Beyond Philosophy

NOVEMBER 2, 2016

Nor was I pleased when I was charged to park in a sprawling suburban parking lot, or when I saw the $5 price tag on the bottled water in my room. From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. Follow Colin Shaw on Twitter @ColinShaw_CX.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

Beyond Philosophy

AUGUST 7, 2021

It all started with Apple’s Air Tags. Halo Effects affect people’s impression of you and your experiences, and, in some cases, you don’t have as much control over these halos as you might like. This episode explains what Halo Effects are, how they influence customers, and what you should do about it moving forward.

Consulting 150

Consulting Consulting Surveys Customer Experience 150

Beyond Philosophy

DECEMBER 12, 2016

Effective security alerts, with accurate fraud alerts; 67% of shoppers said they would either never shop there again (27%) or would be reluctant to buy there again (40%) after their legitimate purchase was tagged as fraudulent. (To These results show us what the customers say their expectations are for their online shopping experience.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

FEBRUARY 22, 2018

Apple said the slowdown was intended to preserve battery life and prevent unexpected shutdowns, but critics suspected that Apple was throttling phone performance in its older models to get people to upgrade to the new iPhone x (which carries a $1000 price tag). Poor Communication Leads to Unhappy Customers. Will Apple Suffer Long-Term?

Consulting 326

Consulting Consulting Customer Experience 326

Eptica

SEPTEMBER 25, 2019

Date: Wednesday, September 25, 2019 Author: Pauline Ashenden - Marketing Manager The breakdown in insurance customer experience – and what it means for trust. Author: Pauline Ashenden - Marketing Manager In today’s markets, consumers rightly demand the highest standards of customer service.

Customer Experience 62

Customer Experience Automotive Self service Marketing 62

CSM Magazine

OCTOBER 13, 2022

Hyper-Personalizing the customer experience is a successful method for customer acquisition and retention. In addition, the majority of consumers think that a customized client connection contributes significantly to their loyalty. And here the 4 strategies to hyper-personalize your customer experience.

Personalization 52

Personalization Customer Experience Call Center CRM 52

Beyond Philosophy

NOVEMBER 27, 2020

Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. These projects came with a collective price tag of around $900 billion. When added to an overall stagnation of the Customer Experience movement, digital transformation does not deliver the results that firms expected.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

GetFeedback

JUNE 3, 2019

In order to achieve that though, it is important to make sure that you are providing your customers with the best services possible. Having a good customer experience with the content you share is important for your customers to feel closer to your brand and more eager to interact with you. Making your content relatable.

Marketing 74

Marketing Customer Experience Sales Surveys 74

Beyond Philosophy

MARCH 26, 2022

This episode focuses on how you can manage the current economic environment without destroying your Customer Experience. Will our new, post-pandemic normal have a high price tag associated with it? And what does that mean for your customer experience? Key Ideas to Improve Your Customer Experience.

Customer Experience 39

Customer Experience Consulting Consulting Banking 39

Kayako

JUNE 8, 2017

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it.

Metrics 96

Metrics Customer Experience Average Handle Time Surveys 96

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Share this page on: Tweet.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

aircall

JUNE 21, 2021

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. Suppose there are gaps between what customers expect from an interaction and what they’re actually getting.

Sales 71

Sales Customer Experience Surveys Feedback 71

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? This means that creating a superior customer experience and making it as easy as possible for consumers to do business with you are vital differentiators for all telecoms service providers.

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? So, how are UK travel companies doing in terms of online customer experience? One airline answered on Twitter in 23 minutes, but took over 4 days to answer the same query on email! Published on: April 18, 2018.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Author: Neil Titcomb To find out more on how to transform CX, please come and meet us on 6th July at the Customer Engagement Transformation Conference When it comes to the service they receive, consumer expectations continue to rise dramatically.

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Essentially they can improve their experience by reviewing how other people operate and applying best practice. For the United States, Facebook was also evaluated as a customer service channel.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Beyond Philosophy

FEBRUARY 17, 2016

Studies have shown that people sound out syllables when they read a price tag. Our customer experience evaluations tell us that in general, over 50 percent of a customer’s experience is based on emotion, but that number can vary greatly depending on your business, your customers and your products.

Consulting 275

Consulting Consulting Customer Experience Personalization 275

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Published on: March 14, 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

Eptica

JUNE 8, 2016

The state of UK travel customer experience. At the same time with so many options to choose from online, customers are more discerning about where they take their business, insisting on excellent customer service at all times. Given these factors, how is the sector performing when it comes to customer experience?

