Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, this issue isn’t the only one facing society coming out of the pandemic.

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Customer Experience Airlines Consulting Consulting 384

Beyond Philosophy

NOVEMBER 29, 2018

However, the experiences are entirely different and have different Customer Experiences. Moreover, I have different expectations from these experiences. We discussed the digital transformation and its effect on Customer Experience in our recent podcast. I suspect many of you do, too.

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Customer Experience Benchmark Advertising Personalization 419

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. If Huffington succeeds in transforming the way that companies view stress and performance, she could also help make it easier for companies to improve customer experiences.

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Customer Experience Consulting Consulting Employee engagement 280

Beyond Philosophy

MARCH 31, 2022

Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. Before we dive into how you can maintain and improve your Customer Experience even during a price increase, it is essential to appreciate the role of inflation in the broader economy. …and Inflation Raises the Roof.

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Beyond Philosophy

JANUARY 14, 2023

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. However, there are several signals that a person sends when they are ready to buy.

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Consulting Consulting Sales Surveys 244

Beyond Philosophy

FEBRUARY 5, 2015

These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement.

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Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

DECEMBER 10, 2022

Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. Key Ideas to Improve your Customer Experience. 28:54 We summarize the secret formula ingredients for you and how you can use them in your customer strategy.

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Airlines Consulting Consulting Surveys 171

Beyond Philosophy

DECEMBER 8, 2022

Diminishing sensitivity to improvements is a little like the difference between giving a wealthy person $100 vs. giving it to someone poor. The wealthy person will appreciate it, of course, but the poor person will feel the effects of an extra $100 more than the wealthy one. ” moment. It no longer impresses you.

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Consulting Consulting Metrics Personalization 195

Beyond Philosophy

FEBRUARY 24, 2022

We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. Of course, the team’s view can differ from mine, but having one is essential. . Having an opinion is critical whether you are an employee or a consultant. Rule #4: Be concise.

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Consulting Consulting Customer emotions Construction 222

Beyond Philosophy

FEBRUARY 16, 2022

Customer Science is the next big thing in Customer Experiences, and it is what you need to predict accurately how your customers are going to behave. I am fascinated by how Customer Science is already changing experiences for the better in the real world. Key Ideas to Improve your Customer Experience.

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Self service Consulting Consulting Customer Experience 222

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). How do they do it?

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Customer Service Morale Surveys Consulting 174

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

MARCH 20, 2020

We had some good news, which is that Beyond Philosophy has been recognized as one of the best management consultancies by Financial Times for the second year in a row. Making Your Brand Available to Customers. We choose based upon our anticipations of what the experience will be. Also, having a more vivid message could help.

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Marketing Consulting Consulting Construction 428

Beyond Philosophy

NOVEMBER 30, 2016

This is, of course, a terrible customer experience. According to the New York Times , Payless Car Rental has a pattern of “pointlessly antagonizing its customers.”. In one case, a Payless customer returned a car and found she had been charged for personal liability insurance that she had repeatedly declined.

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Consulting Consulting Customer centricity Customer Experience 419

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy.

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Airlines Customer centricity Call Center Quality management 419

Global Response

DECEMBER 13, 2022

Your customers are the heart of your brand. Focusing on how to improve customer experience is critical to business strategy. The problems you solve, the services you provide, and the products you create all take into account your customer’s goals, needs, and desires. What Is Customer Experience and Why Does It Matter?

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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. While not required, the person in this role is often an extroverted visionary.

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Journey mapping Analytics Customer centricity Government 307

Taylor Reach Group

DECEMBER 11, 2019

It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. Each of these, of course, is at some level a reflection of the culture and practices you have embraced in your operation. Intrinsic Motivations.

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Customer Experience Coaching Contact Center Morale 119

The Petrova Experience

MARCH 7, 2024

” In addition to making us laugh, this public passenger feedback stresses exactly what customer experience in your design-build project is. We are sure there was a reason for this suboptimal customer experience. And some offer more opportunities to elevate the experience. You are doing your job.

