Intercom, Inc.

JUNE 30, 2022

Long story short, they didn’t work at all, so I got permission from the revenue to go and observe the systems in use, and it turned out, for example, one of the systems was in use for processing forms that were, broadly speaking, filled in by retired people with very low incomes. .” Oppenheim’s book.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Inside Customer Service

AUGUST 10, 2023

Ask them to tell you a story. Listen carefully for the main idea of the story and why you think it might be important to the storyteller. At the end of the story, give the storyteller a recap of what you heard. It was a cold winter and our cabin was fully booked with guests. You can read the rest of the story here.

Customer Service 199

Customer Service Start-ups 199

Intercom, Inc.

APRIL 1, 2021

We need to address these historical gaps to get the full story. To correct for the systemic gender and race bias and ensure a better representation of everyone’s experiences, they’re encouraging otherwise unheard voices to speak up and write their stories – namely women and Black people. Who tells your story?

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Intercom, Inc.

APRIL 17, 2018

It was also long before the concept of collaborative selling, so the book features some questionable sales advice that wouldn’t fly today e.g. concealing the price, the value of intimidation, shock tactics etc. Could you say that about sales messages you write to prospects who visit your site? Write passionately and edit logically.

Sales 165

Sales Non-Profits Start-ups 165

Intercom, Inc.

AUGUST 22, 2019

I used to write books for IBM. You’ll find content design teams made up of people from technical writing backgrounds like me but also from design, from marketing, from journalism, from information architecture and from so many other disciplines. You, as the army of one, probably can’t be successful writing everything.

Start-ups 209

Start-ups Engineering Entertainment Innovation 209

Inside Customer Service

DECEMBER 2, 2021

In other words, brand evangelists love you so much that they create more customers by sharing your story. I probably write too much about the outdoor gear retailer REI , but there's a reason for it. Armstrong Garden Centers is profiled in the book, The Guaranteed Customer Experience. That's an employee brand evangelist!

Retail 261

Retail Social Media Finance Sales 261

Intercom, Inc.

AUGUST 25, 2020

Then define and document the parameters of your cooperative conversational experience – you can use something like the following “job story” formula. To uplevel the nitty-gritty of your UX writing craft, turn to any number of excellent UX writing books. We’re in dialogue about [explicit or implicit user signal].

Legal 290

Legal Start-ups Engineering AI 290

Steven Van Belleghem

APRIL 20, 2021

Invent and Wander: The Collected Writings of Jeff Bezos – Walter Isaacson and Jeff Bezos. Which is why the collected writings of Jeff Bezos – from his unique annual shareholder letters to numerous speeches and interviews – that gather his core principles and philosophy are a gold mine for CX leaders.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. The most magical place on earth” didn’t get that way by accident.

Customer Experience 117

Customer Experience Retail Gaming B2C 117

Intercom

FEBRUARY 16, 2023

I spend a lot of time writing – I’m working on a second book – and a lot of time speaking and mentoring. Today, we’re going to be talking about this fabulous book that you’ve written, The Metail Economy: Six Strategies for Transforming Your Business to Thrive in the Me-Centric Consumer Revolution.

Retail 105

Retail E-commerce Artificial Intelligence Start-ups 105

Intercom, Inc.

JUNE 26, 2019

Writing a good talk involves three key stages: before writing , while writing and after writing , each with their own important steps. I break these stages down into 10 key areas: Before writing. While writing. After writing. Before you write your talk. As you write your talk.

Education 215

Education Start-ups Engineering 215

Beyond Philosophy

JULY 3, 2021

Here are a few key moments in the discussion: 03:20 Ryan shares a story about his friend and her troubles with a trampoline installation. 12:22 Colin shares a story where a hotel saw their airport shuttle service like it was a favor and he saw it as a failed part of their experience, and why that happens.

Customer Experience 109

Customer Experience Management Consulting Customer Expectations CX 109

Intercom, Inc.

MARCH 25, 2021

In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. “I watched him take care of people and he became a part of the story of people’s lives, so much so that when he retired, a line of people three-blocks long stood to say goodbye to him.

