Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. PowerPoint is a great tool, but its downside is that it encourages business people to develop presentations based bullet points connected to data.

Entertainment 313

Entertainment Coaching Consulting Consulting 313

Beyond Philosophy

MARCH 10, 2015

Apologize in person. It means more when you are physically present. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.” Most people can forgive a person for making a mistake. Explain what happened.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Beyond Philosophy

JULY 22, 2021

Sherman is the Director of Customer Experience and employee engagement by day and the founder of DoingCXRight.com by night. As I have written before, a Customer Experience is an entire interaction that a person has with the organization, including the rational, emotional, subconscious, and psychological aspects.

Marketing 221

Marketing Customer Experience Consulting Consulting 221

Beyond Philosophy

NOVEMBER 24, 2015

What I have done to good effect is to get different people from across the organization to interview the person as well. However, I am okay with that because they are also the most likely to develop Employee Engagement , an essential ingredient to delivering on the Beyond Philosophy brand promise. Positive Attitude. Initiative.

Employee engagement 271

Employee engagement Consulting Consulting Personalization 271

Beyond Philosophy

NOVEMBER 14, 2017

Specifically with regard to ambassadorship at Virgin, and how it is built on emotional sensitivity, Colin determined that two key values are generated by linking employee and customer experience: “First, it shows Virgin values employees and wants them to feel like their employer cares about their personal lives and needs.

Airlines 218

Airlines Consulting Consulting Enterprise 218

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Real Blue Sky

NOVEMBER 21, 2023

Personalized interactions that make customers feel valued can transform a one-time buyer into a lifelong patron. Loyalty incentives, such as rewards programs or exclusive offers, add another layer of engagement, giving customers a tangible reason to return. Employee engagement and retention are the heartbeats of any organization.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Beyond Philosophy

DECEMBER 20, 2016

The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior and impact on the employee experience.

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150

Beyond Philosophy

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” Individual development.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

CX Global Media

JULY 12, 2019

I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. EXPERT SESSION – How Coca-Cola® Adds Life to Contact Center Employee Engagement. Business Partner and Owner, The LAMA Training by McKee Consulting.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Fonolo

JANUARY 18, 2022

Our review of the past year showed increased customer expectations, innovation in contact center technology, development of safe work environments, and employee engagements – all good indicators that contact centers are more resilient than before. ” – Nerys Corfield, Director of Injection Consulting.

Contact Center 81

Contact Center Interactive Voice Response Call Center Contact center software 81

Integrity Solutions

DECEMBER 20, 2023

We’re waiting for the other person to finish talking so we can tell them what we know. To be clear, active listening in sales- listening to understand- isn’t just about sitting in the silence and waiting for the other person to open up. So often, we listen to respond.

Sales 86

Sales Coaching Consulting Consulting 86

Taylor Reach Group

SEPTEMBER 1, 2020

A good leader is a person who takes a little more than his share of the blame and. Like most contact centers, we nearly always promoted from within: posting supervisor positions, interviewing candidates, reviewing their current work, and offering the promotion to the person we thought would do the best job. By Peg Ayers.

Contact Center 155

Contact Center Consulting Consulting Feedback 155

Russel Lolacher

APRIL 5, 2021

Whether they agree or don’t agree with what you have to say, there is a personal reason behind it. You’re not just talking to one person – in a public social environment, it’s not just the person asking the question or making the comment, it’s all those who see how you respond to that question or comment.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” Do they have a complaint?

Consulting 97

Consulting Consulting Scripts Employee engagement 97

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. An instructor for Linkedin Learning, supporting training and employee development and more. He’s got some knowledge.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Call Design

OCTOBER 29, 2021

As many brands no longer have physical stores and in-person sales representatives, building strong customer service through their contact centres has become essential. Gamification Builds Engagement. A more engaged agent conveys more energetic emotions throughout the experience.

Gamification 78

Gamification Customer Service Consulting Consulting 78

NobelBiz

MAY 16, 2023

Fast forward a couple of decades into the present day, and we get a completely different picture. Agents can access customer information and support tools through a web-based interface, enabling them to provide efficient and personalized support. According to zippia.com , cloud-based (i.e. Let’s see why.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

Russel Lolacher

FEBRUARY 1, 2021

A great presentation is an amazing tool in engaging your employees. But, I can’t tell you often I’ve sat through a presentation that was just a report out in disguise. When asked to do a presentation, make sure that’s what you are actually delivering. This was not a presentation.

Personalization 81

Personalization Employee engagement Consulting Consulting 81

Answer Dash

AUGUST 20, 2019

You presented one brand and switched it for another! Another important point here is how happier employees are better for your customer experience. Engaged workers are better for your bottom line AND customer loyalty and engagement. So don’t assume your employee experience and your customer experience can be different.

