The Future Today! Personalization 2.0

Beyond Philosophy

Data is collected about our personal behavior everywhere. In a word: Personalization. The Era of Personalized Marketing is Here. I am making jokes, but to be honest, I am a fan of personalization. Personalization 2.0 We live in the data age.

Get Personal, It’s Business!

Beyond Philosophy

There is an old saying that goes, “It’s not personal; it’s just business.” I think business is personal, especially when you are trying to build a relationship with your customers. Neither of these things happens while discussing business, but instead by making an effort to connect on a personal level. The apology is complete nonsense, of course; a person isn’t responsible for the rain. Obviously, the point of your conversation is to get to know the other person.

An Amazing Experience: Personalize your CX Today!

Beyond Philosophy

What is unique and refreshing about A Step Ahead’s approach is how individual and personal it is. In our customer experience consultancy, we have learned that emotions drive much of a customer’s behavior. The post An Amazing Experience: Personalize your CX Today!

7 Reasons You Need a Consultant when Looking for a New Contact Center Site

Taylor Reach Group

Why would you want to retain a consultant? What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location. In a consultant lead process this bias is eliminated or at minimum identified and challenged. Consultants offer one final advantage in this or any consulting engagement.

Build Your Personal Brand on LinkedIn

Call Center Weekly

Expand into consulting and management? Building a personal brand on LinkedIn is the key to opening new doors. You can use this space to showcase your personality and professional focus. Diligently build your audience through outreach and personalized messages.

Press Release: Financial Management Firm Contracts Taylor Reach for New Contact Center Site Selection

Taylor Reach Group

Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., The client, serving millions of customers internationally with services ranging from personal and business insurance to asset management is seeking to expand its customer interaction capabilities.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report

DMG

DMG Consulting Releases 2018 – 2019 Speech Analytics 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. DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics.

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2018 Intelligent Virtual Agent 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. This results in a highly personalized experience for each and every person who reaches out to, or is contacted by, the organization.”. About DMG Consulting LLC.

Customer Care Measurement & Consulting has partnered with Medallia

Connecting the Dots

Customer Care Measurement & Consulting has partnered with Medallia, a leading customer experience software firm, to fortify its mission of ensuring companies receive substantial return on their customer experience investments. CCMC’s deep strategy and consulting experience, combined with Medallia’s industry-leading technology software, will offer clients an outstanding opportunity to become the best in class in customer experience. CCMC ~.

Five traits enable RCDA Consultants to drive desired contact center results

Robert Davis

By Rich Hand , RCDA Consultant. The first question is always, “How many times have you demonstrated and coached the agent on the behaviors needed to be a better sales person?”

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report

DMG

DMG Consulting Releases 2017 Intelligent Virtual Agent 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. The market desperately needs new self-service technology that is more accurate, personalized and responsive to customers’ needs,” said Donna Fluss, President of DMG Consulting.

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG

DMG Consulting Releases 2017 Contact Center Workforce Management 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. After more than 20 years of little innovation, the WFM vendors are waking up, and there are significant changes in this sector,” said Donna Fluss, president of DMG Consulting.

Understand The Current State of Your Customer Experience - Without Hiring a Consultant

CX Journey

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.

Teleopti sigue siendo el líder en satisfacción del cliente en el informe de WFM de DMG Consulting 2017

teleopti

Teleopti, un proveedor global de soluciones de gestión de personal (WFM, por sus siglas en inglés), ha conseguido las mejores calificaciones en satisfacción del cliente en el 2017 WFM Product and Market Report (Informe de gestión de personal, producto y mercado de 2017) de DMG Consulting LLC.

Press Release: Taylor Reach Group Selected to Optimize Vision Care Leader

Taylor Reach Group

a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a worldwide leader in personal vision care. A global Contact Center, Call Center, and Customer Experience consulting firm.

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement. Finally, it requires that the brand’s image, its personality if you will, is sustained and reinforced.

Why Gut Decisions Are Sometimes Wrong

Beyond Philosophy

Kahneman explains that System One is at work when you look at a photo, interpreting the image, supplying you with your related personal experiences. There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise.

6 Steps to a Great Apology

Beyond Philosophy

Apologize in person. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.” Most people can forgive a person for making a mistake. Everyone makes mistakes.

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. “ Most of the time, what we do, is what we do most of the time”.

My First 90 Days: The Secrets You Must Know About Your New Job

Beyond Philosophy

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. I would argue you should never be this person whether it’s your first 90 days or not! I had to fire a person whose default was “Yes!”

How to Make or Break Your Customer Experience

Beyond Philosophy

Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. The idea is that personal exchanges and connections are encouraged, whether it’s through the phone, an SMS exchange, Email or Chat.

Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?

Beyond Philosophy

To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. In most instances, the customers see no proaction, brand ‘personality’ or brand-to-brand differentiation; and their experience of the brand is one-dimensional, easily capable of replacement. Is communication, and are marketing efforts, omni-channel, micro-segmented and even personalized?

