Beyond Philosophy

SEPTEMBER 24, 2020

These organizations can go into incredible depth using science in other areas like products, finances, operations, and so on, but not customers. When you look at people’s psychological attributes, like their personality characteristics, lifestyle, interests, and social classes, you can infer something about their behavior.

Entertainment 348

Entertainment Consulting Consulting Finance 348

Beyond Philosophy

MARCH 31, 2015

One industry consultant said that the new, high-tech branches are aimed at three customer personas: busy, gadget-centric millennials, Gen X soccer moms, and baby boomers who own small businesses. Blogs Customer Retention' The largest banks appear to be all about building branch relationships through technology.

Banking 310

Banking Airlines Self service Finance 310

Beyond Philosophy

JULY 24, 2017

Among its perks, the program ensures that you only have to deal with one person throughout your transaction. If you can afford its Black Label program, sales people come to you, and you deal with one person from beginning to end. Lexus, for example, introduced a fixed-price program called Lexus Plus last year. The post Unbelievable!

Employee engagement 278

Employee engagement Finance Sales Consulting 278

Beyond Philosophy

MARCH 25, 2019

The finance guys at BT loved that, by the way. In our global Customer Experience Consultancy, we recommend a model that describes what people actually do. Once you submit, we compare your answers against what we know about the market and send you a free personalized report about where your organization is today. So, we didn’t.

B2B 332

B2B CRM B2C Education 332

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. At the end of the day, you are still selling to a person. The post Guest Blog: The Customer Experience is Not Just for B2C appeared first on Shep Hyken.

B2C 38

B2C Customer Experience B2B Journey mapping 38

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben Motteram is the Principal at CXpert , a Customer Experience consulting company that helps their clients grow by placing the customer at the centre of everything they do. Thanks Ben! BM : It’s a great point you make, Brock.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

ChurnZero

NOVEMBER 4, 2022

You’re not going to say that person’s fantastic because they do good work, they put in long hours, and there’s a lot of face time,” says You Mon. Finance is less of a Customer Success foe than you think. CS leaders can remove barriers in their relationship with the finance team by learning to speak their language.

SaaS 98

SaaS Customer centricity Finance Best practices 98

TeleDirect

DECEMBER 14, 2023

There was a time when outbound call centers consisted of a person calling phone number after phone number in search of that one lead. To learn more about the benefits and features of outbound calling or to schedule a consultation, contact TeleDirect today. Fortunately, times have significantly changed. Our team is here to help.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

aircall

NOVEMBER 9, 2022

To gain deeper insight into the potential cost savings of switching to Aircall, we commissioned Forrester Consulting to conduct a Total Economic Impact™ study. The composite organization represented in the Forrester Consulting study was able to make VoIP maintenance and calling cost savings amounting to $219,254 over three years.

voip 62

voip Consulting Consulting Sales 62

GetFeedback

JANUARY 28, 2020

The average customer retention rate is below 20% for most industries but for media or finance sectors, the retention rate is over 25%. Given that video consumption is half as much time to consume than written text, 82% of people would prefer to watch a live video than to read a blog post. What’s a good customer retention rate?

Customer retention 128

Customer retention Education Brand ambassadors Marketing 128

Horizon CX

MARCH 10, 2023

Many articles, blogs, consulting hours, and attention have been invested with this in mind. A permanent autonomous CX department is a high-profile reduction target when finances tighten. Yet does the evidence support this? — already charged and accountable for customer deliverables and outcomes.

Education 52

Education Finance Accountability Coaching 52

aircall

NOVEMBER 7, 2022

To understand how to further optimize your operations workflows (and limit the amount of time you spend on low-value tasks), we’ll take a look at a commissioned Forrester Consulting Total Economic Impact™ study to see how a composite organization saved 20% in operational admin time by switching to Aircall’s cloud-based phone system.

voip 48

voip Consulting Consulting Sales 48

Customer Guru

MARCH 7, 2018

In an endeavor to do so, we have collated the stories of women CX and business leaders across the globe and across industries – right from finance to e-commerce, and IT to fashion. She is one of the most personable #WomenInCX. Nienke Bloem – Customer Experience Consultant and Keynote Speaker.

