Futurelab

MAY 12, 2021

In a major customer centricity programme I ran a number of years ago, we interviewed over 100 people at all levels of the organisation. We wanted to understand how customer-centric they considered themselves to be and compare these findings to the behaviour of the whole business. Tags: customer centricity Alain Thys leadership behaviour Facebook Like.

246

246

Intercom, Inc.

MAY 12, 2021

At Intercom, we’ve always focused on building excellent products which our customers value and love. Continuing to meet this goal as we scale means constantly re-evaluating how our teams work to keep performing at our very best. There is no “one size fits all” approach to building high-performing teams. Once you find a winning formula, it doesn’t stay relevant for long.

Engineering 239

Engineering Start-ups Customer Feedback 239

Help Scout

MAY 12, 2021

Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.

Customer Retention 115

Customer Retention Finance Business Growth Customer Service 115

Foresee

MAY 12, 2021

Verint is recognized as a Strong Performer in The Forrester Wave™: Customer Feedback Management (CFM) Platforms, Q2 2021, which was released May 11, 2021. The Forrester report noted that “Verint continues to provide CFM and VoC services to a large volume of customers across the globe, with a focus on unifying data across the enterprise […]. The post New Forrester Report Names Verint as a Strong Performer in Customer Feedback Management appeared first on Verint ForeSee.

Customer Feedback 94

Customer Feedback VOC CX 94

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The DiJulius Group

MAY 12, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group answers this question: Why do companies like Apple, American Express, Tesla, Chick-fil-A, Starbucks, Amazon, Southwest, and Zappos always outperform the rest of their industry regardless of the economy? It is the service, stupid! Today, discover how one company increased revenue to over $2 million a month.

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93

Zendesk

MAY 12, 2021

Businesses work hard to attract customers, and keeping them around takes just as much effort. According to the Zendesk Customer Experience Trends Report , half of customers say they would switch to a competitor after just one negative experience—that number grows to more than 80 percent after multiple bad experiences. A “bad experience” can happen at any touchpoint in the customer’s journey, from their first interaction all the way to final sale and beyond.

Customer Retention 52

Customer Retention Net Promoter Score Touchpoint CRM 52

Intercom, Inc.

MAY 12, 2021

When it comes to supporting and engaging customers, striking the balance between personalization and efficiency is critical if you want to operate at scale. But in order to find that highly sought-after sweet spot, you need to deeply understand your customers’ experiences with your product – and their expectations. Without this knowledge, it’s inevitable that your customer communication will remain impersonal and inefficient, neither of which will empower your team to meet ever-rising customer e

Gaming 118

Gaming Machine Learning Start-ups Engineering 118

Qualtrics

MAY 12, 2021

How can design research principles of being curious about your target market and learning what they need give you the ultimate edge in creating the best customer experiences? What is design research? Design research has become more important in business, as industries move towards designing high-quality customer experiences. How can companies create truly valuable products and services that focus on the customer and provide value that enhances their experience and lives?

Sentiment Analysis 26

Sentiment Analysis Start-ups Social Media Actionable Insights 26

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year?

Customer Expectations 89

Customer Expectations AI Machine Learning Technology 89

Qualtrics

MAY 12, 2021

How can you put people at the heart of your design decisions to elicit an emotional response about your products, services, brand, or workplace? Our guide to experience design will help you understand how an outside-in approach can help you get the perspectives you need to design the experiences people want next. What is experience design? Experience design is an approach to creating experiences for people that: Solve a problem.

Start-ups 26

Start-ups Innovation Technology Technology 26

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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