InteractionMetrics

DECEMBER 8, 2023

Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” What’s Customer Feedback? How can we improve?”) Why Is It Important? How will you act on the data?

Customer Feedback 52

Customer Feedback Construction Mystery Shopping Net Promoter Score 52

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

OCTOBER 6, 2015

In Competency Three (Customer Listening Path), you follow the customer journey stages to create a unified listening path that consolidates aided and unaided listening. Build a blend of quantitative and qualitative information to tell the story of customers’ lives. Make it human.

Social Media 94

Social Media Gaming Innovation Customer Feedback 94

Customer Bliss

FEBRUARY 16, 2018

Customer Experience implementation within an organization is a major undertaking. The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. 5 Competencies for Customer-Driven Growth. 3 Methods to Successfully Implement Customer Experience Transformation.

Customer Experience 94

Customer Experience Engineering CX Start-ups 94

Intercom, Inc.

SEPTEMBER 9, 2022

In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer. While it’s likely that more realistic claims close fewer accounts, it pays off in customer retention. AI has been quite overhyped in the past.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Intercom, Inc.

JUNE 30, 2022

She is the coauthor of Forms that Work: Designing Web Forms for Usability , and she’s been working as a survey consultant for companies and government agencies that want to improve the way they design their surveys.Creating winning forms and surveys has been top of mind for us lately. ?. For years, people have been abusing surveys.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

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. There’s a lot of content and advice about giving presentations out there.

Education 215

Education Start-ups Engineering 215

Beyond Philosophy

NOVEMBER 5, 2020

Whenever I am shopping for something on Amazon and the product has even a three-and-a-half star rating, I don’t buy it. Most of the stories, particularly now during the pandemic, are bad. From a leadership and Customer Experience perspective, with nary a saber-toothed tiger in sight, we still think it makes sense.

Customer Experience 129

Customer Experience Customer Loyalty CX 129

Customer Bliss

JANUARY 5, 2016

Customers desire a reliable experience. If you deliver a reliable experience, your customers and clients will desire to have it again. Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. Click To Tweet. Conclusion.

Social Listening 53

Social Listening Outlook Social Media Innovation 53

Customer Bliss

OCTOBER 8, 2015

Is your leadership team united in focusing on customer asset growth? The power of Competency one is building your version of how you can measure the growth or loss of your customer asset. Leaders must be united in fearlessly talking about the growth or loss of the customer asset at their team meetings.

Voice of the Customer 69

Voice of the Customer Customer Experience 69

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

SEPTEMBER 6, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. There will be a day (or days) for all of us doing this work…that we will have to present some not so great depictions of the company’s customer experiences. How do you avoid the “she’s telling us our baby is ugly!”

CX 44

CX Customer Experience 44

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. But companies like Amazon also excel at mythologizing their own story. This ultimate CX classic from 2010 tells the story of Tony Hsieh and his company Zappos.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 1: Honor and Manage Your Customer Assets.

Engineering 54

Engineering Construction Business Growth Innovation 54

Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Years one through three are the disruption, blocking and tackling years. The difference between burning out and thriving as a CCO comes down to: Driving growth. Enabling employee performance.

CX Transformation 54

CX Transformation CX Engineering Voice of the Customer 54

Intercom

JUNE 2, 2022

From the CEO and the management team to the intern fresh out of college, every employee or business owner has unique qualities that position them to bring excellent customer experiences to life. And for Elizabeth Dixon , even the smallest action can cause ripples that turn customers into loyal advocates.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

Customer Bliss

JANUARY 5, 2016

Customers desire a reliable experience. If you deliver a reliable experience, your customers and clients will desire to have it again. Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. Click To Tweet. Conclusion.

Social Listening 40

Social Listening Outlook Social Media Innovation 40

Customer Bliss

JANUARY 5, 2016

Customers desire a reliable experience. If you deliver a reliable experience, your customers and clients will desire to have it again. Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. Click To Tweet. Conclusion.

Social Listening 40

Social Listening Outlook Social Media Innovation 40

Intercom, Inc.

FEBRUARY 7, 2019

Three major changes in the past decade have changed the tech landscape: the evolution and maturity of the web browser, the use of SaaS tools in the workplace, and the opening up of APIs to the broader public. For the sake of our listeners, could you give us a rundown of your career to date? Short on time? Shishir: Let’s see.