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Customer Experience Transportation Healthcare Government 52

Beyond Philosophy

JUNE 1, 2023

When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area. However, now Customer Experience is the context through which people look at business. It’s our lens, our context.

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Accountability Call Center Education Consulting 195

Beyond Philosophy

APRIL 18, 2017

On customers who are only starting to consider making a purchase. But according to a recent article by global management consulting firm McKinsey&Company, (D) may actually be a better answer. Customers aren’t as loyal as you think they are. This of course doesn’t mean that you need to abandon loyalty efforts altogether.

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Sales Consulting Consulting Customer emotions 311

ChurnZero

MARCH 18, 2022

Speaker: Dave Kellogg , Principal, Dave Kellogg Consulting. A [Dave]: I personally think it’s misleading. Q: In your version of logo retention rate, how would you treat customers on contracts that allow early opt out? Q: What metrics should individual contributors in Customer Success use to measure their performance?

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SaaS Metrics Enterprise Surveys 98

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. They build scripts within call centers to get customers to say yes to things early, effectively getting them in the habit of saying yes. Escalating Commitment into a Sale.

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Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

MAY 22, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it.

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Consulting Consulting Feedback Personalization 361

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. Customer Experience Consulting Services. Customer Experience Training.

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Consulting Consulting Best practices Call Center 40

Beyond Philosophy

APRIL 5, 2017

Of course, we all make mistakes. Businesses need to be mindful of mistakes they make that impact their employees and customers. If there have been issues with a co-worker or customer, try to schedule a time for a meeting. By offering to resolve any issues, you’re putting the ball in the other person’s court.

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Journey mapping Accountability Banking Consulting 335

Beyond Philosophy

APRIL 16, 2021

Even if you don’t see yourself as a political person and don’t like playing politics, not understanding how the organization evaluates people and what motivates a team’s decision-making means you are setting yourself up for failure. For example, does the person want to reduce headcount overall?

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Management Consulting Consulting Personalization 370

Taylor Reach Group

AUGUST 13, 2021

My personal favorite ETA was the local tax authority that advised me that my call would be answered in 72 hours! Of course, there was a sense that we were all ”in this together,” and that Covid was playing havoc with all of our lives and employment patterns. Our personal lives and work routines slowly adapted to a new norm.

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Contact Center Consulting Consulting Personalization 170

Beyond Philosophy

MAY 31, 2019

Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology? The only problem is that many people find it creepy. It was trains.

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Technology Transportation Consulting Consulting 240

Beyond Philosophy

DECEMBER 22, 2016

And what does this mean to the future of Customer Experience? Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved. Amazon is promoting its Amazon Go stores that don’t require checking out with a person.

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Transportation Consulting Consulting Personalization 322

Beyond Philosophy

MAY 14, 2020

So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask. Ahearn says where people make a mistake is by trying to get the other person to like them. Of course, we don’t always meet the people we are interacting with face-to-face.

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Consulting Consulting Personalization Accountability 420

Beyond Philosophy

AUGUST 21, 2017

By nature, I’m an organized person. We see it every day in our customer experience consultancy. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. I like things clear and orderly, laid out in black and white.

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Consulting Consulting Healthcare Coaching 353

Beyond Philosophy

MARCH 23, 2023

We call it Employee Experience because it is alliterative and goes with Customer Experience. Unless, of course, we are replacing our teams with robots. Sans that singularity, chances are you are employing humans, and ensuring they have a pleasant experience is essential. The key word here is “experience.”

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Management Personalization Customer Experience Consulting 195

Beyond Philosophy

SEPTEMBER 20, 2018

If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. Take for instance a Customer Service interaction. Sure, the customer is placated.

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Construction Consulting Consulting Customer Experience 342

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. So, how is AI changing customer experience?

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Customer Service Automotive Chatbots Airlines 277

Nicereply

FEBRUARY 16, 2021

By using the principles of CX, you can greatly enhance your student’s experience and leave them raving about your course. In an online learning course, your students are your customers. Using the principles of customer experience (CX) can make your learner’s journey more successful. Understand the journey.

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Education Customer Experience Journey mapping Feedback 59

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

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Benchmark Feedback Customer retention Consulting 302