INDUSTRY INSIGHTS YOUR PEERS ARE READING
In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. MORE
Join us at our webinar at 11am EDT on July 23 rd , 2015, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%. MORE
There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs. MORE
“Emotions are contagious. We’ve all known it experientially. You know after you have a really fun coffee with a friend, you feel good. When you have a rude clerk in a store, you walk away feeling bad.”. Daniel Goleman, Author of Emotional Intelligence: Why it Can Matter More Than IQ. MORE
Your brain makes up 3% of your total body weight. However that 3% of your body weight takes 20% of your body’s energy to run. As highly evolved humans, we are always looking for ways to preserve energy, and one of the ways we do this is relying on habit. It’s important for Marketers to understand customers’ habits when marketing to them. We engage in habits every day. And we do these things automatically. MORE
29 January 2015. Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum. MORE
Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. MORE
First impressions count. When you start a job interview one of the first things you will do is shake your prospective employer’s hand. What impression will they get of you by doing this? Handshakes can indicate many things. The strength of a handshake conveys a lot of information. MORE
Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees. MORE
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-training national customer service week MORE
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It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. The issue for me is these are not combined nor complimentary, which is a huge mistake. Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. MORE
The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. MORE
The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. Not surprisingly, Google is in the number one spot. Other companies on the list included Southwest Airlines and Disney along with other big brand names. MORE
In this series, professionals share their secrets to being more productive. Read the posts here , then write your own (use #ProductivityHacks in the body). Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions. MORE
In this series, professionals share what they’d do differently — and keep the same. Follow the stories here and write your own (please use #IfIWere22 in your post). George Bernard Shaw (no relation) said… Youth is wasted on the young.”. MORE
The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. MORE
Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. MORE
In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. MORE
Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t. MORE
I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational. MORE
19 March 2015. 30 March 2015. People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. MORE
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would. MORE
Philosophies to Improve Your Customer Experience in 2015. In this series, professionals share the words of wisdom that made all the difference in their lives. Follow the stories here and write your own (please include the hashtag #BestAdvice in the body of your post). MORE
“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. Harvey Mackay, Sales Expert, Author and Columnist. MORE
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data. MORE
According to the 2015 U.K. New research reveals that 98% of U.S. Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. This situation is not just unique to the U.S. In the U.K., MORE
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. MORE
The media is the typical culprit for overinflating the minor event in many cases, i.e. Snowmageddon 2015, or winter storm Juno, now simply called the blizzard that wasn’t. I often say people are irrational, but only because they are. We all do irrational things. We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways. MORE
Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. MORE
Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! You will find even more helpful resources posted as 2015 progresses. One thing that will help fill the void left by the retirement of The Monthly Mash is a lot more video content for 2015. MORE
Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. Image courtesy of Routemaster 4 Hire Today I'm pleased to share a guest post by Paul Laughlin. Legoland, home to the legendary construction toy, never struck me as a conference venue. MORE
Kate Spade New York has their hand in many types of luxury items these days, from handbags to clothing to fragrance to stationery. Their website claims the brand has 175 shops internationally. Something else they have? A great new retail strategy. MORE
Social Media can level the playing field. It’s the equalizer between small and big businesses. Even solo entrepreneurial businesses can create a global presence using social media. With a strong website, optimized with the right words and phrases, a small business can make a big presence. Another benefit to social media is cost. Actually it’s the lack of cost. You don’t need to pay for advertising in newspapers or billboards. MORE
Over the years, I realized relationships in business mean everything. Whether it’s a new employer or a new Customer, the beginning of a relationship sets the standards for how the two of you will interact moving forward. MORE
Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. Annual reviews are likely to get a resigned sigh out of most managers. After a less than insightful review, most employees might sigh as well. MORE
We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. MORE
The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website ! MORE
Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. MORE
If you enjoyed this post, you might be interested in the following blogs: Philosophies To Improve Your Customer Experience in 2015. According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. MORE
The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. MORE
2015 Related Topics 
Beyond Philosophy
JANUARY 12, 2015
The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it.
Beyond Philosophy
MARCH 16, 2015
The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally.
Customers That Stick
OCTOBER 1, 2015
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog customer-service-training national customer service week
Customers That Stick
JANUARY 5, 2015
Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! You will find even more helpful resources posted as 2015 progresses. One thing that will help fill the void left by the retirement of The Monthly Mash is a lot more video content for 2015.
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1 Thomson Reuters Cost of Compliance Survey, 2015 5. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!
Beyond Philosophy
OCTOBER 15, 2015
According to the 2015 U.K. New research reveals that 98% of U.S. Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. This situation is not just unique to the U.S. In the U.K.,
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Beyond Philosophy
OCTOBER 1, 2015
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would.
ijgolding
SEPTEMBER 24, 2015
The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is.
Beyond Philosophy
NOVEMBER 10, 2015
In this series, professionals share their secrets to being more productive. Read the posts here , then write your own (use #ProductivityHacks in the body). Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions.
