Intercom, Inc.

MARCH 17, 2021

Jean-Bernard Baptiste is a Senior Manager of Customer Support at HubSpot , a platform built to enable business growth across marketing, sales, and customer service. The customer is at the heart of everything we do and every decision we make,” he says, “We always start with the customer first.

Business Growth 138

Business Growth Customer Experience Start-ups Social Media 138

Fonolo

SEPTEMBER 9, 2021

Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth. Customer service: then vs. now. It's 100% free, we promise.).

Business Growth 108

Business Growth Customer Service Customer Satisfaction Customer Loyalty 108

Intercom, Inc.

JULY 28, 2020

Efficiency meant deflecting customer interactions through impersonal forms and “do not reply” emails. Monumental shifts in customer expectations over the last few years mean we can no longer choose between personal experiences and efficiency. Customers now expect both. Customers expect conversational experiences.

Start-ups 290

Start-ups Customer Expectations Business Growth Customer Relationship 290

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The list below outlines shapers of ease-of-work and ease-of-doing-business — outside-in thinking infused in your business processes, policies and motives.

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. SaaS Customer Success Tool.

Business Growth 71

Business Growth CRM Social Media Sales 71

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. But thats easier said than done.

CX 116

CX Customer Experience Net Promoter Score NPS 116

ECXO

JULY 26, 2023

Brands have unprecedented access to customer data and digital footprints. In our always-on world, customers expect businesses to do something with this knowledge that’s in their interests. This is at odds with customer expectations. As we mentioned earlier, customers know the value of their data.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Fonolo

SEPTEMBER 14, 2021

In fact, customer service is now seen as one of the main growth drivers for businesses, alongside sales and marketing. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth. Set clearly defined customer service goals. It's 100% free, we promise.).

Customer Service 142

Customer Service Business Growth Customer Feedback Customer Satisfaction 142

SurveySensum

JUNE 24, 2023

In simple terms, it is all about how happy customers are with your product or service, or the overall experience they had with your company. It measures how well a company meets or exceeds customer expectations and fulfills their needs and desires.

Customer Satisfaction 52

Customer Satisfaction Business Growth Net Promoter Score Text Analytics 52

Win the Customer

DECEMBER 21, 2024

The modern customer expects personalized, seamless, and proactive experiences. As a product manager, you’re tasked with delivering on these expectations while navigating the complexities of a rapidly evolving technological landscape. I hope this blog post is helpful!

AI 59

AI Artificial Intelligence Social Media Machine Learning 59

Ameyo Callversations

MAY 4, 2022

Builds trust and reliability: When customers contact a business, they expect a prompt response. This helps improve customer expectations and experience, which often translates into more conversions and upsells. A reliable customer contact center also enhances customer loyalty and builds trust.

Business Growth 52

Business Growth Contact Center Artificial Intelligence ML 52

Intercom, Inc.

OCTOBER 22, 2020

And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

ECXO

APRIL 29, 2024

Imagine a single solution, a magical tool, a secret sauce, that can solve all the challenges related to customer experience in one fell swoop. A solution that can turn every customer interaction into a delightful experience, foster brand loyalty, and ultimately drive business growth.

CX 283

CX Innovation Machine Learning Technology 283

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. This foresight transforms customer success strategies from reactive to proactive, ensuring sustainable business growth.

AI 62

AI Gaming Actionable Insights Sales 62

Intercom

JANUARY 20, 2025

The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology.

Customer Service 91

Customer Service Compliance AI Education 91

Fonolo

OCTOBER 7, 2021

Technology limits posed obstacles to business growth for 25.7% When dealing with customer data, security plays a critical part in the contact center space. It’s more important now than ever for contact center leaders to invest in security to protect customer and company data. High customer expectations.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

ECXO

MARCH 21, 2023

Overall, by placing an emphasis on design and incorporating it into all aspects of the organisation, businesses can create products and services that generate adoption and growth and provide a positive and more adoptable customer experience. Do this, and you are starting your readiness to become a more mature CX company!

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

SugarCRM

APRIL 14, 2022

It starts with removing blind spots: understanding what your customers want and predicting what they need next. It continues with a focus on eliminating busy work—making it easier for customers to engage, and empowering employees to create the experiences customers expect.

Business Growth 48

Business Growth Artificial Intelligence ML CRM 48

Intercom, Inc.

