Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Here are a few we shared: 1.

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Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . Still, the most significant one to them was whether the customers came back again.

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Beyond Philosophy

APRIL 5, 2017

Businesses need to be mindful of mistakes they make that impact their employees and customers. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. The emotional state of a customer or colleague, then, is significant and needs to be considered when making an apology.

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Journey mapping Accountability Banking Consulting 334

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Mandy Morgan wrote in with a litany of comments that support how I feel. Customer service is not going well these days, and many problems are out there.

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Beyond Philosophy

MARCH 10, 2015

You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. So how do you recover from a mistake with your customers? Give them the facts of the situation and avoid blame. Show how you are going to avoid the problem in the future.

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Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Also, treating customers well is good for employees. Also, treating customers well is good for employees.

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Airlines Metrics Accountability SaaS 273

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. I wondered how I did that. 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.

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Customer centricity Airlines Consulting Consulting 427

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.

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Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

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Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

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Beyond Philosophy

MAY 19, 2022

So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . Last year, Apple increased its subscription service, and its services revenue went up 24 percent. Apple’s services segment is up to $19.5 We are in a bit of a subscription economy.

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Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. There is a process, and today we will look at when and how you should sack a customer. . Robert, who works in software development, has a pickle from time to time with annoying customers. How should companies decide when and who should make the final decision?

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Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Siawash Popal. Reuben Yontan.

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ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Yes, this is wrong, and that’s how people reacted when they read the news. What is Customer Service Recovery?

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Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

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Beyond Philosophy

MARCH 10, 2022

What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. . Also, Durante says that serendipity increases how much people like an experience relative to the same experience without it. Serendipity in Customer Experiences. It feels like magic.

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JustCall

FEBRUARY 7, 2024

This blog is all about understanding call quality and how it can help you build outstanding Quality of Experience (QoE) for your customers. So what does a bad-quality call look or sound like? You can fix it by switching to a wired internet connection and by avoiding transferring large files while on a call.

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Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience. Moreover, these tales set unrealistic expectations.

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Nicereply

JANUARY 25, 2022

For a business, there’s nothing better than knowing you’ve delivered an exceptional customer experience. You crave those moments when you exceed your customers’ expectations and successfully carry out your brand vision. On the flip side, there’s nothing worse than failing your customers and not living up to your customer service goals.

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Nicereply

MAY 25, 2022

Something will go wrong, mistakes will be made and customers will be upset. In fact, a genuine apology is more effective in service recovery than compensation alone. The Carey School of Business found that only 37% of upset customers were satisfied when offered something in return for the issue. Was it time-consuming?

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Customer Service Accountability Personalization Education 105

Nicereply

FEBRUARY 18, 2020

It’s important to have an easy-to-remember framework that you can fall back on when bad customer experiences occur. If you work in customer service, I’m willing to bet that dealing with unhappy customers is not your favorite part of your job. Become an advocate for your customers.

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Customer Experience Healthcare Customer centricity Customer retention 95

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. It’s clear that overwhelming customers with frequent, long surveys aren’t a practical strategy. There’s a huge difference, right?

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Nicereply

AUGUST 28, 2023

Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. But it doesn’t have to be this way.

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Nicereply

SEPTEMBER 2, 2020

Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts team morale and retention rate. To make money, businesses need customers. Ideally, these customers are happy, tell their friends about you, and keep coming back. Customer satisfaction is the difference between surviving and thriving.

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Airlines Morale B2C Feedback 126

ProProfs Blog

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Fast forward to 2020.

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Nicereply

JULY 14, 2022

This will help you to be sure your customer service email resolves the situation appropriately. There’s a very tangible moment when you realize that something has gone very wrong with a customer or client. Whatever happened, you are now in a tough situation. Identify What Makes The Situation So Challenging.

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Nicereply

APRIL 3, 2020

But tough customer conversations can be just that – tough. In customer service, you’re bound to come across a difficult situation or two. People have bad days, get confused, and things go wrong. Tough conversations are a part of life and in business, it’s no different. Silence Your Judgements.

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Morale Customer Support Customer retention Personalization 101

Toister Performance Solutions

DECEMBER 31, 2019

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. Here are five common mistakes companies make with corporate values, and how you can fix them.

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Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

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Nicereply

MAY 29, 2023

Boost customer satisfaction with our 42 expert-crafted live chat scripts. Enhance your team’s service performance today! Given the choice, your customers would choose your live chat option 100% of the time. Live chat support is just so convenient for customers. Okay, okay, maybe I’m projecting.

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Scripts Customer Service Feedback Personalization 52

Nicereply

FEBRUARY 9, 2022

Read our first piece of Support talks with Craig Stoss and Paul Tucker , Head of Customer Support at EveryoneSocial , focuses on the last of those three points. . Read our first piece of Support talks with Craig Stoss and Paul Tucker , Head of Customer Support at EveryoneSocial , focuses on the last of those three points. .

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Global Response

MARCH 27, 2023

Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. 68% of customers will pay more for products or services from brands known for their excellent customer service.

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Nicereply

JULY 22, 2021

Measuring customer satisfaction means having a better idea of what works to keep customers satisfied – and what leaves them unhappy. Of all the metrics used to measure customer experience, customer satisfaction is the most prevalent. CSAT is the time-tested method of measuring customer service. .

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Benchmark Surveys Metrics Feedback 98

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. Is this a quick fix or a bigger problem?

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Surveys Feedback Personalization Metrics 89

Customers That Stick

FEBRUARY 5, 2015

Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. I was ravenous.

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Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

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Customer centricity Airlines Metrics Feedback 83

Toister Performance Solutions

MAY 7, 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. The research started as a quest to discover the most effective ways to delight customers. What is customer effort?

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