Intercom, Inc.

JUNE 9, 2022

And while they may be talking about different tenets and teams, it all stems from the same goal – going back to the building blocks that allow us to better solve problems for our customers. By keeping it simple, we’re choosing to be technically conservative to focus on delivering solutions to our customers as fast as possible.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Beyond Philosophy

NOVEMBER 16, 2023

2: Referral Programs Much like an affiliated marketing scheme, a referral program incentivizes your customers to refer their friends and family to use you. The idea is that you leverage the credibility that your brand receives as a result of your customers’ recommendations to people they know. John is up for it, though.

Sales 78

Sales Social Media Education Sports 78

Experience Investigators

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

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

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week. – Jeremy Uteza. B2B is interesting.

Finance 84

Finance B2B Education Sales 84

Beyond Philosophy

AUGUST 17, 2023

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well.

Hospitality 78

Hospitality Hospitality AI Technology 78

Intercom, Inc.

DECEMBER 20, 2022

Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences. Yamini Rangan , CEO at Hubspot.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Customer Bliss

JANUARY 28, 2021

Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently. Donald was a guest on the live-streaming video version of my podcast ( click here to view it on LinkedIn ). The 2020 U.S.

CX 101

CX Touchpoint Engineering Technology 101

Zendesk

DECEMBER 28, 2020

Join us for the Sit Down Startup podcast, where we sit down (virtually) for casual, coffeehouse conversations with startup founders, CEOs, and CX leaders. Subscribe now via Spotify , Apple Podcasts or Google Podcasts. For example, a customer service team may need to learn the details of a new pricing promotion.

Manufacturing 52

Manufacturing Engineering Retail Education 52

Beyond Philosophy

APRIL 23, 2020

We discussed the significance of the Endowment Effect in a recent podcast. The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation.

Retail 179

Retail Business Growth CX Sales 179

Intercom, Inc.

MAY 8, 2019

We specifically wanted to pick her brain all about customer acquisition : just how does HubSpot do it, and what marketing tactics do they deploy? This is episode nine of Scale , a brand new podcast series on moving from startup to scale up. This is episode nine of Scale , a brand new podcast series on moving from startup to scale up.

Customer Acquisition 116

Customer Acquisition E-commerce Start-ups Gaming 116

Beyond Philosophy

OCTOBER 25, 2019

was our guest on a recent podcast to talk about the secret to Airbnb’s success. was our guest on a recent podcast to talk about the secret to Airbnb’s success. As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers.

Hospitality 104

Hospitality Hospitality Technology Technology 104

Execs In The Know

MAY 21, 2021

May 21, 2021 — Global customer experience (CX) industry leader Execs In The Know is pleased to share the news that its private, online community, Know It All (KIA), has surpassed the 500 member mark, strengthening its position as the world’s leading purpose-built community for CX leaders. SCOTTSDALE, Ariz.,

CX 52

CX Innovation Sales Customer Experience 52

Intercom, Inc.

APRIL 1, 2021

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. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Intercom, Inc.

OCTOBER 5, 2018

Customer retention is the silent killer of SaaS businesses today. Even if you are acquiring customers for $10, if they only stick around for a month or two, you won’t build a lasting business. What is customer retention? Why customer retention is important. How to understand customer retention.

Customer Retention 199

Customer Retention Education Start-ups Customer Loyalty 199

Beyond Philosophy

JUNE 18, 2021

There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.” We discussed the tactics and pitfalls of pricing strategy in a recent podcast. What tactics do you use in your pricing strategy?

Retail 88

Retail Sales Manufacturing CX 88

Zendesk

APRIL 18, 2023

Customer journey mapping is a simple yet powerful way to gain those insights. A customer journey map frames customer behavior as a story, providing a visual overview of the experiences consumers go through when interacting with a company. What is a customer journey map?

Customer Journey Map 98

Customer Journey Map Social Media Touchpoint Sales 98

Intercom, Inc.

DECEMBER 12, 2019

Many of Vidyard’s free users saw a need for greater functionality and decided to become paying customers. This is Season Two of Scale , Intercom’s podcast series on moving from startup to scale-up. If you use SalesHub, MarketingHub, or ServiceHub today, they have video functionality that’s powered by us.”.

Sales 169

Sales Start-ups Customer Acquisition Compliance 169

SugarCRM

JANUARY 23, 2024

On this episode of the Fuel Growth podcast series, my co-host Lizzy and I got to sit down with Scott Hebert , Chief Revenue Officer of SYSPRO Americas. With over 25 years of experience in his profession, Scott brings in-depth experience on how to build a sales-led culture with successful sales strategies.

