CCNG

AUGUST 16, 2023

Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. One of the best transaction surveys I’ve encountered is from Delta Airlines.

Surveys 195

Surveys CCNG Airlines Consulting 195

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Management 92

Management Upselling Coaching Best practices 92

Beyond Philosophy

DECEMBER 17, 2022

Usually, we want to stop having bad ones, i.e., start losing weight and exercising, quit biting nails, or to stop smoking or drinking so much. 11:10 We get into change management and how habits are an integral part of that process. Key Ideas to Improve your Customer Experience. Habits are a giant part of New Year’s Resolutions.

Consulting 150

Consulting Consulting Surveys Customer Experience 150

Outsource Consultants

APRIL 12, 2021

If you’re looking to refine your already exceptional BPO training or trying to “catch” your competitors, here are the top three priorities for managing your training with your outsource call center vendor: BPO Vendor Priority #1 — Train with the Right Tools. Here are some ideas: Leverage a knowledge base.

Management 125

Management outsourcing Average Handle Time Gamification 125

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. We shared both personal and business things that 2020 has taught us on a recent podcast. At the beginning of the pandemic, I was talking to a client who moved a 500-person call center to work from home in only 15 days.

Consulting 221

Consulting Consulting Government Coaching 221

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. Ideally, it would be great to have one person who did both, but those are a rare breed. . Both forms of intelligence are essential.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

AUGUST 21, 2017

By nature, I’m an organized person. So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. We see it every day in our customer experience consultancy. Manage stress. I like things clear and orderly, laid out in black and white.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Beyond Philosophy

JANUARY 19, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. These managers challenged everything I said and advocated a continuation for what they were already doing.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Forrester, a research and consulting firm, refers to four types of Value Drivers in a recent report from September. Then, test your choices, he says. Satmetrix Systems, Inc.,

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

MARCH 17, 2022

So, if you are not managing the emotional side of your experience, then you are not giving yourself any room for loyalty to form. . When you do things the other person doesn’t like, that’s a withdrawal. . Consider your personal relationships. What makes that person loyal to you? Loyalty implies emotion.

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

JANUARY 19, 2023

I also encourage my client’s participation in the exercise by positioning the pen towards their side of the table. For example, some consultants say that during a sales call, when the prospect switches from talking about what you do to what they do, it indicates that they are making a mental switch to the purchasing process.

Consulting 195

Consulting Consulting Finance Sales 195

Beyond Philosophy

FEBRUARY 17, 2020

In other words, conversations might start on a social media platform and lead to an email interaction, which then led to a voice or in-person interaction with a company. It’s not just about the price or the delivery, or all the other objective things that businesses managed over the years.

Airlines 415

Airlines Call Center Consulting Consulting 415

Beyond Philosophy

FEBRUARY 20, 2020

As you recall, the future of interaction on social media is for a brand to respond as if it were a person, and it will likely be AI-powered in the future. It would be best to take a step back from the day-to-day management perspectives that you engage in and ask yourself, “What is that we want our brand to mean? What are our big goals?”

Construction 406

Construction Chatbots Consulting Consulting 406

Beyond Philosophy

SEPTEMBER 6, 2019

There is an excellent metaphor in the late great Stephen Covey’s book The Seven Habits of Highly Effective People about the difference between management and leadership. Those are tactics that you are managing. . Now imagine a person gets a ladder, climbs up above the forest canopy, and looks around. And why are they important?

Journey mapping 332

Journey mapping Consulting Consulting Customer Experience 332

Beyond Philosophy

SEPTEMBER 17, 2020

Even if a person doesn’t consider themselves “fashionable,” they know there are things they would rather look at than other things. . They displayed many products on a 4′ x 4′ square and an 8′ x 8′ square, both in-person and on-screen. There is a universal appreciation of aesthetics.

Consulting 409

Consulting Consulting Customer Experience Customer Care 409

Beyond Philosophy

JUNE 17, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. These managers challenged everything I said and advocated a continuation for what they were already doing.

Consulting 300

Consulting Consulting Customer Experience Management 300

Beyond Philosophy

OCTOBER 4, 2018

I am a morning person. I carry over this self-management strategy to my behavior as a customer. If the customer is more like my wife, who is a NOT a morning person, and you are working with them early in the day, they might not yet be ready for you. Likewise, we have times when we are not at our best. For example.

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

DECEMBER 28, 2020

This exercise is one of the first things we do when consulting an organization. If you want to be successful in different parts of the world, it becomes vital to have management representation and employees who have a voice. The post Designing Country Culture into Your Global Experience appeared first on CX Consulting.