Beyond Philosophy
AUGUST 4, 2015
“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. Harvey Mackay, Sales Expert, Author and Columnist.
Beyond Philosophy
JULY 30, 2015
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend.
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Beyond Philosophy
JUNE 12, 2015
Join us at our webinar at 11am EDT on July 23 rd , 2015, “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%.
Beyond Philosophy
MARCH 12, 2015
I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational.
Beyond Philosophy
NOVEMBER 12, 2015
“Emotions are contagious. We’ve all known it experientially. You know after you have a really fun coffee with a friend, you feel good. When you have a rude clerk in a store, you walk away feeling bad.”. Daniel Goleman, Author of Emotional Intelligence: Why it Can Matter More Than IQ.
Beyond Philosophy
FEBRUARY 2, 2015
Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise.
Beyond Philosophy
MARCH 3, 2015
Philosophies to Improve Your Customer Experience in 2015. In this series, professionals share the words of wisdom that made all the difference in their lives. Follow the stories here and write your own (please include the hashtag #BestAdvice in the body of your post).
Beyond Philosophy
NOVEMBER 20, 2015
In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life.
Beyond Philosophy
FEBRUARY 5, 2015
Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.
Beyond Philosophy
MAY 12, 2015
There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.
Beyond Philosophy
SEPTEMBER 22, 2015
If you enjoyed this post, you might be interested in the following blogs: Philosophies To Improve Your Customer Experience in 2015. According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love.
Beyond Philosophy
JANUARY 16, 2015
The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website !
Beyond Philosophy
MAY 26, 2015
In this series, professionals share what they’d do differently — and keep the same. Follow the stories here and write your own (please use #IfIWere22 in your post). George Bernard Shaw (no relation) said… Youth is wasted on the young.”.
Beyond Philosophy
JUNE 4, 2015
Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too.
Beyond Philosophy
NOVEMBER 17, 2015
Kate Spade New York has their hand in many types of luxury items these days, from handbags to clothing to fragrance to stationery. Their website claims the brand has 175 shops internationally. Something else they have? A great new retail strategy.
Beyond Philosophy
AUGUST 18, 2015
The media is the typical culprit for overinflating the minor event in many cases, i.e. Snowmageddon 2015, or winter storm Juno, now simply called the blizzard that wasn’t. I often say people are irrational, but only because they are. We all do irrational things. We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways.
CX Journey
FEBRUARY 5, 2015
We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year.
Beyond Philosophy
JANUARY 28, 2015
In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital.
Beyond Philosophy
MARCH 9, 2015
Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online.
CX Journey
NOVEMBER 12, 2015
Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. Image courtesy of Routemaster 4 Hire Today I'm pleased to share a guest post by Paul Laughlin. Legoland, home to the legendary construction toy, never struck me as a conference venue.
Beyond Philosophy
APRIL 15, 2015
29 January 2015. Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum.
Beyond Philosophy
MAY 14, 2015
19 March 2015. 30 March 2015. People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices.
Beyond Philosophy
JUNE 21, 2015
Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees.
Beyond Philosophy
JANUARY 5, 2015
The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. Not surprisingly, Google is in the number one spot. Other companies on the list included Southwest Airlines and Disney along with other big brand names.
Beyond Philosophy
SEPTEMBER 10, 2015
It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. The issue for me is these are not combined nor complimentary, which is a huge mistake. Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand.
Beyond Philosophy
FEBRUARY 10, 2015
First impressions count. When you start a job interview one of the first things you will do is shake your prospective employer’s hand. What impression will they get of you by doing this? Handshakes can indicate many things. The strength of a handshake conveys a lot of information.
Beyond Philosophy
AUGUST 25, 2015
Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. Annual reviews are likely to get a resigned sigh out of most managers. After a less than insightful review, most employees might sigh as well.
Beyond Philosophy
OCTOBER 9, 2015
Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data.
Beyond Philosophy
SEPTEMBER 7, 2015
Social Media can level the playing field. It’s the equalizer between small and big businesses. Even solo entrepreneurial businesses can create a global presence using social media. With a strong website, optimized with the right words and phrases, a small business can make a big presence. Another benefit to social media is cost. Actually it’s the lack of cost. You don’t need to pay for advertising in newspapers or billboards.
Beyond Philosophy
AUGUST 20, 2015
Your brain makes up 3% of your total body weight. However that 3% of your body weight takes 20% of your body’s energy to run. As highly evolved humans, we are always looking for ways to preserve energy, and one of the ways we do this is relying on habit. It’s important for Marketers to understand customers’ habits when marketing to them. We engage in habits every day. And we do these things automatically.
Beyond Philosophy
MARCH 23, 2015
Over the years, I realized relationships in business mean everything. Whether it’s a new employer or a new Customer, the beginning of a relationship sets the standards for how the two of you will interact moving forward.
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