Beyond Philosophy

OCTOBER 3, 2024

Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them. When we hang up, we probably say, “Well, that wasn’t what I expected!” If you are lucky, you are better than what they expected.

Customer Expectations 88

Customer Expectations E-commerce Social Media Artificial Intelligence 88

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Customer feedback is the backbone of CX. Are wait times creeping up?

CX 120

CX Customer Experience Net Promoter Score NPS 120

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. Start where you are. You probably already have a 190-degree view of your customers. Why now, and why in real time?

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Founded in 1976 by Steve Jobs, Steve Wozniak, and Ronald Wayne, Apple has evolved from a garage start-up to one of the most valuable companies in the world. Apple Apple Inc.,

CX 530

CX Innovation Manufacturing Technology 530

Totango

APRIL 18, 2019

The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. But they aren’t a guarantee of revenue; customers can cancel at any time.

Customer Relationship 78

Customer Relationship Customer Satisfaction Start-ups Customer Relationship Management 78

TeamSupport

MARCH 27, 2020

Sure, many professionals do, but their dissatisfaction is because the home office lifestyle inhibits their ability to meet face-to-face with customers. These in person interactions are the foundation of many excellent customer relationships, and it can sometimes be a challenge to build or sustain relationships without them.

Customer Relationship 80

Customer Relationship B2B Sports Start-ups 80

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

Intercom, Inc.

AUGUST 25, 2021

Nothing captures the early ambition and vision of the co-founders as succinctly as their first pitch deck from late 2011, a snappy eight slides that outlined the scale of the opportunity to forge new ways of connecting with customers. We started to ask ourselves, ‘Was that kind of human connection even possible for online businesses?’

Start-ups 220

Start-ups Customer Expectations Sales Innovation 220

Beyond Philosophy

MAY 12, 2021

When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . Technology Can Help.

Customer Expectations 88

Customer Expectations Machine Learning AI Technology 88

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

Intercom, Inc.

JUNE 22, 2020

In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. With our recent launch of Mobile Carousels , we tapped into the possibility of creating and nurturing better customer relationships through mobile.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

ECXO

APRIL 10, 2024

In the context of customer experience, ‘tunneling’ could represent the ability of a business to reach customers in unexpected ways or overcome potential barriers to customer satisfaction. How can you utilize this knowledge to enhance customer experience (CX)?

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

Intercom, Inc.

MARCH 31, 2021

Today, customers’ expectations for fast, personal support are higher than ever – making automation essential for resolving simple, repetitive queries at scale. After all, not even the best chatbot can help calm an angry customer, investigate a thorny issue, or build rapport with high-value customers quite like your team can.

Social Media 213

Social Media Start-ups Customer Retention Customer Satisfaction 213

Intercom, Inc.

OCTOBER 7, 2020

If it wasn’t for those pesky customers with problems, profits would be through the roof, right? There is no escaping the fact that supporting your customers costs money. COGS and the real costs of customer support. The costs associated with providing support to your customers are known as Cost of Goods Sold, aka COGS.

Manufacturing 196

Manufacturing Customer Retention Sales Start-ups 196

Comm100

APRIL 16, 2025

Rising support ticket volumes, rising customer expectations, fewer available resources, and the need for fast, accurate responses are stretching agents thin. Too often, theyre wasting time searching for answers, manually drafting replies, and juggling multiple systems, all while trying to maintain a positive experience for customers.

AI 52

AI Start-ups Engineering CX 52

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Net Promoter Score 161

Net Promoter Score Customer Retention Customer Relationship NPS 161

Intercom, Inc.

MARCH 24, 2021

No one wins when your team is stuck running up an endless ticketing treadmill – especially not your customers! Keeping pace with a constant flow of support tickets means all of your customers will have to wait longer for a response. ” and “What’s your typical US delivery timeframe?”.

Start-ups 165

Start-ups Customer Expectations Customer Loyalty Engineering 165

Intercom, Inc.

MARCH 15, 2022

In today’s market, customers expect personalization. According to one report , 66% of customers expect companies to understand their needs and expectations – but say that they’re generally treated like numbers instead. Here are four simple ways to get started. Start sending targeted, contextual messages.

Start-ups 129

Start-ups Customer Relationship Customer Expectations Sales 129

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

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. Onboard new customers.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Hodusoft

APRIL 24, 2025

Poor Customer Service Experiences Long wait times, inefficient call center operations, and unresolved customer concerns contribute to poor customer service. A single negative experience with an insurance company can affect customer loyalty. Customers often compare policies online.

