Intercom, Inc.

MAY 10, 2018

What do Dropbox, Uber, AngelList, Front, Gusto and Boba Guys have in common? All have benefited from the sage advice of growth expert and Andreessen Horowitz general partner Andrew Chen. Andrew’s been an angel investor and advisor for a slew of name-brand startups; however, he’s most widely known for his invaluable essays on growth. He’s written more than 650 of them over the past decade and has been featured and quoted in The New York Times, Fortune, Wired and Wall Street Journal.

Start-ups 224

Start-ups Gaming Customer Acquisition B2B 224

Callminer

MAY 8, 2018

Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with businesses when they want and from wherever they are.

207

207

CX Accelerator

MAY 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? 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? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?

Contact Center 160

Contact Center Start-ups NPS Education 160

Beyond Philosophy

MAY 11, 2018

I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I sat there, phone in hand, staring stupidly at the little dots. I went on like this for maybe a minute and a half before I realized I was being silly.

Retail 116

Retail Gaming Sales Customer Experience 116

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Intercom, Inc.

MAY 11, 2018

Adding live chat to your funnel is a great way of generating more sales and targeting specific leads in a more effective way, ensuring the best experience possible for all involved. When it comes to conversing with leads over live chat, it is a very different experience compared to talking in person or even on the phone. No wonder many reps are daunted by the thought of putting live chat on their website.

Sales 196

Sales Start-ups 196

Callminer

MAY 10, 2018

Whether clients fail to pay because of poor health, lost employment, or a poor customer service experience, they can fall behind with payments and prevent you from collecting revenue.

Technology 182

Technology Technology Customer Service 182

Taylor Reach Group

MAY 11, 2018

By: Colin Taylor. Consolidating Contact Centers. Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. These Call Centers can exist in a company’s divisions or operating companies. Even small and medium-sized businesses can find that they have five or more Call Centers in operation all acting independently.

Contact Center 104

Contact Center Net Promoter Score Real Estate Construction 104

Intercom, Inc.

MAY 9, 2018

Business Operations (Bizops for short) has inexorably become a thing at certain kinds of companies. Some of you might come into regular contact with a Bizops team, others might have merely a vague awareness of Bizops, and still others might not have heard of Bizops at all. Regardless of which bucket you fall in, I suspect you don’t have the foggiest idea exactly what Bizops is or why it exists (unless you’re part of a Bizops team).

Business Operations 182

Business Operations Finance Sales 182

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. I’ve been asked, “How do you persuade top management that customer centricity is not a cost?

Customer Experience 98

Customer Experience Sales Start-ups Business Growth 98

Lumoa

MAY 7, 2018

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. Some of the familiar names include the two fastest growing companies in the world , Slack and Intercom.

Customer Experience 92

Customer Experience NPS Start-ups Sales 92

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Customers That Stick

MAY 8, 2018

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 90

Customer Service 90

Intercom, Inc.

MAY 8, 2018

With our redesigned Messenger , businesses can do so much more than chat. The next generation of messengers will be built to help businesses accelerate growth by actually helping teams do work, like process payments or schedule meetings. From what was once an interface solely designed for conversation, the Messenger becomes a front desk for your website or app— surfacing a collection of apps that drive outcomes.

Start-ups 176

Start-ups Sales 176

Fonolo

MAY 9, 2018

Goal setting and self-improvement often go hand-in-hand, and nowhere is this more true than in the world of business and retail. Executives and managers understand that by setting goals both as an organization, specifically as departments and teams, a company is able to move in a measurable and targeted way, and even be able to make projections and pivots in the direction they want to grow.

Customer Satisfaction 89

Customer Satisfaction Retail Customer Service Start-ups 89

Comm100

MAY 10, 2018

Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are ask

Social Listening 88

Social Listening Social Media Customer Service Start-ups 88

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

Customer Bliss

MAY 7, 2018

They share freely. They have our back. They are there, in good times and bad. They always have our best interest in mind. They are brave. This describes our moms. It also describes companies who follow her lead in how they grow their business. The lessons we learned as kids stick with us. And often they have our mom’s face all over them. Her lessons, her rules, and her sayings are still in our heads.

Retail 65

Retail Business Growth Customer Experience 65

CX Journey

MAY 9, 2018

Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? It seems there ought to be a balance, or a shift in balance, no? The old debate stands: should companies focus on customer acquisition over retention ? Despite the fact that the cost of bringing in new customers is much higher than the cost to keep existing customers, companies place a disproportionate focus on marketing and advertising in order to attract new cu

Customer Acquisition 60

Customer Acquisition Sales Customer Retention Customer Loyalty 60

Fonolo

MAY 7, 2018

A live human conversation is a powerful thing. Despite all the innovation in the world of customer service, studies keep showing us that there is an enduring appeal to phone calls. That’s not to say we should be complacent about how we deliver that phone call experience. Call centers should strive to remove as much friction as possible from the process of connecting caller with agents.

