Beyond Philosophy

JANUARY 2, 2019

Maersk Line is an excellent example. 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.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

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. Sources: Chemi, Eric.

Consulting 379

Consulting Consulting Education Benchmark 379

Beyond Philosophy

AUGUST 31, 2023

For example, an airline’s waiting lounge plays the news. These last two examples seem outdated today since most people will probably pull out their phones while waiting. This example is a nice segue to the next area, which is… Area #3: Uncertain waits are longer than known waits. In short, you should distract them.

Wait times 221

Wait times Airlines Call Center Benchmark 221

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. For example, Patagonia is excellent at authenticity. Another example could be a return to store option for the online channel.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

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. For example, we ask questions like: What’s the experience that you’re trying to deliver to your employees? What emotions are you trying to evoke in your employees?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Customer Interactions

JULY 7, 2015

At NICE Fizzback Insight Consulting, our clients usually request us to conduct customer satisfaction benchmarks. Benchmarking possibilities are almost endless with the graph below portraying some examples (where we could apply any combination of them): Benchmarking often leads to a reality check, throwing up unexpected results.

Benchmark 28

Benchmark Consulting Consulting 28

Beyond Philosophy

FEBRUARY 6, 2019

For example, I was talking to people that were newly appointed Customer Experience representatives for their companies. As Customer Experience consultants, we see this all the time. However, fixing problems is an example of small stuff. The 75 percent that Thompson describes makes sense to me. You should fix your problems.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JANUARY 23, 2019

For example, if you are staying in a hotel in a certain city and a friend of yours has stayed there also, and they say, “It’s like the Four Seasons Resort,” you now have a pretty high reference point. Professor Hamilton’s favorite example is choosing a political candidate in a tight race.

Management 361

Management Consulting Consulting Accountability 361

Beyond Philosophy

MAY 31, 2019

For example, one of my team members hates flying because she worries she is unsafe in an airplane. An example is the Availability Heuristic. When we can think of several examples of something occurring, we believe that our easy recall is evidence of its impending frequency. Uncertainty Leads to Mental Shortcuts.

Customer Experience 318

Customer Experience Consulting Consulting Benchmark 318

Beyond Philosophy

APRIL 4, 2019

For example, Apple delivers a Branded Customer Experience. . Another example—and cautionary tale—is Aviva insurance brand Norwich Union, an insurance company in the UK. The Norwich Union example leads to my next point. For example, I was chatting with a mobile phone company. Otherwise, it’s useless.

Call Center 326

Call Center Consulting Consulting Benchmark 326

Beyond Philosophy

MAY 8, 2019

For example, we were doing work years ago in England with one of the train franchisees. 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.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

AUGUST 5, 2021

For example, at Beyond Philosophy , a B2B company, we help organizations improve their Customer Experience, which is a service. For example, if what you sell is tangible, then it is a product, and if it is intangible, then it is a service. Let me give you a real-world example. . Some services are replicable, but others are not.

B2B 195

B2B Consulting Consulting Benchmark 195

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. For example, if you have a customer that interacts with you online, and only online, work with those preferences when you are developing the account.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

APRIL 25, 2019

For example, companies now use your Wi-Fi connection to know where you are when you linger in a store and don’t get me started on the sheer amount of information “they” have about your clickstream data (i.e., Furthermore, the examples Hedgecock has seen are funny and entertaining. the websites you visit and in what order).

Technology 296

Technology Entertainment Consulting Consulting 296

ChurnZero

DECEMBER 21, 2022

Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. If you’ve ever felt like being data-savvy was out of your reach and reserved for people who were naturally good with numbers, this webinar will enlighten you to the myriad of nuance that exists in SaaS metrics using plain language and concrete examples.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Beyond Philosophy

MARCH 25, 2019

My example just now was about an organization that thinks business is rational who then adjusts their pricing. For example, if you price your product at $500, a customer perceives it as $500. The BT example I shared was deliberate. Their “gut” tells them things at work, just like it does everywhere else in their lives.

B2B 332

B2B CRM B2C Education 332

CSM Magazine

APRIL 6, 2023

For example, in the contact centre, we know there’s a direct link between advisor happiness and customer satisfaction, with customers recognising improved service levels. First, an initial Spotlight Consultancy engagement to benchmark and understand current workplace wellbeing.

Benchmark 52

Benchmark Consulting Consulting Service level 52

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. She encouraged them to get on the same page.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Beyond Philosophy

AUGUST 14, 2019

For example, consider the furniture you put together yourself at Ikea. Some other examples of friction that are beneficial to the experience are: Seeing a line outside a club and thinking you might want to go there since it appears to be the hottest ticket in town. To listen in , please click here.

