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Incentives and your Customer Experience

Taylor Reach Group

DECEMBER 11, 2019

“Make your employees happy and they will make your customers happy.” 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. There are a myriad of lenses through which we can examine the impact that your contact center organization can have on the customer experience, product or service knowledge, emotional engagement, ease of interaction, professionalism, etc. MORE

Consulting Consulting Customer Experience Coaching 66

Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy

Taylor Reach Group

NOVEMBER 11, 2019

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. Taylor Reach’s consultants, each with over 20 years of Contact Center expertise, completed on-site analysis, auditing and stakeholder interviews at each of the client’s call centers. MORE

Consulting Consulting Benchmark Contact Center 53

The (Consultant-Approved) Customer Service Diet

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. MORE

Consulting Consulting Scripts Customer Service 40

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships. MORE

Customer Experience Consulting Consulting B2C 310

How to Make or Break Your Customer Experience

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. Overlook this, however, and you are not likely to end up with the Customer focus you seek. Naïve companies are the least customer-focused and Natural companies are the most customer-focused. MORE

Customer Experience Scripts Consulting Consulting 250

4 Things We Can All Learn from a Retail Customer Experience

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. Using scents to help create a positive experience for your retail customers works for many different industries though. Don’t underestimate the scent in your retail experience design. Undertake what we call a Customer Mirror. MORE

Customer Experience Real estate Consulting Consulting 296

Why Most Customer Experience Programs Fail

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. The symptom is a poor experience; the cause is their lack of Customer centricity. The reason your organization is delivering the experience it does today is because of the way your organization is. MORE

Customer Experience Customer emotions Journey mapping Marketing 308

The One Thing to Improve Your Customer Experience in 2021

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience. MORE

Customer Experience Journey mapping Engineering Feedback 230

Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

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. MORE

Consulting Consulting Customer Experience Customer Service 229

What Does The Scottish Independence Vote Have to Do with Customer Experience?

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.”. An experiment was conducted with students to bet on “Heads or Tails”. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. MORE

Customer Experience Consulting Consulting Customer emotions 284

Press Release: Stock transfer firm selects Contact Center Consultancy to develop roadmap to improve customer experience

Taylor Reach Group

OCTOBER 28, 2019

Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We We use a hands-on, holistic approach to assess the interaction experience and review all elements of the contact center. Established in 2003, the consultancy aligns proprietary approaches specific to clients’ organizational goals and objectives. MORE

Consulting Consulting Contact Center Benchmark 50

Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. MORE

Customer Experience Consulting Consulting Technology 168

4 Reasons to Utilise an Omnichannel Customer Experience

Call Design

AUGUST 18, 2020

With the digitalisation of the customer journey, businesses need to implement an entirely digital customer service experience. Customers Want an Omnichannel Experience. Improve Customer Satisfaction. MORE

Customer Experience Chatbots Consulting Consulting 116

Re-Imagining Your Customer Experience in a Time of Change

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. So, the question becomes, can you use this opportunity to make more fundamental changes to your model in a way that benefits customers in the long term? MORE

Customer Experience Airlines Journey mapping Consulting 267

Financial Institution Appoints Contact Center Consultancy

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. MORE

Consulting Consulting Contact Center Government 48

10 Customer Service Transformations That Can Overhaul Your Customer Experience

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. MORE

Customer Experience Customer Service Consulting Consulting 224

Brand Or Customer Experience – what comes first?

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? MORE

Customer Experience Consulting Consulting Marketing 240

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

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., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Along with being a popular international speaker, blogger, and author of Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies , Thompson and I go way back. MORE

Customer Experience Journey mapping Benchmark Surveys 306

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”. It’s not just about the rational parts of the experience, like how many times the phone rings before it is answered or your hours of operation. MORE

Customer Experience Consulting Consulting Employee engagement 323

How Does Mental Accounting Influence Customer Experience

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. How your customer mentally budgets for your experience has a significant influence on how happy they are with it. So, what does all this have to do with your Customer Experience? MORE