Net Promoter Score 64

Net Promoter Score Contact Center Social Media NPS 64

Beyond Philosophy

MAY 11, 2018

How can we guide our customer’s decision-making through the menu of options we provide? How can you structure your offering to make it most attractive to customers? The post Leading Your Customer To The Right Choice appeared first on.

60

60

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

AI

Taylor Reach Group

MAY 8, 2018

How Is Your Contact Center Perceived by the Rest of the Organization? Most companies acknowledge that the Contact Center is a great source of customer insight. 64.5% of organizations view the Contact Center as a source of customer insight, a slight increase on last year’s figures. (Call Centre Helper) It is important to understand the relationship between the organization and its center – the Call Center or Contact Center is likely the single, largest point of contact between your firm an

Contact Center 51

Contact Center Customer Journey Map Touchpoint Customer Satisfaction 51

Provide Support

MAY 10, 2018

At some moments customer service job can be a challenge. Dealing with different people and trying to meet their expectations is not an easy task. It takes patience, sharp intellect and I would even say wisdom to navigate through the various customer moods and still provide a professional service. In this article I would like to review the biggest customer service challenges based on my own experience.

Customer Service 50

Customer Service 50

SugarCRM

MAY 10, 2018

I stumbled upon some new statistics this week from Pew Research asking the question, “Is the Internet good or bad for society as a whole?” The survey was conducted in January of this year (so, way before the Facebook fiasco), and a sizable majority of respondents (70%) continue to believe the Internet is a good thing overall. However, that represents a significant drop of 6 percentage points compared with early 2014.

AI 48

AI Government Entertainment Innovation 48

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. 5/2/2018. A market revitalized; driven by digital transformation and growing interest in artificial intelligence. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report.

Artificial Intelligence 48

Artificial Intelligence Contact Center Text Analytics AI 48

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Customer Bliss

MAY 10, 2018

In today’s episode with Amy Shioji , Head of Customer Experience at USA Today Network , we talk about how she advocated for a more holistic view of customer experience and loyalty at a media company, a vertical we don’t usually discuss. Facing challenges from the disruptive nature of the media industry, we talk about how she worked to break down internal silos, improve the digital aspect of the USA Today experience, and improve the employee experience as steps to put the customer at the ce

Customer Experience 44

Customer Experience Sports CX Transformation CX 44

Kate Nasser

MAY 9, 2018

Excellence in sales, service, leadership requires consistency not repetition. Here is the difference between the two and how to achieve one and avoid the risks of the other. Share your insights in the comments section for others to learn. The post The Challenge of Excellence is Consistency Not Repetition | #CustServ #CX appeared first on KateNasser.com.

CX 41

CX Sales Customer Service 41

SugarCRM

MAY 7, 2018

In the previous post of this series, we talked about why a comprehensive CRM training program is critical for success. Related to training, is user adoption. Low user-adoption rates are the root cause of more CRM project failures than any other factor. That’s not surprising, enterprise software has been notoriously hard-to-use. At the same time, the digital revolution has made the workforce very reliant on the apps and devices that power an always-connected lifestyle.

CRM 41

CRM Technology Technology 41

Confirmit

MAY 10, 2018

With Confirmit Location Triggering, you can easily capture customer location data through geo-fencing and/or using the more precise Beacon technology. The data you collect can be analyzed alongside other rich sources of customer data and used to automatically initiate the appropriate next step. Download the fact sheet to learn more. Voice of the Customer Voice of the Employee Market Research.

Technology 40

Technology Technology Voice of the Employee Voice of the Customer 40

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

AI

ClientSuccess

MAY 9, 2018

For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Start-ups 40

Start-ups Innovation B2B Gaming 40

Waypoint Group

MAY 8, 2018

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring. B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion, and Customer Health Scoring (CHS) has been evangelized as the way to understand when and how to best engage with a customer account, while also highlighting the overall health of the customer base.

B2B 40

B2B Customer Retention Customer Relationship Customer Feedback 40

Customer Bliss

MAY 8, 2018

Today’s post is from Robert Spector , best-selling author of The Mom & Pop Store: True Stories from the Heart of America and The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. As a customer service pioneer, I’d consider Robert Spector a global authority on “make mom proud” companies.

Non-Profits 40

Non-Profits Start-ups Retail Customer Experience 40

Confirmit

MAY 10, 2018

For most companies, revenue is a top priority. The challenge, however, is that risks related to areas such as customer churn, service reductions, and difficulties with new customer acquisition can often stand in the way of your ability to grow. Confirmit B2B Account Health is a highly configurable solution designed to help you to understand account health and manage revenue risks from the frontline all the way through executive management in just 3 steps.

B2B 40

B2B Customer Acquisition Voice of the Customer 40

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

Technology