Beyond Philosophy

NOVEMBER 15, 2017

I have led hundreds of successful Customer Experience (CX) program successes. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. Where does your experience stop? Why or why not?

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

OCTOBER 5, 2017

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. I wrote a book about this question, The Intuitive Customer.

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

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.”. It is an emotion most of us would rather avoid at the holidays.

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Customer emotions Customer centricity Customer retention Consulting 246

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

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

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. < [link].

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Customer emotions Customer centricity Consulting Consulting 283

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.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

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?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

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., article reported that Taco Bell experienced a 20% increase in the online orders when compared to in-store orders.

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353

CSM Magazine

JUNE 7, 2021

That’s why businesses are realizing that providing excellent customer service is not enough. What is Customer Experience? Everything you encounter influences your customer’s perceptions and decisions to return or not. Therefore providing a positive customer experience is essential to your success.

Customer Experience 52

Customer Experience Advertising Feedback Banking 52

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. It depends on your point of view.

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Entertainment Sales Consulting Consulting 276

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.

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Journey mapping Customer centricity Consulting Consulting 150

Lumoa

FEBRUARY 16, 2023

It will help you gather valuable feedback, identify customer pain points, and work towards better solutions. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. In This Article: What is Voice of Customer(VoC) and Why Is It Important?

Feedback 94

Feedback Best practices Analytics Surveys 94

Eptica

NOVEMBER 12, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI At a time when customer experience ( CX ) is critical to business success , being able to measure your customers’ satisfaction levels is hugely important. Published on: November 12, 2019. Often the metric of choice is the Net Promoter Score ( NPS ).

Metrics 74

Metrics Airlines Best practices Analytics 74

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 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. Does it understand customers, and their individual journeys?

Airlines 360

Airlines Marketing Enterprise Advertising 360

CSM Magazine

DECEMBER 15, 2022

Delivering the right customer experience (CX) is typically a top priority for businesses for good reason. For example, speech analytics can indicate repeated phrases used in customer conversations to identify new or common failures within particular customer journeys. About the Author.

Coaching 52

Coaching Analytics Feedback outsourcing 52

Beyond Philosophy

JUNE 1, 2015

Key among these are: Integrate Loyalty Into the Full Experience. Companies can link the loyalty program into the overall purchase and use experience. 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.,

Airlines 210

Airlines Entertainment Consulting Consulting 210

NobelBiz

FEBRUARY 21, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

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

ProProfs Blog

DECEMBER 17, 2021

In-App feedback is a feature to collect feedback and reviews from mobile app users about their experiences. Whether you are capturing feedback for a new app feature, looking for new ideas, or simply gauging customer experience, in-app feedback surveys help to efficiently achieve these objectives for your business. Apptentive.

Feedback 78

Feedback Surveys APIs Customer centricity 78

aircall

JUNE 30, 2021

It’s our job every day to make every important aspect of the customer experience a little better.”. 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. However, they often handle large volumes of customers.

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Customer retention Customer advocacy Wait times Brand ambassadors 62

SmartKarrot

APRIL 19, 2021

Is there any similar product; any blog or article that talks about the product or similar? With empathy, you need to proactively talk to customers offer them with solutions and improve trust. Customer opinions are important. Tips to Elevate Customer Experience with an Empathy Map. Quadrant 2: What do they see?

Customer centricity 11

Customer centricity SaaS Customer emotions Engineering 11