Beyond Philosophy

FEBRUARY 2, 2015

Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. As I have written before, disappointed is never an emotion that leads to a good Customer Experience. Read more about the book and register for the webinar, here.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

NICE inContact

OCTOBER 10, 2019

Let’s look more closely at the link between customer experience and customer retention. The statistics behind the emotions. There is a growing body of evidence that suggests customer experience is directly responsible for whether or not a customer stays with a brand.

Customer retention 70

Customer retention Customer Experience Customer emotions Contact Center 70

Beyond Philosophy

JANUARY 23, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Read more about the book and register for the webinar, here. How to Make or Break Your Customer Experience.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

JANUARY 28, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Read more about the book and register for the webinar, here. Hiring Customer Ready Employees.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. After we saw this pattern emerging, we decided that it was not enough to design the deliberate Customer Experience. We must also train the team to deliver the experience deliberately. Are you in a Customer facing role?

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

DECEMBER 23, 2014

Expectations are associated with our choice of vacation, the gifts we give and receive at the holidays, and the Customer Experiences we receive from the organization. Disappointment is an emotion caused by the nonfulfillment of your hopes or expectations. It is an emotion most of us would rather avoid at the holidays.

Customer emotions 247

Customer emotions Customer centricity Customer retention Consulting 247

Beyond Philosophy

JANUARY 26, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Read more about the book and register for the webinar, here. 4 Ways to Gain Customers’ Trust in Data Security.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

OCTOBER 18, 2017

Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. The sign also says that the hotel doesn’t understand what a Customer Experience is.

Consulting 341

Consulting Consulting Customer emotions Customer Experience 341

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Goldstein has hit on a key point about customer experience.

Technology 332

Technology Consulting Consulting Customer emotions 332

Beyond Philosophy

SEPTEMBER 26, 2016

But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

Beyond Philosophy

NOVEMBER 15, 2017

I have led hundreds of successful Customer Experience (CX) program successes. Organizations fail to improve their CX when they lack customer-centricity. Customer-centricity requires you to put the Customer at the center of everything you do. What emotions does your current experience evoke from your Customers?

Customer centricity 315

Customer centricity Journey mapping Consulting Consulting 315

Beyond Philosophy

AUGUST 31, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

SEPTEMBER 25, 2017

Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience.

Big data 284

Big data Journey mapping Consulting Consulting 284

Beyond Philosophy

JULY 11, 2016

If you haven’t gone online with your Customer Experience, too, it’s time. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

Customer centricity 306

Customer centricity Consulting Consulting Customer emotions 306

Beyond Philosophy

SEPTEMBER 27, 2017

You would have thought that this would change over time, but about five years ago, we conducted research where we asked customer experience professionals at about 40 telecom companies worldwide to name a company in their industry whose customer experience they admired. Share your experiences in the comments box below.

Wireless 294

Wireless Telecommunications Customer centricity Customer emotions 294

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

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

Beyond Philosophy

JULY 14, 2015

I would love to hear what you think some other signs show an organization is only thinking of themselves and not the Customer. Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar . The post 3 Ways to Tell if Your Customer Relationship is All About You appeared first on.

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366

CX Global Media

MAY 11, 2020

You also need to know how to apply AI to enhance your customers’ experience effectively. Studies have shown that using AI in the contact center can either improve or diminish customer engagement and retention. Customer Attitudes Towards AI. Your customer experience is a representation of your brand.

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

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. You might remember how I came to this field of Customer Experience almost 20 years ago after years of working in the corporate world. So, me, you know.

Customer Experience 335

Customer Experience Customer emotions Customer centricity Consulting 335

Beyond Philosophy

JULY 16, 2015

Happiness Exploded: There’s More to Positive Emotions Than You Think. Join us at our webinar , “ Ricoh Case Study: How We Moved Our Loyalty Score by 34 Points in 30 months ” to learn from CEO Glenn Laverty how their focus on a customer-centric approach improved their Net Promoter Score by 34-points and grew their business 115%.

Customer centricity 337

Customer centricity Personalization Customer emotions Marketing 337

Beyond Philosophy

DECEMBER 22, 2015

Research reports, presentation content through online sites such as LinkedIn-owned SlideShare (which gets close to 60 million visitors a month and has over 15 million registered users), and virtual conferences and webinars have seen significant increase in application.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

JANUARY 15, 2021

Digital Nudging builds on this idea, but for Customer Experiences online. It requires an organization to create an experience online that nudges people to make the right decisions or make some decisions that will drive value for the company. Most digital experiences are not deliberate. Register here.

Airlines 249

Airlines Government Customer emotions Marketing 249

Vonage

MARCH 26, 2018

Emotive customer experience recognises that our decisions are driven by deep seated motivations: the things that really matter to us in terms of identity and personal fulfilment. Tap into these and customers become more valuable in every respect: from advocacy to lifetime spend. The components of customer experience.

Customer emotions 53

Customer emotions Coaching Self service Analytics 53

JivoChat

JULY 21, 2021

Or, consider seeking customer feedback through Google, Facebook, or Yelp reviews. Data collected through surveys can be used to gauge satisfaction levels, capture customer emotion, measure customer experience, and find other information essential to customer relations management. Amazon’s feedback form.

Chatbots 52

Chatbots B2C CRM Customer retention 52

Beyond Philosophy

JUNE 4, 2015

Join us for our webinar, “ OmniChannel Customer Engagement” on Thursday, May 28 th , to learn more how you can manage your diverse channels in a single model to promote your Customer Experience agenda. Mobile Experience: Harness the Power of Your Mobile Channel to Increase Traffic in Retail Stores. The Mobile Age.

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353

Vonage

MARCH 27, 2018

Brands that get this right and create customer experiences that drive positive emotions dramatically outperform those that get it wrong in retention, revenue and even stock price growth. And how can other businesses follow suit to successfully harness the power of emotion in their customer experience strategies?

Banking 91

Banking Coaching Government Analytics 91

Avaya

JUNE 18, 2018

The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Leverage Data from Customer Interactions.

Quality management 40

Quality management Analytics Coaching Contact Center 40