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 397

Customer Experience Feedback Journey mapping Surveys 397

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. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Customer Service Metrics Journey mapping 195

Beyond Philosophy

OCTOBER 23, 2021

Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there. Not long after that, Joe Pine co-authored a book called The Experience Economy , that changed the way at looked at the future of business.

Customer Experience 195

Customer Experience Consulting Consulting Customer emotions 195

Beyond Philosophy

OCTOBER 2, 2017

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Every Customer Experience professional wants to build customer loyalty.

Customer Experience 573

Customer Experience Customer emotions Surveys Consulting 573

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. Key Ideas to Improve your Customer Experience. Complete this short survey. How can we help?

Customer Experience 273

Customer Experience outsourcing Call Center Consulting 273

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. Key Ideas to Improve your Customer Experience. Complete this short survey.

Customer Experience 195

Customer Experience Consulting Consulting Surveys 195

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 381

Customer Experience Airlines Customer centricity Contact Center 381

Beyond Philosophy

JUNE 12, 2021

These things are part of three news stories that can provide insight into improving your Customer Experience. Like you can learn from other people’s experiences, you can learn from other people’s mistakes. Key Ideas to Improve your Customer Experience. Complete this short survey. How can we help?

Customer Experience 259

Customer Experience Consulting Consulting Surveys 259

Beyond Philosophy

MAY 8, 2021

We also explain what happens to your relationships with customers when you lie to them. Key Ideas to Improve your Customer Experience. Author, consultant, and investor Nir Eyal, breaks down lying into a 2 x 2 framework. Complete this short survey. Customer Experience Information & Resources.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

Beyond Philosophy

MAY 15, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business.

Customer Experience 259

Customer Experience Management Customer emotions B2B 259

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. The result? Higher brand loyalty.

Customer Experience 83

Customer Experience Feedback Journey mapping Analytics 83

Beyond Philosophy

APRIL 24, 2021

He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. We created a fictional restaurant called Hamilton’s Fine Dining, which, you can imagine, had no budget at all for Customer Experience Design.

Customer Experience 221

Customer Experience Consulting Consulting Enterprise 221

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. Complete this short survey.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

CCNG

APRIL 2, 2021

CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Customer Experience 3 is the third in a series of books that are a collection of the best and most innovative ideas of customer experience professionals from around the globe.

Customer Experience 195

Customer Experience CCNG Journey mapping Customer Care 195

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Journey mapping Surveys Feedback 117

Beyond Philosophy

JANUARY 15, 2022

In this episode, we talk with the Managing Director of the ACSI, David VanAmburg about what has been going on over the past ten years in Customer Experience. Key Ideas to Improve your Customer Experience. Then, following that was Customer Relationship Management (CRM). Complete this short survey.

Customer Experience 170

Customer Experience CRM Consulting Consulting 170

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

Customer Experience 316

Customer Experience Employee engagement Customer centricity Journey mapping 316

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. . – Shep Hyken. What You Can Do.

Customer Experience 263

Customer Experience Feedback Contact Center Surveys 263

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 345

Surveys Contact Center Customer Experience Customer Service 345

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 a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic.

Customer Experience 218

Customer Experience Consulting Consulting Technology 218

ShepHyken

AUGUST 19, 2022

In their recent survey of over 560 agents, they found that agents who stray from their prescribed call scripts are happier in their jobs overall. A deeper dive into this finding reveals that agents most often deviate from their scripts because they want to improvise based on the customer’s needs.

Customer Experience 240

Customer Experience Scripts Employee engagement Best practices 240

Beyond Philosophy

OCTOBER 1, 2015

When an experience is complex, people gravitate toward the high-cost channels, i.e., the call center. Customers value simplicity enough to pay more for it. Of those surveyed, 38% of them said they would pay more for a simpler experience. Customers are more likely to recommend you to someone else when you keep it simple.

Customer Experience 408

Customer Experience Call Center Morale Advertising 408

Beyond Philosophy

JULY 16, 2022

They are implementing a Voice of Customer program to identify critical improvements necessary for the organizations. Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Complete this short survey.

Customer Experience 394

Customer Experience Surveys Consulting Consulting 394

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. Make the beginning and ending of the customer experience perfect.The human memory is far from egalitarian. Is it inviting?

Customer Service 264

Customer Service Customer Experience Self service Consulting 264

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Surveys 279

Surveys Customer Experience Enterprise Consulting 279

Beyond Philosophy

DECEMBER 10, 2015

You could have a great experience with a product or service, but if something unpleasant or disappointing happens at the end of that experience, that unpleasantness is the part that you remember. It can be the screech that ruins your Customer Experience. This rehearsal should be designed into your Customer experience.

Customer Experience 274

Customer Experience Journey mapping Customer emotions Scripts 274

Beyond Philosophy

AUGUST 27, 2022

Key Ideas to Improve your Customer Experience. Complete this short survey. Customer Experience Information & Resources. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. ” However, intuition lives squarely in our brains.

Customer Experience 354

Customer Experience Consulting Consulting Surveys 354

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Customer Experience Customer Service 182

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Everyone needs to understand how they are affecting the customer experience. Thanks Ben!

Customer Experience 251

Customer Experience Real estate Customer Service Journey mapping 251

Satrix Solutions

JANUARY 24, 2022

Over the past two years, organizations have faced new challenges in attracting and retaining customers: an entirely new business environment and culture, threats of ongoing inflation, labor & supply chain shortages, and pandemic-related disruptions. As the world is forced to pivot quickly, so too are B2B organizations.

Customer Experience 97

Customer Experience Customer centricity B2B Feedback 97

CCNG

MAY 10, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. Consistently.

Customer Service 195

Customer Service CCNG Customer Experience Journey mapping 195

Beyond Philosophy

FEBRUARY 6, 2021

Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making. Key Ideas to Improve your Customer Experience. 24:24 Wilson shares what her team looks for to resolve poor financial decision-making in their customers.

Customer Experience 482

Customer Experience Consulting Consulting Finance 482

Beyond Philosophy

MAY 25, 2022

In this episode, we host Thomas Goodmanson , President and CO of Calabrio , a global Customer Experience intelligence company that builds software to enrich customer interactions. Key Ideas to Improve your Customer Experience. Complete this short survey. Customer Experience Information & Resources.

Contact Center 370

Contact Center Customer Experience Call Center Self service 370

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?

Customer Experience 71

Customer Experience Customer Service outsourcing Call Center 71

Beyond Philosophy

DECEMBER 31, 2022

Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. Over time, my call center team were hopping throughout the garden of customer centricity, but it required focus and effort on both our parts. Customer Experience Information & Resources.

Call Center 221

Call Center Customer Experience Customer centricity Consulting 221

Call Center Weekly

FEBRUARY 12, 2018

By Darcy Bevelacqua Customer Experience is Everywhere From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV).

Customer Experience 245

Customer Experience Journey mapping Gamification Surveys 245

DMG Consulting

MARCH 11, 2022

2022: The Year Dedicated to Improving the Customer Experience. On an annual basis, in the November/December time frame, DMG Consulting (DMG) conducts a worldwide survey of contact center and enterprise executives and managers to identify their top operational and technology investment priorities for the coming year.

Customer Experience 71

Customer Experience Contact Center Self service Interactive Voice Response 71