Tue.Dec 06, 2022

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Intercom’s product principles: Creating personal products by design

Intercom, Inc.

Our mission – the change we want to create – is to make internet business personal. Whether we’re creating tools that improve personalization or strengthening our privacy and security, Intercom has always been committed to bringing a personal touch to every change we make to our product.

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Amazing Business Radio: Diane Hopkins

Shep Hyken

The Chief Moment Officer . Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers.

Legal 87
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Trending Sources

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Beginner's Guide to Personalized Customer Experience for eCommerce

Zonka Feedback

The growth of the eCommerce industry has been absolutely astounding in the last few years. Customer Experience

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4 Effective Contact Center Development Ideas

Fonolo

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. .

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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The (Flexible) Future Of Our Work Week

The DiJulius Group

“More than a chance to work from home or anywhere. People want flexible hours, which I think is what we’re here to discuss.” Adam Grant Where did the 5-day work week come from, anyway? Who invented it? It is right for 2023 or is there better alternatives? Could 4 days be the flexible future of.

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What is SMS Marketing? How Does it Work? (4 Best Practices)

Customer Think

Have you tried using SMS marketing for your business? SMS marketing is a form of mobile marketing that uses text messages to promote products or services. It is commonly used by businesses to send promotional messages, discounts, and special offers to their customers.

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Your Guide to Automation for Customer Support

TeamSupport

Customer support demand is always growing larger and larger. As your customers expect more and more from your business, it’s likely that your business will be hard-pressed to deliver speed and quality service that meets their expectations.

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You Need to Deliver Extraordinary Customer Experiences – Now More Than Ever

Customer Think

In an article for Computer Weekly titled Efficiency to Empathy: Customer Experience in Cost-of-Living Crisis, Madeline Bennet encourages urgent action to improve customer experiences. Madeline writes: A recent survey of 2,000 shoppers from customer eng. Blog Customer Experience Service and Support

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Influential CX Trends for 2023

DMG Consulting

Influential CX Trends for 2023. 2023 is shaping up to be a tough year for many enterprises. This will elevate the importance of delivering an outstanding and personalized customer experience (CX) as organizations position themselves to maintain their profitability and retain their customers. Economic uncertainty is taking a toll on consumers, who are reducing their spending to conserve capital.

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December CMI Placeholder

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4 Questions You Should Ask Before You “Go All In” on Personalization

Customer Think

It's almost an article of faith among marketers that delivering personalized content and experiences to customers and potential buyers will improve business results. The value of personalization has gone largely unquestioned for nearly two decades. Blog Digital Marketing

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Four Ways to Add Value for Customers

Uplifting Service

[link]. No matter how great your primary product is… dooner or later it will be imitated or commoditized. So you need a great answer to this question: Why should someone do business with YOU rather than a competitor? To find the answer, you must learn to create value in EVERY category your customers care about. Watch the video to discover what those Four Categories are – and how you can use them to become irreplaceable to your customers. VideoPosts #ServiceCulture #BestPractices.

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5 Leadership Tools for Decision-Making and Prioritization

Customer Think

I originally wrote today’s post for CMSWire. It appeared on their site on September 12, 2022. As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience. Blog Editor's Pick Leadership

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Contact Center Solutions For Your Enterprise: The New Keys to Success.

Hodusoft

Contact Center Solutions For Your Enterprise: The New Keys to Success. Modern companies increasingly rely on contact center solutions in order to build loyalty and retention among customers. 84% of businesses that strive to enhance customer experience noted significant growth in their revenue.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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Create Alignment Through Constancy of Purpose

Customer Think

Earlier this year, at a live management training event for a sophisticated multi-billion-dollar global company, I posed the following instructions in succession:“Raise your hand if you consider yourself to be a purpose-driven leader.”“Now, Now, raise your h. Blog Leadership

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CX job of the week: Accugile

MyCustomer Experience

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 6th Dec 2022. By Rhys Fisher Staff Writer

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How to support customers when the service is buggy

Customer Think

“Please also include a section that deals with situations where the product (software) quality is not good because of which the customers always get stuck because of bugs on the platform and write in frustrated.” A student left this review on my Udemy. Blog Editor's Pick Service and Support

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How the Utility Industry Can Use CRM to Double-Down on Customer Experience

SugarCRM

A digital ‘whirlwind’ is blowing strong and furious across many industries, but for the utility industry, that’s just the tip of the iceberg.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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The Evolution Of The World’s Most Famous Logos

Customer Think

In a world where first impressions are everything, your logo is your brand’s calling card. It’s one of the first things people will see when they come across your business, so it’s important to make sure it’s memorable, relevant, and on-trend.

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6 Strategies to Reduce Post-Purchase Dissonance and Boost Customer Retention

Customer Think

Image source: Pixabay.com Customer satisfaction is one of the most important factors in building a successful eCommerce business. Ensuring customers are happy at every stage of their interactions with your company is essential to converting them into regular buyers.

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The Problem With Inbound

Customer Think

We rely too much on Inbound leads to achieve our goals! Our prospecting strategies are dominated by creating Inbound demand that sellers respond to. Whether it’s emails, social visibility, SEO, or anything else, the focus is on getting buyers to take the initiative to reach us.

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Who Needs A Data Centre? The ‘Hows’ And ‘Whys’ Of Data Storage

Customer Think

We live in a time where most enterprises rely on the cloud to store their data. Gone are the days of faxes, snail mail and four channel televisions when we now have smartphones and the internet.

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Product Market Fit: A Lesson from Sephora’s Head of Product

Speaker: Sneha Narahalli - VP, Head of Product at Sephora

In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.

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Frontier Airlines: In a Digital Age, Is a No-Phone Customer Experience Model a Step Too Far?

Customer Think

The cost-cutting potential of going digital-only will always draw the attention of business leaders. Should traditional channels be condemned to the history books? Blog Service and Support Think Tank

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How B2B merchants can learn from B2C embedded payments

Customer Think

B2B businesses understand the importance of developing payment strategies that can stand the test of time. As customers’ digital needs and expectations grow, these strategies should include a plan on how to incorporate embedded payments, which B2B businesses can learn from popular B2C use cases.

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How to optimize your Zendesk workflows to handle high ticket volumes

Customer Think

When tickets keep pinging into their inbox, it’s easy for customer service teams to feel overwhelmed. At times when demand is at its highest — for example, in the run-up to the holidays — this can lead to stressed employees and a sub-par customer experience.

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Planning for the peak of peak seasons: Retailers must move in real-time to come out on top in the ultra-competitive 2022 Holiday Season

Customer Think

Peak trade season is right around the corner, with activity around Black Friday, Cyber Monday and general Holiday/Christmas shopping ramping up – retail organizations, staff and associated supply chains are gearing up for the first true “post-Covid” holiday for two years.

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Powering Personalization Through Customer Data

Finding the right CDP can help unlock the value of your customer data. This eBook offers guidance on choosing, deploying, and utilizing a CDP, along with a case study on how one bank put data into action to forge stronger connections with customers.