Beyond Philosophy

NOVEMBER 28, 2016

between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

CCNG

APRIL 13, 2021

By 2015, businesses had access to highly integrated networks of software and the ability to source all the capabilities they needed from one vendor or solution, yet most large enterprise organizations were slow to adopt cloud solutions due to concerns about security issues and loss of control.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

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 160

Customer Service 160

Callminer

JANUARY 26, 2016

According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures. As recent research shows, the U.S. call center industry is alive and well. The post 11 Call Center Best Practices You Need to Be Doing Right Now appeared first on CallMiner.

Best practices 250

Best practices Call Center 250

Beyond Philosophy

NOVEMBER 24, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People to Work. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

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. These days it’s important to make sure the Customers feel the love. Are your Customers feeling the love from you? Why Most Customer Experience Programs Fail.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. What I and others like about NPS is the simplicity.

Customer Service 418

Customer Service Customer Experience 418

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. . #3 Availability Cascade: Biases form when something minor becomes inflated to the point it becomes something major.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. Chances are if you are shopping for the holidays, you are buying at least in part online. Per USA Today , this year’s Cyber Monday booked $3.45

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

DECEMBER 4, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. How to Make or Break Your Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Journey mapping 384

Journey mapping Customer centricity Employee engagement Customer Experience 384

Beyond Philosophy

OCTOBER 15, 2015

According to the 2015 U.K. In the U.K., 97% of Customers believe that Customer Service is important to them when they choose where they do business. Furthermore, it also reports 63% of 1,000 U.K. consumers said they have stopped doing business with companies that blow it with Customer service.

Customer Service 379

Customer Service Multichannel Self service CRM 379

Beyond Philosophy

JUNE 21, 2015

Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. Don’t miss Michael Lowenstein, thought leadership principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs.

Customer Experience 400

Customer Experience B2C B2B Banking 400

Beyond Philosophy

JUNE 18, 2015

Reserve your spot at this informative webinar presented Thursday, June 17th, 2015. Don’t miss Michael Lowenstein, Thought Leadership Principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs.

B2C 399

B2C B2B Employee engagement Customer Experience 399

Steve DiGioia

MAY 25, 2020

Copyright © 2015-2020 Steve DiGioia. ? Let’s reinforce the reason(s) with our ability to put our customers at ease each and every day. P.S. These suggestions can be used every day, not just through these difficult times. Like this post? Share it with friends on Twitter and Facebook. I’d love to hear your comments too, leave one below, thanks.

Customer Service 328

Customer Service 328

Beyond Philosophy

SEPTEMBER 29, 2015

Ofcom, the UK’s communication regulator, released their Communications Market Report for 2015, which proclaimed that the “UK is now a mobile society.” Mobile continues to rise as the most often accessed portal of an organization’s digital presence.

Advertising 348

Advertising Wireless Consulting Consulting 348

Beyond Philosophy

NOVEMBER 6, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Hiring Customer-Ready Employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

DECEMBER 22, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. How to Make or Break Your Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

MAY 22, 2015

Why do pollsters still use the home phone in 2015 you might ask? Polling results come from sampling the population, usually via their home phone. As many of you can imagine, it is increasingly difficult to reach people on a home number. Because there is a consensus amongst pollsters that mobile phones “are unreliable.”

Government 363

Government Marketing Customer Experience 363

Beyond Philosophy

DECEMBER 11, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. How to Make or Break Your Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media.

Customer Care 96

Customer Care Upselling Accountability Education 96

Beyond Philosophy

AUGUST 16, 2017

Millennials, which in 2015 became the largest generation in the workforce, reported in a recent Gallup poll that only 29% of them felt engaged at their jobs , leaving nearly three-quarters of them not-engaged—or worse! If a lot of this 80% fall into Employee Saboteurs, that’s not going to do anything great for your Customer Experience.

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

NOVEMBER 26, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. How to Make or Break Your Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Advertising 324

Advertising Customer centricity Marketing Customer Experience 324

Beyond Philosophy

NOVEMBER 18, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People to Work. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. They include: Personalization. Time and Effort. Resolution. Expectations. Per the report, brands in the U.K. dropped to the lowest in nearly a decade. Brands in the U.S., however, rose from 7.42 in 2016 to 7.75 To download the full report, please click here.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

NOVEMBER 10, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. Why Most Customer Experience Programs Fail. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

MARCH 3, 2015

Philosophies to Improve Your Customer Experience in 2015. If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. How to Get People to Do What You Want. Colin is an international author of four bestselling books and an engaging keynote speaker.

Advertising 365

Advertising Customer centricity Marketing Customer Experience 365

Callminer

JANUARY 14, 2014

New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.

Analytics 182

Analytics 182

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.

Airlines 310

Airlines Surveys Customer Experience 310

Beyond Philosophy

AUGUST 9, 2017

According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about? Per the CBS New story, at least in the U.S.,

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

JUNE 9, 2015

Reserve your spot at this informative webinar presented Thursday, June 17 th , 2015. . Don’t miss Michael Lowenstein, thought leadership principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs.

Airlines 344

Airlines B2C Surveys B2B 344

Beyond Philosophy

MAY 19, 2015

Philosophies To Improve Your Customer Experience in 2015. If you enjoyed this post, you might be interested in the following blogs: 5 Ways to make a Great Impression on Your New Customer. Engaging the Subconscious Shopper. Colin is an international author of four bestselling books and an engaging keynote speaker.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

MARCH 2, 2016

They analyzed four million phone calls from 2013 to 2015. New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. The Marchex Institute released a study that measured the speech patterns of the 50 states.

Consulting 278

Consulting Consulting Call Center Call center experience 278

ShepHyken

SEPTEMBER 25, 2018

In 2015, he published the award-winning book Nice Guys Finish First. “Never ignore the comments that your frontline is making. They are a critical component to improving your customer experience.” – Doug Sandler. About : Doug Sandler is a nationally recognized speaker and writer.

Journey mapping 254

Journey mapping Customer Experience Customer Service Management 254

Beyond Philosophy

OCTOBER 28, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

APRIL 26, 2017

million people visited Universal Studios Florida in 2015, and 20.5 It costs a family of four over $1200 to spend three days at Universal’s three parks, and that’s just the admission price. There’s no rational justification for many families to pay this kind of money for a long weekend, and yet 9.6

Technology 283

Technology Consulting Consulting Customer emotions 283

ShepHyken

OCTOBER 14, 2016

As of 2015, messaging apps have overtaken social media platforms in monthly active users – and they are only picking up pace. This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. Shep Hyken.

Customer Service 315

Customer Service B2C Airlines Management 315

CCNG

NOVEMBER 10, 2015

“You must spend money to make money.” – Plautus The 2015 CCNG Executive Summit was a success because attendees shared their experiences, both good and not-so-good. So much so that on my flight home, my head spun with industry buzzwords and emerging trends.

CCNG 170

CCNG Customer Experience 170