Beyond Philosophy

OCTOBER 29, 2022

Here are a few other key moments in the discussion: 03:46 We talk about our newest part of the podcast, video; click here to subscribe to the Intuitive Customer video feed for the podcast. Complete this short survey. One of the greatest marketing motivators of human behavior appeared first on CX Consulting.

Marketing 221

Marketing Consulting Consulting Surveys 221

Beyond Philosophy

DECEMBER 3, 2022

For example, the difference in graphics between the video game Football for the Atari 2600 and Madden’s NFL 10 was astounding. Complete this short survey. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Did you know we have a YouTube Channel too?

Consulting 195

Consulting Consulting Surveys Personalization 195

Connecting the Dots

DECEMBER 19, 2019

Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. But above all, employ video. Short videos are the best. My exhibit A is the airline safety video. What to do?

Education 62

Education Airlines Consulting Consulting 62

Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. Watch the video or read the transcript below: Survey Distribution Methods. Send Your Survey Via Email. Send Your Survey Through Text.

Surveys 78

Surveys Feedback SaaS B2B 78

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. If you want to better understand the CCI Investopedia’s Video on it is rather helpful (and short): The Importance of Feelings. The survey results also showed: Holiday Shoppers are starting early.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

Beyond Philosophy

DECEMBER 10, 2022

09:47 Colin shares an example of what not to do with your experience that encourage people to share content about you with the infamous (and hilarious), United Breaks Guitars video. 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.

Airlines 170

Airlines Consulting Consulting Surveys 170

Beyond Philosophy

AUGUST 21, 2020

It also means that you don’t get a representative sample of surveys. For example, reviews of refrigerators will not be as emotional as reviews of a controversial video on current affairs. Moreover, the team found this across a wide range of domains, including the participant’s willingness to respond to sensitive questions in a survey.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

JUNE 2, 2022

Ideally, you ask through a survey. First, the good news; it’s easier to design a survey than you might think at first. While there are things that can go wrong, and experience does improve your surveys, writing surveys does not require a lot of special training. Ask the customer directly. Why would you do this?

Surveys 221

Surveys Consulting Consulting Accountability 221

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. We undertook this customer survey every year, and then ignored it—every year. Like the United Breaks Guitars music video.) It drove me mad.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

Beyond Philosophy

OCTOBER 9, 2021

Finally, we discuss ways that an organization can use diversity in opinion and viewpoints as the basis for creating new ideas that ensure their brand won’t disappear like a national brick-and-mortar video store in the 2000s. Complete this short survey. This is What is Stopping You appeared first on CX Consulting.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Connecting the Dots

DECEMBER 19, 2019

Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. But above all, employ video. Short videos are the best. My exhibit A is the airline safety video. What to do?

Education 62

Education Airlines Consulting Consulting 62

Connecting the Dots

APRIL 16, 2021

The following three videos explore how to harmonize quality, service and insights into an impactful customer service strategy that is proactive, preventive and appropriately engaging. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

Beyond Philosophy

NOVEMBER 15, 2019

However, they can also be the result of where you shop, what you drive, or which device you prefer to watch your cat videos on. As I surveyed the group, I felt like I was with “my people.” The post Tribalism: Are You In with The In-Crowd appeared first on Customer Experience Consulting.

Consulting 240

Consulting Consulting Surveys Marketing 240

ShepHyken

NOVEMBER 13, 2019

He shared a case study that I’ve often thought about and even referenced in my articles and videos. Professor Stern was hired to consult with IBM when they were selling computers. As customers were surveyed, they were asked to rank these 20 words based on how important they were to the decision of buying an IBM computer.

Customer Service 291

Customer Service Consulting Consulting Surveys 291

Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. The chances of you filling out a survey about surveys when you really don't like surveys is pretty low. You'd probably stop it immediately.

Surveys 48

Surveys Airlines Advertising Customer retention 48

CCNG

OCTOBER 6, 2020

Even worse, I once loaded my high-stakes presentation with video clips before realizing that our internal security protocols would not allow anyone to view videos on their end, thus losing my message and impact. The survey results were clear: the team experienced greater focus, higher engagement, and more satisfaction overall.

CCNG 195

CCNG outsourcing Surveys Coaching 195

PeopleMetrics

JULY 13, 2020

In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. Video is what most engages customers. User-generated videos dominate all social media platforms, including YouTube, Facebook and Instagram. What is the best way to incorporate video into your surveys?

Surveys 71

Surveys Consulting Consulting Feedback 71

Beyond Philosophy

AUGUST 8, 2016

As Customer Experience Consultants, we hear our clients worry about how much their Customer Experience program improvements will cost. In the example video above, his delivery is not about the “what’”, which in this case is communicating a routine safety demo. However, a survey question that I received after my stay summarizes it.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

Connecting the Dots

MAY 10, 2017

In this twenty-five minute interview, customer satisfaction industry expert Laura Sikorski and author John Goodman discuss the importance of customer surveys and the need to find customers who don’t complain even when they are not satisfied.

