ECXO

MAY 14, 2024

This new perspective emphasizes the importance of human connections, emotions, and experiences in every transaction, whether it’s between businesses or directly with consumers. H2H focuses on the emotional and relational aspects of business, advocating for empathy, authenticity, and personalized experiences in all exchanges.

B2C 52

B2C B2B Artificial Intelligence Non-Profits 52

Intercom, Inc.

DECEMBER 16, 2019

Over the last two decades, account-based marketing (ABM) has been both hailed as a surefire win for B2B businesses and written off as little more than an industry buzzword. ABM’s mixed reputation reflects the challenges that companies have faced implementing an account-based approach. What is account-based marketing (ABM)?

B2B 189

B2B Sales CRM Touchpoint 189

Execs In The Know

JULY 4, 2023

In today’s fast-paced and hyper-connected world, exceptional customer experiences (CX) have become the holy grail for businesses striving to thrive in competitive markets. They go one step further, ensuring that their teams remain accountable for the results they produce. A delicate balance must be struck.

CX 97

CX Start-ups Customer Experience 97

Execs In The Know

JANUARY 31, 2024

Artificial Intelligence (AI) has transcended the realms of buzzwords to become a linchpin in reshaping leadership and operational strategies across various sectors. Integrating AI in daily activities is not a futuristic concept but a current reality, particularly in how it redefines customer engagement and simplifies routine tasks.

AI 52

AI Artificial Intelligence Social Media CX 52

Callminer

APRIL 21, 2020

Call center leadership has a significant impact on performance by setting the tone of the workplace and fostering employee morale. Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Tracy Montour. Syed Ali Hasan.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 121

Customer Experience Government CX Customer Loyalty 121

UJET

JUNE 4, 2021

But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed. Choose the Right Leadership. The concept of digital transformation isn’t new.

Contact Center 121

Contact Center CX Government Technology 121

SixteenVentures

FEBRUARY 18, 2023

Expansion – not simple renewal – is the ultimate indicator of a successful customer. that results in limited, incremental growth in customer account value. And there’s a way to do it that results in consistent, exponential growth in customer account value. And then orchestrating properly.

Sales 107

Sales 107

Shep Hyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. Happy Enabled Employees = Happy Customers.

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer-Centric Organization 62

Customer-Centric Organization VOC CX Customer Loyalty 62

Intercom, Inc.

JULY 13, 2021

Intercom regularly surveys employees to understand their experience and what can be improved. We held people accountable for outcomes they don’t control. Problem: We hold people accountable for outcomes they don’t control. We think all designers are leaders, but hadn’t made our actual expectations for leadership clear until now.

Scorecard 271

Scorecard Start-ups Engineering 271

RateMyService

FEBRUARY 29, 2024

A lesson on shared responsibility Photo by Nick Fewings on Unsplash Customer experience is a crucial competitive advantage in business-to-business (B2B) relationships. Every interaction a client has with your company, from customer service to billing, shapes their perception of your brand. It’s a total team effort.

B2B 52

B2B Customer Experience Finance Legal 52

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Also, treating customers well is good for employees. The Role of Leadership in NPS.

NPS 109

NPS Net Promoter Score Construction Start-ups 109

CX Accelerator

APRIL 1, 2020

Let’s face it, leadership in CX has never been a walk in the park. Accountability. If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to get the voice of the customer a seat at the table appears to have been settled.for now.

CX 228

CX Machine Learning Government Gaming 228

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. Then, Create a CX Charter.

CX 130

CX Net Promoter Score Government NPS 130

SurveySensum

MAY 6, 2024

A good example of a brand story is the one that lays stress on the personal experiences. You need to tell readers what prompted you to start your venture and how you achieved success by going through different experiences over many years. It will give your followers/customers the impression that you are honest and authentic.

Social Media 52

Social Media Start-ups Artificial Intelligence Education 52

Intercom, Inc.

OCTOBER 26, 2021

Many leads’ first meaningful interaction with your business will be a conversation with a salesperson – you have to carefully consider what kind of experience you want that to be, and who will be delivering it. Whether you’re bringing on your tenth or hundredth salesperson, you need to discuss the “must-haves” with your leadership team.

