Beyond Philosophy

NOVEMBER 21, 2016

Mahajan argues that an executive’s role is to create value, rather than just to be a good administrator or an efficient manager. Many executives are so comfortable in fulfilling their functional roles that they forget that creating Value will take them ahead, enhance their business objectives and profits, and make their customers happier.

Consulting 0

Consulting Consulting Customer emotions Customer Experience 0

Beyond Philosophy

OCTOBER 26, 2016

The key is to manage customers’ expectations and then exceed them. But if malls don’t pay attention to their customers’ emotional and subconscious experiences, those internet-proof tenants aren’t going to save them. As a customer, what do you think about a mall with nontraditional tenants?

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

FEBRUARY 3, 2015

When you frame the CTA in terms that let the Customer know what he or she is getting by pressing it, it is far more helpful at getting them to make a decision to move forward in the process. There are ten other examples given in the article. Regardless, the article statistically shows that they had an effect. They don’t.

Consulting 304

Consulting Consulting Customer emotions Morale 304

CSM Magazine

MARCH 16, 2023

In current times, where emotions and logic play a hand in hand for us to navigate through the world and coexist, emotional intelligence proves to be a valuable asset to do so. This article will define emotional intelligence, its benefits for contact centers, and how it improves the customer experience.

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Contact Center Customer emotions voip Construction 52

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.”. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

DECEMBER 22, 2014

But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make. So how are cooties affecting your customer experience? In several ways.

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Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

MARCH 5, 2015

In a great article on Inc.com , Southwest’s senior director of operational performance Steve Hozdulick is attacking the problem to increase their on-time arrivals by 83 to 85% next year: First, they are going to break it down into several steps to solve the problem instead of just making one big move and moving on to the next order of business.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

ShepHyken

DECEMBER 9, 2016

Here’s a closer look at the numbers: 86% of consumers will immediately quit doing business with a company because of a bad customer experience. 73% of dissatisfied customers cite incompetent, rude, and “rushed” service as the #1 reason for leaving a brand. Customer Experience = Customer Emotion.

Customer emotions 309

Customer emotions Marketing Customer Experience Customer Service 309

Beyond Philosophy

MAY 17, 2017

CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. It is still all about emotions.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

JANUARY 26, 2015

According to the article I read on Time.com, President Obama revealed his plan at the Federal Trade Commission. He said the federal standard he would impose to notify Customers their information had been compromised should be 30 days. The post You Can’t Legislate Customer Centricity appeared first on Beyond Philosophy.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

JULY 13, 2016

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. Econsultancy heard from the people working on the Customer Experience improvement efforts. Do you agree with the marketers from the article?

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

NOVEMBER 15, 2017

We use 269 questions in total, which include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization? What emotions does your current experience evoke from your Customers?

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

SharpenCX

APRIL 15, 2020

Your agents are handling interactions with heightened customer emotion as they attempt to work through the trying times themselves. And how do you, manager, prioritize your own time for peak productivity (without bleeding your well dry)? P.S. You can thank Tomato Timer and the Pomodoro Technique for helping me with this article.

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Time management Call Center Management Coaching 106

Amplifai Coaching Category

JUNE 26, 2019

ICMI Featured Contributor Article. Despite all our collective emphasis on customer experience, culturally, and via systems that drive more customer intel to Customer Service Reps (CSRs) so they can deliver improved Customer Experience (CX), I'm still having challenges when I contact my own service providers.

Coaching 40

Coaching Customer emotions Consulting Consulting 40

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

SEPTEMBER 13, 2018

It will also enhance the performance of self-driving cars and manage all the connected devices on a network better than the 4G LTE system. If you want to really dig into and explore the inner workings and functionality of 5G, be my guest by clicking on this great article from PCMag.com.). Astonishing BIG Gains from Little Changes!

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Wireless Telecommunications Customer emotions Customer Experience 207

Beyond Philosophy

NOVEMBER 8, 2017

It’s a result or an outcome, rather than an emotional driver. Their conclusion: “On a lifetime value basis, emotionally connected customers are more than twice as valuable as highly satisfied customers.”. Fred Reichheld, in a 1993 Harvard Business Review article (“Loyalty-Based Management”, March-April, 1993, p.

