Experience Investigators

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Close the Loop 52

Close the Loop Contact Center Start-ups CX 52

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Intercom, Inc.

MARCH 9, 2022

We iterate, fight for adoption, and keep pushing for maximum impact for our customers and our business. We strive to deliver outcomes as well as outputs to drive real results for our customers. We work to ensure that what happens because of things we ship delivers tangible value to our customers.

152

152

Intercom, Inc.

APRIL 4, 2022

One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. Two roles at similar levels in similar looking companies can actually differ widely in practice. Onboarding with Intercom.

Engineering 118

Engineering Start-ups Technology Technology 118

SurveySensum

FEBRUARY 23, 2024

Pulse surveys aren’t just about collecting data – they’re about taking action to boost employee engagement. So, what are you waiting for? First, let’s start by understanding the pulse survey meaning. What is a Pulse Survey? It consists of a short and regular set of questions sent to employees.

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

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. lose it and fight with the customer…”.

Customer Experience Management 273

Customer Experience Management Customer Service Customer Experience Non-Profits 273

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Men and women sitting in their cars, buses and trains, giving themselves a pep talk before stepping into the corporate war zone. The customer suffers as well. There is hope for frustrated managers.

Customer Experience 182

Customer Experience Gaming CX Contact Center 182

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Sadly, it's often just talk. Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Not at all.

CX 140

CX VOE Artificial Intelligence Voice of the Employee 140

Intercom, Inc.

JULY 28, 2022

By the time he left to join Google Cloud as EMEA VP of Operations and Customer Growth, Salesforce had around 17 billion dollars in revenue and almost 50,000 employees. By the time he left to join Google Cloud as EMEA VP of Operations and Customer Growth, Salesforce had around 17 billion dollars in revenue and almost 50,000 employees.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Intercom, Inc.

FEBRUARY 14, 2018

A couple of weeks ago myself and some of my team sat down to talk about how we could attract some of the best people around to join our Product team. So we decided to get out there and talk about what it is like here. So we decided to get out there and talk about what it is like here. What came back was fascinating.

Engineering 188

Engineering Start-ups Sales Technology 188

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And trust me, it isn’t just about fixing what’s broken, it’s about fostering a culture that’s inclusive, and downright awesome. And that’s exactly why employee feedback is not to be taken lightly.

Construction 52

Construction Start-ups Innovation Gaming 52

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Intercom, Inc.

APRIL 25, 2019

In general, growth is a good problem to have – it means you’ve found some measure of product market fit and you’re generating real revenue from active users. This is episode seven of Scale , a brand new podcast series on moving from startup to scale up. Making sure culture scales as you grow.

Sales 136

Sales Customer Acquisition Start-ups Engineering 136

Experience Investigators

FEBRUARY 21, 2023

Finding Empathy In Customer Experience It’s easy to assume that empathy is one of those things…we should all know it, feel it, and share it. So the term empathy gets tossed around a lot in customer experience. First, let’s define what we’re talking about when we discuss the need for empathy. But what do we really know about it?

CX 98

CX Contact Center Healthcare Construction 98

Intercom, Inc.

JUNE 23, 2021

You can’t build software without encountering incidents – from critical bugs to full-blown outages, dealing with incidents are an inevitable part of the process. As a result, you’ll find no shortage of articles telling you how to write a review – or as they’re commonly known, a post mortem – of your incident. Focus on the details.

Construction 129

Construction Engineering Start-ups Customer Experience 129

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. .”

CX Transformation 95

CX Transformation CX Customer Experience 95

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Men and women sitting in their cars, buses and trains, giving themselves a pep talk before stepping into the corporate war zone. "If The customer suffers as well.

Customer Experience 140

Customer Experience Gaming CX Contact Center 140

Intercom, Inc.

DECEMBER 21, 2020

This was a year when it felt like history was unfolding in real time – rather than the narrative of our time taking shape gradually over months and years, events were seemingly getting inscribed straight into the collective memory every day, or sometimes every hour. A must-read for marketers dealing with change or crisis.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Intercom, Inc.

