C3Centricity

MAY 1, 2021

Your brand needs to appeal to a group of customers who are looking for the solution you are offering. Although this may not sound like common sense at first, segmentation actually ensures that you have the best possible chance to satisfy the needs of your targeted customers. Never miss an episode. Are you guilty of this?

Non-Profits 55

Non-Profits Start-ups Retail Customer Loyalty 55

InteractionMetrics

DECEMBER 8, 2023

Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” What’s Customer Feedback? Choose a particular aspect of the customer journey and focus on that. Why Is It Important?

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

InteractionMetrics

OCTOBER 16, 2023

Your CEO has come to embrace customer success! And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? Getting Your Team on Board But first, how important is the customer experience? As for the customer journey? 65% of U.S. 65% of U.S.

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? The CEO needs to ask the awkward questions to ensure everyone is embracing a customer-first strategy.

CRM 77

CRM Sales Customer Retention Start-ups 77

Steven Van Belleghem

APRIL 20, 2021

Few companies are as obsessed by customer experience as Amazon. Why “it’s all about the long term” What it really means to be customer obsessed. It’s about how thinking long term and following your passions first can lead to not just profits, but a happy life for you, your employees, and customers.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62

Intercom, Inc.

JANUARY 22, 2019

The hard part is converting them into long-term, loyal customers. In the same way a gardener wouldn’t plant some seeds and abandon them to the elements, you need to constantly observe and adapt to your fledgling new signups before they wither and die. What are you doing with the leads that don’t convert right away? The welcome message.

Start-ups 186

Start-ups Sales 186

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success.

Hospitality 71

Hospitality Hospitality Actionable Insights Artificial Intelligence 71

C3Centricity

APRIL 2, 2018

Insights 2020 by Kantar-Vermeer spoke about the need for researchers to have five critical capabilities : Research & analytics mastery. Thanks to social media and websites, the IoT (Internet of Things) and smart products, companies are inundated with information these days. Who better than market research to help in its analysis?

Actionable Insights 70

Actionable Insights Social Media Start-ups Retail 70

Intercom, Inc.

APRIL 8, 2021

As face-to-face consultations were no longer an option for many healthcare providers, Joel and his team dropped everything and asked themselves: what could they build to help their customers (and their customers’ patients) adapt to the new normal? If you enjoy our discussion, check out more episodes of our podcast.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

Intercom

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. In fact, he says the customer experience has never mattered more.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Inside Customer Service

FEBRUARY 8, 2024

Steps of service are a process for serving customers. Following them helps employees deliver more consistent customer service. For example, In-N-Out cashiers are trained to ask each customer, "How are you?" If a customer asks "How are you?" Broad steps of service are helpful in almost any customer service situation.

Contact Center 222

Contact Center Retail Customer Service Start-ups 222

C3Centricity

OCTOBER 16, 2019

Successful companies depend upon deep customer insights to grow their business. They understand the power of engagement built on insight, to connect with and inspire their customers. After all, every action they decide to take should be based upon deep knowledge and understanding of the customers targeted.

Actionable Insights 48

Actionable Insights Legal Social Media Start-ups 48

C3Centricity

JANUARY 2, 2024

Here at C3Centricity, we publish books ( Winning Customer Centricity ), articles and training on customer centricity, because we’re passionate about helping companies to successfully adopt a customer-first strategy. So let’s have a look at the Top 10 list in 2023, and see if your own favourites are there.

Actionable Insights 90

Actionable Insights Innovation Customer Journey Map Customer Experience 90

ProProfs

OCTOBER 18, 2022

Many companies allocate a generous training budget but fail to deliver targeted and impactful training. As a result, they end up wasting a lot of money, effort, and time. But does all of this massive investment translate into employee productivity and ROI? . What Is a Corporate Training Assessment? When to Conduct Corporate Training Assessments .

Compliance 52

Compliance Start-ups Retail Hospitality 52

Steven Van Belleghem

FEBRUARY 19, 2020

I’m a big Disney fan, so it should not come as a surprise that I loved Inside Out, a movie about the five personified emotions inside the mind of young girl Riley Andersen, who’s going through a rough time when she moves to another town. So I always tell my customers to ask themselves “What would Joy do?”. That’s pretty unbalanced.

Entertainment 52

Entertainment Customer Experience Artificial Intelligence E-commerce 52

Intercom, Inc.

JANUARY 12, 2021

Many of these approaches are intended as reasonable defaults; they are my opinions, they aren’t rules, and they certainly won’t fit every situation. Corey works with his customers on reducing their AWS bills, and he’s seen large numbers of cloud architectures in practice, so I think he’s a pretty good source on this.

