Jon Arnold

NOVEMBER 10, 2017

RichCall is a contact center vendor I didn't know previously, and they recently compiled a pretty extensive summary, based on industry research and insights from analysts/consultants/experts in this space. This is a handy reference post if you want a 5 minute snapshot of what's driving contact center technology and what's coming next.

Contact Center 80

Contact Center Technology Benchmark Consulting 80

Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. It is not copying the best.”

Gamification 236

Gamification Benchmark Automotive Wireless 236

Beyond Philosophy

JANUARY 2, 2019

As a global Customer Experience consultant since 1998, before Customer Experience was a glint in its father’s eye, here’s what I say you need to do. Also, consider hiring outside consultants to talk to them about Customer Experience. Hire consultants to run a workshop. Send around blogs and share podcasts on Customer Experience.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.

Consulting 208

Consulting Consulting Benchmark Customer Experience 208

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. In our Customer Experience Strategy consulting, we do research called the Emotional Signature ® , which identifies the things customers don’t say they want but drive a great deal of value.

Consulting 379

Consulting Consulting Education Benchmark 379

Nicereply

DECEMBER 28, 2021

Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience. So whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast , we are incredibly thankful you joined us on the ride through 2021. Should we be doing more?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. It is not copying the best.”

Gamification 150

Gamification Benchmark Automotive Wireless 150

Beyond Philosophy

JUNE 13, 2019

In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. As Customer Experience consultants, we believe in servant leadership. What we’re talking about here is human behavior. WHY CUSTOMER MEMORIES ARE MORE IMPORTANT TO YOUR CX.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

FEBRUARY 6, 2019

As Customer Experience consultants, we see this all the time. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. They just can’t quantify it, or at least three out of four companies can’t, per Thompson’s research.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

SEPTEMBER 15, 2015

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This…. The One Question To Ask When Making Decisions.

Banking 383

Banking Telecommunications Consulting Consulting 383

Nicereply

JUNE 6, 2022

Benchmarking Customer Effort Score: How do your CES results stack up? – a global leader in training, technology, and consulting to win today’s complex sale. appeared first on Customer Happiness Blog. Using Customer Effort Insights to Build Experiences People Love. How To Use NPS Feedback To Reduce Customer Effort.

Customer effort 104

Customer effort Benchmark Surveys Consulting 104

Beyond Philosophy

JANUARY 16, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. If you enjoyed this post, you might be interested in the following blogs and podcasts: Key Stats To Prove Your ROI – It’s About The ROI Stupid!

Customer Experience 279

Customer Experience Benchmark Engineering Consulting 279

Nicereply

JUNE 6, 2022

Benchmarking Customer Effort Score: How do your CES results stack up? – a global leader in training, technology, and consulting to win today’s complex sale. appeared first on Customer Happiness Blog. Using Customer Effort Insights to Build Experiences People Love. How To Use NPS Feedback To Reduce Customer Effort.

Customer effort 98

Customer effort Benchmark Surveys Consulting 98

Beyond Philosophy

APRIL 4, 2019

Our global Customer Experience consultancy is named after this concept. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. A brand is an inspiration for your Customer Experience. Otherwise, it’s useless.

Call Center 327

Call Center Consulting Consulting Benchmark 327

Beyond Philosophy

JANUARY 23, 2019

In our global Customer Experience consultancy, we use the Emotional Signature ® to help organizations discover what the “real reasons” are to buy their product or service. If you want to benchmark your organization’s performance in the new world of Behavioral Economics against other companies, take our short questionnaire.

Management 361

Management Consulting Consulting Accountability 361

Beyond Philosophy

JANUARY 28, 2019

However, in our global Customer Experience consultancy, we encourage moving away from segmenting based on how much they spend with you and instead grouping centered on other variables. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire.

Consulting 349

Consulting Consulting Benchmark Personalization 349

Beyond Philosophy

FEBRUARY 25, 2019

A few years ago, we consulted a hospital system that wanted to improve the patient experience. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. It could be the reputation of the brand. It could be the status it affords the customer.

Consulting 269

Consulting Consulting Benchmark Customer Experience 269

Beyond Philosophy

MAY 31, 2019

In our global Customer Experience Consultancy, we use our Emotional Signature ® Research to determine what emotions your Customer Experience evokes, and whether they are driving or destroying value for your organization. We call this driving or destroying value. And it wouldn’t hurt to give them a free Powerball ticket while you are at it.

Customer Experience 319

Customer Experience Consulting Consulting Benchmark 319

Beyond Philosophy

APRIL 15, 2019

In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers. When consulting employees about what you expect, Suttle says to explain why. Don’t let your culture eat all that hard work. .

Customer Service 288

Customer Service Airlines Best practices Consulting 288

Beyond Philosophy

JANUARY 10, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. If you enjoyed this post, you might be interested in the following blogs and podcasts: How Do Customers Decide If Their Experience is Good or Bad? Why Customers Make Strange Decisions.

