Customer Bliss

DECEMBER 28, 2017

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. If you’re ever in need of a bit of inspiration or guidance for your customer experience implementation, this is the content you can come back to time after time.

Customer Experience 56

Customer Experience Social Media CX Omnichannel 56

Intercom

FEBRUARY 22, 2023

Make sure you don’t miss any highlights by following Inside Intercom on Apple Podcasts , Spotify , YouTube , or grabbing the RSS feed in your player of choice. Not its co-founder and CEO Sam Altman. Indeed, it’s already being talked about in the same terms as the most transformative communications innovations ever invented.

AI 119

AI Start-ups Technology Technology 119

Kerry Bodine

OCTOBER 5, 2015

In a recent post , I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services. But Hsieh never lost sight of the experience.

Customer Experience 97

Customer Experience Real Estate Customer Journey Map Finance 97

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. What will your legacy be? The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds. Speak the customer’s language.

Start-ups 188

Start-ups Sales Engineering CRM 188

Beyond Philosophy

SEPTEMBER 26, 2019

At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience. I implemented a strategy based on one of Oscar Wilde’s phrases. ” We discussed marketing efforts in our latest podcast.

Start-ups 110

Start-ups Entertainment Sales Customer-Centric Organization 110

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. Increasingly, brands understand the importance of the customer.

Customer Experience 123

Customer Experience Customer Journey Map Customer Retention NPS 123

Beyond Philosophy

SEPTEMBER 19, 2017

Asking strategic questions helps you understand your Customer Experience (CX), determine a focus for your efforts, and deliver a successful CX outcome. The question is this: How much do you embrace customer irrationality? The question is this: How much do you embrace customer irrationality? We all do because we are irrational.

Sports 77

Sports Manufacturing CX Gaming 77

CX Journey

MAY 2, 2018

Each year the letter is filled with strategy lessons about customer experience, employee experience, leadership, innovation, and culture. Bezos writes in a style and a tone that is likable and relatable - not in corporate speak but in human terms, words we use every day. And so would their customers.

CX 46

CX Innovation Retail Customer Experience 46

Intercom, Inc.

MAY 3, 2018

She’s worked in product from early-stage startups all the way up to publicly traded companies like Rackspace and Square, a company with the sensitive task of handling customers’ money. Survey responses and numerical data are great, but they don’t replace the context of a 1:1 customer conversation. Short on time?

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Intercom, Inc.

SEPTEMBER 12, 2019

A self-styled ‘jack of all trades,’ Gerry is looking to change the world on a variety of fronts: as the Principal Service Design Consultant for Humana Design, the CEO of TheAcademy.ie , and even a new human-centered design conference set to launch next year in Dublin. Short on time? There is an ROI on good design.

Start-ups 112

Start-ups Gaming Education Construction 112

Help Scout

MAY 21, 2019

You know your company offers customers unique, valuable, and special services or products because you’re on the inside. The question you need to ask yourself is: Do potential customers know what I know? A value proposition is all about being customer-focused and putting yourself in their shoes. It’s a matter of focus.

Hospitality 40

Hospitality Hospitality Touchpoint Start-ups 40

Intercom, Inc.

JANUARY 16, 2019

Only then will you have the foundation to consistently win new customers, upsell existing ones and see the kind of predictable growth that’ll be the making of your company. Growing a sales team isn’t as simple as putting a bunch of A players in a room and getting them to start selling your product. Decide on top-down vs. bottom-up.

Sales 156

Sales Non-Profits Start-ups Scorecard 156

Qualtrics

SEPTEMBER 15, 2020

Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience. Here are a few takeaways from the discussion… What are the shifts we’re seeing right now to customer experience - specifically digital? How can brands make sure they respond successfully? Hear the full interview.

Healthcare 26

Healthcare CX Innovation Start-ups 26

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom, Inc.

FEBRUARY 18, 2021

Last week, Intercom CEO Karen Peacock and our new CRO Leandra Fishman joined me for the inaugural event in a discussion series held by Inter-women – one of our internal community groups. We learn not just about what makes a good leader, but a good ally, a good colleague, and a good friend. How can you serve the customer better?

Start-ups 118

Start-ups Education Engineering Sales 118

Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service.

Customer Experience 83

Customer Experience CX Sales Customer Feedback 83

Callminer

NOVEMBER 6, 2019

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. Time spent simply trying to make heads or tails of an up to date dataset is time that could be spent acting on the insights it provides. Saving Time.

Sentiment Analysis 140

Sentiment Analysis Non-Profits Sales Engineering 140

Intercom, Inc.

OCTOBER 31, 2019

Two weeks into Tim Campos’ job as the CIO at Facebook, Mark Zuckerberg’s executive assistant asked him to join the CEO for an important meeting at 8 a.m. By retiring technologies proactively , you can remain focused on consistently moving the needle. the next morning. But when he arrived, his boss was nowhere to be found.

Start-ups 169

Start-ups Technology Technology AI 169

TeamSupport

SEPTEMBER 7, 2018

A new term, customer health, is all about monitoring the customer relationship to ensure it remains in a vibrant state. This deep dive into existing data provides valuable insights into what customers have problems and what you need to do to diagnose these issues so you can get the relationship back on the right track.

Customer Relationship 136

Customer Relationship Net Promoter Score Sentiment Analysis B2B 136

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Implement the technology possible to listen to your customers in real-time.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). Proving it with actions.

