Intercom, Inc.

OCTOBER 22, 2020

Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. times more revenue than their competitors.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83

Intercom

APRIL 27, 2023

You might say your business prioritizes the needs of your customers. You might even say your customer-service is customer-centric. But do you have what it takes to earn the title of customer-obsessed? The terms customer-obsessed, customer-centric, and customer-focused sound pretty similar.

CX 52

CX AI Start-ups Customer Service 52

Fonolo

JULY 10, 2019

Customers came to MEC stores to buy the best hiking, rock climbing, and back-woods skiing gear. As a result, they engineered a shift away from their original mission statement of encouraging “self-propelled wilderness recreation” to one that wanted to “inspire everyone to get off the couch and out the door.”

Healthcare 103

Healthcare Retail Engineering Customer Relationship 103

Experience Investigators

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 98

Customer Retention Social Media Customer Loyalty Start-ups 98

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. The one item that is consistent, and should never change, is treating the customer with respect.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Intercom, Inc.

DECEMBER 21, 2021

“We have accelerated through many years of progress as if we’re living in a time-lapse” Business is increasingly conducted online, and customer communications are undergoing a massive transformation as customer expectations change. . We hit a huge milestone as our ARR grew well past $200M.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. It’s our lens, our context.

Retail 78

Retail Manufacturing Start-ups Education 78

Taylor Reach Group

AUGUST 20, 2020

You could tell just by trying to contact many customer service departments especially withing the first 6 weeks. We know the costs associated with reduced productivity and the impact it can have on the service level standards we set and our ability to serve well. by Patricia Ballantyne. The challenges were obvious.

Technology 120

Technology Technology Contact Center Customer Service 120

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . Some might be angry.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Steven Van Belleghem

SEPTEMBER 28, 2022

Be fun – create joy for your customers. When I went to see Top Gun 2 with my family, we loved it so much that it inspired me to create a new concept, which I called the “ Top Gun Effect ”: it’s about creating CX experiences that are simple and old-fashioned ‘feel good’ done right. Show your customers that you trust them.

CX 113

CX Social Media Sports Innovation 113

Beyond Philosophy

AUGUST 26, 2021

Customer Experience is having challenges. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” Have a Fail-Fast Mentality. Think outside the square.

Finance 78

Finance Engineering Start-ups Customer Experience 78

Zendesk

DECEMBER 28, 2020

For example, a customer service team may need to learn the details of a new pricing promotion. For example, a customer service team may need to learn the details of a new pricing promotion. Mindler: Reducing barriers to mental health care. Zenni Optical: Keeping customers in focus. Season 2 is here.

Manufacturing 52

Manufacturing Engineering Retail Education 52

Beyond Philosophy

AUGUST 31, 2023

Sometimes your customers have to wait. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? You would rather that wasn’t necessary, but it is reality.

Start-ups 88

Start-ups Management Consulting Customer Experience 88

Callminer

MAY 27, 2020

The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. “Mental and physical wellness is at the core of every productive workforce and the key to a positive employee experience. Keep performance reviews goal-oriented and collaborative.

Start-ups 254

Start-ups Technology Technology Education 254

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? This isn’t sustainable or healthy.

Start-ups 182

Start-ups Gaming CX Customer Service 182

CX Accelerator

DECEMBER 10, 2019

As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? This isn’t sustainable or healthy.

Start-ups 182

Start-ups Gaming CX Customer Service 182

Zendesk

DECEMBER 6, 2021

Customer satisfaction has been dropping in the US since about 2018, according to the American Customer Satisfaction Index (ACSI). The question is why , especially when so many companies are trying hard to meet customer needs on a variety of fronts. What causes customer dissatisfaction?

Customer Satisfaction 118

Customer Satisfaction Social Media Customer Expectations Customer Service 118

Steven Van Belleghem

APRIL 20, 2021

Few companies are as obsessed by customer experience as Amazon. These are just a few of its inspiring insights: The importance of a Day 1 mindset. These are just a few of its inspiring insights: The importance of a Day 1 mindset. Why “it’s all about the long term” What it really means to be customer obsessed.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Steven Van Belleghem

MARCH 30, 2020

Tools : Facebook is partnering with developers to provide free services to government and UN health organizations to create better information tools for people to use. Cisco is offering the free version of its Webex service with no time restrictions. Supporting mental health problems that come with social distancing.

