Beyond Philosophy

JANUARY 2, 2019

As a global Customer Experience consultant since 1998, before Customer Experience was a glint in its father’s eye, here’s what I say you need to do. Also, consider hiring outside consultants to talk to them about Customer Experience. Hire consultants to run a workshop. But we can change it. Those are the problems.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

OCTOBER 29, 2020

I was running a workshop with a utility client many years ago about the concept of Customer Experience. It should come as no surprise that when it was time to go live, their sector wasn’t ready because that senior person convinced everybody that it wouldn’t work. Culture change is not easy.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

JUNE 1, 2023

I deal with this problem often in my consultative role. Let me explain using a personal (if embarrassing) example. When you do, you have the opportunity to provide a personalized experience. Colin has conducted numerous educational workshops to inspire and motivate your team. Then, I need to change that context.

Accountability 195

Accountability Call Center Education Consulting 195

CSM Magazine

SEPTEMBER 27, 2023

Knowledge of basic financial concepts and the ability to use them in practice enables people to manage their money — keep records of income and expenses, avoid excessive debt, plan a personal budget, and create savings. That is why every person needs to understand what financial literacy is and how to improve its level.

Real estate 59

Real estate Finance Banking Education 59

CX Journey

MARCH 21, 2018

Personnel Obviously, this important work cannot all be done by one person. Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Consultants, but just keep associated costs in mind under this header.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

Beyond Philosophy

JUNE 20, 2016

I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002. These agendas were mainly not for the good of the company or the customer, but for the good of themselves personally. Company Politics .

Consulting 283

Consulting Consulting Customer Experience Marketing 283

Call Center Weekly

JANUARY 10, 2018

They want to see if they will really understand HOW the product will solve their specific, personalized challenges. Jeannie Walters is a customer experience and patient experience speaker, a writer, and a consultant with more than 15 years experience in assisting all types of companies, including Fortune 500.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

Beyond Philosophy

JUNE 8, 2016

The prominent economist, the John Kenneth Galbraith said: “A person buying ordinary products in a supermarket is in touch with his deepest emotions.”. In our Customer Experience Consultancy, we find that establishing the CES requires collaboration and workshopping by a cross-functional team throughout your organization.

Consulting 283

Consulting Consulting Customer Experience Personalization 283

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D., Are they learning?

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

360Connext

FEBRUARY 9, 2018

Apparently the last person did not read the sign. Through a holistic train-the-trainer approach, our CXI® Customer Journey Mapping workshops are designed to help leaders make journey mapping simple so they can pass the necessary skills and mindset on down to everyone in their teams. Learn more about Customer Journey Mapping Workshops.

Journey mapping 105

Journey mapping Consulting Consulting Marketing 105

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. Of course, there is a personal cost to every person or employee impacted by the mental health issues of their co-workers, families and friends, yet this topic is seldom discussed.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

C Space

OCTOBER 5, 2021

C Space’s customized customer programs are tailored based on specific business needs and include private online communities, in-person live events, visual storytelling, co-creation workshops, and business consulting. Headquartered in Boston, C Space also has offices in London, New York, Tokyo, San Francisco, and Mexico City.

Technology 98

Technology Engineering Consulting Consulting 98

Steve DiGioia

DECEMBER 5, 2016

I also think that companies should require leaders to spend time answering calls and dealing personally with customer issues. Dennis worked with the Walt Disney World Company for twenty years and now consults with organizations around the world, helping them achieve their customer service goals. Grant Cardone. Dennis Snow.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D., Are they learning?

Customer centricity 279

Customer centricity Airlines Enterprise Engineering 279

ShepHyken

FEBRUARY 10, 2017

I sat next to a person of African descent who, from a young age, had been living in Sweden. But, within the space of just a few seconds, her demeanor towards Robert, the person sitting next to me, was different. Gone was the friendly person that I had experienced just a few seconds ago. The plane was full. His name was Robert.

Education 185

Education Consulting Consulting Personalization 185

C Space

JANUARY 20, 2021

C Space’s customized customer programs are tailored based on specific business needs and include private online communities, in-person live events, visual storytelling, co-creation workshops, and business consulting. C Space is a part of the Interbrand Group.

Advertising 97

Advertising Consulting Consulting Marketing 97

ConvergeOne

FEBRUARY 22, 2022

In my last blog post , I advocated for beginning your customer experience modernization journey by consulting with IT. Good self-service provides the answers to all the questions the person is looking for. The most excellent self-service does this in an expedient, thoughtful, and personalized manner.

Self service 98

Self service Customer Experience Interactive Voice Response Engineering 98

Beyond Philosophy

DECEMBER 19, 2020

We also have anxiety from our personal lives. From the beginning, Dr. Mohan takes a consultative approach to stress management. It doesn’t matter whether the success was in your personal life or professional life, but writing it down is imperative. appeared first on CX Consulting. Subscribe today right here.

Consulting 248

Consulting Consulting Management Coaching 248

ShepHyken

JANUARY 12, 2018

So, here is my top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer that we often use in client workshops: Following a script. When I hear a script, I wonder if the person can help me. No personalized engagement. Hard to do with no personalized engagement.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

Callminer

APRIL 21, 2020

Customer service is about finding a balance between efficiency and personalization…”. One of the best call center leadership activities that helps address efficient and personalized support is to run a report on the most frequently asked questions to make sure your team is up to speed. And this goes both ways. Joe Bailey. LawnStarter.

