Beyond Philosophy

APRIL 4, 2024

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: I have been ghosted. It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return. However, ghosting happens in other arenas, too.

Social Media 60

Social Media Sales Technology Technology 60

Intercom

FEBRUARY 22, 2024

In the latest episode of The Ticket podcast, Declan Ivory , our VP of Customer Support, and Bobby Stapleton , our Director of Human Support, unpack a lot of the implications of this new reality. They are now handling more complex and challenging issues, requiring stronger troubleshooting skills and subject matter expertise.

AI 52

AI Customer Service Technology Technology 52

Intercom, Inc.

JULY 2, 2020

In the return of the Scale podcast, Pam details her support philosophy and the investments she’s making to drive better customer outcomes, for the long term. This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Listen to the full episode above or get Pam’s key takeaways below.

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Intercom, Inc.

JULY 18, 2022

Our Co-founder and Chief Strategy Officer Des Traynor joins the 20VC podcast for a fascinating conversation with host Harry Stebbings. “I think being being first doesn’t matter. .” “I think being being first doesn’t matter. Give it a year and everyone’ll have it if it makes sense.

Start-ups 118

Start-ups 118

Zendesk

JUNE 14, 2023

No matter which industry you’re in, your business will always face competition for customers—and when market forces turn into headwinds, keeping your most valuable assets can be especially challenging. That’s why embracing a customer-first strategy is essential. Customers respect transparency and even brutal honesty when needed,” he said.

Customer Feedback 52

Customer Feedback AI Technology Technology 52

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, Bell tells us why truth is vital to trust. My friend Chip R.

Customer Experience 109

Customer Experience Sports CX Technology 109

Customer Bliss

FEBRUARY 18, 2022

Over the last two years, I’ve had the pleasure of interviewing many of the people on the list, so I’ve pulled out some of my favorite highlights from our conversations that look to the future of experience leadership. It doesn’t matter how big or small,” says Shep Hyken. Know Your Guardrails. What’s next?

CX 114

CX Customer Experience Non-Profits Start-ups 114

Intercom, Inc.

APRIL 6, 2020

It’s available as a video (embedded below), podcast or article , so you can consume it in whatever format works best for you. The medium matters. With so many of us looking for positive outlets for our increased time at home at the moment, we hope these articles can be helpful again. People before product and profit. Sorry Slack.

Engineering 181

Engineering Entertainment 181

Beyond Philosophy

APRIL 28, 2022

On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. In another podcast, we discussed Fernando’s problem regarding distinguishing a commodity from the others in the field. From a marketing standpoint, perceived value is the only value that matters ever.

B2B 88

B2B Retail Manufacturing Engineering 88

Execs In The Know

APRIL 5, 2024

Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations. “You can listen to conversations, but you can also tell by a customer’s behavior,” says Graham.

Contact Center 52

Contact Center AI Social Media CX 52

InteractionMetrics

JANUARY 26, 2024

In this episode of the podcast Distribution Talk , Jason Bader has a far-reaching conversation with Martha Brooke. Highlights from the Conversation: This interview has been edited for length and clarity. Case Study Explored: Martha and Jason dissect a distribution company that sought to improve its inside sales customer service.

Customer Service 52

Customer Service Gaming Start-ups Customer Experience 52

Zendesk

MAY 25, 2022

Meeting great people, connecting with them, diving deeper into the conversation, and feeling like you’re a part of the in-group—these things make you enjoy your job more and can even give you a sense of purpose or belonging. Best-selling author, podcast host, and influencer Colin Shaw is also worth following.

CX 98

CX Social Media Start-ups Sports 98

Beyond Philosophy

FEBRUARY 8, 2019

–more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience. As a guest on our recent podcast, she spoke about how retailers are winning in today’s hypercompetitive retail market. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Retail 116

Retail Customer Loyalty CX Customer Experience 116

Beyond Philosophy

OCTOBER 25, 2018

Creating and sustaining a customer-centric culture was the subject of a recent podcast. Hear the rest of the conversation on “ Creating and Sustaining a Customer-centric Culture” on The Intuitive Customer Podcast. billion reasons Customer-centricity matters. But what is customer-centricity and how do you do it?