Surveys 48

Surveys Consulting Consulting Customer Care 48

Beyond Philosophy

AUGUST 9, 2017

According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Also, the survey showed that nearly 20% of U.S. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Are you ready for AI? Some firms are.

Self service 221

Self service Analytics Personalization Consulting 221

Beyond Philosophy

AUGUST 28, 2017

On TV, we saw telescope video of the total eclipse, watched darkness envelop a stadium in the Midwest and heard people’s awestruck reactions. For example, if you ask for feedback immediately after an interaction – say, you direct people to a survey after they phone your call center – you may not be giving them enough time to form a memory.

Consulting 281

Consulting Consulting Customer Experience Call Center 281

CSM Magazine

MARCH 5, 2024

They can also facilitate communication with doctors and other healthcare providers through messaging, chat, or video calls. IT consulting services can help to clarify your project’s requirements and make some rough estimations on resources. Remote consultations: facilitate virtual consultations with doctors and specialists.

Healthcare 52

Healthcare Education Gamification Consulting 52

CSM Magazine

DECEMBER 18, 2023

Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys. OTRS surveyed 500 global customer service leaders to find out if and how they are supporting their business’ revenue goals.

Personalization 52

Personalization Customer Service Multi-channel support Surveys 52

Beyond Philosophy

JUNE 15, 2018

This video from Sanlam Investments explains it well (and in under a minute): Mental Accounting is why customers will make strange buying decisions from time to time. Now, to be clear, I don’t mean a shallow survey or a quick question here or there. It is also why your pricing sometimes makes them angry.

Airlines 360

Airlines Accountability Consulting Consulting 360

CSM Magazine

NOVEMBER 9, 2021

Do you ever feel mentally drained, sleepy or anxious after video conferencing? While video chat has helped many businesses stay connected, there’s a new ailment that’s sweeping online workers. Since then, the term has been widely accepted and used to reference all types of video conferencing. Too much face time.

voip 52

voip Surveys Consulting Consulting 52

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

TechSee

SEPTEMBER 9, 2020

In fact, TechSee carried out a survey exploring changing attitudes to engineer visits in this new reality. The emerging multiexperience philosophy is all about developing effortless, multi-sensory employee and tenant experience across a range of voice, video and text modalities, apps, and other digital touchpoints, regardless of the channel.

Management 145

Management Engineering voip outsourcing 145

SharpenCX

MAY 11, 2021

We asked customer experience leaders and consultants to weigh in on the challenges they’ve seen with work from home call centers. Supervisors should have 1:1 touch bases with agents everyday including one 30-60 minute video QA coaching session and one 15 minute video checking ‘their pulse.’ Use internal chat support queues.

Call Center 67

Call Center Consulting Consulting Contact Center 67

Fonolo

APRIL 1, 2021

Watch the full video on YouTube ?. As President & Principal Analyst at COMMfusion , Blair provides analysis and consulting services to industry leaders and has authored many highly acclaimed studies on the subject. Peter Ryan is a renowned BPO consultant who has been at the forefront of the services industry for over a decade.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Natalie Petouhof

JULY 14, 2015

percent of retail bank customers currently use their mobile devices for video chat sales or service support, nearly one quarter of all respondents (24.4 Each quarter, TeleTech publishes its latest thinking in its executive journal, Customer Strategist , where consultants and analysts bring their thought leadership to a wider audience.

Customer Experience 63

Customer Experience Surveys Telecommunications Banking 63

PeopleMetrics

MARCH 26, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. 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. Do you have time to complete a quick survey? Would you take your survey?

Feedback 86

Feedback Surveys B2B Call Center 86

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 345

Surveys Contact Center Consulting Consulting 345

TechSee

JUNE 11, 2019

Remote consultation: technicians requiring further support in the field can consult with a remotely located expert. The prevalence of consumer returns of non-defective electronic devices represents a massive pain point for electronic brands and retailers as this 2019 TechSee survey reveals. Click here for the full report.

Technology 117

Technology Customer Service Self service Contact Center 117

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Watch the full video below: Read the full transcript to learn more. 01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 02:17 – Nick provides a context about Gainsight’s survey. Interview Date: July 18, 2020.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

PeopleMetrics

MARCH 21, 2018

Watch this edition of #CXSecrets above, or click here to download the video transcript. In other words, if a customer has a poor experience and they put it in a survey, not only do they not mind if other people know about it, but they also expect someone to follow up and fix it. There has been a power shift. Photo by j on Unsplash.

Feedback 82

Feedback Surveys Benchmark Consulting 82

Hodusoft

APRIL 22, 2021

As per a survey it was found that before the emergence of this deadly pandemic, about 11% of patients were using telehealth services. Moreover, with the help of omnichannel contact center software patients and doctors can connect with each other on various platforms including voice, video, chat, etc.

Contact center software 52

Contact center software Healthcare Contact Center contact center solutions 52