Real estate 65

Real estate Employee engagement Consulting Consulting 65

DMG Consulting

OCTOBER 4, 2017

Thank you for your interest in DMG Consulting’s publications. IVAs present companies with a great opportunity to enhance their voice and web self-service environments by making them easier to use, enhancing the options, and increasing customer adoption. Please complete the registration form below. Monthly DMG Newsletter.

Contact Center 48

Contact Center Virtual Agent Self service Chatbots 48

Call Experts

DECEMBER 12, 2019

Most companies present special offers to customers during the holidays to help boost customer engagement and acquisition. How to Provide Personalized Customer Service. Stay relevant and super-serve your customers with employee training. 6 Key Benefits of Employee Call Off Lines. Customer Journey Mapping.

Contact Center 69

Contact Center Wait times Journey mapping Interactive Voice Response 69

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. Well, the one that comes to mind is actually not one where I was a full time employee at a company.

Personalization 98

Personalization Coaching Education Marketing 98

Taylor Reach Group

OCTOBER 31, 2021

The much-ballyhooed Hybrid work environment presents challenges for contact center operators. To find out more about how Taylor Reach can help your company with digital transformation, contact center, or customer experience projects, CLICK HERE to schedule a free consultation. Qualtrics reported that 41.6%

Contact Center 65

Contact Center Coaching Consulting Consulting 65

Integrity Solutions

DECEMBER 12, 2022

Throughout the decades, sales experts and consultants have touted a variety of so-called surefire tips and tricks for account prospecting, targeting and conversion. The past and present of B2B sales: It’s all related. Our podcast conversation was about the intricacies of learning to fish with a spear in sales.

B2B 52

B2B Sales Accountability Inbound sales 52

Russel Lolacher

MAY 1, 2022

In this episode of Relationships at Work, Russel chats with author, speaker, coach and award-winning entrepreneur Vicki McLeod on speaking well in the workplace, either in-person or through technology. How speaking well helps employee engagement. That person over there. How do we present ideas on topics?

Employee engagement 52

Employee engagement Personalization Management Scripts 52

COPC

JUNE 4, 2020

It has been a challenging time that is full of change and I am personally doing well and have adjusted to the new norms since things have settled down very substantially in the past days. Q: What has been your personal experience in going through COPC Inc. It must be tough to manage the day during these trying times.

Best practices 55

Best practices Automotive outsourcing Contact Center 55

NobelBiz

MAY 16, 2023

Fast forward a couple of decades into the present day, and we get a completely different picture. Agents can access customer information and support tools through a web-based interface, enabling them to provide efficient and personalized support. According to zippia.com , cloud-based (i.e. Let’s see why.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Up Your Service

APRIL 1, 2018

Your Service is a global education and consulting company. This presentation will give you an insight into each of these Six Disruptors, and will point you towards the skills and the culture you must build to succeed with your customers, your company, and in your career. The person who can take their business somewhere else.

Customer Experience 80

Customer Experience Education Telecommunications Personalization 80

Natalie Petouhof

MARCH 29, 2017

According to a survey from Edison Research, fans of podcasts listen to an average of five on-demand presentations per week. Looking for ways to make these employees feel like a bigger part of the team? Combat the negative side effects of isolation with weekly checkins to keep your employees engaged with your business and their work.

Entertainment 40

Entertainment outsourcing Employee engagement Marketing 40

ProProfs Blog

JUNE 30, 2020

Develop personal brand. It’s nice to know that average IQ doesn’t limit a person to average performance. When I set out to write The Amazement Revolution, I wanted to create a guide that companies could use to create amazing experiences for their customers and employees. View critics at workplace. Loyalty 3.0:

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Taylor Reach Group

MARCH 8, 2019

But there are consistencies and constants which are universal and are present in each center regardless of the specific industry. Likely each of us has been on a team where one or more team members couldn’t or wouldn’t subjugate their personal agenda for that of the team. This can be an extremely difficult task.

Contact Center 95

Contact Center Accountability Entertainment First call resolution 95

Up Your Service

APRIL 1, 2018

Your Service is a global education and consulting company. This presentation will give you an insight into each of these Six Disruptors, and will point you towards the skills and the culture you must build to succeed with your customers, your company, and in your career. The person who can take their business somewhere else.

Customer Experience 69

Customer Experience Education Telecommunications Personalization 69

Beyond Philosophy

OCTOBER 11, 2019

Laverty says that inside every single person in the organization today is a duty to deliver an exceptional Customer Experience. All the change has presented new challenges. One of the most significant is a decrease in employee engagement. So, our employee engagement levels have now become also part of our focus.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

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. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176