Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Remember the Nordstrom Way. However, they also provide an excellent Employee Experience.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

MAY 24, 2017

A fish sandwich that tasted too fishy to eat. Ballparks from San Diego to Cleveland have upped their food game over the past couple of years to include more local foods, partnering with local restaurants and breweries to offer things that fans might actually look forward to eating. And these happy fans come back for more.

Consulting 344

Consulting Consulting Customer Experience 344

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. Consider a happy moment in your life. Stumped again?

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

APRIL 4, 2019

Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast. We also explained how the two concepts are crucial to creating brand and customer loyalty. Customer Experience delivers against that promise. What does that mean?

Call Center 326

Call Center Consulting Consulting Benchmark 326

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. That would leave one group with a customer-centric mindset and the rest without one. We all know happy employees make happy customers.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. I’m sure most of you are the same with your significant others. The Reasons Behind Our Reasoning.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . Human beings look for the negative.

Personalization 195

Personalization Consulting Consulting Quality management 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. I have added my comment about each article and would like to hear what you think too. 3 Ways Covid-19 Has Changed the Customer Experience Forever by Josiah Johnson.

Customer Service 207

Customer Service Airlines Feedback B2B 207

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. I have learned a lot over these past two decades on how to ensure your business is booming, and I thought I would share them here with you. . When you start your own business, you need to work hard. I hesitated.

Consulting 221

Consulting Consulting Finance Education 221

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

Beyond Philosophy

APRIL 9, 2020

However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives. Incentives play into this idea.

Consulting 435

Consulting Consulting Finance Accountability 435

Beyond Philosophy

NOVEMBER 24, 2022

Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be? Or even is the iPhone the best option for all customers?

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

DECEMBER 22, 2022

Many of you are no doubt considering your New Year’s Resolutions. One of the things I learned was when I ate, it wasn’t just because I was hungry. Even when I stood up from my desk during the day to walk around and stretch my legs, I would stretch them right over to the fridge. Your automatic behavior kicks in.

Consulting 195

Consulting Consulting Management Customer Experience 195

Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The Experience Economy: Competing for Customer Time, Attention, and Money.

Consulting 370

Consulting Consulting Education Entertainment 370

Beyond Philosophy

JULY 11, 2019

It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . Usually, you and your friends would try to think of what restaurants you remember that are close to where you are.

Consulting 297

Consulting Consulting Benchmark Advertising 297

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. What Is a Chatbot?

Chatbots 86

Chatbots APIs Analytics Upselling 86

CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. Despite the creativity of your approaches or the generosity of your rewards and incentives, you've likely come across a particular challenge: apathy.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Beyond Philosophy

APRIL 23, 2020

The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. The Endowment Effect is at work in all of these valuations.

Journey mapping 449

Journey mapping Consulting Consulting Marketing 449

Beyond Philosophy

MARCH 23, 2015

Whether it’s a new employer or a new Customer, the beginning of a relationship sets the standards for how the two of you will interact moving forward. Too many people try to be something they aren’t. They try to be too clever or too much fun. Tip #4: Be realistic about what you expect from people.

Accountability 327

Accountability Feedback Personalization Customer Experience 327

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 discussed uncertainty in business and Customer Experience and how to cope with it in a recent podcast. It starts with your attitude, how you look at things. How People Cope with Risk.

Management 359

Management Consulting Consulting Benchmark 359

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

Metrics 312

Metrics Finance Surveys Consulting 312

ProProfs Blog

JANUARY 28, 2021

If you search the web, you’ll find valuable studies and statistics on customer satisfaction. Those can help you shed light on your own customers’ behavior and understand some of their needs or struggles. But what the studies don’t teach you is how to reach out to your customers and build a friendly relationship with them.

Feedback 148

Feedback Surveys Customer Support Sales 148

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. In my recent book, The Intuitive Customer , my co-author and I called them the Intuitive System and the Rational System.

Government 435

Government Consulting Consulting Customer Experience 435

ProProfs Blog

OCTOBER 30, 2020

Are you happy with our product? How likely will you recommend our product to your family or friend? These customer survey questions are a great way to check your customer’s happiness with your products and services. . Too much time to frame the answers. Where can we improve? Don’t worry!

Surveys 158

Surveys Feedback Customer Support Construction 158

Beyond Philosophy

JULY 16, 2019

However, I learned the armrests were there to dissuade the homeless population from sleeping on public benches. We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. It dawned on me that these armrests were a form of Choice Architecture. In the U.S.,

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

ClientSuccess

MARCH 8, 2023

Research Vectors by Vecteezy Personalize your email One of the most important things you can do is ensure your email is personalized. This will make the customer feel valued and show that you take their concerns seriously. Get straight to the point and tell the customer what you do to address their issue.

Personalization 79

Personalization Feedback Marketing Sales 79

Beyond Philosophy

MAY 29, 2017

Not that replacing the airbag that could explode and send shrapnel into you and your passenger’s face and body is anything you need to get sorted straight away. Not only are they expensive and time-consuming, but they also have serious repercussions for your brand. Sure, I’m joking, but recalls are anything but a joke.

Consulting 333

Consulting Consulting Customer Experience 333

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018. To get you ready for what is next in Customer Experience, let us review what we have learned so far.

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

Nicereply

FEBRUARY 28, 2022

Negative feedback is a natural part of dealing with customers. Regardless of how well trained your team is, how customer-centric your processes are , or how much you want to delight your customers, negative feedback is bound to arise. Personal: “You are too blunt when answering customers.

Feedback 105

Feedback Construction Customer centricity Personalization 105

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. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth.

Wait times 403

Wait times Management Consulting Consulting 403

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy. Using the S.M.A.R.T

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Here’s your complete guide to improving customer perception of your business. What is Customer Perception?

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

aircall

MARCH 15, 2022

Remember how you felt the last time a new colleague remembered your partner’s name or paid for your coffee? How about when someone complimented a presentation you gave or the last time your manager gave you a company-wide shoutout on your performance? Customers are the life-source of a business.

Sales 62

Sales Customer centricity Customer Experience Technology 62

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Airlines 248

Airlines Accountability Banking Telecommunications 248