Bill Quiseng

OCTOBER 18, 2023

When it comes to your customers and customer service, don’t just be good. You are happy because customers were satisfied with their purchase of your product or a resolution with your service. Your satisfied customers feel that their experience is good, not better, just average. Be GREAT out there!

CX 158

CX Customer Service Customer Satisfaction Customer Loyalty 158

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

B2B 111

B2B AI CX Customer Service 111

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. Consistently CARE (Communicate.

CX 97

CX CXM Customer Journey Map Education 97

Bill Quiseng

FEBRUARY 21, 2024

Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. And when you consistently deliver a little wow, you transform an average, satisfactory customer experience into a positively WOW Experience. Now you know why customers don’t seek B2B or B2C businesses.

CX 88

CX B2C Hospitality Hospitality 88

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

CX 97

CX CXM Customer Journey Map Sports 97

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Inside Customer Service

MAY 19, 2022

I was recharged and was amazingly productive for the rest of the day. How fatigue affects customer service Fatigue makes customer service difficult. How fatigue affects customer service Fatigue makes customer service difficult. Tired employees find it hard to build rapport with a customer. It's a struggle.

Social Media 130

Social Media Start-ups Customer Service 130

Bill Quiseng

MAY 17, 2023

Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.

NPS 88

NPS Customer Loyalty CX Customer Satisfaction 88

Execs In The Know

APRIL 9, 2024

Having spent the majority of my career in the customer care industry, I’ve had the opportunity to watch the continuous advancement of new and smarter technologies that improve contact center performance. Today’s customer care organizations continue to experience higher attrition rates than other industries.

Contact Center 52

Contact Center AI Technology Technology 52

Intercom, Inc.

MARCH 3, 2020

Instead of making you guess what we care about, we’ll just be open and tell you. “You might look at what’s below and feel intimidated, but this isn’t meant to be a checklist of all the things you need for us to hire you” Just like our products, our hiring process has a strong focus on conversational design.

Engineering 290

Engineering Gaming 290

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. QUI Takeaway: Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service.

Customer Loyalty 109

Customer Loyalty Touchpoint Customer Expectations CX 109

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Customer service excellence is not an attitude.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

Customer Think

JANUARY 6, 2023

Digital transformation is the strategic adoption of various digital technologies, used for improving processes, productivity, enhancing customer care, improving employee experience, managing business risks and helping control costs.

Retail 134

Retail Customer Experience Technology Technology 134

Intercom, Inc.

OCTOBER 26, 2021

It comes down to three things: We’re customer-first: We value positive customer experiences above all else. We’ll never subject our customers to sub-standard features or half-baked processes just to drive more revenue. Here’s what we look for in a salesperson: They respect the product. They’re resilient.

Sales 160

Sales Start-ups Touchpoint Education 160

Intercom, Inc.

SEPTEMBER 30, 2021

Rebecca has a background in astrophysics and computer science and spent many of her formative years looking at gamma-ray bursts and supernovas, but eventually, eager to get into software and product design, she moved to San Francisco. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Customer Service Life

FEBRUARY 29, 2024

In this article, I’ll share the key elements in effective one-on-one conversations that will help you truly invest in the quality, productivity and well-being of your contact center agents. As you reviewed a handful of customer interactions, discuss the things the agent did well as well as those things they need to improve.

Contact Center 88

Contact Center Gaming Customer Service 88

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Intercom, Inc.

JULY 13, 2021

The only thing harder than designing a product is designing your career. We’ve recently updated our product designer job levels to give our designers a map for advancing their careers at Intercom. Many competencies we care about weren’t documented. Performance reviews are more effective and focused on what we care about.

Scorecard 271

Scorecard Start-ups Engineering 271

Intercom, Inc.

SEPTEMBER 29, 2022

Our product principles are deeply embedded in Intercom’s culture. Over the years, they’ve helped us keep teams aligned, create products our customers love, and guide our decisions through every roadmap, every strategy meeting, and every onboarding.

