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

Zendesk

DECEMBER 6, 2021

It’s easy to talk about being a customer-first organization. It’s comforting to think that everyone in the organization puts the customer first. This attitude should, in theory, lead to happier customers, better business outcomes, and the type of place anyone would love to work. What is a customer-first strategy?

Close the Loop 98

Close the Loop VOC Start-ups Retail 98

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. If people aren’t looking for your solution, you have to educate them about the problem your product solves. Short on time?

Finance 162

Finance Engineering Sales B2C 162

Intercom

AUGUST 10, 2023

We think of innovation as something that happens behind closed doors, but what would you be able to unlock if customers felt they were part of the creative process? And when it comes to innovation in customer service, who knows about customer needs and hopes better than the customers themselves?

Customer Journey Map 96

Customer Journey Map Innovation Start-ups AI 96

Intercom, Inc.

OCTOBER 7, 2021

World-class customer support comes first. This means that, for the past few years, we’ve been working to staff teams across multiple time zones to make sure all of our customers have the help they need when they need it, no matter where they live. Few things are better for employee retention than career development.

Start-ups 118

Start-ups Sales 118

Intercom, Inc.

AUGUST 8, 2019

Today, we’re dissecting the customer experience at one of the hottest companies around: Slack. As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience.

Customer Experience 168

Customer Experience Start-ups Engineering Hospitality 168

Intercom

OCTOBER 19, 2023

From technological revolutions and rising customer expectations to the intricacies of change management – in today’s fast-paced world, support teams face plenty of challenges. And that means that a significant part of what they do is hire and train customer support teams as small as four or five agents and as large as 500.

AI 52

AI Innovation Technology Technology 52

Intercom, Inc.

AUGUST 18, 2022

When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. How would she provide the right technical direction for the company? Today’s guest has been through just that.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Steven Van Belleghem

MARCH 10, 2022

But I’ll let you listen to the podcast episode to hear more about that: Today, Ron is one of the driving forces behind Enjoy, a fantastic Smart Last Mile™ solution with a network of Mobile Stores. In fact, in the old world, marketing budget was spent to make sure that the customer would come to you.

E-commerce 104

E-commerce Retail NPS Manufacturing 104

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Steven Van Belleghem

FEBRUARY 7, 2021

This is one of the biggest pitfalls for organizations: I’ve seen too many of them develop this huge idea and strategy around customer experience. What I always tell the organizations that come to me for help, is to make a list of many small improvements that they can solve for their customers. Did I blame this friendly employee?

Customer Experience 98

Customer Experience Net Promoter Score Gaming NPS 98

Steven Van Belleghem

DECEMBER 6, 2020

Every company is an entertainment company. Further down the line, every company will become an entertainment company. According to Harvard Business Review, “When companies connect with customers’ emotions, the payoff can be huge.” E(verywhere)-Commerce.

E-commerce 98

E-commerce Customer Experience Social Media Entertainment 98

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. When should you empower and coach your team vs give them specific instructions on what needs to be done? What does good, actionable feedback look like?

Engineering 118

Engineering Gaming 118

Intercom, Inc.

AUGUST 15, 2018

I hosted Nick on the podcast, where we discussed the differences between management and leadership, fostering diversity in tech, and more. I hosted Nick on the podcast, where we discussed the differences between management and leadership, fostering diversity in tech, and more. Short on time?

Engineering 141

Engineering Gaming Start-ups Machine Learning 141

Intercom

AUGUST 12, 2021

Few people are better advocates for a unified view of the customer experience than Dan O’Connell. In this episode, Bobby Stapleton , our own Director of Customer Support, sat down with Dan to talk about delivering an integrated customer experience and how that can transform customer support from a cost center into a profit one.

Start-ups 111

Start-ups AI Omnichannel Sales 111

Customer Bliss

JUNE 27, 2017

Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. She’d only been in that about four months (she’s been at the company five years) when we taped this episode, but within the first four months, her action plan is already humming. Episode Overview. About Alice.

Retail 0

Retail Customer Experience Government Start-ups 0

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom, Inc.

AUGUST 6, 2020

Prashanth believes that through their work connecting technologists, developers and programmers they are helping write the script of the future. As a company like Stack Overflow grows it’s important to make sure you continue to build with your community and not for it. Can you give us a brief overview of your background?

Engineering 143

Engineering Government Technology Technology 143

Intercom, Inc.

OCTOBER 29, 2020

Here are a few quick takeaways: Focus on your customers. Don’t just listen to what they say – watch what they do, understand their world and their challenges, and consider how your product integrates and fits in with everything else happening in their lives. Make it easy for customers to talk to you, and vice versa.

Start-ups 209

Start-ups Sports Engineering Artificial Intelligence 209

Intercom, Inc.