Sales 66

Sales Customer Experience 66

Zendesk

AUGUST 17, 2021

You keep getting rejections over and over again, and you end the month without making a single sale. Win more deals by using these tried-and-true selling strategies that experienced salespeople use to convert more leads into customers. Find what kind of people are the most valuable customers in your company,” suggests Gamez.

Sales 52

Sales CRM Customer Relationship Management Start-ups 52

Intercom, Inc.

JUNE 19, 2019

If there’s customer adoption , developers generally will come. If you have to do just one thing, it’s make sure your API is friendly to developers. While I was there, I really focused on developer tools. One of the most successful platforms we and many others in the industry look up to for inspiration is Slack.

Start-ups 217

Start-ups Engineering CRM Sales 217

Zendesk

MARCH 1, 2021

These events have led organizations to gauge their effectiveness in creating safe, welcoming spaces for their employees and customers. That’s not just because adopting inclusive language is the right thing to do—it’s also because it makes sense for your business. It’ll help you get (and keep) more customers and better talent.

Start-ups 98

Start-ups Gambling Innovation Education 98

Intercom, Inc.

SEPTEMBER 6, 2018

But he sat there, totally focused, through all 116 minutes of it. Over the last 6 and a half years I’ve seen, first hand, how our story at Intercom has had really practical applications – it’s helped us assemble a great team, informed how we talk to customers, and helped us decide what to build. The power of a good story.

Construction 151

Construction Start-ups 151

Zendesk

APRIL 14, 2022

In 1997, high-level businesses began adopting a new tool: customer relationship management (CRM) software. And when CRM software is underutilized, companies can lose customers to improper follow-ups and poor customer experience. So, it’s no wonder that most companies still aren’t using CRM technology to its full potential.

CRM 52

CRM Sales Technology Technology 52

Intercom, Inc.

JUNE 14, 2018

My whole job is to help take a fairly analog company and make them a little bit more digital. Looking for an example of a happy, high performing product team? Rather than suggesting a model startup, advisor and author Laura Klein is likely to point you toward her favorite heist film. What follows is an edited transcript of our conversation.

Engineering 190

Engineering Start-ups Legal Customer Service 190

Zendesk

JUNE 28, 2022

Companies willing to invest in sales training are 57 percent more effective than rival companies that make no such investments. Companies willing to invest in sales training are 57% more effective than rival companies that make no such investments. MEDDIC Academy aims to make enterprise sales easy. The same is true in sales.

Sales 52

Sales B2B Engineering Start-ups 52

Intercom, Inc.

OCTOBER 29, 2020

Here are a few quick takeaways: Focus on your customers. Make it easy for customers to talk to you, and vice versa. Frequent touch points and positive interactions will create strong relationships and build customer loyalty. I’ve been here quite a long time, and you’re obviously our CEO. Short on time?

Start-ups 209

Start-ups Sports Engineering Artificial Intelligence 209

Intercom, Inc.

MAY 28, 2020

Aircall, “ the phone system for modern business ,” goes far beyond the call centers of old by playing well with third-party integrations that allow companies to do everything from viewing customers’ history and call transcripts in their CRM to making or receiving calls directly within Intercom Messenger. Short on time?

Government 186

Government Start-ups CRM Sales 186

Fonolo

FEBRUARY 13, 2019

By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Their “The Inner Circle Guide to Omni-Channel Customer Contact” was included in our last report round-up post.) It’s not for lack of material!

Contact Center 57

Contact Center Technology Technology CRM 57

Intercom, Inc.

MARCH 26, 2020

In this episode, we hear from: Ruairí Galavan , Senior Manager of Customer Engagement : Based in our Dublin office after working remotely for four years in Berlin. Jade Shearstone , R&D Operations Manager : Now in our London office after working in Customer Support while traveling the world. Short on time? Where in the world.

Start-ups 171

Start-ups Education Sales 171

Steven Van Belleghem

MAY 19, 2020

It seems almost weird to me, considering the nature of contact centres offering remote voice advice to customers, that so many of them seemed to be asking their service employees to work at the office. The result often is happier customers. Here are the components of the contact center of the future: A Hybrid Model. Trust your talent.

Contact Center 52

Contact Center Start-ups E-commerce Innovation 52

Beyond Philosophy

OCTOBER 5, 2016

This sort of irrational decision making is one of the key topics of my latest book co-authored with Professor Ryan Hamilton of Emory University, The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level. Subconsciously, your customers don’t value it either. But it was popular!

Government 167

Government Customer Loyalty CX Customer Experience 167

Beyond Philosophy

NOVEMBER 10, 2022

So, when you have to make changes in your organization, you face many challenges. author of Influence is your Superpower: The Science of Winning Hearts, Sparking Change, and Making Good Things Happen. author of Influence is your Superpower: The Science of Winning Hearts, Sparking Change, and Making Good Things Happen.

Healthcare 78

Healthcare Start-ups Customer Loyalty Customer Satisfaction 78

Intercom, Inc.

FEBRUARY 28, 2019

In his spare time, he also hosts his own growth-focused podcast, called The Growth TL;DR. You’re probably familiar with product-market fit (determining the group of people who will become your customers). We have a suite of tools that help marketers, sales, customer service people, and grow companies.

Engineering 137

Engineering Start-ups CRM B2B 137