Beyond Philosophy

NOVEMBER 18, 2014

Blogs Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer (..)

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. As a result, the top talent is less likely to want to work there.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. Make sure that your use of data adds value to their experience. Which companies do you think do a good job with data security? Which ones do poorly?

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

FEBRUARY 3, 2015

Blogs Subconscious Experience CEM CEO Conferences consultants consumer behaviour customer customer behavior Customer Behaviour customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer (..)

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 28, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 29, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

AUGUST 10, 2016

From the Philippines: 86% of Filipinos would rather use digital channels to interact with other industries (not Telecom), which was higher than the global average of 74%. What I see in the numbers here is that while the survey was based on the Telecom industry, its trends are echoing throughout other industries as well.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

NOVEMBER 3, 2014

Blogs Customer Experience Beyond Philosophy customer behavior customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer Management Customer Mirrors customer retention customer (..)

Marketing 220

Marketing Transportation Customer emotions Customer centricity 220

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for 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

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

DECEMBER 23, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

OCTOBER 24, 2014

Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

JustCall

OCTOBER 4, 2023

Competition within your Industry Customers can easily fall prey to the FOMO effect caused by the allure of what your competitors are offering. If a customer perceives that they can get a similar solution at a lower price, they are highly likely to switch to a competitor.

Customer retention 52

Customer retention Feedback Upselling Sales 52

Beyond Philosophy

OCTOBER 21, 2014

Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment. Many organizations that are considered “Naive,” tend to focus on people that have the right skills and product knowledge as well as a familiarity with the industry.

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

CSM Magazine

DECEMBER 15, 2022

After all, your customer support team is the heart and soul of the customer experience (CX). If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention. Understand customers’ emotional loyalty. Do more with less: automate where you can.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Beyond Philosophy

DECEMBER 3, 2015

I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” Welcome to the world of behavioral economics. I thought I would expand on my thoughts here and give a better explanation.

Marketing 218

Marketing Customer emotions Consulting Consulting 218

Beyond Philosophy

OCTOBER 21, 2014

Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment. Many organizations that are considered “Naive,” tend to focus on people that have the right skills and product knowledge as well as a familiarity with the industry.

Customer centricity 170

Customer centricity Customer emotions Customer retention Customer Experience 170

ProProfs Blog

AUGUST 28, 2019

While customer satisfaction and increased customer engagement are worthy goals, the path to attaining these is by crafting a strong emotional connection with the customers. Importance of Customer Emotions. Managing Customer Emotions in a Data-Driven World. Create Target Customer Personas.

Customer emotions 83

Customer emotions CRM Feedback Analytics 83

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. Instead, you encourage them to find a new relationship, a competitor who listens to what they have to say. #2:

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. Customer Connectedness: Customer insights are infused across the organization.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

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. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase.

SaaS 69

SaaS Upselling Sales Customer emotions 69

CSM Magazine

MAY 19, 2023

They use data gathered from customer interactions to pinpoint areas for optimization, making data-driven decisions that improve various aspects of a customer’s journey – from initial discovery, through purchasing and support, to long-term loyalty and brand advocacy.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

ProProfs Blog

JANUARY 23, 2020

For instance, discounts and coupons, business gifts, and more are just mere avenues to add more to the customer’s perceived value of the purchase. This, in turn, enriches the overall customer experience. Marketing costs are generally associated with customer retention. Evoke the Right Customer Emotions to Drive Value.

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

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.

Quality management 52

Quality management Call Center Management Contact Center 52

Callminer

AUGUST 6, 2019

Preferably, the vendor should have extensive experience with the call center industry. As such, it should know the common systems and practices used in the industry, and it should have a solution to integrate these specific needs to the CRM software. How many years has it been in the industry? Likewise, check for the basics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. Maintaining a reputation as an expert in the industry and anticipating future needs are important values that must be performed well. Analysis identified these as the most critical steps to reduce the percentage of neutral or negative customers.

B2C 257

B2C B2B Metrics Entertainment 257

Lumoa

FEBRUARY 16, 2023

Keeping up with industry standards or new trends. But you also need to maintain relationships with your customers. Continue to create meaningful connections with customers while still keeping your business profitable. Increasing customer loyalty. Launching new initiatives. Don’t forget to focus on the big picture, too.

Feedback 94

Feedback Best practices Analytics Surveys 94

JivoChat

APRIL 28, 2021

A further benefit of proactive customer service is that it improves customer retention and loyalty. Customers would rather spend their money with a company that goes out of their way to meet their needs preemptively. In doing so, you can stand out from the competition and keep customers interested.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

Beyond Philosophy

JUNE 4, 2015

In the book, they have identified about 30 companies, from multiple industries, that met their criteria. As Southwest Airlines founder Herb Kelleher has observed “A humanistic approach to business can pay handsome dividends, even in a somewhat benighted industry like air passenger service.”. It’s as simple as that.

Airlines 360

Airlines Marketing Enterprise Advertising 360

PeopleMetrics

OCTOBER 22, 2015

Net promoter scores vary by industry and hence, targets should be set according to benchmarks and norms. Here are a few examples: When you’re examining your position in the industry. When you want to benchmark your customer experience as a whole. Advocacy , or whether the customer will refer his or her network to the company.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

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

JustCall

MARCH 14, 2023

Monitor Progress Regularly monitor and measure progress towards your goals using metrics such as customer satisfaction, Net Promoter Score (NPS), customer retention rate, and first-contact resolution rate. Here are some best practices for improving customer experience in banking: 1. Frequently Asked Questions Q1.

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

Beyond Philosophy

JUNE 1, 2015

Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Solve Customer and Industry Pain Points. Numerous customer behavior studies have shown that people will gravitate to, and pay more for, better service.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JULY 28, 2015

The money spent on advertising, promotion, product development, brand building, and infrastructure can be destroyed in the experience with the Customer. I’d be interested to hear your take on the industry in the comments below. What has been your best or worst car buying experience? What signals did it send to you?

Finance 299

Finance Advertising Sales Surveys 299

Balto

SEPTEMBER 12, 2023

With increased adoption of digital channels, competition from fintech services, and evolving customer expectations, the financial services industry has changed forever. These detailed insights enable you to create personalized experiences for your customers, which make it easier to foster long-lasting relationships with them.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279