Beyond Philosophy

DECEMBER 26, 2014

This time of year always has me thinking about the next one. Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Can you help us?”.

Customer Service 418

Customer Service Customer Experience 418

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. Let me coin the phrase for the first time, “Seat rage” (lol)! She would have told me, “Colin, you catch more flies with honey than vinegar.”

Airlines 335

Airlines Consulting Consulting Personalization 335

GetFeedback

JULY 14, 2018

A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey.

Surveys 74

Surveys Feedback Best practices Metrics 74

Beyond Philosophy

JUNE 1, 2018

Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Instead, you should figure out what substitute questions are they asking.

Surveys 305

Surveys Engineering Consulting Consulting 305

Beyond Philosophy

MAY 26, 2015

As it becomes more and more of a stretch for me to claim youth, I must admit I see the wisdom in Shaw’s words. When I was 22, I hated it when people said, “You need more experience for this role.” I guess you could see from my jacket and my hair style, in this picture above, to see that my decision making needed improving!

Feedback 356

Feedback Customer Experience Management 356

Beyond Philosophy

MAY 31, 2019

You can remember things as being better or worse than they are. Therefore, you must understand how memories work. If you don’t, you may be managing the wrong metrics in your Customer Experience. Also, you should ensure customers feel at these moments the emotion that delivers value for your organization.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

Beyond Philosophy

APRIL 7, 2016

I appreciate this is a controversial title – but let me explain! You can see the whole chart here. The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. I have a theory, but bear with me; again it’s a bit controversial! Me: (Sigh).

Consulting 284

Consulting Consulting Customer Experience Customer Service 284

ShepHyken

NOVEMBER 16, 2020

I have added my comment about each article and would like to hear what you think too. This is what will help customers choose you over your competition. CustomerThink) This blog sheds light on the 20 essential customer service skills and how you can improve them. Here are my top five picks from last week.

Customer Service 211

Customer Service B2C Call Center Government 211

Beyond Philosophy

JULY 25, 2016

It only took me a couple of minutes to decide that I didn’t really want coffee after all. Cinnabon was calling me. It’s a good thing I was in a hurry to catch my flight! Smells can have a dramatic impact on customers – luring them in and tempting them to purchase, or driving them away.

Journey mapping 302

Journey mapping Consulting Consulting Customer Experience 302

Beyond Philosophy

JANUARY 23, 2015

My mum always told me, “You can catch more flies with honey than you can vinegar.” As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

JUNE 18, 2015

As a fisherman (whenever I have time, which is woefully never in long supply), the new fishing lure is the representation of the fish I have yet to catch. That pun is tough to take, even for me!). No, he suggests that you get more happiness from experiences. You can really like your material stuff.

B2C 399

B2C B2B Employee engagement Customer Experience 399

ShepHyken

JUNE 1, 2020

I have added my comment about each article and would like to hear what you think too. Take a couple of minutes to read this and then remind your people about these three simple ideas that will help you be even more successful. My Comment: If you are in a customer support/contact center, then this article is a must-read.

Customer Service 169

Customer Service Multichannel Call Center Contact Center 169

Beyond Philosophy

AUGUST 26, 2021

Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” Research is how you know the difference. So, you can’t just rely on that.

Finance 195

Finance Engineering Best practices Call Center 195

Beyond Philosophy

MAY 21, 2021

However, you can’t believe a thing he tells you. On one axis, you can see two different audiences, other people or yourself. On the other axis, you can lie about facts or your values. We can lie a little bit and still deceive ourselves into thinking that we’re a mostly honest person.

Customer Experience 221

Customer Experience Consulting Consulting Personalization 221

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It’s cost-free, delightful and memorable.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

Customer Service Life

JUNE 8, 2020

” You can click here to check out my answer to that question, hear the thoughts of others, and weigh in with your own. I once took a survey and at the end of the survey, the platform they used asked me to take a survey about the survey. That’s 70 to 95% of customers you never hear from.

Surveys 114

Surveys Contact Center Feedback Analytics 114

SharpenCX

NOVEMBER 23, 2021

If you’re like me, you’ve already started mentally preparing for the holiday season. You’re tying up loose ends, finishing end of year projects, and looking ahead to what 2022 will bring. As you prepare for the new year, you’re setting goals and thinking through how to get ahead of your competitors.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

LiveChat

JANUARY 3, 2019

The end of the year is the time when you sum the past year, thinking about your ups and downs, (trying not to focus too much on downs, I hope). It was a good year for the LiveChat blog. We’ve featured posts of many great content writers and shared tons of knowledge with you. And our average bounce rate of 30%?

Chatbots 59

Chatbots B2B SaaS B2C 59

Beyond Philosophy

FEBRUARY 1, 2016

Do you nudge your customers? A nudge propels a customer toward the behavior you want – whether it’s purchasing a product, signing up for a subscription or making a repeat visit to a retailer. For example, at a restaurant the other night, a waitress came to my table and said, “Can I start you off with a glass of wine or an appetizer?”

Journey mapping 280

Journey mapping Consulting Consulting Customer emotions 280

Toister Performance Solutions

MAY 21, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Countless customer service employees have told me they can't be a hero. Can you be a hero with every customer?

