Mindtouch

JANUARY 20, 2017

We’re honored and pleased to announce that MindTouch has been named to G2 Crowd’s “Best Software | 2017” list for Customer Service Teams. I have worked as a consultant with two different clients who chose MindTouch. The post The Best Software of 2017 for Customer Service Teams appeared first on MindTouch Blog.

Customer Service 91

Customer Service Consulting Consulting Marketing 91

Jon Arnold

NOVEMBER 10, 2017

RichCall is a contact center vendor I didn't know previously, and they recently compiled a pretty extensive summary, based on industry research and insights from analysts/consultants/experts in this space. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next.

Contact Center 80

Contact Center Technology Benchmark Consulting 80

Beyond Philosophy

APRIL 18, 2017

But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. My colleague’s 19-year-old daughter, on the other hand, hops from one makeup brand to another based on reviews, blogs and what her friends are buying. Customers aren’t as loyal as you think they are.

Sales 310

Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

JULY 19, 2018

The British Medical Association (BMA) lobbied for an opt-out system for organ donation in the UK, and in late 2017, Prime Minister Theresa May announced that England would do it, following the lead of Wales who had implemented the system. 13 October 2017. 5 July 2017. 4 October 2017. www.youtube.com. 26 April 2018. <

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 25 Customer Success Influencers who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Nils Vinje , Glide Consulting, World Class Customer Success for SaaS Startups, @NilsVinje, LinkedIn. one_third_last].

SaaS 81

SaaS Consulting Consulting Marketing 81

Beyond Philosophy

MAY 3, 2018

As a global Customer Experience consultant hearing this news, I worry, too. I founded my global Customer Experience consultancy in 2002. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. 16 January 2017. 1 November 2017.

Wireless 284

Wireless Consulting Consulting Airlines 284

Beyond Philosophy

DECEMBER 20, 2017

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. 7 November 2017. 21 November 2017. < 21 November 2017. < Colin is an international author of five bestselling books and an engaging keynote speaker.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Anne Janzer , Cuesta Park Consulting, Author, Writer, Writing Coach, @AnneJanzer, LinkedIn. Andy Mowat , Box, Sr. Looking for the Top 25 list?

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Mindtouch

SEPTEMBER 22, 2017

2017 TOP25 Content Experience Influencers. These winners not only implement, but influence others through public speaking, webinars, and thought leadership assets (blog, social, white papers). Noz Urbina , Founder, Urbina Consulting — @nozurbina — [link]. Joe Pairman , Lead Consultant, Mekon — @joepairman — [link].

Consulting 54

Consulting Consulting Education Enterprise 54

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Beyond Philosophy

DECEMBER 22, 2015

There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings. Cisco anticipates that video will represent 70% of consumer Internet traffic by 2017, up from 57% now. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. 13 November 2017. 13 November 2017. 21 November 2017. <

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

JULY 19, 2017

Per the 2017 Colloquy Loyalty Census, there are 3.8 Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Loyalty programs are one of many ways you can do this for these top priority people. billion memberships for loyalty programs.

Consulting 292

Consulting Consulting Customer Experience Metrics 292

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. No Googling, either.

Consulting 326

Consulting Consulting Sales Surveys 326

Beyond Philosophy

NOVEMBER 15, 2019

Since 2002, we have consulted brands all over the world and completed hundreds of successful implementations. To learn more about how our Global Customer Experience Consultancy can help you, please click here. . 28 August 2017. Beyond Philosophy can help. THE REMARKABLE POWER OF HABIT TO TRANSFORM CUSTOMER BEHAVIOR.

Construction 301

Construction Consulting Consulting Airlines 301

Beyond Philosophy

OCTOBER 25, 2017

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. 4 October 2017. 16 October 2017. < Colin is an international author of six bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 313

Consulting Consulting Customer Experience Marketing 313

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). Here are the experts: @Jon Arnold , an independent research analyst with a great blog. Contact Center and CX Research and Reports. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Beyond Philosophy

OCTOBER 24, 2016

However, with car buyers, the fact that the Tesla Model 3 debuted this Spring with delivery not scheduled until the end of 2017—over a year later isn’t a problem. If you enjoyed this post, you might be interested in the following blogs: Revolutionary Thinking on Customer Loyalty. Tesla announced that the self-driving car is here.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

SEPTEMBER 18, 2016

Wells Fargo should attend our global book launch webinar for my new book, ‘The Intuitive Customer’ Palgrave MacMillan 2017 and find out how to manage your Customer Experience through the use of behavioural economics. RBS: We Were Wrong; The Customer Must Come First…. When Household Names Lie and Cheat and the Customer Experience.

