Beyond Philosophy

FEBRUARY 20, 2017

Tennis great Jimmy Connors famously said, “I hate to lose more than I love to win.”. And unless you recognize its power, you may make critical mistakes with your customer experience. Prospect theory explains why we hate losing more than we like winning. They perceived that they had lost something of value.

Journey mapping 302

Journey mapping Consulting Consulting Customer Experience 302

Beyond Philosophy

APRIL 16, 2021

Realize that sometimes you need to lose a battle to win the war. Focus on the customer. Thinking back to previous organizations that I’ve worked in, power was defined by the number of people that reported to you. Rule #3: Realize that sometimes you need to lose a battle to win the war. Don’t be naïve.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

FEBRUARY 24, 2015

Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever they might be.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

Beyond Philosophy

DECEMBER 5, 2022

Instead, we hear from them when things have gone wrong, and they have drained the resources and lost or fired the talent. Years ago, a driver in the lead of a Formula 1 race spun out, crashed, and died, which wasn’t that unusual back in the early days of the sport. The driver that had been in second went on to win the race.

Banking 195

Banking Best practices Consulting Consulting 195

Steve DiGioia

MARCH 25, 2020

Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. The losses suffered by some will still hurt, and the slow, lumbering climb back to normalcy will, at some point, begin. Will we ever care about customer service the same way again? Well…yes, it is.

Personalization 262

Personalization Management Sales Customer Service 262

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.’ One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

Beyond Philosophy

FEBRUARY 3, 2022

Once we map out the journey, we start to see, “Oh, we have all these ways that we interact or could interact with our customers and all of those things to find the experience.” She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Beyond Philosophy

DECEMBER 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.

Consulting 378

Consulting Consulting Customer Experience 378

Beyond Philosophy

MARCH 22, 2017

However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to adapt to the changing expectations of today’s discerning (and demanding) customers.

Entertainment 318

Entertainment Consulting Consulting Customer Experience 318

Beyond Philosophy

FEBRUARY 11, 2019

When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In a recent podcast , I gave my ten-step plan for how to create your award-winning consultancy. The 10-Step Plan for Creating Your Award-Winning Consultancy: Recognize that you are an expert in something, and then tell everyone you are.

Consulting 207

Consulting Consulting Benchmark Customer Experience 207

Beyond Philosophy

SEPTEMBER 26, 2014

Furthermore, it was losing that affected the market, not winning. It was only when they lost. Last year, we published a blog that talked about how despite evidence to the contrary, many consumers still had a lack of confidence in the economy. Colin is an international author of Customer Experience Future Trends and Insights.

Consulting 326

Consulting Consulting Marketing Analytics 326

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. Many years ago, I decided to be a conference speaker on Customer Experience. After my co-author and I wrote The Intuitive Customer , we decided to do some webinars on the principles we discussed in the book.

Consulting 221

Consulting Consulting Finance Education 221

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. And the question is, how can we create a loyalty or stickiness to his customers? The short answer is there isn’t.

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

JUNE 22, 2023

While backed by the scientific method and lots of research, Patrick’s book also takes a self-help approach to embrace the pleasure of consumption but with boundaries that help with self-definition. I recently lost a lot of weight. We can help improve your Customer Experience and Marketing and gain growth. Click here.

Personalization 358

Personalization Marketing Consulting Consulting 358

Beyond Philosophy

OCTOBER 31, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. If people had the right to vote back then I doubt many would vote against independence. And here’s the key point, people hate losing much more than they like winning. Not many people took that bet.

Customer Experience 381

Customer Experience Banking Consulting Consulting 381

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. If people had the right to vote back then I doubt many would vote against independence. And here’s the key point, people hate losing much more than they like winning. Not many people took that bet.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

aircall

SEPTEMBER 25, 2018

Coming back to reality: university studies suggest that mentally-distancing yourself is the best way to control negative emotions and think rationally. Sixty-percent of sales and marketing professionals don’t try to contact lost deals for information. Relevant use cases and customer success stories. Make a large purchase.

Sales 109

Sales Feedback Marketing Call Center 109

Beyond Philosophy

SEPTEMBER 6, 2016

Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

Customers That Stick

JANUARY 21, 2020

I never went back in 2019, and in that lost business is a customer service lesson for all organizations. » Related Stories Introducing: Answering Your Customer Service Job Questions The Relationship Economy by John DiJulius (a One Win Book Review) Introducing: Ask The Customer Service Trainer.

Customer Service 78

Customer Service Management 78

ThriveableBiz

AUGUST 27, 2021

So… I've put together my steps to finding your winning business idea. I’ve lost count of the number of blogs I’ve read on this subject, and they all share what they believe to be the steps needed to get you off the ground. Like a young guy I talked to a few weeks back. We’ve all changed, there’s no going back!