Robert C. Davis and Associates partners with TouchPoint One to drive high ROI in contact center performance improvement efforts

Robert Davis

Contact center consulting, training and coaching change agent and leading cloud employee engagement and performance management platform vendor unite to help organizations boost workforce effectiveness and business results. Press Release.

You Can’t Legislate Customer Centricity

Beyond Philosophy

Anything else gets my personal VETO. President Obama’s sixth address to the union was last night. He touched on several key issues citizens in the US are familiar with from unrest in the Middle East to the need for better opportunities for middle-class families to thrive in the economy.

Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service?

ShepHyken

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots.

Don’t Disappoint your Customers this Holiday Season

Beyond Philosophy

Here’s where it’s important to consider the causes of emotions and the personality types of the Customers you serve. Disappointment is also not welcome at any time but especially not at Christmas. How can marketers avoid creating a disappointed Customer?

3 Examples of Change for the Better in Airlines

Beyond Philosophy

Personally I hate it when you hear, “This flight is delayed because the inbound aircraft was late.” There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway.

What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press. Recognizing the information needs of their customers, they invest in altruistic content creation (over advertising); and they communicate proactively and in as personalized a manner as possible. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

5 Tests to Reveal How Customer Centric Your Channel Strategy Is

Beyond Philosophy

Companies that have a Customer-centric culture do not require any one person to own the organization, it is as they say, part and parcel of the experience. The least Customer-focused companies either don’t have any one person who owns it, leaving each department to determine their way of doing things or let Customer Experience happen by chance. Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels?

Improving CX (and Other Desired Results): The Quality Conversation Imperative

Robert Davis

When they need or want to speak with a live person, can they connect with someone who is skilled to help? And after a live person says “Hello, thank you for calling…,” what happens? By Brad Baumunk , President and COO, Robert C. Davis and Associates.

Optimum CX: Strike the right balance of AI and other new contact center solutions and investing in the human interaction

Robert Davis

Leadership must validate routing solutions to get the right call to the right person to reduce transfers. By Brad Baumunk , President and COO. Think about your last experience calling a customer care line. Were you able to solve your issue using an automated system without human interaction?

Subconscious Clues That Call People to Action

Beyond Philosophy

Zhecho Dobrev, one of our consultants published his musings on this concept. As Aagaard points out, which gym a person joins is often driven by where the gym is. Decisions, decisions…we make them all the time about all kinds of things, and many times without even thinking about it. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one.

Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….

Beyond Philosophy

Consumers seem to be increasingly aware of the benefits, in both purchases and information, that they are providing to vendors, and they are putting more and more pressure on these companies, in both loyalty programs and the act of shopping and the purchase transaction itself, to provide more personal value. In addition to the competitive aspect, this has the added benefit of self-improvement, helping the consumer achieve his or her personal goals. Michael Lowenstein, Ph.D.,

The Power of Servant Leadership to Build and Sustain Stakeholder Value

Beyond Philosophy

Awareness – helping create open and personal self-awareness. It is about creating circumstances that allow individuals to assume responsibility and giving them the freedom to participate, collaborate and work in the best possible way, fitting to who they are and focusing on personal responsibility. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

When ‘Push’ Marketing Goes Too Far

Beyond Philosophy

One of the important ways both online and offline companies can discipline themselves to avoid the Casanova Complex is to apply personalization in all contact with customers, both new and established. While it’s been estimated that more than 80 percent of e-commerce sites have customer and visitor email personalization capabilities, less than 10 percent of the sites used personalization in follow-on marketing campaigns. Michael Lowenstein, Ph.D.,

What Can We Learn from Restaurants and Casinos?

Beyond Philosophy

95% or a person’s processing power is the subconscious experience. Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? Let’s look at two industries have embraced this and see what we can learn from them: Restaurants and Casinos.

What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and GM) Could/Should Do

Beyond Philosophy

Most customers appreciate and want more of this kind of personalization, a relationship, and an emotional connection. And, personalization truly optimizes the overall customer experience, perhaps its most important benefit. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management.

Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!

Beyond Philosophy

Personal Note: Geographically, Acme is the closest supermarket to my home. Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences.

Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

As the individual designated to do all of the food shopping for our family, the weekly experience is rarely something to be identified as a personal delight; but, at Wegmans, it is not a chore and is often pleasurable. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

The Power of Servant Leadership to Build and Sustain Stakeholder Value

Beyond Philosophy

Awareness – helping create open and personal self-awareness. It is about creating circumstances that allow individuals to assume responsibility and giving them the freedom to participate, collaborate and work in the best possible way, fitting to who they are and focusing on personal responsibility. The post The Power of Servant Leadership to Build and Sustain Stakeholder Value appeared first on Beyond Philosophy | CX Consultants | Customer Experience.