Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. Even more chilling, 20 percent of companies fail in their first year. Many years ago, I decided to be a conference speaker on Customer Experience. My podcast is born out of a similar enjoyment experience.

Consulting 221

Consulting Consulting Finance Education 221

Beyond Philosophy

SEPTEMBER 6, 2019

Too few business people step back and think about the larger strategy. Customer Experience Strategy was the subject of a recent podcast. Customer Experience Strategy was the subject of a recent podcast. You are thinking about how to feed and hydrate your team. How do you build one? . Let me explain.

Journey mapping 332

Journey mapping Consulting Consulting Customer Experience 332

Fonolo

JANUARY 31, 2024

If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry. 75% of customers prefer call-backs to hold time, according to Zendesk. ) Now there’s a tantalizing question!

Abandon rate 81

Abandon rate Abandon Call Contact Center Interactive Voice Response 81

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Leading the charge. We can see this development in our recent survey.

Enterprise 111

Enterprise Surveys Sales Customer retention 111

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Automotive 100

Automotive Journey mapping Self service Sales 100

ShepHyken

APRIL 30, 2018

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. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Some are exciting.

Customer Service 206

Customer Service Personalization Self service Metrics 206

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. These stats demonstrate the value of offering excellent customer service.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Playvox

JANUARY 25, 2024

Warren Buffet said “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents?

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Beyond Philosophy

NOVEMBER 28, 2017

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. million total survey questions, with several million devoted to emotions and feelings related to experience. Back to the Hierarchy. Frustrated.

B2C 207

B2C Banking B2B Customer advocacy 207

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Instead, contact center leadership should focus on three key areas that have been proven to cut costs effectively over the long term while improving CX.

Call Center 196

Call Center Self service Gamification Contact Center 196

Nicereply

MAY 23, 2024

Whether working on critical projects, adopting new strategies, or leading a team, harnessing these 21 skills is a sure way to navigate challenges. They combine strategic thinking, interpersonal abilities, and technical knowledge. Without the necessary skills, these challenges can get in the way of successful project completion.

Management 52

Management Education Quality management Finance 52

ShepHyken

SEPTEMBER 25, 2017

by 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. Convince & Convert) When confronted with criticism, our instincts take over. It’s the same with customers who leave online reviews.

Customer Service 185

Customer Service B2B Feedback Consulting 185

Satrix Solutions

OCTOBER 15, 2021

In-depth Phone Interviews offer tremendous value to B2B organizations that want to better understand the “why” behind the user experience. Here’s two key reasons why: Looking for a refresher on IDIs? Struggling with customer churn? Read this helpful post: In-Depth Interviews: What B2B Leaders Need to Know.

B2B 78

B2B Feedback Customer Experience Sales 78

Satrix Solutions

AUGUST 31, 2021

Throughout the customer lifecycle, there are many defining moments. However, few would argue that one of the more critical moments of truth is during that all-important implementation phase. But not all companies fall short at onboarding new customers. No company sets out to provide a poor onboarding experience.

Customer centricity 78

Customer centricity Surveys Sales Feedback 78

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. But great customer experiences don’t just happen.

Customer Service 107

Customer Service Coaching Contact Center Banking 107

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 128

Customer Service Personalization Self service Marketing 128

Global Response

DECEMBER 13, 2022

Your customers are the heart of your brand. Focusing on how to improve customer experience is critical to business strategy. The problems you solve, the services you provide, and the products you create all take into account your customer’s goals, needs, and desires. your email communications. …and more. .

Customer Experience 71

Customer Experience outsourcing Average Handle Time Personalization 71

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science. Customer Support Defined.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage One, The Gate.

Customer centricity 182

Customer centricity Construction Technical Support Coaching 182

Satrix Solutions

DECEMBER 1, 2020

More than ever, a strong service culture is critical to the long-term health and success of your business. Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. Heather Timney. Steve Bernstein.

Customer centricity 78

Customer centricity Chief Customer Officer Metrics Accountability 78

ProProfs Blog

OCTOBER 30, 2021

The possibility of achieving sustainable business growth will get decimated if you cannot get on your customer’s pulse. This is where the importance of customer feedback plays its part. Collecting customer feedback guarantees you never stray too far from the customer’s needs. What is Customer Feedback?

Feedback 143

Feedback Surveys Customer centricity Metrics 143

Callminer

AUGUST 1, 2017

Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Tyler Riddell. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CX Global Media

JULY 10, 2019

While some people in frontline roles excel at a faster rate than others, performance lifts are possible among the bulk of your agents. At the Contact Center Virtual Summit, you’ll get the opportunity to learn from industry experts that will help to guide your thinking and idea creation on agent development. CCVS Playbook and Planner.

Contact Center 120

Contact Center Morale Coaching Analytics 120

Babelforce

JULY 18, 2023

Customers today expect more than just a quality product or service – they expect an engaging, personalized experience. To give you an idea, 48% of customers in 2022 jumped ship to different brands in search of better customer service. That’s one way to understand the importance of a unified customer experience strategy.

CRM 52

CRM Contact Center Sales Call Center 52

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98

ViiBE Blog

AUGUST 25, 2021

How can you measure customer satisfaction? CRM , Customer experience. Customer satisfaction measures the overall satisfaction the customer has with the business. How companies measure customer satisfaction. Here are the most common ways companies can measure customer satisfaction. ViiBE Blog.

Automotive 98

Automotive Brand ambassadors Transportation Construction 98

ProProfs Blog

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. Proactiveness is the key here.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Playvox

JANUARY 11, 2024

Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. If that’s a mouthful, think of it as ensuring the right agents are in the right place at the right time. We try different serums and potions, yet somehow wake up with new wrinkles. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Callminer

MARCH 9, 2020

Drilling down into the details of daily operations to better direct tasks to appropriate personnel represents a key strength scheduling software offers call centers. Drilling down into the details of daily operations to better direct tasks to appropriate personnel represents a key strength scheduling software offers call centers.

Best practices 182

Best practices Call Center Analytics Metrics 182

ClearAction

OCTOBER 2, 2017

Customer Experience Professionals’ Essential Toolkit optimizecx. Customer experience tools are just as important to success as a carpenter’s tools are. Likewise, customer experience professionals need to master basic customer experience tools to get the job done. Then say it.

Customer Experience 78

Customer Experience Journey mapping Management Customer centricity 78

JustCall

MARCH 9, 2023

But if your customer service skills are circling down the drain, you will end up losing more customers with every passing day. Patience, empathy, and problem-solving are some of the good skills to have for customer service. In this article, we will look at the top 20 skills for customer service every employee must master.

Customer Service 40

Customer Service Construction Feedback Personalization 40

CX Global Media

JULY 11, 2019

She says that confusingly, though, classrooms remain strikingly similar to those we learned in over 20 years ago. At the Contact Center Virtual Summit, you’ll get the opportunity to learn from industry experts that will help to guide your thinking and idea creation on optimizing agent performance. From conference to On-demand Learning.

Contact Center 120

Contact Center CCNG Morale Coaching 120