Beyond Philosophy

FEBRUARY 15, 2024

If the selected emotion doesn’t inspire customer behavior that moves the needle in essential areas of your business, you should rethink your choice. Researchers who study emotions are specific. For example, consider the two emotions: anger and sadness. Both are negative emotions. However, anger is a hot emotion that incites action.

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Customer emotions Call Center Customer Experience Customer Support 222

Beyond Philosophy

MARCH 28, 2024

If there were one rule to follow to lose all the weight we wanted or to gain the wealth we wanted for ourselves and our families, we would be ecstatic to implement it, wouldn’t we? After all, I’ve been trying to learn the guitar for the past three years. What’s the silver bullet there? Practice…for hours and hours and hours.

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CRM Sales Customer Experience Management 195

ChurnZero

DECEMBER 29, 2020

All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020. Roll the tape back.

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SaaS Chief Customer Officer Upselling Metrics 98

Beyond Philosophy

JUNE 15, 2016

With sales lagging, they‘re hoping that in-store virtual reality experiences will be the magic ingredient that lures shoppers back. I hope he doesn’t hurt himself, because he certainly can’t see where he is going! Now, though, eBay has announced that it is launching the world’s first virtual reality department store.

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Entertainment Consulting Consulting Customer Experience 283

customer sure

NOVEMBER 11, 2014

In the last few weeks you might have noticed that we’ve changed course on our blog strategy. Ellovi told us how they inspire customer loyalty. I want to share with you the reasons why we decided to take the step to change our approach to blogging. Our initial blogging strategy. People who want to do even better.

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Feedback Metrics Customer centricity Customer Service 91

BlueOcean

DECEMBER 21, 2020

Below are a handful who are doing great things and work hard to inspire others. With a recent book and regular blog posts, she’s definitely someone to pay attention to in the business world. Thank you for inspiring us this year, Laurie! He shares of a wealth of expertise and insight on his blog and podcasts. Shep Hyken.

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Customer Care Marketing Customer Service outsourcing 62

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. We hope you enjoy reading this best-of highlights reel; we loved making it happen. . Top 10 Blog Posts from 2019 . Author: Emily Nesterick. You’re not alone.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

BlueOcean

DECEMBER 15, 2022

Today, he works at ProbablyMonsters, an independent game company that aims to change the way games are made and inspire a better industry for all. What inspires me most about Tony’s player support journey is his desire and willingness to share knowledge. We thank Tony for sharing his time with us, and we hope you enjoy the episode!

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Consulting Consulting Customer Support Customer Experience 62

CX Accelerator

NOVEMBER 11, 2022

Someone who envisages the end-state, describes the steps to reach it, and then motivates and inspires others within the organization to join the cause. Someone who envisages the end-state, describes the steps to reach it, and then motivates and inspires others within the organization to join the cause. Learning and Development.

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Journey mapping Analytics Customer centricity Government 307

ChurnZero

DECEMBER 28, 2018

This has been quite a year for the ChurnZero blog. We even got a shout out from HubSpot as a top blog you should be reading in 2018. As the year comes to a close, we thought we’d offer up a useful roundup of our ten most popular blog posts from the year. 10 Punny Customer Success Jokes. 10 Punny Customer Success Jokes.

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Best practices Metrics SaaS Sales 49

Beyond Philosophy

MAY 26, 2015

I learned over time my job is to inspire people, create the work environment culture, and give them room to do their jobs. In this series, professionals share what they’d do differently — and keep the same. Follow the stories here and write your own (please use #IfIWere22 in your post). “There are no secrets to success.

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Feedback Customer Experience Management 356

Beyond Philosophy

SEPTEMBER 26, 2016

Now, you feel the emotional result the habitual behavior produces, e.g. the happy, relaxed feelings chewing on one’s fingernails inspires. We all have habits. Some of them are good, and some, well, aren’t. But for good or ill, habits drive our behavior every day, and even more so when we are customers. A REWARD ensues.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

Beyond Philosophy

FEBRUARY 8, 2016

No, the fish I am out to catch is inspiration. I have enjoyed inspiration on a number of fronts here, new ideas and directions for my company, my books , and the field of Customer Experience itself. Inspiration strikes somewhere in the lather-rinse-repeat cycle. It’s not all different, though. Consulting requires strategy.

