Beyond Philosophy

MARCH 26, 2020

We talked about this in a recent podcast. In times of trouble, it is best to start a dialog with your customers. Communicating with your customers will not reduce the global uncertainty around the health crisis. Still, it will provide some small sense of certainty around how your organization will react to it.

Hospitality 139

Hospitality Hospitality Customer Experience 139

Beyond Philosophy

MARCH 10, 2020

Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. The danger with FAE is it leads to a total misinterpretation of customers.

Business Growth 179

Business Growth Customer Experience Start-ups Sales 179

Beyond Philosophy

JANUARY 19, 2022

We hosted an expert on a recent podcast to tell us how the metaverse will change brand marketing. AR enhances your physical world with a digital layer. If you consider Pine and Gilmore’s book The Experience Economy , the experience plunges customers into a different reality is quite a leap for the Customer Experience movement.

Real Estate 88

Real Estate Entertainment Gaming Technology 88

SugarCRM

OCTOBER 4, 2022

Customer-centricity means putting the customer first and at the center of everything that you do. We found out today with a very practical set of tips on how to build a product-led, customer-centric, and truly authentic company. Want to Hit Your Growth Targets? It All Starts with Putting The Customer First.

Customer Acquisition 49

Customer Acquisition Start-ups Innovation Customer-Centric Organization 49

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . What do you need before the Customer Journey Mapping workshop?

Customer Journey Map 59

Customer Journey Map Touchpoint VOC Start-ups 59

Beyond Philosophy

MAY 26, 2022

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. If a company wants to know how to win the hearts and minds of customers, they must first understand how customers feel and how they think.

Start-ups 78

Start-ups AI Customer Relationship CX 78

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

Intercom, Inc.

JANUARY 16, 2020

In fact this is his first podcast appearance, so we were delighted late last year when he agreed to join us in the studio. In our discussion we unpack what this means for them as a company and for their customers. We hear how sharing the pain that your customers experience is key to understanding it.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Great support is key for retention.

B2C 118

B2C B2B Social Media Start-ups 118

SugarCRM

OCTOBER 18, 2022

On this episode of the Fuel Growth podcast series, my co-host Clint and I got to sit down and speak with growth expert and multiple hat wearer Rachel Spasser. Rachel came on our podcast to talk about a topic that she, throughout her entire career, has been extremely passionate about—creating a culture of growth.

Start-ups 26

Start-ups Sales Gaming Voice of the Customer 26

Intercom

MARCH 23, 2023

In today’s highly competitive market, meeting customer expectations is no longer enough to stand out from the crowd. For CX expert Jon Picoult , if you’re aspiring to satisfy your customers, you’re aspiring to mediocrity. Investing in the customer experience has a tangible ROI. And that’s exactly what you want to do.

CX 59

CX Customer Experience Retail Start-ups 59

Comm100

SEPTEMBER 7, 2015

Anyone who has ever worked in customer service to any capacity has had an angry customer bark them down at one point or another. You know better than to fight back, because that could be very embarrassing for you and your company. But did you ever truly learn how to convert those angry complainers into happy, loyal customers?

Start-ups 57

Start-ups Customer Service 57

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Customer Experience 48

Customer Experience Gambling Social Media Close the Loop 48

ClearAction

AUGUST 23, 2008

When Customers Complain, Make Lemonade Lynn Hunsaker. Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. Strive to see the whole picture of the customers’ experience.

Voice of the Customer 62

Voice of the Customer Customer Retention Customer Experience Management Customer Feedback 62

Intercom, Inc.

NOVEMBER 21, 2019

One of our mantras here at Intercom is that customer retention is the new conversion. In an era when more and more businesses adopt a subscription model, strong customer retention is the key to sustainable long-term growth and requires a laser-like focus. . How Jobs-to-be-Done unlocks customer empathy.

Customer Retention 34

Customer Retention Customer Journey Map Start-ups Sales 34

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

Qualtrics

NOVEMBER 12, 2020

Erica Todd is a Customer Insights and Research Manager at CommSec. Our business as a whole is digital.We're continually thinking about how we engage with our customers in a digital way. One of the things that has shifted in the past six months from a customer research point of view is how we get feedback from our customers.

Innovation 26

Innovation Actionable Insights Start-ups Education 26

Intercom, Inc.

SEPTEMBER 22, 2022

At some point in their growth, businesses usually start investing in customer research. But the fact is that a large portion of the employees – developers, marketers, product managers (whose work depends on an intimate understanding of the customer) – rarely, if ever, interact with them. And for a while, that was the case for Michele.

Start-ups 138

Start-ups Invoicing Education Sales 138

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Agent Management Tips for International Call Centres.

Contact Center 226

Contact Center Mystery Shopping Customer Satisfaction AI 226

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? Lynn is the Chief Customer Officer of CX consultancy ClearAction. If you enjoy our discussion, check out more episodes of our podcast.

Innovation 52

Innovation CX Non-Profits AI 52

Intercom, Inc.

AUGUST 30, 2018

I hosted Kate and Vanessa on the podcast, where we talked about everything from scaling design teams to how to earn a seat at the decision-making table. If you enjoy the conversation, check out more episodes of our podcast. You can subscribe on iTunes , stream on Spotify or grab the RSS feed in your player of choice.

Start-ups 149

Start-ups Engineering 149

SugarCRM

FEBRUARY 6, 2024

We were extra excited to speak with Laci this week to understand more about how a customer-centric approach to growth is paramount to sales operations for organizations looking to create a well-oiled machine when it comes to their go-to-market (GTM) teams. Companies need to focus on every step by putting themselves in the customers’ shoes.

Sales 26

Sales Innovation Start-ups CRM 26

Customer Bliss

MAY 24, 2016

Episode 6 of The Human Duct Tape Show Podcast is with Alison Circle, who is the Chief Customer Experience Officer in another unexpected industry: the library System. Alison Circle, Chief Customer Experience Officer for Columbus Metropolitan Library (CML), has more than 25 years marketing experience. Episode Overview.

Start-ups 54

Start-ups Business Operations Innovation Customer Experience 54

Aquire

AUGUST 24, 2021

In this article, we’ll look at simple lead generation best practices you can implement right now to drive leads into your sales funnel and convert them into paying customers. Clearly define what a lead means to your business. Whatever your goal is, it’s important you define it up front. Let’s dive in.

Sales 52

Sales CRM Social Media Start-ups 52

Qualtrics

JANUARY 23, 2020

Here’s what to consider when designing and implementing your CSR program, plus some compelling facts to help you build the business case. For example, a bar or coffee shop that stops supplying plastic straws and single-use cutlery is sending a message to its customers about re-use and sustainability. A better customer experience.

Innovation 26

Innovation Start-ups Manufacturing Government 26

Intercom, Inc.

JANUARY 28, 2021

If you’re short on time, here are some quick takeaways: To make government work for people, Amanda and her team actually walk a mile in their shoes – from waiting on queues to filling out tax forms. If you enjoy our discussion, check out more episodes of our podcast. Welcome to our podcast. Amanda: That’s right.

Government 249

Government Start-ups Innovation Technology 249