Beyond Philosophy

JULY 18, 2020

Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. The goal is to mimic the human mind. Decide what the appropriate response would be to each group. Key Takeaways.

Customer emotions 286

Customer emotions Education Consulting Consulting 286

ShepHyken

JANUARY 5, 2018

I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly. According to Forbes , Businesses are losing $62 billion per year through poor customer service. According to Forbes , Businesses are losing $62 billion per year through poor customer service.

Customer Service 203

Customer Service Multi-channel support Customer Experience Personalization 203

Beyond Philosophy

OCTOBER 20, 2022

It combines data, behavioral science, and artificial intelligence (AI) to gain insight into customer behavior and predicts what they will do next. On another podcast , we learned about how AI has some shortcomings, but they are humanity’s fault. However, they think they do. ” Guess what?

Banking 195

Banking Contact Center Coaching Self service 195

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. . Furthermore, we screen out or ignore information inconsistent with what we believe.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

OCTOBER 9, 2015

Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. The biggest part, WHY people do what they do is, as of yet, missing from Big Data.

Big data 410

Big data Consulting Consulting Morale 410

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. We believe it will fix everything for us.

Self service 221

Self service Analytics Personalization Consulting 221

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. So how do you get happy employees and how does it affect Customer Experience? The answer is easy to say and harder to do.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

JUNE 17, 2020

We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. If the results are opposite to what they believe, then these individuals attack the methodology.

Consulting 300

Consulting Consulting Customer Experience Management 300

Beyond Philosophy

MAY 14, 2020

In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. It creates a virtuous cycle.

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

JANUARY 28, 2019

However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. You go into business to make money. Obviously, if you can point to an increase in revenue, do that.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

AUGUST 13, 2020

Do you know what annoys me? After all, how much joy do you need to buy paper towels? So, What is Customer Effort and a Customer Effort Score? One is intuitive, meaning easy for us to do, and automatic with few drags on our cognitive resources. Humans adapted to conserve energy as a result.

Customer effort 457

Customer effort Government Consulting Consulting 457

ShepHyken

JULY 22, 2016

This week on our Friends on Friday guest blog post my colleague, Boaz Amidor, shares four techniques that have striking, measurable results when it comes to the efficiency of the Customer Support Program of companies providing online and mobile customer support. It is no doubt that excellent customer support is crucial to success. Shep Hyken.

Journey mapping 180

Journey mapping Customer Support Feedback Surveys 180

Beyond Philosophy

JULY 24, 2019

Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Furthermore, I believe this could lead to their downfall. Furthermore, I believe this could lead to their downfall. We believe the loss of trust is going to be a massive issue moving forward. .

Customer centricity 348

Customer centricity Government Morale Advertising 348

Beyond Philosophy

APRIL 30, 2020

We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.

Consulting 404

Consulting Consulting Healthcare Advertising 404

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. Knowing this, it is critical that you plan your self-service options well. As many as 2/3 of Customer service interactions will occur without human-to-human contact. Customers value trust.

Self service 402

Self service Best practices Customer Experience Call Center 402

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” In an article, that is still one of my most commented-on blog posts , I spoke of the true intent of this question. I once heard Chip Bell rephrase the question to “What else can I help you learn today?”

Contact Center 104

Contact Center Average Handle Time Surveys Customer Support 104

Beyond Philosophy

JANUARY 16, 2019

The reason, I believe, is the language. You come away from it thinking the person who wrote it is very clever, but don’t understand what he or she said at all. My co-author and podcast co-host Professor Ryan Hamilton jokes that academic research is not written for a human audience. He does it because he likes to do it.

Customer Experience 279

Customer Experience Benchmark Engineering Consulting 279

ShepHyken

JULY 14, 2017

This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. Have you ever received a negative review? What are Fake Reviews? “a Shep Hyken.

Customer Experience 112

Customer Experience Morale Advertising Marketing 112

Beyond Philosophy

OCTOBER 28, 2021

So, What’s the Problem? Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . The Breakthrough Experiences are what create the phenomenal memories that bring customers back. So, How DO You Save Customer Experience?