Sales 160

Sales Start-ups Touchpoint Education 160

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. If you enjoy our discussion, check out more episodes of our podcast. A new chapter.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. Leadership Must Have Consistent and United Behaviors. When did you begin to make progress?

CX Transformation 95

CX Transformation CX Customer Experience 95

Intercom, Inc.

SEPTEMBER 8, 2021

At Slack, she rose through the ranks from an Account Executive to a Senior Enterprise Leader, and by the time she left Slack six years later, their revenue had grown from about $12 million in ARR to more than a billion dollars. Customer first, then company, then yourself. And by the time I left, I was a senior account executive.

Sales 118

Sales Start-ups Non-Profits Finance 118

Fonolo

JULY 12, 2022

Though goals should always be tailored to the individual agent, there are seven basic goals we think fit the needs of most customer service team members: Improve Customer Satisfaction (CSat). How to Use Customer Profiles to Improve Call Center Training. The customer is connected with an agent who is ready to help.

Contact Center 87

Contact Center Social Media Start-ups Customer Retention 87

Totango

APRIL 1, 2021

Totango is excited to announce that we have once again been recognized by G2 with awards for our leadership in Customer Success. We understand that authentic ratings and reviews from real users are critical to helping customers evaluate and decide on purchasing a product, which is why awards like these are so valuable to us.

Actionable Insights 81

Actionable Insights Touchpoint B2B Engineering 81

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

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. How can customer experience management achieve this?

CXM 71

CXM CX Sports Customer Experience Management 71

Inside Customer Service

JULY 8, 2021

That's the question a customer service leader recently asked me. The team had gathered to take my Customer Service Foundations course on LinkedIn Learning. While originally derived from leadership training, it's a good model to follow for other training topics. That’s the power of experience. It was taking the team 4.5

Customer Service 148

Customer Service 148

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? I understand this concept from personal experience.

Social Media 156

Social Media Start-ups CX Customer Experience 156

Customer Bliss

JANUARY 28, 2021

Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently. Customer experience employees are at the frontlines of every company. Lead By Example, Even When It’s Unpopular.

CX 101

CX Touchpoint Engineering Technology 101

Experience Investigators

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Customer Feedback 133

Customer Feedback Net Promoter Score Close the Loop Customer Journey Map 133

Customer Bliss

JUNE 9, 2021

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. What Does Leadership Bravery Look Like?

Hospitality 115

Hospitality Hospitality Customer Relationship Business Growth 115

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

ClearAction

JUNE 25, 2023

Is customer experience (1) a determinant or (2) a subset of corporate strategy, or (3) is it unrelated? Re-think “customer experience” as brand integrity : delivering what you promised. Further, customers are the source of salaries, budgets, and profits. Does this surprise you?

CX 62

CX Data Mining Non-Profits Invoicing 62

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Voice of the Customer 156

Voice of the Customer Start-ups Sales Customer Feedback 156

Intercom, Inc.

JULY 19, 2022

At Intercom, we obsess about our customers’ success. . We study our customer’s wants, needs, and behaviors so we can deeply understand their problems and provide the right solutions. Research and data science play a major role in surfacing holistic insights about our customers and ensuring we’re building products that drive real value.

Construction 118

Construction Education 118

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. However, as the focus on retention and expansion to drive growth has become more pertinent, the role of CS has also sharpened to focusing more on driving and ensuring customer value.

Sales 71

Sales 71

Intercom, Inc.

MAY 20, 2019

The other path, the one I’ll focus on in this post, continues along the journey of individual contributor : to mastery of the craft of design, to leadership without the need to manage, to above all else shipping great work. Another dimension on which behaviors can be assessed is whether you are demonstrating leadership in your role.

Engineering 223

Engineering Innovation AI 223

Experience Investigators

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging? Here’s your training guide.

Customer Journey Map 98

Customer Journey Map Customer-Centric Organization Start-ups Customer Feedback 98

ClearAction

JUNE 25, 2023

Overshadowing basic facts about customer experience are numerous myths. Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. Artificial intelligence (AI) is a top topic in customer experience management.

Artificial Intelligence 62

Artificial Intelligence CX CXM Data Mining 62