Bill Quiseng

OCTOBER 25, 2023

QUI QUESTION: Customer service is a performance art. We, as customer service professionals, act to be happy to serve our customers so much so that they believe we are genuinely happy to serve. What matters is if our customers believe we are genuine. When it comes to customer experience, it’s never about us.

Customer Service 174

Customer Service Customer Expectations CX Customer Experience 174

Zendesk

MARCH 13, 2024

Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. The latest CX Trends data shows that unprecedented demand for AI is driving up the speed and frequency of customer engagement.

AI 138

AI CX Business Growth Innovation 138

Heart of the Customer

JANUARY 31, 2024

Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth.

Customer Experience 78

Customer Experience Customer Loyalty CX 78

1 to 1

OCTOBER 5, 2015

In today's highly competitive economy, great customer experiences are vital to the ongoing success of any organization. But change takes time. Implementing new corporate initiatives can be a slow process that requires jumping through numerous hoops before igniting a major transformation. 1to1Media.com/weblog.

Customer Experience 45

Customer Experience 45

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Bill Quiseng

FEBRUARY 21, 2024

Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. And when you consistently deliver a little wow, you transform an average, satisfactory customer experience into a positively WOW Experience. Deliver consistency Magnificently!

CX 88

CX B2C Hospitality Hospitality 88

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. They are critical to building that experience – and to delivering it.

Customer Experience 52

Customer Experience Touchpoint Customer Feedback CX 52

Intercom, Inc.

NOVEMBER 24, 2021

The intuition, experience, and motivations of the decision-maker are critical inputs to the decision. A great decision-making process empowers this. Large decisions are risky; break them down into a set of smaller decisions or actionable experiments. Improving our decision-making process carries two key challenges.

Customer Retention 257

Customer Retention Construction 257

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? What Do Customers Value in CX? Convenience. Friendly service.

Artificial Intelligence 154

Artificial Intelligence Contact Center CX Machine Learning 154

Futurelab

MAY 2, 2022

How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers. (AT&T How does it make customers feel? And customers are left thinking: Why don’t they just give that to us?

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Customer Think

FEBRUARY 1, 2024

Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Given the low overall maturity of most companies’ […]

Customer Experience 72

Customer Experience Customer Loyalty CX 72

Customer Think

OCTOBER 24, 2023

Customer understanding is a critical piece of designing and delivering a great customer experience. Employee understanding is just as important to designing and delivering a great employee experience. I’ve written about personas several times before and included them […]

Customer Experience 80

Customer Experience Customer Loyalty 80

Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. Despite all of the great progress in that time, it still feels like the journey is just starting. This will maximize the opportunity to a great answer being provided for your customers.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Futurelab

MARCH 20, 2022

How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers. (AT&T How does it make customers feel? And customers are left thinking: Why don’t they just give that to us?

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Beyond Philosophy

APRIL 25, 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. Storytelling is an essential part of communication with customers, too. Brands that want to communicate this to their customers need an explanation that helps them understand how that is possible.

Engineering 78

Engineering Education Start-ups Customer Experience 78

ModSquad

JANUARY 10, 2023

These days everyone is talking about “delivering great experiences”. We’ve always believed that great customer experiences and vibrant communities could transform businesses and organizations. Delivering the highest quality CX services is a hallmark of our work. It’s why we pioneered remote work.

Social Media 98

Social Media CX Start-ups Customer Experience 98

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more. Acknowledge.

CX 97

CX CXM Customer Journey Map Education 97

Lumoa

OCTOBER 20, 2022

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . A Good Customer Experience Builds Customer Advocacy.

Customer Experience 122

Customer Experience Customer Retention Customer Satisfaction Retail 122

Intercom, Inc.

APRIL 20, 2022

Designers at Intercom work in cross-functional teams that strive to consistently ship great products. We design simple systems that solve complex problems for our customers. We believe there’s no value in innovating if it doesn’t solve our customer’s problem. We follow 9 fundamentals.

Innovation 211

Innovation Machine Learning Engineering Start-ups 211

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. You have been happy that your customers leave satisfied. Satisfied customers feel their experience is good, not better, just average. So, don’t serve to sell to customers. And don’t serve to satisfy customers. Human to Human.

B2C 134

B2C Customer Loyalty AI B2B 134

Beyond Philosophy

MAY 6, 2023

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. I found an excellent one at HubSpot , another great one at Salesforce , and third at Qualtrics. To remedy this giant hole in our content, we recorded this podcast.

Customer Experience 147

Customer Experience 147

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. Be GREAT out there! So CARE BIG! Serve to CARE.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Intercom, Inc.

MARCH 28, 2022

Second, expectations are rising for consumer-grade experiences. Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Customers, too, expect more and will put their money where their values are. At the forefront of this move, from what businesses want to what customers need, are support teams.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Shep Hyken

JULY 12, 2022

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Ask the right questions.

Hospitality 103

Hospitality Hospitality Sales Customer Service 103

C3Centricity

DECEMBER 5, 2023

This post discusses how to use AI to enhance customer experience with another AI, authentic interactions. Although AI-driven interactions have made significant progress, it is time to take them to the next level by integrating authentic interactions with AI to deliver exceptional customer experiences.

AI 90

AI Artificial Intelligence Technology Technology 90

Zendesk

MAY 30, 2023

In the eyes of customers, you’re only as good as their last experience with you. This means that consistency is key—whether you’re facing economic headwinds or an unexpected spike in customers needing help. But fewer resources do not have to translate into a lower-quality experience.

AI 98

AI CX Customer Expectations Customer Loyalty 98

Customer Think

JANUARY 27, 2023

Delivering a great customer experience is essential for any business. It’s also essential to make sure that customers have an enjoyable and positive experience throughout their entire journey with your company. In today’s competitive landscape, it’s not enough to simply offer a good product or service.

Customer Experience 105

Customer Experience Customer Loyalty 105

1 to 1

OCTOBER 1, 2013

A few weeks ago when I attended CRM Evolution 2013, much of the buzz was about the omnichannel customer experience. As you might expect, a central topic of discussion was around breaking through the data silos that exist between different channels and enterprise functions that can inhibit the omnichannel customer experience.

Omnichannel 48

Omnichannel Customer Experience CRM Technology 48

Steven Van Belleghem

FEBRUARY 3, 2023

The 90% tech experience You may remember that I wrote about the 90% tech experience in one of my former pieces: about technology that’s really cool, but that is not (yet) good enough to create breakthrough evolutions in CX. We had our products, our services and then we tried to remove all the obstacles between us and the customer.

Technology 144

Technology Technology CX Machine Learning 144

Experience Investigators

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. for engaging with customers on a more personal level, ensuring they feel truly understood.

Voice of the Customer 98

Voice of the Customer VOC AI Sentiment Analysis 98

Help Scout

AUGUST 22, 2023

Answer these four questions to create a customer experience team that's poised to deliver great experiences for every customer, every time. Read the full article

Customer Experience 75

Customer Experience 75

Help Scout

JUNE 15, 2021

Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well.

Customer Experience 115

Customer Experience Sales Start-ups CX 115

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173