Experience Investigators

DECEMBER 15, 2023

That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. Secure executive buy-in on CX (and build excitement with them). of customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Intercom, Inc.

SEPTEMBER 17, 2020

But, there’s one company who believe that’s not always the case. The company was originally founded in South Korea and made the move to Silicon Valley in 2015 – it quickly became adopted as a place for employees from the likes of Apple, Facebook, Google, Microsoft, and more to discuss the internal culture of their companies.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Intercom, Inc.

JULY 26, 2018

One of the hardest moments of Josh Pigford’s career came with the surprise news that Baremetrics had just six to eight weeks of runway left. It came down to the culture they had created together, which against all odds overcame the fact that the company was entirely remote. Short on time? Hard conversations ensued.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

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. After all, Suttle says, your culture is not just words on a page.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114

Lumoa

MAY 21, 2018

Who in an organization should own the customer experience? Some people say it is the CEO, some people claim it should be the CMO. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right. You can see the very surprising results below.

Customer Experience 130

Customer Experience Invoicing Finance Net Promoter Score 130

Intercom, Inc.

AUGUST 8, 2019

? ? ?. Today, we’re dissecting the customer experience at one of the hottest companies around: Slack. As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience.

Customer Experience 168

Customer Experience Start-ups Engineering Hospitality 168

Taylor Reach Group

MARCH 10, 2020

Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand. Evolved organizations have been able to foster a CX culture where each and every employee feels accountability for it. I can think of a time I wanted to try on a pair of boots.

Customer Experience 123

Customer Experience Customer Journey Map Customer Retention NPS 123

Execs In The Know

MAY 10, 2021

We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. They are often the face of the company, shaping customer perception from even one interaction. This gives them valuable insights and ideas that do not always see the light of day.

Contact Center 87

Contact Center Gaming Legal Voice of the Employee 87

Beyond Philosophy

JANUARY 28, 2015

the all-important first 90 days on the job. However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer. How do people get on in the company? This is effectively the culture of the organization.

CEM 146

CEM Customer Experience Management Gaming Customer Experience 146

Fonolo

AUGUST 4, 2020

In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. Traditional advertising can have a huge influence on public attitudes towards your brand. The same goes for the content people see about your brand on social media. They were right.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

Zendesk

APRIL 28, 2022

High-impact sales companies rank at the top of the list for many reasons, but one of their most enviable traits is that over 75 percent of their reps achieve quota. If you’re one of the hundreds of businesses striving to boost your reps’ sales numbers, your first question has to be: How do these high-impact companies do it?

Sales 52

Sales Start-ups CRM Construction 52

Beyond Philosophy

AUGUST 8, 2016

This example of a high point in a Customer Experience from Southwest Airlines didn’t cost a dime—but it ended up on CNN Primetime, not to mention raising the spirits of the passengers on board. Hire people who aren’t a buzz kill. Hire for both a high IQ and EQ, especially when recruiting for customer-facing positions.

CX 105

CX Entertainment Customer Experience 105

Intercom, Inc.

MARCH 12, 2020

What has changed, however, is the underlying technology that powers these interactions and, ideally, makes them a lot smoother than the bygone days of toxic hold music. Short on time? One way to avoid this slow death? It’s when a company recognizes you by name, knows your preferences, and delivers on them.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Lumoa

MAY 21, 2018

What roles should own the customer experience in an organization? Some people say it is the CEO, some people claim it should be the CMO. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right. You can see the very surprising results below.

Customer Experience 64

Customer Experience Invoicing Finance Net Promoter Score 64

Hodusoft

MARCH 3, 2022

Businesses big or small still rely on call centers to manage customer queries. As businesses realize the many benefits of call center software , it is no surprise that the call center software market valued at $20.5 Making the choice and identifying features: What should you know. between 2021-2028 as per Grand View Research.

E-commerce 52

E-commerce Social Media Omnichannel Healthcare 52

Beyond Philosophy

SEPTEMBER 1, 2015

The article in the NY Times tells a story of an employee culture where workers are never off the clock. (Oh It also describes managers penalizing people for having family or medical emergencies, and encourage each and every employee to tattletale on their co-workers. I remembered the ad that they run: “Heres to the crazy ones.

Social Media 96

Social Media Customer Experience CX 96

Intercom

JUNE 1, 2023

Short on time? Here are a few key takeaways: Have a clear strategy and transparent communication with your team, involving them early on in acknowledging and planning the changes that will occur. You can follow on Apple Podcasts , Spotify , YouTube or grab the RSS feed in your player of choice.

AI 52

AI Start-ups Technology Technology 52

Steven Van Belleghem

APRIL 23, 2019

I believe that a lot of companies would benefit from hiring friction hunters : highly inquisitive, critical, people-sensitive and data-driven investigators who are responsible for chasing down the types of corporate processes that historically grew into a certain shape but are no longer relevant in that way. The friction-free employee.

Customer Experience 52

Customer Experience Manufacturing Transportation Finance 52

ClientSuccess

JUNE 26, 2019

Being on the CSM frontline allows us to directly influence the success of our clients. Each day we learn from the trenches what it takes to make clients happy and successful. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Question 1.

Sales 40

Sales Start-ups Touchpoint 40

ClientSuccess

NOVEMBER 29, 2017

Essentially, every customer is ‘hiring’ a product to do a job (or solve a problem). An organization’s focus on providing a singular ‘job’ can be threatened, however, as it grows and changes offerings in order to meet the demands of multiple customers. Current Customers – Why they Hired You, the Job to be Done.

B2C 40

B2C Innovation B2B 40

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. to the left) My response was: “That’s a blog post on its own! on the part of the employee about the brand and (2) what the organization does (mission, purpose, brand promise, etc.) OK, on to the good stuff. I originally wrote today's post for HappyOrNot.

