Beyond Philosophy

DECEMBER 19, 2020

A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response. In this case, I didn’t realize it was going to be different to presenting in the USA or UK. It was a long morning.

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Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

NOVEMBER 11, 2021

Hence the five rules I present today. Years ago, my global Customer Experience consultancy did work with a ferry company in the UK. If you think it’s terrible to have a customer complaint, you miss out on this feedback. But remember, wherever they occur, these complaints are not bad; they are excellent FREE feedback.

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Beyond Philosophy

JANUARY 29, 2021

” Or, it might be, “implement this measurement system and collect all feedback from different parts of the customer journey. It was my responsibility to implement it, and then we would present the results. The long and short of it is nothing changed in the customer feedback from year to year.

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Customer Experience Journey mapping Engineering Feedback 397

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

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Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Unfortunately, this feeling of checking a box with customer feedback and then ignoring results is a significant part of the corporate culture.

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CX Accelerator

JUNE 8, 2020

Walk in the customer’s shoes. ,, Nicholas Zeisler , Principal at Zeisler Consulting, challenges us to experience our product or service in the exact same way as customers do. As he points out, “The customer isn’t actually using their voice to provide feedback.” Present your product roadmap and get valuable customer input.

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GetFeedback

AUGUST 23, 2018

Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. We put together this quick list of best practices for responding to customer feedback, so you’re always prepared to make the most of it—whether it’s glowing, scatching, or just so-so. Acknowledge feedback promptly. Be respectful.

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Feedback Best practices Wait times Consulting 68

Customer Guru

APRIL 10, 2018

Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. This article is framed in a question-answer format; please feel free to share your feedback on the article too. I presented my theory for the first time. We would be more than happy to help. Try it, it works!

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DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

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Beyond Philosophy

MAY 17, 2017

It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely. The personalized experience presented does not provide value. What is a CX Data Platform? Use of a single data point.

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Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

AUGUST 21, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. Professor Melumad also said the situation also influences the review.

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Beyond Philosophy

AUGUST 15, 2020

This slant is the result of our self-presentational concerns. Also, it would be best to data-mine the survey to get more candid feedback on your experience since people tend to be more accurate about their wants and needs through their mobile devices. In other words, we don’t want to come across as a negative person.

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Consulting Consulting Personalization Surveys 345

Beyond Philosophy

MARCH 7, 2019

Let’s take a look at a few different ways you can get feedback on customer emotions. I went to a presentation about the results of our research concerning customer satisfaction with some of our key products and services. However, before we get into the types and specifics of the measurement tools, I have some advice.

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Beyond Philosophy

JULY 13, 2021

For example, the trampoline retailer could say they don’t do installations but then present five installer options. It started when the consultant arrived to assess the damage and demanded a payment of £200 before they started. Our team members didn’t have it on them, but that didn’t deter the consultant.

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Beyond Philosophy

JUNE 4, 2020

Sutherland explains that there are butterfly effects in any system which is non-linear and where there are feedback loops. Sutherland describes a day where he presented to 40 people in Romania via Zoom. Also, management consultants apply the same methodologies to all firms, even competing organizations within the same space.

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Beyond Philosophy

JULY 16, 2019

Choice Architecture is nudging people in one particular direction by the way you arrange or present the options. Critics of the ballot’s wording suggest that the binary choice was misleading and the vote might have been different if they presented the options about Brexit differently. Neither would I, but I do at the movies.

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Interaction Metrics

MAY 16, 2024

Is the feedback we currently get from our customers truly objective and representative of our customer base? Phase #3: The purpose of this third phase is to present your data with insights you can use to grow your business, capture more customers, build a more engaged employee base, etc. How do you approach the customer experience?

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Beyond Philosophy

JUNE 11, 2021

In my global Customer Experience consultancy, I have refused to work with some organizations. I skipped their project because I didn’t feel like they were serious, and, in my experience, if an organization isn’t serious about their Customer Experience program, then it won’t be successful. Try to fix things first. Think of it like soccer.

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Airlines Accountability Banking Telecommunications 248

Call Center Weekly

NOVEMBER 19, 2018

Employee feedback I’ve yet to work with anyone, who enjoys denying customer requests. I recommend leadership review customer feedback, customer satisfaction surveys, and other Voice of Customer data, as a team. Empower agents - solicit and accept feedback, and include them in the decision-making process when possible.

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Beyond Philosophy

SEPTEMBER 2, 2021

The behavioral sciences present us with a couple of different theoretical approaches that can help us figure out what could be going on here. better feedback from friends, more acceptance by society, etc.) Another example is presenting the survival rates of surgery. You want people to do something after they read it.

