Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

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Customer Experience Airlines Banking Customer centricity 278

ShepHyken

DECEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares 10 lessons learned from a poor customer service experience. As Dianna says, changing any of these dynamics can help elevate your customer service. Read Shep’s latest Forbes Article: Top Ten Business Books Of 2016. . Shep Hyken.

Customer Service 220

Customer Service Construction Personalization Management 220

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Shep Hyken. Positivity.

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Customer Service Education Customer Support Management 209

Beyond Philosophy

DECEMBER 8, 2015

Employees are the common denominator in optimizing the customer experience. The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

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Brand ambassadors Customer Experience Enterprise Feedback 170

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. That’s why a quick response time is one of the most important metrics for measuring good customer service. Shep Hyken. That’s not even 1%.

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Customer Service Technical Support Benchmark Best practices 221

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. 3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. Not sure where to begin?

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Customer Service B2B B2C Personalization 196

ShepHyken

MARCH 23, 2018

The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience. Ongoing communication is the key to any healthy, successful personal relationship.

Airlines 206

Airlines Morale Benchmark Marketing 206

Inbenta

NOVEMBER 29, 2022

There are a number of chatbot features that you should consider that will keep your customers happy while also giving you a modern approach to customer service. This blog will explain to you everything you need to know before you choose the right chatbot for your website. Personalization and transactional intelligence.

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Chatbots Customer Experience Healthcare Personalization 90

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Emotion Arising.

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Customer Experience Journey mapping Analytics Metrics 45

Beyond Philosophy

SEPTEMBER 12, 2016

When you ask a person why they bought something, they can always tell you straightaway. Is the person lying? Our second imperative of the seven is: Imperative 2: Embrace the all-encompassing nature of customers’ irrationality 
. As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time.

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Beyond Philosophy

OCTOBER 3, 2016

In a previous blog we learnt that we all have two systems of thinking : our intuitive thinking and our rational thinking. It led to our fifth imperative, which is: Imperative 5: Uncover the hidden causes and unintended consequences of customers wanting things to be easy. Therefore it is critical that you make things easy for them.

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Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

SEPTEMBER 26, 2016

But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.

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Consulting Consulting Customer emotions Personalization 419

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. The Talkdesk team will be spending the day at The Village in San Francisco talking to forward-thinking business leaders and learning more about the future of the customer experience. That means you’ve missed the mingling, the refreshments and the attendee experience. Pre-Event Blog Coverage.

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call center software Customer centricity Call Center Personalization 40

Beyond Philosophy

FEBRUARY 27, 2017

In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.

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Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Messina is an expert on this subject.

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Airlines Call Center Consulting Consulting 415

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. Ensuring Excellent Experiences with Empathy and Empowerment.

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Consulting Consulting Customer Experience Marketing 419

aircall

DECEMBER 19, 2016

This year on the Aircall blog, we’ve looked at quite a few ways how to improve your business’ customer service. Now let’s take a look at and draw inspiration from the best customer service companies this year. Best customer service companies of 2016: all-star division. Steve Jobs - Co-founder of Apple.

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Customer Service Advertising Transportation Customer Support 74

Beyond Philosophy

MARCH 7, 2016

A recent blog cites Old Spice as an example of a big brand that uses humor effectively, in its “The Man Your Man Could Smell Like” ad campaign. Embedd this video in blog. Heinz used a different kind of humor to promote its ketchup products during the 2016 Super Bowl. And you probably felt a little embarrassed for the person.

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Advertising Consulting Consulting Customer emotions 278

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.

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Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. I am a morning person. Your customers are like this, too. We discussed how the time of day that the experience occurs affects Customer Experience on our recent podcast. For example. Cognitive What?

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Government CRM Personalization Customer Experience 353

Beyond Philosophy

NOVEMBER 2, 2016

From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. Customer expectations might seem irrelevant, but they can actually be one of the most important factors that drive a customer’s experience. Share your reaction in the comment box below.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

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.

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Scripts Personalization Customer Service Contact Center 47

Beyond Philosophy

SEPTEMBER 22, 2016

My new book with Professor Ryan Hamilton of Emory University called, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , explains how these two ways of thinking can conflict throughout your day. 3 Common Ways Customers Make Decisions. Why Gut Decisions Are Sometimes Wrong.

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Consulting Consulting Customer Experience Personalization 318

Beyond Philosophy

SEPTEMBER 28, 2016

They did say this to users on Thursday: Feeling Vulnerable in a Customer Experience. When it comes to Customer Experience, how we feel is a critical part of it. How customers feel about a brand affects their loyalty to it. That your personal contact information is safe and secure? How are you feeling now?

Accountability 419

Accountability Big data Sales Consulting 419

ijgolding

SEPTEMBER 19, 2016

During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. I am responsible for Customer Experience’ – ‘You have to listen to me!’. When I was recruited into the role, the hiring manager wanted someone with ‘more experience’.

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Customer Experience Education Personalization Marketing 85

Beyond Philosophy

SEPTEMBER 20, 2018

If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. When a person doesn’t feel safe to tell the truth, they won’t do it. Watch the reaction.

Construction 341

Construction Consulting Consulting Customer Experience 341

Customer Guru

OCTOBER 9, 2018

Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. So, what then could attract a potential customer into buying your product when neither location nor price is a constraint? There is only one answer – the customer experience!

Customer Experience 119

Customer Experience Technology B2B Feedback 119

Natalie Petouhof

MARCH 10, 2016

Tweet Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! On April 8, 2016, we’re celebrating all of their outstanding achievements and more. Covering Cloud and IoT That Drive Better Business Results and Awesome Customer Experiences. You are my heros.

Marketing 40

Marketing Education Technology Personalization 40

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. BTW the Waldorf Astoria has great customer service!!!). It used to be that the buyer was the CIO. Maybe IT still needs to stay focused on their list.

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B2B SaaS B2C Advertising 60

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? The Customer Delight Playbook , by Sujan Patel.

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Customer Experience Chief Customer Officer Customer centricity B2B 79

NICE inContact

AUGUST 16, 2016

While preparing this blog, I kept thinking about Millennials. They’re the driving force behind customer experience transformation because they have been raised with a digital sensibility. Businesses might consider building solutions that bridge Boomers and Gen-Xers to their best Millennial-worthy, digital customer experience.

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Customer Experience Technology Marketing Personalization 48

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

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Consulting Consulting Customer Experience Customer Service 284

Avaya

OCTOBER 7, 2016

Despite playing such a crucial role in customer engagement, contact centers don’t always get the attention they deserve. Customer experience today is often discussed in a marketing or branding context—through the events and promotions driven by marketing as well as spaces and packages defined by branding.

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Contact Center Customer Experience Self service Best practices 81

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. 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.

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Customer Experience Multichannel Self service Contact Center 50

Beyond Philosophy

MAY 16, 2016

I am no different; I thought when I started the world’s first Customer Experience consultancy it would make me happy! It’s too big a burden to place on another person and isn’t good for your relationship. If you enjoyed this post, you might be interested in the following blogs: Triggering Happiness in Your Customers.

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Consulting Consulting Sales Personalization 0

Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. These days, consumers expect easy access to customer service in every way possible.

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