Beyond Philosophy

JULY 23, 2022

It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. The post The implications of the Long Tail in todays environment appeared first on CX Consulting. We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? Thanks very much.

Consulting 244

Consulting Consulting Customer Experience Surveys 244

Beyond Philosophy

FEBRUARY 26, 2022

There is a famous story that as Julius Caesar crossed it with his army, he said,”Alea iacta est”, which means “Now the die is cast” for those of us a little rusty on the Latin. The post Critical Skill: Learn How to Recognize When People Have Made a Decision appeared first on CX Consulting.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

DECEMBER 25, 2021

It’s true, and you can’t blame it all on COVID, although there is some blame to be cast there. What is Our Personal and Business Learning for The Year appeared first on CX Consulting. Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? The post Wow, What a Year!

Personalization 195

Personalization Consulting Consulting Customer Experience 195

Beyond Philosophy

NOVEMBER 27, 2021

15:12 We begin to apply nostalgia to a practical insight for Customer Experience, by using happy memories to cast a Halo-effect on your experience. appeared first on CX Consulting. 04:39 Ryan explains what nostalgia is from a psychological perspective. Click here to learn more about Beyond Philosophy’s Suite of Services.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

MARCH 3, 2022

The story is that Julius Caesar crossed it and said, “Now, the die has been cast.” With these tools at your disposal, chances are that when the “die is cast” you will come out the winner instead of leaving it up to chance. . .” The Rubicon river was a boundary to the north of Rome. Subscribe today right here.

Journey mapping 195

Journey mapping Personalization Consulting Consulting 195

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. Aptly named Women Leading the Way: Customer Service Trends 2021 , the March 24 webinar features an all-star cast of customer service leaders — all of whom are women.

Customer Service 212

Customer Service Customer centricity Self service Metrics 212

ShepHyken

OCTOBER 30, 2018

Signal Myth: A monetary incentive for good CX doesn’t say, “We value great customer experience and our loyal customers above all else. Sam is also the host of CX Cast , Forrester’s weekly customer experience podcast. Sam shared five myths about monetary customer experience incentives and why they’re a bad idea.

Customer centricity 215

Customer centricity Employee engagement Customer Experience Surveys 215

ShepHyken

APRIL 15, 2019

Riccardo Pasto, the senior analyst of CX at Forrester, identified a number or “pitfalls” that can potentially apply to almost any business. In fact, in the discovery phase of CX design, your product or service is probably the least important factor to consider. My Comment: Want your customers to keep coming back?

Customer Service 216

Customer Service Chatbots Self service Customer Experience 216

Help Scout

APRIL 27, 2021

In that spirit (although I hope your power is quite stable), I started thinking about the great customer experience (CX) books I’ve read. If you’re new to CX or if you are looking to improve, let me share a few classics with you, along with a few you might not see in the traditional best CX books lists.

Customer Experience 118

Customer Experience Chief Customer Officer B2C B2B 118

Customer Service Life

APRIL 12, 2023

The CX Passport Podcast I recently joined my friend, Rick Denton on episode 94 of his podcast. In retrospect, this was a wonderful CX lesson. Conversations that Matter Podcast I recently spent some time going through the CX Mailbag with my friend Randy Ksar on the Conversations that Matter podcast. It was a great experience!

Customer Service 78

Customer Service Contact Center Customer Experience Metrics 78

Bill Quiseng

JUNE 6, 2023

Cast Members without a mustache, beard, or goatee are expected to be clean-shaven every day. customerservice #customerexperience #custserv #custexp #cx All facial hair (beards, goatees, and mustaches) must be fully grown in, neatly groomed, and well maintained and no longer than 1/4 of an inch in length. Why is that? Be the customer.

B2C 88

B2C B2B Personalization Customer Service 88

Beyond Philosophy

AUGUST 27, 2020

It’s why we sometimes are struck with brilliance when we are in the shower or casting a line into the Gulf. The post Focalism: The Reason You Sometimes Make The Wrong Decision appeared first on CX Consulting. We make the best decisions by allowing the Intuitive System time for integrating and organizing information.

