Intercom, Inc.

JANUARY 16, 2020

In fact this is his first podcast appearance, so we were delighted late last year when he agreed to join us in the studio. The idea of a virtual whiteboard is so simple that even the least technologically literate amongst us could likely understand the concept. If you enjoy our conversation, check out more episodes of our podcast.

Start-ups 249

Start-ups Engineering Sales Innovation 249

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

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. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service VOC Start-ups NPS 127

Fonolo

AUGUST 18, 2020

Customer perception is tough to measure because it’s usually comprised of both qualitative and subjective data. You can’t just count ‘customer perceptions’ in the same way you can other KPIs; you must be clever about how you do it. Ask Your Customer What They Think.

Social Media 75

Social Media Net Promoter Score Contact Center Customer Satisfaction 75

Qualtrics

DECEMBER 8, 2020

It’s well-known that customers will tend to buy a product they recognize and trust. The concept of brand equity takes advantage of this customer behavioral tendency to maximize profitable sales over time. Brand equity is the added value a company has when they have a strong and positive brand name and public perception.

Net Promoter Score 59

Net Promoter Score Social Media Sales Start-ups 59

Zendesk

APRIL 5, 2022

When you invest time and energy in your customer support efforts, you’re investing in your company’s future. According to the Zendesk Customer Experience Trends Report 2022 , 73 percent of company leaders say there’s a direct link between their customer service and business performance. How do you make that happen?

Net Promoter Score 52

Net Promoter Score Education NPS B2B 52

SurveySensum

NOVEMBER 23, 2023

A Detailed Comparison of the Top 5 NPS Tools SurveySensum Qualtrics NiceReply Delighted GetFeedback InMoment Zonka Feedback Qualaroo SurveyMonkey AskNicely Retently SurveySparrow Medallia Hotjar CustomerGauge Conclusion FAQs on NPS tools If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there.

NPS 52

NPS Net Promoter Score Sentiment Analysis Social Media 52

Zendesk

JANUARY 19, 2022

In a perfect world, every customer would be 100% happy with every purchase. While there’s no magic formula to guarantee customer happiness, new research shows how important of a role support agents play. Make up for it with excellent customer service and 74 percent of customers are willing to forgive and forget.

Sentiment Analysis 52

Sentiment Analysis Customer Service Start-ups Customer Satisfaction 52

Customer Bliss

JANUARY 12, 2017

It’s early 2017 now. Hopefully you have eyes on a customer strategy for this year. If not — or if you’re in the earlier planning stages of it — let me run through an approach I use with a lot of clients (and have used in my own work in companies). Unite and build.

Engineering 78

Engineering Start-ups Innovation CX 78

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 2: Align Around Experience.

Engineering 54

Engineering Construction Business Growth Innovation 54

Qualtrics

JULY 31, 2020

Today’s CHROs make data-driven decisions that have a ripple impact on the entire organization. Here’s a closer look at what it is, the metrics you should measure, how to get started, and a case study demonstrating people analytics in action. At Rogers Communications , we take people data seriously.

Net Promoter Score 41

Net Promoter Score Voice of the Employee Actionable Insights Social Media 41

Zendesk

AUGUST 3, 2021

Now imagine getting that same text message, but this time, it’s a little different: It features clear and recognizable branding. There are eye-catching product images you can swipe through with the option to buy right from the message—no suspicious-looking links or extra clicks. If you picked the second option, you’re not alone.

Customer Experience 52

Customer Experience Social Media Start-ups Sales 52

Customer Bliss

FEBRUARY 2, 2016

Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. What you stand for as a company will shift over time as you embed the five competencies. UNITE AND BUILD. Stage the CX Work of the Five Competencies.

CX 44

CX Touchpoint Engineering Start-ups 44

SurveySensum

OCTOBER 18, 2023

Did you know that a remarkable 77% of customers hold brands in higher esteem when they actively seek and diligently apply valuable customer feedback? But what is customer feedback and why is it so important? This is a great channel for customer to share their thoughts and experience with your brand.

Customer Feedback 52

Customer Feedback Social Media Customer Satisfaction Customer Expectations 52

CX Journey

OCTOBER 19, 2016

I have modified it slightly since then. Are you listening to your customers? What are you doing with what you've heard? In order to transform the customer experience, it's critical that you listen to your customers. You've got tons of feedback, tons of data, and you do nothing with it.

Finance 73

Finance Government Start-ups Gaming 73

Aquire

JULY 27, 2021

It has allowed customer service teams to offer faster and smoother support in a secure way. . Cobrowsing, also known as collaborative browsing, is a technology that allows agents and customers to see and interact with the same webpage at the same time. Cobrowsing technology has been a game-changer for companies. Wondering how?