Accountability Customer Experience Entertainment Benchmark 261

Top 20 Customer Success Consultants in 2020

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. MORE

Consulting Consulting Coaching SaaS 52

The Light At The End of The Tunnel: Reimagine Your Customer Experience

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. Now, we can decide what parts of the change we want to keep to respond to what customers want now. Talk to your customers about what they want. MORE

Customer Experience Consulting Consulting Personalization 317

Press Release: Leading BPO reaches out to CX and Contact Center consulting firm for assistance in improving agent retention

Taylor Reach Group

NOVEMBER 1, 2019

an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. The US-based client provides customer care and account receivables management services to some of the most respected companies nationwide, including many Fortune 500 companies. Taylor Reach Group, Inc., MORE

Consulting Consulting outsourcing Contact Center 56

Guest Post: How to Build Your Customer Experience Roadmap

ShepHyken

DECEMBER 4, 2020

This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. Wrong Customer Experience. MORE

Customer Experience Airlines Technology Surveys 242

Consulting is dead.

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. MORE

Consulting Consulting Technology Customer Experience 50

5 Facts to End the ROI Debate on Customer Experience

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. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Customer Satisfaction results in a higher share price. MORE

Customer Experience Consulting Consulting Customer emotions 324

What Do The Pioneers of Customer Experience See for The Future

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. The future of customer experience is infused with technology and data. MORE

Customer Experience Consulting Consulting Customer centricity 212

Why Uncertainty Can Destroy Your Customer Experience

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. Probability Estimation and our feelings of uncertainty are linked and drive our behavior as customers more than we probably think. So, what does that mean for your Customer Experience? MORE

Customer Experience Benchmark Consulting Consulting 262

How to Create A Financial Times Award-Winning Consultancy from Scratch

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. When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Know what drives value for your customers. MORE

Consulting Consulting Benchmark Marketing 234

Guest Blog: Digitizing the Customer Experience Without Losing the Customer

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. However, I would argue that digital transformation is bringing customer experience to an entirely different level. All this progress requires businesses to provide an “always on, always available” customer experience. MORE

Customer Experience Banking Consulting Consulting 213

This is the One Thing to Improve Your Customer Experience in 2021

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. MORE

Customer Experience Consulting Consulting Surveys 212

5 Reasons Your KPIs Are Hurting Your Customer Experience

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. MORE

Customer Experience Consulting Consulting Customer emotions 246

Who Wins – Brand Or Customer Experience?

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. With the incredible speed at which actions provoke reactions on media like Twitter and Facebook, it is becoming absolutely critical for any brand to measure and manage the emotional responses that it evokes in existing and potential customers. Blogs Customer Experience MORE

Customer Experience Advertising Customer emotions Enterprise 285

BPO Industry Veteran Mike Hallowell Joins Outsource Consultants

Outsource Consultants

FEBRUARY 24, 2021

Mike Hallowell, Executive Vice President of Sales with Outsource Consultants. Saint Louis Park, MN, February 17, 2021 – Mike Hallowell, a veteran of the call center and customer service industry, has joined Outsource Consultants as Executive Vice President of Sales. MORE

Consulting Consulting outsourcing Healthcare 67

PPT Solutions Wins Stevie Awards® for Call Center Consulting Practice of the Year and Customer Service Solutions Technology Partner of the Year

ppt solutions

FEBRUARY 5, 2021

The post PPT Solutions Wins Stevie Awards® for Call Center Consulting Practice of the Year and Customer Service Solutions Technology Partner of the Year appeared first on PPT Solutions. MORE

Consulting Consulting Contact Center Technology 83

Customer Experience: 5 Startling Predictions for 2020

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Customer Experience was not showing the expected returns. MORE

Customer Experience Consulting Consulting Chatbots 246
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Guest Post: How to Build Your Customer Experience Roadmap

ShepHyken

DECEMBER 4, 2020

This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. Wrong Customer Experience.

Customer Experience 242
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Customer Experience Airlines Technology Surveys 242

10 Customer Service Transformations That Can Overhaul Your Customer Experience

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
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Customer Experience Customer Service Consulting Consulting 224
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Incentives and your Customer Experience

Taylor Reach Group

DECEMBER 11, 2019

“Make your employees happy and they will make your customers happy.” 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. There are a myriad of lenses through which we can examine the impact that your contact center organization can have on the customer experience, product or service knowledge, emotional engagement, ease of interaction, professionalism, etc.

