Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Real Blue Sky

NOVEMBER 21, 2023

With a focus on cultivating deep connections, fostering a culture of engagement, and driving a business model centered on outcomes, growth is not just possible—it’s achievable. As we delve into five dynamic strategies for brand growth, we’ll explore how prioritizing customer retention can significantly boost profits.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Horizon CX

APRIL 1, 2024

Voice of the customer (VOC) program: The organization has a systematic process for collecting and analyzing customer feedback. Data-driven decision-making: The organization uses customer data to inform its CX strategy and decision-making. Employee engagement: Employees are empowered to deliver a positive customer experience.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 24, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 188

Customer emotions Employee engagement Customer centricity Customer retention 188

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Vcaretec

JUNE 6, 2022

I tweet about customer focus, leadership, IT, and tech. Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.' Connect: @GuyKawasaki Peter Lavers Bio: Peter is a customer management and experience expert @WCL. Writer/Analyst by trade. Tweets are my own.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

The Petrova Experience

APRIL 8, 2021

If you are growing at 40%+, all your customer happiness agents are unhappy. They are buried in tickets and customer complaints with no technology tools to support scaling the operation. Your growth may continue, but your customer retention will start leaking. Or the repeat trip to your hotel. The Root of the Problem.

Employee engagement 64

Employee engagement Surveys Customer retention Consulting 64

Customers That Stick

JANUARY 15, 2015

. _. Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. Meet Debbie Szumylo! – She specializes in helping organizations balance employee engagement, customer experience & business results.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Call Experts

JULY 17, 2019

Understanding the customer lifecycle is important. . Every company needs to identify the reasons behind its decay in customer retention rates. It is essential to do an honest assessment of all factors that contribute to customer retention. Impact of Customer Experience on Churn and Retention.

Customer Experience 66

Customer Experience Customer retention outsourcing Call Center 66

SharpenCX

APRIL 14, 2020

Or as famous management consultant Peter Drucker stated , “What gets measured gets improved.” When your employees expect to be measured on their work, they’ll behave a particular way in order to achieve that measurement. Work with your employees to meet their personal needs as well as their professional ones.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

NobelBiz

MAY 16, 2023

This leads to faster resolutions, higher customer satisfaction, and increased brand loyalty. Enhanced employee satisfaction: According to cxtoday.com , around 60 percent of contact centers believe the cloud has increased employee engagement and satisfaction in their organization. Let’s see why.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Taylor Reach Group

MAY 7, 2019

Upsell or customer retention opportunities? To find out more about how Taylor Reach can help your company with Hours of Operation, CLICK HERE to schedule a free consultation. Do we have adequate staff to support the new operating hours? How will the new hours impact scheduling, shift biddings, RTA etc.?

Contact Center 98

Contact Center Consulting Consulting Upselling 98

JustCall

NOVEMBER 16, 2022

Highly interactive, consulting-based, and highly regarded eLearning call center training helps you fill the gaps created by these difficult times. Not all employees are under one roof; thus, eLearning For Call Center Agents promotes educating employees who are working from home and inculcates learning by doing.

Call Center 52

Call Center Consulting Consulting Education 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

NobelBiz

MAY 16, 2023

This leads to faster resolutions, higher customer satisfaction, and increased brand loyalty. Enhanced employee satisfaction: According to cxtoday.com , around 60 percent of contact centers believe the cloud has increased employee engagement and satisfaction in their organization. Let’s see why.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

ClearAction

NOVEMBER 5, 2017

A common way of establishing shared vision for customer experience is to declare a target Net Promoter Score TM or First Contact Resolution percentage or customer retention rate. Does your customer loyalty and engagement programs emphasize volume purchases and evangelizing your brand or creating mutual value?

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

SmartKarrot

APRIL 15, 2022

Apply here: [link] Role: Director, Customer Success Location: Remote, Los Angeles, CA, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention and growth.

Best practices 19

Best practices Employee engagement Accountability Metrics 19

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

SharpenCX

FEBRUARY 10, 2021

Now, looking at this repeat behavior, you learn that to improve customer retention, you have to improve first contact resolution , first. Think about your customer surveys and what you learn in your agent 1:1s, here. You need qualitative data to understand customer sentiment and employee engagement.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Satrix Solutions

JUNE 11, 2018

Spend your efforts on improving your culture and you’ll see improvements in customer retention, greater share-of-wallet, increased customer loyalty, and many other benefits in no time. Ask for a Free Consultation. What are some ways you are building an NPS culture in your organization? Message me on LinkedIn.

Journey mapping 60

Journey mapping Customer Experience Education Customer retention 60

ijgolding

SEPTEMBER 7, 2015

Like myself, Stefan’s background as a practitioner – responsible for thousands of people all over the world for Symantec – gives him an undeniable authority to talk, guide and consult on his subject. As such, the GPI is a very economical way of measuring employee engagement. How the GPI is calculated.

Surveys 77

Surveys Metrics Employee engagement Consulting 77

Hello Customer

FEBRUARY 6, 2020

Securitas is the global market leader in security and is active in sectors such as continuous surveillance, consulting, safety and training. They employ 320,000 people worldwide , to secure customers from the smallest shops to the largest airports. Photo source: Securitas.

Marketing 88

Marketing Feedback Surveys Consulting 88

Callminer

JULY 15, 2019

Employee Engagement Trends of 2019 featuring nGuvu. Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. Register for 9am BST Session .

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Beyond Philosophy

MARCH 19, 2019

We had a guest that explained why Innovative Service is crucial to Customer Experience on our recent podcast. Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. Bell also helps many Fortune 100 companies implement innovative customer-centric strategies.

Customer centricity 339

Customer centricity Customer retention Consulting Consulting 339

CSM Magazine

JUNE 21, 2018

Research shows that high employee engagement leads to better customer engagement. With employee disengagement at all time negative levels companies are in peril right in the starting gate. Recently, a company shared with us that they survey their customers twice a year. Ignorance Is Bliss. Drive by Training.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gamification 265

Gamification Big data Personalization Feedback 265

RapportBoost

DECEMBER 10, 2018

According to research from Aberdeen, companies who provided an Omni-channel customer experience achieve a 91% higher year-over-year increase in customer retention, compared to organizations who don’t. There are many channels and customers often have strong preferences. And customers have increasing power.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 360

Airlines Marketing Enterprise Advertising 360

SmartKarrot

JULY 26, 2021

As businesses become more customer-centric , companies are focusing more on forming and training their internal resources to become CX specialists. Customer Experience Director Customer Experience Manager Customer Experience Consultant Customer Experience Specialist Customer Experience Agent Customer Experience Advocate.

Customer Experience 11

Customer Experience Journey mapping SaaS Metrics 11

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 257

B2C B2B Metrics Entertainment 257

Education Services Group

MARCH 11, 2022

Brand positives associated with currently relevant societal themes, and employee engagement and loyalty, are just two of many. For any company, having a clear sense of purpose comes with several upsides. But purpose can also cause confusion and have unintended negative effects in both those dimensions.

Personalization 52

Personalization Automotive Best practices Education 52