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?” Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy. I remember thinking, “Ok. Sure, but….what

Customer emotions 435

Customer emotions Management Journey mapping Customer advocacy 435

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. We discussed how to measure customer emotions on our recent podcast. Also, I appreciate that it talks about a recommendation, which encapsulates the emotional aspects of a Customer Experience.

Customer emotions 324

Customer emotions Consulting Consulting Customer Experience 324

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Fonolo

SEPTEMBER 30, 2022

Are soft skills a weak spot for your call center team? While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. When it comes to contact center work, communication is king.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

Beyond Philosophy

NOVEMBER 27, 2020

Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. When added to an overall stagnation of the Customer Experience movement, digital transformation does not deliver the results that firms expected. However, success is not high with digital transformation.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

aircall

FEBRUARY 21, 2018

Also, if emotional stress negatively impacts your best employees’ call volume, consider giving equal importance to NPS / CSAT scores when conducting performance reviews. Top performers should be able to relate to customers on a personal level, in addition to fielding an adequate number of inquiries.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91