Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences. He predicts that customers can ask, “Hey!

Airlines 222

Airlines Self service Call Center Personalization 222

Beyond Philosophy

MARCH 12, 2015

I love watching what people, and Customers do. Have you ever clicked your mouse or trackpad several times when your computer hangs up even though you know it won’t make the hourglass or color wheel go away any faster and might make the situation worse? Your Customers would raise their hands during this TED talk also.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Fonolo

JANUARY 12, 2021

This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. Genesys virtual queuing is called Virtual Queuing, one of the original competitors to VHT’s Virtual Hold product.

Automatic Callback 137

Automatic Callback Cloud contact Contact Center Interactive Voice Response 137

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. It didn’t work. .

Customer emotions 392

Customer emotions Consulting Consulting Call Center 392

aircall

NOVEMBER 15, 2022

I can say with confidence that I made the right call by joining Aircall after this Hackathon. Our team’s idea was a chat application, which would be embedded in an Integration like Intercom, where an agent can collect contact details of customers and connect with them later to follow up on customer queries. Idea Presentation.

Engineering 124

Engineering Surveys Personalization Management 124

Beyond Philosophy

JULY 16, 2019

We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. However, it could also be the words to use on the packaging, pricing, or the sizes you offer and what you call them. I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches.

Journey mapping 317

Journey mapping Consulting Consulting Banking 317

VirtualPBX

FEBRUARY 17, 2022

An SLA, or Service Level Agreement, is a commitment between a service provider and its customers. Now, as a business owner, you are probably wondering what value this will bring to your company when it concerns customer calls? ” In the United States, customer wait time on a call averages out at 13 minutes.

Best practices 98

Best practices Service level Wait times Metrics 98

Beyond Philosophy

APRIL 4, 2019

Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast. We also explained how the two concepts are crucial to creating brand and customer loyalty. Customer Experience delivers against that promise. What does that mean?

Call Center 327

Call Center Consulting Consulting Benchmark 327

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. However, this part isn’t relevant to customers. What matters is the brand in your customers’ minds, memories, thoughts, and emotions.

Banking 363

Banking Construction Accountability Advertising 363

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. I carry over this self-management strategy to my behavior as a customer. Your customers are like this, too. We discussed how the time of day that the experience occurs affects Customer Experience on our recent podcast.

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Both of these pleasant scents stimulate happy feelings and promote your desire to buy.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

OCTOBER 20, 2014

These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience. They often disguise their toxicity as “constructive criticism” or calling themselves “realists.” What makes a toxic employee?

Construction 293

Construction Morale Consulting Consulting 293

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

Metrics 314

Metrics Finance Surveys Consulting 314

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Consulting 403

Consulting Consulting Customer Experience 403

Steve DiGioia

MARCH 25, 2020

So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstand the revenue losses during the imposed shutdowns.

Personalization 262

Personalization Management Sales Customer Service 262

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It starts with understanding the customer journey and how they feel during the different moments of their experience.

Journey mapping 374

Journey mapping Customer emotions Scripts Consulting 374

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. However, in our research, we never find price or features are the most important things.

Consulting 379

Consulting Consulting Education Benchmark 379

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Beyond Philosophy

JUNE 22, 2023

Patrick says adding these constraints enables you to make decisions that align with your identity and create more fun and happiness. She calls this approach compassionate self-control, meaning your needs drive your decision. She calls this approach compassionate self-control, meaning your needs drive your decision.

Personalization 358

Personalization Marketing Consulting Consulting 358

Beyond Philosophy

MARCH 28, 2019

It’s called Risk Aversion, and we all have it to some degree. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. We discussed uncertainty in business and Customer Experience and how to cope with it in a recent podcast. 38 seconds.

Management 359

Management Consulting Consulting Benchmark 359

Beyond Philosophy

APRIL 14, 2015

Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. If you don’t hear your CEO talking, emailing, or meeting about Customers, he or she isn’t focused on them.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. A pproach customers with a personalized warm welcome.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Beyond Philosophy

APRIL 20, 2023

I have made a couple of good calls, too. Plus, my boss used to call me every night and ask what I did that day, which I hated. ” In every dreaded phone call with my boss about my daily activity, the intention of that idiom was clear to me. .” Sure, the mistake part is trouble, but you learn a lot from them.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

Beyond Philosophy

FEBRUARY 24, 2015

Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever they might be.

Customer centricity 306

Customer centricity Customer retention Consulting Consulting 306

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). In this cluster, you see only two, which are happy and pleased.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

AUGUST 25, 2019

Then, everybody walks away happy—and there’s nothing wrong with that. Then, everybody walks away happy—and there’s nothing wrong with that. For example, your business might go under if you treat too many people like family and not enough like customers. Imagine you are selling a used car. Would you haggle as hard?

Morale 359

Morale B2B Consulting Consulting 359

Beyond Philosophy

MARCH 23, 2023

I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. We call it Employee Experience because it is alliterative and goes with Customer Experience. Unfortunately, that isn’t my concept.

Management 195

Management Personalization Customer Experience Consulting 195

Peter Lavers

FEBRUARY 6, 2018

A little while ago a Helsinki-based customer feedback analytics company called Lumoa asked me to contribute to a blog series they were writing on the future of Customer Experience, and what its challenges will be on 2018. I was happy to participate, and the blog with my contribution has just been published.

Customer Experience 100

Customer Experience B2B Analytics Feedback 100

VirtualPBX

SEPTEMBER 24, 2021

Today’s blog will share five types of business VoIP features designed with busy professionals in mind. DND allows you to pause all incoming call activity temporarily. Furthermore, you’ll have the ability to direct callers to a default call flow such as an assistant or voicemail box. Integrations. Dynamic Voicemail Boxes.

voip 98

voip Call Logging Telecommunications Call flow 98

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. Some of the best leaders have a higher EQ than IQ.

Management 195

Management Personalization Call Center Customer Experience 195

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. Another is the effect of anticipation, or what Chen calls the “Are we there yet?” We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives.

Feedback 487

Feedback Consulting Consulting Government 487

Beyond Philosophy

JANUARY 10, 2019

Understanding Customers’ Mental Budgets. The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast. It wasn’t a huge amount, but it was a nice windfall.

Accountability 318

Accountability Customer Experience Entertainment Benchmark 318

Fonolo

MARCH 16, 2021

Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. cctr #fcr Click To Tweet.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers. Not at all.

Consulting 140

Consulting Consulting Surveys Feedback 140