ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. But Jose, our lion hero, had a different perspective. They reached out to Jose for these stories, and he was more than happy to share.

Customer Experience 101

Customer Experience Start-ups Customer Feedback Sales 101

Beyond Philosophy

JUNE 15, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! We have the same relationships with our brands. Therefore, our five rules are to help you develop a brand worthy of your customers opening an Emotional Bank Account with you, which, in turn, is valuable to your bottom line.

Construction 145

Construction Customer Relationship Customer Experience 145

Intercom, Inc.

APRIL 1, 2021

We need to address these historical gaps to get the full story. To correct for the systemic gender and race bias and ensure a better representation of everyone’s experiences, they’re encouraging otherwise unheard voices to speak up and write their stories – namely women and Black people. Off the beaten track. Janeen: Wow!

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

CX Accelerator

NOVEMBER 7, 2023

Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. Luke Jamieson , thinking about how we engage with our customers and employees says: 8) have high employee attrition (or turnover). 5) put profits before purpose.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Totango

APRIL 9, 2024

Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Business Growth Innovation AI 106

ECXO

FEBRUARY 26, 2024

By understanding the underlying psychological factors, we can frame our products or services in a way that appeals to these subconscious inclinations, leading to a higher likelihood of a positive decision from the customer. It allows us to incorporate elements of persuasion into our interactions with customers.

E-commerce 115

E-commerce Sales Social Media CX 115

ECXO

APRIL 7, 2024

The answer lies in human creativity and the uniqueness of our existence. It’s about understanding that each customer is a unique individual, with their own story, their own journey, and their own dreams. It is about telling captivating stories, sparking stimulating conversations, and igniting powerful emotions.

AI 111

AI CX Artificial Intelligence Predictive Analytics 111

Inside Customer Service

DECEMBER 8, 2022

That's my story. I vowed never to let it happen again and immediately tried to learn everything I could about our products. Here's the rest of my first customer story. Jeff Toister: Learning from early failure from Work Stories: Experiences that Influence Careers by LinkedIn Learning Instructors.

Start-ups 223

Start-ups Retail Customer Service 223

Intercom, Inc.

JUNE 27, 2020

For Pride week, our LGBTI+ teammates have been sharing their lived experiences, including their coming out stories, how they’ve stayed engaged with their communities in light of COVID-19, and what ways they feel allies can best support LGBTI+ people. They are each as unique and insightful as each other.

Sales 211

Sales 211

Intercom

DECEMBER 5, 2023

Spotify Wrapped tells us about our own patterns and habits – and we’re enthralled every time. Numbers might seem rigid and inflexible, but they can tell a multitude of stories – you just have to choose which one works for your team” Storytelling Towards the end of the Spotify Wrapped story, it tells you what kind of listener you are.

AI 97

AI Customer Service Customer Experience 97

Intercom, Inc.

MARCH 21, 2018

No matter how good your product is, if you can’t tell a cohesive, compelling story about it, you’re going to have a very hard time getting people’s attention when you actually do take it to market. Our approach to crafting a story begins with asking “Why?”. This story starts long before you’ve designed or coded anything.

Start-ups 223

Start-ups Customer Satisfaction B2B Technology 223

Shaun Belding

FEBRUARY 6, 2020

The Top Ten Bad Customer Service Stories of 2019 Last week we published the Top 10 Best Customer Service Stories of 2019. This week, we flip the coin over and take a look at the ugly side – the Top 10 bad customer service stories of 2019. About our Top 10 Customer Service Stories lists […].

Customer Service 130

Customer Service 130

Intercom, Inc.

JANUARY 20, 2021

Not only that, but it’s fundamental to the Conversational Support Funnel , our framework for delivering efficient , personal support at scale. We work hard to uncover real-life examples, expert tips, and insider secrets so that our customers don’t have to. That means actually talking to them and listening to their stories.

Education 232

Education Engineering Sales 232

Zendesk

MARCH 5, 2024

Each of us can write our own story. And when we share those stories with one another, we can lift each other up along the way. Soak up the wisdom live and in-person from the mainstage. Register now for Zendesk Relate in Las Vegas.

52

52

Beyond Philosophy

DECEMBER 2, 2023

As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. It isn’t magic; it can’t solve all our problems. In this episode we explore the points made by Tom in his video along with our take on AI and Customer Experiences. To learn more, click here.

AI 143

AI Customer Experience Management Consulting Education 143

Customer Think

APRIL 17, 2024

Podcast Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how to take life seriously without believing your own propaganda.

45

45

The Belding Group

OCTOBER 19, 2022

An outward focus, defined simply, is placing the needs of other people at a higher priority than our own. The classic example is the story of Sir Walter Raleigh. Shaun Belding | www.shaunbelding.com.

100

100

Totango

FEBRUARY 23, 2024

Karen has a unique story as she joined Totango right after the company updated its positioning narrative and completed a brand refresh. Check out the full episode to hear her unique story and advice for crushing the first few months as a CMO. It’s so easy for us leaders to focus on our team.

Start-ups 97

Start-ups Business Growth Sales 97

Intercom, Inc.

