Intercom, Inc.

JULY 19, 2018

I hosted Jean and Edmond on our podcast to get their take on the difference between leadership and management, the power of positive feedback, and why trust is the foundation of the most effective engineering teams. The foundation of a positive, two-way working relationship is having a sense for what motivates your teammate.

Engineering 135

Engineering Start-ups 135

Intercom

JULY 26, 2023

As well as intrigue and excitement, there’s nervousness, anxiety, and skepticism – so it’s vital that you choose the right software to bring your team, and your customers, along on the AI journey. Your support queries: What kinds of conversations are your support team handling? it’s ‘When and how will I use it?’”

AI 52

AI Start-ups Customer Service Technology 52

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” Before we get into the rules, let’s talk about what loyalty is. Before we get into the rules, let’s talk about what loyalty is. Start by considering who you are loyal to, which is probably your friends and family.

Customer Loyalty 172

Customer Loyalty Start-ups Customer-Centric Organization Customer Relationship 172

Intercom, Inc.

DECEMBER 8, 2020

To provide this, you must understand how your customer experience stacks up against these expectations. This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. But with so much data to consider, how can you define the help desk metrics that matter for your team?

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Intercom, Inc.

MAY 24, 2022

Whether you’re an individual contributor, manager, or director, you can leverage your own skills – and those around you – to influence growth across your team, org, and company. Crafting a culture of mentorship across your company. There are three overarching areas to consider: Leveraging mentorship across your team.

Construction 118

Construction Education 118

Experience Investigators

APRIL 13, 2021

Yet how often do we, as CX leaders, really just focus on listening to customers in authentic, low-tech ways? Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. It depends on: Your own team’s time & resources.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. What is Customer Perception?

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

JANUARY 17, 2024

Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. And to help you level up your customer feedback game, this blog will discuss the 11 customer satisfaction survey design strategies!

Customer Satisfaction 52

Customer Satisfaction Text Analytics Actionable Insights Gaming 52

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114

Callminer

MARCH 9, 2020

Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. This article describes how the process can be simplified with software and what you can do get the best scheduling solution for your organization.

Start-ups 182

Start-ups Customer Satisfaction Retail Technology 182

Aquire

AUGUST 3, 2021

This list of customer service tips will ensure your company provides an excellent experience for 2021 and beyond. There are no two ways about it. Check out these 25 hot customer service tips to inspire your customer service strategy: 25 Awesome Customer Service Tips. All customers want an excellent customer experience.

Customer Service 76

Customer Service Social Media CRM Start-ups 76

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. This means they will voluntarily advocate for your brand and promote your business by word of mouth. Identify the Company’s Goals 2.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Qualtrics

JUNE 26, 2020

“I think we need to scale back, or maybe even stop…” Have you been on the receiving end of an email to that effect from a senior leader in your organization in response to an uncertain, challenging, and difficult situation? Stopping activities, saying no, and shutting down is NOT the way to succeed in an uncertain environment.

Innovation 49

Innovation Business Administration Start-ups Gaming 49

ProProfs

JANUARY 19, 2018

Imagine your courses competing with hundreds and thousands of similar courses screaming for attention. But until you know what areas bother learners the most, your courses won’t lead you anywhere. Luckily, data analytics or reporting is there to rescue and doesn’t require your learners to directly whisper in your ears.

99

99

Steven Van Belleghem

DECEMBER 6, 2021

As I look into the future, I’d love to share two big ideas. The other is another way to think about how you measure customer success. With quarantine reducing the number of people visiting stores or attending events, humans seek other ways to connect with experiences they are passionate about. If not, we need to fix it.

CX 123

CX Customer Experience Non-Profits Social Media 123

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind! Well, not so fast.

NPS 83

NPS Sentiment Analysis Start-ups Net Promoter Score 83

Intercom, Inc.

APRIL 19, 2018

You can subscribe on iTunes , stream on Spotify or grab the RSS feed in your player of choice. Since it’s your debut on the podcast, can you give us a feel for your career to date and your current role here at Intercom? In engineering, you want to move fast, ship often and solve real customer problems.

Engineering 192

Engineering Technology Technology Start-ups 192

SurveySensum

NOVEMBER 22, 2021

I was unhappy with the way my case was handled. Closed-loop feedback or closing the loop simply means taking an action on the customer feedback. Your customers are talking to you. Did you know you get a higher satisfaction from the customers after you resolve their problems than if the failure had never happened?

Close the Loop 52

Close the Loop B2C B2B Customer Feedback 52

ClientSuccess

JULY 23, 2019

Let’s get started with this week’s post! What is one important lesson you learned in your early customer success days that has had a positive impact on your career? And while we can answer “yes” or “no”, it’s more important to understand what they’re trying to achieve; consider asking “what is your desired state?”

Technology 44

Technology Technology Engineering Start-ups 44

Intercom

APRIL 20, 2023

And so, CX programs often end up getting cut. Change Makers don’t just rely on surveys – they use operational, behavioral, sentiment, and financial data to get a comprehensive view of the customer and the impact of their behavior. You can follow on Apple Podcasts , Spotify , YouTube or grab the RSS feed in your player of choice.

