Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response! So, I named my company Beyond Philosophy.

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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. Consider how much money you would have to pay a consultant to discover the various missteps your customers experience with you. (Complaining is something I have been doing a bit more these days.)

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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. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. His new metric concept is called Earned Growth Rate.

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Airlines Metrics Accountability SaaS 273

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

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Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. By Colin Taylor.

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Call Center Metrics Interactive Voice Response Average Handle Time 99

Global Response

MARCH 1, 2022

KPIs for call centers: 8 critical metrics to track. So how can you know which are the best metrics to track for your business? This is why less is more—by trying to track every metric possible, you may actually lose sight of which metrics are most important for your goals and struggle to get results.

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CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Customer retention Upselling 52

Beyond Philosophy

JANUARY 23, 2020

presenting it in terms that show what’s in it for them) and soft-skills training for the team. . You must focus on how your programs are affecting critical metrics in the organization. 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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Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Observational data is useful to your Customer Experience Metrics.

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COPC

OCTOBER 24, 2023

CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input. Making more money could be quantified as a metric, but it’s an output, not an input. These are typically observable as other performance metrics and agent behaviors.

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Metrics Coaching Average Handle Time Consulting 92

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

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Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Her mission is: To Create Fewer Ruined Days for Customers.

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Metrics Journey mapping Surveys Feedback 109

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. What metrics do investors care about most?

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SaaS Benchmark Metrics Consulting 98

ShepHyken

JUNE 25, 2021

Better yet, present them (spoke or unspoken, as was the case with Troy) with a problem or a situation, and let them come to the conclusion themselves. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. Involve employees in the change process rather than forcing change on them. Talk is cheap.

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TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

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Beyond Philosophy

NOVEMBER 25, 2021

Now, many of the “other” stats were probably pretty important, but this was one that I could understand, so it was my metric for comparison. For example, in my global Customer Experience consultancy, we did some work with a health care equipment supplier. How Do You Present Your Choices? We set up a decision matrix.

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CRM Consulting Consulting Metrics 195

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

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8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Increasingly, gain visibility to remote worker activities and metrics.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. Because of the fact we improved Customer Experience, our Customer Experience metrics have now levelled off. See the difference there?

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Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. It was a tough audience. It was not an unfair question, but it was one for which I had no answer.

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Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

MAY 5, 2022

I have presented to organizations that if they make my suggested changes to their experiences, it will bring in $X revenue. Define your metrics and what you’re going to measure. Rule #1: Define your metrics and what you’re going to measure. Once you abstract the experiment, it reduces the general findings.

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Metrics Consulting Consulting Surveys 195

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.

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Customer Experience Journey mapping Customer centricity Surveys 385

Taylor Reach Group

AUGUST 23, 2017

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. To understand the metrics and reporting that we should be looking at, we need to look at the reasons that reporting exists in the first place.

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Metrics Contact Center Schedule adherence Coaching 66

Beyond Philosophy

SEPTEMBER 15, 2015

It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. the higher the score, the greater the likelihood they will recommend). Quite a lot, it turns out.

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Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

AUGUST 25, 2022

Change is something most people avoid because of the challenges it presents. Companies that are most successful in this area, Triant says, are the ones that implement the technology to track these metrics from the get-go. appeared first on CX Consulting. Eventually, the idea ends up being a great idea stuck on the back burner.

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Cloud contact Contact Center Construction Consulting 369

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.

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Entertainment Coaching Consulting Consulting 313

Beyond Philosophy

MAY 23, 2020

Sutherland says that when you worry about the same things as the competition and run the same metrics for success, you are essentially becoming the same business. Moreover, you don’t recognize it when it presents itself to you; instead, you think it’s a trick or cheating. Moreover, you can commoditize your market.

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ClientSuccess

FEBRUARY 14, 2019

From : Gregg Frohman , Director of Consulting. A CSM has to have a broad range of skills — product expertise, industry knowledge, sales acumen, training delivery, executive-level presentation skills, etc., Ultimate Guide to SaaS Customer Success Metrics. Let’s get started with this week’s post! Company : ClientSuccess.

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Call Center Weekly

JANUARY 30, 2018

Put simply, it states the desired goals (success measured by metrics) and the actions that this group believes the rest of the organization should take to meet these goals. Consult and assist other unit leaders, especially those who are horizontally connected by function. Enlist their advice at every step. Candido, C.J.F.

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Schedule adherence Consulting Consulting Metrics 136

CCNG

MARCH 30, 2022

Because there hasn’t been any real coaching or training from the supervisor, the performance metric doesn’t move in a positive direction. Next the agent starts avoiding participating in the team chat when the supervisor is present. Now the agent becomes discouraged and more distant and unengaged on the virtual floor.

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Beyond Philosophy

NOVEMBER 9, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline.

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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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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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Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. There’s no time like the present to identify what you want the customer experience to be. Grant Cardone. Dennis Snow.

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