Beyond Philosophy

MAY 31, 2019

Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. That is why helping your customers have a wonderful memory of your experience is essential.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . If you do, you are in the minority. 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.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

JULY 24, 2019

Are you thinking the same as me? Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Furthermore, I believe this could lead to their downfall.

Customer centricity 348

Customer centricity Government Morale Advertising 348

Beyond Philosophy

JUNE 17, 2019

I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! Can I get you anything else? As I often tell my audiences, I am blessed and cursed.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

Beyond Philosophy

NOVEMBER 18, 2021

However, it also reveals a powerful tool in your customer strategy: Scarcity. When you think about Scarcity for the everyday consumer, there are two primary ways we experience it. One is objective Scarcity, where you’re running out of something that you need. Dr. Goldsmith is an interesting person.

Marketing 221

Marketing Sales Consulting Consulting 221

Beyond Philosophy

AUGUST 5, 2021

It might seem obvious on the surface, but once you dig a little deeper, the lines begin to blur. For example, at Beyond Philosophy , a B2B company, we help organizations improve their Customer Experience, which is a service. For example, if what you sell is tangible, then it is a product, and if it is intangible, then it is a service.

B2B 195

B2B Consulting Consulting Benchmark 195

Beyond Philosophy

MARCH 31, 2022

It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs. Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Inflation Raises the Roof.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The answer is simple: What’s next is the next level of Customer Experience improvement. See the difference there? Let me explain.

Metrics 236

Metrics Consulting Consulting Customer Experience 236

Beyond Philosophy

AUGUST 14, 2019

I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do. You want your experience to be friction-less or easy.

Customer Experience 331

Customer Experience Benchmark Education Consulting 331

Beyond Philosophy

JULY 19, 2018

Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.” Samuelson, Zeckhauser, 1988).

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Customer emotions drive customer behavior.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

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. Also, I wondered if I had made a terrible mistake leaving my highly compensated job at British Telecom to launch this endeavor.

Personalization 195

Personalization Consulting Consulting Quality management 195

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. You can download the complete study here. Top three ways to prevent agent burnout Having a customer-focused organization is table stakes.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

ProProfs Blog

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. So, when you think of satisfying your customers, you need to ensure that: Your operators are empathetic towards the customers.

Customer Service 123

Customer Service Feedback Chatbots Surveys 123

Beyond Philosophy

MAY 23, 2019

I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. We don’t like it when things aren’t easy in a Customer Experience. We discussed friction’s effect on Customer Experience in a recent podcast.

Transportation 199

Transportation Consulting Consulting Benchmark 199

ProProfs Blog

MARCH 28, 2019

You have world-class products because you buy from the best suppliers using top-notch materials. Everyone buys from you and your competitors cannot even come close in matching your quality and product range! Strangely, for some reason, you can’t increase your market share and move forward. Educate your Customers.

Customer centricity 83

Customer centricity Scripts Education Healthcare 83

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. Reason #2: The fear of long case resolution times.

Customer Service 102

Customer Service CRM Self service Gamification 102

Avaya

NOVEMBER 16, 2016

This means that an air conditioner can be used to steal customer numbers or medical records. As a further example, ACLs on VLANs do not help once you are at the routing layer. Number two on the list was to segment networks and data. His reason for stating this is two-fold.

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REVE Chat Blog

FEBRUARY 26, 2020

The polarity lies in how they focus on building customer relationships to the next scale. Strong customer relationships are much like any relationship. You need to invest your time to build and nurture them over a period. The below model is one approach towards building good customer relationships. What is the difference?

CRM 104

CRM Feedback Personalization Education 104

NobelBiz

OCTOBER 26, 2020

Truth be told, in order to become a sales star, you probably need to look at it from both angles. As we like to put it, art and science are the two sides of the same coin. This is why, if you ever wondered how to get better at sales calls, you should look both ways. Of course, there is no magical remedy for this problem.

Sales 52

Sales CRM Contact Center Personalization 52

Natalie Petouhof

AUGUST 15, 2022

As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer others. A new approach. Change management is the key.

