Intercom, Inc.

SEPTEMBER 26, 2018

In the world of recurring revenue, SaaS companies realize they need engaged customers if they are to grow a healthy, sustainable business. This is where having a solid customer engagement strategy comes in. Nowadays, you have to win over your customers month after month just to keep the lights on. What is customer engagement?

Start-ups 202

Start-ups Customer Feedback Sales 202

Intercom, Inc.

JUNE 30, 2022

From dull subject lines to the wrong questions, from sending out questionnaires after the fact to sending them way too often, there is a lot that organizations have gotten wrong about how to design a survey. For years, people have been abusing surveys. Today’s guest is fighting to preserve the value of surveys in the face of all this misuse.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. It takes years to build, and therefore ranges from very weak to very strong. What exactly is it?

B2B 291

B2B Engineering Start-ups Transportation 291

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Every company has a culture, and it isn’t something you can directly build. A customer service culture is not about the specifics of individual customer interactions.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Intercom, Inc.

JUNE 26, 2019

Intercom has been holding events for years now, from large scale World Tours to more intimate Building Intercom events, with our founders, leaders and teammates delivering acclaimed talks on everything from building software to scaling your customer support team. Why are talks important? Talks serve many practical purposes.

Education 215

Education Start-ups Engineering 215

Customer Bliss

DECEMBER 15, 2015

After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience.

Touchpoint 63

Touchpoint Innovation Customer Experience 63

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Let’s continue.

AI 64

AI CX Customer Experience Artificial Intelligence 64

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. The importance of customer service for small businesses.

Customer Service 127

Customer Service VOC Start-ups NPS 127

Customer Bliss

DECEMBER 18, 2014

How your company takes action and how you stitch the actions together makes a huge difference for the front line. You need to know if there is a chasm in perception of commitment and action as you move forward in the customer experience work. Is it a Reliable Experience or Experience Breakdown?

Customer Relationship 58

Customer Relationship Customer Feedback Customer Experience 58

Intercom, Inc.

OCTOBER 13, 2022

Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. Now more than ever, businesses need to build strong, long-lasting relationships with their customers to thrive. The last year hasn’t been easy.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

SurveySensum

SEPTEMBER 28, 2023

Did you know that 96% of dissatisfied customers never return to a business they’ve had a negative customer service experience with? – Forbes That’s a staggering figure that underscores the immense significance of providing exceptional customer service.

Customer Service 52

Customer Service Customer Satisfaction Actionable Insights Customer Feedback 52

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

Lumoa

OCTOBER 7, 2021

Nobody likes a know-it-all, but, if we may, we would love to provide some specific definitions for you about digital experiences and their variants because it is valuable information to know. What is digital experience? So what is a digital experience anyways?

Machine Learning 83

Machine Learning Social Media Customer Feedback Technology 83

Qualtrics

SEPTEMBER 23, 2020

As consumer behavior zigzags in response to COVID-19, customer experience gaps have emerged more dramatically and rapidly than ever. With a quarantine-driven shift to digital and the sudden surge of calls to customer care centers, customer experience programs have not kept up. Originally published on Forbes.com.

CX 48

CX Net Promoter Score Social Media Technology 48

Intercom

AUGUST 4, 2021

In this post, we’ll cover everything you need to know to feel comfortable and prepared when interviewing for our Customer Support team. . In this post, we’ll cover everything you need to know to feel comfortable and prepared when interviewing for our Customer Support team. . The Customer Support interview process.

Engineering 119

Engineering Start-ups Education Innovation 119

Intercom

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Let’s dive in.

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Steven Van Belleghem

APRIL 20, 2021

Few companies are as obsessed by customer experience as Amazon. Why “it’s all about the long term” What it really means to be customer obsessed. It’s about how thinking long term and following your passions first can lead to not just profits, but a happy life for you, your employees, and customers.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Taylor Reach Group

APRIL 4, 2018

With Customer Experience being a crucial factor in business operations, comes the importance of ensuring high customer satisfaction (CSAT) levels. A high CSAT is a indicator of customer loyalty and repurchase intentions. This differentiator will reduce customer churn. Take Ownership. Make an emotional connection.

Customer Satisfaction 68

Customer Satisfaction Contact Center Business Operations Customer Loyalty 68

Qualtrics

DECEMBER 10, 2020

They must continuously learn what customers, employees, and partners are thinking and feeling, redefining their business models to provide positive, personalized experiences. What is experience management? The evolution of experience management. The evolution of experience management. X + O data.

