Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

DECEMBER 7, 2023

Another thing Tom said was that people use employees now to help in the Customer Experience. However, I disagree; fewer people work in Customer Experience these days. I think, “It must not be important enough to ensure there are resources to help me.” It’s hard to remember that time now.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

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. Remember things about returning customers. ” dialog. The post Zero Cost!

Customer Experience 444

Customer Experience Wait times Consulting Consulting 444

ShepHyken

NOVEMBER 9, 2018

It’s no surprise then that when organizations begin to contemplate their future success and the resources required to support it, uncertainty can set in when deciding how to manage their growing infrastructures while maximizing their overall business productivity. Support Tickets and CRM Management. Order Management and Data Entry.

CRM 235

CRM Enterprise Benchmark outsourcing 235

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

DECEMBER 6, 2018

I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. 8 Key Stats That Show You Customer Experience Delivers ROI.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

Beyond Philosophy

JANUARY 10, 2019

The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast. However, mental accounting applies to all kinds of resources, including our time.

Accountability 317

Accountability Customer Experience Entertainment Benchmark 317

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further. Here’s why customer experience is of great value in your marketing strategies. .

Marketing 179

Marketing Customer Experience Customer centricity Consulting 179

Beyond Philosophy

FEBRUARY 10, 2022

One of the contributing factors to these disappointing results is an overwhelming amount of data surrounding Customer Experiences—and it’s resulting in analysis paralysis instead of providing excellent customer strategy insights. Try my podcast, The Intuitive Customer instead. Subscribe today right here.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

ShepHyken

SEPTEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers.

Healthcare 318

Healthcare Advertising Education Technology 318

Nicereply

SEPTEMBER 6, 2022

In this always-changing universe of customer interactions, knowing where to go for resources can be tricky. That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

ShepHyken

OCTOBER 19, 2018

Other areas of personalization include tailored product recommendations, personalized content widgets, and customized overlays that fire on exit intent. Of course, these kinds of functionalities typically rest with marketing, yet they very much impact the overall customer experience. So, how is AI changing customer experience?

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employee engagement is crucial for any organization striving to become more customer-centric.

Employee engagement 298

Employee engagement Customer centricity Feedback Morale 298

ShepHyken

SEPTEMBER 28, 2018

Fortunately, the advancements in technology throughout the business world have made their way to human resources as well, giving HR departments, management and staff sound ways to boost employee engagement, and ultimately, improve company-wide outcomes for the long run. Career Pathing Resources.

Employee engagement 265

Employee engagement Education Analytics Technology 265

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Trend #1: Is it really getting that much better?

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform.

Self service 199

Self service APIs Surveys Analytics 199

ShepHyken

AUGUST 4, 2017

This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. . Automation and Artificial Intelligence.

Big data 189

Big data Customer Experience Personalization Technology 189

ShepHyken

MAY 19, 2017

When a customer writes a complaint online, review, tweet, post, etc., Your business is not where you are, it’s where your customers are… online. In a report by The Customer Experience Index in 2012 released by Forrester , 80% of businesses believe they are delivering superior customer service. don’t ignore them.

Customer advocacy 183

Customer advocacy Consulting Consulting Customer Service 183

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. Story #2: The Latest on Vaccine Passports and Other Pandemic Opportunities.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Etech GS

OCTOBER 31, 2018

In the past Companies controlled the buying process and the customer journey, with the IoT that shift has moved to the consumer. If you really want to lead in the marketplace you must focus on customer experience. As customer service evolved, the consumers now do business based on customer experience.

Call Center 230

Call Center Customer Experience Banking Technology 230

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. I am a detractor and that is what has motivated me to write this blog. It’s lose-lose.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Increasing Operational Efficiency by Connecting Resources Faster (31.3%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. So, today, we will look at the 5 Rules for building a successful Customer Experience team. . I have used them many, many times.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Motivational quotes on customer service.

Customer Service 82

Customer Service Coaching Education Best practices 82

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

ShepHyken

FEBRUARY 2, 2018

Misa Chien is the co-founder of Praiseworthy , a customer service blog helping small businesses improve their customer service. Read Shep’s latest Forbes Article: Would You Rather Clean A Toilet Or Contact Customer Service? The post Guest Blog: What Can We Learn from Southwest’s Customer Service?

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

JULY 1, 2016

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. But what if you are ignoring your greatest resources for improvement: your frontline employees? Foster the Voice of the Employee.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Is Customer Empowerment the New Customer Engagement? by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years.

Customer Service 190

Customer Service Airlines Self service Customer Experience 190