Sales 26

Sales CRM Construction Manufacturing 26

Customer Bliss

MAY 3, 2016

In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience. Improving the partner and customer experience. Episode Overview.

Customer Experience 74

Customer Experience 74

Intercom, Inc.

AUGUST 18, 2022

Sarah Dayan is a staff engineer at Algolia , a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API, and the host of two tech podcasts: Developer Experience and Entre Devs. If you enjoy our discussion, check out more episodes of our podcast.

Engineering 204

Engineering Start-ups Machine Learning Education 204

ProProfs

FEBRUARY 15, 2022

This post looks at 10 such eLearning development companies that you can partner with to strengthen and transform your online learning experience. 40 Years of Experience. Custom Training & Learning Solutions. Nearly Two Decades of Experience. Custom eLearning. Collaborative Authoring. Awesome Support.

Non-Profits 52

Non-Profits Start-ups Innovation Artificial Intelligence 52

Customer Bliss

FEBRUARY 23, 2017

I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. Sometimes, though, a micro-case study in customer experience drops right into my lap. We use it on this blog and on my podcast too. Amazing customer experience.

Social Media 40

Social Media CX Engineering Customer Experience 40

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

FEBRUARY 14, 2017

I’m always talking to people in customer experience roles about the importance of executive buy-in. Now everyone is ideally on the same page, and making decisions that benefit a customer-driven growth engine. In this Blake Morgan article on Forbes entitled “Customer Experience: Why Now?”

CX 55

CX Engineering Customer Experience Management Customer Experience 55

Steven Van Belleghem

DECEMBER 6, 2020

According to Harvard Business Review, “When companies connect with customers’ emotions, the payoff can be huge.” According to Harvard Business Review, “When companies connect with customers’ emotions, the payoff can be huge.” E(verywhere)-Commerce. A long time ago, we had to ‘go to a place’ to shop. The rise of emotive technology.

E-commerce 98

E-commerce Customer Experience Social Media Entertainment 98

SugarCRM

MAY 24, 2022

Tactics like regular collaboration and marketing automation can help. In the past, regular collaboration meant recurring meetings. And while full team-to-team collaboration is beneficial, the most critical connections are among leaders. Case studies from current, satisfied customers to help support new deals. But does it?

Sales 26

Sales CRM Start-ups Customer Relationship Management 26

Intercom, Inc.

DECEMBER 21, 2021

Throughout the year, we’ve talked to business leaders, experts, and pioneers about all kinds of topics: from creating world-class customer experiences to the challenges of running a business during the pandemic, from being an ally and addressing gaps in diversity to building technical leadership careers. And what a year it has been!

Engineering 118

Engineering Government B2C Start-ups 118

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Hospitality 71

Hospitality Hospitality Actionable Insights Artificial Intelligence 71

Intercom, Inc.

MARCH 15, 2018

I hosted Will on our podcast, where we talked about how he keeps his team innovating, hiring generalists vs. specialists, managing in a high growth environment and more. If you enjoy the conversation, check out more episodes of our podcast. That was just a transformational experience. One of the blog posts was about this Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Intercom, Inc.

JULY 18, 2019

A joyful, transparent development experience. As we keep building out our own platform so teams can customize Intercom for their own needs, we’ve loved getting to know the great group of developers and partners building apps for our customers and for themselves. So what’s the key to having happy developers? Short on time?

Start-ups 110

Start-ups Innovation Technology Technology 110

Intercom, Inc.

FEBRUARY 7, 2019

Coda’s purpose: prove that docs can be as powerful as apps – and provide an elegant solution to the problems of 2020, not 1980. Coda’s purpose: prove that docs can be as powerful as apps – and provide an elegant solution to the problems of 2020, not 1980. If you enjoy our conversation, check out more episodes of our podcast.

Start-ups 171

Start-ups Engineering Real Estate Retail 171

Customer Bliss

MAY 31, 2016

Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . About Curtis . It’s not just a Kumbaya circle.

Customer Experience 63

Customer Experience Innovation Customer Feedback Customer Service 63

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee. Great support is key for retention.

B2C 118

B2C B2B Social Media Start-ups 118

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How much authority will the Customer Experience function be granted?".

CX 208

CX Start-ups Finance Engineering 208

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. She then became Head of Global Patient Experience for Abbvie. I thought that would be interesting to discuss in a podcast. Carol Pudnos is one of those. About Carol.

Start-ups 56

Start-ups Customer Experience Customer Service 56