Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The answer is simple: What’s next is the next level of Customer Experience improvement. See the difference there?

Metrics 236

Metrics Consulting Consulting Customer Experience 236

ShepHyken

SEPTEMBER 12, 2016

Speed Is Best Measure of Customer Experience by Gerry McGovern. CMSWire) The basics of customer experience is helping people do what they want to do. However, if you want to excel in customer experience you must help people do what they want as quickly as possible. by Len Markidan.

Customer Service 284

Customer Service SaaS Customer Experience Marketing 284

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Here are my top five picks from last week.

Journey mapping 303

Journey mapping Customer Service Contact Center Airlines 303

Beyond Philosophy

OCTOBER 29, 2015

Morgan Stanley upgraded LULU , predicting that the stock will continue its success in earnings for 2016. First, that listening to the Voice of the Customer (VOC) is an important part of your brand strategy. Second, that incorporating what you hear in the VOC to your Customer Experience pays off for your bottom line, a.k.a.

Customer Experience 386

Customer Experience Brand ambassadors Consulting Consulting 386

NICE inContact

AUGUST 30, 2016

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. By attending ICUC 2016, you can explore new ways to transform customer experiences. Now that you have the resources to plan your ICUC experience, register today ! Technical Training. You won’t want to miss it!

Customer Experience 78

Customer Experience Best practices Contact Center Feedback 78

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ShepHyken

DECEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. As Dianna says, changing any of these dynamics can help elevate your customer service. Read Shep’s latest Forbes Article: Top Ten Business Books Of 2016. . Shep Hyken.

Customer Service 220

Customer Service Construction Personalization Management 220

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken.

Customer Service 209

Customer Service Education Customer Support Management 209

Topdown

JANUARY 18, 2017

Here are the top five articles on our blog in 2016: We want to give our readers more of the kinds of content you find most interesting and useful, so we pay attention to the articles you read and share the most.

Customer Experience 59

Customer Experience 59

ShepHyken

JULY 11, 2016

“Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. by Ian Golding. (I That doesn’t work. And, you should too.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. That’s why a quick response time is one of the most important metrics for measuring good customer service. Shep Hyken.

Customer Service 221

Customer Service Technical Support Benchmark Best practices 221

Beyond Philosophy

DECEMBER 8, 2015

Employees are the common denominator in optimizing the customer experience. The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Brand ambassadors 170

Brand ambassadors Customer Experience Enterprise Feedback 170

Nicereply

MAY 27, 2021

Pattern recognition is critical to adjusting and improving your customer experience. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. They have observed that customers value this guidance and clarity and feel like a partner in the journey. Google Podcasts.

Customer Experience 105

Customer Experience Feedback Customer effort 105

ShepHyken

MARCH 23, 2018

The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience. Stating your mission once is not enough. Vitalize the mission by actions and words.

Airlines 205

Airlines Morale Benchmark Marketing 205

Provide Support

DECEMBER 7, 2015

Customer experience trends 2016. Customer experience is becoming more and more important for companies over the years. Today, when customers are bombarded with offers, they are making their buying choices based on, almost solely, the level of customer experience they receive from a company.(.).

Customer Experience 46

Customer Experience Marketing 46

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The CFPB said employees made fake PIN numbers and email addresses to enroll unwitting customers in new products—1.5 Would You Work Here?

Banking 353

Banking Accountability Consulting Consulting 353

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Emotion Arising.

Customer Experience 45

Customer Experience Journey mapping Analytics Metrics 45

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Inbenta

NOVEMBER 29, 2022

There are a number of chatbot features that you should consider that will keep your customers happy while also giving you a modern approach to customer service. This blog will explain to you everything you need to know before you choose the right chatbot for your website. Multi-lingual capabilities. Code §§ 1798.100 et seq.

Chatbots 90

Chatbots Customer Experience Healthcare Personalization 90

ShepHyken

OCTOBER 5, 2022

Brian Knight , a professional speaker on team performance, posted the story on his blog. When Brian was in Suzanne’s office the first time, he noticed a massive trophy with her name engraved six times – next to the years 2016, 2017, 2018, 2019, 2020, and 2021. And by the way, you will enjoy this story even if you’re not in sales. .

Sales 309

Sales Customer Service Advertising Customer Experience 309

Mindtouch

OCTOBER 14, 2016

All the evidence points to product content acting as the bridge to engage customers the way they want to connect, controlling how they positively experience your brand. It’s better you control that conversation and not some YouTube video, blog site, community forum, or worse — your competitor. Did You Make the List?

Consulting 91

Consulting Consulting Engineering Enterprise 91

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. 3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. Not sure where to begin?

Customer Service 194

Customer Service B2B B2C Personalization 194

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. The Talkdesk team will be spending the day at The Village in San Francisco talking to forward-thinking business leaders and learning more about the future of the customer experience. That means you’ve missed the mingling, the refreshments and the attendee experience. Pre-Event Blog Coverage.

call center software 40

call center software Customer centricity Call Center Personalization 40

Beyond Philosophy

OCTOBER 3, 2016

In a previous blog we learnt that we all have two systems of thinking : our intuitive thinking and our rational thinking. It led to our fifth imperative, which is: Imperative 5: Uncover the hidden causes and unintended consequences of customers wanting things to be easy. Therefore it is critical that you make things easy for them.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Topdown

DECEMBER 15, 2016

Gartner’s content and customer communications management (CCM) analysts have been quite busy lately. In the last few articles on our blog, we’ve been going over their recommendations for contextualizing CCM and the customer experience.

Management 48

Management Customer Experience 48

Contact Center Pipeline

DECEMBER 22, 2016

As we approach the close of another year on the Pipeline blog, we wanted to take a quick look back to see which posts were most popular among contact center professionals. The topics ranged from a debate on the value of NPS in the contact center, to how to proactively welcome callers, to omnichannel strategies […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

NICE inContact

OCTOBER 6, 2016

We are officially less than one week away from our biggest event this year, ICUC 2016 ! From training to keynotes to information about integrations with the inContact platform, we have over 60 sessions to help you improve your customer experience. See the full list of our sponsors here. Pick Your Sessions.

Entertainment 48

Entertainment Contact Center Customer Experience 48

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

aircall

DECEMBER 19, 2016

This year on the Aircall blog, we’ve looked at quite a few ways how to improve your business’ customer service. Now let’s take a look at and draw inspiration from the best customer service companies this year. Best customer service companies of 2016: all-star division. Eric J Snover (@EricJSnover) October 3, 2016.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Beyond Philosophy

NOVEMBER 7, 2016

Happy memories are essential to your Customer Experience. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level, co-author Professor Ryan Hamilton of Emory University and I talk about the importance of memories for your Customer Experience.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Messina is an expert on this subject.

Airlines 417

Airlines Call Center Consulting Consulting 417

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. Ensuring Excellent Experiences with Empathy and Empowerment.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

SEPTEMBER 12, 2016

Professor Ryan Hamilton of Emory University and I wrote a book about this concept called, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we explain how this irrationality inherent to the human condition manifests itself in our daily lives. What Do Your Customers REALLY Want?

Consulting 0

Consulting Consulting Customer Experience Personalization 0

CustomerGauge

DECEMBER 22, 2016

The “Internet of Things” (IoT) is easily the biggest buzzword in the tech sphere to break out into the mainstream in 2016. The post How the “Internet of Things” Will Revolutionize the World of Customer Experience appeared first on CustomerGauge. Just check out the search volume in that Google Trends data!

Customer Experience 113

Customer Experience Feedback Surveys Management 113

Contact Center Pipeline

DECEMBER 28, 2016

This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […]. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments.

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100