Consulting 66
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Consulting Consulting Customer Experience Coaching 66

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The Insider Secret to Designing Virtual Agents that Surpass Your Competition

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Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

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.

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Consulting Consulting Customer Experience Customer Service 229

Are We Building Relationships That Will Last a Lifetime?

Speaker: Lauren Feehrer, President and Founder of LoyaltyCraft Consulting

Genuine connections between brands and consumers happen when empathetic team members are enabled with effective technology. To remain competitive in the next normal, we must examine how at the heart of digital transformation is consumer connection. Join Lauren Feehrer, Founder and President of LoyaltyCraft Consulting, to learn how the merging of empathy and technology can transform your Customer Experience.

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BPO Industry Veteran Mike Hallowell Joins Outsource Consultants

Outsource Consultants

FEBRUARY 24, 2021

Mike Hallowell, Executive Vice President of Sales with Outsource Consultants. Saint Louis Park, MN, February 17, 2021 – Mike Hallowell, a veteran of the call center and customer service industry, has joined Outsource Consultants as Executive Vice President of Sales.

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Top 20 Customer Success Consultants in 2020

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate.

Consulting 52
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Consulting Consulting Coaching SaaS 52

InformaTech

InformaTech

Consulting is dead.

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
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Consulting Consulting Technology Customer Experience 50

Press Release: Stock transfer firm selects Contact Center Consultancy to develop roadmap to improve customer experience

Taylor Reach Group

OCTOBER 28, 2019

Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We We use a hands-on, holistic approach to assess the interaction experience and review all elements of the contact center. Established in 2003, the consultancy aligns proprietary approaches specific to clients’ organizational goals and objectives.

Consulting 50
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Consulting Consulting Contact Center Benchmark 50

5 Facts to End the ROI Debate on Customer Experience

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. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Customer Satisfaction results in a higher share price.

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Customer Experience Consulting Consulting Customer emotions 324

Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals.

Customer Experience 168
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Customer Experience Consulting Consulting Technology 168

Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.

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InformaTech

InformaTech

Top 20 Customer Success Consultants in 2020

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate.

Consulting 52
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Consulting Consulting Coaching SaaS 52

The One Thing to Improve Your Customer Experience in 2021

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience.

Customer Experience 230
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Customer Experience Journey mapping Engineering Feedback 230

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”. It’s not just about the rational parts of the experience, like how many times the phone rings before it is answered or your hours of operation.

Customer Experience 323
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Customer Experience Consulting Consulting Employee engagement 323

This is the One Thing to Improve Your Customer Experience in 2021

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience.

Customer Experience 212
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Customer Experience Consulting Consulting Surveys 212

Guest Blog: Digitizing the Customer Experience Without Losing the Customer

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. However, I would argue that digital transformation is bringing customer experience to an entirely different level. All this progress requires businesses to provide an “always on, always available” customer experience.

Customer Experience 213
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Customer Experience Banking Consulting Consulting 213

3 Must-Haves on the Path to a Better Customer Journey

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

Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.

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Customer Experience: 5 Startling Predictions for 2020

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Customer Experience was not showing the expected returns.

Customer Experience 246
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Customer Experience Consulting Consulting Chatbots 246

5 Reasons Your KPIs Are Hurting Your Customer Experience

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
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Customer Experience Consulting Consulting Customer emotions 246

How to Make or Break Your Customer Experience

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. Overlook this, however, and you are not likely to end up with the Customer focus you seek. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Customer Experience 250
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Customer Experience Scripts Consulting Consulting 250

The Light At The End of The Tunnel: Reimagine Your Customer Experience

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. Now, we can decide what parts of the change we want to keep to respond to what customers want now. Talk to your customers about what they want.

Customer Experience 317
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Customer Experience Consulting Consulting Personalization 317

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

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Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

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., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Along with being a popular international speaker, blogger, and author of Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies , Thompson and I go way back.

Customer Experience 306
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Customer Experience Journey mapping Benchmark Surveys 306

What Do The Pioneers of Customer Experience See for The Future

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. The future of customer experience is infused with technology and data.

