Beyond Philosophy

FEBRUARY 5, 2015

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. Every aspect of a company’s offering – customer service, advertising, packaging, billing, products, etc. – They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

JUNE 15, 2018

It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. Airlines Run Mental Accounting Too Often in the Red. Money order?

Airlines 360

Airlines Accountability Consulting Consulting 360

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. It still happens today, too.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

DECEMBER 10, 2022

Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. Looking at you, United Airlines.)

Airlines 170

Airlines Consulting Consulting Surveys 170

Beyond Philosophy

NOVEMBER 8, 2019

To demonstrate what we mean consider the following: Will an Apple product be the most affordable version on the market? Do you think the airline ticket will be the most expensive one if you buy it from Southwest Airlines? To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Airlines 281

Airlines Consulting Consulting Customer Experience 281

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Where does the customer get put on your agenda? Where you discuss customers on the agenda reflects whether the organization prioritizes them.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

MARCH 26, 2020

Be open and honest with your customers. I’ve had two interesting emails from Southwest Airlines and Delta explaining what they were doing to respond to the crisis. Moreover, people still talk about the fact that Southwest Airlines were the only airline after 9/11 that let people change flights without any additional costs.

Airlines 348

Airlines Consulting Consulting Call Center 348

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Beyond Philosophy

MAY 30, 2020

matter a lot to the Customer Experience and can have a significant effect on customer. However, if you leave behind the well-established system and forge a new one, you open up possibilities to get the customer behavior you want in exciting ways. Dare to be trivial. We like this rule of Sutherland’s 11.

Airlines 286

Airlines Consulting Consulting Customer Experience 286

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

Airlines 350

Airlines Education Self service Consulting 350

PeopleMetrics

FEBRUARY 13, 2018

At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. Listen to your customers! And I can only imagine how the true road warriors paying $49.95

Airlines 66

Airlines Customer effort Accountability Consulting 66

Beyond Philosophy

AUGUST 9, 2019

Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover.

Airlines 262

Airlines Surveys Consulting Consulting 262

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. Many times, these interactions surprised Messina.

Airlines 415

Airlines Call Center Consulting Consulting 415

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Instead, what drives financials long term is customers coming back for more and bringing their friends.

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Those benefits should be crystal clear to your customers.

Airlines 354

Airlines Banking Technology Customer emotions 354

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. How Marketers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.

Wireless 284

Wireless Consulting Consulting Airlines 284

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar.

Customer Service 202

Customer Service Airlines Employee engagement Morale 202

Beyond Philosophy

MARCH 21, 2016

Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. The job market conditions are changing. What These Changing Job Market Conditions Mean to You.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Beyond Philosophy

OCTOBER 18, 2019

However, it was terrible news to me because I missed out on a better flight option through a competitive airline. Now my automatic purchases here are the result of many years of trust and consistently excellent experiences with Apple and Delta. With my Delta example, I buy airline tickets a lot. That isn’t true.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

JULY 10, 2017

brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience. Using technology to read emotional responses is also finding application in market research.

Airlines 313

Airlines Consulting Consulting Technology 313

Beyond Philosophy

AUGUST 1, 2018

With my imminent departure on the horizon, I wondered how do organizations avoid customer defection? It turns out that customers usually indicate they are going to leave, and you can see it in their habits. I see it happen all too often as a global Customer Experience consultant. I had gone, and nobody cared.

Airlines 299

Airlines Sales Consulting Consulting 299

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. And the best part?

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

Beyond Philosophy

APRIL 15, 2019

Essential Considerations for Your Customer Service Culture. Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Suttle says one of the things they say is arbitrary customer service gets you arbitrary results. into company routines.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Beyond Philosophy

MAY 21, 2020

For somebody managing Customer Experience and looking for opportunities for customer-driven growth, habits can be challenging—especially when the customer’s habit is to buy from your competition. However, the airline was on to me, and they disrupted by habitual behavior. So, being British and polite, I tried it.

Airlines 300

Airlines Consulting Consulting Government 300

Beyond Philosophy

NOVEMBER 15, 2019

On the other hand, Southwest Airlines has a low Price Image. Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint. For example, a story ran in The Denver Post several years ago about the opening of another market, Trader Joe’s, which has a low Price Image.

Construction 301

Construction Consulting Consulting Airlines 301

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization.

Airlines 210

Airlines Entertainment Consulting Consulting 210

ShepHyken

OCTOBER 19, 2018

Other areas of personalization include tailored product recommendations, personalized content widgets, and customized overlays that fire on exit intent. Of course, these kinds of functionalities typically rest with marketing, yet they very much impact the overall customer experience.

Customer Service 277

Customer Service Automotive Airlines Chatbots 277

Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Both our client and BPO success teams focused consultations on how to improve work environments for agents, and, ultimately, the customers they served.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Beyond Philosophy

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

AUGUST 31, 2023

The idea behind this first area is if you have customers waiting for 15 minutes, how can you make it not feel like 15 minutes? For example, an airline’s waiting lounge plays the news. Meister’s eight areas that make waiting worse for customers. In short, you should distract them. There you have it. Click here.

Wait times 221

Wait times Airlines Call Center Benchmark 221

Beyond Philosophy

JANUARY 15, 2021

Digital Nudging builds on this idea, but for Customer Experiences online. It requires an organization to create an experience online that nudges people to make the right decisions or make some decisions that will drive value for the company. Framing isn’t marketing, but it does pertain to how you word your message.

Airlines 248

Airlines Government Customer emotions Marketing 248

CX Journey

AUGUST 16, 2017

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Companies with high or improving scores had higher stock returns than their competitors and outperformed market indexes.

Customer Experience 56

Customer Experience Airlines Benchmark Consulting 56

Outsource Consultants

JUNE 26, 2018

Pearce says that, while advertising will remain to get customers in the door initially, it’s the customer journey that will keep them coming back. The article gives an idea of how this customer journey will look. These strategies and more will ultimately lead to customer retention and increased revenue. We can help!

Contact Center 52

Contact Center Marketing outsourcing Advertising 52

Beyond Philosophy

JUNE 11, 2015

They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. Customer loyalty programs are especially popular among retailers.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

ClearAction

NOVEMBER 25, 2017

Do Customer Experience Policies Empower Growth? Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. And customers’ mistrust of companies propels regulations, protests and negative word-of-mouth.

Customer Experience 63

Customer Experience Government Airlines Customer centricity 63