Beyond Philosophy

DECEMBER 5, 2017

The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. said complicated customer issues are their most significant challenge. We see this sort of thing all the time in our global Customer Experience consultancy.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

DECEMBER 23, 2014

The article quotes travelers still smarting with the sting of disappointment from their unfulfilled vacation expectations. Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Institute a Customer-Centric focus, not an operational focus.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

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. How to Measure Customer Emotions.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

NOVEMBER 10, 2014

And to make the cross sell and upsell case more clear, the majority of customers’ buying decisions are tied to how they feel about the experience. In an article about the moments of truth in customer service, McKinsey & Company revealed that 70% of customers at a bank reduced their commitment when they had a bad Customer Experience.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. The New York Times had an interesting article on the power of too many choices. The Paralysis of Too Much Choice. www.winepleasures.com.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

FEBRUARY 28, 2016

Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. It is also an essential element of customer-centricity. Customer-centricity , after all, is about more than structure, strategy and systems.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Beyond Philosophy

SEPTEMBER 26, 2019

At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience. I post a lot of articles, and sometimes I attract trolls. appeared first on Customer Experience Consulting.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

DECEMBER 22, 2015

When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

JUNE 1, 2015

An example cited in the article is Starbucks, which has created its program to reflect the uniqueness of its café experience. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Key among these are: Integrate Loyalty Into the Full Experience.

Airlines 210

Airlines Entertainment Consulting Consulting 210

NobelBiz

NOVEMBER 16, 2021

In this article, we explore the influence of emotional intelligence in companies and how to unlock it for contact centers. Emotional Intelligence’s significance in Businesses We must be mindful of our own emotions in the job in order to be aware of our effect on others and to have a positive influence on our team.

Contact Center 52

Contact Center Coaching Sales Consulting 52

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. Today, is that enough? Those question are: 1) Really?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

aircall

JUNE 30, 2021

While the importance of customer retention is undeniable, many companies struggle to develop strategies that allow them to hold on to their existing customer base. How to Measure Customer Retention Rate. The customer retention rate refers to the percentage of customers that remain with your business over a specific period.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Beyond Philosophy

JUNE 4, 2015

Depending on the need of the Customer in front of them, they can use the appropriate channel to make a helpful, effective, and pleasant experience for Customers. According to an article on Inc., Here is a promotional video that explains how it works: When Customers get to interact with you online on their terms, it benefits you.

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353

CSM Magazine

DECEMBER 15, 2022

For example, speech analytics can indicate repeated phrases used in customer conversations to identify new or common failures within particular customer journeys. Meanwhile, sentiment analysis is able to predict customer emotions after a contact. Jade Turley is Senior Business Intelligence Consultant at Calabrio.

Coaching 52

Coaching Analytics Feedback outsourcing 52

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360