Consulting 420

Consulting Consulting Customer Experience Management 420

Talkdesk

JULY 7, 2020

However, this year the month of June has cast an important light on prejudicial practices against the black community, with the #BlackLivesMatter movement reminding us about the importance of fighting for an anti-racist society on a global scale. Discover Talkdesk CX Cloud™. Please check the available glossary here. Want to know more?

Government 91

Government 91

Talkdesk

APRIL 7, 2020

Register now for Opentalk 2020 Virtual and learn from former Walt Disney World CX leader, Dennis Snow. This free, immersive experience will give you access to extraordinary insights from the most disruptive and innovative speakers in customer experience (CX). Save the date! Four specific strategies for wowing customers every time.

Customer Service 81

Customer Service Wireless contact center solutions Cloud contact 81

Beyond Philosophy

JUNE 11, 2021

In other words, make no exceptions, because if you make exceptions, it casts a suspicious light on your motives, which is the last thing you need. The post Why You Should Be Proactively Firing Customers Without Hesitation appeared first on CX Consulting. The transparency will help address the challenging situation.

Airlines 249

Airlines Accountability Banking Telecommunications 249

Aspect

MARCH 30, 2021

The author of the report , analyst Stephen Loynd , highlights several key takeaways that cast light on significant changes to the rules.

Contact Center 62

Contact Center Technology Marketing 62

Uniphore

JUNE 16, 2021

and the 7 Surprising CX Insights They Reveal. The Current Cast of Solutions. What Your Call Center Agents Rant About on Social Media. Register Now. Call Center Life: Buried Alive in Knowledge. Simply put, it’s just not practical to learn everything and become an expert right away. Many contact centers recognize they have a problem.

Contact Center 81

Contact Center Call Center Scripts Coaching 81

ChurnZero

DECEMBER 14, 2023

Barbers needed a solution that was specifically designed for their business and that would improve the overall customer experience (CX). Don’t try to cast a wide net and horseshoe people into a product that is not necessarily built for them, because they’re going to churn anyway.”

SaaS 52

SaaS Feedback Marketing Enterprise 52

Vonage

MAY 13, 2019

That is a perfect example of a policy that empowers employees ($50 per cast member) to create that magical moment. Per Future of CX report , 32% of customers will stop doing business with a brand after one bad experience, costing $136.8 And the phrase you leave with, “Have a magical day”, actually makes sense. billion annually.

Engineering 84

Engineering Interactive Voice Response Employee engagement Accountability 84

Fonolo

JANUARY 22, 2020

Modern CX, Las Vegas. CX Talks, Dallas. Elevate CX, Denver. Forrester: CX North America, New York City. Notable Speakers: Jerry Greenfield – Ben & Jerry’s, Annette Franze – CX Journey, Kelley Kurtzman – Verizon. Modern CX , Las Vegas. Chief Customer Officers USA, Atlanta.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

3CLogic

APRIL 17, 2023

Interactive Voice Response (IVR) is an essential tool for CX leaders and service departments. However, all too often, companies only think about cost reduction when implementing and designing their IVR systems, which can have a detrimental impact on CX and, ultimately, ROI. Why is that?

Interactive Voice Response 52

Interactive Voice Response Self service CRM Engineering 52

Beyond Philosophy

AUGUST 16, 2016

In fact, many are quick to point fingers and cast blame. The New CX Toolbox – Six Research Toolsets for Building a Better Customer Connection. When these programs fail to meet ROI and other objectives, as they are considered to do in 60% to 80% of the cases, no one wants to take responsibility for strife and underperformance.

Customer Experience 150

Customer Experience Management Consulting Consulting 150

delighted

FEBRUARY 9, 2021

You can see that we use multiple survey channels – Email , Web , and iOS SDK – to cast as wide a net as possible. To move the discussion away from the actual response rate number for a minute, let’s go bigger picture: what impact does your response rate have on your CX program? Just how important is survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

Service Strategies

FEBRUARY 12, 2015

Customer experience (CX) is hot. This web cast, presented by Dr. James "Alex" Alexander, covered some of the critical aspects of how to brilliantly use CX to create customer success, while generating profitable revenue for your services business.

