Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

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Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

AUGUST 4, 2023

This week, we feature an article by Srushti Shah, a digital marketer focused on effectively helping her clients and customers achieve their desired results. She writes about how artificial intelligence and machine learning technology can help businesses automate processes and put more focus on delivering amazing customer experiences.

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Customer Experience Technology Accountability Marketing 156

ChurnZero

FEBRUARY 9, 2021

One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Level: Beginner.

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Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. Perhaps you use an interior designer.

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outsourcing Customer Experience Consulting Consulting 273

Steve DiGioia

JANUARY 18, 2021

And how does this affect the customer experience? The McDonald’s Hot Coffee Case and the Customer Experience. “In Of course, the coffee was too hot to drink so I wound up finishing my sandwich before I could even think of taking a sip of coffee. How Was My McDonald’s Customer Experience?

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Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Define the desired memory you want customers to have for your experience. The post Zero Cost!

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Customer Experience Wait times Consulting Consulting 444

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

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delighted

APRIL 5, 2022

Imagine a scenario: You’re tasked with setting up a customer experience (CX) program for your company, with the goal of…well, with the goal of improving customer experience. What is covered in our Admin Certification course? You can also save the direct link to the course. Ready to get started?

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Management Feedback Finance Accountability 89

CX Global Media

FEBRUARY 4, 2021

Becoming a Customer Experience Legend – CX Quick Tips on CX Global Media TV with Jeanne Bliss Of course, we have all heard about the. The post How do you become a Customer Experience Legend? appeared first on Customer Experience Strategy and Tactics.

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Customer Experience 156

ClearAction

FEBRUARY 6, 2016

Customer Experience Excellence Course. pmpro_levels] The post Customer Experience Excellence Course appeared first on ClearAction Customer Experience Consulting.

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Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, this issue isn’t the only one facing society coming out of the pandemic.

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ShepHyken

AUGUST 26, 2022

In many ways, a tip jar is a microcosm of the customer experience. Just as the quality of the experience can vary widely from one business to the next, so can the tip jar’s contents. Friendly, attentive staff will always go a long way towards creating a positive customer experience. .

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ShepHyken

MARCH 21, 2023

Of course, today, Carnegie would write this in a more inclusive way, but the point is that people love hearing their names. In the 1936 book How to Win Friends and Influence People , Dale Carnegie wrote, “Remember that a man’s name is, to him, the sweetest and most important sound in any language.”

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Beyond Philosophy

NOVEMBER 29, 2018

However, the experiences are entirely different and have different Customer Experiences. Moreover, I have different expectations from these experiences. We discussed the digital transformation and its effect on Customer Experience in our recent podcast. I suspect many of you do, too.

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Customer Experience Benchmark Advertising Personalization 419

ShepHyken

OCTOBER 9, 2020

She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. And how can grocery retailers craft a customer experience that fits the new normal? What does that mean for the customers? Getting a seamless shopping experience, of course.

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Customer Experience Technology Advertising Customer centricity 338

Beyond Philosophy

MARCH 31, 2022

Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. Before we dive into how you can maintain and improve your Customer Experience even during a price increase, it is essential to appreciate the role of inflation in the broader economy. Subscribe today right here.

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Customer Experience Real estate Customer centricity Call Center 221

Beyond Philosophy

OCTOBER 29, 2015

I realize of course that I am not the target of Lululemon, since I would never wear yoga pants (you’re welcome!). First, that listening to the Voice of the Customer (VOC) is an important part of your brand strategy. Second, that incorporating what you hear in the VOC to your Customer Experience pays off for your bottom line, a.k.a.

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ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It’s indisputable, enduring value.

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Customer Experience Journey mapping Entertainment Enterprise 71

delighted

AUGUST 10, 2021

That’s why we’re excited to announce our brand new Delighted Core Certification program: a free learning course and exam that takes you through all of the ins and outs of Delighted so you can become your organization’s CX rockstar. The Core Certification course includes six modules, six quizzes, a hands-on activity, and a final exam.

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Surveys Best practices Feedback Analytics 98

ChurnZero

FEBRUARY 9, 2021

One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Level: Beginner.

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Journey mapping Best practices Consulting Consulting 52

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. Of course, chatbots can’t answer every query.

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Customer Experience Chatbots Best practices Metrics 83

Beyond Philosophy

AUGUST 17, 2016

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. If Huffington succeeds in transforming the way that companies view stress and performance, she could also help make it easier for companies to improve customer experiences.

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Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

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Customer Experience Employee engagement Consulting Consulting 409

Etech GS

OCTOBER 31, 2018

In the past Companies controlled the buying process and the customer journey, with the IoT that shift has moved to the consumer. If you really want to lead in the marketplace you must focus on customer experience. As customer service evolved, the consumers now do business based on customer experience.

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Lumoa

OCTOBER 20, 2022

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . A Good Customer Experience Builds Customer Advocacy.

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Customer Experience Banking Customer retention Customer advocacy 122

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

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Customer Experience Journey mapping Surveys Banking 117

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. We are naturally predisposed to follow a racetrack course of the supermarket. How it smells affects how it sells.

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Customer Experience Real estate Customer emotions Customer centricity 370

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s the value provided in the customer experience. The title of this article may sound like a lesson in sales, but it’s much bigger than that.

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Customer Experience Customer Service Sales 367

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. Where and how they take place has changed, of course. Let’s get started.

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Nicereply

FEBRUARY 29, 2024

A good customer experience builds customer loyalty and brand value, helping you reach a wider audience through word-of-mouth marketing and other marketing strategies. When creating a friction-free customer experience across all touchpoints, you first put customers in the center.

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ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. Of course, this is with good reason. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience.

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Feedback Customer Experience Abandon rate Surveys 235

Interactions

MARCH 11, 2022

From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers. Customer journey.

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Call Center Weekly

APRIL 15, 2019

TO ENCOURAGE PEOPLE, ESPECIALLY WOMEN, TO BUILD THEIR SKILLS AND FOCUS ON A CAREER IN THE CUSTOMER EXPERIENCE FIELD. Voxpro interviewed five women leaders who talk about the need for females in high-level customer-focused roles. I’M WRITING THIS ARTICLE FOR TWO REASONS: 1. CX is not a fad. A: There will ALWAYS be obstacles.

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Customer Experience Employee engagement B2C Education 127

ShepHyken

SEPTEMBER 11, 2020

In my new book, The Offer You Can’t Refuse , I have developed a customer experience model that can help you to create a future proof approach. It is the minimum layer to win the business of your customers. Read Shep’s latest Forbes article: Key To Uncertain Times: Create Customer Confidence.

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Customer Experience Customer centricity Government Healthcare 319

24-7 InTouch

JANUARY 9, 2024

The market has grown increasingly competitive as more and more people are accessing online courses to help them navigate today’s ever changing labor market. Additionally, an industry report from the World Health Organization (WHO) states that the number of students accessing online courses now exceeds pre-pandemic levels.

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