Beyond Philosophy

OCTOBER 2, 2017

Embracing the all-encompassing nature of customers’ irrationality: It is standard practice for Customer Experience teams to undertake a customer survey to determine why customers did what they did. This exercise will not reveal the real reasons customers decided to buy. Follow Colin Shaw on Twitter & Periscope @ColinShaw_CX. .

Customer Experience 574

Customer Experience Customer emotions Consulting Consulting 574

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. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Complete this short survey. Please tell us how we are doing!

Consulting 150

Consulting Consulting Surveys Customer Experience 150

Beyond Philosophy

APRIL 21, 2021

Ten-Pow has been consulting in Customer Experience for over two decades. Ten-Pow says that there is a common misconception around Customer Experience that it is a “feel-good” exercise with no tangible benefits for the brand. Complete this short survey. Key Ideas to Improve your Customer Experience. How can we help?

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! On a practical level, Killip says their clients survey consumers to understand consumers’ views and what they’re doing, thinking, and feeling to feed into their customer strategy.

Surveys 195

Surveys Consulting Consulting Metrics 195

ShepHyken

DECEMBER 4, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. Do it yourself, or engage with a customer experience consultant like us. They deserve it.

Customer Experience 351

Customer Experience Airlines Customer centricity Surveys 351

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. Do the same survey as well of a customer’s likely first impression when it occurs via the phone, chat, the web, or mobile. Is it inviting? And so forth.

Customer Experience 264

Customer Experience Customer Service Consulting Consulting 264

Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. This model also powers our B2B Trust Evaluator , which is more than ‘just another survey’!

B2B 130

B2B outsourcing Customer centricity Consulting 130

Beyond Philosophy

SEPTEMBER 26, 2018

Another part of the whole exercise to gauge feelings is first to define what emotion you are trying to evoke from your customers. In our global Customer Experience Consultancy, we recommend asking your customers often about how they feel. By that, I mean with a customer survey in the mail or online, etc.

Customer emotions 324

Customer emotions Consulting Consulting Customer Experience 324

PeopleMetrics

OCTOBER 3, 2019

No matter what, your VoC partner should certainly have an implementation team that sets up your VoC — including survey design, programming, dashboard creation, user setup, and ensuring your customer list is ready to go once you are ready to begin. Check off the essentials. How many new business leads have been generated as a result of VoC?

Surveys 60

Surveys Technical Support Analytics Consulting 60

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

Beyond Philosophy

OCTOBER 4, 2018

As a global Customer Experience consultant, I encourage my clients to design accommodations for this effect in the Customer Experience. You can put it on a customer service survey or glean it from a customer quiz. So what can you do to respond to a customer’s lack of resources? How can you accommodate customers throughout the day?

Government 353

Government CRM Personalization Customer Experience 353

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. Indeed, experts encourage companies to focus on team-building exercises to enhance loyalty and engagement in their remote workforce.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

CSM Magazine

DECEMBER 10, 2021

As a CX consultant with decades of experience in contact center solutions, Avtex has a unique viewpoint to the changing landscape of both CX and EX best practices. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization. About the Author.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

Taylor Reach Group

AUGUST 26, 2020

Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So you need to initiate enough surveys to get a reasonable sample size. A common error and observation in these exercise is to only focus on live contacts. One way to measure FCR is to ask your customers!

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Fonolo

JANUARY 11, 2022

Renée Evenson’s book contains hundreds of phrases and scripts that you can equip your agents with, so they’re always ready to communicate with empathy , the magic sauce that leads to superior Customer Satisfaction survey scores. How to Train Your Call Center Agents to Exercise Empathy.

Call Center 81

Call Center Marketing Management First call resolution 81

delighted

NOVEMBER 3, 2022

By completing the exercise, you’ll also gain clarity around questions like: what goal can we achieve with one project over another? Consulting the product roadmap can help you gain clarity on what’s important and time-sensitive so you can make better decisions for your business. It allows you to solidify your strategy. No problem.

Surveys 88

Surveys Feedback Management Marketing 88

Satrix Solutions

JUNE 11, 2018

Customer Journey Mapping Exercise. One idea is to conduct a Customer Journey Mapping exercise. As a more formal approach, a Customer Journey Mapping exercise highlights opportunities for improvement and can identify where to smooth out the process to reduce any friction customers may experience. Ask for a Free Consultation.

Journey mapping 60

Journey mapping Customer Experience Education Customer retention 60

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Here at PeopleMetrics, I encourage my team to create surveys and feedback mechanisms that somebody can complete while standing in the line at the supermarket.

Feedback 86

Feedback Surveys B2B Call Center 86

ProProfs Blog

APRIL 5, 2019

Well, I’d say why not consult a customer service expert to help you bring the necessary changes to the strategies. But with customers increasingly ignoring surveys, they’ve had to change how they get that feedback, so they are opting to get short feedback across interactions, which gives them a fantastic insight across the customer journey.

