Beyond Philosophy

SEPTEMBER 2, 2021

Most of us do not take the time to write and edit and optimize our email campaign hoping that our customers will ignore it. If the response rate is poor, meaning few customers do what you wanted them to, the email fails. How You Frame it Could Change How Customers Respond. You want people to do something after they read it.

Start-ups 78

Start-ups CX 78

Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. There is a process, and today we will look at when and how you should sack a customer. . This topic came up on a recent podcast. Robert, who works in software development, has a pickle from time to time with annoying customers. So, How Do You Decide to Fire a Customer?

Customer Relationship 78

Customer Relationship Contact Center Start-ups Sales 78

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. All in all, it was an engaging day that was clearly popular.

Construction 63

Construction CX Start-ups Technology 63

Taylor Reach Group

DECEMBER 7, 2018

This post is based on a presentation I gave recently at a contact center conference. This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers. No shows” in training can cost $2,500 to $7,000.

Contact Center 120

Contact Center VOC Scorecard NPS 120

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177

Sales Start-ups Technology Technology 177

Intercom, Inc.

JANUARY 12, 2021

This post is an adaptation of a talk I recently gave at the Amazon Web Services (AWS) community day event in Dublin about the technical strategies I’ve experienced that don’t work and the ones that have helped us to grow and scale at Intercom. Microservices cause undifferentiated heavy lifting.

Engineering 269

Engineering ML Technology Technology 269

Intercom, Inc.

NOVEMBER 23, 2022

This time around, we’ve sat down to chat about the good, the bad and the ugly of selling your company, applying first principles to subscription growth, and creating content for your audience, not search engines. What was that experience like? They’re all good now. As you said, you sold ProfitWell to Paddle.

Start-ups 118

Start-ups Sales Government B2B 118