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

AUGUST 15, 2019

Jeff is the author of Lean UX (which teaches how to rapidly experiment with design ideas) and the co-owner of Sense & Respond Press , a publisher of short, actionable books for busy leaders. I was writing specifications documents. I met Josh Seiden, who became my coauthor, and the book did really well.

Start-ups 179

Start-ups Innovation Engineering Retail 179

Kerry Bodine

JANUARY 23, 2021

Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. As I packed, I tucked Tony’s book into my carry on — and then, on the flight home, devoured it cover to cover. But it wasn’t his life story that entranced me. And 2) I would write a book to inspire others, as Tony had inspired me.

Retail 71

Retail Customer Experience 71

Beyond Philosophy

AUGUST 13, 2022

Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? Follow Colin on LinkedIn and Twitter. How can we help?

Management Consulting 88

Management Consulting Start-ups Customer Experience CX 88

Intercom, Inc.

MARCH 21, 2018

No matter how good your product is, if you can’t tell a cohesive, compelling story about it, you’re going to have a very hard time getting people’s attention when you actually do take it to market. Our approach to crafting a story begins with asking “Why?”. This story starts long before you’ve designed or coded anything.

Start-ups 223

Start-ups Customer Satisfaction B2B Technology 223

Intercom, Inc.

SEPTEMBER 15, 2021

The book aims to help companies apply category design to open new markets and create new demand. Kevin has written and co-authored books such as Unscaled: How AI and a New Generation of Upstarts Are Creating the Economy of the Future , The Maverick and His Machine: Thomas Watson Sr. and the Making of IBM , and The Two-Second Advantage.

Sports 205

Sports Start-ups CXM Innovation 205

Beyond Philosophy

FEBRUARY 13, 2021

Years ago, I read the Charles Duhigg’s book, The Power of Habit, and have been obsessed with habits ever since. 09:37 We share a story about how Delta understood my trigger at the airport, and got me to change my habits using that information, and why it worked. Follow Colin on Linkedin and Twitter.

Government 179

Government Management Consulting Customer Experience CX 179

Steven Van Belleghem

NOVEMBER 8, 2020

What is the book about? Why did I decide to write a technological thriller? It was actually in 2017 that I first wrote that I wanted to write a thriller. There is another reason why I decided to write this particular story. For me personally, that has also been a great motivation to write this story.

Start-ups 52

Start-ups Technology Technology Sales 52

Beyond Philosophy

JULY 23, 2022

The Long Tail strategy is particularly applicable to content, like books or television shows, but it likely has applications in many other business verticals as well. However, since the other three parts of the original five-part story arc were never made, it hangs there in the Netflix Original inventory unresolved, forever.

Management Consulting 97

Management Consulting Customer Experience CX 97

Intercom, Inc.

APRIL 6, 2018

It also gives features more depth by placing each of them in context, thereby setting up the building blocks for your story. Reframing features in terms of the problem they solve and the value they create doesn’t in itself constitute a story. A story that includes all the key messages that you derived from your roadmap.

Construction 222

Construction Start-ups Sales 222

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. While that makes an interesting story, it isn’t the typical result of making a small change.

Customer Experience 88

Customer Experience Management Consulting CX 88

ECXO

FEBRUARY 26, 2024

And this led me to write this article. ” to create a sense of urgency and encourage immediate booking. The Power of Storytelling Humans have been telling stories for as long as we’ve been around. Because people remember stories better than they remember most things. This is the principle of social proof.

E-commerce 115

E-commerce Sales Social Media CX 115

Beyond Philosophy

JULY 31, 2017

There’s a growing crop of programs that teach you to tell stories in your own business. I’ve long said that businesses focus way too much on data, numbers and processes and not nearly enough on telling an engaging story that customers and employees can connect with. Stories are memorable. Telling Stories to Get a Point Across.

Entertainment 125

Entertainment Gaming Start-ups Customer Experience 125

Intercom

MAY 4, 2023

Micah Solomon is a seasoned customer service consultant, speaker, and author of books such as Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization and High-Tech, High Touch Customer Service. “I decided I needed to reinvent myself” Micah: Okay, there are two stories to that.

