CX Success News | Customer Experience & Journey News

Smart tech best practices: why marketing and support need to be joined at the hip

What Las Vegas hotel would you rather stay at? The Venetian or the Rio? Most people would say the Venetian. But business book author MJ Demarco would argue vehemently with you. In his book “The Millionaire Fastlane,” a book he wrote in 2011, he relates his experience staying at both hotels. The Rio is an […]

Fernando Labastida

Has been involved with high-tech sales and marketing for 22 years and is a prolific blogger. He’s written about IoT, digital transformation, agile development, and international marketing. He lives in Austin, Texas, the “Silicon Hills” and is passionate about startups and how to help companies achieve fast growth.

December 5, 2018/0 Comments/by Fernando Labastida

Alert Signals That You Have a Scaling Challenge

Does your support operation have a scaling challenge? Are response times getting slow? Are customers complaining that their requests aren’t being answered adequately? Is your support reps’ hair on fire? Technology startups that experience any kind of significant growth will get to a point where their customer support operations as they’ve known them will suddenly […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

November 15, 2018/0 Comments/by Jose A. Gonzalez

Customer Journey Data, Customer journey support

How to Optimize the IoT Customer Journey With Data

The Internet-of-Things revolution is on! Every day new consumer IoT products make it to the marketplace, to make our homes smart, automate some of our daily tasks, manage our health and sleep, make us safer, etc. Not to say anything about a whole other category of IoT devices intended for industry 4.0 applications. But let’s […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

October 17, 2018/0 Comments/by Jose A. Gonzalez

Customer journey support, IoT Startup Growth

How Customer Support Can Spur Customer Discovery

Customer support provides a surprising benefit that can help product management, marketing, customer success, and your company’s overall growth. What is that benefit? It’s what we call customer discovery. For too long support operations have been in the shadows of company growth, but no longer. With today’s complex AI-driven products, like smart home devices, security […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

September 12, 2018/0 Comments/by Jose A. Gonzalez

Customer journey support, Customer success

The Value of an Amazing Onboarding Experience

Intuitively we know that effectively onboarding a new customer is an important part of the overall experience. As consumers, we have come to expect solutions that are easy to adopt and use, so we know that our own customers expect the same from our products. As you build your company and consider how much to […]

Kristen Hayer

Founder & CEO of The Success League, a consulting firm focused on customer success. She believes that customer success is the key to driving revenue, client retention and exceptional customer experiences. Prior to founding The Success League, Kristen built and led several award-winning customer success teams. She has published over 60 articles on customer success, and hosts the popular customer success podcast, Strikedeck Radio.

August 21, 2018/0 Comments/by Kristen Hayer

Customer journey support, IoT Startup Growth

Growing Your IoT Startup Through Retention, Revenue Expansion, Referrals and Partnerships

For IoT companies to grow, they need to focus on more than just increasing their sales and marketing activity. To really grow – in revenue, profits and influence – IoT companies must look to customer success and customer support. Support, in particular, must go from being a cost center to a profit center. In our […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

August 10, 2018/0 Comments/by Jose A. Gonzalez

Customer journey support, Customer success, IoT Marketing

Why Service Is The New Marketing for IoT Manufacturers

Today more than at any other time in modern history, service is actually really really important. It used to be that companies would claim that “service is our middle name.” But the reality was that their service was always lacking. But today there’s nowhere to hide. There’s nowhere for a shoddy product, bad experience on […]

Fernando Labastida

Has been involved with high-tech sales and marketing for 22 years and is a prolific blogger. He’s written about IoT, digital transformation, agile development, and international marketing. He lives in Austin, Texas, the “Silicon Hills” and is passionate about startups and how to help companies achieve fast growth.

July 27, 2018/0 Comments/by Fernando Labastida

Customer journey support, IoT Ecosystem, IoT Lab

8 Barriers to Consumer IoT Adoption

These are exciting times. Technology is rapidly changing the way we do almost everything, even the simplest tasks of our daily lives. Erik Brynjolfsson and Andrew McAfee explained what is happening and even coined the term the “Second Machine Age,” a time when the use and capabilities of the technologies we’ve created over the last […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

July 18, 2018/0 Comments/by Jose A. Gonzalez

Customer journey support, IoT Ecosystem, IoT Lab

The Complete Guide to Securing Your Smart Home

With the advent of the Smart Home, there’s a new set of security threats we have to contend with, and they’re all digital. From botnets to WiFi smart cameras that “spy” on you, you may believe that your smart home is a potential pandora’s box of privacy invasions and hackings. But you can enjoy the […]

May 4, 2018/0 Comments/by Infolink-exp IoT Lab Team

Customer journey support, IoT Ecosystem

5 Challenges In Supporting IoT Devices

Whether you’ve noticed it or not, the Internet of Things (IoT) is spreading and influencing your lifestyle. Look no further than your car and you’ll see an inventory of gizmos and gadgets no one had dreamed of just a few short years ago. GPS, Bluetooth and video/music streaming now sells more cars than torque or […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

April 12, 2018/0 Comments/by Jose A. Gonzalez

Customer journey support

What Type Of Companies Do We Support?

