessons learned from scaling a team. Putting $125M to work for you, our customers.

Engineering 150

Engineering Start-ups Gaming Sales 150

Doing CX Right

JANUARY 9, 2021

Stacy Sherman speaks about the Impact of Customer Experience Design and best practices on Virtual CMO's podcast show. Listen & apply key lessons. The post Impact of Customer Experience Design on Your Business appeared first on Doing CX Right.

Customer Experience 52

Customer Experience CX 52

Beyond Philosophy

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. We did that on a recent podcast, thinking about what we learned professionally and personally this past year. .

Artificial Intelligence 78

Artificial Intelligence Outlook Customer Satisfaction Start-ups 78

Intercom, Inc.

OCTOBER 26, 2020

Our Chairman and Co-founder, Eoghan McCabe , sat down for a chat with Harry Stebbings on the Twenty Minute VC podcast to discuss his startup journey and the lessons he learned while building Intercom. Eoghan and his co-founders saw an opportunity to help online businesses connect easily and effectively with their customers.

Innovation 211

Innovation Start-ups Engineering 211

Beyond Philosophy

MARCH 9, 2018

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. Often, subconscious influences play a much bigger role in customer decisions. Why Customers Make Strange Decisions.

Transportation 178

Transportation Customer Experience 178

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Beyond Philosophy

JULY 23, 2022

If you do, could you vote for us in the People’s Choice Podcast Award? However, I mention it because it represents what can happen if you neglect to update your customer strategy to invest in your Long Tail business model. We also give you practical ways to apply these business lessons to your own Long Tail customer strategy.

Management Consulting 97

Management Consulting Customer Experience CX 97

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. So, after destroying the trust their customers felt toward their bank, what should they do now?

Sales 141

Sales Start-ups Customer Experience 141

Intercom, Inc.

NOVEMBER 18, 2020

On the podcast, Dee Reddy talks to Vend founder Vaughan Fergusson , sustainable lifestyle retailer Sheelin Conlon ( The Kind ) and Mixtiles ‘s Ori Singer. Meeting your customers where they are. As always, the best return on investment comes from creating the most seamless and delightful experience for your customers.

Retail 239

Retail E-commerce Innovation Customer Expectations 239

SugarCRM

JANUARY 17, 2023

On this episode of the Fuel Growth podcast series, my co-host Clint and I got to sit down with ZINFI’s Chief Executive Officer, Sugata Sanyal. And if you’re feeling this, so are your customers, which is why it may take more marketing touchpoints than normal to break through and really resonate with them. Influencers.

Touchpoint 49

Touchpoint Social Media Sales Omnichannel 49

Intercom, Inc.

MARCH 25, 2019

Maybe you’ve had a similar experience trying to exit your contract with your cable television or wireless carrier provider. More often than not, the closing experience of these products leaves a lot to be desired. You’ll hopefully learn from them, but it’s likely you will lose some customers along the way.

Construction 183

Construction Sales Customer Feedback Customer Experience 183

Doing CX Right

OCTOBER 21, 2020

Sometimes the best business and life lessons come from short simple quotes. In fact, learning new customer experience and leadership is an ongoing practice. I encourage you to elevate your skills by reading my blog , listening to podcasts , getting CX certified, and talking to me to elevate your personal and professional brand.

Customer Experience 52

Customer Experience Social Media CX 52

Shep Hyken

OCTOBER 4, 2022

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). What can customer service teams learn from soccer teams?

Sports 57

Sports B2C Social Media Gaming 57

Customer Bliss

JANUARY 3, 2018

I’m still on vacation from new podcast recordings, and during this interim, I’m replaying 3 of my most popular podcast episodes of 2017. Have you listened to The Chief Customer Officer Human Duct Tape Show ? Bill Carmody of Inc Magazine recently listed my podcast as binge-worthy ! Happy New Year!

CX 75

CX Customer Journey Map B2B Customer Experience 75

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. The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

SugarCRM

NOVEMBER 29, 2022

On this episode of the Fuel Growth podcast series, my co-host ot to sit down with 6Sense ’s Chief People Officer, Terese Lam. With over 20+ years of HR experience in both large multi-national and medium-sized high-growth organizations, Terese is an expert when it comes to creating and implementing a culture of growth.

Artificial Intelligence 49

Artificial Intelligence Innovation Start-ups Machine Learning 49

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.

Net Promoter Score 109

Net Promoter Score E-commerce Customer Loyalty Customer Satisfaction 109

Beyond Philosophy

MARCH 10, 2020

Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. The danger with FAE is it leads to a total misinterpretation of customers.

Business Growth 179

Business Growth Customer Experience Start-ups Sales 179

Beyond Philosophy

MAY 11, 2018

But unlike music lessons that require hours of thankless practicing, Guitar Hero gave him instant competency, instant gratification and an addiction-like desire to keep improving his scores. But many customer decisions are intuitive, in the same way that I intuitively waited for my daughter to respond to me in the messaging app.

Retail 116

Retail Gaming Sales Customer Experience 116

Beyond Philosophy

AUGUST 25, 2019

This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast. For example, your business might go under if you treat too many people like family and not enough like customers. As a result, customers would make their decision based on price, and we lost.

Customer Expectations 143

Customer Expectations Gambling Start-ups B2B 143

Beyond Philosophy

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. We discussed Facebook on a recent podcast and the implications of privacy violations for their users.

Non-Profits 139

Non-Profits Government Machine Learning AI 139

Customer Bliss

DECEMBER 27, 2016

One of the biggest things I did online in 2016 was create a customer experience podcast. Today I’ll recap 10 popular blog posts from this year — and on Thursday (the 29th), I’ll recap some lessons from my podcasts. The big lessons of my podcast. The MBA of customer love.

Engineering 0

Engineering Customer Retention CX Customer Experience 0

Beyond Philosophy

DECEMBER 19, 2020

Designing Country Culture into Your Global Experience. A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. You can do the same with your customer experience.

Management Consulting 78

Management Consulting Customer Experience CX 78

Beyond Philosophy

JANUARY 15, 2018

Williams Sonoma conducted an unwitting “experiment” that demonstrated the concept of Reference Points in the late 1980s. Reference Points Affect Experiences, Too. Reference points can also change how we view an experience. It’s no secret that dealing with my cable company has been a trying experience for me nearly every time.

Customer Loyalty 145

Customer Loyalty Customer Experience Sales 145

Doing CX Right

JUNE 5, 2020

I had the honor to join Cynthia Jame s, who is the host of a well-known podcast that focuses on increasing what she calls, “awake leaders.” Her teaching and guidance correlate to my passion for creating better human experiences and workplace cultures where diversity and inclusion are valued.

Education 52

Education CX Customer Experience 52

Intercom

NOVEMBER 16, 2023

Customer satisfaction scores in the UK have taken the biggest hit since 2015. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference. That is the sobering picture of the state of customer service in the UK as of July 2023.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101