Beyond Philosophy

JULY 26, 2018

How about the vegetation? Now, to be clear, there isn’t a wrong answer here. Now, to be clear, there isn’t a wrong answer here. These expectations are also an example of a Reference Point. Where we are coming from is how we determine or judge where we are. Your Customers Have Expectations, Too.

Real estate 330

Real estate Morale Customer Experience Consulting 330

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult.

Airlines 212

Airlines Customer Care Engineering Accountability 212

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 122

Contact Center Self service Analytics Banking 122

ShepHyken

DECEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, writes about one of the most important parts of the customer relationship, authenticity. Being authentic is required by all of us in order to deliver an Amazing customer experience. You have a program in place to track Voice of the Customer data.

Customer Service 197

Customer Service Scripts Feedback Personalization 197

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. We are facing these same unrealistic expectations for AI today.

Self service 221

Self service Analytics Personalization Consulting 221

Beyond Philosophy

FEBRUARY 23, 2023

Flower asks, “How can I increase prices and not lose customers?” ” Since I figure with rising supplier and material goods costs, not to mention energy costs increases, many of you are facing the same issue, I thought we could also discuss it here. Then, you keep all your customers and Bob’s your uncle.

Education 195

Education Management 195

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. What is Customer Experience in the Financial Industry?

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Beyond Philosophy

JUNE 8, 2023

Convincing other people in your organization to let you spend money on Customer Experience improvements is essential to leading this effort at your organization. Essentially, you are convincing people to commit resources to change, which is not easy for many organizations. In our recent podcast, Context is King!,

Finance 195

Finance Marketing Personalization Accountability 195

Beyond Philosophy

JULY 20, 2021

We shared these books on a recent podcast, chosen because we liked them a lot or, in some instances, because they changed our lives. The Seven Books That Changed Our Lives: The Experience Economy: Competing for Customer Time, Attention, and Money by B. The Experience Economy: Competing for Customer Time, Attention, and Money.

Consulting 370

Consulting Consulting Education Entertainment 370

Beyond Philosophy

DECEMBER 8, 2022

9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. I like it here.” ” However, after visiting a few more times, you expect that excellence.

Consulting 195

Consulting Consulting Metrics Personalization 195

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. We want to make a good decision but worry about how terrible the consequences will be if we make a bad one. It crystallized for me how vital certainty is in business. The answer is harder.

Management 359

Management Consulting Consulting Benchmark 359

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Here are a few we shared: 1. They give things to new customers only.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. Value is fundamental here. She asked the right blokes about this one.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

FEBRUARY 6, 2020

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth.

Marketing 405

Marketing Entertainment Consulting Consulting 405

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Having that kind of bond with your customers is fantastic for your business.

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

MARCH 31, 2020

We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran. The world and the market had changed! But there are other, not-travel related customer experience shambles too!

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

FEBRUARY 16, 2023

Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. I didn’t want to make the wrong decision, but I had no idea how to make the right one. Without that understanding, how could I sort through the options and know what was the right choice?

Consulting 195

Consulting Consulting Marketing Management 195

Beyond Philosophy

NOVEMBER 9, 2023

So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side. It is a shame because behavioral economics is about understanding your customers better.

Customer retention 195

Customer retention Sales Consulting Consulting 195

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How is research shared, discussed, distributed and analyzed? Lack of process.

Consulting 208

Consulting Consulting Finance Customer Experience 208

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

Beyond Philosophy

JANUARY 19, 2023

I can see when a client is engaged and buying into my pitch, usually because they pick up a pen and start drawing, too. I bring up my mad scribbling habit because our podcast listener, Jason Bradley, wrote in with a pickle asking us, “how do I decode when a customer has mentally decided to buy?

Consulting 195

Consulting Consulting Finance Sales 195

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the past two years, let alone the past seven. Customer research should be a priority every year.

Surveys 195

Surveys Consulting Consulting Metrics 195

Beyond Philosophy

SEPTEMBER 13, 2019

On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? . This psychological principle could have a significant influence on how customers behave in your Customer Experience. .

Banking 325

Banking Consulting Consulting Government 325

Beyond Philosophy

DECEMBER 29, 2022

I shared them on a recent podcast and thought I would share them here with you, too. However, the underlying lesson here is that we are always moving forward into a new normal; we don’t always notice it. So, the lesson for business is not to expect that tomorrow will eventually be like yesterday.

Consulting 195

Consulting Consulting Customer Experience 195

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Your customers will thank you, and they’ll be much more likely to share their positive experience with friends, family, and social media followers. These are rhetorical questions.)

Customer Service 207

Customer Service Airlines Feedback B2B 207

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? 80% of net revenue comes from the customer base. We hope so! At Totango Live!

Journey mapping 97

Journey mapping Construction B2B Education 97

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Chatbots 96

Chatbots Journey mapping Personalization Customer Support 96

Fonolo

MARCH 21, 2024

Contact center managers know that virtual queuing technology is essential to keeping operations running smoothly. It underpins some of the most useful tools agents have to handle large and changing call volumes. Virtual queuing simply refers to a system that lets a caller keep their place in line without sitting on hold.

Contact Center 75

Contact Center Abandon rate Multichannel Wait times 75

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints?

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. It’s about making a strategic leap, not just keeping pace.

Feedback 157

Feedback Analytics Multichannel Surveys 157

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Wait times 89

Wait times Feedback CRM Surveys 89

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 52

Contact Center Self service Analytics Banking 52

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Unprecedented times in 2020 have led to ongoing changes in consumer behavior and a scramble by businesses to meet their customers’ shifting demands. Here are the top things that contact centers can do now to deliver on the ever-shifting demands of customers.

Contact Center 98

Contact Center Gamification Self service Analytics 98

ProProfs Blog

JUNE 5, 2020

While the number of positive cases increases, the negative scenarios keep piling up. . Charles Darwin’s famous quote on species evolution stands true for today’s volatile business world- “ It is not the strongest or the most intelligent who will survive but those who can best manage change. ” . Business adaptation is the key.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

Customer Service Life

FEBRUARY 10, 2020

I’ll keep this one short and sweet. The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Without spoiling the entire article, Captain America ended up getting the job.

Customer Service 149

Customer Service Contact Center Chatbots Customer Experience 149