Steven Van Belleghem

FEBRUARY 3, 2023

The 90% tech experience You may remember that I wrote about the 90% tech experience in one of my former pieces: about technology that’s really cool, but that is not (yet) good enough to create breakthrough evolutions in CX. We had our products, our services and then we tried to remove all the obstacles between us and the customer.

Technology 144

Technology Technology CX Machine Learning 144

Intercom, Inc.

AUGUST 18, 2022

But going into staff plus roles is another beast entirely. Sarah Dayan is a staff engineer at Algolia , a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API, and the host of two tech podcasts: Developer Experience and Entre Devs.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Beyond Philosophy

JANUARY 11, 2024

Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? Apple did an excellent job with this regarding Apple Pay.

Education 88

Education Customer Feedback Start-ups 88

Beyond Philosophy

FEBRUARY 1, 2024

Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Seven years is a long time relative to customer markets. Consider the previous seven years and how they changed the world.

Customer Loyalty 78

Customer Loyalty Start-ups 78

Inside Customer Service

MAY 20, 2021

The books require a special type of discounted postage called media mail, so I have to go to the counter to buy it from a postal clerk. This makes the line go faster. Each visit to the post office is a reminder of a customer experience lesson that's often overlooked. Some would taste good, others wouldn't. Here's why.

Customer Experience 196

Customer Experience Hospitality Hospitality Manufacturing 196

Fonolo

NOVEMBER 8, 2022

Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. The good news is, there are a lot of great tools and techniques you can use to level the playing field. Understand Customer Behavior.

Contact Center 156

Contact Center Start-ups Technology Technology 156

Intercom, Inc.

FEBRUARY 23, 2022

This is especially true among employees experiencing increasing demand due to the pandemic, such as support agents, as our latest Customer Support Trends Report shows: 64% of support leaders say their team has felt burned out in the past 12 months. Take a minute to savor the good things in life, even if it’s just a warm cup of coffee.

Start-ups 118

Start-ups Social Media Education Customer Service 118

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. Ultimately, success in retail customer service is all about interpersonal skills. The right people are.”

Customer Service 103

Customer Service Retail Education CX 103

Intercom

NOVEMBER 16, 2023

Customer satisfaction scores in the UK have taken the biggest hit since 2015. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference. That is the sobering picture of the state of customer service in the UK as of July 2023.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

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. However, soccer fans did not approve of this plan. They protested in the streets.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Beyond Philosophy

FEBRUARY 25, 2023

Moreover, you are competing for customers’ time. So, when they do give it to you, they are going to evaluate whether that was a good move afterward. Joe Pine, author of The Experience Economy, writes about this battle for customer attention and how they evaluate time given to you in a recent article.

Customer Experience 88

Customer Experience 88

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!” Is this a service to the customer? Klara is a purely theoretical construct.

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Intercom, Inc.

NOVEMBER 17, 2022

And that’s exactly what she did. Alina may have a high tolerance for risk, but she always makes sure any action starts small before scaling – there’s no sense going all in if you can’t drive the pipeline later. Alina: Yeah, that’s where I grew up, yes. And you did that to pay for your own education? Liam: Okay.

Start-ups 118

Start-ups Gaming Sales Engineering 118

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Here’s what the customer said: Having a customer service number to contact you would be nice.

Contact Center 100

Contact Center Customer Service Customer Experience 100

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer. Be fast, stupid.

Social Media 153

Social Media Start-ups Gaming Customer Service 153

Intercom, Inc.

APRIL 8, 2021

As face-to-face consultations were no longer an option for many healthcare providers, Joel and his team dropped everything and asked themselves: what could they build to help their customers (and their customers’ patients) adapt to the new normal? So we were just both super keen to give it a good go.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Intercom, Inc.

SEPTEMBER 30, 2021

? ?. For Rebecca Egger, the CEO and co-founder of Little Otter , a mental health service designed for children, digital transformation will play a crucial role in scaling healthcare. You don’t know when issues are going to come up. We designed Little Otter to be a kind of family-first, in-your-home model. Caught your interest?

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Shep Hyken

NOVEMBER 9, 2022

Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? So, it was true!

Customer Service 65

Customer Service Customer Experience 65

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

Customer Service Life

OCTOBER 28, 2023

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Shep Hyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She was telling me that I wasn’t going to get my answer that day. She asked if she could call me back the next day so we set up a time to talk, and true to her word, she did – and she was on time. Good news on that third call. She was amazing. Next, she explained why.

Customer Loyalty 132

Customer Loyalty Customer Service 132

Shep Hyken

DECEMBER 1, 2021

Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . They also work for the company and the customer. He did a great job.

Healthcare 112

Healthcare Customer Service 112

Intercom, Inc.

NOVEMBER 12, 2020

So while these shifts in consumer behaviors may be expedited by current circumstances, many unexpected industries were already exploring how to adopt B2B strategies for B2C – without losing the personal customer relationships that are at the core of their businesses. or ‘Did you get that job?’ Learning from B2B. It’s a ritual.

Retail 221

Retail B2C B2B Manufacturing 221

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom, Inc.

JUNE 30, 2022

We recently launched Intercom Surveys , a new feature that empowers you to connect with customers wherever they are, capture valuable customer insights, and use collected data to drive more engaging, personalized customer experiences. Use the smallest sample you can that can still deliver good quality results.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Shep Hyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. . My service is so good that I stay and I pay. . No problem.

Gaming 119

Gaming Social Media Customer Experience Customer Loyalty 119

Intercom, Inc.

JULY 2, 2020

If you can maximize your team’s productivity, you can help more customers at lower costs. And it makes sense: in order to be around to support your customers well into the future, you need a solid foundation for scale. . In her own words , “When you take care of your customers, the revenue comes.”

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

Intercom

AUGUST 10, 2023

We think of innovation as something that happens behind closed doors, but what would you be able to unlock if customers felt they were part of the creative process? And when it comes to innovation in customer service, who knows about customer needs and hopes better than the customers themselves?

Customer Journey Map 96

Customer Journey Map Innovation Start-ups AI 96

InteractionMetrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Case Study Explored: Martha and Jason dissect a distribution company that sought to improve its inside sales customer service. The second is Information—did you answer their questions?

Customer Service 52

Customer Service Gaming Start-ups Customer Experience 52

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. If everyone in your team looks the same, has the same background, the same experiences, how do you expect to pick up on the biases in your work and create world-class services?

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 188

Customer Service Business Growth Customer Acquisition Start-ups 188

Intercom, Inc.

SEPTEMBER 17, 2020

Far from being a forum for toxicity, Kyum argues that their platform encourages empathy and empowerment and that, used correctly, anonymity can be a force for good. But I did get some elementary school and middle school education in the States near Washington, D.C., Short on time? operations for Blind. And she said, “Yeah.

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

SixteenVentures

SEPTEMBER 10, 2020

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that. Why did you choose not to renew your contract?”.

Start-ups 131

Start-ups Finance Customer Acquisition CRM 131

Fonolo

JULY 22, 2021

Every company needs strong customer service to set them apart from its competitors. After all, customers are more loyal to businesses that treat them with respect, kindness and that support their needs. Customer service in a contact center is especially important. Please, go on.” DID YOU KNOW?

Contact Center 152

Contact Center Customer Service Customer Loyalty Sales 152

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Net Promoter Score 188

Net Promoter Score Entertainment Customer Loyalty Healthcare 188