Customer Experience 212
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Customer Experience Consulting Consulting Customer centricity 212

4 Things We Can All Learn from a Retail Customer Experience

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. Using scents to help create a positive experience for your retail customers works for many different industries though. Don’t underestimate the scent in your retail experience design. Undertake what we call a Customer Mirror.

Customer Experience 296
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Customer Experience Real estate Consulting Consulting 296

Who Wins – Brand Or Customer Experience?

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. With the incredible speed at which actions provoke reactions on media like Twitter and Facebook, it is becoming absolutely critical for any brand to measure and manage the emotional responses that it evokes in existing and potential customers. Blogs Customer Experience

Customer Experience 285
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Customer Experience Advertising Customer emotions Enterprise 285

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. want customer.

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What Does The Scottish Independence Vote Have to Do with Customer Experience?

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.”. An experiment was conducted with students to bet on “Heads or Tails”. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well.

Customer Experience 284
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Customer Experience Consulting Consulting Customer emotions 284

Why Most Customer Experience Programs Fail

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. The symptom is a poor experience; the cause is their lack of Customer centricity. The reason your organization is delivering the experience it does today is because of the way your organization is.

Customer Experience 308
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Customer Experience Customer emotions Journey mapping Marketing 308

How to Create A Financial Times Award-Winning Consultancy from Scratch

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. When I started my Global Customer Experience consultancy, no one knew me or even what Customer Experience was. Know what drives value for your customers.

Consulting 234
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Consulting Consulting Benchmark Marketing 234

Why Uncertainty Can Destroy Your Customer Experience

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. Probability Estimation and our feelings of uncertainty are linked and drive our behavior as customers more than we probably think. So, what does that mean for your Customer Experience?

Customer Experience 262
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Customer Experience Benchmark Consulting Consulting 262

PPT Solutions Wins Stevie Awards® for Call Center Consulting Practice of the Year and Customer Service Solutions Technology Partner of the Year

ppt solutions

FEBRUARY 5, 2021

The post PPT Solutions Wins Stevie Awards® for Call Center Consulting Practice of the Year and Customer Service Solutions Technology Partner of the Year appeared first on PPT Solutions.

Consulting 83
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Consulting Consulting Contact Center Technology 83

Re-Imagining Your Customer Experience in a Time of Change

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. So, the question becomes, can you use this opportunity to make more fundamental changes to your model in a way that benefits customers in the long term?

Customer Experience 267
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Customer Experience Airlines Journey mapping Consulting 267

Brand Or Customer Experience – what comes first?

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 240
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Customer Experience Consulting Consulting Marketing 240

Press Release: Leading BPO reaches out to CX and Contact Center consulting firm for assistance in improving agent retention

Taylor Reach Group

NOVEMBER 1, 2019

an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. The US-based client provides customer care and account receivables management services to some of the most respected companies nationwide, including many Fortune 500 companies. Taylor Reach Group, Inc.,

Consulting 56
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Consulting Consulting outsourcing Contact Center 56

Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy

Taylor Reach Group

NOVEMBER 11, 2019

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. Taylor Reach’s consultants, each with over 20 years of Contact Center expertise, completed on-site analysis, auditing and stakeholder interviews at each of the client’s call centers.

Consulting 53
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Consulting Consulting Benchmark Contact Center 53

Financial Institution Appoints Contact Center Consultancy

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
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Consulting Consulting Contact Center Government 48

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

Customer Experience 310
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Customer Experience Consulting Consulting B2C 310

The (Consultant-Approved) Customer Service Diet

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
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Consulting Consulting Scripts Customer Service 40

4 Reasons to Utilise an Omnichannel Customer Experience

Call Design

AUGUST 18, 2020

With the digitalisation of the customer journey, businesses need to implement an entirely digital customer service experience. Customers Want an Omnichannel Experience. Improve Customer Satisfaction.

Customer Experience 116
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Customer Experience Chatbots Consulting Consulting 116

How Does Mental Accounting Influence Customer Experience

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. How your customer mentally budgets for your experience has a significant influence on how happy they are with it. So, what does all this have to do with your Customer Experience?

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Accountability Customer Experience Entertainment Benchmark 261
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