Beyond Philosophy

AUGUST 17, 2023

They measure how long the agents spend on the phone, and they also know how long it takes to do a delivery and other details like that, but not how long it takes for a customer to do something in an experience. Every company has to align what they charge with what their customers value.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. To make a long story short, they tried but couldn’t. . Or are they? The O2-Shaw Debacle.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

SEPTEMBER 22, 2022

So, How Are Memories Formed? In this issue, we explain why memories are essential to experiences, when we use them to decide sometimes, and how memories form. In this issue, we explain why memories are essential to experiences, when we use them to decide sometimes, and how memories form. So, why is memory crucial?

Consulting 221

Consulting Consulting Customer Experience Management 221

ShepHyken

DECEMBER 13, 2021

I have added my comment about each article and would like to hear what you think too. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. It’s about getting “service” right. and the U.K.,

Customer Service 190

Customer Service Call Center Customer Experience Customer Support 190

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. It demands a consistency of thought, of purpose, and of action over a long period of time.❞. Customer service needs customer data.

Customer Service 226

Customer Service Contact Center Technology Big data 226

Beyond Philosophy

MARCH 31, 2022

Before we dive into how you can maintain and improve your Customer Experience even during a price increase, it is essential to appreciate the role of inflation in the broader economy. If nobody’s spending or investing money because it’s more valuable for them to hold on to it, everything shuts down.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Beyond Philosophy

FEBRUARY 23, 2023

Flower asks, “How can I increase prices and not lose customers?” Your customers probably are facing similar decisions in their line of work, too. Moreover, a fair warning of a price increase is not enough to set expectations, no matter how economically savvy your customers are. Better yet?

Education 195

Education Management 195

Beyond Philosophy

JUNE 30, 2022

That Apple is an exceptional brand is an idea I hold near and dear to my heart, and I cannot be convinced my beloved technology company could do wrong. We will see what is going on psychologically when we refuse to update beliefs and how that affects your customer strategy. . Why do human beings reject information out of hand? .

Consulting 195

Consulting Consulting Contact Center Wait times 195

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Beyond Philosophy

SEPTEMBER 10, 2020

Human beings are magnificent at holding onto two contradictory beliefs in their minds. We discussed this phenomenon in a recent podcast and how we all do this. The team demonstrates how football (aka, soccer, for those unfamiliar with the British version of the word) should be played. Or they do in my mind anyway. .

Consulting 457

Consulting Consulting Advertising Accountability 457

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. If they ignore them, or ignore the defense they are facing, they will not get the yards they need to hold onto the ball.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Beyond Philosophy

JULY 7, 2022

We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar? How can these retailers benefit from the new technologies?

Technology 402

Technology Consulting Consulting Personalization 402

Beyond Philosophy

AUGUST 28, 2017

How Our Memories are Formed. How did I feel at the end? How did this compare to other events I’ve seen? How did my experience measure up to what I expected? Others will hold different memories depending on whether they saw a total or partial eclipse, where they were, and who they were with.

Consulting 281

Consulting Consulting Customer Experience Call Center 281

Fonolo

MAY 3, 2023

So, we’re hoping you’ll forgive us for making this piece long and detailed. The more successful your call center is – that is, the more calls you get – the more likely you are to face increased hold times. The longer callers are on hold, the more likely they are to give up. How Does Abandonment Rate Affect Customer Satisfaction?

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

Fonolo

SEPTEMBER 14, 2023

In this blog, we’ll discuss how to create goals that will take your call center to the next level. We’ll look at customer service and professional growth goals for agents and discuss some specific goals for managers, too. Many work long, difficult hours in a stressful environment. Using the S.M.A.R.T

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Beyond Philosophy

FEBRUARY 11, 2019

I was scared when I went out on my own, too. In a recent podcast , I gave my ten-step plan for how to create your award-winning consultancy. That holds a lot more credibility. My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. I was surprised and honored.

Consulting 207

Consulting Consulting Benchmark Customer Experience 207

Beyond Philosophy

MAY 16, 2016

In other words, it suggested that your external world is predictive for your long-term happiness. Achor said your external world influenced only 10% of your long-term happiness. Instead, he stated that: “90% of your long-term happiness is predicted not by the external world, but by how your brain processes the world.

Consulting 0

Consulting Consulting Sales Personalization 0

Fonolo

DECEMBER 6, 2022

Just because you’re a leader doesn’t mean you can’t develop, too! . Of course, this could be caused by market drivers and staffing issues, too. . Instead of turning them off with long hold times, they can schedule a conversation for a time that suits them and speak with an agent at another time. He’s right!

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. We do a lot of waiting in our lives. I was in a Starbucks recently.

Wait times 403

Wait times Management Consulting Consulting 403

Beyond Philosophy

OCTOBER 15, 2015

State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. How are companies blowing it? Waiting on hold too long (15%). That’s because over 50% of a Customer Experience is how a Customer feels about it. New research reveals that 98% of U.S.

