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.

APRIL 28, 2022

The idea behind the funnel is quite simple – marketers craft campaigns to capture potential customers’ attention and slowly nurture them until they are ready to be handed off to the sales team, which guides them through the purchasing stage until they become paying customers and, hopefully, loyal advocates. Short on time?

CRM 118

CRM Start-ups Sales Customer Journey Map 118

PeopleMetrics

APRIL 3, 2015

In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing change. Balance the customer feedback. Share early successes, and develop a regular feedback rhythm. Put customer feedback on every agenda.

Customer Experience 102

Customer Experience Voice of the Customer Customer Feedback Customer Experience Management 102

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. Four years later, and as the company moves decidedly upmarket with their customer base, it’s adapting its sales cycles to cater for bigger clients.

Finance 162

Finance Engineering Sales B2C 162

Customer Bliss

JANUARY 25, 2018

Is your company customer obsessed? Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Clarifying the Customer Experience to be Customer Obsessed.

Pharmaceutical 70

Pharmaceutical CX VOC Start-ups 70

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. Listen below and tell me what you think. IS NPS A DRIVER OF REVENUE?

NPS 40

NPS Net Promoter Score CX Close the Loop 40

Intercom, Inc.

FEBRUARY 7, 2019

He joined me for a conversation that ranged from how to identify your simplest thesis to why a long stealth mode was important to Coda. He joined me for a conversation that ranged from how to identify your simplest thesis to why a long stealth mode was important to Coda. Short on time? Timing has been everything from Coda.

Start-ups 171

Start-ups Engineering Real Estate Retail 171

Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. Within a matter of months, AI has evolved from automating simple tasks like routing the right thing to the right person, to offering accurate, conversational responses upfront to a variety of customer queries.

AI 59

AI Start-ups Education Customer Service 59

Intercom, Inc.

FEBRUARY 6, 2020

Today Udemy for Business boasts 80% of the Fortune 100 – the top 100 largest US companies by revenue – as customers. Today Udemy for Business boasts 80% of the Fortune 100 – the top 100 largest US companies by revenue – as customers. At the helm of Udemy for Business’ customer acquisition machine is their VP of Marketing Yvonne Chen.

B2B 243

B2B B2C Start-ups Sales 243

Intercom, Inc.

AUGUST 6, 2020

With such a big community it’s important to balance the needs of the product with those who use it. As a company like Stack Overflow grows it’s important to make sure you continue to build with your community and not for it. If you enjoy the conversation, check out more episodes of our podcast.

Engineering 143

Engineering Government Technology Technology 143

Intercom, Inc.

OCTOBER 15, 2020

This week’s guest is no stranger to this podcast in fact, today’s episode will be his third time appearing as a profiled guest with us. Our previous conversations with Bob have covered how to unpack customer motivations and the Jobs-To-Be-Done framework (of which he was one of the principal architects). From patriot to Pokemon.

Sales 265

Sales Start-ups Engineering Education 265

Intercom, Inc.

OCTOBER 17, 2019

In that talk, he explored the notion that there’s actually a third component in this equation – and that it’s equally as important as output and outcome. You can listen to our full conversation above, or read a transcript of our conversation below. Paul, could you talk to our listeners about what’s going on here?

Sales 119

Sales Engineering Start-ups Data Entry 119

Experience Investigators

JANUARY 10, 2023

Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Overall, customer experience is no longer just talk at your organization. What did that plan look like?

Customer Journey Map 52

Customer Journey Map Customer Experience Close the Loop CX 52

Intercom, Inc.

MAY 12, 2020

There’s only really one way to develop product judgment and that’s through direct interaction with your customers. There’s only really one way to develop product judgment and that’s through direct interaction with your customers. If you enjoy our discussion, check out more episodes of our podcast.

Start-ups 173

Start-ups B2B Legal Innovation 173

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). At the same time, NPS is often a subject of critics and misunderstanding.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Intercom, Inc.

JUNE 27, 2019

You can listen to our full conversation above, or read some highlights of our conversation below. You can listen to our full conversation above, or read some highlights of our conversation below. But generally it’s the designers giving peer feedback or manager feedback on work. Devising the Product Forum.

Engineering 172

Engineering Start-ups Construction Gaming 172

PeopleMetrics

JANUARY 28, 2021

3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. Watch on YouTube. ? ? ?. TRANSCRIPT: [GRAPHIC: "Coming Up."]. Sean McDade: I just want to thank every employee who's ever partnered with me at PeopleMetrics and every client. It's been my greatest privilege. It's been 20 years, I never could have imagined it.

CX 62

CX Pharmaceutical Start-ups Text Analytics 62

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.

SEPTEMBER 6, 2018

If you’d prefer to listen, rather than watch or read, we’ve also released my talk as a special episode of our podcast. As a human being, storytelling is one of the most powerful tools in your arsenal. Check out the video or read the lightly edited transcript below. The power of a good story.

Construction 151

Construction Start-ups 151

Intercom, Inc.

MARCH 26, 2020

In this episode, we hear from: Ruairí Galavan , Senior Manager of Customer Engagement : Based in our Dublin office after working remotely for four years in Berlin. Jade Shearstone , R&D Operations Manager : Now in our London office after working in Customer Support while traveling the world. C larify ambiguity. E xpress themselves.

Start-ups 171

Start-ups Education Sales 171

Intercom, Inc.

FEBRUARY 11, 2021

On the other, no customer will sign up for a product if there isn’t a solid foundation on which to innovate on. In the race for market share, startups try to close the gaps on the incumbent companies, while these try to build new, differentiator features. If you enjoy our discussion, check out more episodes of our podcast.

Innovation 129

Innovation Start-ups B2B Engineering 129

Intercom, Inc.

MARCH 1, 2018

In his recent post “Subverted Design” , GitHub Senior Product Designer Joel Califa reminds us that if we gear too far to toward the latter, we can lose sight of our all-important users in the process. If you enjoy the conversation, check out more episodes of our podcast. What follows is a lightly edited transcript of our chat.

Start-ups 209

Start-ups Engineering Government 209

Intercom

DECEMBER 14, 2023

Our traditional end-of-year compilation is back, featuring highlights from a year of great conversations on the Inside Intercom podcast. That transformative power is most evident in the customer service space. When ChatGPT made its grand entrance, it shook the entire tech industry to its core. I’m Liam Geraghty.

AI 98

AI Start-ups Legal Technology 98

Intercom, Inc.

JANUARY 28, 2021

Feedback can’t just be incorporated every election cycle. Feedback can’t just be incorporated every election cycle. Real-time feedback loops are crucial to make a timely difference in people’s lives. Government services shouldn’t be renowned for their endless queues, confusing forms, and excessive bureaucracy.

Government 249

Government Start-ups Innovation Technology 249