Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. What emotions are we trying to evoke?

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

OCTOBER 24, 2016

They knew, however, that while the delay of the big announcement for a couple of days is unusual for such a high-profile, public company, it wouldn’t likely cause any loss of confidence by their long-time fans. Tesla Breaks Top 20 for Customer Experience. Tesla was the only carmaker that made the top 20 for Best Customer Experience.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

APRIL 15, 2015

In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. Companies are wise to make their Experience their competitive difference today. More Customers are craving an adventure. Because the best experiences engage all the senses. 29 January 2015.

Journey mapping 310

Journey mapping Consulting Consulting Airlines 310

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. Organizations that don’t focus on Customers say as much in their language.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. These choices affect the Customer Experience.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers. Well, so do your Customers!

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

MARCH 19, 2015

between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. As the job market becomes more competitive, it is possible that companies are putting more effort into engaging their current workers.” and, 2) Where’s the consistent proof for individual companies?

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. They have Customer-centric leadership.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

aircall

OCTOBER 6, 2022

Since our founding in 2014, Aircall’s international customer and partner base has been growing at pace. Now, as our team spans four continents and serves 13,000+ customers in more than 90 countries, we’re growing our international presence by opening our very own office in the Spanish capital of Madrid. . That’s where Aircall comes in.

SaaS 62

SaaS Education Marketing Technology 62

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer centricity 232

Customer centricity Customer emotions Customer retention Customer Experience 232

Beyond Philosophy

FEBRUARY 12, 2015

Through February 14th, 2015, Customers at the restaurant will be randomly selected to owe a new form of payment. Instead of cash or credit, they want their Customers to pay with lovin’, a play obviously off McDonald’s tagline, “I’m Lovin’ it.” I like this idea, even if I don’t love the company that is doing it.

Customer Experience 226

Customer Experience Personalization 226

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary.

Customer Care 96

Customer Care Upselling Accountability Customer Support 96

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer centricity 171

Customer centricity Customer emotions Customer retention Customer Experience 171

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. Comcast announced recently that it will be putting a massive effort behind changing its customer service. The announcement will come as welcome news to many Comcast customers.

Customer Service 146

Customer Service Wireless Customer centricity Banking 146

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. They have Customer-centric leadership.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. They have Customer-centric leadership.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

ProProfs Blog

APRIL 30, 2020

In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” But as a business with long-term goals, you just can’t allow any temporary situation to get the best of you. Here is what our CEO had to share-. Sameer Bhatia, CEO, ProProfs. Quiz Maker.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

The Center for Client Retention

OCTOBER 4, 2017

Sales and customer service are often thought of as separate entities and in a certain sense, they are. On the surface, sales personnel have the goal of maximizing the company revenue by selling more and gaining new customers. Now, salespeople not only have to be experts at selling, but experts at customer service as well.

Sales 96

Sales Customer Service Customer retention Customer Experience 96

Global Response

OCTOBER 2, 2023

With so many places to contribute online, it can be tough to know where customers are even talking about your business. Or the opposite can be true: you may have some happy customers, but no one’s talking about your brand anywhere. This is becoming more and more important as customers shop, work, and connect with friends online.

Call Center 62

Call Center Management Airlines outsourcing 62

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. We look forward to meeting more interesting professionals like them in 2015! So let us reintroduce you to our Faces from 2014.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Consumers won’t trade price for bad service.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

ProProfs Blog

JUNE 11, 2020

All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture. Leicester City proved that the model still works by winning the English Premier League in 2015/16. This data-driven model has even found its way into other industries.

Surveys 97

Surveys Metrics Feedback Marketing 97

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. Customer service was one of these areas. At the same time, many entrepreneurs began to ask: “Is outsourcing reserved for the Fortune 500 companies and huge corporations?”. A customer had an item held at customs.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Mindtouch

APRIL 5, 2017

MindTouch has been named one of the Hot 100 best privately held software companies by JMP Securities , a full-service investment bank. The Hot 100 list is compiled each year based on the evaluation of multiple criteria, including financial growth, products and services, quality of leadership, customers, and market potential.

Banking 48

Banking Engineering Self service Marketing 48

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Empower your customer.

Customer Support 88

Customer Support Education Coaching Self service 88

Eptica

FEBRUARY 5, 2020

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. which dropped to 61.5

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

Provide Support

MAY 25, 2016

How to Build a World-Class Customer Service Team. Every business owner knows that in today’s highly competitive marketplace excellent customer service is more than a preference – it is a prerequisite for sustainable growth and business success. The best way is to learn from those that do it well. Read more.

Customer Service 45

Customer Service Sales 45

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Customer support is frictionless. And customers are happy to send new business your way. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

CRM 83

CRM Feedback Customer centricity Surveys 83

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Instead of relying on hunches, companies can make confident, data-driven decisions that save time and money. Customers benefit from sharing feedback too. The feedback conundrum. Survey purpose.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

Mindtouch

JULY 10, 2018

And how would I convince people that it’s in everyone’s best interest to share what we know? So I started my search for existing knowledge management best practices—surely I wasn’t the only one who was asking these questions? where I discovered Knowledge-Centered Service , or KCS ® for short. It took me to the U.S.

Best practices 59

Best practices Management 59

GetFeedback

MAY 5, 2019

Or would you stay loyal to your old mobile phone provider if you knew they offer 24/7 support for delightful customer service? Apart from expecting products whose quality matches the prize, customers for years now also expect to find the service providers exactly when they need them. Read on and find out!

Sales 111

Sales Feedback Best practices Customer Service 111

Provide Support

FEBRUARY 9, 2016

People who work in your company create the atmosphere your customers feel when they interact with your team. Well trained and friendly employees will always provide high quality customer service, but how to achieve this? The task of creating a customer focused culture is not as easy as it seems to be. Read more.

Customer Service 49

Customer Service 49

Fonolo

AUGUST 28, 2018

Talkdesk is the youngest company to ever be included in a quadrant which speaks to the changing nature of the call center world. Avaya is represented indirectly since its technology powers companies like Teletech and West. His blog post is the source of the chart below. More on that here. Avaya is notably absent.

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Certified Languages International

APRIL 21, 2021

In the language services industry, interpretation companies work with two kinds of interpreters: staff interpreters or freelance interpreters. Most interpreting companies work with both. Unlike staff interpreters, remote freelance interpreters set their own schedules and work when it’s best for them. and even 3 a.m.

Management 52

Management 52

Provide Support

JUNE 23, 2016

How to Build a World-Class Customer Service Team. It’s undoubtedly true that basing your business around customer service always pays off. These days, we’ve been witnessing many amazing stories of companies that made customer service a key pillar of their business and eventually the face of their brand.

Customer Service 43

Customer Service 43

ProProfs Blog

AUGUST 24, 2018

After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Take your customer relationships seriously. The underlying truth in all of them? That happened.

Customer Service 111

Customer Service Management Accountability Marketing 111