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 419

outsourcing Customer Experience Journey mapping Call Center 419

ShepHyken

SEPTEMBER 24, 2019

Customer Understanding. The Link Between the Employee Experience and the Customer Experience. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Communication is crucial in the customer experience.

Customer centricity 273

Customer centricity Coaching Employee engagement Customer Experience 273

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters.

Customer Service 334

Customer Service Customer centricity Government Upselling 334

Beyond Philosophy

APRIL 23, 2020

The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. Some people don’t care about mugs.

Journey mapping 450

Journey mapping Consulting Consulting Marketing 450

Beyond Philosophy

SEPTEMBER 10, 2020

Nonetheless, we still hold onto the contradictions despite feeling uncomfortable about it. . Most psychologists run experiments and analyze results across conditions, and Festinger did that, too. I have been guilty of similar thinking—but not about spaceships coming to whisk me away to outer space.

Consulting 458

Consulting Consulting Advertising Accountability 458

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. My Comment: Creating customer loyalty doesn’t have to be complicated.

Customer Service 327

Customer Service Journey mapping Customer Experience Feedback 327

ChurnZero

APRIL 1, 2024

AI is changing just about everything within the SaaS and technology space. What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. AI is here to stay and it will continue to make the lives of CSMs easier as it matures.

Journey mapping 76

Journey mapping Feedback SaaS Surveys 76

Beyond Philosophy

NOVEMBER 15, 2017

I have led hundreds of successful Customer Experience (CX) program successes. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. Where does your experience stop? Why or why not?

Customer centricity 315

Customer centricity Journey mapping Consulting Consulting 315

ShepHyken

JULY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Traditional vs. frictionless payments: Will customers trade security for convenience? by Pat Shea. How is it being protected?

Journey mapping 141

Journey mapping Customer Service Customer Experience Marketing 141

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. But that’s not all!

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

Beyond Philosophy

JULY 2, 2020

There’s a silver lining in everything, even this pandemic. For example, the time to change customer habits is when there’s been some form of significant change in the usual for the customer, like the birth of a child, being on vacation, or some other type of change catalyst.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

AUGUST 31, 2023

Sometimes your customers have to wait. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? You would rather that wasn’t necessary, but it is reality.

Wait times 222

Wait times Airlines Call Center Benchmark 222

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Spearline

JULY 5, 2022

[link] Customers don’t like waiting on hold, being directed to the wrong line or getting cut off. With IVR systems in place, it can be hard to know if your customers are experiencing these problems. However, with the use of Spearline’s IVR Tester, individuals may map a full IVR system automatically.

Interactive Voice Response 98

Interactive Voice Response Call flow Contact Center Technology 98

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. The Most Important Rule of Journey Mapping by Annette Franz. Your choice.

Journey mapping 207

Journey mapping Customer Service Customer centricity Chatbots 207

ShepHyken

OCTOBER 23, 2018

It’s All About CEX. Shep Hyken sits down with Jason Bradshaw to talk about his new book, It’s All About CEX: The Essential Guide to Customer and Employee Experience. Every company focuses on the lifetime value of a customer, but Jason says you should also think about the lifetime value of an employee.

Chief Customer Officer 238

Chief Customer Officer Telecommunications Feedback Marketing 238

Babelforce

SEPTEMBER 8, 2021

Customer journey mapping is one of those phrases that everyone has heard. Even if you’re not involved in creating journey maps, you probably know the team within your business that is. Likewise, you probably have some notion of what a customer journey map is. Read on to learn everything you need to know.

Journey mapping 98

Journey mapping Upselling Customer effort Personalization 98

ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. A single source of truth boosts efficiency significant. Analyzing data .

Customer Service 175

Customer Service Government Marketing Enterprise 175

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Step two: Have a plan.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

ShepHyken

FEBRUARY 26, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. The foremost among them is to understand your customer in the best manner possible. Maximizes leads.

Marketing 294

Marketing Journey mapping Upselling Advertising 294

Beyond Philosophy

JULY 16, 2019

We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. The interesting bit about putting the armrest halfway down this seat was I thought it was to enhance the seat experience, making it more comfortable with the armrests. Neither would I, but I do at the movies.

Journey mapping 317

Journey mapping Consulting Consulting Banking 317

CX Accelerator

JUNE 27, 2018

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. How does Vanderbilt design a patient experience capable of so much? Even my 10-year-old daughter could look at the map and understand the different stages.

Journey mapping 140

Journey mapping Customer Experience Personalization Management 140

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Experience 83

Customer Experience Journey mapping Customer Service Feedback 83

Quiq

SEPTEMBER 30, 2022

Do you know what your customer journey looks like? Back before the ubiquity of online shopping (we like to call it the stone age), the customer journey was fairly simple. So your maps looked something like this: It’s pretty linear, right? What is a customer journey map? Why should you create a customer journey map?

Journey mapping 82

Journey mapping Sales Scripts Chatbots 82

Education Services Group

JULY 18, 2023

So…quick question: What is a customer journey map? But let’s think about it for a moment. A customer journey map can be many things. Organizations that leverage them wisely use them as step-by-step guides for customer engagement throughout the customer lifecycle. need a customer journey map?

Journey mapping 52

Journey mapping Customer centricity Customer Experience Surveys 52

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. I think the more companies focus on customer care analytics over marketing analytics, the better. FACT: KPIs change, but one thing stays the same: customers hate hold time.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

Method:CRM

JULY 11, 2022

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement?

Customer Experience 92

Customer Experience Journey mapping CRM Metrics 92

CSM Magazine

MARCH 13, 2023

Indoor maps are becoming an increasingly popular tool for retailers to improve the shopping experience for their customers. By providing shoppers with an interactive store map, retailers can help customers easily navigate their space, locate products, and find their way to checkout. What is Retail Mapping Software?

Best practices 52

Best practices Wait times Engineering Sales 52

Education Services Group

APRIL 21, 2021

If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. If you’ve already devoured that and are ready for more, read on!

Construction 94

Construction Journey mapping Customer retention Scripts 94

ChurnZero

JULY 6, 2023

As a customer success leader, I’ve seen time and time again companies over-engineer or altogether skip the most foundational step in building a great customer experience—and that is mapping the customer journey. I suggested they map out the journey their customers’ experience from the moment they sign a contract.

Journey mapping 52

Journey mapping SaaS Consulting Consulting 52

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. But that’s not all!

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. But that’s not all!

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 1: SuccessHACKER.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Totango

APRIL 25, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. Out-of-the-Box Functionality .

Best practices 86

Best practices Enterprise Accountability Marketing 86

Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

Lumoa

NOVEMBER 10, 2021

The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. You can accomplish this feat by focusing on your customer experience design.

Customer Experience 83

Customer Experience Journey mapping Customer centricity Advertising 83

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94