Waters Corporation (NYSE: WAT) is a publicly traded analytical laboratory instrument and software company with approximately 7,000 employees. The company operates in 31 countries, has products available in more than 100 countries, and has over $2.2 billion in annual revenue. Not only is Waters beating out their Q1 estimates, but they have done so by initiating a strategy for constant business value improvement: optimize engagement with content to better serve their customers and internal … [Read more...] about Global Corporation Uses KCS for 2000+ Support Agents
I attended Day 1 of Google I/O and was blown away by all the cool innovations that have happened over the last year. Each year at I/O, Google presents a mission. Last year, Google changed their mission from "Mobile First” to “AI First.” They announced their focus on using AI to power and provide insights for their technologies so they could provide the very best experiences for their users. During the opening keynote this year, they gave us the results of their actions. AI is making the lives … [Read more...] about Exhausted & Inspired – My Google I/O 2018 Day 1 Recap
It is tempting to design a support process around what we, as a business, need rather than what our customers want and expect. The truth is, the customer support experience tends to color a customer’s perception. It can have a lasting impact on customer loyalty, buying behavior, and future customer interactions. By making sure these customer touchpoints are well designed, we can improve our customer's overall experiences with our brands. Here are five things most customers want from a … [Read more...] about 5 Things Customers Want From a Customer Support Experience
Among the many challenges facing customer service departments, cost is near the top of the list. Things like high ticket volume and agent turnover can be among the most costly; but high-effort customer service experiences tend to be the multiplier. This helps explain the (relatively) recent emergence of web self-service portals as an effective way to improve the customer experience and defray customer support costs. As the subscription economy continues to take hold, decision makers in the … [Read more...] about What is a Web Self-Service Portal?
As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS®), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals. It’s no wonder that this has become such a hot topic, especially when you consider that Forrester asserts a 10% improvement in a company’s customer experience score can translate into more than $1 billion in … [Read more...] about Drive Customer Experience and Outcomes with CX Data
Who doesn’t like to win? Unfortunately, when it comes to more persuasive presentations, chances are you haven’t earned a spot in the winner’s circle. A survey shared at PulseLocal San Diego revealed that only 14% of presentations actually drive action. Yikes. No one wants to give (or attend) a presentation that inspires zero action. Thanks to Arthur Schwartz, we can do better! Delivering more persuasive presentations was the topic of his talk at the latest PulseLocal San Diego … [Read more...] about Be a Winner With More Persuasive Presentations
There seems to be a misconception floating around that the customer journey starts when a customer makes a purchase. Agree? Disagree? Because there’s a strong argument that the customer journey begins long before a purchase is made. Where and when, exactly? Colin Shaw, CEO of Beyond Philosophy, sums it up well: The best way to think about customer experiences is to think of them as a series of moments that begin well before the customer has made a hotel or flight reservation, and long … [Read more...] about Where Does the Customer Journey Really Begin?
The MindTouch team has scouted far and wide for the most inspirational quotes in the Customer Success space. With a growing number of businesses shifting to a SaaS model, there is no better time than now to discuss the value that Customer Success has. Check out these twelve bite-sized quotes from top influencers and early adopters in Customer Success: Guy Letts, Co-founder at CustomerSure Give one person responsibility for listening to your customers and authority to act on what they hear. … [Read more...] about 12 Impactful Customer Success Quotes
What a privilege to call San Diego home. Every day, our downtown office offers employees 360-degree views of America’s Finest City. On game days, we see the blimp circling PETCO Park. There's traffic inching along the Coronado Bridge in the distance. All the hubbub of the surrounding neighborhoods, from East Village to Golden Hill and beyond. We see the sun rise and set, watch the airplanes landing throughout the day while we work on making the best customer self-service software on the … [Read more...] about MindTouch Office Featured in Hughes Marino Spaces We Love
Or maybe the real question is, why are you making it so hard on your customers? Okay, time for a reality check. Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Correction: their customers are definitely missing out on the opportunity to help themselves. That’s a self-service fail. A big one. We’ve written at length about the rise of micromoments, those curious little things that today drive many of the … [Read more...] about Why Isn’t Your Documentation Public?