Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. Traditional journey mapping is what a customer is doing, but is missing a few things. Let’s imagine that you have decided to go to McDonald’s.

Journey mapping 469

Journey mapping Consulting Consulting Marketing 469

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 419

outsourcing Customer Experience Journey mapping Call Center 419

Beyond Philosophy

JANUARY 1, 2022

Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. Key Ideas to Improve your Customer Experience.

Engineering 261

Engineering Consulting Consulting Customer Experience 261

Beyond Philosophy

JUNE 25, 2021

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. Even the government came out against it.

Customer Experience 384

Customer Experience Airlines Consulting Consulting 384

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. Customer research should be a priority every year. Get under the skin of the customer. Cast your net wide.

Surveys 195

Surveys Consulting Consulting Metrics 195

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . If you do, you are in the minority. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.

Customer centricity 437

Customer centricity Technical Support Consulting Consulting 437

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. Economists prefer to look at what people do instead, which, as we know, is what people are incented to do. Let’s say you accept this premise, that people lie in surveys. Actions speak louder than words.

Surveys 344

Surveys Big data Engineering Advertising 344

Beyond Philosophy

MAY 8, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. You have done it. Even your customers have done it. In this episode, we tell you the truth about lying. Key Ideas to Improve your Customer Experience.

Customer Experience 261

Customer Experience Consulting Consulting Enterprise 261

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. Here are my top five picks from last week.

Customer Service 162

Customer Service Self service Customer Experience Surveys 162

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Feedback 157

Feedback Analytics Multichannel Surveys 157

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. Want to know what that technique is? Only somebody you trust, right?

Airlines 292

Airlines Sales Employee engagement Customer Experience 292

Integrity Solutions

APRIL 19, 2024

At its essence, humanizing the sales experience is really about personalization. It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Personalization 107

Personalization Sales Scripts Contact Center 107

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. 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. “You were never trying to close a sale. S atisfy – Make it right.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Everyone Hates Customer Service. Just the title should pull you in. Does everyone hate customer service?

Customer Service 243

Customer Service CRM Customer Experience Surveys 243

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 157

Best practices Surveys Metrics Construction 157

Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” And it is a question that customer support professionals ask me most often.

Customer Support 83

Customer Support Banking First call resolution Self service 83

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. The importance of customer service for small businesses.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Tethr

SEPTEMBER 8, 2021

Today, we’ll be taking a more technical look into the role of artificial intelligence in conversation analytics, and how we use AI to derive insights from your customer conversations. So if you’ve ever wondered how, exactly, our AI-powered machine works—this one’s for you. Step 3: Mine for insights.

Analytics 99

Analytics Technology Banking Engineering 99

ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. How do we make this happen? This vision must be shared by your CEO and Senior Leadership Team. This is the focus of CX Day 2023 !

Customer Experience 62

Customer Experience Chief Customer Officer Finance Customer centricity 62

ChurnZero

JUNE 1, 2022

How do you determine product-market fit? What can you do to move ideal buyers through the awareness stages? How can you really get to know your customers? But there are a few common practices that all entrepreneurs need to know to succeed. I knew exactly what they were doing.

SaaS 98

SaaS Marketing B2C Metrics 98

ThriveableBiz

NOVEMBER 13, 2023

Customer-driven innovation to scale -up your business To scale-up your business you have to be focused on what the customer wants and needs. We often get tangled with our personal dreams, and forget the most important people, our customers. You have to be better than Best. But are you really?

Entertainment 52

Entertainment Marketing Advertising B2B 52

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Accountability 155

Accountability Feedback Sales Upselling 155

Fonolo

FEBRUARY 14, 2023

But how do you know which solutions are best for your operation? To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation. Call center automation is the practice of using technology to tackle manual, time-consuming tasks on behalf of your agents.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Nicereply

JUNE 20, 2023

Recruiting a customer experience talent is always a challenge. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly. Recruiting top Customer Experience talent has added complexities because these hires likely impact customers directly.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

Fonolo

JANUARY 12, 2023

You probably know at least a bit about AI and automation. Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. But what does this flood of possibilities mean for you? For your agents? And your operation? Improved agent experience .

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 99

Automotive Journey mapping Self service Sales 99

Toister Performance Solutions

SEPTEMBER 17, 2020

Customers are notoriously bad at describing their needs. Often, customers just don't know what they want. Customer service author and keynote speaker, Chip Bell, has a new book that addresses this issue head-on. Bell and I had a chance to discuss his new book, and he shared some fun stories and fantastic insight!

Advertising 127

Advertising Feedback Surveys Customer Service 127

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. We’ll cover: What is customer experience research? What happened?

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

ProProfs Blog

JANUARY 18, 2022

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. Because market trends change with the change in opinions and preferences of your customer base. Because market trends change with the change in opinions and preferences of your customer base.

Marketing 145

Marketing Surveys Feedback Education 145

Nicereply

SEPTEMBER 11, 2023

Tools can improve support services and customer experience in so many ways that selling to support leaders is a significant addressable market. We often do not have the budgets that sales and marketing teams have, nor the resources to implement and maintain tools. So I asked him to share a bit about his experience.

Sales 64

Sales Engineering Marketing Technology 64

Tethr

NOVEMBER 5, 2021

When you get right down to it, we’re all here for the same reason. Whether you’re a sales leader, a customer experience guru, or an enterprising contact center operator, you want to improve your business’s operations in order to protect your existing revenue… and grow more revenue opportunities.

Average Handle Time 101

Average Handle Time Sales Enterprise Contact Center 101

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Nicereply

OCTOBER 17, 2023

Intelligent support operations really benefit the entire organization with support being at the center of the data collection. These Operations teams provide tooling, insights, and enablement to their respective teams by analysing data, enhancing tool sets, and designing effective processes.

Engineering 52

Engineering Feedback Accountability Customer centricity 52

JustCall

OCTOBER 22, 2023

Did you know 62% of customer service channel transitions are “high effort” for customers? This means that if the transition between channels is not seamless, it may not result in a positive customer experience (CX). That can make it tough to know what’s really going on and gather authentic feedback.

Surveys 52

Surveys Best practices Feedback First call resolution 52

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. Why Is It Important to Measure Customer Satisfaction?

Feedback 83

Feedback Surveys Metrics Customer Experience 83

ProProfs Blog

OCTOBER 30, 2021

User experience (UX) can make or break a brand identity. Fortunately, there are many steps you can take to understand your customers’ user experience better and rectify issues, if any. Apart from this, you can conduct regular user experience surveys to take the pulse of your software or website users.

Surveys 139

Surveys Best practices Construction Analytics 139