Beyond Philosophy

MAY 26, 2015

When I was 22, I hated it when people said, “You need more experience for this role.” ” I really hated it, but now I realised they were right… I needed more experience to make good decisions. In my experience, employers want people who do things, not talk about doing things. 4: Leadership is everything.

Feedback 356

Feedback Customer Experience Management 356

Beyond Philosophy

NOVEMBER 28, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Perception consists of the rational and the emotional, and even those elements which are tangible and functional have emotional underpinnings. After two years of research, the result was the Hierarchy of Emotional Value. Michael Lowenstein, Ph.D., Back to the Hierarchy.

B2C 208

B2C Banking B2B Customer advocacy 208

Beyond Philosophy

JULY 12, 2017

There are many takeaways from his letter, but one that stands out to me most is this: “ Obsess over customers, not competitors.”. Their mission statements might suggest that they are dedicated to their customers, but in reality, all they do is constantly check up on what their rivals in business are up to and try to emulate them.

Advertising 303

Advertising Marketing Sales Consulting 303

SharpenCX

NOVEMBER 23, 2021

Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Articles to Help you Deliver the Best Customer Experience: .

Customer Service 128

Customer Service Morale Contact Center Call Center 128

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. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Coping with Uncertainty in Business.

Management 359

Management Consulting Consulting Benchmark 359

Skybridge

AUGUST 11, 2022

Even tiny shifts in leadership focus can lead to costly drops in customer experience. That’s according to Forrester’s 2022 US Customer Experience Index. Forrester points to a diminishing focus on what customers want and need most. . What is behind this surprising stall and fall after 2021’s gains?

Customer Care 52

Customer Care Surveys Customer Experience 52

Beyond Philosophy

OCTOBER 20, 2014

These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience. What makes a toxic employee?

Construction 293

Construction Morale Consulting Consulting 293

Anexa BPO

APRIL 26, 2023

While customer loyalty remains a hard and fast goal for B2C organizations, challenges like increased costs of marketing, shifting consumer behavior and a myriad of other sales-related issues cause businesses to struggle. Let’s take a look at one of the most successful.

B2C 52

B2C outsourcing Customer centricity Best practices 52

ProProfs Blog

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Global Response

OCTOBER 2, 2023

They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. If you’ve ever had a negative customer service experience , this illustration probably serves well to remind you why call center etiquette can have a visceral impact on customer experiences.

Call Center 62

Call Center Scripts Chatbots outsourcing 62

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Because, even if they are attracted, visitors won’t have a good usage and emotional experience, and they will be less likely to return or convert. Michael Lowenstein, Ph.D., Defining the Objective(s) and Mechanics of Your Content Marketing Strategy.

Advertising 241

Advertising Engineering Analytics Marketing 241

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

Beyond Philosophy

NOVEMBER 2, 2014

These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience. What makes a toxic employee? Loss of morale.

Construction 188

Construction Morale Customer Experience Management 188

Etech GS

SEPTEMBER 11, 2018

Across the spectrum of leadership styles, those which motivate employees to approach their work with a greater degree of enthusiasm produce some of the best organizational results. Emotional intelligence, or EQ, plays a significant role in a servant leader’s success. How Servant Leaders Achieve Better Organizational Results.

Morale 75

Morale Personalization Customer Experience 75

Expivia

JANUARY 26, 2022

With the right tips and advice, you can transform customer engagement in your call center. . After all, you’re working with your agents who are dealing with the stresses of meeting sales goals while dealing with potentially challenging, angry customers. It takes hard work, focus, and consistency. Call centers can be stressful.

Call Center 105

Call Center Contact Center Management Employee engagement 105

Anexa BPO

JANUARY 21, 2023

With the rapid pace of change in technology and globalization, companies need to rely on their employees’ skills, knowledge, and experience to remain competitive. Strong human capital can provide a company with a unique advantage by driving innovation and delivering customer value. In fact, P+P Winners have been 1.5

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Consulting Consulting 52

inmoment

JUNE 1, 2020

In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Brands that are able to harness empathy and work toward achieving a more authentic customer experience will reach the top of its vertical and continuously achieve meaningful improvement for itself and its customers.

Customer Experience 69

Customer Experience Analytics Surveys Feedback 69

ClientSuccess

SEPTEMBER 12, 2018

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. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Emotional Intelligence 2.0

Best practices 49

Best practices SaaS Metrics Personalization 49

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Analysts are able to find valuable intelligence among the minutiae and use that to create insights that drive your business forward.

Analytics 49

Analytics Contact Center Technology First call resolution 49

Integrity Solutions

OCTOBER 8, 2019

The CEO knows salespeople are the ones on the front lines, talking to customers and prospects, gaining insights about the competitive landscape and picking up on market shifts and trends. Good CEOs are talking to customers and other executives all the time,” Training Industry President Ken Taylor told us. “So

Sales 80

Sales Coaching Metrics Accountability 80

SmartKarrot

APRIL 25, 2022

Emotional Intelligence is the ability to recognize, understand and handle emotions. People equipped with the power of emotional intelligence can handle their emotions as well as others. Thus, we consider emotional intelligence (EQ) one of the most desirable traits for a leader. Compassion.

Morale 10

Morale Personalization SaaS Management 10

aircall

MAY 16, 2017

As a field and as a department, customer support is no longer relegated to the kids’ table. Customers are afforded more options than ever, and as a result, their expectations in terms of service and support are soaring. Here are five customer support job descriptions to man every station and delight your customers.

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy. Rick Adams.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer centricity 40

Customer centricity Marketing Feedback Customer advocacy 40

ClientSuccess

OCTOBER 22, 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. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Mentor Questions.

Management 41

Management Feedback Personalization SaaS 41

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Why customer trust is important for brand loyalty. Donald Porter.

Education 84

Education Best practices Feedback Personalization 84

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Help Scout

OCTOBER 30, 2018

At Help Scout, we build customer support tools , so our customers are at the center of everything we do. When it comes to the hiring experience, our candidates are our customers, so that customer-first mindset naturally translates. Great recruiting doesn’t require deep recruiting experience. Thanks, Google.

Engineering 40

Engineering Coaching Personalization Best practices 40

Beyond Philosophy

SEPTEMBER 13, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. Emphasize people and core emotional values over ‘corporate’ positioning. Michael Lowenstein, Ph.D.,

B2C 341

B2C B2B Wireless Customer centricity 341

ProProfs Blog

AUGUST 21, 2020

Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Read this blog to learn how you can build an organizational culture around empathy and embrace healthy competition. Putting Yourself in Your Customer’s Shoes. Cognitive & Emotional Empathy in Business.

Sales 158

Sales Morale Personalization Scripts 158

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Teresa Allen.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Uniphore

JANUARY 4, 2022

Emotion AI. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Conversational AI Platform. U-Self Serve. Case Studies. White Papers.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

ProProfs Blog

JUNE 5, 2020

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. ” . Perhaps, getting customer service operations back in gear is what entrepreneurs need to shake-off the pandemic-induced slowdown.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result? Methodology.

Surveys 54

Surveys Customer Support B2C CRM 54