Healthcare 52

Healthcare Gambling Government Transportation 52

Zendesk

APRIL 23, 2021

On your journey to sales greatness, a little inspiration is necessary at times. Thoughtful quotes for turning your attention toward the customer. Thoughtful quotes for turning your attention toward the customer. When you’re trying to make a sale, it can be easy to lose sight of the customer’s needs and push too hard.

Sales 98

Sales Outlook Start-ups Construction 98

Steven Van Belleghem

DECEMBER 9, 2020

They kept to their core philosophy of healthy food, yet were able to transform themselves – in just two weeks’ time – into a service that was relevant for these COVID-19 times. Rombit is one of the most inspiring examples of a company that was able to turn the corona crisis into an opportunity. Proximus & Telenet.

Customer Experience 98

Customer Experience Sports B2C Start-ups 98

CX Accelerator

MAY 16, 2018

These investments fill my tank to drive improved customer and employee experiences. Year Two – “Have the laser focus of an Olympic athlete” – Marshall Martin It did not take long to understand that knowledge is power, especially in a customer service role. Ten years is a great deal of time in the life of a mortal.

CX 203

CX Start-ups Gaming Education 203

Steven Van Belleghem

NOVEMBER 10, 2020

Telco players offering mobile payment services. Crossing the industry lines to better cater to your customers may be gaining in popularity, but the approach is not new. M-Pesa is not just about offering a better experience to the customers of Vodafone and Safaricom. A bank moving into the sports industry.

Healthcare 98

Healthcare Customer Experience Education Manufacturing 98

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. A CRM for Product.

Engineering 225

Engineering Start-ups E-commerce Sales 225

SugarCRM

APRIL 23, 2024

As a much sought-after speaker and advisor for top B2B companies, Jill’s influence extends far beyond the boardroom, inspiring a new generation of sales professionals to thrive in an ever-evolving marketplace. You must ask yourself who is in your ideal customer’s inner circle. Who do they trust? Who do they buy from?

B2B 29

B2B Sales Innovation Social Media 29

Intercom, Inc.

MARCH 12, 2020

What hasn’t changed is people’s innate desire to be treated as the valued customers they are while having their problem solved. There are now more ways than ever to help your customers solve their problems. Customers don’t mind knowing it’s automated, but they like it when the experience feels natural and personalized.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Customer Bliss

FEBRUARY 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Click here to learn more about the course and enroll. . Can you excuse me a minute?” the server asked.

CX 68

CX Customer Experience Customer Service 68

Intercom, Inc.

SEPTEMBER 17, 2020

Here are some quick takeaways: Watching the popular sitcom The Office inspired Blind’s South Korean leadership team that people across the world face the same challenges in work – this prompted their move to the US. Short on time? Anonymity can be a useful tool for empowerment (when used correctly). operations for Blind.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Help Scout

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Our mission is to support small businesses with tools that make customer support more helpful and human.

Education 103

Education Sales Start-ups Customer Experience 103

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

SugarCRM

APRIL 23, 2024

As a much sought-after speaker and advisor for top B2B companies, Jill’s influence extends far beyond the boardroom, inspiring a new generation of sales professionals to thrive in an ever-evolving marketplace. You must ask yourself who is in your ideal customer’s inner circle. Who do they trust? Who do they buy from?

B2B 26

B2B Sales Innovation Social Media 26

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

PeopleMetrics

AUGUST 25, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. ” All Day, Every Day, Stay Customer Centric. It’s just how we do business. .

Customer-Centric Organization 124

Customer-Centric Organization Customer Feedback Start-ups Customer Experience 124

CX Journey

FEBRUARY 16, 2016

In business and in life, there's this crazy notion of the herd mentality. According to Wikipedia : herd mentality, or mob mentality, describes how people are influenced by their peers to adopt certain behaviors, follow trends, and/or purchase items. Think about the top 5% of companies when it comes to customer experience.

Customer Experience 50

Customer Experience Innovation Touchpoint CX 50

CX Journey

MARCH 5, 2019

It was such an inspirational event with a lot of great speakers sharing stories of how they're making an impact and fighting for change in a variety of social arenas, including child slavery, mental health, gun violence, bullying, the water shortage, plastic in the oceans, recidivism, and more. Inspiration x Innovation = Impact.

Sports 34

Sports Gaming Start-ups Innovation 34

CX Journey

MARCH 5, 2019

It was such an inspirational event with a lot of great speakers sharing stories of how they're making an impact and fighting for change in a variety of social arenas, including child slavery, mental health, gun violence, bullying, the water shortage, plastic in the oceans, recidivism, and more. Inspiration x Innovation = Impact.

Sports 32

Sports Gaming Start-ups Innovation 32