Futurelab

DECEMBER 27, 2023

For several decades now, we have been hearing about it – whether under the banner of CRM, or Customer Experience (CX), or Customer Centricity (CC) or… well, you know what I mean – that personalization has finally arrived. But what we are presented with is usually just a very poor imitation of personalization.

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Beyond Philosophy

OCTOBER 28, 2023

It turns out, that timing matters a lot when it comes to the decisions we make. The professor we are referring to is Professor Itamar Simonson, marketing professor at Stanford University and his research surrounding customer decision-making. Why the difference? What about new choices? Check it out here.

Customer Experience 78

Customer Experience 78

Beyond Philosophy

FEBRUARY 23, 2024

Different payment methods carry varying degrees of discomfort when used. In this episode, we explore where your customers are emotionally relative to the purchases they make and how guiding them to an improved mental accounting from your business perspective is essential. You are not imagining things.

Finance 88

Finance Technology Technology CX 88

Beyond Philosophy

OCTOBER 7, 2023

We underestimate how much time something will take and how much time we will have available for something, particularly regarding project completion. However, Daniel Kahneman and Amos Tversky explained why we do this, and we will tell you what we can do about it. We know we can’t do it right now.

Customer Experience 78

Customer Experience 78

Intercom, Inc.

MAY 25, 2022

We’re serious about delivering the best customer experience with our Engagement OS. We have truly global ambitions to bring our mission of making internet business personal to the biggest enterprise customers across the world. We want to match your ambitions. At Intercom, we aim to run less software.

Engineering 252

Engineering Technology Technology Customer Experience 252

Beyond Philosophy

JULY 13, 2023

The issue was the AI didn’t pinpoint why the customers were leaving. However, the trade-off is that it does it without making the connections about why in the data. But, unfortunately, we don’t get it; we cannot understand the context. What we need is that context, which explains why it is 42.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

Lumoa

JANUARY 3, 2023

Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-checking your data to ensure accuracy. Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them.

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. In some cases, it’s due to inertia, and distinguishing between the two is what we’ll delve into today. Did you know we have a YouTube Channel too?

Customer Loyalty 88

Customer Loyalty Management Consulting Education Customer Experience 88

Beyond Philosophy

APRIL 11, 2024

But how should you do it, and why is it important? I like how this framework allows companies to think differently about how customers use their products or services. But the Jobs to Be Done framework makes you wonder why the person using the drill wants a hole. So, if that was the job, why buy an expensive brand like Gucci?

Sales 78

Sales Customer Experience 78

Beyond Philosophy

FEBRUARY 13, 2021

Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do. In it we learn the habitual cycle of customer behavior and also how to change habits using the different parts of it. Measure the difference. Measure the difference.

Government 179

Government Management Consulting Customer Experience CX 179

Intercom, Inc.

MARCH 10, 2021

We come in, we work our magic (usually in a short space of time) and then leave again to do the same on another team. “We wonder why teams expect the work to happen faster and faster and with tighter deadlines? We essentially “drop into” a project with an unrealistic deadline, do the work anyway and then leave.

245

245

ECXO

FEBRUARY 26, 2024

But before we dive in, let’s set the stage with a bit of context. BUT WHY YOU SHOULD BE THINKING ABOUT IT? There are several reasons why you should give the right importance to Behaviour Science and keep reading this article: It allows us to tap into the subconscious mind of the customers. Isn’t that exciting?

E-commerce 106

E-commerce Sales Social Media CX 106

Beyond Philosophy

OCTOBER 14, 2023

People change their minds all the time for a lot of different reasons. Why they change their mind has a lot of influences, and understanding how a customer’s mind works can help you manage these situations to the best possible outcome. We think of ourselves as unitary, meaning the only version of ourselves.

Sales 78

Sales Customer Experience 78

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Transportation 348

Transportation Technology Technology Social Media 348

Intercom, Inc.

OCTOBER 20, 2020

One of our core values at Intercom is “We love people who genuinely want to learn and grow.”. Of course, celebrating and encouraging a growth mindset is all good and well, but how do we put in place structures and processes that actually encourage career growth? Here’s how we think about that career path.

Engineering 221

Engineering Start-ups Technology Technology 221

Intercom, Inc.

OCTOBER 6, 2020

Many of them are natural and fleeting, and we deal with them. The belief that we are a fraud, doubting our accomplishments and talents. ” I arrived at this by spending time looking at specific examples of feeling anxious or bad about something, and really digging into why I felt that way. Positive feedback is untrue.

260

260

Beyond Philosophy

AUGUST 18, 2022

Today, we discuss personality and try to correct imbalances placed on one type of personality over another. There are specific characteristics that make people different from other people, and we can group those. Extroversion: This one we already covered, but I will add some argue that this is the most dominant dimension.

Compliance 147

Compliance CX Customer Experience 147

Intercom, Inc.

JULY 13, 2021

We believe everyone performs their best when they know what’s expected of them. That’s why we’re upfront with candidates about what we look for in designers before they interview with us. That’s why we use the same criteria to hire people as we use to evaluate their performance after they join.

Scorecard 271

Scorecard Start-ups Engineering 271

Intercom, Inc.

