Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Let’s say you accept this premise, that people lie in surveys. There is no incentive to be honest on the survey. How then should you get information about what people really want?

Surveys 343

Surveys Big data Engineering Advertising 343

Beyond Philosophy

JUNE 7, 2017

This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions. One of the things that came up in the Edelman Trust Barometer survey was that people tend to trust companies that treat their employees well. Translating Trust.

Government 304

Government Advertising Surveys Marketing 304

Beyond Philosophy

MARCH 4, 2019

Our guest, Zhecho Dobrev is a senior consultant at Beyond Philosophy and he shared some of the latest developments in the field. People researching customer emotions often do surveys where they ask the customers about how they felt during an experience. We’ve been measuring emotions since 2005 with surveys.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

OCTOBER 12, 2017

Per Deloitte’s Millennial Survey 2017 , 76% of Millennials say business has a positive impact on the world, but they also think business could do more , particularly at the multi-national level. Register now for our 3 one hour, on demand, webinars Secrets Of Customer Decision Making. Being socially responsible.

Consulting 326

Consulting Consulting Sales Surveys 326

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

JANUARY 16, 2018

In my recent employee ambassadorship webinar , three seminal books which offer strategies and stories were identified: Firms of Endearment (2007), Conscious Capitalism (2013), and Everybody Matters (2017). Identify and evaluate the needs and interests of each group, through targeted surveys and group processes.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. These results were based on a survey of 9,000 Chinese customers, about 60 different brands in five industries. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

CSM Magazine

JANUARY 23, 2023

Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. Readers and business outsourcing professionals can view a webinar which covers the results in more detail via the Sigma Connected website. Click here to view the webinar!

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Consulting 52

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Today he is the principal of Dave Kellogg Consulting and an entrepreneur in residence (EIR) at Balderton Capital. That nuance is derived from three underlying factors: Construct.

Metrics 94

Metrics SaaS Customer retention Construction 94

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. We’ve seen employee surveys where there are no customer-related value elements. their stated desirability, and c) their prioritized value to the organization.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. Today he is the principal of Dave Kellogg Consulting and an entrepreneur in residence (EIR) at Balderton Capital. That nuance is derived from three underlying factors: Construct.

SaaS 52

SaaS Metrics Customer retention Construction 52

NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store! Qualitative or quantitative call center surveys.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Fonolo

JANUARY 31, 2018

This is the latest in their “Inner Circle” series which is based on industry surveys. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. About: We are huge fans of ContactBabel.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

ChurnZero

APRIL 22, 2022

Automation keeps the machine running—scheduling meetings, sending emails, and monitoring performance—so we have the headspace to be more creative in our thinking and consultative in our approach. Customers can tick off assigned tasks, such as watching a webinar or completing a training course.

Accountability 98

Accountability Consulting Consulting Best practices 98

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. This feedback is the formal feedback gathered via surveys. Surveys may be collected in several ways, and they may measure different things.

Journey mapping 92

Journey mapping Surveys Feedback Metrics 92

ChurnZero

JANUARY 22, 2021

If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

ChurnZero

MARCH 18, 2022

If you missed the webinar, you can watch it on-demand. Speaker: Dave Kellogg , Principal, Dave Kellogg Consulting. I would look at NPS in an annual NPS survey by buyer role. This question refers to survey results from KeyBanc Capital Markets. Source: 2021 SaaS Survey Results from KeyBanc Capital Markets.

SaaS 98

SaaS Metrics Enterprise Surveys 98

TechSee

SEPTEMBER 9, 2020

In fact, TechSee carried out a survey exploring changing attitudes to engineer visits in this new reality. The answer is through live consultation with a remote expert, supervisor or a colleague. To learn more, watch this on-demand webinar. are much higher too and ensuring ongoing compliance represents a huge cost implication.

Management 145

Management Engineering voip outsourcing 145

ChurnZero

DECEMBER 9, 2021

Bryan Neale from Blind Zebra Consulting joined us for a webinar to teach Customer Success leaders how to coach their teams to handle NPS conversations following a four-step call framework. If you missed the webinar, you can watch it on-demand. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Coaching 52

Coaching Surveys Feedback Consulting 52

Toister Performance Solutions

JULY 26, 2018

Data released in 2017 by the consulting firm Execs in the Know showed that the customer service department does not have any ownership of social media in 49 percent of companies. The same survey found that even the phone forecasts were lacking. This workflow naturally puts email in a backseat position. and Canada. Take Action!

Contact Center 72

Contact Center Consulting Consulting Benchmark 72

ChurnZero

JANUARY 25, 2024

Skillset 3: Customer-centric consulting While new technology fuels efficiency, the heart of CS remains in understanding and anticipating customer needs. CSMs still need a consultative skillset for building trust, advocating for customers, and turning them into champions. Today, hybrid models are becoming more common.