Customer Service 52

Customer Service Start-ups Hospitality Hospitality 52

Beyond Philosophy

SEPTEMBER 18, 2021

” Our guest Shep Hyken, author, speaker, and thought leader for the Customer Experience movement joins us to answer that question with material from his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again. If you want to learn more about the book, please visit Hyken.com.

Management Consulting 68

Management Consulting Customer Experience CX 68

CSAT.AI

MAY 5, 2022

Customer: I want to book a reservation Bad Bot: Sorry. In many cases these options increased CSAT, but that isn’t the whole story. Check out There is a Bot for That for bots that can help you write a book, find a job and even swear at you. #$&! Bad Bot: Hi, how can I help you? I don’t understand that. through 2028.

Customer Service 88

Customer Service AI CX Customer Expectations 88

Intercom, Inc.

JUNE 1, 2018

The most important tasks for any early stage startup are to write code and talk to users. and the answer I give is always the same: the same place we found the time for writing code, designing our product, raising capital, etc. There’s a great story in Dr. Seuss’ “The 500 Hats of Bartholomew Cubbins.”

Start-ups 201

Start-ups Social Media Gaming Technology 201

Beyond Philosophy

FEBRUARY 26, 2022

There is a famous story that as Julius Caesar crossed it with his army, he said,”Alea iacta est”, which means “Now the die is cast” for those of us a little rusty on the Latin. This story is more than a Roman history lesson. We will be giving away books and other things this month. How can we help?

Management Consulting 78

Management Consulting Customer Experience CX 78

Zendesk

JANUARY 20, 2021

The Introvert’s Edge to Networking , published January 2021, is not—as some of us might wish—a book about how to network effectively without talking to strangers. When you speak about something you really care about,” Pollard writes, “you can’t help speaking with passion and excitement.”. Telling your story.

Real Estate 52

Real Estate Sales Customer Service 52

Beyond Philosophy

SEPTEMBER 10, 2022

What he found there became a book. Dobrev’s book uses the responses from nearly 20,000 customers from 24 organizations within nine industry sectors, including healthcare, finance, telecoms, utilities, and others. 20:19 We hear a story of how a closer look at what people really want helped move the ball for the YMCA gyms.

Finance 68

Finance Healthcare Management Consulting Start-ups 68

Shep Hyken

NOVEMBER 22, 2021

When he writes, I read. I wrote about this in my book The Amazement Revolution almost ten years ago when I featured The Container Store and how they hire some of its best customers. 17 Customer Service Horror Stories That Prove The Customer Is — In Fact — Sometimes Wrong by Allie Hayes. When he talks, I listen.

Customer Service 81

Customer Service E-commerce Retail CX 81

Intercom, Inc.

AUGUST 20, 2020

Both her book Resonate: For Anyone Who Wants to Build an Audience and her documentary short Attention for Sale offer insights into how we are changed by ubiquitous technology, both individually and collectively – social media has transformed how we engage with one another, and that widespread, constant engagement is harming our focus.

Technology 243

Technology Technology Social Media Start-ups 243

Intercom, Inc.

MARCH 12, 2020

These are just a few of the ideas Shep Hyken covers in his newly updated book, The Cult of the Customer. Shep’s book covers five “cults” : uncertainty, alignment, experience, ownership, amazement. And when I went to the bookstore and looked for something to speak, I was drawn toward customer service books.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Myra Golden Media

JANUARY 2, 2018

Scroll on down if my book list doesn’t interest you. I read hardbacks, love nestling up with my Kindle, and I also listen to a lot of Audible books. In fact, I had to slip a bookmark in my current read just to write this post for you. As a Happy New Year gift to you, I’m sharing four of my favorite books from 2017.

Customer Service 48

Customer Service Customer Experience 48

CX Journey

DECEMBER 11, 2018

I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I read the first two books on cross-country travel last week, with time to spare for chatting with my seatmates. (In Image courtesy of Pixabay What's in your library?

Start-ups 60

Start-ups Customer Experience 60