Aquire

JULY 30, 2021

We’ve all heard one of the most well-known customer service quotes proclaiming “ the customer is always right ”. But if that’s all there is to a good customer service experience, why doesn’t every interaction end with a smile? The truth is that customer service has several layers. Damon Richards, customer care expert.

Customer Service 52

Customer Service Start-ups Customer Relationship Retail 52

Intercom

OCTOBER 21, 2021

We all know an outstanding customer experience can set you apart from the competition, but is it possible, or wise, to guarantee it? The key to earning (and keeping) our customers’ trust and business, Jeff says, is in the promises we make and expectations we meet, no matter how small.

Customer Experience 64

Customer Experience Start-ups Hospitality Hospitality 64

SugarCRM

AUGUST 19, 2020

Best-Selling Author and Expert Micah Solomon Addresses the Importance of Customer Experience Management and Strategy. When he talks, businesses stop and listen. Register for our free CX webinar series here and join us as Micah digs in further on customer service in the experience economy. A shining example of this is Zappos.

Customer Experience Management 48

Customer Experience Management Mystery Shopping Customer Experience Mystery Shopper 48

CX Journey

APRIL 17, 2019

In case you missed the first post in this series, you can find it here. If you recognize one, you've got to take corrective action immediately. As part of the core program team, you don't want to hold onto this data. What are you going to do with it? Keep the conversation going! Never stop listening.

VOC 54

VOC Close the Loop Touchpoint Social Media 54

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

CX Journey

DECEMBER 27, 2017

Not seeing the results or improvements you expected to see from your customer listening efforts? What's going on? Of course, all of this takes several months, by which time, customers are gone.) Not acting on the feedback your customers take their valuable time to provide is just plain wrong.

VOC 47

VOC Close the Loop Customer Feedback Customer Retention 47

SugarCRM

OCTOBER 4, 2022

Customer-centricity means putting the customer first and at the center of everything that you do. You might think to yourself, that’s easy. We found out today with a very practical set of tips on how to build a product-led, customer-centric, and truly authentic company. I can do that. But is it really that simple?

Customer Acquisition 49

Customer Acquisition Start-ups Innovation Customer-Centric Organization 49

Comm100

NOVEMBER 27, 2017

As psychologist and author of Why Won’t You Apologize Dr. Harriet Lerner says: “Humans are hard-wired for defensiveness. Still, customers don’t respond to a non-apology the same way they do a sincere one. rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s But why is that? The Psychology of the Apology.

Social Media 120

Social Media Non-Profits Legal Manufacturing 120

CX Journey

APRIL 17, 2019

In case you missed the first post in this series, you can find it here. If you recognize one, you've got to take corrective action immediately. As part of the core program team, you don't want to hold onto this data. What are you going to do with it? Keep the conversation going! Never stop listening.

VOC 32

VOC Close the Loop Touchpoint Social Media 32

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. What gives?

Customer Experience 60

Customer Experience Close the Loop CX Transformation Government 60

Intercom, Inc.

JUNE 3, 2021

So today, Paul Adams , our SVP of Product, and I are bringing you a special episode of Intercom on Product. Where should you invest your resources? And if you’re about to hit the gas pedal, what’s the smart way to go about it? Beware of falling into the trap of exclusively going for easy money, snacking-type opportunities.

Start-ups 228

Start-ups Engineering Healthcare Sales 228

CX Journey

FEBRUARY 4, 2016

Image courtesy of Skley Do you know about the "Three Is?" I was watching an episode of Shark Tank recently when Mark Cuban said, after one of the entrepreneurs failed miserably in attempting to lure a Shark to invest in part because of a gross over-valuation: First come the innovators, then come the imitators, then come the idiots.

Innovation 42

Innovation Engineering Customer Loyalty Customer Experience 42

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 61

Social Media Customer Service Start-ups Legal 61

SugarCRM

DECEMBER 4, 2020

.” There is no going back. With the support of the SugarCloud platform, your business has the ability to take full advantage of Sugar’s SaaS approach, meaning you can access the entire Sugar suite of products almost anywhere your team can access the internet without increasing costs. Website and app security. Network security.

CRM 26

CRM Engineering Sales Social Media 26

Intercom, Inc.

JULY 16, 2019

As our business has grown , so too has the potential customer impact of any incident. Our engineering organization has also grown, and there are now significantly more stakeholders who needed to know what was going during an outage. Communication : When needed, communication with customers, support, sales and leadership can occur.

Engineering 215

Engineering Gaming Education Sales 215