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

Beyond Philosophy

SEPTEMBER 5, 2016

You are irrational. Unless you happen to know a Vulcan, everyone you know is irrational. Irrational behavior makes some business leaders nervous; it is so unpredictable and hard to track. Don’t believe me? Ask yourself, would you walk down this alley? Ask yourself, would you walk down this alley?

Consulting 0

Consulting Consulting Customer Experience Sales 0

Beyond Philosophy

SEPTEMBER 19, 2019

Today’s business world is increasingly focused on automation and AI. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. . While it is not a massive decline, it is disappointing to see this trend given the significance of Customer Experience in business.

Big data 283

Big data Consulting Consulting Customer Experience 283

Beyond Philosophy

JANUARY 5, 2021

How about you? Chances are you are ready to call this year last year, too. Although this year has been anything but usual, we typically look back at this time of year to review what we have learned. So, for better or worse, we shall do that for 2020 as well. We have a renewed appreciation for human resilience.

Consulting 221

Consulting Consulting Government Coaching 221

Beyond Philosophy

DECEMBER 31, 2019

Some of the people who came to us for help only did so because other people were doing it. . Many senior managers believe that we’ve given Customer Experience a fair crack of the whip. . One problem with this is that many organizations do not track their results in the right way. However, retention is essential, too.

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? We also discussed why recognizing them is essential to your bottom line and some steps you can take to prevent them. . We also discussed why recognizing them is essential to your bottom line and some steps you can take to prevent them. .

Consulting 448

Consulting Consulting Call Center Personalization 448

Beyond Philosophy

FEBRUARY 13, 2019

However, if you can’t apply it to solve your practical needs, it is useless. However, there is another crucial thing you need to know about theory, especially regarding Customer Experience. If you are making this mistake, too, we also shared how to fix it. If you are making this mistake, too, we also shared how to fix it.

Consulting 230

Consulting Consulting Benchmark Government 230

Beyond Philosophy

NOVEMBER 17, 2022

The current environment I describe is very stressful, with many things you cannot control, which makes a few things on the path forward uncertain. So, I put it out there on LinkedIn to find out what some of you felt about everything with a poll question, “What are you expecting the business environment will be over the next year?”

Management 195

Management Consulting Consulting Marketing 195

Beyond Philosophy

JANUARY 10, 2018

What they found was that oldest children, and especially oldest sons, do become CEOs more often than their younger siblings. This is especially true of family owned businesses, where it is often traditional to hand the reins over to an oldest child. Customers, like human beings in general, are irrational.

Consulting 379

Consulting Consulting Customer Experience 379

Beyond Philosophy

MARCH 27, 2017

He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”. This is, I believe, a step in the right direction.

Airlines 337

Airlines Consulting Consulting Engineering 337

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role? But what’s the best approach? And what about offshore? It’s our thing.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. The big IT companies are coercing organizations to believe all they have to do is buy an IT system and their Customer Experience will improve by magic. Of course I know what the Customer Experience is about!”. Are you sure?

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

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. Therefore, not paying attention to this detail can be disastrous for your business.

Marketing 405

Marketing Entertainment Consulting Consulting 405

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. The human memory isn’t as reliable as we would like to think. The human memory isn’t as reliable as we would like to think. Don’t believe me? Stumped again?

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Nicereply

JANUARY 17, 2024

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? Why solve customer complaints? Satisfied customers become advocates.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Beyond Philosophy

APRIL 27, 2015

Yes, I had achieved what I set out to achieve at the beginning of my career. It was a real climb, especially when you consider my first job out of school was filling freezer food cabinets in a frozen food retailer. The only problem was I was terrified to do it. Deciding to Do It Anyway. Nevertheless, it intrigued me.

Consulting 268

Consulting Consulting Customer Experience Personalization 268

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

JANUARY 8, 2018

From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. While in conversation at a conference where I was speaking, I asked someone what he did for a living. I asked if the organization was doing anything different than a year ago. Business is about supply and demand.

Customer Experience 313

Customer Experience Consulting Consulting Marketing 313

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? So why is it that doing something different does create such success for specific brands? If you haven’t read it yet, I highly recommend you do.

Metrics 371

Metrics Engineering Consulting Consulting 371