Artificial Intelligence 52

Artificial Intelligence Machine Learning Social Media Customer Satisfaction 52

Customer Bliss

DECEMBER 15, 2015

After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience.

Touchpoint 40

Touchpoint Innovation CX Customer Experience 40

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177

Sales Start-ups Technology Technology 177

Qualtrics

APRIL 17, 2021

Happy contact center agents mean happy customers. But investment in agents doesn’t just improve CSAT – it also cuts the cost of employee attrition, and builds a pipeline of expert talent. Customer experience is more important than ever. But while customers are obviously important, so are employees.

Scorecard 49

Scorecard Contact Center Customer Experience Customer Feedback 49

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. Greater inclusion and diversity is a commitment of attitudes and actions across your whole enterprise, and with your alliances, channel partners and suppliers.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Intercom

AUGUST 4, 2021

In this post, we’ll cover everything you need to know to feel comfortable and prepared when interviewing for our Customer Support team. . In this post, we’ll cover everything you need to know to feel comfortable and prepared when interviewing for our Customer Support team. . The Customer Support interview process.

Engineering 85

Engineering Start-ups Education Innovation 85

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds. Speak the customer’s language.

Start-ups 188

Start-ups Sales Engineering CRM 188

Steven Van Belleghem

NOVEMBER 28, 2023

Just think how this could change the game for all your customer facing teams if they are augmented with this technology. Just think of how much better and faster they could react to customer wants and needs, and in the language of the customer. The Era Of Search 3.0 In the next phase, Search 2.0, The era of Search 3.0

CX 62

CX Customer Experience Entertainment Gaming 62

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Experience 92

Customer Experience Net Promoter Score NPS Close the Loop 92

Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Enter our philosophy of Run Less Software. Geoffrey: Rich, thanks for joining us.

Engineering 192

Engineering Technology Technology Start-ups 192

Customer Bliss

NOVEMBER 8, 2016

Lee West is the Pastor of Guest Experiences — a very new role in the not-for-profit “church world” (as he calls it). I was very intrigued by this role and really wanted to understand how Lee has gone about extending customer experience into faith, which is obviously a very important part of many people’s lives.

Non-Profits 51

Non-Profits Real Estate Retail Education 51

Intercom

APRIL 20, 2023

The reasoning is pretty straightforward: If you invest in the customer experience, it’ll improve. Say you’re the Head of Customer Experience. The customer experience is important; everybody knows it. That’s what sets “Change Makers” apart, as customer experience expert Jim Tincher calls them.

Net Promoter Score 52

Net Promoter Score Customer Experience CX Finance 52

1 to 1

AUGUST 10, 2022

Artificial intelligence (AI) has been around for decades but its promises – a deeper understanding of customer intent, and better and faster experiences for customers and associates alike – continue to go largely unrealized. Why isn’t AI elevating customer experience? In reality, though, it falls short.

Artificial Intelligence 26

Artificial Intelligence AI CX Actionable Insights 26

Intercom

MARCH 14, 2023

Just a few weeks ago, we announced our first GPT-powered features in Intercom – a range of useful tools for customer service reps – and our customers have been really enjoying the extra efficiency these features deliver. The big goal, though, was creating a GPT-powered chatbot that could answer customer queries directly.

AI 99

AI Machine Learning Technology Technology 99

Qualtrics

JULY 24, 2020

We took a closer look at the intricacies of building and sustaining company culture, plus the companies that have engaging cultures – and why. From new hire orientation to rewards and recognition , culture makes or breaks the employee experience – and the bottom line. How to build and sustain a great company culture.

Start-ups 26

Start-ups NPS Retail Customer Experience 26

Customer Bliss

FEBRUARY 28, 2017

Lyft is a company founded on a specific mission ( more here ), and her role is designed to reflect both customer experience and trust. Some companies you’ll see claim to have an awesome customer experience program, but what they mean is “we generate a bunch of revenue from customers.” About Mary.

Customer Experience 59

Customer Experience Transportation Start-ups Business Operations 59

Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. Under Karen’s leadership, the CCO organization defines and develops Dell’s customer experience strategy and programs to maximize customer satisfaction, acquisition, retention and profitability.

Technology 64

Technology Technology CX Customer Satisfaction 64

Intercom

SEPTEMBER 21, 2023

We may be in an era of technological disruption, but the age-old art of delighting customers remains an essential element of business success. The landscape of customer service is undergoing a massive paradigm shift.

AI 52

AI Healthcare Technology Technology 52

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Start-ups 40

Start-ups Customer-Centric Organization Social Media Sales 40