Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. I started in the travel industry, working with travel agents and Air Canada. Try it, it works!

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. s portfolio of training, consulting and certification services has been transformed for virtual delivery.

Consulting 40

Consulting Consulting Best practices Call Center 40

CCNG

MAY 10, 2023

In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. Bad customer service is our new normal? Nope, not on my watch. So, there it is.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Beyond Philosophy

JANUARY 8, 2021

So from a plus point of view, we’ve got many people involved in our workshops; ironically, because you haven’t got travel restrictions on Zoom, you can get people from around the world dialing in to take part. This situation also leads to cost savings from not having to have people travel.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

Beyond Philosophy

MAY 31, 2019

According to mentalfloss.com , some people believed back when the first trains were running that if women traveled over 50 mph, their uteruses would fly out of their bodies. Now we travel at hundreds of miles an hour with no concern for melting or reproductive organs flying out of anyone. Other people thought humans would just melt.

Technology 239

Technology Transportation Consulting Consulting 239

Beyond Philosophy

MARCH 20, 2020

For example, you can use this method to increase your chances of winning a running race or packing appropriately for travel. We had some good news, which is that Beyond Philosophy has been recognized as one of the best management consultancies by Financial Times for the second year in a row.

Marketing 427

Marketing Consulting Consulting Construction 427

Beyond Philosophy

JANUARY 28, 2023

07:27 Colin talks about one of the best segmentations he has ever experienced in Hartsfield Airport in Atlanta, where they separate leisure and business travelers. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.

Consulting 221

Consulting Consulting Sales Surveys 221

Beyond Philosophy

FEBRUARY 10, 2016

He knew he needed patience and perseverance to book travel online. What he wasn’t prepared for was the hostility he encountered from various travel entities, including Delta and Avis, to name a couple, or as he later calls it: #hateselling. Travel companies are notorious for having a Naïve culture focused on Operations.

Consulting 260

Consulting Consulting Customer Experience Marketing 260

Beyond Philosophy

NOVEMBER 20, 2021

07:50 Colin shares a story about choosing travel insurance and how a magazine provided an easier metric to choose one from the many available options. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. appeared first on CX Consulting.

Consulting 195

Consulting Consulting Metrics Surveys 195

Beyond Philosophy

FEBRUARY 27, 2017

And frequent travelers will be able to put their elite membership status on hold rather than lose it when they take a break from travel. Frequent travelers told us they want more flexibility while less frequent travelers want to be able to use their Points in more ways and more quickly.”. Start by engaging the employees.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

MARCH 31, 2020

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. But there are other, not-travel related customer experience shambles too! appeared first on Customer Experience Consulting.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

MAY 30, 2020

Instead, cruise lines went to extremes to make the journey more enjoyable than an airplane and created a whole new industry for holidays and travel. Many organizations, especially those that use management consultants, are more comfortable doing what has always been done because it is easier to measure, quantify, and report results.

Airlines 286

Airlines Consulting Consulting Customer Experience 286

Beyond Philosophy

OCTOBER 25, 2019

As a consultant for these brands, he gets an insider position that allows him to collaborate and share their story to others. ” They saw consumers were looking for ways to travel differently and find better deals. Airbnb is creating a community with their platform and it is changing the way people travel. Sources: AP.

Consulting 261

Consulting Consulting Technology Personalization 261

ShepHyken

DECEMBER 4, 2020

If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low. Do it yourself, or engage with a customer experience consultant like us. When you offer only one better touchpoint, all the other points look and feel even worse.

Customer Experience 351

Customer Experience Airlines Customer centricity Surveys 351

Beyond Philosophy

JANUARY 11, 2017

With these services at my fingertips, I’ve discovered that I seldom need to rent a car when I travel. In a recent column, New York Times writer Ron Lieber reports that he also avoids renting cars when he travels. Getting a car only after traveling to another location across town. Latest Updates on Tipping.

Journey mapping 305

Journey mapping Consulting Consulting Customer Experience 305

Beyond Philosophy

OCTOBER 30, 2017

Studies show that Airbnb’s market share is growing, especially among travelers aged 40 and under. But will I stay at Marriott every time I travel so I can save up enough points to bid on this package? If you travel for business, you might try to stay at one hotel chain consistently. And the big hotel chains are worried.

Consulting 318

Consulting Consulting Customer Experience Marketing 318

Beyond Philosophy

MARCH 26, 2021

Saga Holidays , a travel company in the UK, stated that no one could book their cruises unless they have had a vaccine. In specific settings vaccine passports make a lot of sense, like traveling across international borders. Many countries have required vaccines before you can travel there. appeared first on CX Consulting.

Government 195

Government Consulting Consulting Personalization 195

Beyond Philosophy

MAY 28, 2020

A rational solution would be to use economic incentives to spread the time out where people travel, which Sutherland does not dismiss. You could have rewards associated with frequent travel with bonuses for using less popular routes. However, there are other solutions, magical ones that require persuasion.

Metrics 371

Metrics Engineering Consulting Consulting 371

Fonolo

OCTOBER 22, 2020

In a report by Morning Consult , only 20% explicitly expressed worry regarding finances during this period, and 67% say they plan to reduce their general spending for their holiday shopping. Morning Consult. Holiday gatherings and travel are at a low. Holiday spending on gifts will decrease. Consumers are exploring new brands.