Accountability 318

Accountability Customer Experience Entertainment Benchmark 318

Beyond Philosophy

APRIL 25, 2019

In our global Customer Experience Consultancy, we’ve been talking to lawyers about this for a client. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. Moreover, it’s the law to notify people you are collecting this data.

Technology 296

Technology Entertainment Consulting Consulting 296

Beyond Philosophy

MARCH 28, 2019

In my global Customer Experience consultancy, I have dealt with some companies who spend hours talking about the.001 If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. The question is are you prepared to deal with it?

Management 359

Management Consulting Consulting Benchmark 359

Beyond Philosophy

MAY 8, 2019

In our global Customer Experience consultancy, we have found you can evoke two to four emotions that work in different situations around the world, although different cultures may require different emphases to get there. So, the ratio of those emotions may be different depending upon the situation or the customer.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

FEBRUARY 19, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. If you enjoyed this post, you might be interested in the following blogs and podcasts: How Do Customers Decide If Their Experience is Good or Bad?

Benchmark 357

Benchmark Marketing Customer Experience Consulting 357

Beyond Philosophy

NOVEMBER 1, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. If you enjoyed this post, you might be interested in the following blogs and podcasts: WHAT IS THE SECRET OF AIRBNB? 2 SYSTEMS THAT ARE ESSENTIAL FOR SUCCESSFUL CX.

Airlines 350

Airlines Education Self service Consulting 350

Beyond Philosophy

FEBRUARY 13, 2019

As global Customer Experience consultants, we always talk about how psychology affects how your Customers behave. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. Learn as much theory as you can.

Consulting 232

Consulting Consulting Benchmark Government 232

Beyond Philosophy

JULY 11, 2019

Using Authentic Emotion Measurement with our clients in our global Customer Experience consultancy, we discover which emotions are evoked in a digital experience so we can optimize them to facilitate customer loyalty. Many organizations use facial expression analysis on adverts to find out which emotions customers feel at different moments.

Consulting 298

Consulting Consulting Benchmark Advertising 298

Beyond Philosophy

AUGUST 31, 2023

” This benchmark gives people a sense of expectation instead of an endless snaking line that could end in 15 minutes or two tedious, hot, and sweaty hours. Beyond Philosophy has been recognized by the Financial Times as the leading management consultancy for four years. Disney realizes this helps, too. Click here.

Wait times 222

Wait times Airlines Call Center Benchmark 222

Beyond Philosophy

NOVEMBER 29, 2018

We spoke with Amit Sharma, CEO of Narvar and consultant to brands like Apple, Levi’s and Walmart, about how to keep up the emotional engagement with your customers even when interacting through technology. We discussed the digital transformation and its effect on Customer Experience in our recent podcast.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

Stafford Communications

MAY 12, 2020

Net Promoter Score (NPS) NPS originated at Bain consulting and is a zero-to-10-point scale, asking if you would recommend a product or service. With a universal question format and scale, NPS is one of the few satisfaction measures where it’s fairly easy to find benchmarks or to compare data with other brands. So, which one is best?

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

Beyond Philosophy

MARCH 7, 2019

In our Customer Mirrors, an Ethnographer method we promote with our Customer Experience consultancy, we develop spreadsheets and attempt to codify the insights we get, i.e., our observations that we write down and quantify. The Disadvantages: Ethnographers are messy and hard to deal with. They’re very expensive in terms of time.

Customer emotions 306

Customer emotions Surveys Consulting Consulting 306

Beyond Philosophy

MARCH 25, 2019

In our global Customer Experience Consultancy, we recommend a model that describes what people actually do. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. Changing the World Comes Down to You (No Pressure).

B2B 333

B2B CRM B2C Education 333

Beyond Philosophy

MAY 23, 2019

I have been working as a global Customer Experience consultant for nearly twenty years. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”.

Transportation 199

Transportation Consulting Consulting Benchmark 199

Beyond Philosophy

AUGUST 5, 2021

For example, at our global Customer Experience consultancy, we create custom solutions for our clients. Any time we’re dealing with pricing, it’s essential to know your costs because that gives you an internal benchmark. appeared first on CX Consulting. Some services are replicable, but others are not.

B2B 195

B2B Consulting Consulting Benchmark 195

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Global Benchmarking Series | Contact Center Employee Experience Most organizations have at least a half-dozen metrics they report for their agents.

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

Beyond Philosophy

OCTOBER 18, 2019

If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. If you enjoyed this post, you might be interested in the following blogs and podcasts: THE KEY TO SUCCESSFUL MARKETING COMMUNICATIONS (Podcast). ANY PRESS IS GOOD PRESS, RIGHT?

Airlines 225

Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

JULY 29, 2019

In our global Customer Experience consultancy, this concept is also true with clients. Beyond Philosophy’s latest Training Program Coaching & Advice helps you move forward with consultation that is customized for your specific needs. Contact us to learn more or request further information. To listen in , please click here.

Consulting 260

Consulting Consulting Morale Benchmark 260