Beyond Philosophy

FEBRUARY 15, 2021

Behavioral Science is a growing field in business. We hosted two interesting guests on a recent podcast that might have one of the most important new business jobs today. Today, we will take a closer look at what they do and what they wish everyone understood about behavioral economics in business today. Anne Wilson, Ph.D.,

Finance 88

Finance Customer Satisfaction Start-ups Customer Experience 88

Steven Van Belleghem

APRIL 27, 2021

This stands in sharp contrast with how other platform companies in the US treat their drivers or other local entrepreneurs. In fact, I learned from my nexxworks business Partner Pascal Coppens that this relationship driven platform approach is typical for Asian cultures. Alibaba and Didi, for instance, use the same tactics.

Customer Experience 104

Customer Experience Transportation Artificial Intelligence Government 104

Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based their renewal decisions on emotional connections, financial realities, and the amount of trust they have that a service can deliver sustained value.

Start-ups 62

Start-ups Construction Finance Customer Retention 62

Callminer

APRIL 21, 2020

To find out what leadership activities today’s call center leaders find most valuable, we reached out to a panel of call center managers and business leaders and asked them to answer this question: “What are your favorite call center leadership activities?”. Meet Our Panel of Call Center Managers & Business Leaders: Adeel Shabir.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Lightico

AUGUST 19, 2021

In a discussion moderated by Banking Dive’s Anna Hrushka, executives from CNB Bank, Stockman Bank, and Quontic Bank, spoke about the ways they’re continuing to position their financial institutions to compete with some of the largest banks in the nation — and digitizing their operations has been vital. One is the remote workforce.

Real Estate 52

Real Estate Innovation Gaming Customer Loyalty 52

Fonolo

OCTOBER 11, 2018

Venture capital (VC) investment is hitting new records. Smaller companies, without the brand-name recognition and some of the classic perks, will have to work harder to get quality people on staff. A countervailing force might be that unhappiness with US politics might be driving some talent up north. Plus so Much More!

Start-ups 70

Start-ups Engineering Retail Technology 70

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Doing so has business implications because when you do, people come back and bring their friends. . For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it.

NPS 109

NPS Net Promoter Score Construction Start-ups 109

Shep Hyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Let us look at six ways in which BPOs can increase customer experience for your business. .

Customer Experience 57

Customer Experience Omnichannel Social Media CX 57

Execs In The Know

JULY 1, 2021

On June 10, 2021, Execs In The Know hosted the Enabling Work-From-Home Briefing , an exclusive, virtual event dedicated to exploring “must-haves” and best practices for achieving long-term work-from-home (WFH) success. Buyers of BPO services should have the loftier goal of finding a great partner. 4 — Build Partnerships.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

CSAT.AI

JULY 3, 2019

Industry people are in two camps about this whole AI in customer service thing. As with any many new products, not all glitches get worked out in the lab. The combination of delegating simpler tasks to AI and a savvy consumer base means human customer service agents must be more skilled, not disappear.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

Service Quality Institute

MAY 5, 2021

During the next several months I will share this proven process and formula I have been helping leading organizations across the US and world master. Some use just my service strategy seminars. Others use our leadership courses to help create a service culture. 9 Principles of Creating a Service Culture.

Start-ups 40

Start-ups Customer Service Customer Experience 40

Ameyo Callversations

FEBRUARY 9, 2021

Sales, service, and collection departments have moved to remote work environments, paving the way for adopting cloud call center software at length. There are three types of cloud call center software to meet the needs of different businesses. It eliminates the need to invest huge capital. Private Cloud Call Center.

E-commerce 52

E-commerce Compliance CRM Business Growth 52

Qualtrics

DECEMBER 3, 2021

Recent global crises have caused significant labor shortages – and the impact is leading businesses to reevaluate how to attract the right talent and protect their customer experiences from the fallout. Use experience management to ensure customers don’t feel the fallout of global crises. It’s different from other US labor shortages.

Customer Experience 49

Customer Experience Hospitality Hospitality Non-Profits 49

Beyond Philosophy

AUGUST 26, 2021

There’s a mistaken belief, especially among business leaders, that we should trust our intuition or see what our gut tells us about things. Also, it isn’t easy to anticipate what everyone else will do in business. My background is working in corporate life, and I work with big corporations.

Finance 78

Finance Engineering Start-ups Customer Experience 78

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Much of his methodology is rooted in seven work streams. The Seven Work Streams. Product/service strategy. Financials and profitability models.

Customer Experience 61

Customer Experience Hospitality Hospitality Education 61

Zendesk

DECEMBER 2, 2020

Make sure marketing, fulfillment, and customer service agree on realistic expectations for the holiday season, and have a plan for how to handle “moments of truth” such as late deliveries. Greg (Zendesk): To start off, could you tell us a bit about yourself, home-town, and position in the company?

E-commerce 76

E-commerce CX Net Promoter Score Artificial Intelligence 76

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Another is silos – unless there’s perfect collaboration they lead to inconsistent or competing objectives, marketing, service and measurement.

CX 129

CX Customer Experience Education Machine Learning 129

Intercom, Inc.

MAY 3, 2018

She’s worked in product from early-stage startups all the way up to publicly traded companies like Rackspace and Square, a company with the sensitive task of handling customers’ money. Can you give us a quick feel for your career to date, as well as what you’re doing today at Square? A reliance on writing.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

CX Journey

APRIL 19, 2016

IDC's 2015 EXPERIENCES Survey work found that 81% of companies listen to customers about their experiences, but 69.4% I thought I'd start to compile them in one place and share with you, in case you're in the process of building the business case or need to nudge your company that employees matter. Engaged employees lead to.

