Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them.

Customer Experience 224

Customer Experience Customer Service Consulting Consulting 224

Waterfield Technologies

MAY 6, 2019

When people hear the term “consultant” in a meeting, some laugh. The post Consulting is dead. Blog Consulting Customer ExperienceSome cringe. Some might even roll their eyes. I freely admit I used to be one of those people. […]. appeared first on Waterfield Technologies.

Consulting 50

Consulting Consulting Technology Customer Experience 50

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. Train your employees to handle unhappy customers–and to win them back when things go wrong.

Consulting 229

Consulting Consulting Customer Experience Customer Service 229

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. We were also able to use this data to predict future membership length based on the quality of experience.

Customer Experience 422

Customer Experience Consulting Consulting Employee engagement 422

Advertisement

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. consulting too few sources.

Analytics

ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. This week we feature an article by John Boccuzzi Jr.

Customer Experience 232

Customer Experience Travel Banking Consulting 232

Taylor Reach Group

FEBRUARY 19, 2019

Are You Listening to the Canaries in Your Customer Experience Coal Mine? We know intuitively that in the world of the customer experience all things are connected. Friction Produces Heat and Makes Customers Hot Under the Collar.

Customer Experience 87

Customer Experience Consulting Consulting Contact Center 87

ShepHyken

JUNE 21, 2019

Your customers are used to ordering a taxi, booking hotel rooms and getting their shirts dry-cleaned in a few taps of their phone screen or clicks of their mouse. Customers can get the service they want, when they want it, how they want it. Their customers are your customers.

Chatbots 260

Chatbots Customer Experience Scripts outsourcing 260

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail.

Customer Experience 371

Customer Experience Government Consulting Consulting 371

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them.

Customer Experience 324

Customer Experience Scripts Consulting Consulting 324

Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8

Contact Center

Beyond Philosophy

MAY 8, 2017

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. The Doritos Customer Experience becomes one of frivolity, of not taking things too seriously.

Customer Experience 368

Customer Experience Advertising Enterprise Customer emotions 368

Taylor Reach Group

JANUARY 18, 2019

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. The Taylor Reach Group, Inc.,

Consulting 70

Consulting Consulting Business Process Outsourcing Contact Center 70

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. We discussed some of the psychological theories behind our need to placate uncertainty as customers in a recent podcast. One of the most worthwhile for us to talk about is Prospect Theory and its implications for customer behavior.

Customer Experience 244

Customer Experience Benchmark Travel Consulting 244

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Don’t underestimate the scent in your retail experience design.

Customer Experience 385

Customer Experience Consulting Consulting Real estate 385

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Self service

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI.

Customer Experience 302

Customer Experience Journey mapping Benchmark Surveys 302

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.

Customer Experience 384

Customer Experience Consulting Consulting Education 384

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. Well, there you have it!

Customer Experience 368

Customer Experience Consulting Consulting Employee engagement 368

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Where does your experience stop?

Customer Experience 400

Customer Experience Customer emotions Journey mapping Marketing 400

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers.

Customer Experience 137

Customer Experience Feedback Customer advocacy Travel 137

Beyond Philosophy

AUGUST 14, 2019

I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. I might have misled you in recent weeks.

Customer Experience 224

Customer Experience Benchmark Education Consulting 224

Beyond Philosophy

JULY 31, 2019

I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. My experience illustrates the nature of customers: irrational, intuitive, driven by past memories and factors that seem irrelevant. Embrace Your Customers’ Irrational Nature.

Customer Experience 242

Customer Experience Consulting Consulting Sales 242

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Most brands and corporations get by on transactional approaches to customer relationships. They market, and create experiences, within the branded vision.

Customer Experience 404

Customer Experience Consulting Consulting Customer emotions 404

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.

Customer Experience 427

Customer Experience Benchmark Advertising Personalization 427

Beyond Philosophy

JANUARY 10, 2019

Understanding Customers’ Mental Budgets. The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast.

Accountability 270

Accountability Customer Experience Entertainment Benchmark 270

Beyond Philosophy

OCTOBER 1, 2015

When it comes to brands and their related experience, it’s critical that you KISS it. The truth is most Customers want things easy, too. According to Siegel and Gale, a branding firm specializing in simplicity, Customers like brands that have simplicity as a key value.

Customer Experience 419

Customer Experience Morale Advertising Consulting 419

Beyond Philosophy

FEBRUARY 5, 2019

Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too.

Consulting 195

Consulting Consulting Benchmark Marketing 195

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. The ratio is off between internal and Customer measures. Why Most Customer Experience Programs Fail.

Customer Experience 246

Customer Experience Consulting Consulting Employee engagement 246

Micah Solomon

OCTOBER 12, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. In other words, I’m going to prescribe a customer service improvement diet: ten things to stop doing that will improve your customer service through their absence. Read more on genuine customer service here.) [Originally published in Forbes.com.

Consulting 40

Consulting Consulting Scripts Customer Service 40

Aspect

JUNE 17, 2019

It’s no secret that customer experience has been rapidly evolving in recent years, with consumer habits and demands changing daily and new communication channels opening continuously. The post The power of personalisation in customer experience appeared first on Aspect Blogs.

Chatbots 124

Chatbots Customer Experience Self service Technology 124

Taylor Reach Group

MARCH 7, 2018

Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc. Vendor agnostic, Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. CEO, Colin Taylor, says, “Our technology acquisition program will transform our client’s customer experience and customer satisfaction delivered through their Contact Center.

Consulting 48

Consulting Consulting Contact Center Government 48

Taylor Reach Group

MARCH 1, 2019

Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement.

Customer Experience 80

Customer Experience Consulting Consulting Call Center 80

Beyond Philosophy

MARCH 29, 2019

Brand Or Customer Experience – what comes first? Branding is imperative to having an outstanding Customer Experience. The relationship between your brand and the outcome of your experience, at least in the customer’s eye, has deep roots in customer loyalty as well. <!–more–> –more–> We are often asked which comes first, the brand or the Customer Experience?

Customer Experience 205

Customer Experience Consulting Consulting Marketing 205

Peter Lavers

FEBRUARY 6, 2018

We’re delighted to report that our founder Peter Lavers has again been featured by Capterra as one of the top influencers in the world in the field of Customer Experience. The post Top 9 Customer Experience Influencers to Follow appeared first on Think CX.

Customer Experience 141

Customer Experience B2B Consulting Consulting 141

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. Jax’s meltdowns have resulted in a number of painful public experiences and her family has become isolated. This is a great opportunity to invite customers to provide insight.

Customer Experience 72

Customer Experience Journey mapping Morale Education 72

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas. De-silo customer experience management.

Customer Experience 145

Customer Experience Advertising Coaching Management 145

Taylor Reach Group

MARCH 29, 2019

Customer Experience (CX) can differentiate your company from your competitors. An effortless Customer Experience creates loyalty for your brand. Your customers could be yours for a lifetime! You want to provide the best Customer Experience possible.

Customer Experience 80

Customer Experience Feedback Consulting Consulting 80

Taylor Reach Group

MARCH 12, 2019

Below are what I believe are the top trends that will impact contact centers and customer facing organizations. For contact centers and customer interactions it is a very positive tool. By Colin Taylor.

Contact Center 78

Contact Center Chatbots Consulting Consulting 78

ClearAction

DECEMBER 16, 2017

What is Customer Experience Collaboration? Collaboration like this across your entire company is what’s needed to win customer experience championships. Remember the last complaint you heard from a customer? What is: Customer Experience Strategy?

Customer Experience 98

Customer Experience Employee engagement Coaching Journey mapping 98