Bill Quiseng

JUNE 6, 2023

During the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. In this first week, I give you Principle One: Be the Customer. Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. They engage in businesses that are H2H.

B2C 88

B2C Customer Loyalty B2B CX 88

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. But how well is it being executed?

CX 130

CX CX Transformation Government Start-ups 130

TeamSupport

APRIL 17, 2024

In the digital age, where customer expectations are higher than ever, providing exceptional customer support is not just an option; it's a necessity. As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. This is where TeamSupport stands out.

Customer Satisfaction 52

Customer Satisfaction CRM Customer Expectations Customer Relationship 52

TeamSupport

APRIL 10, 2024

In the competitive landscape of today's business world, maintaining strong client relationships is more important than ever. In this comprehensive guide, we will explore the myriad ways TeamSupport can transform your client support operations, driving revenue growth and elevating customer satisfaction to unprecedented levels.

Sales 52

Sales Customer Satisfaction 52

Heart of the Customer

OCTOBER 28, 2021

The Cynefin framework, developed more than 20 years ago by researcher and management consultant David Snowden, remains a solid context for strategic decision-making. The post CX Is Complicated, Not Complex appeared first on Heart of the Customer. The framework defines five states: Simple (aka Obvious, Clear) […].

CX 88

CX Management Consulting Customer Loyalty Customer Experience 88

Helpt

FEBRUARY 14, 2024

Significance of Data-Driven Decision Making Do you trust your gut? We at Helpt feel your frustration and we have a solution for you: data-driven decision making (DDDM). Thos methodology illustrates a move away from intuition-based decisions towards those that rely on hard, analytic data. Today, we have big data.

Machine Learning 52

Machine Learning Social Media Data Mining Artificial Intelligence 52

Beyond Philosophy

SEPTEMBER 1, 2022

Intuition might be more valued in business than analysis. We talk about intuition as in our gut or sometimes in our hearts. However, these are automated decisions, not conscious ones. We cannot concentrate and make these connections form intuitively. So How Does This Apply to Customers? . It’s just wrong.

Artificial Intelligence 148

Artificial Intelligence AI CX Technology 148

Beyond Philosophy

NOVEMBER 5, 2022

We know you can because the method for it it was developed by a Yale’s assistant professor of marketing that was once a door-to-door salesperson and someone who has performed open-heart surgery on a pig. The superpower you can develop is influence and it is essential if you want to make changes in your organization.

Construction 88

Construction Management Consulting Customer Experience CX 88

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. Their words, not mine.)

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Heart of the Customer

JANUARY 27, 2021

Far too many companies with CX programs cannot show that they are making a difference to the business. This prevents them from being included in decision making and contributing to the health of their companies. There’s a solution to this problem: customer health dashboards. the […].

CX 78

CX Customer Journey Map Customer Experience 78

SurveySensum

MAY 14, 2024

Is your database the powerhouse of your business operations? As systems grow in complexity, so does the need for features that not only track performance but also enhance reliability and inform strategic decisions. The Pulse of Predictive Analytics Predictive analytics forms the heart of proactive database management.

Predictive Analytics 52

Predictive Analytics Data Entry Invoicing Engineering 52

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

Intercom, Inc.

JUNE 9, 2020

With that comes the need for clear communication and open dialogue with customers and employees alike. These are all key components of a business resilience strategy, one that bolsters up a business that’s faced with challenges and sets it up for growth long-term. Make decisions quickly.

B2B 197

B2B E-commerce Legal Customer Retention 197

Execs In The Know

APRIL 26, 2023

Organizational transformation is a hot topic for CX leaders and business executives alike. Investing in organizational change can be one of the most rewarding investments any leader or executive can make – but it also presents unique risks and challenges. And that’s where organizational transformation comes in.

CX 98

CX Innovation Artificial Intelligence Gaming 98

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Customer service excellence is not an attitude.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

Steven Van Belleghem

NOVEMBER 27, 2022

That goes for your customers, too. Yes, companies are facing hard times, but it is not up to your customers to care and forgive you for any suboptimal CX experience. A trend that really ties in with this top gun effect, is that the days that manipulation of customers was acceptable are coming to an end. Positivity with impact.

Customer Experience 96

Customer Experience CX Start-ups Gaming 96

TeamSupport

AUGUST 2, 2022

Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example. Just because a business declares that they are customer-centric and therefore always put their customers first, does that make it true?

Customer Retention 97

Customer Retention B2B Customer Experience 97

TeamSupport

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers.

Net Promoter Score 52

Net Promoter Score Customer-Centric Organization Customer Satisfaction Omnichannel 52

Intercom, Inc.

