Execs In The Know

MAY 16, 2024

May 16, 2024 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce its fall Customer Response Summit (CRS) , a CX leadership event, will be held in Palm Springs, California on September 24-26, 2024. It’s a privilege and honor to support their purpose at Customer Response Summit.”

CX 40

CX Innovation Sales Technology 40

TeamSupport

FEBRUARY 18, 2022

It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? Yes, but not exactly.

B2B 105

B2B Sales NPS Customer Service 105

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. The Secret Sauce for Increasing Customer Happiness. Develop a strong customer care strategy.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Beyond Philosophy

SEPTEMBER 21, 2023

The fundamental problem for many businesses is wanting a reputation for low prices and high quality. When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation. Surprisingly, many non-number factors have a lot more sway for customers. The reverse is true, also.

Non-Profits 88

Non-Profits Construction 88

Beyond Philosophy

MAY 13, 2023

Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. The ability to understand and manage emotions is a crucial factor in ensuring customer satisfaction. We will explore the five realms of EQ, starting with knowing your emotions. Check it out here.

Customer Satisfaction 78

Customer Satisfaction Customer Service Customer Experience 78

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands.

Machine Learning 178

Machine Learning Technology Technology Innovation 178

Intercom, Inc.

MARCH 30, 2018

The truth is that the grandfather of the modern self-help genre earns its place on every business person’s bookshelf because of the fundamental integrity of its advice. Underlying all Carnegie’s principles are two fundamental insights. So how has the book remained such a bible for sales and marketing professionals?

Sales 206

Sales 206

TeamSupport

FEBRUARY 18, 2022

It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? Yes, but not exactly.

B2B 98

B2B Sales NPS Customer Service 98

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. First, I want to thank Boehme for taking the time to submit the video.

Sales 78

Sales Customer Experience 78

Intercom, Inc.

JUNE 9, 2021

It was also my first official week in the People Development Program Manager role, which certainly added to the challenge! . Seven new faces looked out at me from my computer screen, all experiencing this virtual welcome for the first time together”. We were going remote. . So, I guess we’ll be back in the office in two weeks, right?”

Gaming 253

Gaming Engineering Start-ups Sales 253

Sprinklr

AUGUST 6, 2021

Your customers are no longer in one place, they’re everywhere — across multiple digital channels and certain to be jumping on any of the new platforms when they launch. Customers are interacting with more channels than ever before, spending more time glued to digital media, and yet showing less loyalty to any individual platform overall.

CXM 144

CXM Compliance Social Media AI 144

Intercom, Inc.

JANUARY 20, 2021

But once a customer signs up, it’s left to a handful of badly written FAQs to help people get the most from the product. At Intercom, we believe that providing educational and motivational help content leads to loyal and engaged customers. So instead of giving customers a series of boring how-tos, we create best practice content.

Education 232

Education Engineering Sales 232

Beyond Philosophy

SEPTEMBER 27, 2019

One of the things I learned was that Marketing should know the marketplace and understand their customers. One of the things I learned was that Marketing should know the marketplace and understand their customers. One of the reasons these things are essential is because when you advertise, you communicate what a customer can expect.

Customer Loyalty 107

Customer Loyalty Customer Expectations Customer Experience 107

Experience Investigators

MAY 15, 2024

The world is moving fast, and the customer experience world is no exception. These events provide some of my favorite opportunities to connect with fellow customer experience change makers, unpack our challenges, and provide much-needed group support.

Customer Experience 52

Customer Experience Customer Journey Map Start-ups Touchpoint 52

Service Quality Institute

JULY 5, 2023

Delivering awesome customer service involves 9 principles. Customer service is not complicated. It is the execution of some fundamentals that make a huge difference. Remember that 99% of customer contact with your employees is with your front-line employees. Relentless Strategy Focus on strategy.

NPS 52

NPS Start-ups Customer Service 52

Beyond Philosophy

OCTOBER 24, 2020

A great idea is a beautiful place to start when it comes to improving your Customer Experience to benefit your bottom line. When combined with a deliberate strategy and cunning tactics, a great idea is almost enough to make you successful, but only “almost enough.” 5 New Rules Guaranteed to Build Trust.

Customer Experience 97

Customer Experience CX 97

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

CX 111

CX Customer Experience Social Media Sentiment Analysis 111

InteractionMetrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. If you misunderstand the customer experience, any strategy to improve it will fall short.

