Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. However, some people succeed.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

Beyond Philosophy

MARCH 5, 2015

The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Should 4% of Customers Dictate Strategy? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. View our books on Customer Experience here.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What do customers expect from banks?

Banking 62

Banking Customer Experience Chatbots Accountability 62

Beyond Philosophy

NOVEMBER 11, 2014

They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. In this way, Target has used the natural tendencies of people to change their habits as the time to communicate that Target has everything they need. So while this is effective for them, it might not work for everyone.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

VocalCom

JULY 23, 2018

Designing great customer experiences begins with truly knowing your customers. While surveys reveal valuable insights about their needs, a global view of customer emotions and expectations across all channels is the real key to offering the services and products they want.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

Beyond Philosophy

JANUARY 26, 2015

Customer centricity is the result of cultivating a culture that puts the Customer at the heart of everything you do. Immediate notification that includes next steps for Customers is the standard protocol for Customer-centric companies in the event of a data breach. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions 188

Customer emotions Employee engagement Customer centricity Customer retention 188

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Rant And Rave

JANUARY 30, 2019

The trouble is, emotions are notoriously difficult to manage, control and even understand. No matter how bright and cheerful your customer service is, unexpected events will crop up and it’s these very events that can turn customers into Ranters, often more quickly than you can say ‘incoming angry Tweet’.

Customer emotions 40

Customer emotions Management Customer Service Customer Experience 40

VocalCom

AUGUST 7, 2017

In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Through close examination across channels, brands may use such valuable information to create richer customer experiences.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

Vonage

SEPTEMBER 29, 2015

60% of organisations don’t use the programme for customer experience design (such as asking better questions, following-up with customers and knowing when is best to follow up). So what we want to ask is whether customer experience is really more of an execution challenge than it is a strategic challenge.

Customer Experience 102

Customer Experience Feedback Customer emotions Customer Service 102

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

APRIL 30, 2015

There is, however, a glimmer of hope for rewards programs attracting and keeping those coveted high-income Customers: Experiential awards. Experiential Awards are events that make people feel special. These could by VIP event access, special concert tickets, backstage passes or flight awards.

Surveys 294

Surveys Customer Experience Customer emotions Customer centricity 294

Beyond Philosophy

AUGUST 12, 2015

We know that 50% of a Customers Experience is about how a Customer feels. So understanding how your Customer feels at your various touch points in your current experience plays a critical role in their decision to come back to you. So What Does This Mean for Customer Experience?

Customer Experience 390

Customer Experience Feedback Personalization Customer emotions 390

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 335

Customer Experience Customer emotions Customer centricity Consulting 335

Beyond Philosophy

AUGUST 18, 2015

The media is the typical culprit for overinflating the minor event in many cases, i.e. Snowmageddon 2015, or winter storm Juno, now simply called the blizzard that wasn’t. Discovering What Customers Don’t Know Themselves. The post 3 Ways Customers’ Minds Plays Tricks on Them appeared first on.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Want to learn a TON more about Customer Empathy?

Journey mapping 77

Journey mapping Customer emotions Customer centricity Contact Center 77

Beyond Philosophy

MARCH 17, 2022

I’ve been married to my wife, Lorraine, now for 40 years and made a lot of deposits into Lorraine’s emotional bank account, and vice versa. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy. I take care of her, and she takes care of me. .

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. They support community causes and events.

Customer centricity 244

Customer centricity Construction Enterprise Marketing 244

360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Want to learn a TON more about Customer Empathy?

Journey mapping 56

Journey mapping Customer emotions Customer centricity Contact Center 56

SmartKarrot

JULY 19, 2022

Customer memories are great ways to drive customer loyalty and are crucial to customer experience. Your customers need to keep receiving great experiences to develop great memories. A bunch of good positive experiences makes it easy to choose a good memory. How do Customer Memories work?

Customer Experience 10

Customer Experience B2B Enterprise SaaS 10

Dialer 360

JANUARY 8, 2019

Customer experience trends in 2019 always crucial for the industry. Customer experience as a discipline and starting to mature. The managers tasking with injecting best customer experience into their industries. Customer experience ideas are enormous and best for 2019. Security Measures.

Customer Experience 23

Customer Experience Entertainment voip Analytics 23

PeopleMetrics

AUGUST 6, 2014

In addition to handing twenty dollars to everyone who came to specific Canadian locations and depositing the same amount to online banking customers, last week TD transformed their normal ATMs into Automated Thanking Machines for 12 very lucky customers. TD Bank Chose a Strategy to Personalize the Customer Experience.

Banking 94

Banking Customer advocacy Customer emotions Personalization 94

Hero Digital

DECEMBER 11, 2018

Customer experience design is all about putting the customer first to build and deliver solutions that are both memorably helpful and enjoyable. But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences.

Healthcare 42

Healthcare Customer emotions Marketing Personalization 42

Beyond Philosophy

JUNE 11, 2015

For example, a lifestyle and weight management service company might work curation into their engagement program by having members compete by creating perfect combinations of healthy foods for breakfast, lunch and dinner, or special events like parties.

Gamification 265

Gamification Big data Personalization Feedback 265

Callminer

AUGUST 6, 2019

IVR speech recognition and speech-to-text features do the heavy lifting ordinarily done by live agents while personalization tools help tailor calls for good customer experience. It’s no different when it comes to delivering on the customer experience. Software can be used for customer experience. “CX

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

JivoChat

JULY 21, 2021

Recognizing repeat customers with loyalty programs is a great way to start building relationships. Loyalty programs can be an important factor in customer retention. From reward and point programs to special events for VIPs, there are many ways loyalty programs can keep your customers engaged and coming back.

Chatbots 52

Chatbots B2C CRM Customer retention 52

Clarabridge

SEPTEMBER 21, 2017

For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. NONE of these metrics instils a ‘customer experience’ mind-set. As these exceptional brands know, true customer experience in the contact centre works exactly the same as any other touchpoint.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

aircall

FEBRUARY 24, 2017

Customer loyalty is tricky to measure, and it’s trickier still to predict its concrete impact on your bottom line. Engagement represents the articulation of two things: the tangible manifestations for your customers’ loyalty (or lack thereof) and the quality of your customer experience. Figuring out a game plan.

Entertainment 90

Entertainment Advertising Customer emotions Personalization 90

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? As you’d expect, it’s all about the data.

Analytics 137

Analytics Customer Experience Customer emotions B2C 137

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

ProProfs Blog

APRIL 24, 2020

Customer service psychology is where you and your operators try to understand customer behavior or how they may react in a certain situation. This knowledge of customer behavior helps you come across various solutions and equips your business to serve them better. To make your customers trust you, you should give them a reason.

Customer Service 123

Customer Service Feedback Chatbots Surveys 123

Beyond Philosophy

DECEMBER 14, 2015

Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 279

Customer centricity Airlines Enterprise Engineering 279

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

Marketing 247

Marketing Wireless Advertising Revenue potential 247