Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers. Area 4: Mobile.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Talkdesk

AUGUST 28, 2020

The path was not easy for an ambitious and curious person such as myself. In my first attempt as a customer support representative, I was denied any promotion because I was “too valuable” in my current role. The post Women in Leadership: My journey in Customer Experience appeared first on Talkdesk.

Customer Experience 122

Customer Experience Technical Support Call Center Accountability 122

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. So, what is actually happening to B2B customer experiences? Does it sound familiar?

B2B 121

B2B B2C Customer Experience Personalization 121

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days.

Customer Experience 85

Customer Experience Customer centricity Personalization 85

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Want to learn more about customer centricity?

Brand ambassadors 88

Brand ambassadors Customer centricity Banking Feedback 88

Beyond Philosophy

MAY 14, 2015

One of the most important emotions that your Experience generates with your Customers is Trust. Trust allows your Customers to feel comfortable handing you their business (and personal information). It is also, for some Customers, why they will pay more for your goods or services.

Self service 402

Self service Best practices Customer Experience Call Center 402

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Independent retailers are in a unique position to really set themselves apart from big corporations with the special touches they add to customer experience.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. They include: Personalization. Resolution.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. It shows there has been scant change to customer service levels, with no overall improvement since 2013.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

CX Journey

NOVEMBER 25, 2014

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Every One of a Kind : Consumers want and expect customized and personalized products, services and experiences, fueled by. brand customer experience loyalty marketing' Anna Wintour.

Finance 68

Finance Advertising Marketing Metrics 68

Beyond Philosophy

MARCH 19, 2015

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. Register here. The post “U.S.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

PeopleMetrics

JANUARY 12, 2015

In 2015, we’re improving the look and feel of our Voice of the Customer platform. The upcoming update is based on user feedback, and it’s a major step forward in our ongoing development to improve our user experience (UX). These UX changes are part of our ongoing effort to improve our own customer experience.

Feedback 79

Feedback Accountability Personalization Customer Experience 79

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. percent from 2014 to 2015, from $23.4 Personalized Email Automation. The ability to send personalized emails to prospects and customers on contact lists is another desirable feature in a CRM. The global CRM market grew 12.3

CRM 108

CRM Customer Experience Social media contact Sales 108

Talkdesk

JANUARY 22, 2015

Especially your resolutions related to customer-centricity. Because 2015 is the year of the customer. In fact, in 2015, your company’s success will literally be dependent on how well you can meet your customers’ needs. In 2015, consumers are busy, well informed and tech-savvy. Now that’s service in 2015!

Customer centricity 50

Customer centricity Interactive Voice Response Self service call center software 50

Beyond Philosophy

MARCH 2, 2016

New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. They analyzed four million phone calls from 2013 to 2015. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least.

Consulting 278

Consulting Consulting Call Center Call center experience 278

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. We look forward to meeting more interesting professionals like them in 2015! So let us reintroduce you to our Faces from 2014.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. Toward the end of the day, we then heard about how to gamify the employee experience.

Gamification 63

Gamification Airlines Construction Coaching 63

Provide Support

JULY 25, 2016

Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. The first two concern agent behavior, while three and four focus on technology and social customer service software.(.). Read more.

Scripts 47

Scripts Personalization Customer Service Contact Center 47

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. Today’s trends are all about personalization with a twist. It’s a matter of when companies are ready to roll out a new system where customer experience rules all.

Omni-channel support 72

Omni-channel support virtual call center Customer Experience Virtual Agent 72

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Noble Systems

MARCH 20, 2019

They want to feel good about their interactions with technology, and this requires some element of the personal touch.”. Taken together, customer service and support personnel represent a major nexus where brands and consumers meet—and where digital and human come together. Digital consumers demand more today than speed and simplicity.

Gamification 75

Gamification Call Center Customer Experience Banking 75

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. The post Power Countless Customer Experiences with inContact appeared first on inContact Blog.

Customer Experience 48

Customer Experience Contact Center contact center solutions Personalization 48

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Beyond Philosophy

AUGUST 18, 2015

Second, be careful about introducing an anchor when you want to know another person’s opinion. 2 Availability Heuristic: When a person can think of many examples of a category quickly, they believe the overall frequency of that category is large. Discovering What Customers Don’t Know Themselves.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

Beyond Philosophy

AUGUST 9, 2017

But is it right for Customer Experience? On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience. Act Now to Turn Customer Pain Points into Pleasurable Profits.

Banking 0

Banking Coaching Surveys Employee engagement 0

Talkdesk

FEBRUARY 22, 2018

Instead, close to 90% name improving customer experience as a strategic focus.”. In 2015, 78% of executives identified “growth of business” as the main driver of the contact center growth. By contrast, 88% of executives identified “customer experience” as the leading driver of contact center growth in 2017, up from 71% in 2015.

Customer Experience 40

Customer Experience Contact Center Surveys Feedback 40

Natalie Petouhof

SEPTEMBER 15, 2015

Tweet As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience” Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one.

Automotive 45

Automotive Engineering Personalization Customer Experience 45

Beyond Philosophy

SEPTEMBER 29, 2015

As Ad Blocking pushes online advertising to the brink of irrelevancy, it’s important to appreciate how the User Experience (UX) provides an integral link to Customer Experience (CX). The UX refers to the overall experience a person has using an App or website. And also, what a poor UX means to your brand.

Advertising 348

Advertising Wireless Consulting Consulting 348

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. These companies are often built on innovative technology that means they can carry out transactions faster, smarter and more efficiently, than rivals, while delivering a superior customer experience.

Banking 77

Banking Customer Experience Finance Multichannel 77

CX Global Media

JUNE 27, 2017

Thieves from the mobile space, online space and even in-person fraudsters are making their way into the call center as they’re experiencing great success. In fact, data collected at Pindrop® Labs has shown a significant increase in the call center fraud rate, a jump of 113% from 2015 to 2016. The Honest Customer. Click to Tweet.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. This changing banking landscape, combined with continued low interest rates, means that the customer experience is now central to being successful in the market. Remove silos.

Banking 85

Banking Multichannel Customer Experience Finance 85

Hodusoft

APRIL 1, 2024

Whether it’s voice or video calls, emails, SMS, chats, or engagement on social media platforms, HoduCC provides a seamless experience for both agents and customers. This flexibility ensures that businesses can meet their customers wherever they are, delivering personalized support and driving satisfaction.

call center software 52

call center software Contact center software Customer centricity Call Center 52

CX Journey

APRIL 2, 2015

Image courtesy of Hindrik S What are the Six Pillars that Nunwood has dubbed "the DNA of a successful customer experience?" I was recently sent an advance copy of the 2015 Nunwood US Customer Experience Excellence Report. The Six Pillars are the universal characteristics of all brilliant customer experiences.

Customer Experience 75

Customer Experience Customer effort Best practices Personalization 75

Beyond Philosophy

MAY 10, 2016

My example is TD Bank, where viral communication meets real, and valued, experience delivery on a personalized, and deeply emotional, level. The video chronicled customer reactions to the deeply personal and emotional response to the unexpected gifts they received through a TD Bank promotion.

Marketing 186

Marketing Banking B2C Consulting 186

ijgolding

AUGUST 20, 2015

I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. 19th August 2015. I personally was not a fan of many of the desert options. Date Review Conducted. Restaurant Visited. Stars Awarded.

Customer Experience 121

Customer Experience Construction Feedback Customer retention 121