Customer centricity 113

Customer centricity Education Finance Benchmark 113

Beyond Philosophy

SEPTEMBER 15, 2022

Zhecho Dobrev , Senior Consultant at Beyond Philosophy for 13 years, Customer Experience and Behavior Science Consultant and Trainer, and, now, Author of The Big Miss: How Organizations Overlook the Value of Emotions, digested all that data and wrote a book about it. The post appeared first on CX Consulting.

Journey mapping 39

Journey mapping Consulting Consulting Finance 39

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% According to IDC, “AI is the game changer in a highly competitive environment, especially across customer-facing industries such as retail and finance, where AI has the power to push customer experience to the next level with virtual assistants, product recommendations, or visual searches.”.

Technology 122

Technology Customer Service Gamification Contact Center 122

CrazyCall

SEPTEMBER 11, 2018

These are your words, but pre-sorted and pre-organized, so when you are making a call you can solely focus on the person over the phone. Why does the person who answers the call should be interested in what you have to offer? “ Then, Amit tries to show the value that a call offers to the person over the phone. A follow-up call?

Scripts 124

Scripts Sales Telemarketing Consulting 124

aircall

AUGUST 8, 2017

Finance & Operations. Building a service-oriented culture attracts potential hires whose personalities and priorities will resonate with your business’ identity. Go beyond a monolithic model, and encourage different departments to consult each other and cooperate.

Customer Support 91

Customer Support Feedback Finance Sales 91

CustomerSuccessBox

SEPTEMBER 4, 2019

If anything needs my immediate attention or a push I get in touch with the business user on call/email or in-person depending on the criticality of the matter, preferred channel of communication and the availability of SPOC. The Accounts/Finance to raise invoices or confirm if the payment has been made.

SaaS 78

SaaS Accountability Best practices Finance 78

Callminer

AUGUST 1, 2017

James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. With more than 15 years of experience in business, finance and accounting, she is also responsible for implementing financial controls and processes. She writes for the blog of Dialer360. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Help Scout

JANUARY 27, 2019

Beyond directly answering questions, they are consultants, helping our customers figure out and master all the ins and outs of the software. Mission: Improve product adoption and retention by serving as a partner and consultant to potential and current Help Scout customers.

Customer Service 40

Customer Service Coaching Consulting Consulting 40

C Space

SEPTEMBER 27, 2020

It is lower-income households that face a longer slog of normalizing their finances,” He Wei, an analyst at Gavekal Dragonomics, said in a recent report. Dorsey, who has publicly supported the Black Lives Matter movement, has personally pledged $1 billion to relief programs tied to the pandemic.

Finance 40

Finance Surveys Banking Marketing 40

Callminer

AUGUST 6, 2019

Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation. IVR speech recognition and speech-to-text features do the heavy lifting ordinarily done by live agents while personalization tools help tailor calls for good customer experience.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. It would help if you built up your own war chest, not financing theirs. .

Consulting 221

Consulting Consulting Finance Education 221

SmartKarrot

FEBRUARY 16, 2022

Ben Murray is a Certified Public Accountant whose passion for SaaS metrics, financial performance, subscription economy, forecasting, and SaaS operations drove him to kick start blogging on the same. His posts shed light on SaaS finance and calculations. He is with Sixteen Ventures, a consulting firm that helps grow SaaS companies.

SaaS 10

SaaS Finance B2B Marketing 10

CSM Practice

JULY 24, 2019

You could also personalize the onboarding process to identify and meet unique customer needs. · Customer Support. Finance – The CSM can assist in resolving billing inquiries and drive collections. Onboarding – A successful collaboration can create above the line customer relationship and develop a long-term roadmap.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Our head of engineering, product, finance, etc. Something I always look for as a leader is if a person is generally interested in helping people.