Engineering 129

Engineering Start-ups 129

Bill Quiseng

NOVEMBER 6, 2021

When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. The good news is that your satisfied customers didn’t complain. The good news is that your satisfied customers didn’t complain. Care for them.

Customer Service 174

Customer Service Customer Experience 174

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 101

Customer Experience Start-ups Customer Feedback Sales 101

Steven Van Belleghem

APRIL 25, 2023

The average consumer buys about a lot of ‘routine’ products per month: like toilet paper, tooth paste or coffee filters. If we’re honest, most of us do not care about the brands of these ‘unsexy’ products. From product offerings to music and news: AI defines what we see and what we don’t see. Let me explain.

AI 133

AI Social Media Artificial Intelligence Engineering 133

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Customers, too, expect more and will put their money where their values are. Customers, too, expect more and will put their money where their values are.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 96

Customer Experience Net Promoter Score VOC Innovation 96

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. I think the more companies focus on customer care analytics over marketing analytics, the better. FACT: KPIs change, but one thing stays the same: customers hate hold time.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Intercom, Inc.

JULY 28, 2022

By the time he left to join Google Cloud as EMEA VP of Operations and Customer Growth, Salesforce had around 17 billion dollars in revenue and almost 50,000 employees. In today’s episode, we sat down with Sanj to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. The Secret Sauce for Increasing Customer Happiness. Develop a strong customer care strategy.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167

Bill Quiseng

JANUARY 11, 2023

Customers who are dissatisfied with your service rant about their no class experience to others. Customers who are satisfied with your service feel that their experience is good, not better, just average. And satisfied customers won’t come back when they find something better or less expensive. Serve to CARE.

Social Media 88

Social Media Customer Loyalty Customer Service Customer Experience 88

The Squawk Point

MARCH 22, 2024

Silo Thinking In every business, the work flows around the organisation something like this… Marketing specialists have an insight into what the customer wants. Research teams take that insight and develop a new product. Operations teams take the materials and produce products. Sales demonstrate the products to customers.

Start-ups 52

Start-ups Customer Feedback Sales 52

Intercom

FEBRUARY 29, 2024

It’s the world’s worst kept secret right now that the realm of customer experience is being completely transformed by AI – spanning customer support, success, and beyond. In customer-centric companies everywhere, strategies are being recalibrated, tactics switched up, and old playbooks thrown out the window.

AI 98

AI Customer Satisfaction Business Growth Start-ups 98

Intercom, Inc.

AUGUST 7, 2019

A great onboarding experience is one that proves to new users that your product will help them do the job that they want. Of course, many products have unavoidable complexity. That’s why all high stakes steps deserve care and thought, and possibly internal review and approval. Adopting a new product takes time and effort.

Start-ups 223

Start-ups Sales 223

Intercom, Inc.

MARCH 21, 2018

No matter how good your product is, if you can’t tell a cohesive, compelling story about it, you’re going to have a very hard time getting people’s attention when you actually do take it to market. Why are you building this product, and why does it matter? People don’t typically discover and buy a product just because of its features.

Start-ups 223

Start-ups Customer Satisfaction B2B Technology 223

Bill Quiseng

MARCH 24, 2022

“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Customers are paying for their experience, not your product or service. And customers seek the best emotional value for their experience, not your logical best price. Serve to CARE.

Customer Service 97

Customer Service 97

Intercom, Inc.

JULY 2, 2020

If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . In her own words , “When you take care of your customers, the revenue comes.”

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Intercom, Inc.

APRIL 7, 2020

As the coronavirus outbreak upends lives and businesses everywhere, support teams are increasingly the first place that customers turn to for guidance. Some of our own customers are experiencing up to 10 times the number of new chat conversations. Their SVP of Customer Experience Margaret K?dziora

B2C 217

B2C B2B Education Healthcare 217