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

Steven Van Belleghem

NOVEMBER 22, 2021

At the heart of any successful strategy lies a powerful yet tangible vision, and that’s no different with anything CX-related. As stated above, “putting the customer at the center” is not specific enough to be able to enthuse and engage your employees. Step 1: Create an engaging vision. There’s no secret ingredient.

Customer Experience 117

Customer Experience Gambling CX NPS 117

ClientSuccess

AUGUST 3, 2022

Your internal team members want to know how a customer account is doing, where a specific project stands, and other customer-specific information. Customers have a myriad of questions of their own, ranging from straightforward one-off platform inquiries to larger, more complex discussion topics. The verdict?

NPS 79

NPS Customer Loyalty Customer Satisfaction Customer Feedback 79

Beyond Philosophy

SEPTEMBER 17, 2022

Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust. This week, the Intuitive Customer is going Netflix.

Management Consulting 78

Management Consulting Start-ups Customer Experience CX 78

CommBox

JUNE 25, 2023

In the world of economics, there are fundamental principles that we rarely question or debate. But what about the world of customer service? But what about the world of customer service? Is there a fundamental principle that governs how businesses address the ever-growing volumes of customer communication?

AI 52

AI Customer Service Net Promoter Score Contact Center 52

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?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers. Sure, but….what

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

ECXO

MAY 12, 2024

Mastering the Fine Art of Delivering Candid Feedback for better CX and EX We all know by now that Customer Experience has become a key differentiator for businesses of all sizes. Companies that prioritize customer experience are more likely to retain their customers and attract new ones.

Construction 52

Construction CX Customer Experience VOC 52

Intercom, Inc.

APRIL 28, 2020

Intercom is a proudly product-first company , with a focus on delivering great product that helps our customers build relationships with their users. But all of it points to the way we think deeply and seriously about design, and ultimately how seriously we take the task of building great products for our customers.

Engineering 129

Engineering Customer Retention 129

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 109

B2B B2C Customer Experience Net Promoter Score 109

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. However, this part isn’t relevant to customers. What matters is the brand in your customers’ minds, memories, thoughts, and emotions.

Construction 145

Construction Customer Relationship Customer Experience 145

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. To ensure consistently high levels of customer satisfaction and operational efficiency, many organizations turn to Six Sigma methodologies. What are the most common customer complaints or issues?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Satisfaction NPS 52

VOZIQ

FEBRUARY 3, 2021

Every month, we bring you the best resources from the internet to help you navigate customer retention and customer experience issues. According to Forrester, being data-driven is no longer enough to become a customer-centric business. So, what are the customer experience (CX) insights critical to your business?

Customer Retention 98

Customer Retention Manufacturing Touchpoint Education 98

Hodusoft

SEPTEMBER 21, 2022

Outbound calling has been an effective strategy for businesses to expand their customer base. Let’s delve into the fundamentals of outbound call center software to uncover the ways to leverage it to its maximum potential for your business growth. Customer support provided for incoming calls from customers to the business.

CRM 96

CRM Actionable Insights Business Growth Sales 96

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.” However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.

Retail 139

Retail Machine Learning AI Artificial Intelligence 139

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 83

B2B Net Promoter Score Education Social Media 83

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. Before we dive in, we must first acknowledge that this isn’t a hard science. That is it.

B2B 291

B2B Engineering Start-ups Transportation 291

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. This strategy is ideal for getting an improvement program off the ground. First, they handle recruitment and talent acquisition.

Legal 78

Legal Finance Net Promoter Score NPS 78

ClearAction

DECEMBER 5, 2023

Get the fundamentals right, and enjoy the positive domino-effect of your good habits. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.). With customer-alignment at the origin of designs, launches are much more successful.

CX 62

CX Non-Profits Data Mining Start-ups 62

Intercom, Inc.

JUNE 20, 2018

As Intercom’s customer base moved upmarket, it became increasingly obvious to us in Sales that what worked well in our product for early-stage startups didn’t for larger companies. We were laser-focused on helping everyone buy Intercom and nailing the fundamentals of SaaS sales.

Sales 199

Sales Customer Acquisition Start-ups CRM 199

Shep Hyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Business Management 131

Business Management Invoicing Customer Experience Finance 131