CSAT.AI

SEPTEMBER 7, 2022

The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. We Value Your Business. Why is it a big surprise when customers use abusive tactics to get what they want?

Customer Service 88

Customer Service Non-Profits Sentiment Analysis Social Media 88

Customer Bliss

JULY 29, 2021

Part of what happens is that people will look at a spreadsheet and say, “We can get $50 million more out of customers if we do this little up-charge.” ” Well, yeah, that may be good for today, but not for tomorrow’s customers who are going to potentially walk away from you. Do the Customer Math.

Start-ups 74

Start-ups Customer Survey 74

Zendesk

MARCH 25, 2021

The value statement “I strongly believe that all people should have equal opportunity and equal access in all areas of life” has risen from its rank in sixth place in 2019 to the top spot. According to the Zendesk Customer Experience Trends Report 2021 , 63 percent of respondents want to buy from companies that are socially responsible.

Retail 98

Retail Social Media Start-ups CX 98

Beyond Philosophy

OCTOBER 29, 2015

Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. And it’s because they are realigning to their Customer-center. The new fit descriptions are designed to help Customers know which fit is appropriate for what activity. So what does this story show us?

VOC 154

VOC Customer Experience Education Voice of the Customer 154

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. Sometimes, it can even tell us something about the world we live in.

B2B 118

B2B Education Start-ups Agriculture 118

Intercom

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. In fact, he says the customer experience has never mattered more.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Experience Investigators

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. And who can blame you?

Customer Experience 98

Customer Experience Contact Center Close the Loop Invoicing 98

Aquire

JULY 13, 2021

Brand and customer experience are two sides of the same coin. What we mean is this: how customers see you as a brand is shaped by how they interact with you throughout their buying journey — from ads to word of mouth, from pre- to after-sales support, from social media engagement to branded events. Let’s see how.

Customer Experience 59

Customer Experience Social Media Net Promoter Score Omnichannel 59

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. The key word is “ongoing.”.

Start-ups 77

Start-ups Customer Feedback NPS Customer Satisfaction 77

Customer Bliss

OCTOBER 29, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. When customers need you, are you there? Do you get to customers before the tweets and the calls for help begin? Customers get that. Be Proactive and Plan for Customer Recovery. We are human.

CX 51

CX Customer Experience 51

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play. That’s right!

B2B 52

B2B Customer Service Touchpoint Customer Feedback 52

Lumoa

MAY 7, 2018

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. All the time. "I

Customer Experience 98

Customer Experience NPS Start-ups Sales 98

Intercom

OCTOBER 21, 2021

?. We all know an outstanding customer experience can set you apart from the competition, but is it possible, or wise, to guarantee it? The key to earning (and keeping) our customers’ trust and business, Jeff says, is in the promises we make and expectations we meet, no matter how small.

Customer Experience 64

Customer Experience Start-ups Hospitality Hospitality 64

Customer Bliss

FEBRUARY 25, 2016

Honoring “Customers as Assets” connects volume and value to customer experience ROI and growth. Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. Here are four elements to grow customer experience ROI: 1.

Customer Experience 54

Customer Experience Gaming Sales Business Growth 54

Qualtrics

OCTOBER 30, 2019

This is Suzanne’s “Why Qualtrics” story. I’ve been given so many unique opportunities & so much support (both personally & professionally) that I live life by paying it forward. What attracted you to Qualtrics in the first place, and specifically made you want to join after you’d completed your MBA?

Outlook 36

Outlook Start-ups Sales Technology 36

Intercom

APRIL 27, 2023

You might say your business prioritizes the needs of your customers. You might even say your customer-service is customer-centric. But do you have what it takes to earn the title of customer-obsessed? The terms customer-obsessed, customer-centric, and customer-focused sound pretty similar.

CX 52

CX AI Start-ups Customer Service 52

Qualtrics

MAY 22, 2019

Ask Jeanne Bliss, CEO and founder of Customer Bliss, what she does for a living and she’ll tell you she’s on ‘a crusade’. To help people around the world do a better job of uniting their organization to improve lives and to grow their business admirably.”. It’s about what employees and customers say we are.

Start-ups 40

Start-ups CX Customer Experience Sales 40

Qualtrics

OCTOBER 15, 2019

This is Amy’s “Why Qualtrics” story. Qualtrics provided such a natural place for me to blend my interests and skills – a place where I could leverage prior experience to springboard into a rapidly emerging sector. What attracted you to Qualtrics in the first place? What does your day look like?

Management Consulting 33

Management Consulting Start-ups Technology Technology 33

ProProfs

DECEMBER 28, 2022

This adds more structure and sequence to your training programs and is a great way to close knowledge gaps. . Adding assessments in learning paths can ensure that learners are on the right track and have grasped all the information thoroughly, ultimately making your learning programs successful. . Wondering what a learning path is?

