Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

SEPTEMBER 5, 2014

Employee Engagement promotes the concept that employees that believe in the brand promise of the organization they work for are more likely to work harder to deliver on that promise. Not only that, employee engagement is a key aspect for the Customer Experience. View our books on Customer Experience here.

Employee engagement 199

Employee engagement Customer emotions Customer centricity Customer Experience 199

Beyond Philosophy

NOVEMBER 10, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

JULY 17, 2017

At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. They spent time showing customers how to use their phones in the store so they wouldn’t have to call with issues. Hesse didn’t talk about customer emotions. What about your company?

Technology 332

Technology Consulting Consulting Customer emotions 332

Beyond Philosophy

SEPTEMBER 5, 2014

Employee Engagement promotes the concept that employees that believe in the brand promise of the organization they work for are more likely to work harder to deliver on that promise. Not only that, employee engagement is a key aspect for the Customer Experience. View our books on Customer Experience here.

Employee engagement 150

Employee engagement Customer emotions Customer centricity Customer Experience 150

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

NOVEMBER 10, 2014

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Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

COPC

APRIL 1, 2024

We’ve explored the various aspects of this change, from enhancing employee engagement and reducing operational costs to boosting product and service performance. This new era of customer service is marked by enhanced interactivity, engagement, and efficiency.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

CSM Magazine

DECEMBER 15, 2022

Fostering a positive and empowered work culture can help improve employee morale and engagement, which can, in turn, improve the overall performance of your contact center and your customers’ experience. Understand customers’ emotional loyalty.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Beyond Philosophy

OCTOBER 24, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 188

Customer emotions Employee engagement Customer centricity Customer retention 188

TechSee

AUGUST 26, 2020

When employees are not fully engaged or do not feel empowered, their lack of motivation can negatively influence CX. Therefore, organizations should apply multiexperience thinking to enhance their employees’ engagement and productivity.

Self service 124

Self service Customer effort Multichannel Metrics 124

Enghouse Interactive

APRIL 30, 2021

EI is not something that you just learn once – it needs to be constantly worked at and has to be supported by the culture of your contact centre if you are to gain consistent benefits, both internally and with customers.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

JustCall

MARCH 6, 2023

Implementing these practices can lead to higher employee engagement, job satisfaction, and motivation, which can ultimately drive better performance and productivity. Reinforcing emotional intelligence: Handling customer complaints and resolving issues requires empathy, patience, and the ability to understand customer emotions.

Coaching 52

Coaching Call Center Scripts Construction 52

Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. Further, there is no specific connection to the emotional drivers of employee experience.

Employee engagement 365

Employee engagement Consulting Consulting Enterprise 365

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gamification 265

Gamification Big data Personalization Feedback 265

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. Michael Lowenstein, Ph.D.,

Customer centricity 244

Customer centricity Construction Enterprise Marketing 244

Lumoa

OCTOBER 31, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Beyond Philosophy

DECEMBER 22, 2014

Blogs Customer Experience 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 Management Customer Mirrors customer research employee engagement' (..)

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Lumoa

FEBRUARY 9, 2023

According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Employee Engagement: Employees are aligned with the goals of the organization. Compelling Brand Values: Brand promises drive how the organization treats customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Avaya

JUNE 18, 2018

Automated Quality Management can take your quality assurance program to the next level by automating scoring for some or all questions on an evaluation form—empowering quality managers to shift resources from scoring customer interactions to focus on coaching agents, so they can improve customer satisfaction and employee engagement.

Quality management 40

Quality management Analytics Coaching Contact Center 40

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 360

Airlines Marketing Enterprise Advertising 360

ProProfs Blog

DECEMBER 17, 2021

All this can be done by choosing from pre-built bots and bot templates that possess the ability to resolve all kinds of queries to offer bespoke customer service improvements. Apptentive is regarded as one of the actionable mobile app tools to capture mobile customer feedback. Apptentive. Source: Apptentive.

Feedback 78

Feedback Surveys APIs Customer centricity 78

Pointillist

JUNE 6, 2018

They also use customer lifetime value(CLV), share of wallet, and retention. It’s important to remember there are metrics on the employee side, as well, because employee experience drives the customer experience. So they look at employee engagement, eNPS, and, especially, retention and turnover numbers.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 257

B2C B2B Metrics Entertainment 257

Pointillist

OCTOBER 22, 2018

Emotion AI. “By By 2022, your personal device will know more about your emotional state than your own family.” — Gartner. The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40