Advantage Communications
AUGUST 5, 2022
The customer experience (CX) is your customer’s overall perception of your brand based on every experience they have had with your company. customer experience
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.
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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.
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. By Colin Taylor.
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.
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value.
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.
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.
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.
DMG Consulting
JANUARY 17, 2023
DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market R eport. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. A customer-first strategy is imperative in today’s service culture,” says Donna Fluss, President of DMG Consulting LLC. “AI
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.
InteractionMetrics
JUNE 9, 2022
Companies depend on happy customers to thrive. And yet… customer indifference is the norm. The latest average American Customer Satisfaction Index score is 73.2. Customer Satisfaction Leaders & Laggards. Experiences are complex, involving hundreds of cues.
Beyond Philosophy
JULY 17, 2021
After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? appeared first on CX Consulting.
Beyond Philosophy
SEPTEMBER 3, 2022
In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. To that end, in this episode we share the five rules of a successful customer experience implementation. Analyze: What changes are possible that might improve experiences? Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources. Customer Experience Podcasts
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.
Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction
Join Brian Morin, CMO, and Phillip Fisher, CX Consultant as they discuss how IVA (intelligent virtual assistants) powered by advanced speech recognition and natural language processing are replacing the traditional IVR with “How can I help you today,” instead of “Press 1” and helping customers self-serve common requests.
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. .
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.
ShepHyken
MARCH 5, 2021
He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. To increase your store’s sales, the customer experience of the store must be top-notch. What’s customer experience?
Beyond Philosophy
OCTOBER 8, 2022
If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted. Video can be the untapped jewel of your experience design, and we will explain why. I had a similar experience with my doctor. Customer Experience Podcasts
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.
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.
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. As I reflected on her experience I began to imagine a store that would offer my daughter the opportunity to safely shop for her family. Inclusive Design Redesigning the customer experience will require implementing inclusive design strategies.
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.
CCNG
OCTOBER 19, 2022
Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business.
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?
Concentrix
DECEMBER 22, 2022
Concentrix was positioned as a Contender for current offerings, strategy, and market presence. 2022 Awards
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.
Beyond Philosophy
JULY 24, 2021
For three years running, Beyond Philosophy has been recognized by Financial Times as a leading management consultancy organization. I have used it to help organizations that hire us to improve their Customer Experiences to build their teams. Customer Experience Podcasts
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.
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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.
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.
The Petrova Experience
JANUARY 11, 2023
The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Now, Wall Street analysts will be much more open to talk about investing in passenger 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.
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.
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.
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.
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.
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
Beyond Philosophy
OCTOBER 28, 2021
Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. For example, when it comes to experiences in contact centers, it’s about convenience.
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