Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Vaccine passports, both in the UK and the US, are gaining more credibility.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

ShepHyken

JULY 22, 2022

Did you know that the average manufacturer experiences more than 15 hours of downtime per week, whereas small websites and services are out of the game from five hours to almost several days in a year? However, they are ready to wait if the website provides an excellent customer experience and keeps them in the loop during the outage.

Customer Experience 179

Customer Experience APIs Customer Service Management 179

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is.

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

Beyond Philosophy

OCTOBER 29, 2015

The new fit descriptions are designed to help Customers know which fit is appropriate for what activity. The new wall is in response to Customer Feedback that they were confused about how the pants should fit and sometimes bought them too big. So what does this story show us? It shows us two things.

Customer Experience 386

Customer Experience Brand ambassadors Consulting Consulting 386

ProProfs Blog

APRIL 17, 2020

Businesses big and small are leveraging the power of holding live events to maximize brand value, drive revenue, and improve customer experience. Here’s what the numbers say: 80% of the businesses believe that live events are necessary to get a competitive edge, according to the latest report by Endless events. .

Surveys 125

Surveys SaaS Feedback Advertising 125

CSM Magazine

JANUARY 18, 2024

. “We are delighted to have Nina Schick, a true visionary in artificial intelligence, headline our event,” said Craig Pumfrey, VP of Marketing at Sabio Group. “Her unparalleled expertise and unique perspective will provide our attendees with great insight into how AI will shape the future of customer engagement.

Education 52

Education CRM Technology Analytics 52

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 318

Customer Experience Wireless Airlines Education 318

VirtualPBX

JULY 21, 2023

With the summer season in full swing, businesses find themselves presented with a remarkable opportunity to connect with customers at outdoor events. Among the plethora of tools available, Quick Response codes stand out as a powerful asset capable of elevating customer experiences and fostering meaningful interactions.

Gamification 52

Gamification Advertising Sales Marketing 52

ShepHyken

JUNE 21, 2019

And amongst that shared audience, their customer experience becomes the expectation set on your brand. Accenture calls these new, slippery customer expectations liquid expectations. Customer expectations are out of your hands. Ease of use has gone global. Customer experience has been democratized.

Chatbots 293

Chatbots Customer Experience Scripts outsourcing 293

Maru Group

MAY 13, 2019

Customers were the centre of the conversation at the recent CX Exchange for Telecoms event. It was great to hear from speakers across the industry talk about the benefits, challenges and various telecom customer experience strategies to ensure that their business places the customer at the heart of their decision making.

Customer Experience 40

Customer Experience Feedback Customer retention Analytics 40

bold360 Blog

JUNE 9, 2020

We flipped CXNext 2020 from an in-person event to a virtual event in just 6 weeks, and we’re so proud of everyone whose amazing work made that possible! We heard from Nick Pegram, Chris Savio, Erica Mayshar, and Bob Sullivan from LogMeIn about their major takeaways from CXNext 2020. Each of us must lead with empathy.

Customer Experience 52

Customer Experience Technology Personalization Call Center 52

Beyond Philosophy

MAY 21, 2021

From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences. On the other axis, you can lie about facts or your values. The idea of dividing different types of deceptions helps us understand why people lie and when people lie.

Customer Experience 221

Customer Experience Consulting Consulting Personalization 221

ShepHyken

DECEMBER 14, 2018

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. Cyber security is no longer something that just IT teams need to worry about.

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ShepHyken

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. 82% of customers have left a company because of a bad customer service experience.’ – (Source: Rightnow).

Customer Experience 256

Customer Experience Big data Technology Chatbots 256

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. Shep Hyken.

Customer Experience 295

Customer Experience Personalization Marketing Analytics 295

customer sure

JANUARY 10, 2024

These are the most common pitfalls we’ve witnessed from organisations when they’re evaluating and improving customer experience. Neglecting Customer Feedback One of the most common mistakes businesses make is disregarding customer feedback. Businesses often overlook the qualitative aspects of customer experience.

