Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. How Do We Measure a Feeling? The most common way to measure emotion is the Net Promoter Score (NPS). The scale is 1-10. If you have 9 or 10, you are a promoter. Everyone can understand it.

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Customer emotions Consulting Consulting Customer Experience 324

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). I couldn’t agree more with him on this point.) So, What Went Wrong with NPS?

Airlines 274

Airlines Metrics Accountability SaaS 274

Beyond Philosophy

DECEMBER 9, 2021

On the podcast, we do something called “I’m in a Pickle.” For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®. We discovered in our conversation that Reichheld feels the same way.

Construction 222

Construction Feedback Surveys Sales 222

ShepHyken

NOVEMBER 13, 2020

He writes about what specifically makes feedback effective in helping you improve your customer service. It tells a lot more about the experience of a customer. Without knowing that, you can’t possibly know how you can improve your service. Will help you improve those weaker parts to improve your customer experience as a whole.

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Feedback Customer Experience Surveys Construction 315

Beyond Philosophy

AUGUST 11, 2022

Mandy also wrote that nobody wants to work anymore, and everyone wants more money. It’s human nature that people want more money for less work. I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). It turns out I am not alone in my assessment. Is it me alone?

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

FEBRUARY 10, 2020

We also discussed how your Customer Experience plays into the mix to help you facilitate customer-driven growth. . Nearly 20 years ago, when I started Beyond Philosophy and before Customer Experience was a well-known concept, my motivations were to create a competitive differentiator that would get more business for my clients.

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Consulting Consulting Entertainment Telecommunications 431

Beyond Philosophy

AUGUST 30, 2019

What is the experience you are trying to deliver to your customers? It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. What is surprising is most organizations do not know the answer to this question! This does not build Customer loyalty.

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Customer Experience Finance Consulting Consulting 352

CCNG

MAY 31, 2023

He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing. It was my boss. Thanks again.

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Technical Support CCNG First call resolution Customer Service 195

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? She also explained the company has engineers and technicians serving in dual roles because “customers do not want a sales relationship.” Some types of industries buy into the customer relationship concept more than others. However, we mixed in more than that, too.

Engineering 222

Engineering Consulting Consulting Best practices 222

Beyond Philosophy

JANUARY 2, 2019

Maersk, a global shipping company, improved their Net Promoter Score +40 points in 30 months, which also lead to a 10% increase in shipping volumes. The challenge is that everyone thinks they know what it takes to improve a Customer Experience, but few really do. The C-Suite want to see a return. So, what is happening?

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

SEPTEMBER 2, 2021

Since email response is an issue many of you are dealing with, I thought I would share how you can use the behavioral sciences to increase your response rates. Most of us do not take the time to write and edit and optimize our email campaign hoping that our customers will ignore it. You want people to do something after they read it.

Banking 195

Banking Personalization Consulting Consulting 195

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. A strong customer satisfaction result means more customers have been satisfied with the quality of service provided. Net Promoter Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

ProProfs Blog

JANUARY 18, 2022

Even though there are endless ways to ask survey questions – rating scales have always been the most popular. So people will not get frustrated when they see your surveys. . So if you wish to use rating scales for your research but have no idea where to start, this blog will offer all the help you need.

Surveys 142

Surveys Best practices Feedback Customer Service 142

Nicereply

NOVEMBER 21, 2023

Net Promoter Score is a measure of how positively your customers rate you and your products. Measuring your NPS is important because it enables you to identify areas for improvement and allows you to track customer sentiment over time. 1 – 10 Customers who reply with a score of 6 or lower are considered detractors.

Surveys 59

Surveys B2B Feedback Education 59

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Best practices 110

Best practices Metrics Surveys Customer retention 110

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 98

Surveys Feedback Customer Support Wireless 98

ProProfs Blog

OCTOBER 30, 2020

How likely will you recommend our product to your family or friend? These customer survey questions are a great way to check your customer’s happiness with your products and services. . But, research shows that as few as 2% of your customers care to answer the survey questions. Where can we improve?

Surveys 158

Surveys Feedback Customer Support Construction 158

Nicereply

JULY 10, 2023

Employee Net Promoter Score: why you should care about it? How to calculate employee net promoter score? Start, Stop, Continue Do you want us to follow up with you? Other eNPS Considerations How often should you survey your employees? How do you improve response rates? How do you improve your employee NPS?

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

JustCall

APRIL 3, 2024

A surge in call volume is always good news for your business. It shows more customers are interested in your product or service. So, how do you manage call surges during unanticipated high-traffic periods? Let’s explore the top 10 tips high call volume call centers could use. High call volume: What is it?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Lumoa

FEBRUARY 2, 2023

With a strategic approach, you can design an optimal customer experience that will encourage your customers to return. While customer experience is still important, the way someone interacts with you is not like it was a decade ago. Technology, mainly eCommerce , has changed the way people shop. Let’s put it another way.

