Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be?

CX 181

CX Start-ups Business Growth Engineering 181

CX Accelerator

APRIL 1, 2020

At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. Such improvement is always going to be a tricky thing to prove, depending on the scale of your business.

CX 228

CX Machine Learning Government Gaming 228

SurveySensum

MAY 6, 2024

Having a strong personal brand is necessary if you want to be recognized as an authority in your field. Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback. Let’s discuss this in detail.

Social Media 52

Social Media Start-ups Artificial Intelligence Education 52

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. ” effect.

Start-ups 194

Start-ups Government Customer Feedback Customer Experience 194

Callminer

APRIL 30, 2018

As Lord Kelvin (Irish mathematician and physicist) observed, “If you can’t measure it, you can’t manage it or improve it”. So, if you want to turn your contact centre into a profit centre, it’s important to ensure that you always: Identify the correct KPIs and continuously evaluate them to ensure the right things are measured.

Unstructured Data 159

Unstructured Data Customer Loyalty Sales Technology 159

Inside Customer Service

MARCH 18, 2021

Sometimes, you just get lucky. It might surprise you to learn we didn't resort to any traditional tactics: Lower our prices Offer new member discounts Run a membership drive What we did instead was leverage one specific insight to retain members and grow via word-of-mouth. Second, we weren't losing members due to price.

Start-ups 148

Start-ups Customer Experience 148

Intercom, Inc.

MAY 26, 2022

Customer onboarding is the process by which you welcome new customers and get them acquainted with your product. . It’s also the time when you can reduce any anxiety customers might have about your product and help educate them about how your product can best provide value.

Start-ups 118

Start-ups Education Customer Experience 118

Inside Customer Service

DECEMBER 9, 2021

This service worked like clockwork for several years until we experienced trouble last December, when we didn't get our usual refill. The rep in our local office promised to check on it and call back. The tank dropped below 20 percent and we were going through two percent per day. Now we were really worried.

Finance 130

Finance Customer Service Start-ups Business Operations 130

CX Accelerator

APRIL 1, 2020

At the beginning of the year we saw some mixed predictions from Forrester that one in four CX professionals would lose their jobs whilst, in the same breath, stating that the number of CX execs would swell by 25%. Such improvement is always going to be a tricky thing to prove, depending on the scale of your business.

CX 182

CX Machine Learning Government Gaming 182

Intercom, Inc.

APRIL 6, 2020

Over the coming weeks, I, along with others on the team, will be selecting and sharing articles from the Inside Intercom archives that have proven helpful to our customers and visitors in the past. With so many of us looking for positive outlets for our increased time at home at the moment, we hope these articles can be helpful again.

Engineering 181

Engineering Entertainment 181

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

Customer Service 265

Customer Service Start-ups Customer Satisfaction Gambling 265

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.

Customer Loyalty 172

Customer Loyalty Start-ups Customer-Centric Organization Customer Relationship 172

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 133

Customer Experience Artificial Intelligence Gaming Start-ups 133

Customer Bliss

JUNE 9, 2021

“The best way to learn if you can trust somebody is to trust them.”. Both customer and company are better off because they are in each other’s lives. Ask how we will and will not grow. When writing my book, Would You Do That To Your Mother? , As a result, they are earning customer raves and growth.

Hospitality 115

Hospitality Hospitality Customer Relationship Business Growth 115

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Callminer

APRIL 20, 2020

In this article, we discuss BPO as a flexible tool for businesses to use and many helpful tips for doing so. Calling upon other organizations for assistance in handling specific functions within your own company, such as call center operations , can prove incredibly useful if done correctly. Read on to learn how BPO works.

Legal 286

Legal Artificial Intelligence Engineering Government 286

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. You All Want Growth.

CX 191

CX Net Promoter Score AI NPS 191

Steven Van Belleghem

SEPTEMBER 5, 2022

That’s because ‘Top Gun: Maverick’ was scheduled for release in 2019, pushed back to 2020 ( several action scenes needed to be reshot), after which the pandemic hit and it was delayed a further four times before being released May 2022. Even if there is an opposing force, you cannot see who it is. Pure feel good.

