Intercom, Inc.

NOVEMBER 2, 2021

That’s likely because there isn’t just one cause – the pandemic has pushed underlying issues to the surface, triggering a widespread re-evaluation of what’s important in our work lives. One thing that will always be on that list, however, is good management. In my experience, managers suffer something akin to the Dunning-Kruger effect.

Engineering 291

Engineering Construction Sports 291

Inside Customer Service

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. asked an employee as she approached Sally. In fact, if it wasn't for the name tag and the employees' offer to retrieve a pair of shoes in Sally's size, we might have easily mistaken the employee for another Dr. Martens fan.

Retail 261

Retail Social Media Finance Sales 261

Inside Customer Service

FEBRUARY 16, 2023

Employees say "welcome" with the enthusiasm of gray paint. They use your name like they're working through a checklist. But here's the kicker—it has to be authentic. Try training an employee by telling them, “I can’t tell you exactly how to do it, but you’ll know it if you’re doing it right.” They are.)

Start-ups 239

Start-ups Customer Service 239

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. That is, in order to stay competitive, businesses need to put customers first by creating engaging, personalized customer experiences.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Inside Customer Service

MARCH 30, 2023

Service Culture: a culture where employees act in service to customers. Training: helping employees build the knowledge, skills, and abilities to do their jobs. Put them all together: Service culture training is a process for helping employees know how to act in service to customers. more info ) What does it mean?

Construction 182

Construction Customer Service Customer Experience 182

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

ECXO

MAY 14, 2024

This new perspective emphasizes the importance of human connections, emotions, and experiences in every transaction, whether it’s between businesses or directly with consumers. H2H focuses on the emotional and relational aspects of business, advocating for empathy, authenticity, and personalized experiences in all exchanges.

B2C 52

B2C B2B Artificial Intelligence Non-Profits 52

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Text Analytics 52

Text Analytics Customer Journey Map Touchpoint Start-ups 52

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The fifth sin, dear reader, is neglecting employee experience.

Customer Experience 95

Customer Experience Net Promoter Score VOC Innovation 95

Fonolo

JANUARY 19, 2023

In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

Data Entry 155

Data Entry Contact Center Education Social Media 155

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 121

Customer Experience Government CX Customer Loyalty 121

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Where would you prefer to work?

Healthcare 52

Healthcare Net Promoter Score Start-ups Customer Satisfaction 52

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

Beyond Philosophy

MARCH 21, 2024

Even the most well-managed companies will have things go wrong. The key to handling it well is to master the art of staying cool. The customer is volunteering their time and energy to inform you of a potential problem in your experience. Listen to the podcast: Sometimes, things go wrong despite your best efforts.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Fonolo

OCTOBER 26, 2022

Impeccable customer service and experience? Your first step to inspiring your agents at work is to recognize how difficult their jobs can be. . Show some compassion and be proactive to keep agents happy. You’ll scramble to find new talent, and your customer experience, profits, and metrics will suffer.

Contact Center 142

Contact Center Education Start-ups Customer Satisfaction 142

Fonolo

AUGUST 24, 2021

A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work.

Contact Center 148

Contact Center Technology Technology Education 148

Intercom, Inc.

JULY 28, 2022

And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. By the time he left to join Google Cloud as EMEA VP of Operations and Customer Growth, Salesforce had around 17 billion dollars in revenue and almost 50,000 employees.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

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. Support teams turn company promises to their customers into experiences that drive long-term loyalty. Over the last 10 years, this thinking has come undone.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83

Intercom, Inc.

SEPTEMBER 17, 2020

The company was originally founded in South Korea and made the move to Silicon Valley in 2015 – it quickly became adopted as a place for employees from the likes of Apple, Facebook, Google, Microsoft, and more to discuss the internal culture of their companies. Anonymity can be a useful tool for empowerment (when used correctly).

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

SurveySensum

MARCH 11, 2024

A positive employee environment plays a crucial role in shaping workplace culture, extending beyond mere job satisfaction to foster an atmosphere where individuals feel valued, respected, and integral to the organization’s success. Both employees and the organization benefit from such an atmosphere.