Scripts 52

Scripts Banking Customer centricity Chatbots 52

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too.

Airlines 379

Airlines Consulting Consulting Education 379

ProProfs Blog

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. 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. That’s the true essence of customer service experience. Theodore Roosevelt.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Win the Customer

JANUARY 19, 2016

Gartner research shows that by 2018, 70 percent of business-to-business ecommerce sites will offer customers personalized features, and sites effectively using personalization will outsell competitors by 30 percent. Eighty percent of your future profits will come from 20 percent of your customers, Gartner says.

Customer retention 81

Customer retention B2B Surveys Feedback 81

aircall

FEBRUARY 7, 2017

Customer service stress is no exception. Every day, customer service industry workers must juggle demands and complaints of varying degrees of complexity, all in a fast-paced, high-stakes environment. How does customer service stress affect employees? Workplace stress is a critically widespread problem. This is a no-brainer.

Customer Service 89

Customer Service Personalization Management Call Center 89

Russel Lolacher

JUNE 19, 2022

A few reasons she is awesome – She is the president of Liz Kislik Associates LLC for 3 and a half decades – offering management consulting, executive coaching and other services to help organizations grow (including American Express, Girls Scouts and Staples). Workplace Wisdom Blog. PLAY AND SUBSCRIBE. Google Podcasts.

Coaching 98

Coaching Personalization Consulting Consulting 98

Beyond Philosophy

MARCH 24, 2022

You have probably heard the term “Influencer” applied to social media stars with significant followings. Understanding the science behind how influence works psychologically might help you be successful at it. Understanding the science behind how influence works psychologically might help you be successful at it.

Consulting 39

Consulting Consulting Banking Personalization 39

ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind? And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers.

Accountability 75

Accountability Metrics Education Marketing 75

Beyond Philosophy

SEPTEMBER 2, 2019

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly.

Banking 352

Banking Accountability Customer Experience Consulting 352

Beyond Philosophy

JULY 20, 2021

I hope that these books will make the same impact on you that they did on me. 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. Joseph Pine and James H.

Consulting 370

Consulting Consulting Education Entertainment 370

Natalie Petouhof

SEPTEMBER 12, 2017

Tweet Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know software can be an amazing invention. Reducing attrition of talent you want to keep to make sure you are able to produce the best possible business results.

Brand ambassadors 56

Brand ambassadors Feedback Technology Marketing 56

Comm100

NOVEMBER 27, 2017

The Psychology of the Apology. As psychologist and author of Why Won’t You Apologize Dr. Harriet Lerner says: “Humans are hard-wired for defensiveness. Offering an apology is an admission of guilt that leaves people feeling vulnerable – or brands potentially liable. From Papa John’s NFL apology to Louis C.K.’s But why is that?

Advertising 116

Advertising Transportation Airlines Personalization 116

Comm100

DECEMBER 8, 2017

In fact, if you’re going to run a successful, customer-centric business, it is important that you express gratitude towards your customers regularly. Here are important tips for writing a thank you letter to your customer, complete with sample thank you letters to help you show your customer how much you appreciate them.

Advertising 50

Advertising Personalization Customer retention Feedback 50

JustCall

APRIL 13, 2020

Even if you make a shift to remote work, you need to ensure that your business runs as usual. In this blog, we will share some hacks and tips sales teams can follow, as they work from home. The time spent on commuting to the workplace is zilch when you are working remotely. Start with your remote sales teams, first.

Sales 98

Sales CRM Analytics Chatbots 98

Comm100

AUGUST 11, 2016

There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. The following list will provide you with 20 skills that customer service operators need to strengthen support across channels. “If you have more than three priorities, then you have none.”

Customer Service 43

Customer Service Scripts Sales Benchmark 43

Beyond Philosophy

FEBRUARY 3, 2015

There is an intersection between customer experience with a product or service, internal reaction to that experience, informal peer-to-peer communication about the experience, and downstream customer decision-making. It occurs in the personal emotional and subconscious distillation of that experience in forming the customer’s behavior.

Government 383

Government Marketing Analytics Personalization 383