Cisco - Contact Center

FEBRUARY 1, 2021

In this webinar, you’ll hear from Omar and Sheila on five essential elements that contact centers need to deliver to compete in this experience economy: The ability for customers to connect when they want, how they want. End-to-end visibility on customer experience interactions with your business.

Contact Center 110

Contact Center Transportation Customer Experience Wireless 110

Beyond Philosophy

FEBRUARY 2, 2015

Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. As I have written before, disappointed is never an emotion that leads to a good Customer Experience. 16 December 2014. < 16 December 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Customers That Stick

DECEMBER 11, 2014

Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. The survey revealed a number of things about the holiday shopping experience: Other customers are a big source of unpleasantness.

Customer Experience 160

Customer Experience Surveys 160

Beyond Philosophy

NOVEMBER 17, 2014

As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged. The fact is when employees are happier, so are your Customers. On the other hand, Google has great employee engagement.

Employee engagement 410

Employee engagement Customer Experience Management 410

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Consulting 403

Consulting Consulting Customer Experience 403

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #2: The Return of a Strong Economy Threatens a Customer Experience (CX) Focus.

Customer Service 418

Customer Service Customer Experience 418

Beyond Philosophy

JANUARY 16, 2015

The end of 2014 was really busy. We always tell our client that having a great Customer Experience is a journey, not a destination. That’s because the standard for what makes a great Customer Experience is always changing along with the expectations of your Customers. appeared first on Beyond Philosophy.

Customer Experience 381

Customer Experience Marketing Management 381

Vonage

MAY 25, 2016

Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. It’s the experience. It’s not the product.

Customer Service 63

Customer Service Education Contact Center Customer Experience 63

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately. Communicate Often and Clearly.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Consulting 297

Consulting Consulting Customer Experience Feedback 297

Quadient

DECEMBER 16, 2021

A new era in government-sector customer experience. As a customer experience (CX) practitioner, I was surprised to find that an Executive Order (E.O.) This ushers in a new era of government customer experience. and what changes it signifies for you over a few blog posts and short videos.

Government 52

Government Customer Experience Best practices Healthcare 52

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. If you enjoyed this post, you might be interested in the following blogs: What Story Are You Telling Your Customers Today?

Airlines 296

Airlines Consulting Consulting Metrics 296

Beyond Philosophy

JULY 19, 2018

Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In 2014, an essay in the Journal of the Royal Society of Medicine showed that while 62% of citizen’s in the UK said they were willing to donate organs, only 31% were on the actual registry. 2014): 56–60.

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. 19 August 2014. < 19 August 2014. < It is a paradox to be sure, and one commonly referred to as the Paradox of choice.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. If you enjoyed this post, you might be interested in the following blogs: What Story Are You Telling Your Customers Today?

Airlines 218

Airlines Metrics Customer Experience Personalization 218

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

SEPTEMBER 28, 2016

Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. They did say this to users on Thursday: Feeling Vulnerable in a Customer Experience. When it comes to Customer Experience, how we feel is a critical part of it. Not even because Verizon is buying them for $4.8

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

SEPTEMBER 26, 2014

Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil. Last year, we published a blog that talked about how despite evidence to the contrary, many consumers still had a lack of confidence in the economy. Blogs Customer Analysis' 1 on TripAdvisor?

Consulting 326

Consulting Consulting Marketing Analytics 326

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. 4 September 2014. <

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

JUNE 16, 2015

Amazon’s tries hard to provide an excellent experience for their Customers. By consistently doing what it takes to build an excellent Customer Experience, Amazon enjoys an excellent reputation as a brand and continues to grow in influence and strength. Reputations Start The Customer Experience.

Advertising 273

Advertising Customer centricity Customer Experience Marketing 273

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Join thousands of CX Professionals all over the world in marking the significance of Customer Experience in our lives today! Monday 29th September 2014. Tuesday 30th September 2014.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. The post Power Countless Customer Experiences with inContact appeared first on inContact Blog.

Customer Experience 48

Customer Experience Contact Center contact center solutions Personalization 48

ijgolding

NOVEMBER 17, 2016

Winning a UK Customer Experience Award in 2010 for an initiative we called ‘Customer 1st Aid’ will always stick in my mind as a massive milestone in my career as will becoming a CCXP in 2014. This post originally appeared on the CXPA Blog on November 10, 2016. BM: This is a BIG question.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. by the end of 2014. But the ASCI continues to drop.

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. I like customer service expert Shep Hyken’s take on this in his blog post, Don’t Just Personalize the Customer’s Experience – Individualize It.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Customer Experience 186

Customer Experience 186

PeopleMetrics

OCTOBER 27, 2014

How can this possibly relate to customer experience? If you’re looking to improve customer experience, maybe it’s best to think of customers you interact with online as fans. Your customers care enough about you to talk to you (and talk to each other about you) on the massive forum that is the internet.

Customer Experience 102

Customer Experience Customer Care Customer retention Technology 102

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

Customer Experience 63

Customer Experience Customer centricity Technology Management 63

PeopleMetrics

OCTOBER 7, 2014

Happy Customer Experience Day (CX Day)! You are reducing pain points, making experiences effortless, and creating lasting, positive memories. Your efforts to improve customer experiences deserve recognition. Thank You on CX Day 2014. Thank You on CX Day 2014. An Invitation.

Customer Experience 61

Customer Experience Metrics Accountability Technology 61

Beyond Philosophy

JULY 9, 2015

My angle is typically about Customer Experience. My regular readers know that how your Customers feel about your experience is a big part (over 50% based on our research) of how they feel about your brand and their loyalty to it. Are Women Better at Building Customer Relationships and Loyalty?

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

Beyond Philosophy

NOVEMBER 15, 2019

Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint. The scuffed floors and cardboard boxes communicate messages about the experience without being explicit. Subconscious signals your experience gives are vital to the outcome of your Customer Experience.

Construction 301

Construction Consulting Consulting Airlines 301

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. If you enjoyed this post, you might be interested in the following blogs: What Story Are You Telling Your Customers Today?

Airlines 150

Airlines Metrics Customer Experience Personalization 150

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Customer Experience 150

Customer Experience 150

Comm100

FEBRUARY 19, 2014

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. Chat Away in 2014.

Benchmark 40

Benchmark Surveys Technology Customer Service 40