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.

Brand ambassadors 170

Brand ambassadors Customer Experience Enterprise Feedback 170

Call Center Weekly

APRIL 6, 2018

And they treated me like a number instead of a customer. In my upcoming book, out this fall (I am still arguing with my editor over the title), I look at sales by what I call the BLEND principle. Each of the 5 elements above require you to slow down and truly concentrate on each customer at a time.

Sales 136

Sales Scripts Personalization Customer Experience 136

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Here are my top five picks from last week.

Customer Service 142

Customer Service Best practices Metrics Banking 142

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Here are my top five picks from last week.

Customer Service 137

Customer Service Best practices Metrics Banking 137

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being. Any organization can adopt one.

Chatbots 397

Chatbots Consulting Consulting Technology 397

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The CFPB said employees made fake PIN numbers and email addresses to enroll unwitting customers in new products—1.5 8 September 2016.

Banking 353

Banking Accountability Consulting Consulting 353

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line?

Sales 54

Sales Customer Experience Multichannel Airlines 54

ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. Organisations having a dedicated resource to champion their Customer Experience cause 10%.

Customer centricity 56

Customer centricity Customer Experience Education Metrics 56

Vonage

AUGUST 30, 2016

In fact, we always seem to grow our Dreamforce presence year over year – bigger parties, bigger sponsorship and bigger customer showcases. We’ve kicked off our Dreamforce 2016 prep with a Gold Sponsorship, and we’ve officially launched our microsite , which details our party, booth information and meeting details.

Sales 86

Sales Analytics Personalization Customer Experience 86

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

JustCall

MAY 23, 2023

JustCall is heading to the Customer Contact Week held in Las Vegas this June, and we want you to join us for the launch of our AI-powered platform.Plus, hear from our founder during an insightful fireside chat. That’s why creating seamless customer journeys are essential for gaining a competitive edge.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Beyond Philosophy

OCTOBER 31, 2016

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years.

Banking 0

Banking Consulting Consulting Sales 0

Beyond Philosophy

MAY 15, 2017

This is the reason brands are focusing on a customer experience module so that they can handhold customers through this process. Key insights for customer handholding. Customer Empathy – Use the digital forum to connect with the customer and bring them back to the fold. Penney, Sears and Macy’s.

Omni-channel support 334

Omni-channel support Marketing Sales Technology 334

Beyond Philosophy

SEPTEMBER 28, 2016

Moreover, 200 million of them are up for sale by a hacker named “Peace.” Sometimes, you only found out when the information appears with a “For Sale” sign on it. 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.

Accountability 419

Accountability Big data Sales Consulting 419

JustCall

DECEMBER 1, 2022

Sales referrals are a win-win situation wherein your existing customers enjoy social validation for advocating something that’s great and your business gets free marketing and higher sales. Various companies are capable of growing rapidly simply by implementing a sales referral strategy. More than 2.4

Sales 52

Sales Scripts Construction Marketing 52

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. Author: Angus Prentice Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. The result?

Sales 79

Sales Multichannel Abandon rate Upselling 79

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. May 17th is finally here!

call center software 40

call center software Customer centricity Call Center Personalization 40

Beyond Philosophy

NOVEMBER 7, 2016

Philadelphia area McDonald’s donate 100% of the income generated from coffee sales to a local youth homeless shelters. In nearby Delaware, McDonald’s owners across the state have a Coffee with a Cause program that uses 50% of the net coffee sales to support a charitable organization chosen in the area by owner/operators.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Per USA Today , this year’s Cyber Monday booked $3.45

Consulting 392

Consulting Consulting Sales Customer Experience 392

aircall

NOVEMBER 10, 2016

Salesforce Einstein uses breakthrough AI capabilities for marketing, sales, service and more, empowering companies to deliver a more tailored customer experience. As a result, businesses are able to better serve their customers over time. Aircall (@aircall) 18 novembre 2016. Aircall (@aircall) 18 novembre 2016.

Analytics 48

Analytics Sales Technology Call Center 48

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

Mindtouch

MAY 13, 2016

Ok, so Gainsight might produce the software that others use to listen in, but that doesn’t mean they don’t track their own customer’s heartbeat as well. This is known as the perpetual sale (as opposed to a SaaS business model based on subscriptions). Ari Hoffman: We are here at Pulse 2016 hosted by Gainsight.

Self service 48

Self service SaaS Sales Best practices 48

aircall

FEBRUARY 23, 2022

This funding complements our shared customer-centric missions of delivering best-in-class technology paired with outstanding customer experiences for small and medium businesses. Activating HubSpot workflows using call activity to follow up with customers, and driving greater insights with native reporting.

Customer centricity 127

Customer centricity CRM Sales Customer Experience 127

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. The post Making Customer Experience Fun! Enjoy the read!!

Banking 93

Banking Customer Experience Customer centricity Government 93

Vonage

MARCH 28, 2019

It’s called Interactive Voice Response (IVR), and the vast majority of companies are using it – but they’re using it to cut costs, not to enhance the customer experience. And you can’t call yourself a business executive today unless you also profess to care deeply about customer experience. In 2016, Bain & Co.

Interactive Voice Response 91

Interactive Voice Response Customer Experience Construction Contact center software 91

Win the Customer

JULY 13, 2016

’s largest chain store, has decided to stop playing music in its stores following feedback from customers, the retailer announced at the end of May 2016. Complaints from customers and anti-noise groups, coupled with extensive research, prompted the policy change. percent more sales than fast-tempo music.

Sales 97

Sales Marketing Feedback Customer Service 97

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. Published on: November 22, 2017.

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Talkdesk’s inaugural summit was jam-packed with valuable insights on the future of the customer experience. Empathy is the heart of the most successful customer experiences. Employees are the determining factors for the customer experience.

Customer centricity 40

Customer centricity Airlines Metrics Self service 40

Vcaretec

JUNE 6, 2022

Naturally, a large portion of sales are concentrated on spending holidays like Black Friday, Cyber Monday, and Green Tuesday. On aggregate, Vcare retailers saw their best holiday season ever, thanks in part to the world-class service and support their customers received.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

Spearline

OCTOBER 13, 2020

Like many businesses, you may depend on international inbound telephone services for your contact center, or on outbound calling to drive new sales. Those telephone services are mission-critical and Spearline helps its customers through active path testing and monitoring to support what it calls ‘the ideal customer experience.’

Customer Experience 52

Customer Experience Interactive Voice Response Engineering Enterprise 52

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!!!). I’m walking into a situation where there is an issue that has not been resolved.

B2B 60

B2B SaaS B2C Advertising 60

PeopleMetrics

APRIL 17, 2015

Today, we offer a guest post examining customer experience from a digital marketing perspective. A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. Defining Customer Experience. The Economics of Customer Experience.

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Self service Advertising Airlines 0

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

Talkdesk

JUNE 7, 2016

We’ve taken a few weeks off of the Customer Experience Weekly because we’ve been completely overwhelmed preparing for Opentalk 2016! Opentalk is a celebration of all things customer experience. Our amazing speakers covered a wide range of topics related to customer communication and experience.

Customer Experience 40

Customer Experience Customer centricity Metrics Sales 40

Talkdesk

MAY 19, 2016

Opentalk 2016 was a great success! Hundreds of customer-centric business leaders gathered together to discuss the future of the customer experience. The ROI of Investing in Your Customers. “Be Be mindful of consistency with customer relationships.”. John Mayhall , North American Sales Solutions, LinkedIn.

Customer centricity 40

Customer centricity Marketing Technology Sales 40