Engineering 269

Engineering ML Technology Technology 269

Intercom

MARCH 9, 2023

We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. Only by shipping new features quickly can we get proper feedback, learn from it, and iterate again and again to better serve our customers. We can’t say it caught us by surprise. Short on time?

Customer Service 64

Customer Service AI Machine Learning Technology 64

Intercom, Inc.

APRIL 26, 2018

Here are five quick takeaways: We have good habits and bad habits , which are very different from addictions. Well-designed products should answer five fundamental questions : What is the internal trigger? Nir suggests a new Golden Rule in product design : “Don’t do unto others what they would not want done to them.”.

Start-ups 223

Start-ups Gaming Technology Technology 223

Intercom, Inc.

JULY 15, 2021

Every designer should ask themselves – how can I apply the tenets of good design to drive better customer and business outcomes? By constantly observing the customer, you find out how they define success in their organization, and therefore, how you can help them achieve it. User research is a vital part of the design process.

AI 245

AI Machine Learning Start-ups Technology 245

Execs In The Know

OCTOBER 15, 2023

AI can automate activities, offer highly tailored customer interactions, and provide important insights. An equivalent number of them think that if they implement AI, their companies might maintain a strong foothold in the next five years. The struggle of operationalizing AI with CX is now a primary focal point for all brands.

AI 52

AI Artificial Intelligence CX Compliance 52

C3Centricity

JANUARY 3, 2022

Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year. The 6 Best Ways to Show you Respect your Customers. #1.

Customer Journey Map 62

Customer Journey Map Actionable Insights Innovation 62

Intercom, Inc.

JULY 25, 2019

Obviously our goal, like any product and engineering team, is to ship great software that customers, love, value use, etc. And then have a retro to learn the same thing we’ve already learned five times. Today’s episode of Intercom on Product is all about principles. Laying the right foundations. Des: Like, “What was good about this?

Engineering 209

Engineering Start-ups Innovation Gaming 209

Intercom, Inc.

OCTOBER 29, 2019

At some inflection point of growth, it becomes impossible to intuitively know your customers, let alone decide which ones to focus on. We could no longer assume all our customers had uniform needs and could be reached the same way. What is customer segmentation? This final assumption in particular was no longer true or useful.

B2C 184

B2C Finance Engineering Sales 184

C3Centricity

AUGUST 13, 2018

I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).” If you are going to succeed in attracting their customers away from their products and services, then it would make sense to know them as well as you do your own.

Start-ups 48

Start-ups Social Media Sales 48

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day.

Mystery Shopping 140

Mystery Shopping Legal Contact Center Start-ups 140

Comm100

MAY 19, 2020

Improve customer service and loyalty. Discover customer pain points. Customer convenience. The world’s most powerful live chat with text, audio, video, file sharing, full customization, mobile apps and more. In fact, Forrester research has shown that live chat customer service is 17-30% cheaper than a phone call.

Sales 111

Sales Customer Service Start-ups Customer Retention 111

Intercom, Inc.

APRIL 9, 2020

It’s the perfect storm that produces a swell of people who need to get in touch with customer support. In the midst of such a surge, it’s essential to get customers’ issues resolved quickly. Assisting both customers and support staff by offering predictive suggestions. Here are five quick takeaways.

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

Qualtrics

OCTOBER 29, 2020

Read on to find out how you can start using one today to collect questions, ideas, comments, votes, suggestions, and everything else on the minds of your employees and customers. You want employees or customers to be able to make suggestions in a simple, hassle-free way. Ready to get started with your own suggestion box?

Close the Loop 26

Close the Loop Start-ups Social Media Actionable Insights 26

C3Centricity

JULY 16, 2018

Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Who is your customer? How much do you really know about them? What about you?

Social Media 48

Social Media Manufacturing Innovation Start-ups 48

Intercom

DECEMBER 14, 2023

That transformative power is most evident in the customer service space. This was the year we launched our breakthrough GPT-powered chatbot, Fin , capable of instantly resolving up to 50% of customer queries. When ChatGPT made its grand entrance, it shook the entire tech industry to its core. I’m Liam Geraghty.

AI 98

AI Start-ups Legal Technology 98

ClearAction

AUGUST 13, 2019

CEO’s Guide to Growth through Customer Experience Alignment Lynn Hunsaker. Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. Prioritization Clarity.

Customer Experience 48

Customer Experience Non-Profits Customer Journey Map Customer Expectations 48

Intercom, Inc.

MARCH 31, 2022

Last week, we introduced three brand-new products to help businesses drive customer engagement and growth. One of them was Intercom Surveys – a tool that connects you to valuable customer insights and enables you to turn those insights into action in real-time. This got us thinking about the nature of surveys. Humble beginnings.

Government 118

Government Start-ups Agriculture Technology 118