Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). I highly recommend reading the entirety of the CX Trends Report.

Contact Center 195

Contact Center Upselling Engineering Education 195

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The five ideas in this article are exactly what he uses when leading his team to deliver a great guest experience.

Customer Service 167

Customer Service Customer retention SaaS Best practices 167

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Customer Experience 86

Customer Experience Journey mapping Surveys Feedback 86

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. For example, I asked him about the short-term implications of AI, meaning in the next one to five years.

Airlines 222

Airlines Self service Call Center Personalization 222

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. Here are my top five picks from last week.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

Beyond Philosophy

MAY 15, 2023

What happens when you put ten economists in a room? ” Having lived through many recessions, I have seen time after time what happens. People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list.

Customer Experience 195

Customer Experience Self service Feedback Management 195

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. And if a particular business is aiming for long-term growth, it requires key, powerful metrics to base its performance on.

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is. That’s what loyalty is.

Airlines 434

Airlines Banking Accountability Customer centricity 434

Interactions

MARCH 28, 2024

39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Amongst businesses, this remains a barrier to achieving CX excellence. 94% of consumers say they expect better customer service than they currently receive.

Surveys 62

Surveys Customer centricity Contact Center Chatbots 62

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Sure, it happens, I thought. .”

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? If you’re going to have a job improving Customer Experience, you should first define which parts of your experience drive value.

Consulting 445

Consulting Consulting Customer Experience Metrics 445

Beyond Philosophy

JUNE 27, 2019

Were you just browsing, or was there something about the user experience that made you hesitate? This is not unusual—our research shows that more than 50 percent of a customer’s experience is based on emotions. To Improve the Digital Experience, You Can’t Ignore Emotions. Designing and Evaluating a Digital Experience.

Airlines 346

Airlines Customer emotions Accountability Consulting 346

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Could this be part of the reason that a huge percentage of CX initiatives are failing? Now is the time to learn new skills and apply new techniques as we evolve the CX practice.

Personalization 369

Personalization Customer Experience Journey mapping Education 369

Beyond Philosophy

SEPTEMBER 22, 2022

Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. Memory is fascinating and a broad topic related to experiences. In this issue, we explain why memories are essential to experiences, when we use them to decide sometimes, and how memories form. Memories define us, from what to do to who we trust.

Consulting 222

Consulting Consulting Customer Experience Management 222

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. How do you keep your loyal customers?

Customer Service 120

Customer Service Contact Center Self service Consulting 120

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. But what can I say?

Customer centricity 281

Customer centricity Personalization Customer Experience 281

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp.

Customer centricity 208

Customer centricity Education Government Personalization 208

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. 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. Here are my top five picks from last week.

Customer Service 190

Customer Service Call Center Customer Experience Customer Support 190

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment.

Government 52

Government Customer centricity Technology Management 52

Beyond Philosophy

JULY 2, 2020

Some people watch things happen, some make things happen, and some say, “what happened?” We’ve had loads of clients contacting us to find out what they should be doing coming out of our stay-at-home, flatten-the-curve lockdown. In this issue, we will discuss how to avoid being one of them.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more! . Guess what?

Customer centricity 278

Customer centricity Metrics Consulting Consulting 278

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Beyond Philosophy

JANUARY 27, 2022

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding.

CRM 195

CRM Consulting Consulting Quality management 195

CX Accelerator

SEPTEMBER 24, 2019

You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp.

Customer centricity 182

Customer centricity Education Government Personalization 182

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. So, what is it? How are you inadvertently thwarting your efforts to improve your CX? It is how you measure it and it’s one of the fundamental failures of many CX programs. Chances are, you are too. How does one measure a concept?

Metrics 332

Metrics Consulting Consulting Finance 332

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. While the good news is 20% of executive teams fully support the CX agenda, that also means 80% don’t. Everyone feels like they should say they support a CX Agenda.

Consulting 383

Consulting Consulting Customer Experience Sales 383

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. 5 CX Concepts to Stay Ahead of the Competition.

Consulting 349

Consulting Consulting Benchmark Personalization 349

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. 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. . Both are vital to measurement.

Metrics 314

Metrics Finance Surveys Consulting 314

Beyond Philosophy

APRIL 16, 2021

Focus on the customer. However, my experience is to the contrary; company politics are all over the place. In my experience, it’s about how somebody can gain power or a promotion in some way. However, emphasis was also determined by what part of the organization you served. Do a good job.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

APRIL 4, 2019

Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.

Call Center 327

Call Center Consulting Consulting Benchmark 327

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show. I follow you every week, and I have a pickle.

Technology 403

Technology Consulting Consulting Personalization 403

Beyond Philosophy

JULY 24, 2019

Facebook is not what it used to be – or at least my perception of what it was. 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.

Customer centricity 349

Customer centricity Government Morale Advertising 349

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 332

Technology Consulting Consulting Customer emotions 332