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Consulting Consulting Customer Experience 253

Beyond Philosophy

JUNE 11, 2021

I was inspired by Frederick Reichheld’s article, “Firing a Bad Customer in 2021.” The idea is to present a real-world example of what is possible in Customer Experience to inspire our clients to follow in their footsteps. We discussed firing customers in a recent podcast. You might have heard something like, “the customer is king.”

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Airlines Accountability Banking Telecommunications 249

Beyond Philosophy

APRIL 30, 2020

We here at Beyond Philosophy want to start by saying we hope you and your family are safe. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.

Consulting 405

Consulting Consulting Healthcare Advertising 405

LiveChat

JANUARY 3, 2019

The end of the year is the time when you sum the past year, thinking about your ups and downs, (trying not to focus too much on downs, I hope). It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. And our average bounce rate of 30%?

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Chatbots B2B SaaS B2C 59

Beyond Philosophy

NOVEMBER 3, 2015

These traits inspired loyalty from his team. I can only hope to live up to his estimations of my ability and be the leader he always believed I could be. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. Neil had a reputation of being a tough boss.

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Banking Employee engagement Consulting Consulting 386

Beyond Philosophy

NOVEMBER 16, 2023

Some of you have that same problem, so I decided to share eight ways he can make that happen here in the newsletter. Before we get into that, let’s remember a foundational element of success in marketing and sales tactics: before you plan and execute, think about what you want to get out of it. However, there are other types, too.

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Sales Education Advertising Marketing 195

Nicereply

OCTOBER 4, 2021

Moreover, your employees might share it and inspire others. Hope we inspired you on how to celebrate Customer Support Week with your team. The post 7 Ways to Celebrate Customer Support Week appeared first on Customer Happiness Blog. Did you know that….? Did you know that….? What does she/he prefer? What does she/he like?

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Customer Support Personalization Customer Service Management 98

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

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Accountability Customer Support Surveys Personalization 243

ShepHyken

SEPTEMBER 12, 2016

8 Etiquette Tips to Inspire Customer Loyalty by Diane Gottsman. The “Customer Success” tips (I’ve mentioned these in a past Top Five blog) are invaluable, and I’m sure you’ll find some other great tips from the other topics as well. I have added my comment about each article and would like to hear what you think too. Happy Reading!

Customer Service 284

Customer Service SaaS Customer Experience Marketing 284

ShepHyken

JANUARY 22, 2018

If it’s a “no” I immediately have a subject for another blog post. For me, real life examples are the best place for inspiration. I hope you’ll learn from them. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.

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Customer Service Wireless Chatbots Airlines 226

Skybridge

DECEMBER 21, 2022

We are humbled by your trust in us, honored to partner and collaborate with you, and inspired to give you our very best, every day, at every turn. The post 3 Wishes, 1 Hope, and Infinite Thanks first appeared on Skybridge Americas. Find out how Skybridge Americas can help you delight your customers and grow your business.

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Customer Care 52

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Given that it’s National Customer Service Week, and we’re remembering awesome customer service and the people behind it, I thumbed through some of those books in search of inspiration. Click here to read the original post.

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Customer Service Contact Center Personalization Customer Experience 104

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. Heskett, Earl Sasser, Jr., and Leonard Schlesinger. I was thinking about this because one of our listeners, Praveen Kumar, is in a pickle about his employee experience.

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Management Personalization Customer Experience Consulting 195

Steve DiGioia

APRIL 18, 2016

You chase after your customers, hoping to be liked so they buy your product. I hope not! This original article was written by Steve DiGioia. In your eyes they can’t do anything wrong, you bend over backwards and give freebies to these blood sucking customers of yours. And still they complain. You do all you can to make them happy….