The Internet of Things (IoT) has grown quickly and spread widely throughout the consumer market in the last few years. Both manufacturers and end users find themselves overwhelmed by a rapid array of IoT products. The IoT ecosystem is a moving target It is in this context that Infolink-exp has decided to offer its services. […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

April 4, 2018/0 Comments/by Jose A. Gonzalez

Customer journey support

How Long Should It Take for your Outsourced Support Team to Ramp Up?

You just had a great write-up on Mashable or Techcrunch. You’re company is growing like gangbusters. The products are flying off the shelves. And the support calls have exploded. You need your new outsourced support team up and running like…yesterday. But for this to happen, there are certain things that need to take place to […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

February 15, 2018/0 Comments/by Jose A. Gonzalez

Customer journey support

How to Execute Customer Support Plays for Your IoT Product

As we illustrated in our blog post The Guide to Growing Your IoT Business Through the Customer Journey Support Model, supporting the customer throughout their journey with your product is key to growth for IoT companies. In fact, the rise of the Customer Success group in consumer technology organizations and of the Chief Customer Officer […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

February 15, 2018/0 Comments/by Jose A. Gonzalez

Customer journey support

7 Criteria for Determining Your IoT Support Budget

Some of the biggest mysteries of the world come in “7s.” The seven wonders of the world. Seven unsolved mysteries that science can’t explain. The seven “new” wonders of the world. And then there are the seven criteria for determining an outsourced customer journey support budget. Because really, trying to figure out how to set […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

January 23, 2018/0 Comments/by Jose A. Gonzalez

Customer journey support

How IoT Operations Leaders Can Decide Whether to Insource or Outsource Support

To really scale your IoT business, your customer success and support infrastructure and processes are critical. We discussed this at length in our blog post The Guide to Growing Your IoT Business Through the Customer Journey Support Model. Two of the main considerations for any operations leader, customer success or customer support manager at a […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

December 15, 2017/0 Comments/by Jose A. Gonzalez

Customer journey support

How to Determine the Size of your Support Team

When you’re launching a startup, especially if you’re in the exciting IoT space, one of the last things on your mind is support. It’s not as fun as the other stuff: developing breakthrough technologies. Getting press on Mashable. Getting your first 100 users. But support? That’s boring, right? Well, support is essential, as we discuss […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

December 1, 2017/0 Comments/by Jose A. Gonzalez

Customer journey support

5 Types of Customer Support Services Consumer IoT Companies Should Outsource

According to technology research firm International Data Corporation, the Internet of Things market will reach $1.4 trillion by 2021. IoT will become an intimate part of our lives, both on the consumer side of things and for industrial applications. The diversity of IoT devices being brought to market is mindboggling, particularly in the consumer space, […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

November 27, 2017/0 Comments/by Jose A. Gonzalez

Customer success

The Guide to Growing Your IoT Business through the
Customer Journey Support^© Model

You’ve found it – the complete guide for designing a customer journey support system that will boost the growth of your IoT business, specially for consumer-oriented IoT companies. There are a million different opinions about key growth factors for technology companies. Some assert that customer acquisition is the key. Others claim that having a […]

Jose A. Gonzalez

CEO and Founder of Infolink-EXP. He’s founded technology companies in big data analytics, Internet services, software, nearshore outsourcing and technology customer support for 20+ years. Lives in El Paso, Texas and spends part of his time in San Jose, CA and the Silicon Valley. Passionate about customer experience (CX), in particular through consumers’ complete cycle of selecting, adopting and fully utilizing IoT technology to improve their lives.

October 2, 2017/0 Comments/by Jose A. Gonzalez

Customer support practices

5 Shocking Stats on Bad Customer Experience

Earlier this year the world was shocked by a graphic video of David Dao, a Kentucky man, who was dragged off a United Flight, his face bloodied and body limp. But this wasn’t the first time United had problems. There was the famous 2009 music video, United Breaks Guitars, created after the bassist for the […]

January 21, 2017/0 Comments/by Infolink-exp IoT Lab Team

Customer Experience Management, Customer support practices

Customer Loyalty on the Cloud is priceless

Sales and marketing gurus love to focus on how to create more awareness, generate more leads, and close more sales. It’s what’s “sexy” in the blogging world. But the old refrain, “It’s easier to sell to existing customers than to new ones,” is truer now than ever before. In our infographic on Customer Loyalty In […]

November 27, 2016/0 Comments/by Infolink-exp IoT Lab Team

Customer Experience Management, Customer support practices

Infolink EXP Blog: One of the Best Customer Experience Blogs to Follow

Companies today are prioritizing the creation of amazing customer experiences. They know that excellence in sales and marketing is not enough – they must also delight their customers throughout the customer journey, both before the sale and after the sale. Belgian Big Data company NG Data recently researched the top blogs in the industry dedicated […]