MARCH 2, 2021

Here at Intercom, our Customer Support team deals with a wide variety of issues, and we have to be comfortable putting on different hats and answering questions related to all areas of our products. Customer: Why isn’t someone showing up when I use this filter? Understand the wider context. Don’t make assumptions.

Machine Learning 248

Machine Learning Start-ups 248

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. Think about all the customer feedback we see – tweets, reviews, comments, surveys. It’s full of insights, but only if we can effectively gather, structure, and analyze it. We know Apple’s global. Welcome to the ‘digital-everything’ era.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Beyond Philosophy

OCTOBER 19, 2023

Today, we will discuss why customers change their minds and what you can do about it. The essential theoretical insight regarding why customers change their minds is that we often think of our minds as unitary, meaning only one version of our minds. We apply different cognitive systems to making a decision.

Sales 88

Sales Education Start-ups 88

Intercom, Inc.

JULY 5, 2022

But often when I shared these designs with others to get feedback, we’d get sidetracked by seemingly small interaction design decisions when, in reality, we just had different mental models of how the system should work. For example, here’s a system design diagram that we used to design our Articles product.

Start-ups 186

Start-ups Construction Manufacturing Retail 186

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. There is another difference here, too. So, Why Do We Want Personalization?

Technology 78

Technology Technology Business Operations Customer Relationship 78

Shep Hyken

OCTOBER 12, 2022

More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why. We steer them to the phone, so we don’t need any other channels. . Customers call us, but we didn’t invent the phone.”

Social Media 138

Social Media Customer Service Customer Loyalty 138

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. Be selective on the sample and make it clear why that person’s exact feedback is important that week.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Intercom, Inc.

APRIL 22, 2021

As it turns out, he’s also quite the writer – since the last time we spoke , he has published not one but two books on engineering. Different companies have different kinds of needs as they grow, and so the role of a staff engineer can take different forms. They likely don’t have all the answers. Solving the puzzle.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom, Inc.

FEBRUARY 25, 2021

Bobby Stapleton , our Senior Manager of Customer Support for North America, recently caught up with Annette to chat about getting to know the customer and why personas and journey mapping are the perfect tools to do it. We have to talk to customers. We need to go talk to customers, so we can say, ‘We know who our customers are’”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Intercom, Inc.

JANUARY 12, 2022

That stereotypical image of a room teeming with monitors and elaborate dashboards where all the decisions are made isn’t real, and it’s high time we move away from it. This week, we had the pleasure of chatting with Benn about the modern data stack and how data can – and more importantly, should – be used to drive growth.

Start-ups 151

Start-ups Sales Gaming Transportation 151

Intercom, Inc.

JANUARY 5, 2021

At Intercom, we believe product managers (PMs) should focus on problems , not solutions. A problem statement should always contain three pieces of information: the outcome that the customer wants, why they want that outcome, and problems with the status quo. 2: Why they want that outcome. 1: The outcome the customer wants.

Transportation 279

Transportation Start-ups Finance 279

C3Centricity

JANUARY 16, 2024

As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX. But there is a big difference between talking about putting the customer first and doing so. And anyway, why wouldn’t you? Why Traditional CX is Letting You Down Without You Even Knowing It!

Customer Experience 90

Customer Experience CX Touchpoint Customer Service 90

Intercom, Inc.

AUGUST 28, 2020

Teammates can take on work with little understanding of why it matters, and ultimately, the team suffers. If a manager doesn’t know what they care about and why, how can they expect the team to care? I also didn’t know why I had become an EM specifically as opposed to a tech lead or some other IC leadership role.

Engineering 222

Engineering Start-ups 222

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future. When we have to do something very soon, we are less likely to fall victim to it. We realize we would need to carve out time to make this happen.

Healthcare 88

Healthcare Engineering Start-ups Sales 88

Intercom, Inc.

JUNE 2, 2021

At Intercom, we start with the problem. We start every project with a problem statement that answers these questions: . Why do they want it? . By failing to acknowledge the differences early, teams risk misallocating their focus and energy when solving problems, investing too much or too little in each one. “ Investment

Innovation 251

Innovation Start-ups Omnichannel NPS 251

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. Retail is Back, But Different. Half an hour later, Nautica texted me, “We’ve seen that you’ve been on our website. Why not check this item at 70% off?” Almost Perfect.

Retail 160

Retail Artificial Intelligence AI Start-ups 160

Beyond Philosophy

SEPTEMBER 2, 2023

We are very judgmental, particularly when it comes to prices. We can always tell whether something is a good or bad deal. The fact that some of the ways we do this are not as accurate as others doesn’t even occur to us. However, some choose a different tack, which doesn’t always make it easy to compare.

Retail 78

Retail Start-ups Customer Experience 78

The Squawk Point

APRIL 1, 2024

We confuse variation in the system for variation between people. Why would anybody share the “ best way ”, go that bit further for a customer, or help their coworker if it hits them in the wallet? Everybody is different. People bring different skills, abilities, insights and perspectives to a job.

Sports 64

Sports 64

Customer Think

MARCH 27, 2024

This is why we differentiate between “pain” and a Critical Business Issue. It’s also the difference between an opportunity that results in a No Decision outcome vs moves forward with a purchase! People (and prospects) are often […]

Sales 52

Sales 52