Customer Experience 128

Customer Experience Government CX 128

ECXO

DECEMBER 20, 2023

Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results. We need an honesty jar here. In reality, there are inherent, and regulatory, limits to what you can achieve.

Customer Experience 52

Customer Experience B2B AI Machine Learning 52

Intercom, Inc.

AUGUST 15, 2019

But if these design leaders can seize the opportunity of having a seat at the table, they can assemble an interdisciplinary team that solves real customer problems, proves their worth, and ultimately changes the future of the company and the products it delivers. Test your assumptions, always. Short on time?

Start-ups 179

Start-ups Innovation Engineering Retail 179

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

Beyond Philosophy

AUGUST 21, 2021

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. A couple of years ago, research from some well-respected firms came back with the conclusion that investing in Customer Experience is not paying off the way that organizations had hoped.

Finance 78

Finance Management Consulting Customer Experience CX 78

Comm100

MARCH 25, 2024

Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. FInd out how Customer story We’ve compiled the best and worst chatbot practices to help you make the most of your investment, and engage in chatbot success.

Start-ups 97

Start-ups AI Customer Expectations Social Media 97

Callminer

JUNE 18, 2020

However, even in agent turnover , opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated. Why are you leaving? What frustrated you?

Contact Center 182

Contact Center Start-ups Customer Experience 182

Experience Investigators

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 98

Customer Retention Social Media Customer Loyalty Start-ups 98

Intercom, Inc.

JANUARY 25, 2019

At our event Building Intercom in Dublin, I argued that when it comes to building software, we should avoid excitement and embrace boring. At our event Building Intercom in Dublin, I argued that when it comes to building software, we should avoid excitement and embrace boring. Even computer science students thought we were nerds.

Engineering 168

Engineering Start-ups Technology Technology 168

Intercom, Inc.

DECEMBER 10, 2019

Our industry is in the midst of a big philosophical debate about the fundamental way of thinking about how we build our products, with the focus shifting from the outputs of what we build to the business outcomes generated by those outputs. But knowing how these steps work is not the same as making it happen, and we think we know why.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

Beyond Philosophy

JUNE 8, 2023

A strange thing about corporate life is that after you get your annual spending budget approved for your department, you often still have to get approval to spend it. we discussed framing and perspective’s importance. You must know what you are trying to achieve and to what goal. Not so much.

Finance 78

Finance Customer Satisfaction Start-ups Customer Experience 78

SixteenVentures

AUGUST 26, 2020

What’s the cost of working with Bad-fit Customers? Everything rolls-up to dollars… time and other resources – and even the negative sentiment in the market caused by churning-and-burning customers – all have an associated monetary value. You’ll want to, but you can’t. You get this. Read this.

Sales 128

Sales Start-ups Customer Acquisition 128

Beyond Philosophy

FEBRUARY 24, 2022

So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career. I share them because I have also learned that if you don’t deal with them correctly, you can endanger your career. Without it, you are not keeping up your end of the bargain. .

Construction 88

Construction CX Customer Experience 88

Experience Investigators

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. It’s understandable for CX leaders to want to address everything, everywhere, all at once.

CX 90

CX Net Promoter Score Artificial Intelligence Invoicing 90

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.

Retail 139

Retail Machine Learning AI Artificial Intelligence 139

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. So, after destroying the trust their customers felt toward their bank, what should they do now?

Sales 141

Sales Start-ups Customer Experience 141

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is.

Customer Experience 97

Customer Experience CX Net Promoter Score Artificial Intelligence 97

Intercom

APRIL 11, 2024

Intercom continues to lead the way in building the future of support with our AI-first Customer Service platform. Following up on the groundbreaking release of our Fin AI Agent last year, we have now launched Fin AI Copilot , which gives every customer service agent their own personal AI assistant.

AI 52

AI Start-ups Customer Service Innovation 52