Beyond Philosophy

OCTOBER 13, 2022

I thought, wouldn’t it be great if I could show them on my screen so they would know I was an honest bloke? Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. We created this newsletter in partnership with Streem. I didn’t know what the whatchamacallit was, but I knew it wasn’t working.

Customer Experience 222

Customer Experience Contact Center Engineering Scripts 222

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers. This reluctance comes at us from an evolutionary level. . Do you know what annoys me?

Customer effort 458

Customer effort Government Consulting Consulting 458

Beyond Philosophy

JANUARY 23, 2017

Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. The sensors go beyond making recommendations and use technology to ensure that passengers are always comfortable, even turning on lights and adjusting room temperature as guests walk toward their rooms. But customers are not rational!

Technology 346

Technology Big data Customer emotions Consulting 346

Beyond Philosophy

JUNE 12, 2015

Since 1994, the ACSI Score rose from 74.8 Given the focus on CX over the years and the resources allocated to it, the question becomes are organizations really getting the return on this investment? I also worry about the plateau/decline (from 76.2 I also worry about the plateau/decline (from 76.2 to a high of 76.8

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Beyond Philosophy

JANUARY 4, 2022

So, today, we will talk about convincing people that having a relationship with customers is a good idea. I would create a spreadsheet showing long-term relationships and their profitability in Tina’s case. Stories will help solidify it and best practices from other organizations in their industry.

Engineering 222

Engineering Consulting Consulting Best practices 222

Beyond Philosophy

OCTOBER 25, 2019

After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.

Consulting 262

Consulting Consulting Technology Personalization 262

ShepHyken

JULY 14, 2017

This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. A negative review, like any complaint, is an opportunity to show how good you are.”. Shep Hyken.

Customer Experience 112

Customer Experience Morale Advertising Marketing 112

Beyond Philosophy

NOVEMBER 20, 2015

Since 2002, I have learned some truths about starting my own business. There is one thing most people who are considering starting their own business worry about: What if I fail? For anyone considering leaving a job to start their own business, I would offer one important piece of advice: Being afraid is never the reason not to try.

Consulting 345

Consulting Consulting Customer Experience Accountability 345

Beyond Philosophy

AUGUST 8, 2016

Right now, people from all over the world are leaving their schedules, their responsibilities, and their diets at home and getting away for much-needed rest. If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience?

Entertainment 264

Entertainment Airlines Consulting Consulting 264

Beyond Philosophy

JUNE 7, 2017

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. The Rise of Authenticity.

Government 305

Government Advertising Surveys Marketing 305

Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? 68% of customers will pay more for products or services from brands known for their excellent customer service. 68% of customers will pay more for products or services from brands known for their excellent customer service.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. In the early stages of the pandemic, business conditions became very fluid. Agent morale suffered which led way to rising turnover and the Great Resignation. However, CCaaS isn’t the complete answer and will not guarantee success.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Global Response

SEPTEMBER 21, 2023

Should e-commerce businesses work with outsourced call centers? When you’re handling your entire customer support and CX in-house, you’re not only using a resource-heavy and costly method, but you’re also limited to the expertise, time, resources, technology and strategy available in-house.

Best practices 62

Best practices outsourcing Call Center Multichannel 62

Global Response

OCTOBER 2, 2023

With so many places to contribute online, it can be tough to know where customers are even talking about your business. For example: 60% of US consumers said they’d stop doing business with a company they saw as untrustworthy. 59% of consumers do online research before purchasing to ensure they’re making a good decision.

Call Center 62

Call Center Management Airlines outsourcing 62

Nicereply

OCTOBER 24, 2023

What’s customer experience (CX)? It’s the heartbeat of your business success. Ever wondered what makes your favorite brands stand out in today’s competitive business arena? The harmony between a brand and its users, the very heart of customer experience (CX), has emerged as the keystone of modern commerce.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. This will lead to more referrals, less churn, and ultimately more revenue for your business. Customer success has become a key priority for businesses lately because of the intense competition in most industries. This is a great way to build customer loyalty for business.

Education 59

Education Accountability Customer retention Journey mapping 59

360Connext

OCTOBER 26, 2017

For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. Now leaders worldwide are resolving to improve CX. The best CX leaders put themselves in the customer’s shoes.

Education 118

Education Customer centricity Metrics Customer Experience 118

Global Response

JUNE 27, 2023

Once you’ve determined the location, strategy, services and structure that’s right for your call center, you still have one of the toughest parts yet to go—recruiting and hiring. In short: don’t sugarcoat it and be clear from the beginning what you’re looking for.

Call Center 62

Call Center outsourcing Advertising Coaching 62

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. As CX practitioners we can continue to make an impact. As CX practitioners we can continue to make an impact. Below is the revival of my original blog post from 2015. Prince who was the co-creator of Synectics.

