inmoment
SEPTEMBER 19, 2019
InMoment’s customizable guest experience platform and inveterate consultants make it an ideal place to start for any company considering future-proofing. . Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences.
Quality Contact Solutions
DECEMBER 16, 2020
You have to break it up, build in some engagement, and consultative questions when appropriate. ” It’s important to note that engagement and consultative based questions in your script don’t mean you have to sacrifice structure.
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Quality Contact Solutions
DECEMBER 16, 2020
You have to break it up, build in some engagement, and consultative questions when appropriate. ” It’s important to note that engagement and consultative based questions in your script don’t mean you have to sacrifice structure.
Outsource Consultants
MARCH 9, 2023
To ease these concerns, Outsource Consultants has compiled a list of ways to add excitement to returning to the office. If your company is having difficulties finding the right fit, contact our expert advisors for a no-charge consultation.
Beyond Philosophy
JUNE 20, 2015
The company needs to understand the benefits, and overall perceived value, customers seek in the entertainment experience. 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.
Beyond Philosophy
JUNE 1, 2015
A recent Forbes article by McKinsey (“Making Loyalty Pay: Six Lessons From The Innovators”), showed that, based on the consulting organization’s recent study, loyalty program participation has steadily increased over the past five years (a 10% annual rate of growth), with the average household now having almost 25 memberships ( [link] ) For all of that growing popularity, there are huge questions for marketers: Are the programs contributing to increased sales? Michael Lowenstein, Ph.D.,
DMG Consulting
MARCH 18, 2020
Work-at-home (WAH) has been a topic entertained by the contact center world for the past 15 years. DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics.
Outsource Consultants
AUGUST 23, 2021
Or has an entertaining Twitter account. If you want to learn how Outsource Consultants can be your secret weapon in the draft room, get started by requesting your free call center cost proposal. Fantasy football has come a long way in the past couple of decades.
DMG Consulting
AUGUST 16, 2022
The use cases for these solutions are increasing as companies roll them out in support of departments and activities across the enterprise, such as marketing, travel and entertainment, event management, human resources, and much more. The post IVAs: Self-Service Solutions that Work appeared first on DMG Consulting. IVAs: Self-Service Solutions that Work. August 4, 2022 By Donna Fluss. View this article on the publisher’s website.
DMG Consulting
JANUARY 29, 2021
Everything that could go virtual did, and the businesses that had this option were the lucky ones, unlike some of their peers in the entertainment and retail world. . 2021: The Year of the Contact Center.
DMG Consulting
SEPTEMBER 13, 2021
This is the case in companies in a variety of industries, including financial services, healthcare, insurance, telecom, retail, travel, entertainment, and many others. The post The Business Case for Making Contact Center Applications Standard Employee Productivity Tools appeared first on DMG Consulting. The Business Case for Making Contact Center Applications Standard Employee Productivity Tools. Sep 3, 2021 Donna Fluss. View this article on the publisher’s website.
Outsource Consultants
MARCH 16, 2020
Non-critical travel has become a rarity, although its need was already shrinking due to rampant cancellations of business and entertainment events. On Wednesday, the WHO officially designated the COVID-19 outbreak a pandemic – a new disease that is spreading worldwide.
Outsource Consultants
FEBRUARY 7, 2020
Management Team Buyouts are wonderful instruments but add a layer of risk to both sides that must be understood before entertaining them. If you’re thinking about selling your call center, Outsource Consultants can help!
Outsource Consultants
DECEMBER 9, 2019
Do they want more of a cash structure or would they entertain stock, earn-outs, or seller notes? If you’re thinking about selling your call center, Outsource Consultants can help! This article is part of a series entitled: Getting the Most Value for My BPO.
Beyond Philosophy
JANUARY 19, 2022
While they have to this point largely been dominated by games and entertainment, these immersive technologies are poised to change how people interact with brands’ products and services in more everyday ways. The metaverse. It is supposed to be a digital world.
Maru Group
OCTOBER 19, 2022
By Maru Entertainment & Technology | September 6, 2022. Free streaming channels—in industry parlance, FAST (Free Ad-Supported Streaming TV)—are one of the hottest topics in the entertainment business.
Beyond Philosophy
DECEMBER 24, 2022
and founder of TRAP LAB , a few months ago, there is sure to be something for everyone—or at least some thing to entertain you. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. This is what we have learned… appeared first on CX Consulting. The end of a year is always a nice reminder to reflect on time passed.
Outsource Consultants
APRIL 11, 2018
The big goal should be to reduce hold times, but while hold times are still a reality it’s important to mix up the music and make it more entertaining and pleasing to the ear. Outsource Consultants are contact center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading call centers.
Outsource Consultants
JUNE 12, 2018
Gaming & Entertainment. Outsource Consultants are contact center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading vendors. How long can you go without using your smartphone? A study showed that more than 50% of teenagers under 18 years of age said they couldn’t go more than a day without using their smartphone, according to an article by Vipin Jain.
Beyond Philosophy
JANUARY 17, 2018
In both situations, you are going to spend more money than you thought you were going to for entertainment. So, when you lose the ticket, you have drained what you allotted mentally for your entertainment budget that evening, so you are unwilling to spend another $20 (it isn’t in the budget, after all!). You still have the $20 for entertainment in the mental budget. Imagine that you bought a ticket to see a play for $20.