Customer Support 140

Customer Support Chatbots Customer centricity Feedback 140

Select VoiceCom Blog

MARCH 21, 2023

According to the Boston Consulting Group , resilient businesses gain a competitive advantage during crises because they cushion the impact of the major event, as well as recover and adapt quickly. In a McKinsey survey , three in four respondents mentioned that business-model innovation gave them the most leverage.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Government Surveys 52

Education Services Group

FEBRUARY 16, 2022

Boston Consulting Group described the journey mapping exercise this way , “To put their customers at the center of their business, companies should take their cue from digital natives and reorganize change initiatives around the customer journey—an end-to-end approach to conceiving and solving each distinct customer mission.”.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

Beyond Philosophy

APRIL 2, 2022

This exercise demonstrates how customers’ expectations develop. Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. appeared first on CX Consulting. So, how did these images and adjectives get there?

Journey mapping 34

Journey mapping Construction Consulting Consulting 34

Taylor Reach Group

MARCH 26, 2019

There is no question that customers are the best source in providing such measurement but surveying customers could become a costly exercise. To find out more about how Taylor Reach can help your company with [TOPIC], CLICK HERE to schedule a free consultation. Definition and Measurement.

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

aircall

JANUARY 5, 2022

According to a TalentLMS and a Workable survey, 72% of technology professionals are thinking about quitting their job over the next 12 months. As consulting firm Korn Ferry points out, asking candidates to perform technical tests might cost them time and, ultimately, the talent they want most. How to Retain Top Tech Talent.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

Interactions

OCTOBER 15, 2020

In a recent survey by Celent , virtually all insurers agreed that digital transformation was a critical part of their customer experience and channel improvement strategy. . Robert Lajdziak, senior consultant for insurance intelligence at J.D. Insurers will then need to consider how technology will come into play.

Marketing 62

Marketing Customer centricity Self service Technology 62

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. Do you ever wonder if you're doing as well as your competitors? Of course you do! Sean holds a Ph.D.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

HGS

NOVEMBER 19, 2014

Hire a consultant, a partner, or do it yourself but test your current customer touch points be it by phone, web site, email, chat, video, text, etc. Additional information can come from many other sources as well , including speech and text analytics, CRM data, customer surveys, online reviews, or social media monitoring.

Business Process Outsourcing 130

Business Process Outsourcing outsourcing Interactive Voice Response Analytics 130

Peter Lavers

NOVEMBER 14, 2017

A survey I commissioned, with Worldwide Business Research , found similar challenges meeting demand. Laughlin Consultancy provides training, consultancy, mentoring & other services. Looking at the feedback from past training courses, on Softer Skills for Analysts, the most popular exercise is on questioning.

Analytics 100

Analytics Banking Consulting Consulting 100

Taylor Reach Group

MARCH 27, 2018

Financial Institution Appoints Contact Center Consultancy. Medical Marijuana Company Appoints Contact Center Consultancy to Develop Agent Training Program . Financial Institution Appoints Contact Center Consultancy. Financial Institution Appoints Contact Center Consultancy . Customer Service and the Golden Rule .

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. Continuing with our earlier example, the next question in the survey might be “Please tell us why you feel that way.” There is gold in each comment that customers share with you.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

Education Services Group

AUGUST 4, 2021

That’s exactly what Anita Toth helps her clients do as Chief Churn Crusher of her consulting agency. It’s also critical that whether you hire an outside consultant or you do it yourself, you’ve got to standardize your interview questions. MW: Customer interviews, not just surveys. Really important. AT: Exactly.

SaaS 52

SaaS Metrics Surveys Consulting 52

aircall

FEBRUARY 2, 2018

Agents won’t need to consult supervisors or colleagues when reviewing policies, or when uncertain about processes. Through forms, quizzes, or surveys, you’ll be able to collect the information you need without making your customers go out of their way. Here, as in most of life’s endeavors, information is power.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Russel Lolacher

APRIL 5, 2021

Bonus: Embrace customer-centricity – during a user experience (UX) exercise of our public service websites in our team’s early years, one of the feedback quotes was “you wrote this for yourselves, not for us.” Creativity, empathy, effort, humour… all ingredients to build connection.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

ijgolding

OCTOBER 28, 2015

It is not a mental exercise, but requires literally walking in the customer’s shoes through the service in question. These are the things that participants don’t mention in surveys or focus groups. Traditional market research focuses on finding “truths” through asking hundreds of customers to fill out a survey or rate a service.

Customer Experience 127

Customer Experience Banking Journey mapping Education 127

Help Scout

JUNE 3, 2021

You could even send out a team survey to see what people are interested in for a new tool. However, the truth of the matter is most salespeople take a consultative approach; they’re more laid back and less pushy. The only way you get any true value out of this exercise is if you’re willing to really hear the feedback offered.

Sales 105

Sales Feedback Accountability CRM 105

Help Scout

AUGUST 17, 2021

You could have your team apply knowledge when they’re learning by creating exercises like practice client calls, where you set a basic scenario and have them play it out. You could even survey reps ahead of time to ask what areas they’re feeling less-than-certain in and focus on those. Tip #15: Focus on consulting, not convincing.

Customer Service 81

Customer Service Finance Consulting Consulting 81

The Petrova Experience

JULY 9, 2020

And while these are important bi-products of our work and the work of other strategy consultants, the real value of a strategic product is that you, the organization leadership, change your way of thinking, speaking, and leveraging your business. Room service is a good place to start your reimagining exercise. Eliminate Anxiety.

Real estate 52

Real estate Self service Consulting Consulting 52