MAY 28, 2020

Aircall, “ the phone system for modern business ,” goes far beyond the call centers of old by playing well with third-party integrations that allow companies to do everything from viewing customers’ history and call transcripts in their CRM to making or receiving calls directly within Intercom Messenger. Short on time?

Government 186

Government Start-ups CRM Sales 186

Intercom, Inc.

OCTOBER 31, 2019

Tim has spent his entire professional career focusing on productivity, from Sybase to TLA-Tencor to Facebook where, over his six-year tenure (2010 – 2016), the amount of revenue per employee doubled to $1.8 If you enjoy our conversation, check out more episodes of our podcast. the next morning. million apiece. Short on time?

Start-ups 169

Start-ups Technology Technology AI 169

SugarCRM

MAY 6, 2024

On this episode of the Fuel Growth podcast series, my co-host Lizzy and I were privileged to meet with Javier Castillo, CEO of Empresas ADOC , a leading Central American footwear and apparel company. Those kinds of things have helped us a lot to really get to know our customers and really be able to take care of them.

Omnichannel 26

Omnichannel Net Promoter Score E-commerce CRM 26

Intercom, Inc.

SEPTEMBER 6, 2018

As a human being, storytelling is one of the most powerful tools in your arsenal. If you’d prefer to listen, rather than watch or read, we’ve also released my talk as a special episode of our podcast. You can subscribe on iTunes , stream on Spotify or grab the RSS feed in your player of choice. The power of a good story.

Construction 151

Construction Start-ups 151

Intercom, Inc.

JANUARY 24, 2019

Transitioning into an effective marketplace required keen attention to the evolving needs of their customers – who wanted to connect to third-party partners. Customer nurturing now starts from the first touch, and AI can help with that. Customer nurturing now starts from the first touch, and AI can help with that.

Machine Learning 151

Machine Learning AI Innovation Start-ups 151

Intercom, Inc.

FEBRUARY 18, 2021

How can you serve the customer better? When it comes to being a good ally in the workplace , don’t just wait for people to tell you all about their troubles – educate yourself on your privilege and find out ways in which you can support them. You can subscribe on iTunes , stream on Spotify or grab the RSS feed in your player of choice.

Start-ups 118

Start-ups Education Engineering Sales 118

Intercom, Inc.

JANUARY 9, 2020

A few years ago, he joined Intercom co-founder Des Traynor on this podcast and set out the vision behind Center Centre. A few years ago, he joined Intercom co-founder Des Traynor on this podcast and set out the vision behind Center Centre. If you enjoy our conversation, check out more episodes of our podcast. Short on time?

Start-ups 165

Start-ups Sports Finance Education 165

Intercom, Inc.

FEBRUARY 25, 2019

The transcript of the talk is published below, and you can also listen on our podcast or watch my talk here. When you hear these stories, you’ll see yourselves in them, you’ll see your company in them, and you might just think: “Wow, that’s us. The swing of the pendulum. We do that.”

Engineering 160

Engineering Start-ups Construction Sales 160

1 to 1

MAY 3, 2013

Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Customer Strategy Trends. Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Employee Engagement. Voice Of The Customer. 1to1 Videos & Podcasts.

Social Media 37

Social Media CRM Healthcare Voice of the Customer 37

Intercom, Inc.

MAY 21, 2020

The first is routing: directing a customer’s question to the right team. Next is assisting: gathering information from a customer so a human support agent has everything they need by the time they’re stepping in to help. You wouldn’t want to deploy automation for a customer who has specifically requested a human touch, for example.

Start-ups 221

Start-ups Gaming Machine Learning Technology 221

Intercom, Inc.

OCTOBER 24, 2019

“Although a community feels magical, when it shows up in your life, it doesn’t come together by magic.” As one of the first 10 employees at Instagram, Bailey was wowed by the generosity and kindness that led early users to from Instameets around shared interests and hobbies. Get to know your biggest fans. Short on time?

Start-ups 116

Start-ups Engineering Sports Social Media 116

Customer Bliss

SEPTEMBER 14, 2017

I’m up to Episode 68 on my customer experience podcast , and while I’ve shared lessons from my guests in the past , I haven’t done it recently. 50 and see what items I could pull together that may be of value to you or your career. Growing Your Customer Base. The Initial Mission And Challenges.

Non-Profits 61

Non-Profits Start-ups Customer Acquisition Government 61

ProProfs

SEPTEMBER 23, 2021

Systematic employee training programs can improve efficiency & productivity and prepare a workforce for the present and future market competition. Despite the difference in the size of manpower, resources, and scale of operations, small businesses have the same employee learning and development needs as their bigger counterparts.

Compliance 52

Compliance Start-ups Artificial Intelligence Gaming 52