Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. A closer look at what we see all the time.

Consulting 404

Consulting Consulting Customer Experience 404

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. (The

Customer Service 174

Customer Service Surveys Personalization Consulting 174

Beyond Philosophy

JANUARY 27, 2022

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding.

CRM 195

CRM Consulting Consulting Quality management 195

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. We discussed how people form these price impressions and what happens when they are wrong. Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint.

Construction 301

Construction Consulting Consulting Airlines 301

Beyond Philosophy

JANUARY 16, 2017

What is needed presently is some good, old-fashioned elbow grease—and more than a little efficiency. In these cases, having efficiency requires recognizing what is getting in the way of it. Some of them look like “important” things; e.g. email from your team (or boss) or a new animal video on YouTube (love them!).

Consulting 353

Consulting Consulting Customer Experience Management 353

Beyond Philosophy

FEBRUARY 19, 2019

A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience. Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

Beyond Philosophy

AUGUST 30, 2017

What about the car you drive, how did you choose it? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. Influence is a significant part of Experience Psychology.

Airlines 325

Airlines Consulting Consulting Customer Experience 325

Beyond Philosophy

OCTOBER 25, 2017

As customers, each of us is under the influence all the time. Our irrational reactions to moments in any given experience can influence our behavior, often in ways we aren’t mindful of ourselves. It has implications for all types of experiences, too, including restaurants, surgery, and school and work environments to name a few.

Consulting 313

Consulting Consulting Customer Experience Marketing 313

Beyond Philosophy

FEBRUARY 28, 2017

Like all new employees, he will have to learn people’s names, adjust to the way things get done, and figure out where the restrooms are. Like all new employees, he will have to learn people’s names, adjust to the way things get done, and figure out where the restrooms are. What are the things you should and shouldn’t do?

Construction 327

Construction Feedback Consulting Consulting 327

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong. Price is still important, vitally so.

Consulting 307

Consulting Consulting Personalization Customer Experience 307

Beyond Philosophy

JULY 16, 2019

We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. The interesting bit about putting the armrest halfway down this seat was I thought it was to enhance the seat experience, making it more comfortable with the armrests. Halfway along the seat, there are armrests.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

Beyond Philosophy

MARCH 2, 2018

Employee Experience at Amazon has a bad reputation. It would be highly unusual for a company that provides the excellent Customer Experience that Amazon does to have such a terrible work environment for those people that offer that excellent experience. Questions like, do we have any? and in the U.K.,

Government 253

Government Employee engagement Customer Experience Consulting 253

Beyond Philosophy

AUGUST 9, 2017

is like most of the others. Also, per CBS News , one in five Starbuck transactions is cashless, too, with customers opting instead for the coffee chain’s mobile wallet. But is it right for Customer Experience? million, are what is called, ‘underbanked’. A Canadian food chain Iq Food Co. Iq Food Co.

Banking 0

Banking Coaching Surveys Employee engagement 0

ProProfs Blog

AUGUST 19, 2020

In a parallel universe, customers might be 100% satisfied with every brand they buy from. However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017?

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158

ShepHyken

DECEMBER 4, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Rethinking Federal Customer Experience by Frank Konkel. The government admits to delivering poor customer service.

Customer Service 0

Customer Service Government Customer emotions Marketing 0

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Chatbots 52

Chatbots Finance Marketing Surveys 52

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers. Not at all.

Consulting 140

Consulting Consulting Surveys Feedback 140

Beyond Philosophy

DECEMBER 12, 2017

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016). I’m an active grocery and discount department store customer.

Customer Experience 150

Customer Experience Construction Consulting Consulting 150

ProProfs Blog

JULY 30, 2021

The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you? Your brand is what other people say about you when you are not in the room.”. in the Q4 of 2018.

Surveys 167

Surveys Marketing Analytics Feedback 167

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. You can’t compare customers to kids! First of all, we’re all customers.

Inbound sales 66

Inbound sales Marketing Personalization Customer Service 66

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D If you don’t subscribe to his blog, you should.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

Nicereply

AUGUST 10, 2022

To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing. Speak Like Your Brand. For example, take a look at RebelSpeak. Read Every Word.

Advertising 98

Advertising Banking Customer Service Customer Experience 98

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What else can you do? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? What’s 72% of your annual revenue? Customers want a convenient, personalized experience that meets their needs.

Consulting 173

Consulting Consulting Contact Center Surveys 173

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

360Connext

SEPTEMBER 27, 2017

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.

Banking 124

Banking Metrics Big data Consulting 124

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

ProProfs Blog

JULY 19, 2019

The importance of customer experience is something that cannot be stated enough. Whether the memories associated with a place are positive or negative, we spread the word about the experience to all our friends and connections. . <img If you make customers unhappy on the internet, they can each tell 6000 friends.”.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Let’s have a look. Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress. It is still early.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

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

Lumoa

JANUARY 11, 2022

What Is an NPS Software? It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it.

Surveys 103

Surveys Analytics Feedback Benchmark 103

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

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

ProProfs Blog

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. For this reason, customer experience has become the key to business success.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. Each year, a new wave of technological advancements is introduced to customers.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. Instead of trying the same old thing, what she could consider is shifting the type of survey. . This blog will walk you through the basic step by step method to build an anonymous survey. Survey opened: 180.

Surveys 158

Surveys Construction Personalization Feedback 158

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. And what better way to expand your knowledge than picking up a book? Books are a fantastic resource to develop a brand new skill or to complement and improve an existing skill—like leading a team or hiring effectively. Priorities are constantly competing. You need proven work.

Management 98

Management Call Center Metrics Entertainment 98