Technology 59

Technology Technology Customer Satisfaction Omnichannel 59

ProProfs

NOVEMBER 13, 2021

It’s the best way to build efficient and productive teams that positively reflects on business performance and profits. But can there be a better idea than training your employees in-house using your own expertise and resources to improve their professional knowledge and skills? . The answer is no. Let’s hop right into it.

Compliance 52

Compliance Gaming Start-ups Education 52

SugarCRM

NOVEMBER 24, 2020

To achieve real success online, you need to make everything about your online presence —from your site navigation menu to your after-sales service—about UX. Customer relations management (CRM) software can help you create a great UX, increasing conversions and boosting your bottom line. “Data! Your past customers.

E-commerce 49

E-commerce Social Media CRM Outlook 49

Qualtrics

FEBRUARY 4, 2021

It connects us with colleagues and customers, increases productivity and helps employees deliver their best work. IT leaders now have a critical opportunity to take center stage in designing and improving employee experiences. Here's how. Download our playbook for implementing an XM program for IT.

Artificial Intelligence 26

Artificial Intelligence Technology Technology Social Media 26

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? This will lead you to reduce churn and increase your revenue.

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. 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.

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. Speed, the ability to move and improve, to iterate and innovate, is paramount, and if you listen to Intercom on Product regularly, this probably sounds familiar. or “Who’s making the decision?”

Engineering 249

Engineering Start-ups Innovation Technology 249

Intercom, Inc.

MAY 24, 2018

When used correctly, data can powerfully enrich sales and marketing efforts and help any business fuel growth. But all too often, companies fall into the trap of using partial or old data to drive major decisions. They allow for massive scale and provide a captive subscriber audience that you can upsell.

B2B 182

B2B Sales Start-ups B2C 182

Steven Van Belleghem

DECEMBER 1, 2021

Traditionally, marketers like to make sure that customers can easily find the products and services they are looking for. In a world of increasingly orchestrated customer experiences, I believe that brands that understand how to stimulate serendipity will set themselves apart. This past year, NFTs have become a real hype.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

Zendesk

JULY 26, 2021

The prospect asks you how similar companies have used your product. You mention several brands but can’t remember specific stats about how the product helped them improve their performance. But if you have a sales enablement strategy in place, you can help your agents close more deals and boost your bottom line.

Sales 52

Sales CRM Technology Technology 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. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 207

Customer Service Start-ups Education Gaming 207

Sprinklr

SEPTEMBER 21, 2021

What would your boss (or your client) say if you could increase ad performance by 20% — or even 30%? Here are seven ways you can reduce costs and increase return on ad spend by powering up with Sprinklr. Imagine doing in a day what used to take weeks. How would that jump in results revolutionize your advertising efforts?

AI 79

AI Advertising/ Marketing Sales 79

SurveySensum

APRIL 8, 2024

In 2024, ensuring the survival of small businesses requires more than just an online presence; it requires a dynamic and strategic digital engagement that is not just an asset, but a critical necessity for success. Let’s move on to discussing four strategies small online businesses can use to succeed in the digital age.

Social Media 52

Social Media Engineering Customer Feedback Innovation 52

Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? This will lead you to reduce churn and increase your revenue.

Customer Experience 150

Customer Experience NPS Touchpoint Net Promoter Score 150

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. From my point of view, the most useful customer service interview question for managers is…”.

Customer Service 182

Customer Service Start-ups Education Gaming 182

Hodusoft

NOVEMBER 22, 2023

Increase ROI of BPO with Omnichannel Contact Center Software Excellent customer service is just as important as excellent marketing efforts. About 68% of consumers say they would pay more for a product or service from a company that has a reputation for great customer service. By 2028, it is expected to reach USD 34570.73

Contact Center 52

Contact Center Omnichannel Compliance Social Media 52

Zendesk

DECEMBER 17, 2021

Knowing whether or not your company is making a profit is essential to building a successful business strategy. The real question is: Do you know why your company is or isn’t profitable? Sales mix digs deep into the individual percentages and profits of your products so you can determine what stays, what goes, and what gets an update.

Sales 95

Sales Sports CRM 95

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

SugarCRM

FEBRUARY 6, 2024

Laci brings in-depth experience along with a wealth of experience in the energy industry, from sales to asset management. She now leads growth for her company by building and streamlining all commercial operations. You’re building a product for them. And then what is the next thing that we need to deliver on?

Sales 26

Sales Innovation Start-ups CRM 26

SugarCRM

FEBRUARY 22, 2024

Churn rate is the percentage of customers who stop using a service within a specific timeframe. It generally is used by businesses that operate on subscription-based service models. According to SugarCRM research , the average customer churn rate is 32% globally, with a whopping 47% in the US!

Education 26

Education Start-ups Customer Retention CX 26