Customer Experience 40

Customer Experience Management 40

Beyond Philosophy

JULY 9, 2022

It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. The post How to be funny and use humor in business to your advantage appeared first on CX Consulting. 14:51 Ryan talks about the second theory of humor, Relief Theory, and we all felt a lot better afterward. Thanks very much.

Consulting 44

Consulting Consulting Contact Center Surveys 44

Eptica

JUNE 11, 2020

He who loves practice without theory is like the sailor who boards ship without a rudder and compass and never knows where he may cast , Leonardo da Vinci Every customer service team needs a long-term plan – along with the ability to measure how you are performing and the flexibility to change course if circumstances dictate.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

CX Accelerator

MAY 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. Comm100 Kaye's Blog Kaye's LinkedIn Home To CX Accelerator Blog What roles would they play? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?

Contact Center 160

Contact Center Customer advocacy Morale Education 160

Comm100

JUNE 19, 2018

The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX. It’s only through paying attention to employee engagement that those cast members can be empowered to.

Entertainment 40

Entertainment Contact Center Best practices Call Center 40

Tethr

JUNE 21, 2019

Surveys are a useful tool in assessing the customer experience, but as almost any CX leader will tell you, survey response rates are on a secular decline—in large part because companies over-rely on surveys to answer all manner of questions, resulting in customers experiencing survey fatigue and, ultimately, tuning them out.

Surveys 68

Surveys Coaching Customer effort Metrics 68

Beyond Philosophy

JULY 2, 2022

It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. appeared first on CX Consulting. Do you have a business pickle? Tell us about it here. We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? Thanks very much.

Consulting 30

Consulting Consulting Customer Experience Marketing 30

Beyond Philosophy

JULY 2, 2022

It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. appeared first on CX Consulting. Do you have a business pickle? Tell us about it here. We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? Thanks very much.

Consulting 30

Consulting Consulting Customer Experience Marketing 30

Stratifyd

APRIL 24, 2019

With modern companies putting so much effort into customer-centric products and devices, it’s not surprising that an impressive UX and UI design enhances the overall customer experience (CX). Great ideas can come from unlikely places when you cast a wide net.

Engineering 49

Engineering Morale Customer centricity Customer retention 49

Horizon CX

JULY 2, 2020

It’s equally important to note that when people engage in microaggression, they will not necessarily know or believe what they said was a microaggression or that their words have cast ill feelings upon the recipient. The post The Power of Microaggressions (and how they manifest themselves within CX) appeared first on Horizon CX.

Personalization 52

Personalization Surveys Sales Management 52

Hero Digital

JANUARY 16, 2019

Rather, they have cast them as “patients,” a term that implies a captive audience consisting of passive recipients of care. Check out our healthcare CX services or contact us to get started. The Trap of Perceiving Customers as Patients. There are likely some people in an emergency health crisis who may have little choice.

Healthcare 49

Healthcare Airlines Wait times Analytics 49

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. The larger you can cast the digital net, the more likely it is that you’ll be able to offer the type of efficient, personalized service that your customers are looking for.

Customer emotions 59

Customer emotions CRM Contact Center Average Handle Time 59

Verint

JANUARY 30, 2018

Never underestimate your customers’ ability to support each other and your CX program. As companies and customer experience (CX) professionals evolve digitally, many have already taken the plunge into public social networks, such as Facebook, Twitter and LinkedIn. As a CX professional, I like the idea of communities.

Analytics 38

Analytics Technical Support B2B Best practices 38

ChurnZero

FEBRUARY 2, 2021

In one of several acts of desperation, Phil kidnaps Punxsutawney Phil (the town’s beloved groundhog and local pseudo-celebrity) to prevent him from fulfilling his municipal and marmot duty of casting his rotund shadow and thus continuing the cycle (at least in Phil’s mind).

Best practices 40

Best practices Construction Morale Feedback 40