Customer Experience 245

Customer Experience Customer Service 245

Beyond Philosophy

JULY 27, 2023

We are discussing authenticity here because one of our podcast listeners asked us to discuss it. Then again, if it felt authentic to the attendees, does it matter if it was? They matter a lot for certain things, and for others, they’ll matter less. Authenticity is an essential part of an experience.

Business Growth 78

Business Growth AI Start-ups 78

Uniphore

OCTOBER 4, 2021

Delivering on and exceeding expectations relies on innovation , deploying technologies like conversational AI and training your agents to become the customer service heroes they’re meant to be. This means modern businesses should not only keep customers happy but also exceed their expectations. That’s what brings customers in.” “The

Customer Service 100

Customer Service AI Innovation Technology 100

Intercom, Inc.

NOVEMBER 18, 2020

On the podcast, Dee Reddy talks to Vend founder Vaughan Fergusson , sustainable lifestyle retailer Sheelin Conlon ( The Kind ) and Mixtiles ‘s Ori Singer. This week, we’re looking at the tools and infrastructure needed to facilitate the move Online. If you build it, they will shop. They’re the majority of transactions.”.

Retail 239

Retail E-commerce Innovation Customer Expectations 239

Beyond Philosophy

FEBRUARY 19, 2019

It was not a fruitful conversation; they were in denial. We hosted a special guest Professor Barbara Kahn from the Wharton School at the University of Pennsylvania on our recent podcast. Professor Kahn co-hosts a weekly program on Sirius XM Channel 132 called “Marketing Matters.” Streaming is never going to catch on.”.

Retail 142

Retail Customer Experience CX 142

Uniphore

SEPTEMBER 7, 2021

Keep connected with Conversations that Matter at Apple Podcasts , Spotify , or www.uniphore.com. A customer-first approach is rising in popularity across all industries including insurance. Deploy the right digital solution. Customer service lies at the heart of everything that we do,” Dipu explains.

CX 100

CX Innovation AI Engineering 100

Beyond Philosophy

JANUARY 2, 2019

On my recent podcast , I shared the following seven issues that are causing this situation. You have to know what matters most to customers so you can fix the right stuff. You have to know what matters most to customers so you can fix the right stuff. However, if that happens, I worry Customer Experience as a movement will die.

Net Promoter Score 156

Net Promoter Score Customer Experience CX Hospitality 156

Intercom

NOVEMBER 16, 2023

If you enjoy our discussion, check out more episodes of our podcast. You can follow on Apple Podcasts , Spotify , YouTube or grab the RSS feed in your player of choice. It’s really nice to have a good conversation. But not all is lost – today’s guest shares her thoughts on how to get it back up. But what sets them apart?

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Experience Investigators

MAY 7, 2024

Think of AI as a powerful tool that frees up your time so you can focus on where it matters. Brand Monitoring : Monitor for brand mentions and conversations across social media channels and online communities. Create Support Content : Aggregate customer support conversations and how-to resources to create new customer help guides.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

Intercom, Inc.

DECEMBER 1, 2021

To do this effectively, it’s important to remember that every customer interaction matters when closing a deal. Study any sales coaching blog, podcast, or book and you’ll find plenty of advice on the best ways to coach your sales reps: join their calls, listen to recordings, apply a framework … the list goes on. E nable with tools.

Sales 118

Sales CRM Construction Start-ups 118

Beyond Philosophy

OCTOBER 4, 2018

No matter what my mum told me, I am not unique. We discussed how the time of day that the experience occurs affects Customer Experience on our recent podcast. Hear the rest of the conversation on “ How Does Time of Day Affect How Much We Sell?” on The Intuitive Customer Podcast. For example. I am a morning person.