Net Promoter Score 52

Net Promoter Score Customer Experience CX Finance 52

Comm100

JUNE 26, 2018

The question though, is how you go about training your teams to achieve those goals. The question though, is how you go about training your teams to achieve those goals. Their focus should be on the individual or a group of individuals and the benefit that they can get from improving. There are two major categories of coaches.

CX 43

CX Start-ups Customer Service 43

SurveySensum

MAY 19, 2023

But when every bank strives to achieve the same, how can you get a competitive edge? Using NPS in banks, it can get to the heart of why customers would or wouldn’t recommend them to others. Let’s start with the simplest one. Customer loyalty and satisfaction are crucial when it comes to banks.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

Zendesk

JUNE 29, 2022

Your marketing strategy? Your contact form? Your sales.not quite up to par. This may feel like an issue unique to your company, but only 1 in 25 website visitors are ready to make a purchase. And it’s up to your sales team to take them the rest of the way. The first two steps are part of lead scoring.

Social Media 98

Social Media Sales Start-ups CRM 98

C3Centricity

APRIL 17, 2018

He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. If you would like to see some exciting statistics about the value of making your customers the heart of your business, then CMO.com has a great article. ” I don’t agree!

Innovation 75

Innovation Social Media Start-ups Technology 75

CSAT.AI

JANUARY 18, 2022

However, these past two years the challenges have been off the charts. Winning by Knowing Your Customer Niche. Sounds like they know their audience, offering two channels: online chat and phone service. . There is little point in offering channels that your target audience doesn’t use. Industries with the Best Service.

Customer Service 52

Customer Service Net Promoter Score Manufacturing Retail 52

SugarCRM

NOVEMBER 12, 2019

It can help because every industry is competing to get their content seen and their products recognized and purchased. This article explores three ways loyalty programs can be used as an all-around marketing tool for current customers as well as new leads, too. But first, let’s define a loyalty program.

E-commerce 28

E-commerce B2B Sports Retail 28

Qualtrics

DECEMBER 8, 2020

Get started today with our simple guide to measuring brand equity What is brand equity and why does it matter? It’s well-known that customers will tend to buy a product they recognize and trust. Increased revenue and profits when customers choose your brand over another, even if it’s more expensive to buy. Emotional (X data).

Net Promoter Score 59

Net Promoter Score Social Media Sales Start-ups 59

Aquire

AUGUST 2, 2021

They’re able to perform these actions by using tech to first process and understand what the user is saying. There are basically two types of chatbots: Rule-based chatbots “Smart” chatbots. These conversational programs have proved a popular application of advanced tech, such as machine learning and natural language processing (NLP).

Machine Learning 59

Machine Learning Predictive Analytics Healthcare AI 59

C3Centricity

JULY 2, 2016

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. These are two vital elements of branding. They need to be clear and consistently represented in all your communications. Why we Buy Brands. ” . Brand Image.

Social Media 63

Social Media Sales Start-ups Customer Survey 63

Customer Bliss

MARCH 22, 2018

As the going gets rough and you’re in the trenches with CX transformation, this list will be a friendly reminder with advice to help keep your head in the game. As the going gets rough and you’re in the trenches with CX transformation, this list will be a friendly reminder with advice to help keep your head in the game.

Finance 51

Finance CX CX Transformation Healthcare 51

CX Journey

AUGUST 22, 2014

Image courtesy of Ian Muttoo I originally wrote this post as a two - part series for InsideCXM in February 2014. That intuition is something that will allow you to delight your customers. Let''s consider first what a "sixth sense" is. Merriam-Webster defines it as " a keen intuitive power." What does that mean?

Customer Experience 66

Customer Experience Innovation Predictive Analytics Social Media 66

ClientSuccess

JULY 9, 2019

Let’s get started with this week’s post! What is one important lesson you learned in your early customer success days that has had a positive impact on your career? It’s not that I didn’t give my best in other roles but it didn’t come as naturally. . I love that; as our clients are successful, we’re successful.

Start-ups 40

Start-ups NPS Finance Technology 40

Intercom, Inc.

JUNE 25, 2020

You can subscribe on iTunes , stream on Spotify or grab the RSS feed in your player of choice. So first let’s kick things off by hearing a little bit about our two guests and their backgrounds. So first let’s kick things off by hearing a little bit about our two guests and their backgrounds.

Start-ups 223

Start-ups Engineering Machine Learning Technology 223

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Caller Expectations are on the Rise.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Totango

DECEMBER 22, 2022

ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. The fact of the matter is that customers are influenced by word-of-mouth two to 10 times more than they are by paid media. Identify Your Best Client Advocates.

NPS 103

NPS Social Media Net Promoter Score Non-Profits 103

Callminer

MARCH 6, 2020

Download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition , to learn more about how interaction analytics can help your management team reduce agent turnover. In other words, a manager can have a significant impact on the quality of customer service your organization delivers. Pratibha Vuppuluri.

Customer Service 207

Customer Service Start-ups Education Gaming 207

SurveySensum

SEPTEMBER 20, 2023

However, as you start the survey, you quickly realize it’s lengthy and time-consuming, estimated to take 30 minutes of your time. Now, would you have filled out a survey that would have taken 30 minutes of your time? Let’s talk about it. Loss of Trust or Unsubscribing: In extreme cases, survey fatigue can erode trust.

E-commerce 52

E-commerce Touchpoint Customer Satisfaction Start-ups 52