Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. You matter. Do you honor your customers’ dignity?

Hospitality 101

Hospitality Hospitality Healthcare Start-ups 101

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. Luckily, though, there exist a host of organizations whose resources caught me up to speed in fairly short order. Read on to learn about (and bookmark!) CCNG does just that.

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Customer Bliss

JANUARY 13, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. What I call this is “one version of the truth.”

Start-ups 57

Start-ups Gaming CX 57

Zendesk

MARCH 1, 2021

These events have led organizations to gauge their effectiveness in creating safe, welcoming spaces for their employees and customers. That’s not just because adopting inclusive language is the right thing to do—it’s also because it makes sense for your business. You must also develop tactics to get your team to embrace it.

Start-ups 98

Start-ups Gambling Innovation Education 98

Lumoa

DECEMBER 18, 2017

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. State of CX - where are we going?

Text Analytics 109

Text Analytics Customer Experience Net Promoter Score Customer Journey Map 109

CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. If there's ever a " Would You Do That to Your Mother? What’s crazy to me is that we are all humans! (At

Customer Experience 60

Customer Experience 60

CX Journey

APRIL 17, 2019

In case you missed the first post in this series, you can find it here. If you recognize one, you've got to take corrective action immediately. If your listening program is failing, there are a tone of ideas here to consider to get it back on track. As part of the core program team, you don't want to hold onto this data.

VOC 54

VOC Close the Loop Touchpoint Social Media 54

Intercom, Inc.

DECEMBER 13, 2018

Facebook’s mission statement has been examined everywhere from college business case studies to the hallowed halls of the United States Congress. It’s easy to connect the dots between mission and product when you consider the social media behemoth’s more than 2 billion worldwide users. It’s important to find your niche.

Pharmaceutical 151

Pharmaceutical Start-ups Gaming Sales 151

Intercom

JUNE 15, 2023

We don’t usually consider healthcare providers as being in the customer service business – they’re providing medical treatment, after all, not answering questions about a software subscription or helping to sort out a banking query. Today’s guest, Jennifer FitzPatrick , calls for reimagining customer service in healthcare.

Healthcare 52

Healthcare Education Customer Service Hospitality 52

C3Centricity

MAY 25, 2020

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology!

Technology 77

Technology Technology Agriculture Retail 77

Customer Bliss

JANUARY 26, 2017

You bring in someone for 2-3 weeks of tons of work, and then at Month 6, they have very little to do — because you didn’t do “foresight” or “forecasting” on the hire; you just filled an immediate need. You’d almost hire off a platform. You are the one who knows your team.

Innovation 68

Innovation Customer Experience 68

CX Journey

MARCH 7, 2018

Without employees, you have no customer experience. There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them. They are the people who will drive innovation and move your business forward.”

Innovation 52

Innovation Customer Satisfaction Customer Experience Sales 52

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? If not, it’s time to get that done!

CX 36

CX Government Voice of the Employee Customer Experience 36

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! Is this your case? If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The Opportunity.

Manufacturing 82

Manufacturing Agriculture Retail Entertainment 82

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. As psychologist and author of Why Won’t You Apologize Dr. Harriet Lerner says: “Humans are hard-wired for defensiveness.

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

CX Journey

APRIL 17, 2019

In case you missed the first post in this series, you can find it here. If you recognize one, you've got to take corrective action immediately. If your listening program is failing, there are a tone of ideas here to consider to get it back on track. As part of the core program team, you don't want to hold onto this data.

VOC 32

VOC Close the Loop Touchpoint Social Media 32

ClientSuccess

OCTOBER 22, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Let’s get started!

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

CX Journey

MARCH 5, 2015

In it, I draw on personal experiences from my days in the C-suite and the boardrooms of my consulting clients to make the case that sacrifice is the surprising secret to successful long-term viability. You need a “to do” list. Your boss needs a “to do” list. So does the President of the United States. Do Less Better.

65

65

Intercom, Inc.

OCTOBER 31, 2019

The experience became the inspiration for his next act after Facebook: an intelligent calendar called Woven that can cut scheduling time in half. Tim joined me for a chat that ranged from how to balance human-computer interaction to how to define productivity in a knowledge-based economy. Tim Campos: Well, thank you for having me.

Start-ups 169

Start-ups Technology Technology AI 169

Intercom, Inc.

JULY 14, 2022

Regardless of the industry or the product you’re selling, the old sales playbook is falling short of customers’ expectations. For James Dyett , a customer-centric mindset shouldn’t just be the purview of post-sales departments. For James Dyett , a customer-centric mindset shouldn’t just be the purview of post-sales departments.

Sales 118

Sales Start-ups Innovation Technology 118

Intercom, Inc.

FEBRUARY 18, 2021

Last week, Intercom CEO Karen Peacock and our new CRO Leandra Fishman joined me for the inaugural event in a discussion series held by Inter-women – one of our internal community groups. But how can we use our position to empower co-workers and create a more inclusive, diverse, and engaging experience for everyone? Leadership journey.

Start-ups 118

Start-ups Education Engineering Sales 118

CX Accelerator

APRIL 30, 2018

Companies these days are fixated on Customer Experience. It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. After all, with long hours, demanding customers and complicated systems…how could things go wrong? ??

CX 140

CX Customer Journey Map Hospitality Hospitality 140

Intercom, Inc.

OCTOBER 29, 2020

In this very special episode of Inside Intercom, I sat down with Des, our co-founder and Chief Strategy Officer, for a wide-ranging conversation about our respective journeys so far, our thoughts on Intercom through the years, and what the future holds. Here are a few quick takeaways: Focus on your customers. Short on time?

Start-ups 209

Start-ups Sports Engineering Artificial Intelligence 209

ClearAction

JUNE 25, 2023

Overshadowing basic facts about customer experience are numerous myths. Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. Artificial intelligence (AI) is a top topic in customer experience management.

Artificial Intelligence 62

Artificial Intelligence CX CXM Data Mining 62

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Customer Bliss

OCTOBER 17, 2018

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience?

Start-ups 92

Start-ups Innovation CX Customer Experience 92

Comm100

APRIL 26, 2020

Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. In fact, according to Forrester , 72% of businesses say that improving the customer experience is their number one priority. What pulled you in and never let you go?

CX 52

CX Unstructured Data CXM Real Estate 52

Intercom, Inc.

MARCH 17, 2022

When people think about a product evangelist, they tend to think of someone who knows the product like the back of their hand, who sings its praises and leaves a trail of loyal fans anywhere they go. John isn’t your average product manager. Why does it matter for the business, for investors, for the community, or people on your team?

Start-ups 151

Start-ups E-commerce Gaming Sales 151

Intercom, Inc.

OCTOBER 24, 2019

“Although a community feels magical, when it shows up in your life, it doesn’t come together by magic.” She joined us on Inside Intercom for a chat that ranged from how to find meaning and fulfillment to why community is something you build with – instead of for – people. Get to know your biggest fans.

Start-ups 116

Start-ups Engineering Sports Social Media 116

Qualtrics

FEBRUARY 26, 2019

But this approach is about more than just your financial bottom line, it can improve nearly every facet of your business, especially the Customer Experience. As the purveyor of all things data, they know how to incorporate insights and analysis in innovative ways to drive customer loyalty.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Intercom, Inc.

JANUARY 28, 2021

She ran for the United States House of Representatives from California’s 21st congressional district in 2014 and for Governor of California in 2018. Only then can you understand what an efficient service looks like. If you enjoy our discussion, check out more episodes of our podcast. Mistakes come with the territory.

Government 249

Government Start-ups Innovation Technology 249