Advertising 219

Advertising Accountability Management 219

Totango

JANUARY 2, 2024

More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth.

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Automotive Journey mapping Self service Sales 99

Beyond Philosophy

AUGUST 10, 2023

I’m always interested in what the customer tells me rather than all the internal stats. How we interpret and compare experiences to our expectations affects how we evaluate things. However, those four terms—perception, expectation, interpretation, and evaluation—have distinct ideas or stages, per psychologists. Lorraine disagrees.

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Surveys Education Sales Personalization 195

Beyond Philosophy

APRIL 20, 2023

Out of the Frying Pan Into the Fire In my 20s, I sold photocopiers, but I didn’t like it. I enjoyed neither the unethical organizational culture nor the job itself. Moreover, I wanted to be a manager and saw no path to that future in the photocopier business. However, I knew next to nothing about engineering, or maybe it was actually nothing.

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Outbound sales Consulting Consulting Engineering 195

Beyond Philosophy

SEPTEMBER 8, 2022

My best was with Maersk Line, the largest shipping container company in the world. The results were a 40-point increase in their Net Promoter Score® (NPS) over 30 months and a 10 percent increase in shipping volumes. Patterson shared her five rules for a successful implementation, which were: Define.

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Customer Experience Consulting Consulting Customer retention 244

Customers That Stick

DECEMBER 8, 2014

We hope to have some fun, learn from those making it happen every day, and provide some inspiration and motivation! Blog Uncategorized' It’s a roller coaster, and I have teamed up with Jeannie Walters to provide a new resource that can help you with the strategies and tactics you can use to smooth out this wild ride!

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Customer Experience Customer Service 151

Aspect

AUGUST 14, 2019

Congratulations to our winners and thank you for sharing your inspiring stories with our audience! For the individuals in the audience I think it was clear that I was having a blast – I hope you did too! appeared first on Aspect Blogs. ACE is never complete without the ACE Awards and 2019 did not disappoint. Jess Bound.

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Coaching Self service CRM Surveys 106

CX Accelerator

JUNE 27, 2018

People with unimaginable pain enter these doors every day, and yet most will exit with new hope and authentic smiles. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. How does Vanderbilt design a patient experience capable of so much? The recovery nurses were incredibly attentive and helpful.

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Journey mapping Customer Experience Personalization Management 140

Beyond Philosophy

FEBRUARY 11, 2019

While the list is not exhaustive, I hope it can inspire some of you to take the leap into your own entrepreneurial venture—and to great success. My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. I was surprised and honored. That’s good, by the way.

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Consulting Consulting Benchmark Customer Experience 208

Beyond Philosophy

SEPTEMBER 1, 2015

Again, I don’t recognize this Amazon and I very much hope you don’t, either. While it says the right things about what Bezos hopes is the case, the question in many people’s minds might also be, “Is Bezos easy to work for?” People are apparently expected to work all the time. What do I mean by that? The ones who see things differently.

Banking 241

Banking Customer centricity Management Customer Experience 241

CX Accelerator

DECEMBER 10, 2019

I wiped away the tears and proceeded into the store to buy groceries for the grill-out we were hosting the next day. As I shopped for buns and charcoal, I said to myself e nough, Becky. This isn’t sustainable or healthy. And this definitely isn’t happy. It's okay to have a meltdown, so long as we don’t live there permanently. Journey To Happy .

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

CX Accelerator

DECEMBER 10, 2019

I wiped away the tears and proceeded into the store to buy groceries for the grill-out we were hosting the next day. As I shopped for buns and charcoal, I said to myself e nough, Becky. This isn’t sustainable or healthy. And this definitely isn’t happy. It's okay to have a meltdown, so long as we don’t live there permanently. Journey To Happy .

Accountability 182

Accountability Personalization Customer Experience Customer Service 182