Inside Customer Service

OCTOBER 28, 2021

I thought it would be better received if I focused on the context: getting employees obsessed with service. It contains a proven, step-by-step process that leaders can follow to build a customer-focused culture in their organization. In The Service Culture Handbook , I describe a number of customer-focused organizations.

Start-ups 148

Start-ups Customer Service Customer Experience 148

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail.

Contact Center 130

Contact Center Technology Technology AI 130

Futurelab

MARCH 20, 2022

Does this sound like your company’s leadership: When it comes to developing your product roadmap and prioritizing customer feedback, you’ve got a CEO who knows exactly what to build but with no consideration for customers and what problems they need to solve. Either way, it’s frustrating for customers.

Customer-Centric Organization 130

Customer-Centric Organization Customer Feedback Gaming Customer Experience 130

Steven Van Belleghem

OCTOBER 18, 2023

The wrong priorities ‘Before we start with the customer experience part, I want to give you a quick update on our financial results and how far we deviate from our targets,’ the CEO goes on and on overwhelming employees with 10 minutes of tables, graphs, red and green numbers and arrows pointing hither and yon.

Start-ups 57

Start-ups CX Innovation Customer Experience 57

Beyond Philosophy

AUGUST 27, 2020

Many decisions that we make in life are subjective, without a “right answer.” ” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible.

Customer Experience 167

Customer Experience CX 167

Shep Hyken

OCTOBER 26, 2022

It describes the role an employee has when interacting with a customer. Typically, the word they is used to describe the individual who helped the customer. Some may call that employee a brand ambassador or advocate for the company, but I have a new title for that individual: CEO of the Moment. . You get the idea. .

Customer Service 105

Customer Service 105

Intercom, Inc.

JUNE 9, 2020

With that comes the need for clear communication and open dialogue with customers and employees alike. What will be necessary to ensure long-term growth in the post-pandemic world, especially as our customers’ needs continue shifting in ways we can’t yet predict? Make decisions quickly.

B2B 197

B2B E-commerce Legal Customer Retention 197

Inside Customer Service

MAY 27, 2021

I talk to a lot of people who are trying to improve customer service. It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. I've combined them with my own experience talking to thousands of customer service professionals. Their challenges are individual, but they all struggle.

Start-ups 148

Start-ups Social Media Contact Center Customer Service 148

Execs In The Know

JANUARY 12, 2024

As businesses strive to enhance user experiences and streamline customer interactions, deploying advanced LLM assistants to automate customer interactions has great potential. Choosing between generative and static responses is another critical decision here. Lesson 1: Scope out response classification and agent escalation.

AI 105

AI Legal Artificial Intelligence Customer Experience 105

Zendesk

MARCH 16, 2023

Startup founders often say the same thing about the early days: listen to your customers. Listen to your customers, and VCs will follow. Listen to customers to ensure product-market fit. But Braze co-founder Mark Ghermezian reminds us to listen to what customers don’t say, too. In 2017, the company rebranded as Braze.

CRM 92

CRM Customer Acquisition Customer Relationship Management Customer Retention 92

Intercom, Inc.

APRIL 28, 2022

The idea behind the funnel is quite simple – marketers craft campaigns to capture potential customers’ attention and slowly nurture them until they are ready to be handed off to the sales team, which guides them through the purchasing stage until they become paying customers and, hopefully, loyal advocates. Short on time?

CRM 118

CRM Start-ups Sales Customer Journey Map 118

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Callminer

SEPTEMBER 14, 2020

They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Ideally, a business analyst in a call center works with internal and external customers…”. William Taylor. velvetjobs. Steven Czyrny. stevenczyrny.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Today’s customer care organizations continue to experience higher attrition rates than other industries.

Contact Center 52

Contact Center AI Technology Technology 52

Lumoa

MAY 19, 2020

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority. This is where you’ll unpack the situation and how your proposal will make a positive impact.

CX 103

CX CX Transformation Customer Experience Start-ups 103

Intercom, Inc.

JANUARY 14, 2021

When it comes to making something people want, Hubert Palan always does his homework. With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. The best way to know your customers is through feedback.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Futurelab

MARCH 20, 2022

The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. This article features the key findings from the report that I find the most significant to thrive in this new era of customer experience. I originally wrote today’s post for Momentive.ai. and Europe.

CX 130

CX CX Transformation Government Start-ups 130

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. What was brilliant about the ad campaign was that it focused on the subconscious factors at work.

