Beyond Philosophy

OCTOBER 7, 2021

Wells Fargo is a big retail bank in the U.S. The management at Wells Fargo put so much pressure on their team to get their customers to sign up for additional services at the bank that the attitude became “do whatever you have to” to get that new product or service signup. Remember the Wells Fargo debacle?

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. I would argue that this is true of Bank of America. Billion last year.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. A criminal investigation was launched last week in California to identify whether the bank committed felonies. Banks all get into trouble at some point. Enter the Cleaning Crew.

Banking 0

Banking Consulting Consulting Sales 0

CSM Magazine

JULY 5, 2021

The modern banking sector is actively using IT tools for its development. If we analyze the actual data, then, according to the forecast of Gartner in 2019, by 2020, 85% of banks should have collaborated with customers using chatbots. In what other aspects can high-quality IT products help to make banking services more convenient?

Banking 52

Banking Customer Service Chatbots Feedback 52

DMG Consulting

SEPTEMBER 14, 2021

Workforce Management Software Improves Employee Engagement. Companies are re-evaluating their salary structures as they struggle to hire people for traditionally low-level jobs, including: contact center/customer service representatives, bank tellers, retail clerks, servers, hospitality workers, flight attendants, healthcare aides, and more.

Employee engagement 98

Employee engagement Management Real estate Contact Center 98

Hero Digital

APRIL 23, 2020

At a time when COVID-19 is having profound implications on all aspects of daily life for people around the world, banks and credit unions, as front-line keepers of financial systems for consumers and small businesses, have a crucial role in ensuring the continued functioning of society. Image credit: Yelp.

Banking 66

Banking Consulting Consulting Benchmark 66

Beyond Philosophy

SEPTEMBER 3, 2020

As Stephen Covey says in The Seven Habits of Highly Effective People , you build up an emotional bank account with customers, and when you make a mistake with them, you make a withdrawal from it. However, if your emotional bank account is in good standing with customers, the error you made won’t ruin the relationship.

Banking 390

Banking Consulting Consulting Accountability 390

AWS Machine Learning

MARCH 29, 2024

The integration of Amazon Lex with Talkdesk cloud contact center is inspired by WaFd Bank (WaFd)’s digital innovation journey to enhance customer experience. For example, the following figure shows screenshots of a chatbot transitioning a customer to a live agent chat (courtesy of WaFd Bank).

Cloud contact 94

Cloud contact Chatbots Contact Center APIs 94

Beyond Philosophy

MARCH 17, 2022

So, if you are not managing the emotional side of your experience, then you are not giving yourself any room for loyalty to form. . Make a Deposit in the Customer’s Emotional Bank Account. Covey discusses relationships with others as having an emotional bank account into which your interactions make deposits and withdrawals.

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

OCTOBER 2, 2021

25:42 Colin explains the importance of having an Emotional Bank Account with people and to keep up with putting deposits in it. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Please tell us how we are doing! Complete this short survey. How can we help?

Consulting 243

Consulting Consulting Banking Metrics 243

The Northridge Group

APRIL 8, 2024

We have a long-held belief (rooted in fact) that it’s nearly impossible to have effective processes and robust technology without trained people to manage and use them. Industry: Mid-market E-commerce company Use Case: Order Management Top Question: “When will my order ship? A potential replacement for “creative labor.

Technology 105

Technology Finance Government Healthcare 105

COPC

APRIL 1, 2024

In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. Bot-Based Training Perhaps the most notable trend we’ve seen in our consulting work is the emergence of bot-based training systems.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. Circumstances forced me into retail banking in Dubai. I returned to Dubai and joined an elevator company.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

PeopleMetrics

DECEMBER 12, 2019

25 staff appreciation and employee recognition ideas that won't break the bank: Arrange for a team to show the fruits of their labor to upper management. Copying managers and supervisors on such comments is an especially powerful way to help employees feel appreciated. Establish relationships between staff and upper management.

Banking 91

Banking Consulting Consulting Feedback 91

Maru Group

MARCH 11, 2021

By Michelle Walkey, Managing Director of Canada & Retail | March 11, 2021. Canada’s big 5 banks have stood the test of time, generating generous profits through good times and bad. Millennials and Gen Z don’t have the same feelings about these banks as older generations do.

Banking 52

Banking Consulting Consulting Management 52

Beyond Philosophy

JANUARY 15, 2022

In this episode, we talk with the Managing Director of the ACSI, David VanAmburg about what has been going on over the past ten years in Customer Experience. When I was starting out it was all about Total Quality Management and Business Process Reengineering. Then, following that was Customer Relationship Management (CRM).

Customer Experience 170

Customer Experience CRM Consulting Consulting 170

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. management.