Sports 141

Sports Government CRM Customer Experience 141

Beyond Philosophy

JANUARY 10, 2019

We discussed how our mental accounting affects our behavior as customers in our recent podcast. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? Give it to charity? Not a chance. I bought a fancy new fishing reel that I had my eye on but previously had felt was too expensive.

Customer Experience 127

Customer Experience Entertainment CX 127

Beyond Philosophy

JULY 24, 2019

We discussed Facebook on a recent podcast and the implications of privacy violations for their users. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. That is where I sit.

Non-Profits 139

Non-Profits Government Machine Learning AI 139

Beyond Philosophy

FEBRUARY 19, 2022

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. One of the overarching principles that guide your behavior when engaging with senior executives is to remember what matters to them most. A lot of the behavioral sciences can feel intimidating.

Management Consulting 78

Management Consulting Customer Experience CX 78

VOZIQ

NOVEMBER 20, 2023

With the latest iteration of ChatGPT4 that can analyze and classify images, contact centers can automate more and more conversations. For instance, imagine a customer uploads an image of a defective product on social media. November is here, and it’s time for charting the course of goal setting and strategic planning for 2024.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

Beyond Philosophy

JANUARY 13, 2022

This topic came up on a recent podcast. Sometimes, Robert says, no matter how much time, effort, and investment you put into improving the customer relationship, it remains dismal from both perspectives. There is a process, and today we will look at when and how you should sack a customer. . But there are limits. Who Should Decide?

Customer Relationship 78

Customer Relationship Contact Center Start-ups Sales 78

Intercom, Inc.

JULY 29, 2021

Here are some of our favorite takeaways from the conversation. The second and third iteration of our onboarding is much more about conversation rooms. We’ve gathered a list of articles, videos, and podcasts you can check out: Planning for hypergrowth in EMEA with Mark Rudden of Browserstack. Onboarding, but make it remote.

Sales 223

Sales Start-ups Engineering Finance 223

Execs In The Know

JUNE 15, 2021

Leading with Impact goes beyond the boardroom with the goal of projecting time, resources, and attention to the issues that matter most to our community members, as well as their friends, family, and colleagues. PHOENIX, Ariz., The initiative is called Leading with Impact. Learn more: Mental Health Awareness. About Execs In The Know.

CX 81

CX Education Innovation Customer Experience 81

Intercom, Inc.

JANUARY 14, 2021

If you’re short on time, here are some quick takeaways: Understanding how people differ and what matters to them helps you understand the different markets and tailor your approach to better suit each segment’s needs. Support tickets, chat threads, and conversations have plenty of information waiting to be distilled.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Steven Van Belleghem

MARCH 9, 2021

Users can listen in to conversations, interviews and discussions between interesting people on various topics – it is just like tuning in to a podcast but live and with an added layer of exclusivity. There are many interesting people on the platform, the threshold to join in a conversation is very low and the content is quite good.

Customer Experience 98

Customer Experience Event Planning Social Media 98

Intercom, Inc.

MAY 26, 2021

Thinking about the incredible people at Intercom, and how amazing the last five years have been, it’s pretty easy for me to talk to new hires about how optimistic we are about the future, and it’s really exciting to think what conversations with new hires will look like five years from now.” . Our values guide us .

Start-ups 138

Start-ups Engineering Sales Customer Feedback 138

Beyond Philosophy

MARCH 28, 2019

We discussed uncertainty in business and Customer Experience and how to cope with it in a recent podcast. A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time. Coping with Uncertainty in Business.

Gambling 143

Gambling Start-ups Education Customer Experience 143

Intercom, Inc.

FEBRUARY 25, 2021

At least, that’s Annette Franz ‘ s two cents on the matter. Here are some of our favourite takeaways from the conversation: 1. We’ve gathered a list of articles, videos and podcasts you can check out: Putting the “customer” in customer experience (and at the heart of your business), aka how to develop a customer-centric culture.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Beyond Philosophy

AUGUST 3, 2023

My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. Of course, my podcast colleague is an academic, so while he has never steered anyone wrong, he has a limited frame of reference for his counsel.

Sales 78

Sales Social Media Management Consulting Start-ups 78