Beyond Philosophy

NOVEMBER 6, 2014

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Nonetheless, though modern Americans have more choice than any group of people ever has before, and thus, presumably, more freedom and autonomy, we don’t seem to be benefiting from it psychologically.”.

Consulting 305

Consulting Consulting Customer emotions Morale 305

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. View our books on Customer Experience here. Make sure that your use of data adds value to their experience. Which companies do you think do a good job with data security?

Customer retention 256

Customer retention Customer emotions Customer centricity Consulting 256

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

TechSee

JUNE 16, 2022

At Gartner, Michelle is a cross-practice leader of emerging theme, Digital Twin of a Customer, a co-leader of Total Experience (Top Strategic Technology Trend), and the industries lead for CX CORE (Customer Organization Relationship Experience). Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

JANUARY 23, 2015

The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

FEBRUARY 24, 2015

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity Customer experience customer experience books customer experience management Customer Experience Program Customer Management Customer Mirrors customer research customer retention experts insights (..)

Customer centricity 306

Customer centricity Customer retention Consulting Consulting 306

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 247

Customer emotions Customer centricity Customer retention Consulting 247

Beyond Philosophy

OCTOBER 24, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 188

Customer emotions Employee engagement Customer centricity Customer retention 188

Call Experts

JULY 17, 2019

Understanding the customer lifecycle is important. . Every company needs to identify the reasons behind its decay in customer retention rates. It is essential to do an honest assessment of all factors that contribute to customer retention. Summer Conferences for Medical Professionals and Equipment Providers.

Customer Experience 66

Customer Experience Customer retention outsourcing Call Center 66

Beyond Philosophy

OCTOBER 25, 2019

His latest book, The Airbnb Way , shares their insight for successful disruption and delivering an excellent Customer Experience to your customer community. Dr. Michelli says he writes about brands that take care of their people and customers in a way that differentiates them in the marketplace. Sources: AP.

Consulting 262

Consulting Consulting Technology Personalization 262

Beyond Philosophy

MARCH 3, 2016

Beginning around 1995-2000, major consulting organizations began to recognize that these critical changes were likely to have profound impact on businesses. These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change. Republished with permission from CustomerThink.com.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Fonolo

MARCH 6, 2019

This Canadian customer experience-obsessed organization is a vibrant and integral part of the North American CS and CX verticals. Providing frequent and fruitful networking, training, and consulting opportunities throughout the year, CSPN also hosts an annual conference that brings together important voices in customer service leadership.

CCNG 102

CCNG Customer Service Education Contact Center 102

ChurnZero

DECEMBER 29, 2020

As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the on-demand sessions from the conference now.) 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

aircall

JULY 28, 2021

Rather than doing a job interview on a video conference, you want to go into their space and see how they value other members of staff.”. With these tools, it will be easy for your business to create and implement strategies tailored to your customers’ needs. Are you ready to improve customer retention rates for your company?

Real estate 104

Real estate call center software Call Center Wait times 104

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Real-time monitoring provides the tools necessary to ensure an unmatched customer experience every time.

Call Center 52

Call Center Coaching Contact Center Metrics 52

ClearAction

DECEMBER 16, 2017

In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Originally published on MyCustomer as Customer Centric Decisions and Customer Centric Learning. How visible is it to your employees? Image licensed to ClearAction by Shutterstock.

Customer centricity 54

Customer centricity Customer retention Consulting Consulting 54

Beyond Philosophy

SEPTEMBER 15, 2015

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Key Learning from 15 Years of Net Promoter Stats appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Banking 383

Banking Telecommunications Consulting Consulting 383

360Connext

JUNE 20, 2018

We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy. Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers?

Sales 91

Sales Customer retention Consulting Consulting 91

ClearAction

DECEMBER 16, 2017

Customer-facing professionals can sensitize the whole company toward the customer’s plight and priorities: (1) Make sure customer stories reflect the customer experience spectrum. (2) 2) Use creative ways to share customer stories : Intranet. Lobbies, break rooms, war rooms, conference rooms, cafeteria.

Customer centricity 63

Customer centricity Finance Engineering Customer retention 63

CSM Magazine

NOVEMBER 12, 2015

At the beginning of my stint with this client, we held a “Pet Peeve Conference” to address the “pet peeves” of the owners, management, department heads and employees. This was an all day conference where solutions were developed to remove the need for internal personnel to be “peeved. About the Author.

Customer retention 49

Customer retention Consulting Consulting Enterprise 49

Fonolo

JANUARY 14, 2020

Top Pick: Two questions every customer service manager should be asking every day. Jeannie Walters is the Chief Customer Experience Investigator and founder of 360Connext, a global consulting firm specializing in the customer experience. . Top Pick: 5 ways to instill customer-focused values throughout your organization.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Beyond Philosophy

JULY 5, 2015

. – Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

SmartKarrot

OCTOBER 3, 2022

Apply here: [link] Role: Customer Success Manager #1437 Location: Dallas, TX, US Organization: Genius Road As a Customer Success Manager, you will assist Account Director and Delivery Manager with the current customer portfolio (clients and consultants) with ongoing communication to ensure strong retention.

Upselling 19

Upselling Coaching Best practices Consulting 19

Robert Davis

FEBRUARY 21, 2017

By Lisa Pustelak , RCDA Senior Consultant. Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? I realize you have a lot of meetings and conference calls, and sometimes you need quiet with no interruptions. What about training? Open the door.

Contact Center 48

Contact Center Coaching Call flow Consulting 48

JustCall

NOVEMBER 25, 2022

of 5 (link to customer reviews). In order to analyze them, it records client interactions over the phone, by email, web, and during conferences. out of 5 (link to customer reviews) Supported languages: English Identification of the best representatives – Lists the characteristics of your best-performing reps.

Real estate 52

Real estate CRM Coaching Contact Center 52

SmartKarrot

AUGUST 17, 2022

As a Customer Success Manager, you will develop and deliver product demonstrations to prospective customers as well as to existing customers during in-person meetings, online sessions as well as at conferences, seminars, and other events.

Education 19

Education Upselling Customer centricity Coaching 19

CSM Magazine

FEBRUARY 15, 2016

A happy customer is also a customer who will refer their favourite brands to their friends as well as remaining loyal themselves. According to consulting firm Accenture, 66% of customers will switch to another company following a poor customer experience, especially if it is one not dealt with effectively following a complaint.

CRM 40

CRM Consulting Consulting Customer centricity 40

SmartKarrot

OCTOBER 10, 2022

As a Customer Success Manager, you will develop and deliver product demonstrations to prospective customers as well as to existing customers during in-person meetings, online sessions as well as at conferences, seminars, and other events.

Education 19

Education Healthcare Accountability Coaching 19

Beyond Philosophy

JUNE 1, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 211

Airlines Entertainment Consulting Consulting 211

JustCall

OCTOBER 6, 2022

For instance, in all sincerity, the customer service team member promised the customer an improved product as per their feedback. But why did the team member accept the request and not convince the customer otherwise? But that cost the business; they lost a longstanding customer. Virtual Meetings Can Be Tiring.

Customer Service 52

Customer Service Feedback Personalization Technology 52

ChurnZero

DECEMBER 20, 2019

Sales teams receive compensation at the beginning of a customer journey and tend to be less invested in the longer-term outcome. It is important to align the goal of long-term customer retention across the company as it is the crux of continuous company growth. Sales and CS collaborations create “pods” of sales.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Callminer

AUGUST 6, 2019

“The number of customers is increasing at an alarming rate, and for the same reason more customers are opting for online premises for transaction and purchase. Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140