January 29, 2015/0 Comments/by Infolink-exp IoT Lab Team

Customer Experience Management, Customer support practices

Customer Experience Management through service…beyond operational metrics

We all like graphs! It’s something that comes natural, especially in the customer support business. We all want to know where we stand when it comes to response times, ticket volumes, resolution times, top issues, CSAT, NPS, etc. And all of that is more than ok to measure, as it helps us improve our customer […]

May 23, 2014/0 Comments/by Infolink-exp IoT Lab Team

Commentary, Customer support practices

The Customer Experience is Key to Growth and Profitability on the Cloud

The Cloud business model is probably the biggest breakthrough in computing since the invention of windows-based software. By offering applications and functionality on a subscription basis, software companies are becoming more like services companies than product companies. Salesforce.com may not have pioneered the software-as-a-service model, but they, more than any other company, popularized it and […]

May 14, 2014/1 Comment/by Infolink-exp IoT Lab Team

Customer support practices

Fix, but delight too: the Customer Experience difference

We all know a great customer support experience can be the best thing when it comes to customer retention, hopefully creating product brand advocates in the process. But how exactly do you know what type of experience your client will consider great? And therefore, how do you design it? A b2b software company might need […]

March 27, 2014/0 Comments/by Infolink-exp IoT Lab Team

Customer support practices

From Social Support to Social Customer Engagement

Customer support through Internet social channels is certainly not something new. It has been around for more than a few years now, with bulletin boards, forums and other open discussion sites being the original set of channels companies used. What has changed is the role of the people monitoring those discussions on behalf of companies. The […]

March 4, 2014/1 Comment/by Infolink-exp IoT Lab Team

Customer support practices

Follow through, so simple yet…

It is quite common to “throw out there” idealisms on how much customers matter to us, it’s quite easy to say and even advertise the idea of how important our customers are, how customers come first, how customer service oriented we are. But just how true is that? Is this a reality all throughout the […]

February 20, 2014/0 Comments/by Infolink-exp IoT Lab Team

Customer support practices

The importance of Proactive Support

A recent survey by InContact of more than 2,000 people, to see how they felt about proactive support, produced the following findings: 87% of the customers they surveyed said they want to be contacted proactively by a company; and Nearly three quarters (73%) of those who had a pleasant surprise or positive experience with a […]

February 13, 2014/2 Comments/by Infolink-exp IoT Lab Team

Commentary, Customer support practices

In this digital day and age, customers still favor personal connections

A recent article published by Moneywatch (Nov. 2013, Michael Hess, author) revealed a number of interesting findings about what customers are looking for in customer service. Some of those only confirm how important customer service is, for companies in industries across the board, and the fact that most customers would not say companies “exceed their […]

February 3, 2014/0 Comments/by Infolink-exp IoT Lab Team

Commentary, Customer support practices

How is support of SaaS/Cloud Products Different Than Traditional Products?

A question we get a lot is: “What is the difference between support for cloud products vs. traditional software products?” This question always amazes us, because at Infolink, as product support specialists, we believe the difference is vast. Customer Experience is Key to the Saas/Cloud Business Model To explain the difference between support for on-premise […]

September 7, 2013/0 Comments/by Infolink-exp IoT Lab Team

CX Success News
Customer Journey Support: How to grow your IoT Business

Smart tech best practices: why marketing and support need to be joined at the hip

Alert Signals That You Have a Scaling Challenge

How to Optimize the IoT Customer Journey With Data

How Customer Support Can Spur Customer Discovery

The Value of an Amazing Onboarding Experience

Growing Your IoT Startup Through Retention, Revenue Expansion, Referrals and Partnerships

Why Service Is The New Marketing for IoT Manufacturers

8 Barriers to Consumer IoT Adoption

The Complete Guide to Securing Your Smart Home

5 Challenges In Supporting IoT Devices

What Type Of Companies Do We Support?

How Long Should It Take for your Outsourced Support Team to Ramp Up?

How to Execute Customer Support Plays for Your IoT Product

7 Criteria for Determining Your IoT Support Budget

How IoT Operations Leaders Can Decide Whether to Insource or Outsource Support

How to Determine the Size of your Support Team

5 Types of Customer Support Services Consumer IoT Companies Should Outsource

The Guide to Growing Your IoT Business through the
Customer Journey Support^© Model

5 Shocking Stats on Bad Customer Experience

Infolink EXP Blog: One of the Best Customer Experience Blogs to Follow

Customer Experience Management through service…beyond operational metrics

The Customer Experience is Key to Growth and Profitability on the Cloud

Fix, but delight too: the Customer Experience difference

Follow through, so simple yet…

The importance of Proactive Support

In this digital day and age, customers still favor personal connections

How is support of SaaS/Cloud Products Different Than Traditional Products?

DOWNLOAD The Customer Journey Support Checklist!

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DOWNLOAD The Customer Journey Support Checklist!

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CX Success News
Customer Journey Support: How to grow your IoT Business