Beyond Philosophy

JANUARY 28, 2023

In this episode, we explore what are critical questions an organization should be using to create customer segments that lead to effective targeting. ” Key Ideas to Improve your Customer Experience I have had a terrible time with UPS recently. Complete this short survey. Subscribe to our YouTube channel HERE.

Consulting 221

Consulting Consulting Sales Surveys 221

Beyond Philosophy

JANUARY 2, 2021

– Re-imagine your customer experience! This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior. Key Ideas to Improve Your Customer Experience. Complete this short survey.

Education 170

Education Consulting Consulting Customer Experience 170

Beyond Philosophy

DECEMBER 17, 2022

Key Ideas to Improve your Customer Experience. Usually, we want to stop having bad ones, i.e., start losing weight and exercising, quit biting nails, or to stop smoking or drinking so much. Customer Experience Information & Resources. Complete this short survey. Want to be in the second group?

Consulting 150

Consulting Consulting Surveys Customer Experience 150

Beyond Philosophy

APRIL 21, 2021

In this episode, we speak with Jason Ten-Pow , President of ONR CX and author of the new book UNBREAKABLE: A proven process for building relationships with customers , about how to build deeper and profitable relationships with customers. Ten-Pow has been consulting in Customer Experience for over two decades.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

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

Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. Each will have specific research objectives, methodologies and key questions.

B2B 130

B2B outsourcing Customer centricity Consulting 130

Satrix Solutions

JUNE 11, 2018

Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales understand the value drivers that resonate most with customers and it can help Product Development prioritize roadmap initiatives.

Journey mapping 60

Journey mapping Customer Experience Education Customer retention 60

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. Your customers are like this, too. We discussed how the time of day that the experience occurs affects Customer Experience on our recent podcast. So what can you do to respond to a customer’s lack of resources?

Government 353

Government CRM Personalization Customer Experience 353

ijgolding

OCTOBER 28, 2015

Customer journey mapping and touchpoint analysis. Whilst process improvement is pretty well understood by many, Customer Experience Design is a skill set that has been less commonly deployed in organisations around the world. It’s often the small things that make or break an experience.

Customer Experience 127

Customer Experience Banking Journey mapping Education 127

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

PeopleMetrics

OCTOBER 3, 2019

No matter what, your VoC partner should certainly have an implementation team that sets up your VoC — including survey design, programming, dashboard creation, user setup, and ensuring your customer list is ready to go once you are ready to begin. Check off the essentials. Prove value right away. Ready to tell your VoC story?

Surveys 60

Surveys Technical Support Analytics Consulting 60

Taylor Reach Group

AUGUST 26, 2020

One way to measure FCR is to ask your customers! Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So you need to initiate enough surveys to get a reasonable sample size. A common error and observation in these exercise is to only focus on live contacts.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Answer Dash

OCTOBER 15, 2018

It was an interesting exercise, and it allowed us to dig into some of the new ideas and practical applications that are being adopted by today’s best marketers. One of the things we heard repeatedly was the value of offering insight into how customers experience and use products.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Fonolo

JANUARY 11, 2022

Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience (2019), Brad Cleveland . Internationally renowned customer strategy and management expert Brad Cleveland shares his best advice on how to succeed in today’s customer-focused contact center climate. Click To Tweet.

Call Center 81

Call Center Marketing Management First call resolution 81

CSM Magazine

DECEMBER 10, 2021

Yet, we continue to see important initiatives that fall under the employee experience (EX) umbrella fall to the wayside in favor of operational enhancements that do little to improve the employee experience and, in turn, drive deeper employee engagement. About the Author.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. What is the employee experience? If employees aren't happy, engaged, and equipped with the right tools and resources to do their jobs, then the customer suffers.

Journey mapping 49

Journey mapping Customer Experience Surveys Airlines 49

PeopleMetrics

MARCH 26, 2018

When mapping out these touchpoints to better understand the customer journey, some companies will identify 5 to 10 touchpoints, while others might identify 50 or 100. Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback.

Feedback 86

Feedback Surveys B2B Call Center 86

delighted

NOVEMBER 3, 2022

By completing the exercise, you’ll also gain clarity around questions like: what goal can we achieve with one project over another? Consulting the product roadmap can help you gain clarity on what’s important and time-sensitive so you can make better decisions for your business. It allows you to solidify your strategy. No problem.