Consulting 133

Consulting Consulting Finance Surveys 133

ShepHyken

OCTOBER 11, 2019

Having written prior books about experience strategies at retail brands like Starbucks, I was eager to examine how leaders at the Ritz-Carlton (an iconic hospitality brand) were reconceptualizing their service delivery to meet changing lifestyles and expectations of luxury travelers. Michelli, Ph.D.

Technology 242

Technology Customer Experience Personalization Engineering 242

Beyond Philosophy

APRIL 17, 2017

United’s response: “The passengers this morning were United pass riders who were not in compliance with our dress code policy for company benefit travel.” And United’s own #UnitedJourneys hashtag – meant to be a worldwide album commemorating the joys of travel – is awash with references to the event. The post PR Nightmare!

Airlines 276

Airlines Customer centricity Consulting Consulting 276

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. From there, the communication travels to senior management. Subscribe today right here.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

Beyond Philosophy

JANUARY 16, 2018

At the time of its writing, Rosenbluth was the CEO of Rosenbluth Travel, one of the largest private travel management companies in the world (now part of Amex Travel Services); so, he had plenty of first-hand, well-informed immersion in both customer experience and employee experience. when making decisions.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. I travel just about to every continent. First of all, thanks for having me.

Consulting 52

Consulting Consulting Best practices outsourcing 52

Outsource Consultants

DECEMBER 13, 2023

While flight options may vary across Caribbean countries, travel times are significantly shorter than those for offshore destinations. This means less expensive and time-consuming travel for companies when planning site visits over European options.

outsourcing 67

outsourcing Bilingual agents Business Process Outsourcing Government 67

ShepHyken

JULY 30, 2021

Social distancing regulations have ended in many areas, people are booking up their social calendars with events, airports are once again filled with excited travelers… it seems like the COVID-19 crisis is starting to become a thing of the past.

Finance 381

Finance Enterprise Coaching Consulting 381

CSM Magazine

SEPTEMBER 27, 2023

Metaverse technology has conquered domains like gaming and entertainment, travel and tourism, events and conferencing, real estate, healthcare, content creation, and more. To add value to your services, consult a metaverse developer to determine how useful the technology can be to your business.

Technology 59

Technology Real estate Entertainment Consulting 59

Beyond Philosophy

MAY 25, 2018

Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. The same thing happened when Lorraine called our travel insurance company. If you’re like us, once you sign on for something, you tend to renew without thinking much about it.

Accountability 334

Accountability Consulting Consulting Marketing 334

Beyond Philosophy

JUNE 5, 2017

One of the annoying things about business travel is that you tend to need things in your hotel room at the worst time. It’s not the best customer experience, but if you travel often, you learn to live with it. More shampoo when you’re still in your pajamas. A mending kit to repair a button in time for your dinner meeting. So you wait.

Consulting 358

Consulting Consulting Personalization Customer Experience 358

Beyond Philosophy

MARCH 5, 2015

Frequent travelers have all been there…sitting on the runway, hungry, thirsty, and needing to go to the lavatory but strapped in their seat, sometimes for hours. There are many details (read: hassles) before you travel. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. It’s unpleasant for everybody.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

FEBRUARY 22, 2018

Media reports describe customers making an appointment for a battery replacement at the Apple Store or an authorized Apple retailer, traveling there, and then being told that there were no batteries to be had! Because it turns out that Apple didn’t actually have enough replacement batteries to accommodate everyone.

Consulting 326

Consulting Consulting Customer Experience 326

Beyond Philosophy

JANUARY 10, 2018

Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Republished with permission from CustomerThink.com.

Enterprise 150

Enterprise Employee engagement Consulting Consulting 150

Beyond Philosophy

JULY 10, 2017

It is faster and less of a hassle for travelers, which improves the experience for everyone involved. The executive vice president of JetBlue says she thinks your face could replace the passport as your identification for travel. Delta will follow suit soon as well at luggage check-ins in Minneapolis.

Airlines 313

Airlines Consulting Consulting Technology 313

COPC

APRIL 1, 2024

In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. Bot-Based Training Perhaps the most notable trend we’ve seen in our consulting work is the emergence of bot-based training systems.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

TechSee

MARCH 9, 2020

In times of crisis when travel restrictions are in effect and experts cannot easily make site visits, Visual Assistance enables local technicians to solve issues using video collaboration tools. Visual Assistance delivers clear cost savings and reduces the need for experts to travel by effectively extending their reach.

Transportation 136

Transportation Contact Center Consulting Consulting 136

Beyond Philosophy

MAY 7, 2020

There are different lines at airport security; one line is for experienced travelers, and the rest are for everyone else. In our business growth consultancy, we use this model to assess the customer-centricity of our clients so we know what areas are doing well, and which one could use some attention.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

OCTOBER 1, 2020

There are 12 of us that travel together (you know, back when that was something one did), and when we would book at restaurants, the establishment will sometimes ask us to order ahead of time. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Journey mapping 447

Journey mapping Consulting Consulting Customer Experience 447