Consulting 243

Consulting Consulting Customer centricity Customer Experience 243

Beyond Philosophy

MAY 26, 2022

Dommer says certain personality traits relate to people’s identities more than others. Dommer says that when you ask people to describe themselves, some start with personality traits. For example, they might say, “I’m funny, intelligent, and [insert whatever personality trait you might have].

Personalization 195

Personalization Marketing Consulting Consulting 195

Beyond Philosophy

JANUARY 19, 2019

People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. Embrace but manage your use of AI to enhance the experience. However, exercise caution wielding this powerful new tool. –more?. Segment your customers into personas.

Marketing 210

Marketing Customer emotions Consulting Consulting 210

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. Flexibility at work means employees feel empowered to take care of personal responsibilities while contributing to greater company goals.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

Beyond Philosophy

JANUARY 19, 2019

People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. Embrace but manage your use of AI to enhance the experience. However, exercise caution wielding this powerful new tool. –more?. Segment your customers into personas.

Marketing 199

Marketing Customer emotions Consulting Consulting 199

ClientSuccess

FEBRUARY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Gregg Frohman , Director of Consulting. My mornings tend to begin with a little exercise and a lot of coffee. Company : ClientSuccess.

Consulting 50

Consulting Consulting Best practices SaaS 50

Beyond Philosophy

JUNE 23, 2022

Often, the customers were people the shop owners knew personally from shopping in their small business for years. Therefore, the research experience should be engaging, enjoyable, manageable, and not confusing so that respondents can give quality answers to our business questions. Instead, they must rely on customer research.

Surveys 195

Surveys Consulting Consulting Metrics 195

Taylor Reach Group

MARCH 20, 2020

Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization. Mental health has long been stigmatized and many managers are uncomfortable dealing with this topic. Provide free or subsidized lifestyle coaching, counseling, or self-management programs.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Beyond Philosophy

MARCH 26, 2021

Customers also say things like the organization focuses on them, like the customer is the only person in the room or that the representative picks up the customer’s call right away. Even if some of the ideas are terrible or impractical, the exercise has influenced the team to be mindful of making customers feel a specific emotion.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

C3Centricity

MARCH 2, 2020

I’ve been involved in hundreds of successful project management initiatives over my career. Even the highly rated IBM consultants fail 60% of the time. All of these should be covered in the primary planning phase of a project, which clearly shows poor change management. Why projects fail. Source: workamajig.

Management 71

Management Consulting Consulting Marketing 71

Beyond Philosophy

DECEMBER 19, 2020

To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. To have happy employees, you need to manage stress, whether it’s yours or theirs. We also have anxiety from our personal lives. That is easy to say but not easy to do.

Consulting 248

Consulting Consulting Management Coaching 248

JustCall

AUGUST 8, 2023

Most importantly, conversational AI can personalize healthcare through data-backed, customized, and valuable insights. The subsequent pre-consultation takes up to 13.66 Conversational AI can alleviate such friction through hands-on appointment and schedule management. Appointments & Scheduling It takes patients about 17.20

Healthcare 52

Healthcare Consulting Consulting Education 52

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19.

Best practices 116

Best practices Customer centricity Feedback Consulting 116

CSM Magazine

NOVEMBER 4, 2022

Because so much of TX is digital, your brand’s personality and character can get lost in a sea of cybernated interactions. Take care to design a TX where the digital experience feels more like a personal (if not face-to-face) set of meaningful moments within the journey.

Consulting 52

Consulting Consulting Technology Enterprise 52

CustomerSuccessBox

DECEMBER 13, 2021

She is an experienced CS professional with over 18 years of SaaS implementations in multiple roles: Project Management, Consulting, Training, Account Manager, and Customer Success. The stages should be the same, however; the experience should be personalized based on the use cases the customer is looking to onboard.

Best practices 52

Best practices Consulting Consulting SaaS 52

Outsource Consultants

SEPTEMBER 1, 2022

They’re the ones who truly connect customers with brands, and that’s why Outsource Consultants wants to remind everyone why contact center agents are so exceptional! Even when things may feel personal, they dedicate themselves to finding solutions to clients’ problems. They’re Masters of Zen.

Call Center 67

Call Center outsourcing Contact Center Consulting 67

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. This segmentation allows for personalized service, ensuring that customers feel valued and understood.

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Creative Virtual

JANUARY 4, 2022

The most common personal resolutions are focused on being healthier – exercising more, eating better, improving fitness, losing weight, stopping smoking. I am struggling to manage multiple chatbots across different business divisions or departments. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Coaching Consulting 52

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. For example, Product Managers can share research requests when they want to talk to a customer with pain points related to a feature in review.

Management 59

Management Feedback Sales SaaS 59