Myra Golden Media

JULY 18, 2017

When we got to about 20 feet away from the Service Desk, Beverly and I looked at each other and without saying a word, our eyes communicated, “Oh s**t.” No, this little girl didn’t just tell me I cannot return these items! is what I imagined she was thinking. I was glad Beverly got this customer and not me.

Social Media 54

Social Media Customer Experience 54

Inside Customer Service

JANUARY 11, 2024

You could see exactly what the customer was talking about and vice-versa. A support agent named Janelle recently used this concept brilliantly to help me diagnose an issue with my cable modem. Janelle: “What does the top light look like?” Me: “It appears to be the power light. What about the next light?”

Customer Service 237

Customer Service 237

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. So I called a second time and within two minutes, the new representative was able to provide me with my booking code.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Inside Customer Service

DECEMBER 8, 2022

It was 15 minutes into my first day when the person training me went on break, leaving me by myself in the men's department. I vowed never to let it happen again and immediately tried to learn everything I could about our products. I realized I hadn’t cared about the answer. His comment stopped me in my tracks.

Start-ups 225

Start-ups Retail Customer Service 225

Futurelab

DECEMBER 27, 2023

He asked me where I was from and what I did. When I explained what I do as a “CX consultant” – helping companies understand and better serve their customers – he said, “Oh, the exact same thing I do!” But what we are presented with is usually just a very poor imitation of personalization.

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Inside Customer Service

MARCH 10, 2022

The employee at the first shop immediately focused what they had in stock, which wasn't much. Tyler, the employee who helped me at Trek Bicycle San Diego, was different. He listened to my needs and paid attention to what really mattered to me. He listened to my needs and paid attention to what really mattered to me.

Customer Service 201

Customer Service Sales 201

Futurelab

MARCH 15, 2024

The process worked as such(although that questionnaire still makes me shudder). We needed to upend the process and see what was beyond the standard operations. Consumers wanted more information about where their food and goods came from. Producers and farmers need ways to get their products to market in better ways.

Innovation 157

Innovation Start-ups 157

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. What follows is a lightly edited transcript of the episode. Thanks so much for inviting me.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Today, we will look at why customers make instant decisions and what you can do to influence those in your favor.

Start-ups 78

Start-ups Customer Experience Sales 78

Inside Customer Service

APRIL 15, 2021

An important client was paying me to facilitate a virtual session for its employees. To my greater surprise, she expertly diagnosed and resolved the problem without first insisting on asking me 50 irrelevant questions. I know your webinar is about to start," she said. What is empathy? The webinar software wasn't working.

Legal 250

Legal Customer Service 250

Inside Customer Service

MAY 9, 2024

The agent was upset about her quality score. Well, that's friendly for me," was the retort. What would you need to observe to determine someone was creating a "friendly, harmonious relationship?" This is what the quality assurance analyst observed the agent do: She spoke to customers in a monotone. Irritated at times.

Customer Service 177

Customer Service Contact Center Start-ups 177

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. It’s called Discount Tackle, and the manager knows me. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. This example is likely familiar to you.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Inside Customer Service

MARCH 14, 2024

What do your eyes do when you're explaining something? What is the danger of using learning styles? What learners really have are preferences when it comes to how they learn. What I was really doing was identifying how they preferred to learn, not which method of instruction works best. Are learning styles a myth?

Customer Service 246

Customer Service 246

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. He also revealed what gets him going and what excites him the most about the future of Uniphore. U: What’s the best part about your job?

AI 246

AI Start-ups Technology Technology 246

Inside Customer Service

JANUARY 5, 2023

Why should you listen to me? It's easy to find people like me giving advice. What makes me any different, and why should you listen to me? Second, I've personally experienced what I'm about to share. Except for me. Step 1: What's the vision? What if there isn't a vision?

Customer Service 188

Customer Service Outlook Start-ups 188

Intercom, Inc.

JULY 28, 2022

And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. In today’s episode, we sat down with Sanj to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Customer Think

MAY 6, 2024

Don joins me today to talk about the upcoming PegaWorld iNspire 2024 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 9th to the 11th and there is a money back guarantee!), what he’s most looking […]

AI 81

AI Technology Technology 81

Bill Quiseng

MARCH 20, 2024

Meanwhile, a young lady looked at me and motioned if she could go ahead. She quizzically looked at me, did not respond but looked at the pharmacy clerk. The clerk said that I was asking several people about their age (I did). The young lady didn’t say anything to her nor did she say anything or smile to me.

Hospitality 97

Hospitality Hospitality Social Media CX 97

Intercom, Inc.

APRIL 1, 2021

Last year, she joined us on a fascinating panel episode of Inside Intercom , where we talked about allyship, representation, and privilege. You need to think about what the hiring team looks like, the place you’re hiring from. Then life opened up great opportunities for me. I am, by training, a mechanical engineer (ME).

