Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. What I observed wasn’t a steadfast commitment from their customers; rather, it appeared to be inertia. Did you know we have a YouTube Channel too? .’

Airlines 221

Airlines Consulting Consulting Education 221

CCNG

OCTOBER 25, 2023

In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years.

CCNG 195

CCNG Technology Employee engagement Government 195

Beyond Philosophy

FEBRUARY 6, 2021

Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today. Key Ideas to Improve your Customer Experience. 24:24 Wilson shares what her team looks for to resolve poor financial decision-making in their customers.

Finance 482

Finance Consulting Consulting Customer Experience 482

Beyond Philosophy

JULY 16, 2022

Sure, it’s still The Intuitive Customer Podcast, just now with an extra pickle. They are implementing a Voice of Customer program to identify critical improvements necessary for the organizations. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Consulting 394

Consulting Consulting Surveys Customer Experience 394

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives? Break down silos and encourage collaboration to deliver amazing customer experiences.

Customer Experience 231

Customer Experience Customer centricity Consulting Consulting 231

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. Today, we will examine whether this is a good idea or not.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

MAY 25, 2022

The contact center is an essential component to your experience, and also contains a wealth of information about your customers. In this episode, we host Thomas Goodmanson , President and CO of Calabrio , a global Customer Experience intelligence company that builds software to enrich customer interactions.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Beyond Philosophy

DECEMBER 31, 2022

Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. The team were much more comfortable hanging out in these constraints than finding a way to do more for customers. Customer Experience Information & Resources. How can we help?

Consulting 221

Consulting Consulting Call Center Customer centricity 221

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. However, that concept might not influence the effect that you need to prioritize in your experience.

Customer Experience 444

Customer Experience Wait times Consulting Consulting 444

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. The upshot?

Consulting 195

Consulting Consulting Education Marketing 195

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. .

Advertising 362

Advertising Consulting Consulting Customer Experience 362

Beyond Philosophy

FEBRUARY 13, 2021

Customers buy habitually, and that’s great when their habit is to buy from you. Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do. Understanding customer triggers. Distract your customer from their existing habit.

Government 448

Government Consulting Consulting Customer Experience 448

Beyond Philosophy

JANUARY 1, 2022

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. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Engineering 259

Engineering Consulting Consulting Customer Experience 259

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. He shares his expertise and examples of how organizations can use both sound and smell to deliver the experience that evokes the proper emotions that can lead to customer-driven growth. Key Ideas to Improve your Customer Experience.

Transportation 369

Transportation Consulting Consulting Call Center 369

Beyond Philosophy

MAY 28, 2022

Moreover, these things are true whether we are talking about people in your personal life or customers on your sales reports. This week we consult Bob about how to find out if the account he manages as part of his new position trusts his company. Key Ideas to Improve your Customer Experience.

Consulting 221

Consulting Consulting Accountability Surveys 221

Beyond Philosophy

OCTOBER 8, 2022

If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted. Video can be the untapped jewel of your experience design, and we will explain why. I had a similar experience with my doctor. Key Ideas to Improve your Customer Experience.

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. But I do have my own experiences.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. Ideas also get trendy.

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

SEPTEMBER 17, 2022

Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust. This week, the Intuitive Customer is going Netflix. Complete this short survey.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. The question is, was outsourcing that part of your experience really a good idea or a big mistake?

outsourcing 273

outsourcing Customer Experience Consulting Consulting 273

Beyond Philosophy

FEBRUARY 24, 2022

We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. Having an opinion is critical whether you are an employee or a consultant. I ask senior executives three questions about their Customer Experience.

Consulting 221

Consulting Consulting Customer emotions Construction 221

ShepHyken

JUNE 1, 2021

The Role of Energy in Customer Service. Understanding How the 7 Levels of Energy Affects Customer Service . Shep Hyken interviews Natalya Berdikyan, founder and CEO of Life By Design Academy and Frontline Consulting. They discuss how energy affects customer service and experience. Quotes: “Everything is energy.

Construction 347

Construction Consulting Consulting Customer Service 347

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

ShepHyken

OCTOBER 3, 2017

Doug Bell Discusses Improving the Customer Experience. Would you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager , a system that helps manage and unify the entire customer experience.

Journey mapping 464

Journey mapping Consulting Consulting Customer Experience 464

ShepHyken

NOVEMBER 2, 2021

Customer Experience Is Science. Creating Proactive Customer Experiences. They discuss how companies can use customer science to provide positive and memorable customer experiences. They can accurately predict what their customers are going to do next – and what they will want next.

Journey mapping 179

Journey mapping Consulting Consulting Customer Experience 179

Contact Center Pipeline

APRIL 16, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Kathleen Peterson is Chief Vision Officer of PowerHouse Consulting, a renowned management consulting firm specializing in operationalizing the Customer Experience; our consultants are recognized experts in the design and implementation of Contact Center strategy and associated technologies.

Contact Center 250

Contact Center Consulting Consulting Technology 250

DMG Consulting

MARCH 27, 2024

Additional flexibility includes more shift/swap options, new ways to bid for hours and time-off, and easy approaches to managing paid time off (PTO), voluntary time off (VTO), and overtime (OT). The 2024 Workforce Management for the Enterprise in the Digital Era report features 4 WFM vendors: Alvaria, Calabrio, NICE, and Verint.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

ShepHyken

JANUARY 4, 2022

They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. What people don’t like about voice channels is the experience. What people don’t like about voice channels is the experience.

Virtual Agent 318

Virtual Agent Interactive Voice Response Contact Center Consulting 318

Outsource Consultants

FEBRUARY 26, 2024

There’s no substitute for expertise when it comes to thrilling customers. And there’s no shortage of experts at Outsource Consultants., The benefit for our clients is ongoing performance management, where we literally check in monthly on how the BPO provider is performing.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

AWS Machine Learning

MARCH 29, 2024

With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent. This is the second post of a two-part series.

Cloud contact 94

Cloud contact Chatbots Contact Center APIs 94

Global Response

OCTOBER 6, 2023

In fact, BPO consulting is a key way to add scalability to your business and grow your business quickly. At its core, BPO consultants will help audit your processes and existing systems in order to improve efficiency, productivity and operations. But customer service isn’t the only function of BPO that supports business growth.

Consulting 62

Consulting Consulting Business Process Outsourcing outsourcing 62