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Customer Experience Chatbots Surveys Journey mapping 94

ProProfs Blog

NOVEMBER 15, 2021

Collecting feedback via business surveys not only helps you advance your business, but also helps save a lot of time, money, and effort. In this post, you’ll learn about what business survey questions are, how they are beneficial, and how you could leverage them to scale your business fast. The result? You heard that right.

Surveys 144

Surveys Feedback Morale Customer effort 144

ProProfs Blog

NOVEMBER 9, 2021

And to keep such risks at bay, you must find out how to measure customer satisfaction to analyze whether your company will perform well in the future or not. . (A Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it.

Surveys 146

Surveys Feedback Metrics Customer retention 146

Totango

SEPTEMBER 23, 2021

What is CSAT , what is it good for and how do you track it and use it? We’ll consider the benefits of tracking CSAT and how it can help your business. We’ll discuss how to measure CSAT within the context of your customer lifecycle. In this post, we’ll focus on this important customer satisfaction metric. What Is CSAT?

Surveys 98

Surveys Metrics Benchmark Wait times 98

Nicereply

SEPTEMBER 25, 2023

“Mastering NPS emails opens the door to understanding your customers’ experiences.” ” Are you looking to measure customer satisfaction and guide your brand’s success? Net Promoter Score (NPS) email surveys can be your most effective market research tool. Keep Your Email List Up-to-date 6.

Surveys 52

Surveys Feedback Best practices Personalization 52

Lumoa

JANUARY 2, 2023

Consumers today are more vocal than ever, and they’re not afraid to voice their opinions. One tool businesses can use to capture valuable insights is the transactional Net Promoter Score (tNPS). One tool businesses can use to capture valuable insights is the transactional Net Promoter Score (tNPS).

Surveys 83

Surveys Brand ambassadors Feedback Metrics 83

CSM Magazine

DECEMBER 19, 2023

It takes time and effort to grow your business. According to statistics, around 60% of small businesses rely on digital marketing, whereas 90% use some form of advertising for promotion. Meanwhile, you can also follow these 10 tips to expand your small business. Understanding your target market and their needs is key.

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Advertising Analytics Marketing Big data 52

Nicereply

OCTOBER 9, 2023

When it comes to your SaaS business, you need to be measuring and evaluating your customer success. This helps you analyze how much value your customers gain from your product, and you can select particular KPIs to help you do so. And how do you go about measuring and evaluating customer success?

SaaS 52

SaaS Metrics Customer retention Surveys 52

Nicereply

MAY 25, 2021

By comparing your survey results to other companies, you add context to your scores. You might be looking at your latest survey results and wondering…. How do we compare to our competitors? Should we be doing more? By comparing your survey results to other companies, you add context to your scores.

Benchmark 111

Benchmark Surveys Entertainment Customer effort 111

CallSource Insights

DECEMBER 6, 2022

Get the right toll-free vanity phone number for your business. Are you looking for a way to make your business phone number more memorable and professional? In this blog post, we’ll explain what vanity toll-free numbers are and how you can get one for your business. What is a vanity phone number?

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Interactive Voice Response Advertising Personalization Sales 97

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand.

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Customer Experience Metrics Feedback Analytics 94

Nicereply

MAY 16, 2022

If you are considering using Nicereply, one of the first steps in setting up your survey will be the selection of the survey scale. Not only because they tell you a lot about your customers’ opinions, but because CSAT surveys can be very flexible. A 5-star survey is one of the most popular ways to gather customer feedback.

Surveys 98

Surveys Benchmark Metrics Feedback 98

JivoChat

MAY 1, 2022

How to promote my online store? Maybe it’s something that’s on your mind as well. Although in the digital market you will be competing with thousands of stores, depending on your sector, there are effective digital marketing strategies that can help you stand out from the others. . But, how to do that?

Marketing 75

Marketing Advertising Engineering Sales 75

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. This blog will dive into best practices, discuss the features you should look for when sourcing tools, and help you discover the transformative power of innovative WFM software. The results?

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Win the Customer

SEPTEMBER 11, 2023

In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact. At its core, CX success is about meeting and surpassing customer expectations at every touchpoint of their journey with your brand. Essential CX Metrics for Success 1.

Metrics 59

Metrics Customer Experience Customer retention Customer effort 59

ProProfs Blog

JANUARY 24, 2020

What if I were to tell you that the aspect that genuinely tops the list is what your friends and family think? Get closer than ever to your customers. So, basically, customer advocacy focuses on customers and involves making all kinds of experiences and variables associated with them, more alienated and better. Research? .

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Customer advocacy Marketing Feedback B2B 155

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Ask your agents how they say no to customers and you’re bound to get an entire thesaurus worth of options. Think about it. Take for example my recent trip to the bank.

Upselling 83

Upselling Contact Center Engineering Banking 83

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer retention 84

Customer retention Journey mapping Benchmark SaaS 84