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Futurelab

MARCH 1, 2024

Do you know what the true CLV of your customers is? Ask me for the template to calculate it. NOTE: From now on, every Friday, here: Kolle’s column about #NoBullshitCX #20yearsFuturelab The answer, which we found through research, was ‘ one for each car.’An Word of mouth is a powerful driver in car sales.

Start-ups 157

Start-ups Sales Customer Experience 157

Inside Customer Service

MARCH 3, 2022

"You're p **g me off!" He was upset that the phones had been ringing all day, and blamed me for what was happening. Everyone, including the president, was expected to drop what they were doing and answer the phone. So did my coworkers in other departments, who were openly grousing about having to take so many calls.

Customer Service 190

Customer Service Customer Experience Start-ups Customer Feedback 190

Inside Customer Service

DECEMBER 22, 2022

Isn't that what superheroes do? Yep, you're about to become a superhero. Think about your experience with each item on the list. Paul Beard, the owner of Apple Polishing Systems , gave me a call on Sunday afternoon. What service failures can your experience help predict? This helped avoid a lot of disappointments!

Transportation 212

Transportation Construction Sales Customer Experience 212

Beyond Philosophy

JULY 13, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! However, the trade-off is that it does it without making the connections about why in the data. Moreover, there’s no way to tease out what those connections mean. Customer Experiences are about emotional things.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

Beyond Philosophy

MAY 2, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of our podcast listeners stumped me a bit with a recent question. Moreover, the traitor also felt gutted about deceiving the other contestant but still won the game.

Customer Loyalty 78

Customer Loyalty Sports Gaming Construction 78

Inside Customer Service

SEPTEMBER 14, 2023

This guide will show you three things: What makes a great customer service story. Photo credit: Mike Mozart What makes a great customer service story? Legendary stories have three characteristics: About your company An example of the vision Authentic Let's see how the Nordstrom tire story fits. First, it's about Nordstrom.

Start-ups 228

Start-ups Customer Service Customer Survey Customer Feedback 228

Beyond Philosophy

JULY 7, 2022

We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show. The other day, I was in a store thinking, “it’s great to be out and about, putting the pandemic behind us.”

Retail 160

Retail Artificial Intelligence AI Start-ups 160

Intercom, Inc.

AUGUST 18, 2022

And suddenly, all she cared about for the past few years – becoming a better engineer, writing better code – made way for new challenges. In this episode, we sat down with Sarah to talk about the many nuances, proficiencies, and expectations of a staff plus engineer role. What follows is a lightly edited transcript of the episode.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Beyond Philosophy

DECEMBER 7, 2023

To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add.

AI 88

AI Customer Experience Start-ups Education 88

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. It’s our job to determine what it is. Let’s hear what Boehme has to say.

Sales 78

Sales Customer Experience 78

Beyond Philosophy

JANUARY 4, 2024

I appreciate the opportunity to look back upon what has happened and what I learned from it. This year is about artificial intelligence (AI). ” You might recall when we first learned about the Web, there was an enormous hype about it. However, few had a strategy or even a clue about how to leverage the Web.

Net Promoter Score 97

Net Promoter Score NPS Artificial Intelligence AI 97

Intercom, Inc.

JANUARY 31, 2023

The trickiest thing about large language models (LLMs) is that they’re great at appearing plausible, even when they’re wrong. This means we need to think carefully about how to apply the tech in practice to make it truly useful. ChatGPT suffers from “hallucinations” – confidently providing incorrect information.

AI 188

AI Start-ups Technology Technology 188

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. Paul, what did we exactly do?

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Beyond Philosophy

APRIL 25, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Narratives draw us in and interest us in what happens next. Emotions help reinforce what you remember, so an emotional story is even better for helping people remember it.

Engineering 78

Engineering Education Start-ups Customer Experience 78

Intercom, Inc.

MARCH 25, 2021

Over the course of her career, she has coached about 20,000 leaders, given 1,500 keynotes, and written four books, all with the goal of empowering businesses and leaders to unlock the benefits that come with being more customer-centric. What will your legacy be? Our favorite point Jeanne made came from an anecdote about her father.

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

AUGUST 28, 2020

During my experience as an Engineering Manager, I’ve learned a lot of lessons about how to build engaged teams (as well as how not to build them!). While there are no universal truths, my goal is to share my experiences so that others thinking about building engagement on their teams can do so faster than I did. Peacefulness.

Engineering 222

Engineering Start-ups 222

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. To me, this makes sense at an intuitive level. My smartphone feels a lot more personal to me than my PC.

Transportation 348

Transportation Technology Technology Social Media 348

Steven Van Belleghem

SEPTEMBER 24, 2023

He wanted to learn what the real customer experience was like and that really turned out to be an eye-opening adventure for him. And these were all things that were not in line with his philosophy of what Airbnb should stand for: convenient and radically use-driven. The results of that study were astonishing to me.

Customer Experience 109

Customer Experience 109