Start-ups 52

Start-ups Gaming Education 52

Qualtrics

OCTOBER 22, 2019

This is Randy’s “Why Qualtrics” story. At Qualtrics in Customer Success, I partner with our customers to achieve their business outcomes by providing thought leadership and strategic consultation. What attracted you to Qualtrics in the first place, and made you want to join us after you completed your MBA?

Non-Profits 36

Non-Profits Management Consulting Start-ups Customer Relationship Management 36

Fonolo

JANUARY 30, 2019

Avaya made good use of its annual Avaya ENGAGE® conference to show off its new branding while impressing partners, press, analysts, and customers with its momentum. There have now been three quarterly earnings reports without drama ( mostly ). million cloud seats currently in place out of 145 million total seats worldwide.

Contact Center 57

Contact Center Social Media Education Innovation 57

Provide Support

MAY 25, 2015

8 Tips to increase customer support staff productivity. Perhaps, every business at some point of their existence has questioned how to increase the productivity of their customer service staff without wearing people out and increasing their stress. Simplify your customer service, eliminate bureaucracy.

Customer Service 89

Customer Service Customer Satisfaction 89

Customer Bliss

JUNE 22, 2018

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro. How to Create Great Customer Experience .

CX 48

CX Healthcare Customer Experience Start-ups 48

Qualtrics

NOVEMBER 13, 2019

This is Mark’s “Why Qualtrics” story about driving growth and improvement in his career. What attracted you to Qualtrics in the first place and, in particular, join the team after you completed your MBA? Regardless of the stage at which you are in your career, there is a ton of opportunity to make a difference.

Sports 20

Sports Legal Start-ups Gaming 20

Qualtrics

SEPTEMBER 9, 2021

Not only will you get a dedicated specialist to help support you through the entire process, but as the administrator of the survey for your organization, if you are a SHRM-CP or SHRM-SCP holder, you can earn 10-20 PDCs for your work on the SHRM survey that meets or supports your organizational goals!

Innovation 26

Innovation Education 26

SugarCRM

OCTOBER 27, 2022

It was a global month-long tour filled with customers and experts sharing experiences, tips and tricks, advice, and best practices on how they use their Sugar products. Adrian Swinscoe is a best-selling author on customer service, experience, and engagement. Let’s dive in.

B2B 26

B2B E-commerce CRM CX 26

Qualtrics

JUNE 24, 2020

How do your employees feel about returning to work from the office ? Do your customers feel confident enough to start returning to shop in-store? The research builds upon earlier findings from the US , which revealed more action is needed before people feel confident. Going back to the workplace. Assurance from authorities.

Sports 26

Sports Transportation Government Start-ups 26

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 60

Customer Retention Customer Loyalty Social Media Education 60

SugarCRM

JUNE 30, 2021

In 2020, like so many others, we pivoted our annual customer event series, SugarConnected, to a digital format. We delved into all the changes SugarCRM went through in the last 12 months for our team, customers, and product portfolio. . We managed to develop the technology necessary to offer you a unified view of the customer.

Artificial Intelligence 29

Artificial Intelligence CRM Predictive Analytics AI 29

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. Do companies have the right policies in place to ensure their feedback loop is closed at all levels? But what exactly is the problem?

Customer Experience 40

Customer Experience Social Media Start-ups Non-Profits 40

Qualtrics

NOVEMBER 18, 2020

When it comes to your digital products and experiences , design is a critical lever. Read on to learn what UX design is, the role it plays in delivering a better customer experience, and how to support your user experience teams. You don’t open your mouth unless you’re confident you are right. In design, it’s flipped.

Net Promoter Score 26

Net Promoter Score NPS Technology Technology 26

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Intercom, Inc.

DECEMBER 18, 2019

In the past 12 months on Inside Intercom, we’ve published nearly 200 blog posts covering everything from product launches to product strategy ; from growth stories to goal setting ; from building teams to bot skills ; from sales insights to stand-up comedy. As 2019 draws to a close, it’s time to reflect on another amazing year at Intercom.

Non-Profits 30

Non-Profits Sales Start-ups Engineering 30

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

Intercom, Inc.

FEBRUARY 17, 2022

Doug firmly believes in embracing the confidence, energy, and passion you put into your work, so much so that he built a business on it. Mojo, he says, can be a valuable differentiator in your marketing, and that, in this day and age, is something very much worth fighting for. And no, we’re not talking about Austin Powers!

B2B 209

B2B Start-ups Education Entertainment 209

Qualtrics

OCTOBER 8, 2019

This is Steve’s “Why Qualtrics” story. They asked me: “What is your why? What attracted you to Qualtrics in the first place? Years ago, after I had been an intern at Qualtrics for about 8 months, I interviewed to go full time. What motivates you in one word?” ” My answer was immediate: excellence.

Sales 20

Sales Start-ups Healthcare Touchpoint 20

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. My daughter soon began to relive her childhood as she discovered most places were not built for her family. Inclusive Design Redesigning the customer experience will require implementing inclusive design strategies.

Customer Experience 140

Customer Experience Customer Journey Map CX Education 140