Incentives and your Customer Experience

Taylor Reach Group

“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.

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

Taylor Reach Group

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

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10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

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.

Consulting is dead.

Waterfield Technologies

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.

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.

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

Micah Solomon

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.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

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.

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

Taylor Reach Group

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.

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

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.”. It is how they feel at every moment of your experience from beginning to end. There are many philosophies out there.

Taylor Reach Welcomes CX and Contact Center Industry Leader Steve Edmondson as Strategic Partner and Consultant

Taylor Reach Group

Industry-leading Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. TRG), is continuing its forward momentum and growth with the addition of strategic partner and consultant, Steve Edmondson.

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?

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

Taylor Reach Group

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. Taylor Reach Group, Inc.,

Friction in the Customer Experience

Taylor Reach Group

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: 5 Startling Predictions for 2020

Beyond Philosophy

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. .

How to Make or Break Your Customer Experience

Beyond Philosophy

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.

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

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.

Guest Blog: Building a Human Powered, Technology-aided 21st Century Customer Experience

ShepHyken

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. This type of effort likely has placed you on a challenging yet rewarding journey toward customer experience excellence.

Guest Post: Chatbot vs. Live Chat – Which delivers the best customer experience?

ShepHyken

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.

Top Tier Customer Experience a Key Focus for new Taylor Reach Senior Consultant Patricia Ballantyne

Taylor Reach Group

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.,

Who Wins – Brand Or Customer Experience?

Beyond Philosophy

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.

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

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.

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

Beyond Philosophy

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!

Why Most Customer Experience Programs Fail

Beyond Philosophy

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?

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

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.

Employee Happiness is the Key to an Excellent Customer Experience

Beyond Philosophy

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.

Is CX Dying? 7 Ways to Save Customer Experience at Your Organization

Beyond Philosophy

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 ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

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.

Are You Limiting Your Customer Experience While Increasing Customer Churn?

Taylor Reach Group

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: Keep it Simple Stupid

Beyond Philosophy

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.

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

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.

Guest Blog: Improving Customer Experience Using Employee Feedback Data

ShepHyken

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. They also understand your customers, perhaps better than your executive team.

The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

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.

Building a Successful Customer Experience Strategy

GetFeedback

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.

Digital Transformation: The Unexpected Opportunities and Surprising Problems for Customer Experience

Beyond Philosophy

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.

Why Uncertainty Can Destroy Your Customer Experience

Beyond Philosophy

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.

The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

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.

Financial Institution Appoints Contact Center Consultancy

Taylor Reach Group

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.

How Does Mental Accounting Influence Customer Experience

Beyond Philosophy

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.

Top 9 Customer Experience Influencers to Follow

Peter Lavers

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.

The (Consultant-Approved) Customer Service Diet

Micah Solomon

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.