Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 870

Transportation Surveys Consulting Consulting 870

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Learning and Development.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. However, digital transformation has changed the game on who is responsible for delivering customer service and how. Shep Hyken.

Customer Service 189

Customer Service Management Customer Experience Customer effort 189

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. It’s not glamorous.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Beyond Philosophy

NOVEMBER 16, 2016

Customers noticed the change, but not in a good way. Customers voiced their displeasure on their Facebook page and all over social media. The company that produces Toblerone bars is Mondelez International. Hence, the gap between the peaks that outrages customers—and reflects poorly on their brand. What business doesn’t?

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR

Customer Service 261

Customer Service Customer retention Contact Center Upselling 261

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. I wasn’t surprised by this problem, and I will explain why in this issue. They focused their attention on the customer-facing teams at first. They focused their attention on the customer-facing teams at first.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

MARCH 9, 2018

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment.

Transportation 445

Transportation Consulting Consulting Marketing 445

Beyond Philosophy

JANUARY 20, 2020

The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . It starts by getting past people’s preconceived notions of what they are willing to do. There are ways to overcome these habits. Suppose I want you to give me $100.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

MAY 31, 2019

However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. When I go in, we have a chat and a laugh. How Memory Works.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

CSM Magazine

JANUARY 25, 2022

If you’re a customer service professional, you know that customers are your lifeblood and livelihood. You likely also know about the traditional methods of gaining and retaining customers. Smart tactics in marketing, advertising, and social networking are all effective ways to attract and keep customers.

Customer retention 52

Customer retention Advertising Customer Service Management 52

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. Chen and her colleagues decided to show this effect and determine what causes it. Chen said previous research had a couple of ideas about why the Return Trip Effect occurred.

Feedback 486

Feedback Consulting Consulting Government 486

Beyond Philosophy

JUNE 22, 2018

This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. When the employee asks what size drink you want, how many of you say, “the medium one?” Getting Your Customer to Choose Your Option. The Predictability of Choosing the Middle.

Sales 360

Sales Consulting Consulting Customer Experience 360

Totango

FEBRUARY 23, 2024

What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations.

Chief Customer Officer 92

Chief Customer Officer Customer centricity Metrics CRM 92

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts . How Best to Engage with Customers and Prospects.

Contact Center 56

Contact Center Analytics Self service Finance 56

VirtualPBX

NOVEMBER 29, 2023

Guest Blog From SayNine Business communication changes almost on a daily basis, and it is essential for businesses to try to keep up with the new trends in the sphere. It revolutionized the way organizations communicate both internally and with clients. What is VoIP? So, what is VoIP ? How does VoIP work?

voip 98

voip Analytics B2B Technology 98

Nicereply

MAY 7, 2024

To drive sales, you need to make sure that the product or service you’re offering was not made for the sake of it: it addresses a real need. By getting to know your potential customers and learning about their problems. Or, to put it another way, you need to manage customer pain points to drive sales. It solves a problem.

Sales 52

Sales Management Surveys Wait times 52

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. We’ll take a look at seven of the main ways to keep them up-to-date, but first, let’s consider what exactly cybersecurity in a call center involves.

Call Center 98

Call Center Engineering Education Best practices 98

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

ProProfs Blog

JANUARY 18, 2022

But why market research surveys ? Because market trends change with the change in opinions and preferences of your customer base. Even your most loyal customers will turn to other brands unexpectedly. For this reason, a marketing questionnaire can help you find out what your customers want and think.

Marketing 145

Marketing Surveys Feedback Education 145

Hodusoft

OCTOBER 4, 2023

That’s why contemporary businesses must be proactive in exploring strategies and solutions to optimize their communication expenditures. In this blog post, we will discuss eleven practical ways through which Internet Telephony Solutions can help organizations reduce communication costs. to $5.60. Read on and thank us later.

voip 105

voip Real estate Abandon rate Analytics 105

Customer Service Life

FEBRUARY 10, 2020

The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be? Beyond “buy 10 get one free”: What is customer loyalty? I’ll keep this one short and sweet.

Customer Service 149

Customer Service Contact Center Chatbots Customer Experience 149

SmartAction

JUNE 27, 2023

In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. So, why are some contact centers still hesitant to implement AI? These AI-powered systems engage customers in natural language conversations, providing accurate and autonomous responses.

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Nicereply

DECEMBER 28, 2021

Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience. So whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast , we are incredibly thankful you joined us on the ride through 2021.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

ProProfs Blog

JANUARY 18, 2022

So if you wish to use rating scales for your research but have no idea where to start, this blog will offer all the help you need. In this blog, we will gain a deep understanding of rating scales — what they are, how you can use them, and explore some of their advantages and disadvantages when creating surveys. Graphic Scale.

Surveys 142

Surveys Best practices Feedback Customer Service 142

VirtualPBX

FEBRUARY 17, 2022

What is an SLA? First things first, what is an SLA? An SLA, or Service Level Agreement, is a commitment between a service provider and its customers. It documents what services the provider will bring to the table and sets the service standards the provider is obligated to meet.

Best practices 98

Best practices Service level Wait times Metrics 98

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.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. In this blog, we’ll discuss how to create goals that will take your call center to the next level. Using the S.M.A.R.T

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Nicereply

OCTOBER 17, 2023

Support Operations has become more popular because of the advancement of the tools in the market and an increased focus on customer-centricity. When implemented correctly, Support Ops will enhance your customer experience and help you deliver higher-quality support services. What is Intelligent Support Operations?

Engineering 52

Engineering Feedback Accountability Customer centricity 52

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. Discover Kayako Self Service.

Self service 110

Self service Accountability Airlines Customer Care 110

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Searches for Customer Success and customer experience lagged a bit, peaking only recently.

Education 98

Education Customer centricity SaaS Customer retention 98

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. What is the Purpose of Service Levels? Where Did the 80/20 Service Level Rule Come From?

Service level 142

Service level Call Center Abandon rate Metrics 142

aircall

AUGUST 14, 2022

It’s a surefire sign that you’re doing things right, providing a high standard of customer service quality , and delivering a product people want. . But one way to ensure you can scale without compromising on quality is to scale your customer support team too. The Importance of Scaling Customer Support.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! It can be really hard to discern how your customers truly feel about your company, product, or service. Table of Contents What is a NPS Score? What is a Good NPS Score? What is a Good NPS Score by Industry?

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105