Customer Service 379

Customer Service Multichannel Self service CRM 379

Beyond Philosophy

APRIL 7, 2022

How Do We Form Expectations? I use an exercise when I am a speaker that demonstrates how this spontaneous formulation works. Many people talk about jungles or lush vegetation, and others might describe how they feel with words like hot and humid. Most companies also know that return processes have expectations, too.

Journey mapping 195

Journey mapping Sales Consulting Consulting 195

Beyond Philosophy

APRIL 9, 2021

Among other things, Dunbar studied how people and animals processed group sizes. In other words, Dunbar and his researchers could predict how large a social circle would be based on the size of the animal’s brain. Once the number of people I managed went above that 150-160 mark, I lost touch and it changed how I led the team.

Management 391

Management Accountability Consulting Consulting 391

Steve DiGioia

MARCH 25, 2020

So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstand the revenue losses during the imposed shutdowns.

Personalization 262

Personalization Management Sales Customer Service 262

ProProfs Blog

JULY 29, 2020

From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. Remember when you tried dialing a customer care number only to experience a painful never-ending hold time and a disinterested agent who would read his script in an almost robotic tone?

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

Beyond Philosophy

NOVEMBER 6, 2017

So how do you make sure your contact centre is set up to deliver the ultimate customer experience ? Here’s how you can manage that: Make sure your contact center is equipped and properly staffed to handle the volume of incoming and outgoing communications effectively and efficiently. 1 – Make it easy for people to get in touch.

Contact Center 278

Contact Center Wait times Call Center Customer Experience 278

Beyond Philosophy

JANUARY 19, 2020

Confirmation Bias describes how, when we have an opinion about something, we seek out information that confirms what we believe. In other words, we form a belief and then doggedly hold onto it! . How Confirmation Bias Works in Customer Experience. Did you hear how they knocked at the door to give me this stuff?

Consulting 390

Consulting Consulting Customer Experience Management 390

Comm100

MAY 25, 2022

Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers. Prices have soared in other areas too, particularly as inflation approaches double-digit numbers in some places. Challenges have emerged in the past two years.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

ShepHyken

MAY 27, 2019

I have added my comment about each article and would like to hear what you think too. As you read this article, think of how this relates to your business. It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver. by By Team Survaider.

Journey mapping 259

Journey mapping Customer Service Employee engagement Morale 259

Beyond Philosophy

DECEMBER 17, 2018

is provided by regional companies that each hold a monopoly on their own territory. The group, the Consumer Council for Water, has asked three water companies to provide it with quarterly reports on how it will reduce complaints in the future. All too often they are the only game in town , or there is only one other supplier.

Government 308

Government Customer centricity Customer Experience Customer Service 308

ShepHyken

FEBRUARY 21, 2020

Modern consumers are smart – they have countless shopping options, and thus are too impatient for checkout delays, long queues and incompatible payment options. Keeping that in mind, this blog highlights the best strategies you can implement to master customer experience at the point of sale. Why Point of Sale Matters So Much?

Sales 238

Sales Customer Experience Marketing Personalization 238

ProProfs Blog

OCTOBER 13, 2020

When almost 60% of customers believe that waiting on hold for a minute is too long, then imagine how a customer-obsessed CEO, Jeff Bezos, must have felt after waiting for more than four minutes to get on line with its own customer service team? We’ll help you learn everything about FCR in this blog post.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Customer Service 78

Customer Service Chatbots APIs Government 78

Fonolo

FEBRUARY 9, 2023

This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. What is the Purpose of Service Levels?

Service level 142

Service level Call Center Abandon rate Metrics 142

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. Instead, what drives financials long term is customers coming back for more and bringing their friends. . Want to know more about how to do the same? I couldn’t agree more with him on this point.) Buy his book!

Airlines 273

Airlines Metrics Accountability SaaS 273

Nicereply

NOVEMBER 7, 2023

Here’s how to give constructive and actionable negative feedback with many real-world negative performance feedback examples, so you can improve how you phrase and approach it. A large team or a very busy queue might get in the way of how deliberate you can be with feedback, but making an effort will have an impact.

Feedback 59

Feedback Construction Scripts Engineering 59

Beyond Philosophy

JUNE 17, 2020

Confirmation Bias describes how, when we have an opinion about something, we seek out information that confirms what we believe. In other words, we form a belief and then doggedly hold onto it! How Confirmation Bias Works in Customer Experience. Did you hear how they knocked at the door to give me this stuff? The nerve!”.

Consulting 300

Consulting Consulting Customer Experience Management 300

ShepHyken

JULY 10, 2020

This kind of approach certainly brought some results, but the how and why of its effectiveness often remained a mystery. As you publish content on your blog over a longer period of time, older posts will start getting buried deeper in your site’s architecture. Update Old Content. This will bring it to the top of your content feed.

Consulting 255

Consulting Consulting Marketing Engineering 255