Start-ups 171

Start-ups Engineering Real Estate Retail 171

Qualtrics

AUGUST 20, 2021

First, the good news: the fundamentals of how successful companies thrive with customer experience hasn’t changed, according to James Bampos, Head of B2B CX Solutions Strategy at Qualtrics. “I I'm happy to tell you something I'm sure you've heard before: successful CX companies are those that listen and act on feedback.”

B2B 26

B2B CX NPS Hospitality 26

Intercom, Inc.

JULY 19, 2018

Their story isn’t uncommon. But as Jean and Edmond will now tell you, following years of engineering leadership at Quip, Quora, Medium and more, that simply isn’t the case. But as Jean and Edmond will now tell you, following years of engineering leadership at Quip, Quora, Medium and more, that simply isn’t the case.

Engineering 135

Engineering Start-ups 135

Intercom, Inc.

JANUARY 5, 2022

There are enough stories of data breaches and cyber attacks to chill even the savviest security engineer to the core. You can’t grow your business if your customers don’t trust you with their sensitive data. And that’s where people like Adam Markowitz come in. Cyber security and compliance, it turns out, is in demand.

Compliance 211

Compliance Engineering Start-ups B2B 211

CX Journey

DECEMBER 27, 2018

Your culture transformation, your employee experience transformation, and your customer experience transformation are not cake walks. John Kotter, the master guru of change management, states that a change vision serves three purposes: It simplifies and clarifies the outcome of the change. I call the whole thing a journey for a reason.

CX 35

CX Customer Experience 35

Zendesk

SEPTEMBER 22, 2022

Six to seven seconds —that’s how long hiring managers spend looking at a customer service resume, on average. The best way to do that is with a compelling customer service cover letter. Importance of a customer service cover letter. Customer service cover letter examples. How to write a cover letter for customer service.

Customer Service 52

Customer Service Social Media Business Administration Customer Satisfaction 52

Comm100

OCTOBER 30, 2020

Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences. Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences.

Technology 59

Technology Technology AI Artificial Intelligence 59

Comm100

JANUARY 29, 2021

Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences. Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences.

Technology 52

Technology Technology AI Artificial Intelligence 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Read on to learn what our experts had to say about the most useful customer service interview questions for managers.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Intercom, Inc.

MAY 16, 2019

Sometimes the uncomplicated product is the best product, because it’s not boring to the customers who are feeling pain. Phil: Being part of the Customer Engagement team here, I think a lot about product onboarding and expansion, so you can imagine how excited I was when we launched Product Tours last month. Short on time?

Start-ups 106

Start-ups Engineering Gaming Innovation 106

Qualtrics

MARCH 4, 2019

General Services Administration (GSA) has a unique set of customers: taxpayers and other government agencies. The lessons shared reach far past the walls of the government to benefit private sector customer experience leaders too. With taxpayers as our customers, we should be as efficient and effective as possible.

Government 40

Government Customer Experience Real Estate Agriculture 40

Intercom, Inc.

DECEMBER 10, 2020

Few are better placed to explain the concept of customer success than Nick Mehta. Those beliefs are at the core of customer success: that it’s about a relationship that goes beyond a transaction between company and customer. In it, he explains why customer success isn’t just a job function but a company-wide priority.

B2B 223

B2B Outlook Sales Touchpoint 223

Beyond Philosophy

OCTOBER 8, 2020

Look at the lifetime value of the customer. Select the areas that drive the least value for you. ” Clients often tell me that they need a big idea to cut costs. It tells me that deep down, my client thinks that cutting costs can be a single, dramatic action. Strive for balance. ” —Albert Einstein.

Customer Acquisition 173

Customer Acquisition Start-ups Customer Satisfaction Customer Service 173

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The primary problems typically fall into three categories. To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

SurveySensum

JULY 20, 2023

Imagine if the next customer didn’t bother with entering the code manually and left the store feeling disappointed. Imagine if the next customer didn’t bother with entering the code manually and left the store feeling disappointed. Recently, I went to H&M, my favorite brand, to snag a new pair of jeans.

Retail 52

Retail Customer Feedback CX Social Media 52

Intercom, Inc.

MAY 22, 2019

If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. But there’s a better way now. Short on time?

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199