Beyond Philosophy

NOVEMBER 10, 2014

An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. An Insurance company reduced certain repeat calls from 76% to 6 % achieving millions of cost-cuts and also moved Customer satisfaction from 73% to over 90%. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 28, 2014

You wait because you are “service” call, and all the agents are busy with “sales” calls. Naïve and Transactions companies like to transfer a call, or tell you how important you are while you wait to be answered…sometimes for a long time. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Marketing 231

Marketing Engineering Consulting Consulting 231

360Connext

AUGUST 23, 2018

Here’s my recommendation for how to show empathy for your customers. Don’t be afraid to get real when documenting customer emotions. It’s another thing to be full-blown frustrated as a customer. Empathy means acknowledging the experience AND emotion of a customer.

Journey mapping 77

Journey mapping Customer emotions Customer centricity Contact Center 77

ProProfs Blog

JUNE 21, 2019

Understand Customer Retention. Let’s first get a definition of customer retention. According to the Growth Marketing Conference, customer retention “[…] refers to efforts by a business to keep customers from defecting.” All you want to focus on at this stage is growing your customer base.

Customer retention 95

Customer retention Sales Marketing Scripts 95

360Connext

AUGUST 23, 2018

Here’s my recommendation for how to show empathy for your customers. Don’t be afraid to get real when documenting customer emotions. It’s another thing to be full-blown frustrated as a customer. Empathy means acknowledging the experience AND emotion of a customer.

Journey mapping 56

Journey mapping Customer emotions Customer centricity Contact Center 56

Beyond Philosophy

JUNE 11, 2015

The company doesn’t have, as a result, the ability to track, at household level, what customers are and aren’t purchasing in their stores. What Publix does, instead of loyalty cards, is try different alternative approaches to build sales. Some retailers do more than emphasize the sales and service fundamentals.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Callminer

AUGUST 6, 2019

Predictive Dialer: An automated calling system, typically used for sales. It needs to link customer feedback to sales and operational data, and make results accessible company-wide. Despite this, marketers and other organizational leaders alike are neglecting the customer before and after the sale.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JUNE 17, 2015

In other words, consumers may shift back and forth from marketing to sales – and at their individual, emotionally driven whim. One important lesson that marketers have learned about content’s power (to attract or repel) is that it is far from linear.

Advertising 240

Advertising Engineering Analytics Marketing 240

JivoChat

JULY 21, 2021

In fact, customer relations should be a consideration throughout the customer journey. It includes efforts before and after a customer interaction and is a proactive way to send consumers down the sales funnel. Customer relations refers to how a business engages with customers to improve the journey.

Chatbots 52

Chatbots B2C CRM Customer retention 52

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

JUNE 4, 2015

As a result of all of these changes, they saw a 50% increase in e-commerce sales where the omni-channel approach was in local markets where there was a physical location. Enhance the current experience with Customer-led innovation. Here’s what the CEO of DICK’S said about the Omni-channel approach: 3.

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353