Beyond Philosophy

JULY 2, 2020

We have had massive changes occur. When we hosted Rory Sutherland on the podcast a couple of weeks ago, he made the point that businesses have prioritized efficiency over resilience. Whether these are new ideas or plans they had to make changes later, they make the most of the opportunity this post-pandemic environment presents.

Customer Experience 195

Customer Experience Non-Profits CX 195

Experience Investigators

DECEMBER 8, 2020

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Any time changes demand you assess and adjust your goals, strategy, and tactics. And for many of us it’s extremely relatable. It’s not just our personal goals which changed so drastically in the year 2020.

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Businesses want a seamless CX just as they do in their personal lives. Businesses want a seamless CX just as they do in their personal lives. Where B2C goes, B2B follows. CX is everywhere.

B2B 122

B2B Innovation CX Education 122

Beyond Philosophy

JANUARY 11, 2024

Today, let’s look at seven ways you can change habits to improve your return on investment. Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? Here are seven ways. I buy everything on Amazon. But not impossible.

Education 89

Education Customer Feedback Start-ups 89

Intercom, Inc.

JULY 29, 2021

We recently sat down with Mark to chat about onboarding in a hypergrowth environment, how that strategy played as the pandemic unfolded, and why taking care of your team is actually the best way to take great care of your customers. Well, at the beginning of 2020, no one had the playbook for that. Onboarding, but make it remote.

Sales 223

Sales Start-ups Engineering Finance 223

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

ECXO

AUGUST 9, 2023

From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. They’re a given.

Touchpoint 94

Touchpoint CX Innovation Start-ups 94

Intercom, Inc.

SEPTEMBER 15, 2021

In this era of ever-increasing digital disruption and innovation, category design can be the ultimate business strategy for brands wishing to stand out from the crowd. The book aims to help companies apply category design to open new markets and create new demand. The hard part is knowing what problem your company solves.

Sports 205

Sports Start-ups CXM Innovation 205

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be? The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

Customer Satisfaction 89

Customer Satisfaction Technology Technology Customer Experience Management 89

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Net Promoter Score 183

Net Promoter Score Government Customer Feedback Customer Experience 183

Lumoa

AUGUST 5, 2022

Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences. First Off, What Exactly Is Going On?

Retail 83

Retail VOC Customer Feedback NPS 83

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again.

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. How does a company remain committed to providing first-rate customer service in an economic downturn? Here are the main takeaways.

CX 83

CX Customer Loyalty Customer Satisfaction Engineering 83

Intercom, Inc.

MARCH 12, 2020

What hasn’t changed is people’s innate desire to be treated as the valued customers they are while having their problem solved. What has changed, however, is the underlying technology that powers these interactions and, ideally, makes them a lot smoother than the bygone days of toxic hold music. Take chatbots, for example.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Beyond Philosophy

FEBRUARY 6, 2020

In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth. Therefore, not paying attention to this detail can be disastrous for your business.

Gaming 162

Gaming Entertainment Customer Experience 162

Intercom, Inc.

JANUARY 12, 2022

And so, many business leaders find themselves not quite sure how to start, how to leverage it, or what to do when all the dashboards and tools seem to be pointing at different solutions. Or rather, it should be. The fact of the matter is that data science, as a field, is still relatively new. Getting into analytics.

Start-ups 151

Start-ups Sales Gaming Transportation 151

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Sure, it happens, I thought.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

Zendesk

JULY 12, 2023

The pandemic had a profound impact on people and industries across the world, with lasting changes to the way many people work and travel. Customers may have given hoteliers a pass on the price-versus-experience equation due to the pandemic, supply chain issues, global economic conditions, etc. But this will not last.

Hospitality 93

Hospitality Hospitality Engineering Innovation 93

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Shep Hyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. It’s Time to Change How We Build Companies & Brands by Chris Malone. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare.

Customer Service 65

Customer Service CX Customer Loyalty Retail 65

Beyond Philosophy

DECEMBER 6, 2018

I decided that for people working in Customer Experience, we needed a way to stay on message, too. I decided that for people working in Customer Experience, we needed a way to stay on message, too. Measuring your results is vital to your success in Customer Experience. It isn’t surprising, really.

Customer Experience 164

Customer Experience Customer Acquisition Customer Retention Customer Service 164

Shep Hyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.” Personalization is more important than ever.

Customer Service 65

Customer Service Hospitality Hospitality Customer Experience 65

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Here’s what they said. Contact Center Trends 2021.

Contact Center 176

Contact Center CX Social Media Omnichannel 176

SurveySensum

MARCH 15, 2024

Picture this : Company A and Company B both launched a similar type of product which makes them competitors. They both launched their products around the same time but only Company B received more downloads and positive feedback. This resulted in more relevant downloads and positive feedback from customers. Why is that?

Text Analytics 52

Text Analytics NPS Outlook CX 52

Aquire

JULY 20, 2021

But if you’re running a business, it’s also a good time to determine what customer service goals your team should focus on in the next 12 months. Improve your customer service. Good customer service boosts retention, reduces customer acquisition costs, and provides a powerful ally to your marketing strategy. .

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

Fonolo

MARCH 6, 2020

These days, the odds are pretty high that a business will have a presence on social media, interacting with customers and promoting their product. If you are just getting started or you haven’t considered how you can use social media to benefit your business, it’s time. It also helps to improve customer satisfaction levels.

Social Media 122

Social Media Customer Service Contact Center Start-ups 122

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

VOZIQ

DECEMBER 17, 2020

Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. Proven Strategies That Will Plug the Leaky Bucket of Customer Revenue. Industries across verticals are losing customers at an alarming rate even today.

Customer Retention 98

Customer Retention Text Analytics AI Engineering 98

Intercom

NOVEMBER 3, 2022

You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. Natasha Ratanshi-Stein is the founder of Surfboard , a software company that offers scheduling tooling for customer support teams.

Start-ups 103

Start-ups Engineering Voice of the Customer Hospitality 103

Intercom, Inc.

JULY 11, 2019

In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. Speak the customer’s language.

Start-ups 188

Start-ups Sales Engineering CRM 188

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. Moderator: Mike McCarron, Gladly. Panelists: Radha Penekelapati, YouTube.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Intercom, Inc.

OCTOBER 1, 2020

If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together to build a feature but in a larger company it’s a recipe for chaos.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together to build a feature but in a larger company it’s a recipe for chaos.

Engineering 165

Engineering Start-ups Finance Sales 165