Contact Center 52

Contact Center Customer Retention Data Entry CRM 52

Intercom, Inc.

AUGUST 13, 2020

This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Caught in the middle are customers who bear the burden of having to repeat information and replay conversations. Listen to the full episode above or get Yoli’s key takeaways below.

Social Media 209

Social Media AI Sales B2B 209

Comm100

APRIL 15, 2025

We built the Comm100 AI Agent from the ground-up after in depth conversations with our clients. Todays customers expect fluid, intelligent conversations, and businesses need AI that can engage naturally, adapt instantly, and resolve issues effortlessly. With the API call function, the skys the limit!

AI 52

AI Engineering CX Start-ups 52

Provide Support

APRIL 13, 2016

How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. Build an email list.

Customer Relationship 44

Customer Relationship Social Media Age of the Customer Customer Expectations 44

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. 4 Steps to Starting a Social Customer Service Program. Determine the Most Effective Response Times.

Customer Service 115

Customer Service Social Media Start-ups Customer Retention 115

TeamSupport

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Needless to say, the stakes are high.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Retently

MAY 26, 2023

In order to measure the strength and value of a client’s relationship with its customers, it’s vital to have an accurate, quantified baseline control. One of the easiest ways to start using Net Promoter Score in your consultancy is to measure the threshold customer satisfaction score for each client before you begin to take action.

Net Promoter Score 138

Net Promoter Score NPS Close the Loop Customer Satisfaction 138

Help Scout

SEPTEMBER 24, 2021

Here’s an example: Company ABC is a rapidly growing, profitable technology company that still embodies a small start-up culture. Our primary customers are higher education, enterprise, and government customers — so captioning, transcription, audio description, and translation solutions are our bread and butter.

Education 116

Education Start-ups Government Sales 116

Retently

MARCH 10, 2022

There is also a third group of businesses that will continue to grow in spite of a high customer churn because of the impressive revenue generated by existing clients. Understanding the reasons behind customer churn and working around them when adjusting your approach will make the difference. Customer Success and Churn.

Start-ups 147

Start-ups Customer Satisfaction Customer Service Omnichannel 147

Intercom, Inc.

JANUARY 27, 2021

With customer expectations on the rise, we look to find out how support leaders at companies like Slack , Zapier , and Aircall are creating best-in-class experiences to meet those expectations, and what support teams need to be set up for success as the future unfolds. The power of conversations.

Close the Loop 165

Close the Loop Machine Learning Start-ups Customer Relationship 165

Hodusoft

JANUARY 30, 2025

Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth. In this blog, you can explore everything related to omnichannel contact center software starting from what it is? Lets get started. Importance of Unified Customer Experience and Why Omnichannel is the Right Solution?

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Intercom

MAY 25, 2021

In the wake of these unprecedented changes and challenges, the way that companies and consumers interact with each other – and forge relationships – has also undergone a transformation. The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever.

Customer Relationship 130

Customer Relationship Business Growth Customer Expectations Start-ups 130

Lumoa

FEBRUARY 9, 2023

How do you take action on customer experience? Listen to your customers. Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. Acting on customer feedback doesn’t mean doing one thing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ECXO

SEPTEMBER 30, 2024

Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

SurveySensum

DECEMBER 4, 2024

The answers to these questions can point out where banks need to improve, what new things they can try out, and how to boost customer satisfaction and loyalty. Let’s start with the simplest one. In banking, it is crucial to gauge customer satisfaction and loyalty. What is NPS in Banking and Other Financial Institutions?

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Zendesk

MAY 11, 2022

At Zendesk, we’ve long talked about the value and importance of fostering customer relationships. They are the foundation upon which customer loyalty is built, and these customer relationships are anchored in conversations. More than 70% of customers expect conversational experiences when engaging with a company.

CRM 98

CRM B2C Compliance Customer Relationship 98

Steven Van Belleghem

SEPTEMBER 2, 2020

More than ever before, people are starting to worry almost daily about the challenges facing society. As a result of the unexpected outbreak of the coronavirus, we have all been forced to face up to our weakness. At the same time, it needs to be recognised that customer expectations are not focused exclusively on societal problems.

E-commerce 98

E-commerce Artificial Intelligence Customer Expectations Social Media 98