Transportation 178

Transportation Customer Experience 178

Lumoa

OCTOBER 31, 2021

The Lumoa platform has been integrated into Forsta’s world-class experience platform to provide advanced AI-driven analytics to customers seeking to quickly identify the trends and insights that matter the most. Both solutions also support more than 60 international languages. Visit Forsta.com for more information.

VOE 83

VOE VOC Unstructured Data Artificial Intelligence 83

Customer Bliss

AUGUST 30, 2021

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. They praised her for her ability to raise a daughter who would become CEO. Our humanity—our “humanness”—now more than ever, needs to show through in how we do business with customers and each other.

Start-ups 124

Start-ups CX Technology Technology 124

ClientSuccess

MAY 25, 2023

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions.

Net Promoter Score 81

Net Promoter Score AI Unstructured Data NPS 81

Zendesk

OCTOBER 25, 2023

Over the past five years, ZoomInfo grew 10x to an $800 million run-rate business with more than 3,000 employees and 25,000 customers. ZoomInfo focused on email marketing that targeted its ideal customer profiles. The company initially sold data to IT decision-makers in mid-market companies, focusing on a narrow target group.

Innovation 52

Innovation Sales 52

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews. We Love Our Phones.

Transportation 348

Transportation Technology Technology Social Media 348

Shep Hyken

JUNE 25, 2021

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Annette Franz, CCXP is the founder and CEO of CX Journey Inc.,

Sports 102

Sports VOC Voice of the Customer CX 102

Intercom, Inc.

DECEMBER 21, 2021

It’s been 10 years since co-founders Eoghan McCabe , Des Traynor , David Barrett , and Ciaran Lee sat in a small Dublin coffee shop and dreamed of making internet business personal, and we’re still every bit as excited. In this roundup of the year’s best bits, you’ll hear from: Karen Peacock , Intercom CEO. Will Larson , CTO of Calm.

Engineering 118

Engineering Government B2C Start-ups 118

Intercom, Inc.

DECEMBER 20, 2022

Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences. Yamini Rangan , CEO at Hubspot.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. 1 So, for to continue to flow, customers must continue to use your products. Where do you start?

B2B 98

B2B Sales Gaming Education 98

Intercom, Inc.

DECEMBER 16, 2019

Rather than casting a wide net for leads with large-scale marketing campaigns, ABM targets a few high-value accounts and then focuses on nurturing, converting, and retaining them over time. Sales and marketing leaders select a list of accounts that best align to your ideal customer profile, or your company’s most valuable buyers.

B2B 189

B2B Sales CRM Touchpoint 189

Beyond Philosophy

APRIL 16, 2021

Focus on the customer. For example, sales or marketing departments had more power than customer service, who, on the whole, always seemed to be second class. Rationally, the team would make the best decisions for the organization because it is in the company’s best long-term interest. Don’t be naïve.

Gaming 148

Gaming Start-ups Customer Experience Innovation 148

Beyond Philosophy

JUNE 8, 2018

Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. For years, research has indicated that the future of success for business is in customer experience. But recent PwC research shows that businesses have a customer experience disconnect.

CX 128

CX Retail Technology Technology 128

ClientSuccess

JUNE 29, 2021

Have you tried to build your Customer Success program without collaborating with your colleagues? Or do you tend to focus more on problems, at risk customers, or churn that you forget to celebrate the wins along the way? With each decision there’s a lot of potential risk, so making mistakes is not really an option.

59

59

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Instead, they would say they wanted loyal customers.

Customer Acquisition 174

Customer Acquisition Start-ups Transportation Sports 174

Shep Hyken

OCTOBER 19, 2021

Personalization and Creativity in Customer Experience. Shep Hyken interviews Noa Danon, Co-Founder and CEO of EverAfter. They discuss how organizational businesses can ensure customer renewals and expansion by creating personalized customer experiences. This creates confidence between the customers and the business.

Customer Experience 74

Customer Experience Sales Customer Service 74

Intercom, Inc.

DECEMBER 21, 2020

It was a year of significant change here too – Karen Peacock became our CEO as co-founder Eoghan McCabe moved into a new role as Chairman. We adapted quickly to working from home, launching groundbreaking new features to supercharge our conversational support and customer engagement tools. Proactive is the way of the future.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. We want to make a good decision but worry about how terrible the consequences will be if we make a bad one. Customers are the same way. They make it a huge issue.

Gambling 143

Gambling Start-ups Education Customer Experience 143

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83