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Beyond Philosophy

OCTOBER 15, 2020

Digital experiences present an excellent opportunity for many organizations to manage Customer Experiences. Surveys tend to be a popular way to get feedback from customers. After a couple of weeks, we will present our recommendations based on our findings. I would also wonder why the front desk didn’t tell me about it.

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Customer emotions Consulting Consulting Customer Experience 327

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. appeared first on CX Consulting.

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Jon Arnold

SEPTEMBER 11, 2023

In case you’re wondering, CCTC is the Canadian Communications and Technology Consultants group, and colleague Cheryl Helm is the driving force. I’m not going to recap the sessions here, but the feedback I’ve seen has been overwhelmingly positive - both the experience and the education from the sessions was worthwhile.

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Education Consulting Consulting Feedback 59

Beyond Philosophy

JULY 13, 2016

As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience. Research shows that the emotions generated by these actions in a customer interaction are the same ones present when a person feels loved. By breaking it down into smaller parts.

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Customer Experience Airlines Banking Customer centricity 278

CX Accelerator

JUNE 8, 2020

Walk in the customer’s shoes. ,, Nicholas Zeisler , Principal at Zeisler Consulting, challenges us to experience our product or service in the exact same way as customers do. As he points out, “The customer isn’t actually using their voice to provide feedback.” Present your product roadmap and get valuable customer input.

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Surveys Contact Center Consulting Consulting 182

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Talkdesk

AUGUST 10, 2016

Let’s face it: no one likes to hear negative feedback. Negative feedback from customers isn’t always what you want to hear, but sometimes it’s what you need to progress in the industry, revise your product and improve your customer service. Feedback is a Good Thing. Unfortunately, life isn’t that easy. Data Tracking.

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Call Center Weekly

APRIL 9, 2018

But, before we plan for the future, we must live in the present and deal with the problems of today. Act on Customer Feedback An important component of forward thinking is strategy. The answer to this, is customer feedback. I personally don't know of another way to think. This is not shortsighted.

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Best practices Consulting Consulting Feedback 143

Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Both our client and BPO success teams focused consultations on how to improve work environments for agents, and, ultimately, the customers they served.

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Beyond Philosophy

OCTOBER 12, 2017

So, ensure that when you present your products that you are living up to their expectations. Always monitor and respond to customer feedback that you receive on the various sites. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Consulting Consulting Sales Surveys 326

Taylor Reach Group

MAY 11, 2023

I also did a keynote presentation titled “Hope is not a Strategy” which focused on the need for a strategy and a robust plan if you want to be successful. To find out more about how Taylor Reach can help with your medium- to large-scale contact center systems implementation, CLICK HERE to schedule a free consultation.

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CSM Magazine

APRIL 4, 2024

Brands must maintain open lines of communication with affiliates, providing timely updates, promotional opportunities, and performance feedback. Regular newsletters, webinars, and one-on-one consultations can help nurture relationships with affiliates and keep them engaged and motivated to promote the brand.

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Marketing Education Consulting Consulting 52

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. As Customer Experience consultants, we see this all the time. Recommendation #4: Get feedback from sources other than surveys. Companies look inside the organization to see what’s good for them. The 75 percent that Thompson describes makes sense to me.

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Customer Experience Journey mapping Customer centricity Surveys 385

Taylor Reach Group

SEPTEMBER 1, 2020

Avoiding Direct Feedback and Failing to Accept It: Conversations about expectations and shortcomings can be difficult for new supervisors. And receiving feedback as a new supervisor can be challenging. They are used to being the best agents, getting nothing but good feedback. Just CLICK HERE to schedule a free consultation.

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Contact Center Consulting Consulting Feedback 155

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Journey Management and Lifecycle Strategic Consultation. They are; Customer Experience and Value Optimization.

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Taylor Reach Group

APRIL 4, 2023

Read the mouse-print in any vendor agreement to ensure that you understand where it aligns with or varies from what has been presented verbally. Consider an outside consultant to take on this role. Get feedback from the front-line. They will be the ones using the new system, so their feedback should matter most of all.

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Contact Center Consulting Consulting Feedback 62

Call Center Weekly

NOVEMBER 17, 2017

The results exceeded expectations and, after incorporating the group’s ideas and feedback, the following EQA Campaign Plan was implemented: Stage 1: Initially, we invited our EQA members to a one-hour luncheon that would unveil the plan, the schedule, their role and the importance of their on-going commitment.

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