Surveys 84

Surveys Feedback Management Marketing 84

Interactions

OCTOBER 15, 2020

Combined with the disruption caused by the pandemic, there is a huge opportunity for insurers to transform the way that they do business, especially in customer experience. Providing quick, effortless customer service anytime and anywhere is vital to meet policyholder’s expectations (and beyond). Today, InsurTech is a $2.6

Marketing 62

Marketing Customer centricity Self service Technology 62

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. In this edition of #CXSecrets , I'll explain how you can use insights from internally benchmarking against yourself within your own organization to quickly enhance your customer experience program.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

Beyond Philosophy

APRIL 2, 2022

Perhaps most importantly, we will talk about how to avoid disappointing customers’ expectations when you present them your experience. Key Ideas to Improve your Customer Experience. This exercise demonstrates how customers’ expectations develop. Complete this short survey.

Journey mapping 34

Journey mapping Construction Consulting Consulting 34

ProProfs Blog

APRIL 5, 2019

No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. Well, I’d say why not consult a customer service expert to help you bring the necessary changes to the strategies. Again, it’s about making those words authentic.

Customer Support 140

Customer Support Chatbots Customer centricity Feedback 140

HGS

NOVEMBER 19, 2014

So how can companies navigate through this to ensure they are on the right path in providing a relevant customer experience to the newly connected consumers of today? Hire a consultant, a partner, or do it yourself but test your current customer touch points be it by phone, web site, email, chat, video, text, etc.

Business Process Outsourcing 130

Business Process Outsourcing outsourcing Interactive Voice Response Analytics 130

Select VoiceCom Blog

MARCH 21, 2023

According to the Boston Consulting Group , resilient businesses gain a competitive advantage during crises because they cushion the impact of the major event, as well as recover and adapt quickly. In a McKinsey survey , three in four respondents mentioned that business-model innovation gave them the most leverage.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Government Surveys 52

Taylor Reach Group

MARCH 27, 2018

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Call Center, Contact Center and Customer Experience Events - April 2018. Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do.

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. And these unstructured comments are not just for solicited, transactional surveys. Enter text analytics.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

Education Services Group

AUGUST 4, 2021

You can face it head-on, do the work to uncover the reasons your customers churn, and become a better, healthier, more mature company as a result. That’s exactly what Anita Toth helps her clients do as Chief Churn Crusher of her consulting agency. They want to create a better customer experience because it helps solve a problem.

SaaS 52

SaaS Metrics Surveys Consulting 52

aircall

FEBRUARY 2, 2018

Agents won’t need to consult supervisors or colleagues when reviewing policies, or when uncertain about processes. Through forms, quizzes, or surveys, you’ll be able to collect the information you need without making your customers go out of their way. Here, as in most of life’s endeavors, information is power.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer touchpoints vs. journeys.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

Help Scout

AUGUST 17, 2021

You could have your team apply knowledge when they’re learning by creating exercises like practice client calls, where you set a basic scenario and have them play it out. You could even survey reps ahead of time to ask what areas they’re feeling less-than-certain in and focus on those. Tip #15: Focus on consulting, not convincing.

Customer Service 80

Customer Service Finance Consulting Consulting 80

The Petrova Experience

JULY 9, 2020

And while these are important bi-products of our work and the work of other strategy consultants, the real value of a strategic product is that you, the organization leadership, change your way of thinking, speaking, and leveraging your business. Room service is a good place to start your reimagining exercise. Eliminate Anxiety.

Real estate 52

Real estate Self service Consulting Consulting 52

Eptica

NOVEMBER 16, 2017

For my money, Eptica’s annual mystery shopping exercise over the last five years provides valued evidence that it remains a hard slog. Being an annual survey, there is also trend data that, for instance, shows channel competence over time within a sector. Have we really cracked this challenge? Share this page on: Tweet.

Benchmark 55

Benchmark Multichannel Best practices Government 55

CSM Magazine

MAY 30, 2017

However, it can also be applied to various activities of business including customer service. Clearly most businesses desire to and usually plan to provide great customer service on a long-term basis. In other words, their customer service is not sustainable.

Customer Service 80

Customer Service Feedback Entertainment Service level 80

COPC

JUNE 2, 2016

The Customer Experience: Where Brand Promise and Operations Intersect. Recently I had the privilege of leading a discussion with executives from leading brands at the recent Customer Experience Exchange Retail event in Miami, FL. When that happens, your customers will take notice and their trust in your brand will grow.

Journey mapping 40

Journey mapping Customer retention Customer Care Customer Experience 40

Horizon CX

JULY 15, 2019

Now let’s take this to the current state of learning around the Customer Experience discipline. However, in 2011, I discovered the Customer Experience Professionals Association (CXPA) to which I joined up and volunteered for everything imaginable. That didn’t exist back then.

Entertainment 45

Entertainment Education Consulting Consulting 45