Construction 59

Construction Education Best practices Customer Experience 59

Hello Customer

SEPTEMBER 17, 2020

Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. So, the input for the interview actually came from you guys, the audience! An increase in digital doesn’t necessarily mean that business becomes less human.

Customer centricity 52

Customer centricity Feedback Banking Customer Experience 52

Hello Customer

SEPTEMBER 17, 2020

Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times. So, the input for the interview actually came from you guys, the audience! An increase in digital doesn’t necessarily mean that business becomes less human.

Customer centricity 52

Customer centricity Feedback Banking Customer Experience 52

SmartAction

MARCH 18, 2019

IVR automation has been around for awhile, but for the most part, it just hasn’t been very good. The cost and effort to build automation that isn’t very good or might not even work (and isn’t omnichannel) is why most contact centers have an over-reliance on live agents, even for the most routine and repetitive call types.

Virtual Agent 68

Virtual Agent Interactive Voice Response APIs Contact Center 68

ViiBE Blog

JANUARY 25, 2021

Further, the exceptional performance of ViiBE’s integration makes it the first choice AR remote assistance tool for companies such as Decathlon and Allianz Partners. Zendesk is designed to foster great customer relations, and to do so provides software addressing customer support, sales, and customer engagement.

CRM 52

CRM Technology Sales Call Center 52

Vistio

JULY 11, 2022

And then in the early mid aughts, I segued from there to IDC. And for about six and a half years I was on the BPO or Business Process Outsourcing team with a particular focus on customer contact and really enjoyed that outside of Boston and went to Stream Global Services for a short time. There was a leadership change going on there.

Technology 52

Technology Self service Contact Center Analytics 52

Global Response

AUGUST 7, 2023

So, how do you create empowered call center agents who can deliver great service day-in and day-out? Empowerment also means creating a company culture that rewards and prioritizes continuous improvement, learning from one another and creating development and growth opportunities for all team members. We’ll show you how in this article.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Nicereply

DECEMBER 5, 2022

Whether it is for a special holiday, or for a time of year, many businesses experience volume fluctuations in their customer care needs. From forecasting to product changes to training and tooling, seasonality combines all aspects of workforce management and beyond. Matt : The business focused on software for K-12 schools.

Self service 52

Self service Education Finance outsourcing 52

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Jenny has been recognized as a leader in the CX industry, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

REVE Chat Blog

FEBRUARY 12, 2020

According to Accenture Banking 2020 , more than 30% of consumers switched their bank providers in the past 6 to 12 months due to good competitive pricing, high customer service quality or good value for money. What is customer experience (CX) in Banking? . What are the customer expectations from digital banking experience? .

Banking 76

Banking Customer Experience Chatbots Big data 76

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. In this always-changing universe of customer interactions, knowing where to go for resources can be tricky. 2022’s top customer service blogs. Key quote: “Help your customers help themselves.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Beyond Philosophy

JUNE 4, 2020

Today, we are going to discuss in more detail why this works and what you can do to implement these surprising ideas that don’t make sense to encourage the success of your brand. In our last issue of Why Customers Buy, we discussed how doing things differently than your competition could be the most reliable path to success for your brand.

Consulting 392

Consulting Consulting Advertising Analytics 392

Beyond Philosophy

SEPTEMBER 30, 2021

This feeling has to do with Loss Aversion, which explains that people feel worse about losing things than gaining things feels good. . I bought trousers from a company in the UK called Cotton Traders, but I don’t like them and want to return them. One of our podcast listeners wrote to us with a problem.

Sales 195

Sales Advertising Customer centricity Accountability 195

Netomi

JANUARY 5, 2022

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. We fully recognize and appreciate that there are multiple ways CX can and should be improved that don’t have anything to do with Artificial Intelligence. Customer service leaders come in all shapes and sizes.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. In this mix, it is necessary to find efficient ways to sustain your business. What do Experts have to say?

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Lumoa

APRIL 24, 2018

NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague.

Consulting 135

Consulting Consulting Metrics Feedback 135

Global Response

NOVEMBER 14, 2023

Is your traditional call center still serving your business goals? Many businesses think that they are—until they consider other options. However, modern Contact-Center-as-a-Service models (CCaaS) allow teams to work remotely from anywhere and access all of their call center tools and software via the cloud.

Call Center 62

Call Center Contact Center outsourcing Multichannel 62

JustCall

APRIL 3, 2023

Customer experience success for businesses strives on their ability to create unforgettable interactions—ones that keep customers coming back for more. In fact, according to estimates, customer experience is a top priority for businesses today: This makes sense. Let’s get going. What is CX (Customer Experience)?

Customer Experience 40

Customer Experience Journey mapping Surveys Feedback 40