Customer Satisfaction 56

Customer Satisfaction Start-ups Sales Retail 56

1 to 1

MARCH 21, 2023

Take a pause,” Yousafzai said, “and think about how you are influencing and impacting the work around you and ensure you are making every decision with full responsibility and make sure it benefits and serves everyone fairly and equally.” We define our business as an experience business. It doesn’t work for employees.” “How

CX 26

CX Healthcare Transportation Engineering 26

Intercom, Inc.

MARCH 4, 2021

And no one knows this better than Zanade Mann , founder and Managing Director of the Black Women’s Business Collective. She created this collective in 2020 out of a growing need to provide access and resources to Black and Afro-Latina women business owners who started experiencing difficulties in the wake of COVID-19. Hello everyone!

Start-ups 151

Start-ups Social Media Education Finance 151

ProProfs

JANUARY 16, 2013

If a company practices "good business ethics," then it will treat its customers, employees, and stockholders "fairly," and this will cause it to have a good reputation. Stockholders, working through firms' boards of directors, should design compensation plans that minimize such behavior. Remove Question Excerpt.

Finance 40

Finance Government Gaming Customer Loyalty 40

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Intercom, Inc.

AUGUST 1, 2019

“Michael is the rare CFO who also leads up marketing, which makes him the perfect person to talk us through the company’s trajectory” As the head of Intercom’s Early Stage program for Startups, the fast-growing fintech startup is one company I’ve been keeping my eye on. That’s our job: to make sure everybody knows us.

E-commerce 36

E-commerce Start-ups B2B Retail 36

Qualtrics

DECEMBER 6, 2018

Get Inspired by thought leaders who propel us all to think bigger about our potential for impact. People Analytics and Future of Work. Who should go: Anyone who uses people analytics in their jobs. Description: Unleash focuses on the future of work and the latest technology. Dan Spaulding- CHRO at Zillow.

Innovation 27

Innovation Entertainment Technology Technology 27

SurveySensum

JULY 21, 2023

And, in SaaS, on average, it can cost 4-5 times more – The Value of Keeping the Right Customers study by Harvard Business Review You read it right! These strategies can help you maximize your business’s potential while keeping those valuable customers right where they belong. But it doesn’t stop there.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

ECXO

DECEMBER 26, 2023

This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. About the book: This is a journey into Digital Customer Service and Customer Culture because both are key pillars to deliver great business results.

CX 52

CX Social Media Sports Customer Service 52

Intercom, Inc.

JANUARY 20, 2022

In the race to win a customer’s business, it’s not really about how good your product is – it’s how fast you keep innovating. After all, almost any product or service can be replicated by a competitor. We surveyed and interviewed key people in our teams to understand how they worked and how they saw Intercom’s internal operations.

Engineering 249

Engineering Start-ups Innovation Technology 249

Intercom, Inc.

OCTOBER 29, 2020

It’s much harder to grow a business without loyalty. If 2020 taught us anything, it’s that a passive attitude towards non-discrimination isn’t enough. Perhaps you could just give us a bit of background – why did we hire you as CEO? Make it easy for customers to talk to you, and vice versa.

Start-ups 209

Start-ups Sports Engineering Artificial Intelligence 209

Intercom, Inc.

MARCH 8, 2018

Back in 2012 Dan joined LinkedIn as a senior sales leader charged with launching its social selling business – training LinkedIn’s own global sales organization in the process. Can you give us a quick rundown of your career to date and the types of companies you’re now working with at Empire Selling?

Social Media 186

Social Media Sales Start-ups B2B 186

SurveySensum

OCTOBER 27, 2020

That all started to change around 2013 when Gainsight began the movement of Customer Success and invested heavily in defining best practices and educating the business world about the true potential and meaning of customer success. During my time there, I worked closely with Dan Steinman and Nick Mehta on this initiative.

Education 59

Education Start-ups Customer Relationship NPS 59

Waypoint Group

APRIL 13, 2022

And/Or, is the vendor talking about business outcomes such as retention rate, engagement rate, and customer relationships? Leave this conversation knowing where the ROI comes from (and be sure to account for Total Cost of Ownership, including human capital). Why it matters: How will the vendor help me obtain my desired results?

NPS 40

NPS Net Promoter Score Key Driver Analysis Education 40

Customer Bliss

AUGUST 22, 2017

Zvi Baida and I discuss his very large “hybrid” role where he runs the service operation and customer experience for Shufersal — the largest supermarket in Israel. He walks us through his customer experience formula and his attempts at uniting process, people and technology. Assessing The Work To Be Done.

Social Media 50

Social Media Finance Retail Technology 50

Intercom, Inc.

MARCH 19, 2019

Even the best businesses in the world lose customers. Without a strategy to acquire customers, it’s easy to keep doing what seems to be working without examining how effective your approach truly is. Customer acquisition is the set of activities that businesses use to bring in new customers.

Customer Acquisition 166

Customer Acquisition Social Media Engineering Start-ups 166

Qualtrics

MAY 13, 2020

As alarming as the original disruption COVID-19 introduced was, businesses face yet even more change and areas to navigate ahead. In fact, some of the most foundational challenges facing businesses right now fall on the shoulders of HR. Most of us are past this stage already. But this is uncharted territory. Plan for Return.

Healthcare 29

Healthcare Retail Legal Manufacturing 29

SixteenVentures

DECEMBER 31, 2019

Whether you have a Software-as-a-Service, subscription or membership business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. Designing a Sales-to-CSM Handoff that Actually Works. Customer Onboarding.

Start-ups 136

Start-ups Sales NPS Non-Profits 136