Beyond Philosophy

DECEMBER 23, 2014

A customer is hopping mad and in your face. I wish it were as simple as just asking your Customers what they want and getting the real answer. It isn’t of course, because sometimes the Customer might not even know. You want to fix it, FAST. I have a graphic that might help. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 247

Customer emotions Customer centricity Customer retention Consulting 247

Beyond Philosophy

OCTOBER 8, 2014

These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). Consider the pay phone. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

FEBRUARY 3, 2015

When you frame the CTA in terms that let the Customer know what he or she is getting by pressing it, it is far more helpful at getting them to make a decision to move forward in the process. Of course, these examples are about the subconscious experience as none of these things make sense.

Consulting 305

Consulting Consulting Customer emotions Morale 305

Beyond Philosophy

AUGUST 10, 2016

When you provide a good or service to your customer, no matter where they are in the world, one of the things they value most is a good Customer Experience. Much of this value derives from how your Customer Experience makes them feel. Likewise, the negative emotions have an effect, too. How to Measure Customer Emotions.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

JULY 14, 2015

This method is not the way to set up a relationship that is open and honest with your current and future customers. 2: Your Customer retention plan includes penalties or fines if they want to end the relationship. If you find that the Customer is always winning, and you are not, this is not good for business.

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366

Beyond Philosophy

OCTOBER 8, 2014

These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Interactions

MARCH 26, 2020

For example, an IVA will be able to determine a customer’s emotions and sentiment and have the ability to respond in the appropriate way. Maybe a customer that is shouting gets routed directly to a customer retention specialist, or a sad customer could receive an extra ‘warm’ prompt at the beginning of a call.

Customer Care 71

Customer Care Contact Center Customer emotions Customer retention 71

CSM Magazine

SEPTEMBER 17, 2020

Voice analytics detects phrases and words based on a database designed by the user and can provide data that breaks down patterns and trends in phone calls with customers and contribute an observation of customers emotions and intents. Increase Customer Retention.

Analytics 52

Analytics Customer Experience Average Handle Time Metrics 52

Beyond Philosophy

JUNE 1, 2015

Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization. That said, there is also lots of commoditization and passivity where these programs are concerned – sort of the “If You Build It, They Will Come” syndrome at work.

Airlines 211

Airlines Entertainment Consulting Consulting 211

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. What is emotion analytics? Of course, there are mixed feelings. Powering personalization.

Analytics 137

Analytics Customer Experience Customer emotions B2C 137

NICE inContact

SEPTEMBER 18, 2019

That’s what experience really means, and that’s what really matters in any interaction with a customer. Notice I didn’t write “customers.” Why do customer emotions matter? Because a customer is willing to spend more with; to talk positively about; and to stay loyal to companies that provide positive experiences.

Customer Experience 78

Customer Experience Customer retention Customer emotions Customer Service 78

Beyond Philosophy

JUNE 4, 2015

They are the ultimate value creators: They create emotional value, experiential value, social value, and of course, financial value. Humanistic companies—or firms of endearment (FoEs)—seek to maximize their value to society as a whole, not just to their shareholders.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. It’s flawed thinking to assume that any customer experience platform can singlehandedly improve customer engagement.

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

ProProfs Blog

JULY 21, 2020

While all the previous stages are time-bound, the retention stage can often be prolonged depending on the value a business is willing to offer. Recommended Read: How to Increase Customer Retention. When customers stick around with your business for long they become more than just loyal customers.

Management 78

Management Marketing Customer centricity Customer retention 78

Balto

NOVEMBER 28, 2023

Customer Satisfaction (CSAT) Score: CSAT indicates how happy your customers are, and it can be measured by asking your customers to share their opinions on the service level with a simple post-call survey. Not to mention, customer surveys tend to be skewed. This results in a better interaction quality for your customers.

Quality management 52

Quality management Call Center Management Contact Center 52