Beyond Philosophy

AUGUST 11, 2022

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). 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. Sure, it happens, I thought.

Airlines 365

Airlines Calibration Self service Consulting 365

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. Commitment is an essential element of linking the two experiences.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Customer Service 162

Customer Service Accountability Self service Customer Support 162

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. However, this part isn’t relevant to customers. What matters is the brand in your customers’ minds, memories, thoughts, and emotions.

Banking 363

Banking Construction Accountability Advertising 363

Beyond Philosophy

JULY 18, 2020

This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes. Amazon is working on capturing the data about the nuances of customer emotions.

Customer emotions 287

Customer emotions Education Consulting Consulting 287

CX Accelerator

SEPTEMBER 24, 2019

Nearly every type of job contains a similar pathway through your first days and weeks, while you try to get to grips with the new reality of your working world. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. okay… so what do you actually do ?”. “Oh,

Customer centricity 208

Customer centricity Education Government Personalization 208

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). If you’re reading this blog post, you are probably one of them.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. If you haven’t ugly cried in a Target parking lot have you even Adulted? As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. By Becky Roemen.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. If you haven’t ugly cried in a Target parking lot have you even Adulted? As customer service professionals, many of us naturally fall into a pattern of people pleasing, and I was no exception. By Becky Roemen.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

Beyond Philosophy

JANUARY 12, 2023

What do you get when you put three old guys in front of microphones and ask them to talk about one of their favorite subjects? However, with three pioneers of Customer Experience involved, we have an authoritative view on the topic and predictions about what’s happening next. The CEO is the chief experience officer.

Engineering 195

Engineering Quality management CRM Customer Experience 195

CX Accelerator

SEPTEMBER 24, 2019

Nearly every type of job contains a similar pathway through your first days and weeks, while you try to get to grips with the new reality of your working world. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. okay… so what do you actually do ?”. “Oh,

Customer centricity 182

Customer centricity Education Government Personalization 182

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ won the award, and I thought I would share with you what they did well. Three Important Considerations for Employees When Improving Customer Experience.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

AWS Machine Learning

OCTOBER 26, 2023

This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.

APIs 100

APIs Technology Banking Customer centricity 100

Beyond Philosophy

AUGUST 4, 2015

“ You can win more friends with your ears than with your mouth. Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Not all mind you, but enough that I knew it wasn’t a culture where I wanted to hang about. Harvey Mackay, Sales Expert, Author and Columnist.

Sales 398

Sales Customer centricity Customer Experience Accountability 398

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

AUGUST 3, 2023

I am sharing it here, too, since many of you probably have the same question. You have likely worked some in the world and, in doing so, have determined there are some things you want to do and some things you don’t. However, what happens when fate hands you a lay-off or, worse, sacks you?

Sales 195

Sales Management Marketing Consulting 195

Beyond Philosophy

JULY 11, 2016

In case you missed it, the world has gone online! If you haven’t gone online with your Customer Experience, too, it’s time. To be honest, if you haven’t begun, you’re late. The digital transformation of your present Customer Experience is long overdue. However, this approach is short-sighted.

Customer centricity 306

Customer centricity Consulting Consulting Customer emotions 306

Mindtouch

SEPTEMBER 19, 2018

Major updates to the MindTouch blog just hit the airwaves. Our goals with this blog update were simple: Simplify navigation and make it easier to find content. Deliver an consistent experience readers want to return to. Finding interesting blog content should be easy. Stop the presses! Make sharing posts to social a snap.

Real estate 48

Real estate Self service Management 48

Beyond Philosophy

JANUARY 5, 2015

All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. You see the two things are intrinsically linked. There should be no doubt here what that is for your organization, your employees, or your Customers.

Airlines 311

Airlines Surveys Customer Experience 311

Beyond Philosophy

MARCH 30, 2023

A sure way to fail in your efforts to reach your target customers is not to understand how things work where they are. If you don’t know about what is important to your prospects and what they value, you are sure to fail. If you don’t know about what is important to your prospects and what they value, you are sure to fail.

Feedback 195

Feedback Marketing Consulting Consulting 195

SharpenCX

NOVEMBER 23, 2021

You’re tying up loose ends, finishing end of year projects, and looking ahead to what 2022 will bring. As you prepare for the new year, you’re setting goals and thinking through how to get ahead of your competitors. So, to help you, we’ve put together a reading list to get you through the holiday season. .

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Chief Customer Officer 123

Chief Customer Officer Customer centricity Education Best practices 123

Nicereply

APRIL 12, 2023

A strong customer service team culture is the direct result of trusting, engaged employees. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll. Table of Contents Gratitude And Attitude Keep People Engaged Does Your Team See The Vision?

Customer Service 98

Customer Service Feedback Healthcare Education 98

Beyond Philosophy

FEBRUARY 3, 2022

Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team. You should know or have your customers tell you themselves.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. Why Is VoC Important? But that’s not all.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

SmartAction

FEBRUARY 22, 2024

The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. This vision is at the heart of SmartAction’s mission, where we’re not just about technology; we’re about transforming customer experiences.

Chatbots 90

Chatbots Airlines Self service Technology 90

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

ChurnZero

DECEMBER 21, 2023

Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. To make the right choices, however, you need a deep understanding of what your customers need and expect from you.

Sales 52

Sales Accountability Advertising Marketing 52

Beyond Philosophy

MARCH 31, 2015

Baseball great Yogi Berra has been quoted as saying “When you come to a fork in the road, take it.” He also said “If you don’t know where you are going, you might wind up someplace else.” Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface?

Banking 311

Banking Airlines Self service Finance 311

OctopusTech

MARCH 1, 2024

When starting a business, most entrepreneurs know they need some kind of online presence. What exactly is the difference between the two and why does your business need both? Your brand is what makes your business memorable in the minds of customers, and it is how it stands out from competitors. Why Do You Need Both?

Analytics 62

Analytics Marketing Feedback Personalization 62

Beyond Philosophy

JULY 9, 2015

What you may not realize, however, it is also critical to winning the hearts and minds of the coveted group of women consumers. Every brand needs to find any way possible to differentiate themselves from their competitors. My angle is typically about Customer Experience. Competition in the marketplace is fierce.

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

Toister Performance Solutions

APRIL 23, 2020

What do you experience when you encounter a brand for the first time? According to New York Times bestselling author, Shep Hyken, new customers experience uncertainty. Even if that company has a reputation, customers don't know that their experience will match what they've heard.

Customer Experience 77

Customer Experience Advertising Customer Service 77

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. People whose businesses are thriving on great customer service. Hopefully you’ve found our recent content more useful. Ellovi told us how they inspire customer loyalty. Our initial blogging strategy.

Feedback 91

Feedback Metrics Customer centricity Customer Service 91

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. Now, your customers need to feel safe.

Surveys 121

Surveys Feedback Consulting Consulting 121

Balto

JUNE 22, 2023

Guest post by Jeff Toister How do you coach agents to be self-sufficient and self-motivated? An overarching purpose, like a Customer Experience Vision , can get everyone focused on the same goal. This includes giving them the training and resources necessary to take care of their customers.

Contact Center 59

Contact Center Surveys Coaching Consulting 59

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. 1: map your customer journey. We all feel it.

Airlines 123

Airlines Benchmark Surveys B2C 123

Toister Performance Solutions

FEBRUARY 27, 2020

Advertising disclosure: This blog participates 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 have to follow the recipe precisely to get the expected result. My friend, Sarah, is a baker. Employees don't buy-in.

Advertising 90

Advertising Consulting Consulting Feedback 90