Innovation 52

Innovation Customer Satisfaction Customer Experience Sales 52

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Her parents gave her one, Extra-Strength Tylenol and sent her back to bed. Her parents gave her one, Extra-Strength Tylenol and sent her back to bed. Hours later, at 7:00AM, they woke up to find their daughter dying on the bathroom floor.

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

Confirmit

DECEMBER 5, 2018

The methodologies behind customer success are gaining more momentum as companies increasingly focus on ensuring customers use products and get value from them. A dedication to hire the right team members (often called CSM’s - Customer Success Managers), committed to delivering success for their customers first and foremost.

Touchpoint 40

Touchpoint Net Promoter Score Social Media Voice of the Customer 40

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Top Priorities for 2018. No Landslide Victories.

Contact Center 42

Contact Center Social Media Customer Journey Map Omnichannel 42

Intercom, Inc.

JUNE 25, 2020

Over the past few weeks on the podcast we have heard from a wide range of voices about the many and varied prejudices and biases that exist within the tech ecosystem. We’ve also been hearing how we can do better, where we can help and where we need to listen – as a company and on an individual level. Janeen, let’s start with you.

Start-ups 223

Start-ups Engineering Machine Learning Technology 223

Intercom, Inc.

JANUARY 20, 2022

Speed, the ability to move and improve, to iterate and innovate, is paramount, and if you listen to Intercom on Product regularly, this probably sounds familiar. Not too long ago, when Intercom turned 10 , we dedicated an entire episode to speed , or why startups should always strive to keep momentum as they scale. Paul, how are you?

Engineering 249

Engineering Start-ups Innovation Technology 249

Intercom, Inc.

AUGUST 1, 2019

. “Michael is the rare CFO who also leads up marketing, which makes him the perfect person to talk us through the company’s trajectory” As the head of Intercom’s Early Stage program for Startups, the fast-growing fintech startup is one company I’ve been keeping my eye on. Short on time? From Wall Street to startup.

E-commerce 36

E-commerce Start-ups B2B Retail 36

Intercom, Inc.

JANUARY 16, 2019

Only then will you have the foundation to consistently win new customers, upsell existing ones and see the kind of predictable growth that’ll be the making of your company. An efficient and profitable sales org is the product of many strategic decisions – who you’ll hire, what you’ll pay them, how you’ll onboard and train them, and much more.

Sales 156

Sales Non-Profits Start-ups Scorecard 156

Intercom, Inc.

JUNE 17, 2019

Interview assignments have become a common component of the hiring process for engineering roles. The core job of the take-home test is to set some kind of bar for candidates before proceeding to the more expensive parts of the interview process, for example, a call with an engineer/product manager or an on-site interview with the whole team.

Engineering 131

Engineering ML Construction 131

Intercom, Inc.

AUGUST 6, 2020

But that sort of transformation doesn’t just happen on its own – it is the culmination of the tireless work and effort of millions of engineers and developers, building new things and overwriting old tools. If there is one place where these countless makers gather as a modern community, it is Stack Overflow.

Engineering 143

Engineering Government Technology Technology 143

Intercom, Inc.

AUGUST 13, 2019

Many of us in the design and technology community pride ourselves on being tool builders, creating products that others can use to get things done. In one 24th of a second, Stanley Kubrick makes the connection between the most primitive and the most advanced tools we can imagine. To start, let’s ask: what is a tool? This is a pencil.

Manufacturing 223

Manufacturing Technology Technology Start-ups 223

Intercom

APRIL 7, 2022

Mark, Parker, Frank, and Dave were developing their prototype in a one-bedroom rental apartment in San Francisco’s Telegraph Hill – they wore Hawaiian print shirts, brought their dogs to work, and had a poster of the Dalai Lama from one of Apple’s campaigns encouraging them to “think different.” Short on time?

Start-ups 59

Start-ups Retail Technology Technology 59

ProProfs

JULY 11, 2022

From wasted money, time, and effort to uncomfortable “letting go” conversations, bad hiring can open a whole can of worms – which makes it surprising that almost three in four employers admit to having made this mistake. . So, we’ve put together this list of the 20 best recruitment assessment tools to help you hire right. .

AI 52

AI Engineering Start-ups Gaming 52

Intercom

OCTOBER 12, 2021

And with a greater impact on your customer satisfaction – and ultimately your company’s bottom line – it’s increasingly important to invest in your human support team as a real strategic lever in your business. Offering personalized, one-to-one human support is essential for keeping both your customers and your team happy in the long term.

Engineering 111

Engineering Customer-Centric Organization Customer Satisfaction Touchpoint 111

Qualtrics

OCTOBER 23, 2019

Remote work is all the craze these days. With the technology we have at our fingertips and the world embracing a Gig Economy, it’s no surprise that remote work is growing and being fully embraced by younger demographics. In 2018 at Adobe we also went all-in on video conferencing, and I haven’t looked back since with CloudApp.

Sports 33

Sports Start-ups Education Technology 33

ProProfs

JULY 26, 2021

It covers: hiring. Employee management works on the basis of successfully managing employee motivation, performance, productivity, and business profitability. As the renowned business analytics and advisory company Gallup says, clarity of job expectations is one of the most basic employee needs and something vital to performance.

Compliance 52

Compliance Start-ups Construction Engineering 52

SixteenVentures

DECEMBER 31, 2019

Whether you have a Software-as-a-Service, subscription or membership business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. Even today that’s how you should view it. Customer Success is transformative. In the SIX(!)

Start-ups 136

Start-ups Sales NPS Non-Profits 136