Bill Quiseng

MARCH 20, 2024

Today, I want to tell you my real-life customer experience story. Now that I am older and wiser, especially given this incident, I advocate this: QUI QUOTE: Whatever your title or position, be a servant leader who will CARE for people first. Instead of asking your people, “What can you do for me and my business?”,

Hospitality 97

Hospitality Hospitality Social Media CX 97

Bill Quiseng

OCTOBER 26, 2020

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. Your competitors are doing the exact same thing which means what you are doing is average, heightened like everyone else, but still average.

Hospitality 183

Hospitality Hospitality Customer Survey Customer Service 183

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?”. To succeed, you need to reverse your marketing.

Start-ups 223

Start-ups Customer Satisfaction B2B Technology 223

CX Accelerator

MAY 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? What roles would they play? The exercise above might seem silly.

Contact Center 160

Contact Center Start-ups NPS Education 160

Beyond Philosophy

DECEMBER 2, 2023

” However, sayings are more useful when they can spur action. Perhaps most importantly, we implore organizations to remember that AI doesn’t replace your employees; it enhances what they can do for customers. Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? That was the fantasy.

AI 143

AI Customer Experience Management Consulting Education 143

SurveySensum

DECEMBER 8, 2023

This type of video marketing does not only capture the attention of your customers but also forge a deeper, more meaningful connection that can lead to increased loyalty, brand advocacy– and, ultimately, long-term success. Crafting videos that truly resonate with your audience requires a thoughtful approach and careful planning.

Sentiment Analysis 59

Sentiment Analysis Customer Feedback Actionable Insights Touchpoint 59

Inside Customer Service

APRIL 15, 2021

I know your webinar is about to start," she said. Here's how to help your team develop empathy super powers. Empathy means understanding the negative emotions your customer is experiencing and taking action to help them feel better. Customer service managers tell me empathy is the top skill they hire for.

Legal 250

Legal Customer Service 250

Intercom, Inc.

OCTOBER 21, 2020

The feelings customers take away from an experience with your company are far more important than any “response time” metric. The feelings customers take away from an experience with your company are far more important than any “response time” metric. Define how your article helps users. Experience your users’ struggles.

Start-ups 211

Start-ups Sales Customer Experience 211

ECXO

APRIL 7, 2024

It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions. The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus.

AI 108

AI CX Artificial Intelligence Predictive Analytics 108

Beyond Philosophy

FEBRUARY 22, 2024

Maybe organizations think, “Well, if your mother didn’t teach you this, then far be it from me to start now.” Knowing what you stand for and where your boundaries are is essential. Moreover, you must know these before a difficult situation tests them or you decide where drawing upon your ethics is necessary.

Start-ups 78

Start-ups Education Sales Customer Experience 78

Fonolo

AUGUST 3, 2021

You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). What is a call center report?

Contact Center 142

Contact Center Net Promoter Score Start-ups Customer Satisfaction 142

Intercom, Inc.

MARCH 25, 2021

What will your legacy be? Your leadership style, the way you conduct your business, even the kind of person you are, year after year, will define how you’ll be remembered. This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. The lesson? The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. Then, you will be the first among your competitors. It’s action. Customers want action, not excuses. Be GREAT out there!

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

Bill Quiseng

MAY 18, 2022

In his book, The Revelation Conversation, Steve Curtin will tell you. But he doesn’t expect you to train your people. In the end, training instructs your people on how to TAKE CARE of the customer. He recommends that you educate your people. Your education gives you the how, what, and WHY Of customer service.

Education 88

Education Customer Service Customer Experience 88

Intercom, Inc.

AUGUST 25, 2020

Especially for these bigger understanding gaps, you’ll need to design conceptual frameworks and systems that work for your users. Then define and document the parameters of your cooperative conversational experience – you can use something like the following “job story” formula. But what makes software conversational?

Legal 290

Legal Start-ups Engineering AI 290

Fonolo

JANUARY 31, 2023

A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily. What is Call Center Training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Beyond Philosophy

JULY 3, 2021

It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. Key Ideas to Improve your Customer Experience.

Customer Experience 109

Customer Experience Management Consulting Customer Expectations CX 109

Intercom, Inc.

SEPTEMBER 9, 2022

In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer. You can follow on iTunes , Spotify , YouTube or grab the RSS feed in your player of choice. AI has been quite overhyped in the past. The hype strikes back.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Shep Hyken

JUNE 25, 2021

One of the stories that Troy shared resonated with me because it’s exactly the kind of thing that I talk about when it comes to driving lasting change: leaders can’t just talk the talk; they must walk the walk. . The story goes something like this. . Tell the change story. How do leaders drive (lasting) change? .

Sports 102

Sports VOC Voice of the Customer CX 102

Intercom, Inc.

FEBRUARY 2, 2022

We can all relate to anticipation of an upcoming film – from the announcement that your favorite book is becoming a screenplay, to the cast of the latest James Bond. That means acknowledging the needs of your audience or customers, and the ways this work will impact them – both positively and negatively.

Social Media 220

Social Media Finance Sales 220

Experience Investigators

MARCH 7, 2023

Better Customer Journeys Require Improving Your Customer Intelligence With Operational & Experiential Data In an ideal world, customer experience would be built, improved, reviewed, and evolved based on real-time intelligence. Yet these metrics on their own don’t provide the insight and directive to take real action.