Consulting 40

Consulting Consulting Coaching Metrics 40

SmartKarrot

DECEMBER 8, 2022

In this blog, we focus on the definition of a client partner, their job role, and their job description. The client partner may need to personally approach prospective customers and expose them to the business’s goods and services, usually by focusing on particular organizations or businesses. 2) Develop strong listening skills.

Consulting 10

Consulting Consulting Accountability B2B 10

Hodusoft

JANUARY 1, 2024

In this blog, we will delve into the importance of virtual banking and the role of IP PBX Software in streamlining remote financial services. Access To access any service or information, the customer usually interacts with a bank representative in person at a physical branch. That number was 197 million in March 2021.

Banking 52

Banking Interactive Voice Response Finance Accountability 52

Hodusoft

JANUARY 1, 2024

Contact centers have been instrumental in offering personalized services without the need for customers to visit the branch. In this blog, we will delve into the importance of virtual banking and the role of Contact Center Software in streamlining remote financial services. That number was 197 million in March 2021.

Contact center software 52

Contact center software Banking Contact Center Finance 52

Natalie Petouhof

MARCH 6, 2017

Originally from Florida, von Tobel graduated from Harvard College and went to Harvard Business School before launching LearnVest, which is redefining the American approach to personal finance. Earlier, he worked as a management consultant for McKinsey & Company. from the Stanford Graduate School of Business.

Finance 40

Finance Engineering Advertising Entertainment 40

Call Center Weekly

FEBRUARY 5, 2018

I've seen where so many employees are affected negatively because the person they report to has never figured out what it is they do. It takes loyalty because you never know what a person needs at any moment, even if it's a quick hello, and you have to be willing to give it. Connect with Mitch: Website | Blog | Twitter | YouTube.

Finance 288

Finance Consulting Consulting Education 288

CX Accelerator

SEPTEMBER 16, 2022

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Remember that experience design is something everyone does, not just a small team or one person. If finances are tight and projections are concerning (hello Q3, we see you), show how the retention of every member is worth X$/mo and then calculate that into a dollar figure.

Consulting 208

Consulting Consulting Finance Customer Experience 208

Callminer

MARCH 6, 2020

Michael Mancinone is an Organizational Psychology Consultant at Peoplogica , a leading People Analytics provider that helps Recruiters, HR managers and Business Owners select, retain, and develop high performing employees. Empathy: How personally involved do you become in solving the needs of a customer? Michael Mancinone. peoplogica.

Management 207

Management Customer Service Consulting Consulting 207

Callminer

MARCH 6, 2020

Michael Mancinone is an Organizational Psychology Consultant at Peoplogica , a leading People Analytics provider that helps Recruiters, HR managers and Business Owners select, retain, and develop high performing employees. Empathy: How personally involved do you become in solving the needs of a customer? Michael Mancinone. peoplogica.

Management 182

Management Customer Service Consulting Consulting 182

SmartKarrot

SEPTEMBER 23, 2022

To develop excellent customer experiences , consultants have worked hard to assist businesses in recognizing the magnitude of customer scores. This is a nudge to every finance professional. Avoid being simple, and don’t be so silly as to think there’s only one person internally making all the decisions.

Metrics 10

Metrics Finance Upselling Accountability 10

SmartKarrot

SEPTEMBER 23, 2022

To develop excellent customer experiences , consultants have worked hard to assist businesses in recognizing the magnitude of customer scores. This is a nudge to every finance professional. Avoid being simple, and don’t be so silly as to think there’s only one person internally making all the decisions.

Metrics 10

Metrics Finance Upselling Accountability 10

Help Scout

JULY 27, 2021

Starting a blog or knowledge base could be a great way to do that. You could do posts breaking down agent fees or answering common financing questions. Be sure you properly vet anyone you’re bringing into your personal network. Be a consultant, not a convincer. Learn as much as you can, but err on the side of caution.

Real estate 83

Real estate Best practices Customer Service Consulting 83