Beyond Philosophy
APRIL 21, 2022
Consider the following: 57% of Americans want brands that make them laugh and entertain them. 66% of the older demographic want laughter and entertainment, so even more than the general population. Marketers want to target specific customers to get them to buy their product or service.
Natalie Petouhof
AUGUST 31, 2022
Natalie is a Senior Customer Experience Strategist and Business Consultant at Genesys®. In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences.
ShepHyken
OCTOBER 31, 2017
With more than 12 years of experience in the Hospitality, Tourism, and Attractions Industry, Joshua specializes in guest experience training, feedback analysis, mystery shopping, and quality assurance consulting. Everyone is competing for the entertainment dollar, and the way that you get that dollar is through the experience.” – Josh Liebman. . Josh Liebman Encourages Running Toward Complaints, Not Away From Them.
Beyond Philosophy
JULY 19, 2019
There was a phrase that used to entertain me along these lines that said, “When somebody pats you on the back, they are looking for the place to stick the knife.” If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com. When I worked in the corporate world, people often asked me what I did all day.
Beyond Philosophy
FEBRUARY 10, 2020
Examples could be Apple moving from equipment and into entertainment, or Dyson moving from vacuums into fans. They enlisted our global Customer Experience consultancy to improve their Net Promoter Scoreâ (NPS)* by 40 points over 30 months, which led to a 10 percent rise in shipping volumes.
Beyond Philosophy
JULY 20, 2021
Shortly after the BT Customer Experience program was a success, I wrote my first of seven books on Customer Experience, Building Great Customer Experiences (Palgrave Macmillan, 2002) , and started my global Customer Experience consultancy, Beyond Philosophy.
Beyond Philosophy
DECEMBER 2, 2021
For example, at our global Customer Experience consultancy, we take clients on study tours. For example, the entertainment industry thrives on it. That’s only one example of dozens in entertainment. People look back on their childhood and talk about how terrible it was.
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. But stories aren’t just useful tools for entertainment and customer engagement. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.
JustCall
MARCH 23, 2023
There is no transferring of calls or consultation with a colleague when the call comes to these agents. An IVR should be able to integrate entertainment, education, and sales initiatives.
Beyond Philosophy
JANUARY 19, 2022
Usually, you think of VR as an entertainment experience. However, Coca-Cola is taking their use of AR and VR beyond traditional entertainment and gaming use into new areas. Great Practical Examples of the Beginning of the Metaverse appeared first on CX Consulting.
Beyond Philosophy
JANUARY 18, 2016
According to the YouTube Video , the family found the tech asleep on the couch in their entertainment room, using their son’s pillow for his head. And then the stories go viral or become the subject of well-produced and highly entertaining country song on YouTube. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Ever blown it with a Customer? We all have.
Beyond Philosophy
FEBRUARY 6, 2020
Moreover, these games are usually fun, so much so that sometimes the entertainment industry makes them into a game show. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.
Beyond Philosophy
JUNE 15, 2016
Toms shoes, for example, hopes to entertain its customers with an in-store virtual reality video that immerses them in a company trip to Peru to distribute shoes to children. As a customer experience consultant, I see customer experience at the heart of all of these virtual reality efforts. Toms is hoping to entertain and inspire – both positive emotions that drive brand loyalty. Over the past few months, some retailers have been experimenting with virtual reality.
Call Center Weekly
DECEMBER 19, 2017
We want entertaining videos that make a point quickly; and we want systems that let us find and consume content with the click of a button." Microlearning has become a prominent purveyor of digital learning - sporting short pieces of content (from a few to 5 minutes), often designed as entertaining videos with audio and animation, in some cases targeted to a specific bit of knowledge or single skill, and capable of being powered by platforms that curate users' history.
Beyond Philosophy
JUNE 25, 2020
You can have a brilliant, entertaining ad that’s concise and emotional for a product, but if people don’t remember it when they are making a buying decision, it failed. The post 5 Surprising Rules to Live By When Managing Customer Memories appeared first on CX Consulting.
Beyond Philosophy
DECEMBER 15, 2022
It needs to have an element of entertainment or engagement that serves those relationship needs between people. The post appeared first on CX Consulting. Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares?
Vcaretec
JUNE 6, 2022
We were prepared for the holiday surge in customer support tickets and traffic thanks to the Vcare team” Billy May -- Hastings Entertainment From The Care Industry. For some online retailers, the holiday season can make up 40% of their annual revenue.
CSM Magazine
DECEMBER 7, 2022
Self-proclaimed ‘data detective and geek storyteller’, Tim Harford OBE, will entertain delegates at Disrupt in London in February.
Beyond Philosophy
AUGUST 8, 2016
As Customer Experience Consultants, we hear our clients worry about how much their Customer Experience program improvements will cost. By making it entertaining while you deliver the usual safety demo, you surprise your Customers, and except the rare curmudgeon, you make them laugh. As part of my Customer Experience Consultancy, I travel and stay at hotels a lot.
Beyond Philosophy
DECEMBER 25, 2017
Storytelling is a fantastic tool for entertaining and engaging both your customers and employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018.
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