Intercom, Inc.

JANUARY 12, 2022

Or rather, it should be. That stereotypical image of a room teeming with monitors and elaborate dashboards where all the decisions are made isn’t real, and it’s high time we move away from it. According to Benn Stancil , co-founder and Chief Analytics Officer behind Mode , a platform designed to help data analysts and data scientists analyze, visualize, and share data, a lot of their actual day-to-day work involves sitting with product managers and business leaders, tinkering with various things

Start-ups 151

Start-ups Sales Gaming Transportation 151

Customer Think

JANUARY 12, 2022

The cab driver on his way from Dublin airport was dispensing unsolicited advice on two topics to our family: alcohol and where to buy it cheaply. He cheerily pointed out the multitude of appealing and reasonably priced pubs as we zipped through the narrow streets of Dublin to our hotel. Being properly primed, our first […].

Innovation 122

Innovation Customer Experience 122

Intercom, Inc.

JANUARY 12, 2022

At Intercom we obsess about our customers’ success. We also prioritize moving fast , making quick, effective decisions, and maintaining momentum. Collecting customer feedback is crucial to making smart product decisions, but it can be time-consuming for both our team and our customers. This might mean compromising on production speed, or on customer satisfaction if our users feel they’re being contacted too frequently.

Customer Feedback 118

Customer Feedback Start-ups Engineering Customer Satisfaction 118

Myra Golden Media

JANUARY 12, 2022

I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer. My client, thrilled that my training is already available to her at the new company, shared her favorite tactic from my training with me.

Customer Experience 106

Customer Experience 106

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Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time. When hiring for a CSM, leaders look for candidates with a variety of skills, from relationship building and emotional intelligence to resourcefulness and technological in

Start-ups 95

Start-ups Technology Technology 95

Help Scout

JANUARY 12, 2022

Follow these nine startup customer service tips to get started creating an excellent experience for your prospects and customers.

Customer Service 110

Customer Service 110

Shep Hyken

JANUARY 12, 2022

There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos. It’s time to bring it back with what may be the perfect example. .

Omnichannel 77

Omnichannel Social Media Start-ups AI 77

Beyond Philosophy

JANUARY 12, 2022

What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your refrigerator could tell the repair professional what was wrong with it before you ever said a word? Sound like a futuristic take on product technology? It is, and it’s called the Internet of Things (IoT).

VOC 78

VOC Management Consulting Technology Technology 78

Customer Think

JANUARY 12, 2022

Nothing can have Value without being an object of utility—-Karl Marx Too many people latch on to the meaning of value someone famous has coined, such as Value requires to be an object of utility, according to Marx. Utility can mean useful, helpful, effective, convenient etc. Utility value is defined in many ways by different people […].

Customer Loyalty 76

Customer Loyalty 76

ClientSuccess

JANUARY 12, 2022

Building a customer team can sometimes include trial and error. From your internal side, you need people on your team who understand the product, your customer’s goals, and what they are trying to achieve with your solutions. On the customer side, you need to work directly with advocates of your product, leaders who understand the value of adoption and growth, and other critical contacts.

Finance 75

Finance Customer Relationship 75

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.

Retail

Customer Think

JANUARY 12, 2022

B2B content doesn’t create a sum of knowledge as one-off random acts of content. That’s just a recipe for confusion about your brand; frustration and a turnoff for your buyers; and putting loyalty in question for your customers.To create influence, you.

B2B 73

B2B 73

Uniphore

JANUARY 12, 2022

The post November 2022 appeared first on Uniphore.

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100

Customer Think

JANUARY 12, 2022

By Matt Heinz, President of Heinz Marketing If you’re not already subscribed to Sales Pipeline Radio, or listening live every Thursday at 11:30 a.m Pacific on LinkedIn (also on demand) you can find the transcription and recording here on the blog every.

Sales 69

Sales 69

ClearAction

JANUARY 12, 2022

CEO’s Guide to Growth Through Ease of Business & Ease of Work Lynn Hunsaker. “Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. 2.

