Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

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Management Entertainment Consulting Consulting 472

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. Can you help us?”.

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Customer Service Customer Experience 418

Beyond Philosophy

AUGUST 13, 2020

Do you know what annoys me? When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. We discussed this idea of Customer Effort in a recent podcast, and its related measurement, the Customer Effort Score. .

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Customer effort Government Consulting Consulting 457

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. It’s a simple concept, really. Some do both.

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Customer Experience Customer centricity Customer emotions Employee engagement 295

Nicereply

JANUARY 23, 2023

Measuring your customer experience (CX) can feel complicated. There are so many different CX metrics you could track. Studies show that focusing on creating a great customer experience reduces customer churn, creates l oyal customers , and increases customer engagement.

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Metrics Customer effort Surveys Feedback 98

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. You All Want Growth.

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Consulting Consulting Marketing Customer Experience 479

Beyond Philosophy

AUGUST 12, 2020

Traditional journey mapping is what a customer is doing, but is missing a few things. It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. .

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Journey mapping Consulting Consulting Marketing 468

ProProfs Blog

MARCH 26, 2020

If you are reading this blog, you might already have an idea about NPS( Net Promoter Score), a highly used customer satisfaction metric. This article will help you understand why you need a Net Promoter Score (NPS) survey software to make the most of this metric. What Is an NPS Score?

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Surveys Metrics Feedback Advertising 139

Beyond Philosophy

SEPTEMBER 6, 2019

There is a difference between strategy and tactics when you’re trying to solve a business problem. Customer Experience Strategy was the subject of a recent podcast. At the beginning of the year, Forrester, an influential research and advisory firm, said that Customer Experience was “flatlining,” stagnating.

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Journey mapping Consulting Consulting Customer Experience 332

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Table of Contents What is Call Center Optimization? Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior.

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Best practices Call Center Interactive Voice Response First call resolution 105

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

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Customer emotions Management Journey mapping Customer advocacy 435

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes.

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Employee engagement Surveys Metrics Feedback 70

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

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CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? So, how do you know if customers are pleased with their level of service?

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Contact Center Analytics Interactive Voice Response First call resolution 182

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

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Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. I realize that this is a debate between people who like words and people who like numbers. Customer Satisfaction results in a higher share price.

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Customer Experience Customer retention Upselling Banking 411

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. An NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

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Benchmark Banking Metrics Surveys 83

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. In This Article: What is Customer Experience and Why Is it Important?

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Customer Experience Chatbots Surveys Journey mapping 94

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Professor Ryan Hamilton is the only scientist I know.

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Entertainment Consulting Consulting Finance 348

Nicereply

SEPTEMBER 25, 2023

. “Mastering NPS emails opens the door to understanding your customers’ experiences.” ” Are you looking to measure customer satisfaction and guide your brand’s success? Net Promoter Score (NPS) email surveys can be your most effective market research tool. Offer Incentives 7.

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Surveys Feedback Best practices Personalization 52

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? So, how do you know if customers are pleased with their level of service?

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Contact Center Analytics Interactive Voice Response First call resolution 174

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

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Customer centricity Customer emotions Employee engagement Customer retention 409

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

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Customer Experience Metrics Feedback Analytics 94

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. In This Article: What is Conversational Commerce?

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Customer Experience Chatbots Best practices Metrics 83

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. They are scratching their heads now, wondering what’s next? They are scratching their heads now, wondering what’s next?

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Metrics Consulting Consulting Customer Experience 236

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

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Customer Experience Education Customer centricity Metrics 118

Beyond Philosophy

NOVEMBER 11, 2014

“ Most of the time, what we do, is what we do most of the time”. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming. The statisticians know, however, and marketers want to know what they know.

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Marketing Customer emotions Employee engagement Customer centricity 418

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. Measuring your NPS is important because it enables you to identify areas for improvement and allows you to track customer sentiment over time.

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Surveys B2B Feedback Education 59

ProProfs Blog

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. What is Customer Satisfaction? What is Customer Satisfaction?

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Surveys Feedback Metrics Customer retention 146

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? Table of Contents What is Call Center Reporting? The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.

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Call Center Contact Center Abandon rate Average Handle Time 59

GetFeedback

MAY 23, 2019

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. . In essence, VoC gives your customers a voice within your organization. .

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Surveys Metrics Accountability Wait times 123

Enghouse Interactive

JULY 23, 2021

Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy. Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. This is a small but vital difference. The Remembering Self, which recalls the past.

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Customer emotions Management Consulting Consulting 98

ProProfs Blog

OCTOBER 30, 2020

These customer survey questions are a great way to check your customer’s happiness with your products and services. . Good customer survey questions capture the real emotions of the customers that reflect the perception of the brand. The customer either chooses to be critical or gives positive feedback.

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Surveys Feedback Customer Support Construction 158

Beyond Philosophy

DECEMBER 28, 2020

It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We determined that before you can include cultural differences in your experience, you must first define what experience you want to deliver regardless of culture.

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Consulting Consulting Customer centricity Customer Experience 243

Beyond Philosophy

APRIL 20, 2016

In this series, professionals describe what numbers govern their happiness. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. What is the NEV? But what are these emotions?

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Customer emotions Metrics Consulting Consulting 282

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

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Best practices B2B Journey mapping Upselling 99

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. 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.

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Consulting Consulting Metrics Feedback 135