Finance 52

Finance 52

SurveySensum

FEBRUARY 22, 2024

Imagine you are working in an organization that is incredibly famous and makes your resume stand out in a crowd of thousands. But when you join the workforce, you realize the stagnancy of growth and the lack of a work-life balance within the organization. Well, this can be detrimental both to your productivity as well as the company’s.

Net Promoter Score 52

Net Promoter Score Innovation Start-ups Construction 52

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. However, today, this concept is essential and might be what saves your experience at a time when experiences need saving. Employee Experience is not a fad. However, the term might be.

Sports 78

Sports Legal Start-ups Management Consulting 78

TeamSupport

DECEMBER 20, 2023

Being a (metaphorical) mind reader isn’t only possible, but thanks to advances in technology, it’s now a customer expectation. To get real value out of AI, the technology you implement needs to be trained on your processes, digest data, and more. Analyze the feedback to identify trends, areas for improvement, and customer pain points.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. This scenario underscores the critical link between employee satisfaction and overall organizational success.

Innovation 52

Innovation Customer Satisfaction Gaming Start-ups 52

Beyond Philosophy

JANUARY 25, 2024

Justin shared how sports can teach us a lot about how to improve your Customer Experience. Plus, even if you’re not familiar with Australian rules football, the sports metaphors work well. There is No “I” in Team We had a podcast recently where we discussed the role of finance in the customer experience.

Sports 78

Sports Customer Experience Finance Invoicing 78

Fonolo

AUGUST 19, 2021

It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits. Agents usually experience burnout after a long period of consistent stress. Here are some common signs of agent burnout to look out for: Increased absenteeism (more sick calls, requests for time off, or work abandonment).

Contact Center 148

Contact Center Customer Satisfaction Technology Technology 148

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. Contact center professionals?

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Fonolo

FEBRUARY 27, 2023

To work effectively, they need to be integrated into your contact center strategy. Shai Berger, CEO of Fonolo, points out that self-serve used to be a tactic to deter customers from connecting with an agent. Customers are the ones in charge, demanding control over their support experience. “At says Sue. “The says Sheri.

Contact Center 142

Contact Center CX Gaming AI 142

Beyond Philosophy

DECEMBER 7, 2023

He had a lot of interesting insights in terms of the interface between AI and human employees. Another thing Tom said was that people use employees now to help in the Customer Experience. However, I disagree; fewer people work in Customer Experience these days. Just click here to learn more and submit.

AI 88

AI Customer Experience Start-ups Education 88

Intercom

NOVEMBER 16, 2023

Companies often treat the customer experience as an afterthought, focusing most efforts and resources on product development or sales structures instead. It’s the organizations that prioritize their service experience that drive loyalty and win customers’ business. But what sets them apart? rise in customer satisfaction.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Customer Service Life

APRIL 1, 2019

Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. If this is all your workplace wellness program includes, it stinks. And, your employees are likely sick of it. Creating a wellness program at your office is all the rage. Increase employee morale. Increasing productivity.

Contact Center 144

Contact Center Construction Finance Healthcare 144

Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

Education 137

Education CX Customer Feedback Customer Relationship Management 137

SurveySensum

MARCH 4, 2024

Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. To address this, management launched an anonymous feedback survey which turned out to be a game-changer. What is Anonymous Employee Feedback?

Start-ups 52

Start-ups Gaming Structured Data Construction 52

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. The employees there saw customers as numbers on a sheet, not humans with needs and emotions. But Jose, our lion hero, had a different perspective. For sure it was.

Customer Experience 103

Customer Experience Start-ups Customer Feedback Sales 103

Execs In The Know

MARCH 25, 2022

As the pandemic eases and the way work gets done stabilizes, the work-from-home (WFH) hybrid model is a top choice for many organizations. It requires a transformation in the way leaders plan, direct, and engage employees in their organization. Employee Experience Checklist.

Voice of the Employee 98

Voice of the Employee Technology Technology Start-ups 98