Government 62

Government Net Promoter Score Key Driver Analysis Innovation 62

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Customer Think

JANUARY 12, 2022

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Innovation 80

Innovation Technology Technology 80

Help Scout

JANUARY 12, 2022

This Ask Help Scout column includes advice on getting your customer service staff interested in writing more help documents — and creating space for them to do so.

Customer Service 58

Customer Service 58

Customer Think

JANUARY 12, 2022

Marketers have become too engrossed in digital marketing metrics. Click-through rates, impressions, unique visitors and the like offer instant confirmation that their marketing efforts are working. But are they really? Do traditional metrics reflect real buyer behavior? Put another way, do we really know what prompted a buyer to engage with a brand?

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The DiJulius Group

JANUARY 12, 2022

Chief Revolution Officer John DiJulius of The DiJulius Group discusses why we need to stop calling the great resignation a labor shortage and start calling it a turnover crisis. Learn: Why CX Strong should be your company’s highest priority right now Why overall customer satisfaction is at a 15-year low What are the two biggest. Read Full Article. The post 068: Stop Calling It a Labor Shortage, It Is a Turnover Crisis appeared first on The DiJulius Group.

Customer Satisfaction 52

Customer Satisfaction CX 52

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

CX Network

JANUARY 12, 2022

The director of guest care at Dufresne Group explains the mindset shift triggered at the home furnishings group when it undertook a major digital channel transformation.

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The DiJulius Group

JANUARY 12, 2022

Chief Revolution Officer John DiJulius of The DiJulius Group discusses why we need to stop calling the great resignation a labor shortage and start calling it a turnover crisis. Learn: Why CX Strong should be your company’s highest priority right now Why overall customer satisfaction is at a 15-year low What are the two biggest. Read Full Article. The post 068: Stop Calling It a Labor Shortage, It Is a Turnover Crisis appeared first on The DiJulius Group.

Customer Satisfaction 52

Customer Satisfaction CX 52

Help Scout

JANUARY 12, 2022

Tired of Freshdesk or looking for your first help desk? This list of Freshdesk alternatives will help you decide which tool is right for you.

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58

Zendesk

JANUARY 12, 2022

When it comes to sales, it’s easy to believe that no opportunity is a wasted opportunity. If you throw a product at enough people, someone is bound to buy it, right? Technically…yes. But say you spent money and effort to contact 100 random people about your product. Seventy-five of them aren’t in your target audience, 10 of the remaining 25 can’t afford your product, and 14 are happy with their current product from a competitor.

Sales 98

Sales CRM Social Media Start-ups 98

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX

Ameyo Callversations

JANUARY 12, 2022

As the world is becoming more technological and digital with the changing dynamics in the contact center industry, Interacting with the customers has been wholly revolutionized. Incorporating innovative technologies in businesses brings out many new features and tools to boost the company’s overall communication skills. One of those tools is conversational AI.

AI 52

AI Sales Contact Center Artificial Intelligence 52

Aquire

JANUARY 12, 2022

With social media getting increasingly popular by the day, providing customer service on Instagram gives you more opportunities to connect with customers — both existing and potential — than ever before. In fact, as Barry Libert, CEO of AI Matters, puts it, “The future of business is social.”. So, let’s dive and look at some ways you can use Instagram to add another customer service channel to your offering and boost customer experience while you’re at it.

Social Media 98

Social Media Customer Service Retail CRM 98

Lightico

JANUARY 12, 2022

What is Conditional Logic? How fast does your business need to turn around a customer’s request? In the old world of physical paperwork, it was considered the best practice to only include pages that are relevant to the customer. Conditional logic applies this same reasoning to electronic forms. By using conditional logic in your eforms, you can speed up the process by hiding irrelevant fields and only displaying the ones that are necessary.

Data Entry 52

Data Entry Finance 52

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago. However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.

Retail 140

Retail Machine Learning AI Artificial Intelligence 140

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

Retail