Beyond Philosophy

NOVEMBER 6, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. 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

Horizon CX

APRIL 1, 2024

Employee engagement: Employees are empowered to deliver a positive customer experience. The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear. This underscores the tangible impact that prioritizing CX can have on the bottom line.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Kristina Evey

JANUARY 13, 2015

First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. . If you want to be successful in business and in your quest to make more profits and increase your customer retention, you must take action to make that happen. Wishing it won’t make it happen.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

Beyond Philosophy

OCTOBER 28, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. 4 Ways to Gain Customers’ Trust in Data Security. Why Most Customer Experience Programs Fail.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. It’s ironic therefore that last week Ebay and PayPal announced that they were going to split. According to Forbes.com , PayPal was the vehicle for $180 Billion worth of currencies from 193 countries across the world last year.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

SEPTEMBER 22, 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. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Calabrio

JULY 5, 2016

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. According to the report, customer satisfaction scores for Comcast, the largest Internet and cable service provider in the U.S., How did they do it?

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

Call Center Weekly

NOVEMBER 9, 2017

a Canadian training company that helps contact centers improve their sales and customer retention results. He was also chosen as one of the “Top 50 Customer Service Thought Leaders on Twitter” for 2014, 2015 and 2016. Mike Aoki is the President of Reflective Keynotes Inc., Web site | Twitter | LinkedIn.

Contact Center 149

Contact Center contact center associations Banking Education 149

Beyond Philosophy

OCTOBER 21, 2014

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

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

ProProfs Blog

FEBRUARY 13, 2020

Hard to Attain Customer Loyalty. Customer Loyalty Through Customer Satisfaction. Customer Loyalty Program Improving Sales. Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention.

Customer retention 164

Customer retention Sales B2B Marketing 164

Beyond Philosophy

OCTOBER 21, 2014

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

Customer centricity 170

Customer centricity Customer emotions Customer retention Customer Experience 170

Global Response

FEBRUARY 7, 2023

Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? While customers expect businesses to know and adapt to their needs, few businesses do in a way that is truly exceptional.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

Customer Guru

JUNE 19, 2018

Another shocking incident saw its daylight back in 2015 when another Starbucks employee had crossed the line of terrible customer service. Post this incident, the customer, Ruby Chen was apologized to and offered a gift card worth $100. The closure has been estimated to be a whopping $20 million in the lost sale!

Customer retention 89

Customer retention Wait times Sales Personalization 89

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet John Bannon! – His experiences in France have led him to be more patient with customers to listen very carefully to make sure he understands before he replies. So let us reintroduce you to our Faces from 2014.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Aria Solutions

NOVEMBER 24, 2017

Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). This means the new goal must be getting every interaction right.

Analytics 54

Analytics Customer retention Banking Customer centricity 54

Aria Solutions

NOVEMBER 24, 2017

Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. trillion, growing eight times faster than global GDP ( Top Five Imperatives To Win In The Age Of The Customer, May 23, 2017). This means the new goal must be getting every interaction right.

Analytics 48

Analytics Customer retention Banking Customer centricity 48

Stratifyd

NOVEMBER 12, 2019

Customers were even referred to as ICPs - installation control points - and the company functioned as a biller. With no ability to impact customer experience, employees – especially those in customer facing positions – were apathetic at best. The CSR’s attitude comes through to the customer in oral and text communications.

Customer Experience 40

Customer Experience Analytics Enterprise Feedback 40

TechSee

MAY 21, 2018

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. EST, popular workplace messaging service Slack suffered a massive outage , leaving over a million users around the world unable to send or receive messages and files for almost three hours in the middle of the workday. At 8:50 a.m.

Customer centricity 104

Customer centricity Call Center Customer retention Consulting 104

Lumoa

NOVEMBER 29, 2021

Customer experience is a different animal: it is somewhat unpredictable because it deals not only with what you do but also with how people perceive it. There is a lot of research and studies about the relationship between financial metrics and customer experience metrics. Emotions influence it.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Return Customer

JULY 25, 2018

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. In addition, 97.6%

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

GetFeedback

DECEMBER 27, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. To increase engagement, surveys need to live where your customers live: on their phones. Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space. Survey design. Survey frequency.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

DMG Consulting

MARCH 15, 2017

Reduce cost of service (48.0 Deliver a personalized customer experience (39.2 Reduce customer effort (35.2 Enhance customer engagement (33.6 Improve customer retention, (33.6 Enhancing customer engagement is a more measureable goal, and it’s one that increased in importance for 2017.

Contact Center 48

Contact Center Customer retention Analytics Self service 48

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JANUARY 10, 2020

. “Our relationship with our customers is everything, and it is essential that we create a seamless, unified experience across all customer touchpoints and add value with each interaction. While at Oracle, Lisa led the customer success of Oracle’s 200 largest enterprise customers.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Amity

FEBRUARY 9, 2016

Issue 75: Welcome to the Real World - You Will Lose Customers. Let’s face it, as you grow, you will lose customers. When it comes to the importance of Customer Retention, the numbers don’t lie. In this issue of the SaaS Tattler, we discuss what you can do to retain your customers.

SaaS 60

SaaS Customer retention Education Best practices 60

ijgolding

MAY 20, 2015

Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports. The company was named ninth on Business Week’s top 25 companies customer service list in 2007.

Enterprise 97

Enterprise Construction Customer centricity Customer Service 97

Talkdesk

APRIL 26, 2016

This week’s topic is customer experience on the global level. Found in Translation: A Global Customer Experience. Communication is essential to customer retention and acquisition. Why customer experience is a global challenge https://t.co/N3Nsk2p3DC — MyCustomer.com (@MyCustomer) December 22, 2015.

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

Verint

MARCH 28, 2018

A new report from Verint has examined the future of customer engagement, analysing today’s trends and exploring how these will shape customer engagement by 2030. It shows that customer retention has fallen by 16% in the last 3 years (from 61% in 2015 to 51% this year alone).

Chatbots 29

Chatbots Customer retention Accountability Technology 29

Lumoa

JULY 10, 2018

Customer experience is a different animal: it is somewhat unpredictable because it deals not only with what you do but also with how people perceive it. There are lot of research and studies about the relationship between financial metrics and customer experience metrics. Emotions influence it.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

Kayako

FEBRUARY 14, 2018

When consumers don’t feel the need to look around as much, your business depends on customer retention and loyalty to survive. Why bother with a customer loyalty program? Even a tiny 5% increase in customer retention carries enough juice to boost profitability by up to 75%. What do we mean when we say “loyalty?”

Customer retention 72

Customer retention Marketing Surveys Best practices 72

CSM Magazine

JULY 29, 2015

MaritzCX has announced CXMasters™, an intensive career development event for customer experience (CX) professionals who want to expand and validate their skills, increase customer loyalty, and earn professional recognition. CXMasters will be held September 14-17, 2015 in Salt Lake City. About MaritzCX.

Journey mapping 45

Journey mapping Best practices Benchmark Surveys 45

ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post.

Customer centricity 48

Customer centricity Enterprise Advertising Consulting 48

delighted

OCTOBER 5, 2021

Have you ever experienced amazing customer service that went above and beyond your expectations? Imagine being able to deliver that kind of experience to your customers on a regular basis. Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time.

Metrics 89

Metrics Customer Service Surveys Journey mapping 89

ijgolding

DECEMBER 19, 2016

I have researched the internet for the email address of the various “Heads of” and Directors of your Customer Service function but to no avail. Firstly apologies for coming to you directly but I hope you can point me in the right direction to get this resolved. There is also no email address for a complaint.

Feedback 73

Feedback Engineering Surveys Customer centricity 73