Uniphore

JULY 21, 2021

How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas. List your CX goals beforehand.

Customer Service 130

Customer Service Contact Center Engineering Social Media 130

Zendesk

FEBRUARY 23, 2024

What is a customer persona template? A customer persona template is a tool businesses use to create a detailed description of their ideal customer based on market research and customer data. Picture yourself on a guided fishing trip, armed with your fishing rod, bait, and guidance from a professional angler.

Touchpoint 52

Touchpoint Social Media Customer Journey Map Sports 52

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Break down barriers: Give sales and CS clearly defined roles Silos lead to misunderstandings and the loss of winnable customers.

Sales 91

Sales Start-ups Gaming Customer Satisfaction 91

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

Customer Journey Map 113

Customer Journey Map Touchpoint Start-ups Social Media 113

Experience Investigators

FEBRUARY 7, 2023

How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 So why should customer experience leaders care about customers who are no longer customers??

Social Media 122

Social Media CRM Start-ups Customer Loyalty 122

SurveySensum

JANUARY 11, 2024

Have you ever wondered why some businesses just seem to ‘get it right’ when it comes to customer satisfaction ? It’s like they have a secret recipe for making customers happy. It’s not just about improving profits; it’s about creating a chain reaction that leads straight to customer happiness.

Construction 52

Construction Social Media Start-ups Innovation 52

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

Intercom, Inc.

JUNE 26, 2019

Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team. I break these stages down into 10 key areas: Before writing.

Education 215

Education Start-ups Engineering 215

Fonolo

JULY 28, 2022

Over the past couple of years, inclusivity in hiring has taken center stage in HR departments across every industry; and that includes inclusive hiring practices for call centers. Inclusion initiatives should start with the mission to understand employees’ individual needs, based on their life experience.

Contact Center 81

Contact Center Customer Satisfaction Innovation Technology 81

Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. How to amplify your brand by being human. And, like always, there was plenty of time to connect with colleagues and make new friends in CX.

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . Customer success is a fast-paced industry. Customer success is a fast-paced industry. We’ve all been there.

Scorecard 96

Scorecard Start-ups Customer Experience 96

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy. Sure, but….what Be specific.

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times.

Contact Center 170

Contact Center Social Media Education Technology 170

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.

Innovation 81

Innovation Customer Service Omnichannel Social Media 81

ClearAction

OCTOBER 25, 2022

To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. How is value maximized?

CXM 71

CXM CX Sports Customer Experience Management 71

ECXO

JUNE 15, 2021

Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? It’s not a project that you start and finish nor just about offering great customer service. Establish customer centric values.

Customer Satisfaction 119

Customer Satisfaction B2C Omnichannel CX 119

Intercom

AUGUST 4, 2021

In this post, we’ll cover everything you need to know to feel comfortable and prepared when interviewing for our Customer Support team. . The Customer Support interview process. Whether you’re applying for a Customer Support Specialist role, or a Customer Support Engineer role, the process is very similar.

Engineering 119

Engineering Start-ups Education Innovation 119

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

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. A strategy. A business discipline.

Education 137

Education CX Customer Feedback Customer Relationship Management 137

Aquire

JUNE 7, 2021

Content plays into almost every aspect of your marketing team’s work — your inbound marketing, social media, SEO, and lead nurturing strategy all rely on having great content your users love to engage with. Product-led growth involves showcasing your product to source and leverage new leads.

Customer Journey Map 98

Customer Journey Map Education Sales Start-ups 98

SixteenVentures

FEBRUARY 28, 2022

Having worked with hundreds of companies of different sizes, funding stages, and Customer Success maturity, around the world, I’ve boiled down what I believe are the five “secrets” of World-class CSMs. Objective Confidence comes from being prepared, following processes, and being present with their customers.

Hospitality 124

Hospitality Hospitality Technology Technology 124

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Is Your Voice of the Customer Data Failing to Deliver Change? Marc was joined on stage by Jyl Applegate from Humana, and Balakarthik Venkataramanan from Bill.com. Key Takeaways.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is the backbone of customer satisfaction, loyalty, and ultimately, business growth.

AI 107

AI CX Artificial Intelligence Predictive Analytics 107

Aquire

JULY 20, 2021

The right customer engagement strategies can have a massive effect on your business outcomes. They will result in a better customer experience, higher retention, and will eventually help you attract more customers. What is a customer engagement strategy? Customer engagement today should be omnichannel.

Retail 98

Retail Start-ups Omnichannel Customer Journey Map 98

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

CommBox

MARCH 2, 2022

As a business owner, you must provide excellent customer service. By helping customers out in any way you can, you help improve relationships with existing customers who, in turn, will swear their loyalty to your brand. But customer service isn’t just about answering questions from emails and phone calls.

Customer Service 98

Customer Service Social Listening Customer Journey Map Omnichannel 98

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. If people aren’t looking for your solution, you have to educate them about the problem your product solves. Short on time?

Finance 162

Finance Engineering Sales B2C 162

Intercom, Inc.

SEPTEMBER 1, 2021

More and more, I see startups hiring PMMs as their first marketer – understanding the value they bring when it comes to nailing your positioning and product-market fit from the start. But we’ve always maintained, and even improved, those close partnerships. At Intercom, we believe the best products are built with the market in mind.

Start-ups 138

Start-ups Sales Gaming 138

Zendesk

APRIL 3, 2023

It’s no longer enough to simply offer a great product—your customers demand much more. This is where retail customer engagement plays a vital role. In this guide, learn more about customer engagement and its benefits, discover strategies for success, and see real-life examples. What is retail customer engagement?

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

Execs In The Know

APRIL 23, 2021

Our own personal and professional experiences leave no doubt that the societal impact of Covid-19 heightened anxieties. Companies who provided customers with peace of mind alongside their products and services are now emerging well-positioned to retain and grow their customer bases. Adjusting to Our New Reality.

Innovation 93

Innovation CX VOC Outlook 93

Intercom

AUGUST 4, 2021

In this post, we’ll cover everything you need to know to feel comfortable and prepared when interviewing for our Customer Support team. . The Customer Support interview process. Whether you’re applying for a Customer Support Specialist role, or a Customer Support Engineer role, the process is very similar.

Engineering 85

Engineering Start-ups Education Innovation 85

Zendesk

AUGUST 22, 2023

Your business’s success depends on your ability to create a product or service that satisfies its target market, also known as product-market fit. Achieving this fit means finding the right balance between what your customers want and what you can offer.

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

Intercom, Inc.

DECEMBER 20, 2022

Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences. Yamini Rangan , CEO at Hubspot.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118