Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system.

Airlines 273

Airlines Metrics Accountability SaaS 273

ShepHyken

JUNE 21, 2021

Each week I read many 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. Do Your Rewards Rock? Do your rewards hit the “must-have” mark that turns casual customers into brand fans? by Tom Ryan.

Customer Service 196

Customer Service Marketing Personalization Customer Experience 196

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. However, today, this concept is essential and might be what saves your experience at a time when experiences need saving. Employee Experience is not a fad. Or will they pay them to work and stay out of all that?

Management 195

Management Personalization Customer Experience Consulting 195

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Airlines 248

Airlines Accountability Banking Telecommunications 248

Toister Performance Solutions

SEPTEMBER 14, 2023

A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. You need legendary stories of your own if you want to deliver legendary customer service.

Surveys 109

Surveys Coaching Customer Service Feedback 109

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Accountability 243

Accountability Customer Support Surveys Personalization 243

ShepHyken

FEBRUARY 6, 2019

My job is to talk to them about customer service. While Office Pride has created a great set of core values, Todd describes them as decision filters. These are the principles and beliefs that guide an organization – and the employees of that organization. Total Customer Satisfaction. Always Do What is Right.

Accountability 274

Accountability Customer Service 274

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. The long answer is the following newsletter inspired by a recent podcast and a business pickle by one of our listeners.

Banking 195

Banking B2C B2B Construction 195

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Turn your podcast down, and turn this article up to eleven. We are all customers for something.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor. Leonard Ang.

Management 273

Management Customer Experience Customer Service Coaching 273

Steve DiGioia

APRIL 18, 2016

You chase after your customers, hoping to be liked so they buy your product. In your eyes they can’t do anything wrong, you bend over backwards and give freebies to these blood sucking customers of yours. You do all you can to make them happy…. So you look the other way and let them slide….

Advertising 219

Advertising Accountability Management 219

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. You must also regularly test and monitor the network to address any issues promptly – your business depends on it.

Customer Experience 142

Customer Experience Feedback Customer centricity CRM 142

Beyond Philosophy

APRIL 4, 2019

Everybody feels like they understand what brands are. Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast. We also explained how the two concepts are crucial to creating brand and customer loyalty. Brands are everywhere.

Call Center 326

Call Center Consulting Consulting Benchmark 326

Lumoa

MARCH 21, 2023

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. In addition, we asked the authors to share a quote and explain what made them write the book and why you should read it.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

ProProfs Blog

APRIL 22, 2020

An interpretation of the “80/20 Rule” given by Italian economist Vilfredo Paret stated that “80% of your company’s sales come from 20% of your customers” This adage is long being used as an incredible tool for business growth. Let’s Have a Look at Some of the Famous Customer Satisfaction Quotes.

Advertising 168

Advertising Consulting Consulting Sales 168

Tethr

DECEMBER 14, 2020

When applied to the realm of customer service, the focus naturally turns towards people: the agents who control the phone, chat, or email experience with customers. But that shift will take time and there’s no evidence yet that all customers actually prefer self-service over speaking to an agent. Automated into an afterthought.

Scripts 113

Scripts Self service Contact Center Sales 113

Russel Lolacher

APRIL 20, 2021

Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. Many organizations are looking at podcasting to focus on a more niche audience: their employees. Ways to Better Engage Your Employees. I love that.

Entertainment 122

Entertainment Education Employee engagement 122

Fonolo

JANUARY 7, 2021

Customer perception of service is a key component of customer perception. How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service. How to Improve Customer Perception of Your Brand. Customer Expectations.

Contact Center 171

Contact Center Customer Service Accountability Marketing 171

Real Blue Sky

NOVEMBER 21, 2023

It’s a time when growth strategies of the past may no longer bring the same results, and the quest for sustainability can seem like an uphill battle. It’s about leveraging the strength of customer loyalty, the potential of existing relationships, and the efficiency of streamlined operations.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Help Scout

APRIL 27, 2021

Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning.

Metrics 135

Metrics Airlines Surveys Sales 135

Kayako

JULY 11, 2019

Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Are you adding to the reps’ stress or inspiring them to greatness? Bad mouthing customers. .

Morale 73

Morale Customer Service Technical Support Metrics 73

ProProfs Blog

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Fonolo

NOVEMBER 1, 2022

Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. If you plan to keep your team together for the long haul, you’ll want to make sure there are structures in place to support agent engagement efforts. But which tactics are the right ones for your call center?

Call Center 87

Call Center Construction Abandon rate Feedback 87

Tethr

MARCH 27, 2020

There are countless articles and statistics on the importance of the customer experience (CX). There are nearly just as many regarding the employee experience (EX). While both these experiences should remain critical focuses for businesses, materials on how to integrate them together are hard to come by.

Employee engagement 74

Employee engagement Enterprise Personalization Metrics 74

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 360

Airlines Marketing Enterprise Advertising 360

CSM Magazine

JANUARY 24, 2022

Salon customer service is one of the most important parts of running a successful business. It’s an important factor customers pay attention to when assessing your salon. Customer service in the salon starts from the moment the customer sets foot at your doorstep. Why is Salon Customer Service Important?

Customer Service 52

Customer Service Personalization Marketing Customer Experience 52

Toister Performance Solutions

JUNE 17, 2021

Employees are often confused about mission, vision, and value statements. Do we even need them all? These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. They’ve also come up while training thousands of employees on mission, vision, and values.

Transportation 71

Transportation Airlines Accountability Customer Service 71

Myra Golden Media

MAY 29, 2018

I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. One of my deliverables for this training is to equip employees with the skill of giving lousy news to customers in such a way that the customer accepts the employees’ answer as the final word.

Management 149

Management Customer Service Customer Experience 149

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer?

Employee engagement 78

Employee engagement Customer centricity Customer Experience Enterprise 78

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 121

Customer Experience Airlines Banking Customer centricity 121

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Agent coaching has long been a method for improving contact center performance and the customer experience. Trust begins with getting to know your agents.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

ShepHyken

OCTOBER 9, 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. Not if your Netflix. They care about their customers. And how do we help them to make it better? Here are my top five picks from last week.

Customer Service 104

Customer Service Morale CRM Customer Experience 104

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. 08:54 – Irit shares thoughts on customer interactions and proactiveness in business. 18:52- Christine highlights proper employee treatment.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

CSM Magazine

MARCH 22, 2021

While one might think that the paycheck is the best motivator for student employees, it is usually not the case. It is not enough to keep them engaged with the company’s values and care about their career. And it is necessary to motivate them to create a productive work atmosphere. Explain Your Company’s Values.

Education 52

Education Feedback Management 52