Airlines 49

Airlines Multichannel Customer Experience Contact Center 49

Expivia

APRIL 29, 2021

Here are the different types of social media platforms users may use to contact customer service and how these platforms can affect your brand reputation. Twitter is one of the most popular social media platforms for customer service. Users can easily make their problems about your company public by tagging you in a tweet.

Call Center 90

Call Center Customer Service Best practices Contact Center 90

Spearline

OCTOBER 6, 2020

CX Day celebrates the professionals and companies that make great customer experiences happen. It’s an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. "World-class" "World-class" NPS score - 79. Contact us.

Telecommunications 98

Telecommunications Surveys Enterprise Feedback 98

Nicereply

NOVEMBER 16, 2021

But, what is even more interesting and essential to accept is that 95% of customers will “take action” after a negative experience – like sharing concerns with friends and family, or in the worst-case, churning. Nowadays, there are so many solutions for capturing customers’ experiences. Pro: Distribution Channels.

Surveys 111

Surveys Metrics Analytics Enterprise 111

Eptica

MARCH 31, 2017

Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers.

Customer Experience 49

Customer Experience Surveys Self service Service level 49

Eptica

MAY 9, 2018

Date: Wednesday, May 9, 2018 Author: Pauline Ashenden When times are tough, retailers must prioritize customer experience. More demanding consumers In such a competitive market, the customer experience delivered by retailers is key to helping them differentiate themselves, preserve margins and increase loyalty.

Customer Experience 50

Customer Experience Chatbots Self service Best practices 50

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Author: Pauline Ashenden Providing access to knowledge is at the heart of creating an excellent customer experience. Knowledge drives customer loyalty and revenue Knowledge and customer satisfaction are closely related.

Customer Experience 55

Customer Experience Best practices Chatbots Self service 55

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences. Published on: April 27, 2016.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Beyond Philosophy

NOVEMBER 15, 2019

Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint. When you enter a store and before you see the first price tag, you will have developed a general Price Image of that store. That’s also true of Customer Experience actions and marketing actions, too.

Construction 301

Construction Consulting Consulting Airlines 301

ShepHyken

APRIL 27, 2018

Empower customers to easily search, filter and sort so they can find exactly what they are looking for. A quick product search that caters to every need is key, and provide word tags so products can instantly show up in search results. Read Shep’s latest Forbes Articles: To Create A Great Customer Experience, Sweat The Small Stuff.

Enterprise 204

Enterprise Feedback Personalization Sales 204

CSM Magazine

APRIL 4, 2023

Without a doubt, this has a cascading effect and adversely impacts the customer experience as employees are unable to promptly serve them with the right information. The ‘feedback gap’ creates a disconnect between content creation and content consumption, and hence often leads to ‘poor customer experience.

Government 52

Government Engineering Enterprise Technology 52

ProProfs Blog

APRIL 23, 2019

Social media mentions have become a powerful way for customers to share their views and thoughts about any product, service, or company. When people tag brands on social media, it’s more likely they want to get companies’ attention and direct them to their story. Related Read: How to Provide a Delightful Customer Service Experience.

Customer Support 100

Customer Support Chatbots Feedback Customer Service 100

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. This changing banking landscape, combined with continued low interest rates, means that the customer experience is now central to being successful in the market. Published on: August 14, 2015. Remove paper.

Banking 85

Banking Multichannel Customer Experience Finance 85

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Author: Pascal Gauvrit Artificial intelligence (AI) has the power to transform customer experience, enabling brands to meet rising consumer expectations through tailored, high quality, relevant service that drives increased loyalty.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

Beyond Philosophy

OCTOBER 8, 2014

It was like PayPal was a little brother tagging along the bigger one. Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Eptica

MARCH 22, 2017

Date: Wednesday, March 22, 2017 4 artificial intelligence concepts you need to know if you work in customer experience. Launched on Twitter, people quickly realized that the technology learnt from their interactions, and unscrupulous users quickly taught her to spew out inappropriate racist, sexist and otherwise offensive responses.

Customer Experience 52

Customer Experience Chatbots Engineering Technology 52

JivoChat

MAY 3, 2023

They are avid users of various platforms like Twitter, Instagram, and Facebook. User-generated content allows them to tag products with ease. They engage by commenting, sharing, and tagging others. Be Creative and Offer Customized Experiences Be clever with whatever content you put out into the public space.

Advertising 75

Advertising Marketing Accountability Sales 75

Eptica

MAY 6, 2020

” Against this backdrop, how are banks performing when it comes to putting the customer at the heart of everything they do? Just prior to the crisis, the 2020 Eptica Digital Customer Experience Study surveyed 50 brands in five vertical sectors – including ten leading UK banks. Are banks investing in the right areas?

Banking 79

Banking Customer Service Multichannel Best practices 79