Call Center 182

Call Center Management Scripts Coaching 182

Beyond Philosophy

AUGUST 9, 2017

Moreover, it sped up service and freed his staff up to focus on other tasks rather than managing cash. Bekerman said his managers feel they have more time to coach employees; a task Bekerman described as “more meaningful” than counting paper. Cash Isn’t King with Many Retailers These Days. households, around 24.5 I rarely use cash.

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

JUNE 11, 2021

In my global Customer Experience consultancy, I have refused to work with some organizations. I skipped their project because I didn’t feel like they were serious, and, in my experience, if an organization isn’t serious about their Customer Experience program, then it won’t be successful. Recognize that we all have a physicalism bias.

Airlines 248

Airlines Accountability Banking Telecommunications 248

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience. How to Measure Customer Emotions.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

OCTOBER 20, 2022

One of their clients was a big US bank. The company works with large companies, like banks, telecoms, and the like, to determine through data analysis and behavioral science when a loan holder is likely to defer a payment, which is the first step in a default. appeared first on CX Consulting. The post Incredible!

Banking 195

Banking Contact Center Coaching Self service 195

Beyond Philosophy

DECEMBER 19, 2017

It is the essential concept we tout at our global Customer Experience consultancy. Other brands in the top three spots are perennial performers like John Lewis and last year’s top performer, First Direct, an online and over-the-phone bank. My first work as a customer experience consultant was there. The Bad News.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

OCTOBER 5, 2017

For example, banks provide customers pens—on chains. Banks put the pens there to help customers, but the chain tells the customer’s’ subconscious, “We don’t trust you.” Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

JustCall

OCTOBER 16, 2023

Extended Wait Times High call volumes without a proper management system often translate to longer waiting periods for callers. For instance, imagine a potential client trying to reach a law firm for an urgent consultation. Effective Queue Management Long wait times can be a customer service nightmare.

Interactive Voice Response 52

Interactive Voice Response Management Wait times Agent burnout 52

JustCall

OCTOBER 16, 2023

Extended Wait Times High call volumes without a proper management system often translate to longer waiting periods for callers. For instance, imagine a potential client trying to reach a law firm for an urgent consultation. Effective Queue Management Long wait times can be a customer service nightmare.

Interactive Voice Response 52

Interactive Voice Response Management Wait times Agent burnout 52

Beyond Philosophy

JULY 5, 2015

Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Noble Systems

OCTOBER 22, 2018

In light of recent news from the royal commission exposing misconduct by Australian banking and financial institutions, businesses in the financial sector should consider taking a look at their internal sales practices and potentially recalibrating their corporate culture. X Bank made it easy for me to handle my issue/request.

Banking 48

Banking Gamification Customer centricity Surveys 48

HGS

JANUARY 25, 2021

Another method is to consult with contact center teams that have actually had experience with these new technologies. A financial services company in the Caribbean provides customer service through bricks-and-mortar, online banking, and nearly 400 HGS contact center agents.

Contact Center 130

Contact Center Banking Education Self service 130

Beyond Philosophy

JANUARY 16, 2018

These included getting C-level executive, customer-facing employee, and middle manager buy-in. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

Beyond Philosophy

AUGUST 17, 2015

As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. The stats on this, and their behavioral impact, are well known. Michael Lowenstein, Ph.D.,

Banking 250

Banking Customer centricity Consulting Consulting 250

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

Beyond Philosophy

DECEMBER 20, 2019

From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome. Organizations don’t consider customer emotions enough.

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

Beyond Philosophy

OCTOBER 29, 2014

The loss aversion was in effect as well when several major US banks (e.g. Bank of America, Morgan Chase, etc.) This led to a large public revolt and forced the banks to axe their plans. By managing loss aversion, a charge card managed to increase its fees by more than $300 and still retain most of its customers.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

SEPTEMBER 10, 2015

In other words, if you want your Customers to feel they can trust you, they are valued, and their experience was easy, then your employees should say that senior management trusts them, values them, and their experiences was easy, too. Employee Culture: Why Amazon is On Top and Bank of America Isn’t. Here’s a hint: It’s the same one.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

Beyond Philosophy

NOVEMBER 22, 2017

According to TechTarget , employee life cycle can be defined as follows: “The employee life cycle (ELC, also sometimes spelled as employee lifecycle ) is a HR-based model that identifies stages in employees’ careers to help guide their management and optimize associated processes.” Republished with permission from CustomerThink.com.

Banking 223

Banking Enterprise Consulting Consulting 223

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 31, 2014

The loss aversion was in effect as well when several major US banks (e.g. Bank of America, Morgan Chase, etc.) This led to a large public revolt and forced the banks to axe their plans. By managing loss aversion, a charge card managed to increase its fees by more than $300 and still retain most of its customers.

Customer Experience 381

Customer Experience Banking Consulting Consulting 381