Advertising 117

Advertising Call Center Personalization Accountability 117

Jon Arnold

AUGUST 15, 2023

You may not know that I have a long history in the smart grid space, including my own Smart Grid Summit event some years back, and a good run being quite involved with Zpryme’s Energy Thought Summit - which is still going strong in Austin. That checks a lot of boxes for me. Photo credit for me speaking - Katie Hochstedt from NCEC.

Technology 52

Technology Contact Center Customer Experience Customer Service 52

AWS Machine Learning

SEPTEMBER 22, 2023

Gone are the days when you need unnatural prompt engineering to get base models, such as GPT-3, to solve your tasks. As a method, RLHF requires that you must first train a reward model that reflects human preferences. We also show you how to perform human evaluation to quantify the improvements of the resulting model.

Engineering 98

Engineering Feedback industry standards Benchmark 98

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. Let me coin the phrase for the first time, “Seat rage” (lol)! She would have told me, “Colin, you catch more flies with honey than vinegar.”.

Airlines 150

Airlines Personalization Customer Experience Customer Service 150

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. Let me coin the phrase for the first time, “Seat rage” (lol)! She would have told me, “Colin, you catch more flies with honey than vinegar.”.

Airlines 150

Airlines Personalization Customer Experience Customer Service 150

Toister Performance Solutions

SEPTEMBER 3, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Your smile is hard to see if you are wearing a mask. In the short term, we can "catch" an attitude from someone else.

Banking 121

Banking Advertising Personalization Customer Service 121

Beyond Philosophy

AUGUST 17, 2016

When customers “catch” negative emotions, they feel them too, and those negative emotions can diminish both short-term spending and long-term value. When customers “catch” negative emotions, they feel them too, and those negative emotions can diminish both short-term spending and long-term value.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Beyond Philosophy

APRIL 7, 2016

I appreciate this is a controversial title – but let me explain! You can see the whole chart here. The idea of Customer Experience is that by improving it, you will increase your emotional engagement with your customers. I have a theory, but bear with me; again it’s a bit controversial! Me: (Sigh).

Consulting 150

Consulting Consulting Customer Experience Customer Service 150

Customer Service Life

NOVEMBER 5, 2018

I’m not crying, you’re crying (at work). Samantha (not her real name) sat across from me in our small contact center. I remember her scampering, post call, out of the office to catch her breath. I remember her scampering, post call, out of the office to catch her breath. Photo cred: Ban.do. Ask for help.

Contact Center 107

Contact Center Feedback Customer Support Customer Service 107

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Watch it here if you missed it!). Madeline Evans (ME): My recommendation would be to prioritize your health scores and usage KPIs.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

ChurnZero

AUGUST 26, 2022

As a CSM, are you stuck in a vicious cycle of overwhelm? You wake up and go to sleep thinking about work. Your doomy to-do list follows you around like a shadow. Nagging thoughts of everything you didn’t get done dominate your free time. It’s a level of comfort you were never programmed to feel.

Accountability 98

Accountability SaaS Engineering Personalization 98

ChurnZero

APRIL 1, 2022

Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? How do you plan to lead through this change? Where are you going to start? You don’t even know where to start? There’s so much to do.

Journey mapping 98

Journey mapping Coaching Morale Feedback 98

Totango

MAY 17, 2023

The idea that CS can own the entire customer journey is both unrealistic and outdated. In the first generation of customer success, CSMs became a catch-all for any activity requiring customer interaction. To me, this felt like a real disconnect. 31% of CS teams also reported spending up to half of their time with sales.

Sales 107

Sales Marketing Metrics APIs 107

NobelBiz

FEBRUARY 10, 2023

So I have two different perspectives to share with you: One is that a business built on promise-keeping and then insisting on it all the way through and advertising it and telling people why and how you do it can be an influence. Then we can become marvelous and lead to other competitors needing to do it just to stay relevant.

Advertising 52

Advertising Contact Center Accountability Customer Experience 52

Spearline

APRIL 13, 2023

Do you ever find yourself struggling to hear clearly during important business calls? If so, you’re not alone! Let me share the most common reasons for quality issues and four ways that you can help your business to achieve improved audio quality through call quality testing. Why is Quality so Important?

Benchmark 52

Benchmark SaaS Enterprise Contact Center 52

JivoChat

OCTOBER 16, 2022

Writing attractive email subject lines for sales can be the factor that makes someone open your email or not. You can do that by offering a benefit, instigating curiosity, or announcing exciting news, for instance. You need to find your way to start a conversation with your target audience. . Keep It Short.

Sales 75

Sales Personalization B2B outsourcing 75

Interactions

AUGUST 19, 2021

If you’re like me, you have a whole lot of starred emails, saved pdfs, and bookmarked articles that I plan on reading “when I get the chance.” The good news is that summer is the perfect time for catching up on things that you may have run out of time to do during other parts of the year. What did we find?

Best practices 62

Best practices Wait times Surveys Contact Center 62

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. You can find even more of Tim’s answers on the CXology blog here. But we can’t do it all. What do you recommend? To build on that, you constantly iterate.

Sales 52

Sales Accountability Advertising Marketing 52