CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

CX 182

CX Customer-Centric Organization Construction Contact Center 182

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Natural companies are the opposite; they are “naturally” focused on the customer.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer-Centric Organization 62

Customer-Centric Organization VOC CX Customer Loyalty 62

Shep Hyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . Top Takeaways:    . Customers pay the bills. Without customers, there is no company.

Legal 104

Legal Healthcare Innovation Customer Experience 104

Shep Hyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Listen to your employees, too, not just your customers.

Healthcare 111

Healthcare Customer-Centric Organization VOC Voice of the Customer 111

CX Accelerator

OCTOBER 3, 2019

What does this say about that company? What about the way the company treats its customers? Create a CX journey for your employees The best success with onboarding happens with careful planning and thought about the steps required for new employees to be successful. Here are 7 tips things we came up with: 1.

CX 296

CX Voice of the Customer Start-ups Contact Center 296

Intercom, Inc.

MARCH 28, 2022

How do you set your business up for consistent, continuous growth? It’s the million dollar question that businesses face every day. Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward. The answer is yes – it’s both. Here’s what you need to know.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Customers, too, expect more and will put their money where their values are. Customers, too, expect more and will put their money where their values are.

Customer Loyalty 237

Customer Loyalty Social Media Gaming Customer Relationship 237

Inside Customer Service

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. Their enthusiasm made it far easier to connect with customers and assist them. You might not work for an iconic brand like Dr. Martens , but you can still turn your employees into brand evangelists. Scratch that. Aren't those great?"

Retail 261

Retail Social Media Finance Sales 261

Shep Hyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

CX 103

CX Customer Service Sales Customer Experience 103

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for your support team to address. Instead of deflecting conversations, your team can prevent common issues from occurring in the first place.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Intercom, Inc.

JUNE 22, 2021

Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs ”. Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs. Create consistent, customer-centric experiences.

Technology 233

Technology Technology Sales Customer Expectations 233

Intercom, Inc.

OCTOBER 26, 2021

Many leads’ first meaningful interaction with your business will be a conversation with a salesperson – you have to carefully consider what kind of experience you want that to be, and who will be delivering it. At Intercom, we think a lot about our values – what they are, when they apply, and how they show up across our teams each day.

Sales 160

Sales Start-ups Touchpoint Education 160

Steven Van Belleghem

NOVEMBER 7, 2021

The most crucial part of enabling customer centric behavior is creating a safe environment for your employees. If you want them to act in a customer centric way, they will need to be able to solve problems or offer customer advice in a fast and smooth manner. Create a safe space. Define boundaries.

CX 113

CX Customer Service 113

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. For starters, get to know your employees.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Steven Van Belleghem

OCTOBER 18, 2023

The wrong priorities ‘Before we start with the customer experience part, I want to give you a quick update on our financial results and how far we deviate from our targets,’ the CEO goes on and on overwhelming employees with 10 minutes of tables, graphs, red and green numbers and arrows pointing hither and yon.

Start-ups 57

Start-ups CX Innovation Customer Experience 57

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

NPS 157

NPS Touchpoint Construction Sentiment Analysis 157

ECXO

AUGUST 9, 2023

But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture.

Touchpoint 98

Touchpoint CX Innovation Start-ups 98

CX Accelerator

OCTOBER 3, 2019

What does this say about that company? What about the way the company treats its customers? Create a CX journey for your employees. The best success with onboarding happens with careful planning and thought about the steps required for new employees to be successful. Here are 7 tips things we came up with: 1.

CX 182

CX Voice of the Customer Start-ups Contact Center 182

CX Accelerator

OCTOBER 3, 2019

What does this say about that company? What about the way the company treats its customers? Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Here are 7 tips things we came up with: ,,, 1.

CX 182

CX Voice of the Customer Start-ups Contact Center 182

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. If you do, you are in the minority.

Customer Acquisition 174

Customer Acquisition Start-ups Transportation Sports 174

Beyond Philosophy

JULY 27, 2023

In other words, be genuine in your thoughts and actions. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Now, this question is absurd. The answer to that last question is, it depends. So, what about AI? Now, it seems simple. It cannot be authentic.

Business Growth 78

Business Growth AI Start-ups 78

Shep Hyken

JULY 27, 2021

Choose Your Customers. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways: Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. Not all customers will bring more profit to your bottom line.

Customer Service 88

Customer Service 88

Shep Hyken

NOVEMBER 1, 2022

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms.

Social Media 98

Social Media CX Customer Service Sales 98

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. I hold nothing back.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

SurveySensum

OCTOBER 20, 2023

Have you ever wondered how the most successful SaaS products continue to thrive and meet the ever-evolving customer needs? To answer this, we explore three key questions that product developers commonly face: How do they know what users really want? These questions hold the key to elevating your product’s success.

Close the Loop 52

Close the Loop Social Media Customer Retention Text Analytics 52

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 52

Customer Service Omnichannel Social Media AI 52

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. It’s your most powerful competitive tool. Everything they do is built around their customers. In other words, they are truly customer-centric. Let’s continue.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

CX 129

CX Customer Experience Education Machine Learning 129

Kerry Bodine

DECEMBER 30, 2020

Because as it turns out, customer experience is even more important during a pandemic than it ever was before. I hope these posts inspire your own work during the year ahead! Number 9: 5 Steps To Mapping The Customer Journey. Consider this your high-level roadmap for developing journey maps and using them to drive action.

Customer Experience 90

Customer Experience Customer Journey Map Touchpoint Start-ups 90

Shep Hyken

MAY 24, 2022

Bridging the Gap between Company Culture and Customer Service. Investing in Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He uses company?culture New York Times ?bestselling

Hospitality 65

Hospitality Hospitality Customer Service Customer Experience Management 65

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. How we think influences how we behave, especially as customers.

CX 153

CX Start-ups Education Customer Experience 153

Intercom

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Is your tech stack ready?

E-commerce 124

E-commerce Social Media Engineering Start-ups 124

Steven Van Belleghem

FEBRUARY 24, 2021

Founded in 2008, Behind the Brand with Bryan Elliott is a show about innovators, entrepreneurs and the stories behind their success. Though this channel has a broader scope than mere CX, you’ll find many talks there with top marketing gurus like Gary Vaynerchuck, Brian Solis and Seth Godin. Behind the brand. Simon Sinek.

CX 98

CX Customer Experience Social Media Innovation 98