DECEMBER 9, 2020

When we think of corporate leadership, we instantly picture CEOs and executive teams, but the role played by boards is often glossed over and underappreciated. What are the unique challenges faced by boards during this extraordinary time? What are the unique challenges faced by boards during this extraordinary time?

Start-ups 129

Start-ups Customer Relationship Technology Technology 129

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. Then, you implement it.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114

Intercom, Inc.

AUGUST 15, 2019

Author Jeff Gothelf sees this all the time in his work as a consultant for medium- and large-sized companies, and it inevitably leads to a culture clash where designers feel unvalued. Here are five quick takeaways: You must establish deep empathy for the customer. Short on time? Focus on outcomes over output.

Start-ups 179

Start-ups Innovation Engineering Retail 179

Intercom, Inc.

DECEMBER 10, 2019

This feature, if it solves a customer problem, results in measurable changes in how customers behave in your product, and ultimately this behavior change delivers an impact to your business. Context: where we’ve come from in trying to move to outcomes. First some context. As we scaled, that had to change.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

ECXO

SEPTEMBER 19, 2023

Happier employees = happier customers is an empty phrase if you can’t quantify and qualify the impact of your EX investments on customer, and business outcomes. Everybody in your organisation needs to have a clear line of sight from themselves, and the work they do, to your customer. I know you already know it.

CX 52

CX Innovation AI Technology 52

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. Also, I was happy to see a lot of new authors coming out of Europe, talking about CX, EX, and Design with very interesting perspectives. The books are not in order of preference; all are very good. Here is the link.

CX 52

CX Social Media Sports Customer Service 52

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. It’s what happened yesterday.

CX 123

CX Customer Experience Non-Profits Social Media 123

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. .

AI 162

AI Innovation Social Media Construction 162

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. Not all mind you, but enough that I knew it wasn’t a culture where I wanted to hang about.

Sales 159

Sales Net Promoter Score CX Customer Satisfaction 159

Intercom, Inc.

FEBRUARY 23, 2022

This is especially true among employees experiencing increasing demand due to the pandemic, such as support agents, as our latest Customer Support Trends Report shows: 64% of support leaders say their team has felt burned out in the past 12 months. The past couple of years have been … challenging, to put it nicely. Short on time?

Start-ups 118

Start-ups Social Media Education Customer Service 118

Beyond Philosophy

FEBRUARY 1, 2021

The basis for many customer decisions has shifted. 43 % walk away when disappointed by a brand’s words or actions on a social issue. KPMG Nunwood report from 2020, based on their Global Covid-19 tracker found: 90% of customers are willing to pay more for ethical retailers. I know what Hyundai were onto. Why is this important?

Gaming 147

Gaming Manufacturing Hospitality Hospitality 147

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.

Customer Experience 122

Customer Experience Customer Satisfaction Technology Technology 122

Intercom, Inc.

FEBRUARY 5, 2019

You can delay it until you’ve acquired your first 100 or 1,000 customers, but at some point you’ll need to find sustainable traction in the market. It’s your company’s competitive advantages codified into an actionable plan for acquiring new customers and growing existing ones. Define your ideal customer profile.

Sales 177

Sales Start-ups Gaming Education 177

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. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Intercom, Inc.

MAY 12, 2020

There’s a lot more specificity when you’re talking about judgment – it’s based on experience rather than subjective preference. There’s only really one way to develop product judgment and that’s through direct interaction with your customers. ” What is it? Why does it matter?

Start-ups 173

Start-ups B2B Legal Innovation 173

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds. Speak the customer’s language. Support and success are siblings.

Start-ups 188

Start-ups Sales Engineering CRM 188

Customer Bliss

OCTOBER 20, 2016

Double talk. Customer culture is talked about by many leaders, but ultimately misunderstood by most organizations. OK, so on the wall you might see something like this: “We have a deep commitment to the customer and their needs.” Essentially at this point, it’s double talk.

CX 59

CX Engineering Start-ups Customer Experience 59