MAY 26, 2021

Your values shouldn’t be truisms – they should describe the things that make your company special and unique. . Intercom’s company mission has always been to “make internet business personal”. Our values guide how we work, how we interact with each other, the decisions we make, and how we put them into action.

Start-ups 138

Start-ups Engineering Sales Customer Feedback 138

Shep Hyken

NOVEMBER 16, 2022

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . I’m not going to make it.” Then there are patients with more severe issues, such as a heart attack. My friend Jerry went to the emergency room of his local hospital.

Hospitality 79

Hospitality Hospitality Customer Service 79

TeamSupport

AUGUST 2, 2022

Like people, a lot of businesses like to think that by saying that they have certain traits, then they automatically have those certain traits. Take being customer-centric , for example. Just because a business declares that they are customer-centric and therefore always put their customers first, does that make it true?

Customer Retention 93

Customer Retention B2B Customer Experience 93

Intercom, Inc.

MARCH 17, 2021

Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. What’s good for our business and the bottom line should really reflect what’s good for our customers,” he says. Empowering customers to self-serve.

Business Growth 138

Business Growth Customer Experience Start-ups Technology 138

Intercom, Inc.

FEBRUARY 11, 2020

Deep down we know that the business doesn’t really miss us. The business doesn’t know our sparkling personality or understand our unique contribution to the community – the business just misses our money. Everyone on your mailing list initially came to your business for some reason. Proactively monitor usage and value.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Intercom, Inc.

FEBRUARY 11, 2019

We all know the importance of measuring the quality of your interactions with your customers. Asking for feedback from customers helps managers spot and reward star performers and identify opportunities to improve the quality of support their team provides. I’m not giving my support rep heart eyes but I would of given him 5 stars.

Net Promoter Score 158

Net Promoter Score NPS Customer Satisfaction Customer Service 158

CallCare

MAY 25, 2023

Great customer service doesn’t happen by accident. To meet the needs and expectations of your customers, your business needs a plan. This is why it can be useful to develop a customer experience (CX) framework. Read on to find out more about developing your own customer experience framework.

Customer Experience 52

Customer Experience Social Media Touchpoint CX 52

Lumoa

APRIL 4, 2023

For a business to flourish, it has to understand its customers well enough to market effectively to them. One of the best ways to do that is through a customer profile analysis. Simply put, this process closely examines current and potential customers’ characteristics, traits, and preferences.

Business Growth 83

Business Growth Customer Retention Customer Survey Sales 83

Uniphore

JANUARY 21, 2022

It comes as no surprise then that compliance-related tools and programs are among the industry’s leading business investments. However, compliance isn’t the only factor driving healthcare business decisions today. Advanced technology is making change possible. But does it have to be?

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

Steven Van Belleghem

JUNE 6, 2023

Lead Companies with a successful customer centric culture – from Apple and Amazon to Starbucks and Glossier – stand out with these 2 things: they have a strong customer vision and leaders who show with their decisions and actions that they will always and forever put the customer first.

Construction 62

Construction Engineering Retail CX 62

Shep Hyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Business Management 131

Business Management Invoicing Customer Experience Finance 131

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C).

Customer Experience 155

Customer Experience B2B B2C Customer Relationship 155

Beyond Philosophy

FEBRUARY 10, 2020

Beyond Philosophy did research late last year with our clients and within the marketplace to sort out what business wants in the next decade. The results showed the mantra in business today is growth. However, defining business growth is essential here because it will dictate how you go about gaining it. . Business Growth Types.

Hospitality 172

Hospitality Hospitality Business Growth Customer Acquisition 172

Fonolo

FEBRUARY 18, 2021

Yes, this is business 101, but we feel it’s worth mentioning. By taking this step, your contact center management team can make strategic data-driven decisions. Gather customer feedback. Customer interactions are at the heart of every contact center, so it makes sense to take their feedback into account.

Contact Center 148

Contact Center Social Media Start-ups Technology 148

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

Execs In The Know

OCTOBER 14, 2021

The world of business and commerce has been teetering on the brink of major change for a long time. The pandemic gave everyone a big push over the edge, and some businesses fell while some flew. Many companies danced around the idea before, digitizing where they could to make business more efficient or easier.

CX 98

CX Customer Loyalty Retail Start-ups 98

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It develops organically in response to the decisions, behaviors, and policies of the people in the business. What does a customer service culture look like?

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Zendesk

MARCH 18, 2024

It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the services, you have no customer experience. Employee experience is mission critical to delivering a great customer experience – and your agents get it.

Customer Experience 52

Customer Experience Touchpoint Customer Feedback CX 52

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. It’s what happened yesterday.

CX 123

CX Customer Experience Non-Profits Social Media 123