MARCH 3, 2021

We’ve recently unveiled a new “product decision framework” at Intercom, which will help us continue to scale along with our ambitions. Ask Gustavs and Patrick about the process behind it in a Q&A – check out our Twitter to learn more. Issues with our decision-making process. Revising our product decision-making framework.

Engineering 260

Engineering 260

Intercom, Inc.

JANUARY 24, 2023

At Intercom, we’ve reinvented different parts of our product many times over the years – most recently, our Messenger. The Intercom Messenger before reinvention Product We had compelling ideas for powerful new features, but our information architecture and card-based navigation were not set up to house them.

Start-ups 118

Start-ups ML Sales 118

The Squawk Point

MARCH 15, 2024

I found a story in an old 1990s textbook ( The Leader’s Handbook ). We ask for feedback on our cameras, but people don’t purchase our cameras to own a camera. They buy our cameras to take pictures. The irony of the story is that those cameras are pretty much a thing of the past. Do Customers Want Cameras?

Manufacturing 64

Manufacturing Sales 64

Intercom

DECEMBER 4, 2023

You satisfy your customers, but can you satisfy our curiosity? “Behind every support ticket, there’s a human with a story” What’s the one piece of advice you would give to your peers in the customer service industry? With Will Yates, Co-founder of ttagz. Which celebrity would be really great at your job, and why? .

Customer Service 85

Customer Service Customer Experience 85

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. The art of marketing in a crisis. John Collins, Director of Content.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Inside Customer Service

MARCH 3, 2022

Our phone lines rang throughout the office whenever a customer was holding for more than a minute. At my company, most of our customer service calls were about problems caused by other departments. It involved sharing a story, data, and a specific request. First, I told the president a story to make the situation tangible.

Customer Service 189

Customer Service Customer Experience Start-ups Customer Feedback 189

Intercom, Inc.

MAY 19, 2021

As Intercom’s product matured, our product teams needed to expand the depth and breadth of their technology expertise in order to support the features we were building for our customers. How our core technologies were being used was also diverging, leading to needlessly increased complexity in our systems.

Technology 216

Technology Technology Engineering Start-ups 216

Beyond Philosophy

SEPTEMBER 21, 2023

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Non-Profits 88

Non-Profits Construction 88

Conversation Agent

MARCH 15, 2022

Yet when we learn more words, we expand not just our verbal tool set, but also our mind and thinking. Too few words limit your ability to tell a story. Fewer stories and you lose an important narrative. Most people prefer the use of known and simple words, to cover a lot of ground.

100

100

Beyond Philosophy

FEBRUARY 2, 2024

Our interest in the significance of language ignited recently when we received a None of Us Are as Clever as All of Us video from Shane Smith ( ssmith@everetics.com ) at Everetics , a consultancy specializing in customer support and service. Language holds a pivotal role in shaping your customer experience.

Customer Experience 88

Customer Experience CX 88

Customer Think

JANUARY 8, 2022

I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. I love to receive great examples of outstanding customer service. What I share with you today is a great example of personalized an.

Customer Experience 136

Customer Experience Customer Service 136

Help Scout

AUGUST 22, 2023

We have a few tips to share, along with stories about our own career changes. How do you prepare to switch careers and become a support pro? Read the full article

82

82

Zendesk

JUNE 20, 2023

Providing great products is not enough in today’s world–our research indicates that investing in CX is the essential tool for building a strong company and loyal customer base. Our State of Manufacturing report offers examples of how companies are evolving their customer relationships.

Manufacturing 97

Manufacturing CX AI Customer Relationship 97

Beyond Philosophy

APRIL 15, 2023

We have made mistakes in our lives. In this episode, we share some stories about things that have gone wrong. Our hope is that you can learn vicariously through us without having to suffer through similar pains yourself. The best and worst decision made in our years of experience appeared first on Beyond Philosophy.

Customer Experience 78

Customer Experience 78

The Customer Service Blog

OCTOBER 25, 2023

But the really big success story has been the USA, where our readership has doubled in the last few years. Many thanks to all our readers across the globe for helping to make this the fastest growing customer service blog in the world!

Customer Service 75

Customer Service 75

Fonolo

JANUARY 31, 2023

As the industry advances, so do the methods we use to ensure our workforce is performing at its best. Read on for our complete guide, where we’ll explore all the best practices. Incorporate storytelling into your contact center training Who doesn’t like a good story? A story is how we transfer information.

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Beyond Philosophy

DECEMBER 15, 2022

So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story. However, to get a reporter to write the story, we first need to understand that journalist’s beat. United didn’t want that story told. It’s an example of Framing.

Social Media 78

Social Media Entertainment Technology Technology 78

Shep Hyken

OCTOBER 5, 2022

And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. And by the way, you will enjoy this story even if you’re not in sales. . And here is where the story gets better. .

Sales 108

Sales Customer Service Customer Experience 108

Experience Investigators

OCTOBER 17, 2023

It’s to ensure our processes and internal efforts are supporting the best possible customer experience. This is the reason we created our CX Success Statement tool for CX leaders. Support these leaders by highlighting their achievements and success stories, and identify where CX investments have created real returns.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94