Call Center 182

Call Center Management Scripts Coaching 182

NobelBiz

JULY 31, 2023

But that’s not all – we’ll also explore how intelligent call routing and customer data integration create personalized interactions that leave a lasting impression. Feature Workshops Competency Matrix: Design workshops based on a competency matrix.

Wait times 52

Wait times Telecommunications Call Center CRM 52

ConvergeOne

FEBRUARY 1, 2022

Because these teams and departments have traditionally relied on in-person work to take care of business. Regardless, step #1 of any modernization effort should always be to consult with IT. While this isn’t just true for customer care groups, I would argue that they have been most impacted. You should still ask them.

Customer Experience 84

Customer Experience Customer Care Self service Consulting 84

ShepHyken

AUGUST 12, 2016

It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. As customer service consultant John DiJulius often says, “The answer is YES; now what’s the question?”. Shep Hyken. Few customer service interactions are exactly the same.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

NobelBiz

JUNE 19, 2023

Harnessing the power of real-time monitoring in call centers is like having a crystal ball that reveals customer needs and preferences in the moment, enabling personalized interactions that leave a lasting impression. Analyzing calls and identifying patterns helps deliver personalized customer service.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Integrity Solutions

DECEMBER 21, 2020

Between the pandemic, the business disruption, and the many personal and professional struggles and responsibilities we’ve all had to juggle over the past 12 months, it’s been challenging, to say the least. For most of us, 2020 is a year we’ll be glad to see in the rear-view mirror.

Sales 69

Sales Consulting Consulting Personalization 69

Kristina Evey

APRIL 28, 2015

We’ve all heard, and made, statements like this about something in either our personal or professional lives. That fabulous looking person in the gym (I’m not talking about the steroid pumpers)… They watch everything they eat. Develop a culture focused on the most important person in your company – the CUSTOMER.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

Amity

MARCH 13, 2017

Whenever a new product or feature is launched, most customer success managers will attempt to either send out a personal email or schedule a training session with their customers to educate them about how to use the new module. Make it easy to implement by promoting webinars/workshops to get educated about new features.

Education 57

Education Consulting Consulting Metrics 57

C Space

JULY 15, 2021

C Space’s customized customer programs are tailored based on specific business needs and include private online communities, in-person live events, visual storytelling, co-creation workshops, and business consulting. C Space is a part of the Interbrand Group.

SaaS 52

SaaS Education Consulting Consulting 52

Creative Virtual

JULY 30, 2019

We’re offering a no cost consultation workshop and initial chatbot upgrade to our award-winning V-Person platform to get the transformation project started. Sign up today for your no cost consultation workshop and initial chatbot upgrade. We’re coming to rescue you! appeared first on Creative Virtual.

Chatbots 40

Chatbots Virtual Agent Telecommunications Enterprise 40

ClearAction

DECEMBER 27, 2017

” The Power of Workshops. They taped and edited the interviews and showed them to groups of cross-discipline employees in workshops. They viewed these workshops as a pivot point to rise above preconceived notions of clients and the bank and employee roles. ” Strategic Focus.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

C Space

OCTOBER 8, 2021

Anyone who works in insights knows generating a strategic insight that leads to demonstrable change is incredibly challenging, so to see so many examples of insights teams out there doing it, day in and day out was inspiring to me personally and to us as a business.”. Notes to editors. C Space is a part of the Interbrand Group.

Banking 69

Banking Customer centricity Consulting Consulting 69

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. Each and every person in your organization has the opportunity to create a positive impression on your customers — to impact their experience and potentially convert them from a lukewarm satisfied customer to a red-hot loyal customer.

Consulting 97

Consulting Consulting Scripts Employee engagement 97

CSM Practice

MARCH 13, 2017

Whenever a new product or feature is launched, most customer success managers will attempt to either send out a personal email or schedule a training session with their customers to educate them about how to use the new module. Make it easy to implement by promoting webinars/workshops to get educated about new features.

Education 49

Education Consulting Consulting Accountability 49

HGS

MAY 27, 2015

Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. Outsourcers equipped to support such customized and premium services will stand to benefit from this. Here are a few of the underlying trends that we are seeing.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

ClearAction

FEBRUARY 27, 2017

Most customer experience technology providers, and many consultants, do not have personal career experience in driving business change — and their self-interest is elsewhere — so this critical success factor gets glossed over rather than placed at the outset. Do this first. Don’t wait to see what the data says.

Metrics 71

Metrics Accountability Surveys Feedback 71

CSM Magazine

MARCH 1, 2019

In her research, Ellen created a scenario where a person wanted to cut in line to use a copier in a library, and the request was made three different ways: 1. 60% of the time this question worked, and the person was able to cut in line. Excuse me. I have five pages. May I use the Xerox machine?”. Excuse me. I have five pages.

Consulting 45

Consulting Consulting Personalization Customer Service 45

ijgolding

OCTOBER 6, 2014

This week will see me delivering two workshops for two different companies and I need plenty of supplies! I need my mind fully focussed on the major task for this particular Monday morning – the delivery of a ‘current state customer journey mapping workshop’ for a relatively new client. It is so easy to do!

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80