Consulting 150

Consulting Consulting B2B Metrics 150

Beyond Philosophy

APRIL 18, 2017

On customers who are only starting to consider making a purchase. But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Customers aren’t as loyal as you think they are. Appeal to your customers’ emotions.

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Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

MARCH 1, 2017

A true focus on emotion would mean designing a stress-free, enjoyable experience from start to finish, perhaps throwing in a memorable showroom visit that includes free lemonade and cookies. Happily, I’m starting to see signs that businesses are beginning to pay more attention to customer emotions.

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Journey mapping Customer emotions Consulting Consulting 288

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. On Feeding the Trolls. This argument went on for weeks.

Entertainment 276

Entertainment Sales Consulting Consulting 276

LiveChat

OCTOBER 13, 2017

Customer experience is about the quality of an individual experience a customer has over the course of a single transaction. You need customer experience management, with the right strategy, to bring this to life and that’s what I want to cover in this article. The goal of customer experience management.

Customer Experience 57

Customer Experience Management Feedback Banking 57

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

Beyond Philosophy

JULY 5, 2015

Customer Sensitivity. Customer Focus. It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Eptica

NOVEMBER 12, 2019

Date: Tuesday, November 12, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why you need more than NPS to drive CX excellence. Introduced in 2003 in a Harvard Business Review article titled “ The One Number You Need to Grow , the NPS has become an important business metric. Published on: November 12, 2019.

Airlines 74

Airlines Metrics Best practices Analytics 74

CSM Magazine

DECEMBER 15, 2022

But companies need to be careful not to negatively impact the customer experience. For example, workforce management software helps ensure you have the right agents available to meet service levels by creating forecasts based on the most recent trends and schedules that match your employees’ needs (such as leaving every day at 3:00 p.m.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

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

Lumoa

AUGUST 25, 2020

How would you rate your customers’ emotional investment in your brand? They strike at the heart of the concept of customer engagement, that oft-used buzzword you’ll find referenced across the internet. But what is customer engagement? This article will answer all those questions. What Is Customer Engagement?

Customer emotions 83

Customer emotions Metrics Advertising Customer Experience 83

JustCall

MARCH 6, 2023

.” In other words, employees who are motivated and have a great understanding of the impact they make at work are the ones who are consistently improving the customers’ lives. In this article, we will look at 12 strategies and tips on how to improve call center agent performance. Let’s get started.

Coaching 52

Coaching Call Center Scripts Construction 52

TechSee

SEPTEMBER 24, 2019

Inconsistent interactions confuse customers and can damage the brand’s reputation. This article underscores the importance of creating a streamlined and reliable customer experience and explains several technological approaches that can help deliver it. Inconsistent experiences do serious damage.

Customer Experience 150

Customer Experience Self service Analytics Banking 150

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.

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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

JustCall

OCTOBER 4, 2023

Conversation intelligence can help you track customer satisfaction levels by analyzing feedback and sentiments in real-time. By promptly addressing issues and providing exceptional customer service, you can improve satisfaction levels and reduce churn rate.

Customer retention 52

Customer retention Feedback Upselling Sales 52

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. During a later review session with the client’s management team which would be involved with the journey mapping project, we reprised the question. Michael Lowenstein, Ph.D.,

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

CSM Magazine

DECEMBER 15, 2022

After all, they know your customers best and often notice ongoing issues before their managers. Next, understand why customers are contacting you in the first place to highlight crucial improvement opportunities. Meanwhile, sentiment analysis is able to predict customer emotions after a contact.

Coaching 52

Coaching Analytics Feedback outsourcing 52

NobelBiz

NOVEMBER 16, 2021

Companies that have not engaged in training their managers’ interpersonal abilities will fall behind the competition. Turnover rates and reasons for leaving already reveal the influence of the manager-employee relationship and it’s not always about performances and numbers. How to develop Conscious Leadership?

Contact Center 52

Contact Center Coaching Sales Consulting 52

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.

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Call Center Chatbots Contact Center Cloud contact 52