Finance 94

Finance Government Marketing Personalization 94

GetFeedback

NOVEMBER 19, 2018

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. Although there are newer versions of the conversion funnel that track the Retention stage at the end, there’s an even better method of measuring and maintaining customer retention: the loyalty loop.

Customer retention 88

Customer retention Surveys Feedback Customer effort 88

ProProfs Blog

AUGUST 14, 2020

Imagine being in your customers’ shoes. That my friend is a tale of bad customer experience. As a business owner, understand that customers don’t just wish to buy a product and leave. 67% of customers expressed how good customer experience encourages them to stay longer or spend more money. ”. Tweet this.

Analytics 174

Analytics B2B Education Feedback 174

Beyond Philosophy

SEPTEMBER 26, 2014

Furthermore, it was losing that affected the market, not winning. It was only when they lost. Last year, we published a blog that talked about how despite evidence to the contrary, many consumers still had a lack of confidence in the economy. Colin is an international author of Customer Experience Future Trends and Insights.

Marketing 150

Marketing Analytics Customer Experience 150

Beyond Philosophy

SEPTEMBER 26, 2014

Furthermore, it was losing that affected the market, not winning. It was only when they lost. Last year, we published a blog that talked about how despite evidence to the contrary, many consumers still had a lack of confidence in the economy. Colin is an international author of Customer Experience Future Trends and Insights.

Marketing 150

Marketing Analytics Customer Experience 150

Nicereply

DECEMBER 1, 2022

Customer acquisition is like filling a bucket with water. Customers enter, purchase once, and leave for good. And managing your churn rate is the key to retaining customers and sustaining long-term growth. Churn refers to the portion of customers who stop transacting with a company over a certain period of time.

Feedback 52

Feedback Metrics Surveys Benchmark 52

Fonolo

MARCH 7, 2023

Today’s customers are a demanding bunch. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. TIP: Today, 70% of customers expect self-service options. That’s where self-service comes in.

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

CSM Magazine

MAY 26, 2020

Steve DiGioia reveals his best strategies for winning back upset customers. Many service providers have lost sight of what really matters. My mission was to win back an upset customer. But had we turned these customers around? To sum it up, here are my 9 best ways to win back an upset customer.

Morale 59

Morale Personalization Customer Service Management 59

Integrity Solutions

JANUARY 18, 2021

Meanwhile, there’s lost ground to make up. We often see jagged-line success from salespeople who win deals and then ignore prospecting. In this day and age, you can’t just sit back and wait for the phone to ring. What was my win rate (overall and by deal size)? ? New Sales Pipeline Strategy.

Sales 126

Sales Coaching B2B Metrics 126

ProProfs Blog

DECEMBER 27, 2018

You must have heard this a lot: Customers want their issues resolved, and they want it done now. They both have resulted in more sales, revenue, and a boost in customer loyalty. They both have resulted in more sales, revenue, and a boost in customer loyalty. Many feel lost once they start an in-depth study of the two.

Chatbots 140

Chatbots Customer retention Customer Support Scripts 140

bold360 Blog

APRIL 6, 2021

With a clear view from the frontlines of what Bold360 customers have been experiencing, Customer Relationship Manager Shai Horstock explains the shift enterprises have had to make in order to become nimbler, a change that won’t (and shouldn’t) go back to the pre-pandemic normal. Now, responsiveness rules the day.

Enterprise 52

Enterprise Chatbots Self service Telecommunications 52

Totango

MARCH 7, 2019

Think of them as your customers—even when they’re heading out the door. That’s the ideal approach when a customer lapses. Today’s customer-centered economy means every customer should feel your product is built around their needs. You don’t have to give up on your customers, though. Why Did They Churn?

Enterprise 76

Enterprise Education Personalization Metrics 76

Anexa BPO

MAY 28, 2023

In today’s highly competitive business landscape, organizations are increasingly recognizing the pivotal role of customer experience (CX) in driving growth and achieving long-term success. Recent surveys reveal that compensating the value of ONE lost customer requires the acquisition of THREE new ones.

Customer centricity 52

Customer centricity outsourcing Employee engagement Feedback 52

Anexa BPO

FEBRUARY 17, 2023

In today’s competitive business world, customer experience (CX) has become a critical component of any successful business strategy. In the B2B space, CX is just as important as it is in the B2C space, and failure to provide a positive CX can result in lost business, negative word-of-mouth, and a damaged reputation.

B2B 52

B2B Bilingual agents Outbound sales B2C 52

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service.

B2B 115

B2B Journey mapping SaaS Engineering 115

Global Response

JULY 28, 2023

Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences. So how do you improve your customer retention rate?

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

Hodusoft

AUGUST 13, 2021

Inundated with an exhaustive call list, auto dialers can make customer service agent’s tasks easier, they can then focus on meaningful customer conversations. At the end of the day, every company will concur that customer experience matters the most. . The road and path: How customer experience and auto dialer are related? .

call center software 98

call center software Call Center voip Sales 98