Banking 416

Banking Construction Accountability Sales 416

Toister Performance Solutions

SEPTEMBER 28, 2017

— Vee Rose (@jainyrose) September 27, 2017 It's been awhile since I compiled a list of my favorites, so I decided to write this post in response. Both are accomplished experts and consultants who frequently supply their own numerous insights.

Customer Service 49

Customer Service Contact Center Customer centricity Customer Care 49

Beyond Philosophy

AUGUST 2, 2017

Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. They do not complain.

Consulting 302

Consulting Consulting Employee engagement Customer Experience 302

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). It found that the number of households experiencing at least one problem over the past 12 months increased by 10 percentage points since the 2017 study. Image source: Customer Care Measurement and Consulting.

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Beyond Philosophy

DECEMBER 26, 2017

Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. In a recent Forbes article by Christine Comaford , she reported on the results of a 2017 Temkin Group CX Management Survey of 180 organizations with $500 million in annual revenues.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Beyond Philosophy

FEBRUARY 28, 2017

Tillerson’s remark led me to think about new employees generally, and my experiences over the years, both as an employee and as as the CEO of our customer experience consultancy, Beyond Philosophy. If you found this post interesting, you might also like these blogs: Ensure 2017 is YOUR Year: 3 Critical Things to Avoid!

Construction 327

Construction Feedback Consulting Consulting 327

Beyond Philosophy

AUGUST 30, 2017

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. 18 July 2017. < 19 July 2017. < Colin is an international author of five bestselling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Airlines 325

Airlines Consulting Consulting Customer Experience 325

Beyond Philosophy

JULY 16, 2019

One of the things that we do for clients in our global Customer Experience consultancy is what we call a Customer Mirror , which is where we have your experience as if we were a customer and then give you feedback on it. 17 May 2017. Do not design anything that guides people down completely the wrong path for them. Blogs.lse.ac.uk.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

Fonolo

JANUARY 31, 2018

We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Taylor Reach Group

MAY 1, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). We looked at how you can improve it by listening to your employees and acting on their suggestions ( TRG Blog March 2020 ).

Consulting 140

Consulting Consulting Surveys Feedback 140

Clarabridge

MAY 4, 2017

To kick off the final day of C3, Rob Hatfield, Director of Operational Analytics and Consulting for HCSC, and Pam Plyler, Customer Experience and Executive Practice Lead of Northridge Group, delivered a rousing opening keynote about how they changed HCSC’s culture by thinking like the customer.

Customer Service 45

Customer Service Best practices Feedback Consulting 45

Beyond Philosophy

JANUARY 11, 2017

Hertz (which also owns Dollar and Thrifty) blamed it on vehicle depreciation, but depreciation may be the least of the rental car industry’s worries as we move into 2017. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Journey mapping 305

Journey mapping Consulting Consulting Customer Experience 305

Beyond Philosophy

JUNE 22, 2017

To learn more about the Anatomy of a Customer Interaction and the concepts behind it, please register for our FREE, informative 30-minute webinar on June 27th, 2017 at 11 am Eastern Time (USA). Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 404

Consulting Consulting Customer Experience 404

Beyond Philosophy

JANUARY 27, 2022

In some ways, I was riding the crest of CX, founding my global CX consultancy, Beyond Philosophy, twenty years ago and writing seven books on the subject over the past two decades. . Another post about disappointing CRM results was “ The Top 10 Reasons CRM Fails ,” published on CustomerThink in 2017. Poor CRM strategy.

CRM 195

CRM Consulting Consulting Quality management 195

Taylor Reach Group

APRIL 9, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). In my contact centers, I’ve also offered a graffiti-style feedback system that I’ve written about before ( Taylor Reach Blog ).

Consulting 173

Consulting Consulting Contact Center Surveys 173

Beyond Philosophy

FEBRUARY 19, 2019

Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. If you enjoyed this post, you might be interested in the following blogs and podcasts: How Do Customers Decide If Their Experience is Good or Bad? During her tenure, Kahn asked retailers to describe their idea of a great retailer.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

Beyond Philosophy

JANUARY 16, 2018

In my recent employee ambassadorship webinar , three seminal books which offer strategies and stories were identified: Firms of Endearment (2007), Conscious Capitalism (2013), and Everybody Matters (2017). Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 307

Consulting Consulting Personalization Customer Experience 307

bold360 Blog

FEBRUARY 6, 2019

According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. This also makes sales reps even more valuable in the later stages of the buying journey – when customers are educated and are ready for a more consultative experience. So, what’s a B2B company to do?

B2B 82

B2B Personalization Chatbots B2C 82