Customer Experience 331

Customer Experience Benchmark Education Consulting 331

Beyond Philosophy

FEBRUARY 19, 2019

The rows give you examples of the concepts in action. For example, Sephora has an enhanced experience. Now on the bottom row, Kahn includes examples of Customer Experiences taking away the pain. Examples of How the Matrix Works. For example, Amazon is the best at frictionless experiences.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

Beyond Philosophy

NOVEMBER 1, 2019

For example, when you drive your car home from work like you do every workday, sometimes you pull into the driveway and don’t remember driving there. For example, whenever I book a flight, the next thing I do is to contact the driver where I will land. These examples are why good habits are so much harder to form.

Airlines 350

Airlines Education Self service Consulting 350

Beyond Philosophy

JANUARY 10, 2019

Take rent money or mortgage payments, for example. Now, not borrowing from the rent money for another expense is an example of when mental accounting makes sense, meaning it is rational. For example, a friend of mine is a member of a spa’s massage subscription-service. It might make people more willing to spend money.

Accountability 317

Accountability Customer Experience Entertainment Benchmark 317

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. For example, Rocks has discovered that brands that have made providing a simpler Customer Experience their priority have performed “especially well” with regards to NPS. Quite a lot, it turns out.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

FEBRUARY 25, 2019

We have limited memory, for example. For example, let’s say you hear about a special offer from one of your favorite retailers only two hours before it expires. A few years ago, we consulted a hospital system that wanted to improve the patient experience. People are rational but not infinitely logical.

Consulting 268

Consulting Consulting Benchmark Customer Experience 268

Beyond Philosophy

FEBRUARY 13, 2019

For example, the theory of gravity always holds, as demonstrated by Wile E. For example, let’s take the Two-System Theory, aka, the Intuitive System and Rational System thinking concept I write about all the time. An example of where it doesn’t apply is addiction. For example, customers react another way when they are tired.

Consulting 230

Consulting Consulting Benchmark Government 230

Beyond Philosophy

JULY 11, 2019

For example, pretend that you are out with friends and need to pick a restaurant. One of the things this example shows is that as a restaurant owner, it doesn’t matter how good your restaurant is. In my restaurant example, you and your friends were trying to remember what was close by and what was good.

Consulting 297

Consulting Consulting Benchmark Advertising 297

Joe Rawlinson

MAY 17, 2022

Now, the question is—what are the metrics and figures to benchmark for every industry? For example, if an e-commerce ad has 10 clicks after being seen 200 times, the CTR would be 5%. As with previous benchmark reports, the numbers have been consistently high for these industries. Average Cost per Click (CPC). Photo by LOCALiQ.

Benchmark 15

Benchmark Advertising Entertainment Real estate 15

Beyond Philosophy

MARCH 28, 2019

For example, if you are going to leave a stable job (read: boring but steady) into a riskier one at a startup (read: exciting because it could flourish or fold any minute), many people would ask for a higher salary and greater immediate benefits. We can’t guarantee results because we can’t control everything.

Management 359

Management Consulting Consulting Benchmark 359

COPC

MAY 19, 2023

Consultants have set up entire businesses profiting from this discourse. Examples include purchasing, interacting with customer service, or visiting a website. Examples include placing an order or resolving an issue. — Alex Boland | Director of ANZ Operations at COPC Inc. Organizations can measure CSAT using various scales.

Metrics 69

Metrics industry standards Customer effort Consulting 69

Beyond Philosophy

APRIL 18, 2019

For example, if you love a brand, then you will pick from that brand even though other brands offer the same or a similar thing. An example is my relationship with Apple. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire.

Construction 319

Construction Benchmark Consulting Consulting 319

Beyond Philosophy

OCTOBER 18, 2019

For example, while you are driving, you are not thinking about the mechanics of driving home. For example, we eliminated the highest and the lowest quotes because of extremeness aversion, which is where we gravitate toward the moderate choice rather than those at either end of the spectrum. Take the driving example I shared before.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

DECEMBER 20, 2018

The typing experiment described is an example. Another example is walking. In our global Customer Experience consultancy, we believe it is fundamental that you know where your customers are in their thinking when they are interacting with you. The Intuitive System and the Rational System. We also see it in babies.

Journey mapping 268

Journey mapping Benchmark Customer Experience Consulting 268

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Supporting that statement with a scorecard helps align these views. agent, team, program, site, etc.)

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

COPC

JULY 20, 2023

However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?”

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

Beyond Philosophy

JANUARY 23, 2019

Let’s start with some obvious examples. #1: That is an example of one of those risks I took on technology that didn’t work out. Insurance is another example of risk preferences showing up in Customer Experience. My daughter can try to wrap her up in cotton, but children don’t learn if they don’t make mistakes.

Benchmark 281

Benchmark Marketing Technology Personalization 281

Beyond Philosophy

JULY 29, 2019

For example, I was implementing an extensive Customer Experience program. 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.

Consulting 260

Consulting Consulting Morale Benchmark 260