Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless How your customers feel about your experience is the most significant factor to your Customer Experience success.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

FEBRUARY 24, 2022

We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. I ask senior executives three questions about their Customer Experience. They are: What’s the experience you are trying to deliver? Rule #4: Be concise.

Consulting 221

Consulting Consulting Customer emotions Construction 221

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

APRIL 19, 2019

This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. This technology is the next level of Customer Experience analysis and the future for the industry. Take a look here: [link].

Customer emotions 285

Customer emotions Consulting Consulting Technology 285

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value. Then, it can become experience-specific.

Construction 389

Construction Customer emotions Consulting Consulting 389

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

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

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.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

CSM Magazine

JUNE 7, 2021

That’s why businesses are realizing that providing excellent customer service is not enough. What is Customer Experience? Everything you encounter influences your customer’s perceptions and decisions to return or not. Therefore providing a positive customer experience is essential to your success.

Customer Experience 52

Customer Experience Advertising Feedback Banking 52

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

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Segment your customers into personas.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Fonolo

JANUARY 12, 2023

More personalization and better customer experience . Improved agent experience . AI is Personalizing the Customer Experience . Today’s customers expect personalization. Remember, too, that customers love self-service as much as they love personalization.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

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. What the Study Discovered about Emotions.

Customer Experience 390

Customer Experience Feedback Personalization Customer emotions 390

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Facial recognition identifies you, the person. Get Used to It.

Airlines 354

Airlines Banking Technology Customer emotions 354

CSM Magazine

MARCH 16, 2023

Not only does it help us become aware of our own emotions, but it also helps us to manage them, and understand other people’s emotions, eventually building strong relationships and collaborating effectively. This article will define emotional intelligence, its benefits for contact centers, and how it improves the customer experience.

Contact Center 52

Contact Center Customer emotions voip Construction 52

Beyond Philosophy

MARCH 17, 2022

Covey discusses relationships with others as having an emotional bank account into which your interactions make deposits and withdrawals. When you do things the other person doesn’t like, that’s a withdrawal. . Consider your personal relationships. What makes that person loyal to you? What makes you loyal to them?

Banking 195

Banking B2C B2B Construction 195

CX Journey

JULY 7, 2016

Without emotions, there are no decisions : If a person has no emotional connection to the outcome of a decision, they are less likely to actually make a decision. Incidental Emotions : Emotions that carry over from one decision to the next and influence our decisions in the future. Everything. Think about it.

Customer Experience 58

Customer Experience Customer emotions Technology Customer Service 58

Beyond Philosophy

SEPTEMBER 4, 2015

Customer Experience (CX) is a journey, not a destination. How do you take your Customer Experience to the next level? You must focus on Customer behaviors and understanding why Customers make the decisions they do. By now, many organizations have been addressing Customer Experience for some time.

Customer Experience 337

Customer Experience Consulting Consulting Marketing 337

CSM Magazine

SEPTEMBER 17, 2020

One of these technologies is the use of powerful voice analytics , a form of AI that helps to improve customer experience and help to alleviate pressure on agents and managers. Even the most adamant of customers can change their mind if the right solutions are presented to them as clearly and swiftly as possible.

Analytics 52

Analytics Customer Experience Average Handle Time Metrics 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Beyond Philosophy

JANUARY 15, 2021

A Nudge supports the premise that the way you present choices tips the scales towards a particular option. Digital Nudging builds on this idea, but for Customer Experiences online. We talked about Digital Nudges on a recent podcast , and it is one of the things we look for when we review a Customer Experience.

Airlines 248

Airlines Government Customer emotions Marketing 248

Beyond Philosophy

FEBRUARY 28, 2016

Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. Customer-centricity , after all, is about more than structure, strategy and systems. One golden opportunity to do this is through personalized service delivery.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Beyond Philosophy

APRIL 21, 2015

This is why in my new ebook Unlocking the Hidden Customer Experience: Short stories to ensure remarkable success we discuss the design of emotions into a Customer Experience. Most people assume that negative emotions have no positive to them—however, that isn’t always true. How Guilt Affects Spending Money.

Personalization 257

Personalization Customer Experience Customer emotions 257

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 334

Customer Experience Customer emotions Customer centricity Consulting 334

Fonolo

SEPTEMBER 30, 2022

Something people don’t often think about is how much time and effort is spent managing customer emotions. Add hold time to the mix , and your agents may find themselves locked in a conversation with an irate customer. This is key if you want to deliver an exceptional customer experience. Empathy and intuition.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

CX Global Media

APRIL 10, 2017

If you need more than just simple product descriptions and frequently asked questions to make a sale and service customers are your people properly equipped? Delivering a great customer experience is not possible even if you have the most modern communication platform. Building Emotional Connections. Source: [link].

Sales 120

Sales Contact Center Customer effort Call Center 120

ChurnZero

JUNE 10, 2020

Coleman’s theory of building customer loyalty isn’t about focusing on marketing or closing the sale: It’s about the First 100 Days® after the sale and the interactions the customer experiences. The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company. What Customers Crave.

SaaS 69

SaaS Upselling Sales Customer emotions 69

Beyond Philosophy

DECEMBER 14, 2015

Awareness – helping create open and personal self-awareness. Foresight – understand lessons learned, present realities, and view the future. The post The Power of Servant Leadership to Build and Sustain Stakeholder Value appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Are they learning?

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

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. Customers expect nothing less.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Beyond Philosophy

AUGUST 13, 2015

Awareness – helping create open and personal self-awareness. Foresight – understand lessons learned, present realities, and view the future. . – Healing – being a force for transformation and integration. Persuasion – building consensus rather than forcing decisions by coercing others. Are the followers reaching their potential?

Customer centricity 279

Customer centricity Airlines Enterprise Engineering 279

Tethr

NOVEMBER 13, 2020

Here’s the concern with most companies touting their customer sentiment analysis tool for scaling customer listening or improving customer satisfaction, service quality and customer experience: they fail to mention that “sentiment analysis is merely one of the first and easiest steps in analyzing customer experience ,” explains Tom Shepherd, Ph.D.,

Analytics 63

Analytics Airlines Engineering Construction 63

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

Beyond Philosophy

MAY 17, 2017

CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. The personalized experience presented does not provide value.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

TechSee

SEPTEMBER 24, 2019

Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation. Inconsistent experiences do serious damage. Will Sam be back?

Customer Experience 150

Customer Experience Self service Analytics Banking 150