Education 52

Education Upselling Consulting Consulting 52

Eptica

JANUARY 29, 2020

Date: Wednesday, January 29, 2020 Author: Anne-Merete Jensen - Senior Business Consultant The changing role of the customer service agent. In fact, 83% of consumers surveyed by Eptica are happy to use web self-service systems in order to help themselves and over half (54%) would like to get answers through intelligent voice assistants.

Customer Service 79

Customer Service Self service Best practices Consulting 79

Aria Solutions

JUNE 8, 2020

In my interactive webinar series on how to design a process like a pro, I talked about prioritizing parts of the process to re-engineer based on business values that ranged from revenue generation, to user productivity, to customer experience. Prioritize for value and technical complexity. Traceability is a bit of a buzz killer.

Engineering 62

Engineering APIs Consulting Consulting 62

Aria Solutions

JUNE 8, 2020

In my interactive webinar series on how to design a process like a pro, I talked about prioritizing parts of the process to re-engineer based on business values that ranged from revenue generation, to user productivity, to customer experience. Prioritize for value and technical complexity. Traceability is a bit of a buzz killer.

Engineering 62

Engineering APIs Consulting Consulting 62

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? A: In your CSAT/NPS survey, I’d add two questions. A: Unless you’re at real scale, you can have fun with open-ended survey questions: tell me three things about your CSM.

SaaS 98

SaaS Metrics Accountability Technical Support 98

Talkdesk

SEPTEMBER 2, 2015

To that end, we host a Customer Spotlight webinar series to explore advances in this field. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers. This is achieved by measuring different interactions via surveys.

Best practices 68

Best practices Customer Service Surveys call center software 68

Squelch

SEPTEMBER 20, 2019

On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). As with the previous two, this webinar was hosted by TSIA’s Distinguished Vice President of Technology Research John Ragsdale. KM: Potential vs. Reality. The potential benefits of KM are huge. Start from the Top.

Surveys 40

Surveys Customer Support Consulting Consulting 40

Squelch

SEPTEMBER 20, 2019

On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). As with the previous two, this webinar was hosted by TSIA’s Distinguished Vice President of Technology Research John Ragsdale. KM: Potential vs. Reality. The potential benefits of KM are huge. Start from the Top.

Surveys 40

Surveys Customer Support Consulting Consulting 40

Squelch

SEPTEMBER 20, 2019

On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). As with the previous two, this webinar was hosted by TSIA’s Distinguished Vice President of Technology Research John Ragsdale. KM: Potential vs. Reality. The potential benefits of KM are huge. Start from the Top.

Surveys 40

Surveys Customer Support Consulting Consulting 40

ChurnZero

APRIL 22, 2022

Automation keeps the machine running—scheduling meetings, sending emails, and monitoring performance—so we have the headspace to be more creative in our thinking and consultative in our approach. Customers can tick off assigned tasks, such as watching a webinar or completing a training course.

Accountability 52

Accountability Consulting Consulting Best practices 52

Kayako

JULY 30, 2018

Today, chat apps, surveys and community platforms allow deep insights into what your customers are talking about and want more of. Wootric, WalkMe, and other survey platforms are great for this. All of these communication channels can include videos, customer stories, and findings from surveys. However, it’s not that easy!

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

TeamSupport

JULY 27, 2020

Research indicates that companies geared up for a spike in churn during Q2, and while it has proven to be not quite as dramatic as they thought, increasing retention and reducing churn or downsells is a top priority going into the second half of 2020, according to a recent industry survey of CXOs. Not all businesses are freezing spending.

B2B 90

B2B Finance Metrics Customer Support 90

ChurnZero

JULY 9, 2020

We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. Did they complete the intended task, or even attempt to?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Verint

APRIL 3, 2018

April 3 Webinar. In this April 3 interview-style webinar at 2 p.m. April 12 Webinar with Professor James Woodhuysen. April 24 Webinar with Forrester, Dell and Novo Nordisk. April 26 Webinar with CRMXchange. Customer Interview Series. Smooth Sailing Ahead with Analytics and Automation”. Click here to register.

Self service 34

Self service Analytics Banking Surveys 34

Netomi

DECEMBER 23, 2021

Sent immediately following an interaction, customer satisfaction (CSAT) surveys allow you to understand if you’re meeting customer expectations, enabling you to pinpoint where things go wrong in the customer journey and optimize the experience as necessary. Join us for a free chatbot consultation to see Netomi in action.

Chatbots 52

Chatbots Metrics Airlines Consulting 52

Help Scout

SEPTEMBER 18, 2018

Instead of replying with a link to the knowledge base Doc and moving on, using Support-Driven Growth you might reply: “ Yes (here are the details) — and I notice you just started a trial but you haven’t been to a webinar yet. We send one of a few different saved replies depending on their response to the survey. Really well.

Coaching 40

Coaching Customer centricity Upselling Sales 40

ChurnZero

DECEMBER 29, 2020

Customers don’t value your word, which as consultants, is how you effect change to drive success. In the meantime, check out our webinar with ESG and HigherLogic for a sneak peek of the survey results as well as our growth and maturity recommendations based on the findings.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98