Customer Experience 62

Customer Experience Feedback Metrics Healthcare 62

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world. CX matters!

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. As the National Manager of Customer Support, what are you responsible for? Thanks Ben! Click to find out how.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

CSM Magazine

SEPTEMBER 18, 2023

This week saw a hallmark day for the customer experience (CX) community as Sabio Group’s HQ in London played host to its dedicated Genesys Cloud CX session. Sabio Group’s Chief Innovation Officer, Stuart Dorman, took the helm at the start of the event.

Customer Experience 59

Customer Experience Construction Best practices Technology 59

Talkdesk

APRIL 2, 2020

That’s why we’ve transformed Opentalk 2020 into a virtual event — all online, at no cost to you. Opentalk 2020 Virtual is a free immersive experience that will give you access to extraordinary insights from the most innovative speakers in customer experience (CX). The post Opentalk 2020 is now a free virtual event!

Best practices 75

Best practices contact center solutions Cloud contact Contact Center 75

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Beyond Philosophy

DECEMBER 10, 2015

Kahneman points out that what we experience can often be quite different than what we remember from the experience. He explains that all of us have two selves that experience things: the experiencing self and the remembering self. It’s this self that is living the experience. What do I mean by “rehearsing”?

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Beyond Philosophy

JULY 25, 2020

Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. The Illusion of Control manifests in several different ways for a Customer Experience. Key Takeaways.

Advertising 393

Advertising Sales Consulting Consulting 393

CCNG

APRIL 3, 2024

Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. But there is a simple fix to repair this broken dynamic: Radical transparency about the organization's real priorities and trade-offs. Quit gaslighting about automation too. "AI

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Beyond Philosophy

OCTOBER 5, 2023

Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too. So, naturally, they are concerned about this course of action, too. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Airlines 379

Airlines Consulting Consulting Education 379

Beyond Philosophy

NOVEMBER 22, 2019

A US tradition, Black Friday was named for the idea that it is the day retailers finally move out of the red for the year and into the black of profits. What’s an elbow in the face of your fellow shopper when you are talking about 4k Ultra HD. The idea of a day of big sales that bring out the animal in us is global.

Sales 273

Sales Consulting Consulting Marketing 273

AWS Machine Learning

NOVEMBER 26, 2023

Today, we are excited to announce three launches that will help you enhance personalized customer experiences using Amazon Personalize and generative AI. Whether you’re looking for a managed solution or build your own, you can use these new capabilities to power your journey. You can also use this for sequential chains.

Personalization 101

Personalization Customer Experience APIs Entertainment 101

Call Center Weekly

MARCH 19, 2019

Now, as much as I love to watch HGTV and daydream about decorating, I’ve never particularly enjoyed shopping for furniture. Two: I’ve had so many bad experiences buying furniture over the years--from poor quality to poor service to nightmare deliveries and high-pressure sales staff. Mainly, for two reasons. One: furniture is expensive!

Customer Experience 175

Customer Experience Advertising Sales Customer centricity 175

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

CX Global Media

OCTOBER 31, 2018

While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. You know really the thing that I’ve been passionate about my entire life is customer service.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

ShepHyken

JUNE 16, 2021

Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort. You could feel that customer service was at the heart of what they were about. Case in point, our server was so excited to tell us about his family. Of course, we told him about ours.

Customer centricity 347

Customer centricity Customer Service Customer Experience 347

CX Global Media

OCTOBER 15, 2018

If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list. The reason that people choose us for their network is because you get more than just a minute on some sort of pipe.

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

ShepHyken

FEBRUARY 10, 2021

But today I want to talk about being a magician. Growing up throughout high school and college I performed at parties, corporate events and comedy clubs. That experience in show business gave me the stage chops to start my business as a professional speaker. They may call us or visit us. It’s the same in business.

B2C 312

B2C Entertainment B2B Sales 312