Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

NOVEMBER 23, 2023

This regret got me thinking about all the ways it affects an experience. Regret isn’t an emotion only for disappointed new customers. My disappointment over several experiences eroded that loyalty and sent me looking for alternatives. To explain that, we must first realize that we have different versions of “selves.”

Feedback 195

Feedback Marketing Sales Personalization 195

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. My oldest daughter has a new baby.

Consulting 406

Consulting Consulting Marketing Personalization 406

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

FEBRUARY 1, 2021

The basis for many customer decisions has shifted. KPMG Nunwood report from 2020, based on their Global Covid-19 tracker found: 90% of customers are willing to pay more for ethical retailers. 71% of customers say, if they perceive a brand is putting profit over people they will lose trust in that brand forever.

Marketing 369

Marketing Consulting Consulting Construction 369

Beyond Philosophy

NOVEMBER 18, 2021

Unfortunately, panic buying shows that the difference between everyday life and chaos has a thin margin. However, it also reveals a powerful tool in your customer strategy: Scarcity. Objective vs. Subjective Scarcity. When you think about Scarcity for the everyday consumer, there are two primary ways we experience it.

Marketing 221

Marketing Sales Consulting Consulting 221

Beyond Philosophy

DECEMBER 1, 2014

There are plenty of ways to look at the sometimes competing interests of the desire for maximum return on investment and the desire to use a superior customer experience as a point of differentiation for competitive business advantage. Profits (Short Term) vs. Brand Equity (Long Term). It’s hard to say.

Airlines 418

Airlines Banking Accountability Consulting 418

Interactions

MARCH 28, 2024

Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations. 94% of consumers say they expect better customer service than they currently receive. The answer?

Surveys 62

Surveys Customer centricity Contact Center Chatbots 62

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 326

Customer Service Journey mapping Customer Experience Feedback 326

Beyond Philosophy

MAY 26, 2022

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. Perhaps a different tack is in order. Twenty different research papers will likely give you twenty different meanings.

Personalization 195

Personalization Marketing Consulting Consulting 195

Beyond Philosophy

APRIL 9, 2020

However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Lieberman shared what she learned and how we can apply it to generate customer-driven growth. Lieberman says this idea is further nuanced by the different types of social norms.

Consulting 435

Consulting Consulting Finance Accountability 435

Beyond Philosophy

DECEMBER 8, 2022

9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. It also adds new features that will enhance the experience. Video games demonstrate this concept well, too.

Consulting 195

Consulting Consulting Metrics Personalization 195

ChurnZero

DECEMBER 29, 2020

Now, I’ll spare you my attempt at summarizing this last year because it looked different for all of us. Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Beyond Philosophy

SEPTEMBER 13, 2019

This psychological principle could have a significant influence on how customers behave in your Customer Experience. . Your Heuristics vs. Our Heuristics. I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . How did you come to that determination? .

Banking 325

Banking Consulting Consulting Government 325

ProProfs Blog

MARCH 27, 2020

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. best customer experience. ”. best customer experience. ”.

Multichannel 158

Multichannel Customer Support Analytics Entertainment 158

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. We discussed how to measure customer emotions on our recent podcast. Effectively, NPS estimates how likely a customer is to recommend your product or service to their friends and family. How Do We Measure a Feeling?

Customer emotions 324

Customer emotions Consulting Consulting Customer Experience 324

ProProfs Blog

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. Each of these terms is customer-facing disciplines, but they cannot be used in place of the other. So, what can you do to get these Customer Satisfaction Score (CSAT) up?

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Customer Support Customer Service Customer centricity Chatbots 146

Beyond Philosophy

OCTOBER 31, 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. Needless to say, living under the Ottoman Turks (to be excused by the contemporary ones) was much different and quite harsh, to say the least, compared to living in the United Kingdom of Great Britain.

Customer Experience 381

Customer Experience Banking Consulting Consulting 381

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. Needless to say, living under the Ottoman Turks (to be excused by the contemporary ones) was much different and quite harsh, to say the least, compared to living in the United Kingdom of Great Britain.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Nicereply

MARCH 8, 2023

Customer service vs. customer success. They both affect customer experience, but are they the same thing? And if not, what’s the difference? Are you utilizing these tools to give your customers a positive customer experience ? Customer service is reactive.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

ProProfs Blog

JANUARY 28, 2021

If you search the web, you’ll find valuable studies and statistics on customer satisfaction. Those can help you shed light on your own customers’ behavior and understand some of their needs or struggles. But what the studies don’t teach you is how to reach out to your customers and build a friendly relationship with them.

Feedback 148

Feedback Surveys Customer Support Sales 148

Beyond Philosophy

FEBRUARY 13, 2019

However, there is another crucial thing you need to know about theory, especially regarding Customer Experience. People get theory wrong with Customer Experience. This idea is significant and different from what we expect with science. The Problems with Theory and Customer Experience Strategy.

Consulting 230

Consulting Consulting Benchmark Government 230

Beyond Philosophy

MAY 12, 2022

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. I came to this realization in a discussion I had recently with a voice of customer expert. It Starts with Customer Science.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

JustCall

NOVEMBER 23, 2022

The terms customer service and customer experience differ considerably despite being used interchangeably. In simple terms, customer service is one aspect of a comprehensive customer experience. Hence we can say that customer service and experience are equally crucial to your company’s success.

Customer Experience 52

Customer Experience Customer Service Journey mapping Chatbots 52

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal? Customer loyalty is a bit different.

Airlines 344

Airlines Consulting Consulting Education 344

VirtualPBX

OCTOBER 4, 2023

In today’s digital age, businesses are constantly seeking effective communication channels to connect with their customers. This blog explores the benefits of both options, backed by statistics and real-world examples. Customers often perceive businesses with toll-free numbers as more established and reliable.

Real estate 98

Real estate Marketing Sales Customer Support 98

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

TeleDirect

APRIL 6, 2023

Discover the difference between multichannel and omnichannel contact center services. Learn how businesses can use each approach to engage with customers across channels and improve customer satisfaction. Multichannel vs. Omnichannel Contact Center: What Is the Difference? So, let’s say you run a nail salon.

Multichannel 62

Multichannel Advertising outsourcing Scripts 62

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

SmartAction

FEBRUARY 27, 2023

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle.

Interactive Voice Response 74

Interactive Voice Response Contact Center Virtual Agent Self service 74

AWS Machine Learning

FEBRUARY 13, 2024

BigBasket serves over 10 million customers. Customer challenges Today, most supermarkets and physical stores in India provide manual checkout at the checkout counter. In most stores, the checkout counter is different from the weighing counters, which adds to the friction in the customer purchase journey.

Engineering 98

Engineering Gamification Scripts Big data 98

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. We’ll also highlight essential tools for a successful hyper-personalization strategy.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

GetFeedback

MAY 23, 2019

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. . They’re used in different ways to make different decisions.

Surveys 123

Surveys Metrics Accountability Wait times 123

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? Understanding Customer Success.

Customer Experience 97

Customer Experience Accountability Upselling SaaS 97

OctopusTech

AUGUST 27, 2022

Chatbot Vs. Live Chat: Which is best for your business? Artificial intelligence (AI) has played a significant role in transforming businesses from transactional to conversational interaction and engagement with customers. So, are you too confused about the right customer service platform for your business? What Is A Chatbot?

Chatbots 62

Chatbots Finance Healthcare Personalization 62

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. Some concerns around customers feeling like they are being spammed. Watch it here if you missed it!). How much is too much automation?

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Accountability Chatbots Surveys Journey mapping 98