Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.” I have used them many, many times.

Customer Experience 222

Customer Experience Consulting Consulting Customer centricity 222

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. You can evaluate them to determine how they feel.

Journey mapping 374

Journey mapping Customer emotions Scripts Consulting 374

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. Thankfully, many have developed useful acronyms to help. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Before Soliciting Feedback.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

Beyond Philosophy

JANUARY 26, 2023

A few years ago, we went over some of the essential questions for your clients. Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them. Yet, interestingly enough, individuals can answer the question. Or should I call them provocations?

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

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. I have assembled them here for your reference. Focus on the ROI of CX improvement.

Consulting 349

Consulting Consulting Benchmark Personalization 349

Beyond Philosophy

MARCH 31, 2020

As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. But there are other, not-travel related customer experience shambles too!

Airlines 500

Airlines Healthcare Government Self service 500

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is. So, What’s the Problem?

Customer Experience 244

Customer Experience Morale Consulting Consulting 244

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Personalization 69

Personalization Chatbots Surveys Engineering 69

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these?

Consulting 297

Consulting Consulting Customer Experience Feedback 297

Integrity Solutions

AUGUST 13, 2021

By adding Emotional and Social Intelligence to the coaching model, sales team coaches can discover amazing success. What is social and emotional intelligence? Emotional and Social Intelligence for Sales Coaches. Here’s why. Emotional Intelligence and Sales Coaching.

Coaching 111

Coaching Sales Construction Accountability 111

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. When I have something creative or complicated to do, I like to tackle it first thing. I carry over this self-management strategy to my behavior as a customer. Your customers are like this, too.

Government 353

Government CRM Personalization Customer Experience 353

Global Response

NOVEMBER 21, 2023

Today’s companies collect more customer data than ever. Unfortunately, many companies still aren’t using it for its full effect. Customer analytics allow you to take the customer data you’ve collected and assess , aggregate and analyze it to understand trends, make forecasts and better understand your customers.

Analytics 62

Analytics Customer retention outsourcing Sales 62

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these?

Customer emotions 188

Customer emotions Employee engagement Customer centricity Customer retention 188

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite. Types of Call Center Software.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Global Response

OCTOBER 2, 2023

They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. When you call them, you get a friendly agent almost immediately who seems happy to help with your concern. But how does all of that impact your business?

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Call Center Scripts Chatbots outsourcing 62

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.

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Customer Service Chief Customer Officer Customer centricity Marketing 128

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. At times like this, the experience and service brands provide is vita l. Look at tools that can help you do three things: 1. Published on: April 15, 2020.

Surveys 95

Surveys Best practices Analytics Feedback 95

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. There are two main lenses through which these factors must be filtered: customer experience (CX) and agent experience (AX).

Contact Center 78

Contact Center Upselling Customer retention Technology 78

ProProfs Blog

JANUARY 23, 2020

If I were to ask you what is customer value, what would you say? How loyal are they to your brand? How much do they spend on your products? Or any profit you reap from your customers? But how to define customer value? What is Customer Value? How to Measure Customer Value.

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

Global Response

OCTOBER 17, 2023

If you work in management at a healthcare organization, you can probably wager a guess at the answer. Our team has over 40 years of experience managing customer service outsourcing in healthcare and similarly high-touch industries—here’s what you need to consider before you start outsourcing.

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Healthcare outsourcing Customer Service Real estate 62

ProProfs Blog

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. But rather than following them, why not see what really worked for them? Believe it or not, but customer service psychology is one of the driving factors for their success. What is Customer Service Psychology?

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Customer Service Feedback Chatbots Surveys 123

JustCall

MARCH 14, 2023

It’s no secret that companies today are focusing on giving their clients the greatest customer service experience possible. The various touchpoints along the consumer journey can make or break the experience. The task of improving the customer experience need not be difficult. But fear not!

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Nicereply

MAY 26, 2020

For most of us, when we think about learning new skills for our roles, we want to pick up extra hard skills. Many hard skills can be taught in schools, or come with certifications. Learning a new hard skill can be an easy goal to set for ourselves. Super important too, but how do you measure someone’s teamwork skills?

Customer Service 105

Customer Service Customer advocacy Technical Support Feedback 105

ProProfs Blog

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

GetFeedback

JUNE 11, 2019

Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. But why isn’t this level of fandom a reality for every brand? Brand loyalty is driven by emotional connections.

Feedback 68

Feedback Customer retention Metrics Surveys 68

Global Response

MAY 15, 2023

What do call center quality and your car have in common? Consider your car maintenance—if you’re like many, you ignore it completely until there’s an obvious issue, or a flashing red maintenance light alerts you to a problem. What KPIs and metrics are most important for your call center? The solution?

Call Center 62

Call Center Scripts Coaching outsourcing 62

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Morale 124

Morale Customer Service Scripts Personalization 124

Netomi

NOVEMBER 23, 2022

Customer experience has become a critical differentiator for companies looking to stand out from the crowd. In today’s fast-paced and highly competitive business landscape, quality customer experience has become even more important. Customers have more choices and higher expectations than ever before.

Customer Experience 52

Customer Experience Customer retention Employee engagement Chatbots 52

JustCall

FEBRUARY 3, 2021

Likewise, sales and customer support managers supervise corresponding agents. Ensuring that your agents are doing well on-job is more than just a matter of measuring metrics. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

aircall

MARCH 1, 2021

Why are customer service skills important? Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? Humans do. . By asking: What defines good customer service skills? Why Good Customer Service Skills Drives Business Success.

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

ShepHyken

JANUARY 30, 2023

Each week, I read many customer service and customer experience articles from various resources. ChatGPT: 6 Ways It Will Transform Customer Experience by Paul Pember (CX score) The promise of how AI will revolutionise the world has often lacked practical application on how it will impact our day to day lives.

Customer Service 59

Customer Service Banking Customer Experience Customer Support 59

JustCall

MARCH 21, 2022

Sales training isn’t just about having the right tools and tricks up your sleeve. That’s why you need sales training to ensure that the behaviors that help win deals can be codified and shared with new hires and trainees. Preparing a training program for your sales team. Day 1: Orientation. Technical Setup.

Sales 52

Sales Coaching Scripts CRM 52

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. If you are new to C3Centricity then welcome, glad you could join us.

Customer centricity 71

Customer centricity Journey mapping Marketing Personalization 71

Expivia

JANUARY 26, 2022

With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management. Call centers can be stressful. That attitude can be contagious. To transform your call center, you need to rethink your approach to contact center management.

Call Center 105

Call Center Contact Center Management Employee engagement 105

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52