Net Promoter Score 98

Net Promoter Score Touchpoint NPS Customer Satisfaction 98

Beyond Philosophy

SEPTEMBER 10, 2020

Your love for the team makes them the best, and your “hope springs eternal” that this year will be their year. Our conversation from the airport led to him telling me how environmentally-friendly he was. We discussed this phenomenon in a recent podcast and how we all do this. Or they do in my mind anyway. .

Start-ups 182

Start-ups Sports CX Customer Experience 182

Experience Investigators

APRIL 13, 2021

Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. When we conduct customer interviews on behalf of our clients at Experience Investigators, we don’t aim to have a statistically significant group but rather a few representatives to tell the customer’s story.

Customer Journey Map 105

Customer Journey Map CX Start-ups Close the Loop 105

Lumoa

JUNE 2, 2022

Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple channels to collect mass feedback. At Lumoa, our goal is to look at customer feedback to tell companies what to do next to grow their organizations.

Customer Feedback 83

Customer Feedback Sentiment Analysis Touchpoint Start-ups 83

Beyond Philosophy

SEPTEMBER 8, 2022

Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. However, having that clarity drives the actions that follow throughout the rest of the project, she says. My best was with Maersk Line, the largest shipping container company in the world.

Customer Experience 97

Customer Experience Net Promoter Score Innovation NPS 97

Doing CX Right

AUGUST 12, 2020

I tell you this because there are many relationship lessons I’ve learned over the years and want to inspire you to enrich connections with your partner, friends, colleagues, and customers too. Their actions impact customer experiences and ultimately brand loyalty. 10 WAYS TO ENHANCE YOUR RELATIONSHIPS. Be forgiving.

Gaming 105

Gaming CX Customer Experience 105

Uniphore

OCTOBER 8, 2021

By Annie Weckesser, CMO + People at Uniphore Company Culture Makes the Difference The business landscape is littered with companies that have a great idea and great products or they have strong funding and a pedigreed leadership team… and yet, they don’t achieve broad success or worse, they fail. Chris is an accomplished author and storyteller.

Gaming 100

Gaming Business Growth Innovation Customer Service 100

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. Outside In: The Power of Putting Customers at the Center of Your Business”.

Customer Experience 117

Customer Experience Retail Gaming B2C 117

Zendesk

FEBRUARY 7, 2022

You also need to interpret that data to form insights and take action. You also need to interpret that data to form insights and take action. Data analysis helps you discover how consumers use your product or service to solve problems; it also reveals the roadblocks they face on the customer journey. What is customer analytics?

Predictive Analytics 98

Predictive Analytics Social Media Net Promoter Score NPS 98

Inside Customer Service

SEPTEMBER 2, 2021

1 Anecdotes Stories can be powerful ways to communicate ideas, but they can also be misleading. These stories were reassuring, and the CEO rebuffed attempts to find more data about service quality. Lesson: Make sure data is applicable to your situation before using it. #3 Staffing decisions were centralized.

Customer Service 148

Customer Service Retail Sales Start-ups 148

Beyond Philosophy

SEPTEMBER 5, 2020

Many sports fans will tell you their team is the best. rationalizing our actions). Other times we change our recollection of the story to line up better in our heads with what we believe. Why What We Believe Is Sometimes Just Wrong! However, only one of the sports teams wins the championship and is definitively the best.

Sports 114

Sports Customer Experience CX 114

Intercom, Inc.

MAY 26, 2021

Your values shouldn’t be truisms – they should describe the things that make your company special and unique. . A North Star tells you where you want to go but it doesn’t tell you what to do to get there or how to do it. What you do to get there is your strategy. and put down on paper who we are.

Start-ups 138

Start-ups Engineering Sales Customer Feedback 138

Fonolo

JANUARY 27, 2022

Finding your next great call center agent — someone who will help your contact center succeed— is no easy feat. Our Best Call Center Interview Questions Are: Tell me about yourself. How would your previous team/manager describe you? Why are you leaving your current role? What do you like to do for fun?

Contact Center 75

Contact Center Construction Customer Service Start-ups 75

Beyond Philosophy

JANUARY 23, 2021

In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. While that makes an interesting story, it isn’t the typical result of making a small change. Key Ideas to Improve your Customer Experience. Please tell us how we are doing!

Customer Experience 88

Customer Experience Management Consulting CX 88

Fonolo

NOVEMBER 18, 2021

Maybe it was an hour-long wait on hold with your cell service provider. You might gush about your experience and recommend their services to a friend. Calculating your net promoter score is easy. Or maybe you ordered a defective product and didn’t get proper customer support. What is Net Promoter Score? How to Calculate NPS.

Net Promoter Score 87

Net Promoter Score NPS Contact Center Construction 87

Intercom, Inc.

JUNE 4, 2020

To our friends in the Black community, we stand with you, and will never tolerate your mistreatment. The police don’t change : Police chiefs may have condemned the killing of George Floyd, but the actions of their officers since show that nothing’s shifted. — Intercom (@intercom) June 2, 2020. Current reflections.

Education 160

Education Start-ups 160

Intercom, Inc.

JUNE 27, 2018

Whether you’re at an early stage startup contemplating life after the TechCrunch bump, or a more mature business with many millions in ARR, your company’s survival depends on finding a sustainable answer. You’ll learn: How to pinpoint your product’s magic moment – and ensure users experience it as quickly as possible.

Customer Acquisition 157

Customer Acquisition Customer Retention Sales 157