Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. Whatever you want to measure, that is the value.

Construction 78

Construction Finance Customer Experience Management Retail 78

Intercom, Inc.

FEBRUARY 11, 2020

Deep down we know that the business doesn’t really miss us. The business doesn’t know our sparkling personality or understand our unique contribution to the community – the business just misses our money. Here’s three better ways to create retention campaigns that feel genuine and actually work: Focus on how your product helps.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. New research from Intercom reveals how support leaders are striking a balance. Customer expectations are rising and support teams need to catch up.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations Technology 233

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it.

Start-ups 78

Start-ups Customer Experience Sales 78

Execs In The Know

JANUARY 12, 2024

As businesses strive to enhance user experiences and streamline customer interactions, deploying advanced LLM assistants to automate customer interactions has great potential. Static responses, on the other hand, are pre-defined and give absolute certainty of the answer a customer will receive.

AI 105

AI Legal Artificial Intelligence Customer Experience 105

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. I knew these customers would leave my client when the competition had a good enough offer. Now, some of you might be scratching your heads, wondering what I am talking about.

Social Media 88

Social Media Customer Loyalty Technology Technology 88

Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 95

Customer Experience Net Promoter Score VOC Innovation 95

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.

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for your support team to address. Instead of deflecting conversations, your team can prevent common issues from occurring in the first place.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Intercom

FEBRUARY 1, 2024

Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. Welcome to the The Ticket podcast, featuring conversations with the customer service leaders and CX thinkers who are shaping the future of support.

Customer Service 97

Customer Service AI Technology Technology 97

Intercom

JANUARY 10, 2024

Get the report → Customer support teams will remember 2023 as the year that everything changed. In just 12 months, generative AI went from being an emerging possibility to a stop-you-in-your-tracks, drop-everything phenomenon. ⚡️ Ready to dive straight into the insights? AI adoption jumped in 2023, and shows no sign of slowing.

Customer Service 100

Customer Service AI Customer Expectations Technology 100

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. Why Is It Important to Measure Customer Satisfaction?

Customer Satisfaction 83

Customer Satisfaction Customer Feedback Close the Loop Customer Experience 83

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. 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.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Intercom, Inc.

AUGUST 31, 2021

We’re excited to announce that you can now send transactional messages using Intercom, empowering you to send all your customer messages from one easy-to-use platform. These messages can be triggered based on specific customer actions or dates, such as an upcoming subscription renewal or customer birthday.

Engineering 218

Engineering Start-ups Gaming Customer Experience 218

Intercom, Inc.

MAY 13, 2022

It’s what we all strive for, but how do you ever really know what customers think of you? . NPS is a metric used to measure customer experience – how likely your customers are to promote your brand in a positive way to friends and family whether that’s through social media, word of mouth, or other channels. .

Net Promoter Score 118

Net Promoter Score NPS Social Media Sales 118

Beyond Philosophy

FEBRUARY 13, 2021

Customers buy habitually, and that’s great when their habit is to buy from you. The problem is sometimes they aren’t buying habitually from you, but instead from your competition. Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do.

Government 179

Government Management Consulting Customer Experience CX 179

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.

Customer Service 142

Customer Service Business Growth Customer Feedback Customer Satisfaction 142

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Experience Investigators

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

ECXO

JUNE 11, 2023

A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. If you need to rethink your CX offer, or haven’t got started, time is not on your side. How have they changed since the pandemic? Is your customer data out of date?

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. But knowing which metrics matter, and how to interpret them, is key to success.

Contact Center 91

Contact Center Customer Satisfaction Sentiment Analysis Artificial Intelligence 91

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Identify your top 3 business needs Forget about AI as a grander concept, and reverse engineer your AI strategy. The challenge in 2024?

AI 98

AI Unstructured Data Engineering CRM 98

SurveySensum

APRIL 22, 2024

Hence, characterized by periodical data breaches and growing cyber threats, conserving customer trust stands as a crucial priority for businesses. It’s vital for businesses to grasp the diverse ways cybersecurity influences customer trust to succeed in the digital era. How Do Cybersecurity Measures on Customer Trust?

Compliance 52

Compliance Customer Feedback Government Start-ups 52

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. Now, how do I implement that in my day-to-day operations?” However, many of you have asked me how we get practical with these theories and implement them into your CX.

Net Promoter Score 184

Net Promoter Score NPS Customer Experience Customer Retention 184

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. To that end, in this episode we share the five rules of a successful customer experience implementation. Measure: How will you know if what you do is working?

Net Promoter Score 113

Net Promoter Score Customer Experience Management Consulting NPS 113

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Let me give you a real-life scenario of how it works in general.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency! With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency! Set your KPIs You can’t change what you don’t measure.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. The Five Rules for Designing a Great Digital Experience.

Technology 162

Technology Technology Manufacturing Start-ups 162

Lumoa

JANUARY 2, 2023

Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data. . How to calculate transactional NPS (tNPS)? In This Article: What is a transactional NPS (tNPS)? Key Takeaways.

Net Promoter Score 83

Net Promoter Score NPS Customer Satisfaction Customer Feedback 83

Beyond Philosophy

AUGUST 18, 2022

One way to think of the two personalities is how they get their power. Situational Psychologists agree that we have differences, but those are less significant than how we interact with our environment. Agreeableness: This area measures your kindness and affection toward others and your charitable nature.

Compliance 147

Compliance CX Customer Experience 147

TeamSupport

JUNE 29, 2023

Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. What’s The Benefit Of Focusing On Customer Satisfaction?

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score NPS 97