AUGUST 13, 2020

Our Senior Managing Editor Fiona Lee sat down with Yoli to learn exactly how embracing a conversational mindset has accelerated the company’s growth. This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Listen to the full episode above or get Yoli’s key takeaways below.

Social Media 209

Social Media AI Sales B2B 209

C3Centricity

FEBRUARY 13, 2024

The Custometrs’ Need for Continuous Improvement The only constant in business today is change! And customers expect businesses to be constantly adapting and preparing for their future needs. Indeed, a survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations.

Social Media 118

Social Media Customer Feedback Innovation Customer Satisfaction 118

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. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Uniphore

NOVEMBER 18, 2021

However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly? feel is invaluable to business growth. Improve product roadmaps:?Information

CX 162

CX Artificial Intelligence AI Business Growth 162

Experience Investigators

FEBRUARY 18, 2025

Memorable, meaningful customer experiences turn typical transactions into impactful moments that build customer loyalty and help you continually innovate and reach more people effectively. However, many business leaders think of CX as a cost center for their organizations. Lets flip the script!

Customer Experience 52

Customer Experience Non-Profits CX Education 52

Execs In The Know

AUGUST 27, 2024

What’s driving this downward trend in customer satisfaction? Are brands failing to meet evolving customer expectations, or is there a deeper issue at play? Today’s consumers have experienced firsthand the innovative approaches of leading brands, setting a new benchmark for all businesses. set in 2017.

CX 105

CX AI Contact Center Machine Learning 105

Hodusoft

DECEMBER 26, 2024

A study conducted by Microsoft found that 66 percent of customers use at least three different communication channels to contact customer service. Another research by Twilio revealed that 91 percent of customers expect omnichannel communication from organizations. Read on and thank us later!

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

MyCustomer Experience

APRIL 11, 2022

WThere’s a direct correlation between excellent customer service and business growth. We’ve seen in the last year how customer expectations. 11th Apr 2022. By Artur Nowakowski Chief Technology Officer.

Business Growth 75

Business Growth CX Customer Expectations Technology 75

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Intercom

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. As a result, companies need to understand their customers and deliver to their high standards if they want to stay competitive. The customer support landscape has changed for good.

Customer Relationship 130

Customer Relationship Business Growth Customer Expectations Start-ups 130

Fonolo

OCTOBER 15, 2020

Think your customers will wait around for your outdated website or app to load? Your millennials and Gen Z customers are known for their high expectations when it comes to technology. Business growth in 2020 is driven by reducing friction in the customer experience and creating a journey that works smoothly and seamlessly.

Contact Center 144

Contact Center Omnichannel Business Growth Technology 144

SurveySensum

DECEMBER 18, 2024

The scores that customers give will be largely influenced by regional practices and cultural beliefs. To repeat the same example of US and Asian customers, US customers are generous when it comes to giving 5-star reviews or high NPS scores. Asian customers expect extremely impressive products/services to give a high NPS score.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

InteractionMetrics

MARCH 13, 2025

Strengthened brand loyalty , by identifying satisfied customers and encouraging them to become active promoters of your brand. Better alignment of products and services with customer expectations , allowing you to prioritize improvements that directly meet customer needs.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

Intercom

APRIL 3, 2025

Traditionally, scaling support meant simply adding headcount, creating a linear relationship between business growth and support costs. The real cost: Slowed-down business growth, player churn due to poor experiences, damaged brand reputation.

Gaming 52

Gaming AI Start-ups Business Growth 52

Zendesk

JANUARY 18, 2022

Now is a good time to demonstrate to leadership how quality customer service interactions are essential and what ultimately impact a customer relationship most, regardless of how many tickets are processed in a given day. Customers expect better service, and reward companies that meet expectations.

Customer Service 98

Customer Service Outlook Business Growth Customer Loyalty 98

Zendesk

MAY 11, 2022

From our CX Trends 2022 research, we learned that more than 70 percent of customers expect conversational experiences when engaging with a company, but also that businesses are trailing expectations, with less than 40 percent reporting they can allow a customer to reach out and respond whenever and wherever is convenient.

CRM 98

CRM B2C Compliance Customer Relationship 98

Retently

JULY 28, 2023

If we were to consider businesses in other countries, the numbers would probably be even worse. Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth.

CXM 123

CXM CX Start-ups Touchpoint 123