Beyond Philosophy

MAY 31, 2019

You have probably seen the meme on social media or heard John Mulaney’s joke about the surprising non-issue quicksand presents in adulthood: How to Design for Uncertainty in Your CX. So, what does that mean for your Customer Experience? Communicating these things is paramount for your Customer Experience. .

Customer Experience 318

Customer Experience Consulting Consulting Benchmark 318

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

JANUARY 16, 2019

We always connect the academic findings to Customer Experience on the podcast (and in our most recent book.) However, we think that isn’t the case for what we need for Customer Experience. Once you translate these ideas from academia to your Customer Experience, your program will hold up to customer scrutiny, too. .

Customer Experience 279

Customer Experience Benchmark Engineering Consulting 279

ShepHyken

OCTOBER 19, 2018

Other areas of personalization include tailored product recommendations, personalized content widgets, and customized overlays that fire on exit intent. Of course, these kinds of functionalities typically rest with marketing, yet they very much impact the overall customer experience. So, how is AI changing customer experience?

Customer Service 278

Customer Service Automotive Airlines Chatbots 278

Beyond Philosophy

MARCH 28, 2016

There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. When it comes to having a great Customer Experience, all organizations have made mistakes. Chances are, you are making more than one.

Customer Experience 283

Customer Experience Consulting Consulting Call Center 283

Beyond Philosophy

JULY 22, 2021

For example, one of the recent debates asked the question, is Customer Experience the new marketing? . Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. In my view, I do not think Customer Experience replaces traditional marketing.

Marketing 221

Marketing Customer Experience Consulting Consulting 221

Beyond Philosophy

MAY 8, 2017

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint.

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

MARCH 31, 2022

Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. These firms use the present inflationary environment as an opportunity to raise prices. This move is equally poor to cutting costs in the customer service department. appeared first on CX Consulting.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Beyond Philosophy

DECEMBER 10, 2015

He explains that all of us have two selves that experience things: the experiencing self and the remembering self. The experiencing self lives in the present. It’s this self that is living the experience. It can be the screech that ruins your Customer Experience. Customers’ Emotions Are Predictable.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

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

Beyond Philosophy

MAY 21, 2021

From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences. Nir Eyal, author, consultant, and investor, created a two-by-two framework into different lying categories. Does Lying Affect Your Customer Experience?

Customer Experience 221

Customer Experience Consulting Consulting Personalization 221

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. It appeals to the logical, pattern-oriented left brain, involved in making decisions that shape the customer experience.

Analytics 202

Analytics Employee engagement Morale Surveys 202

Beyond Philosophy

FEBRUARY 8, 2024

Language is essential to your customer experience , so today, I thought we could examine why. My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language.

Scripts 195

Scripts Consulting Consulting Personalization 195

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

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response!

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

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

Beyond Philosophy

JULY 11, 2016

If you haven’t gone online with your Customer Experience, too, it’s time. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

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

Beyond Philosophy

AUGUST 20, 2020

I am fascinated by the significance of emotion as drivers of customer experience and behavior. Professor Melumad’s research signals the importance of considering the emotional aspect of an experience. The post Reviews Completed on Your Phone Are More Emotional appeared first on CX Consulting.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. They build scripts within call centers to get customers to say yes to things early, effectively getting them in the habit of saying yes. Why Customers Make Strange Decisions.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

FEBRUARY 6, 2020

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth.

Marketing 405

Marketing Entertainment Consulting Consulting 405

Beyond Philosophy

OCTOBER 12, 2016

Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. When you make something personal for a customer, you start to create an emotional relationship with your product or service.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

FEBRUARY 25, 2021

He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history. This global Customer Experience consultancy was named as one of the best management consultancies by Financial Times for the third year in a row this year. appeared first on CX Consulting.

Consulting 195

Consulting Consulting Personalization Management 195

TeleDirect

JUNE 2, 2021

Improving the customer experience – it’s something most companies want, and probably every enterprise needs. Keep your customers happy with an enhanced user experience, and chances are those clients are with you for the long haul. Great Customer Engagement Ideas & Other Ways to Improve the Customer Experience.

Customer Experience 59

Customer Experience Journey mapping Business Process Outsourcing outsourcing 59

Beyond Philosophy

MARCH 27, 2017

But Jones’s departure, in my view, is just a symptom of the larger problems that are dragging down Uber’s reputation and, ultimately, its customer experience. Last month, a former Uber engineer published a blog post saying discrimination and sexual harassment was largely ignored by Uber management and human resources personnel.

Airlines 337

Airlines Consulting Consulting Engineering 337

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”, Register here. The post “U.S.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. In my business, I use stories to convey messages that will help an organization improve its Customer Experience.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Beyond Philosophy

SEPTEMBER 12, 2016

Professor Ryan Hamilton of Emory University and I wrote a book about this concept called, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we explain how this irrationality inherent to the human condition manifests itself in our daily lives. What Do Your Customers REALLY Want?

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

MARCH 12, 2015

I am sure that you raised your hand a few times during this presentation. Your Customers would raise their hands during this TED talk also. It is a blend of an organizations rational performance, the senses stimulated and emotions evoked and intuitively measured against Customer expectations across all moments of contact.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. What is customer experience (CX)? . What is user experience (UX)? .

Customer Experience 131

Customer Experience Consulting Consulting Marketing 131

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. In my experience, competent dealing with customers’ dissatisfaction is an area where many organizations fail. Hence the five rules I present today.

Consulting 383

Consulting Consulting Call Center Metrics 383

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? If you’re going to have a job improving Customer Experience, you should first define which parts of your experience drive value.

Consulting 444

Consulting Consulting Customer Experience Metrics 444

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Secondly, the UK are not as customer-centric as U.S

Customer centricity 382

Customer centricity Consulting Consulting Banking 382