Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. Patterson and her team spoke with the customer service teams, customers, and sales teams.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. I am a detractor and that is what has motivated me to write this blog. It’s lose-lose.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

ShepHyken

OCTOBER 19, 2018

The CX industry is primed for a breakout in the application of artificial intelligence — as other fields like biotech, healthcare, automotive, and cybersecurity have also seen. Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. So, how is AI changing customer experience?

Customer Service 278

Customer Service Automotive Airlines Chatbots 278

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Global Response

OCTOBER 6, 2023

In fact, BPO consulting is a key way to add scalability to your business and grow your business quickly. At its core, BPO consultants will help audit your processes and existing systems in order to improve efficiency, productivity and operations. How exactly can BPO consultants drive business growth for your company?

Consulting 62

Consulting Consulting Business Process Outsourcing outsourcing 62

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

ShepHyken

JULY 28, 2017

This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . The post Guest Blog: Becoming a Blockbuster?

Consulting 199

Consulting Consulting Marketing Customer Experience 199

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. It’s a simple concept, really. Some do both.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. Using scents to help create a positive experience for your retail customers works for many different industries though. Don’t underestimate the scent in your retail experience design. How it smells affects how it sells.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time.

Consulting 98

Consulting Consulting Best practices Upselling 98

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Here are my top five picks from last week.

Customer Service 373

Customer Service Consulting Consulting Surveys 373

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

FEBRUARY 29, 2016

Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. The post Industry Secrets Leaked – Predicting Customer Behavior!

Coaching 279

Coaching Consulting Consulting Customer Experience 279

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.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

NOVEMBER 29, 0002

This shows to me how lying can be endemic throughout an industry, and it starts at the top. As Customer Experience consultants, we can tell you that trust is an important thing for a Customer Experience. In every Customer Experience, customers feel emotions that reflect on their memory of the experience.

Consulting 282

Consulting Consulting Customer Experience Sales 282

ShepHyken

OCTOBER 5, 2018

Their intuitive shopping interface, wide selection, one-click ordering, and fast shipping have become the industry standard. New Direct-to-Consumer companies are flourishing by focusing on building strong relationships with their customers that they own directly, bolstered by better experiences.

industry standards 212

industry standards Personalization Engineering Consulting 212

ShepHyken

FEBRUARY 10, 2017

This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. His passion is music, and he explained how he wanted to make a career in this industry. Shep Hyken. It is evident in many companies.

Education 185

Education Consulting Consulting Personalization 185

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. The result? Higher brand loyalty.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. Inclusive Design Redesigning the customer experience will require implementing inclusive design strategies. Inclusive CX posits that every individual has the right to full and equal participation in the customer experience.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Chip Bell

NOVEMBER 17, 2020

First, thank you Chip for allowing me to offer this guest blog. Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support. Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals.

Customer Experience 111

Customer Experience Wireless Consulting Consulting 111

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I won’t even get into why they Scottish chose not to go.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Nuance

MARCH 23, 2021

billion customer interactions with telecom companies — a number that iGR, a market research consultancy, predicts will increase to 1.765 billion within the next two years. Unfortunately, prevalent fraud in the industry threatens the security of each of these interactions. Each year, there are 1.62 This is a summary.

Customer Experience 92

Customer Experience Consulting Consulting Marketing 92

CSM Magazine

MAY 15, 2023

Customer experience (CX) in healthcare is how patients perceive their interactions with healthcare providers. A positive approach to improve customer experience assures the company’s growth in terms of revenue and building brand loyalty. Healthcare is one of the fastest-growing industries.

Healthcare 52

Healthcare Customer Experience Chatbots Consulting 52

ShepHyken

NOVEMBER 10, 2017

According to an industry survey , 44% of total online consumers reveal that receiving answers to product questions by a live person during online purchase activity is one of the most important website features. The post Guest Blog: Live Chat Simplifies the Customer Journey appeared first on Shep Hyken.

Transportation 185

Transportation Analytics Banking Metrics 185

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 experience lagniappe.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

ShepHyken

OCTOBER 26, 2018

My guess is that your poor experiences will be at least quadruple the number of extraordinary experiences. Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. Stars, diamonds, and ratings don’t make an organization, people do.

Consulting 125

Consulting Consulting Sales Marketing 125

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Further, they are principally macro measures, and limited as enablers for taking detailed, granular experience action.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

SaaS 52

SaaS Upselling Education Customer retention 52

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience. Remember the Nordstrom Way.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these. A Transporter By Any Other Name.

Contact Center 107

Contact Center Transportation Customer Experience Wireless 107