Beyond Philosophy

SEPTEMBER 23, 2014

'Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight? I am referring to the two incidents a couple of weeks ago involving the issue of reclining a seat on a flight. The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining.

Airlines 336

Airlines Consulting Consulting Personalization 336

Win the Customer

SEPTEMBER 21, 2014

'If you don’t like change, your going to like irrelevance even less. If you’re looking for an example of the customer experience revolution, Amazon has shown the way to innovate and dominate by putting the needs of customers first. Making experience the heart of business strategy, Amazon has shown that customer service and customer experience really do matter […].

Customer Experience 144

Customer Experience Customer Service 144

Customers That Stick

SEPTEMBER 25, 2014

'Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Her food adventure brought her back home to New York and now Chicago. Currently the Resident Chef for Sur La Table, Chicago, she teaches hands-on cooking classes to adults and children. Additionally, she is the recipe developer for Sitka Salmon Shares and enjoys experiencing the operation first hand by fishing in Alaska.

Banking 133

Banking Customer Experience Real estate Customer Service 133

ijgolding

SEPTEMBER 24, 2014

'Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive. An industry that appears to be amongst the most glamorous has consistently struggled over the years to deliver consistently good experiences.

Customer Experience 98

Customer Experience Airlines Entertainment Calibration 98

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Beyond Philosophy

SEPTEMBER 26, 2014

'Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example. Clearly it makes sense that who fares best in the stock market are those investors making logical, rational choices. Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the cas

Consulting 326

Consulting Consulting Marketing Analytics 326

Customers That Stick

SEPTEMBER 22, 2014

'…we have failed. Failed to listen closely enough. Failed to communicate effectively enough. Failed to provide enough value. Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look at why most customers are lost, a great many represent a failure of customer experience or of customer service.

Marketing 126

Marketing Customer Experience Customer Service 126

CX Journey

SEPTEMBER 26, 2014

'It''s that time of the year again! Time to celebrate CX Day ! As a member of CXPA (Customer Experience Professionals Association) and a team member of the CXPA SoCal Local Networking Events committee, I am actively involved in the organization and all it has to offer. If you''re a customer experience professional and not yet a member, you should check it out.

Customer Experience 64

Customer Experience Personalization 64

Beyond Philosophy

SEPTEMBER 26, 2014

'Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example. Clearly it makes sense that who fares best in the stock market are those investors making logical, rational choices. Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the cas

Marketing 150

Marketing Analytics Customer Experience 150

Win the Customer

SEPTEMBER 24, 2014

'The divide between mature and immature companies isn’t based on the amount of budget dedicated to customer service or experience, but rather the attention given to gathering customer data and acting on customer insight. A survey of companies and agencies translating experience data to customer service action was a key differentiator between companies succeeding in their business […].

Customer Service 136

Customer Service Customer Experience Surveys 136

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ForeSee

SEPTEMBER 24, 2014

'The ForeSee Mobile Team frequently has spirited discussions (er, debates) about mobile and wearable devices and the roles these devices play in the customer journey, and in lieu of Apple''s recent new product announcements (the Apple Watch, the iPhone 6 and Apple Pay), we felt it would be appropriate to illuminate what we think of it all. The post ‘Watch’ Out: Apple’s New Products are Poised to Impact the Mobile Customer Experience appeared first on ForeSee.

Customer Experience 45

Customer Experience 45

Customer Interactions

SEPTEMBER 22, 2014

'The other day, we read about a manhunt in Phoenix, Arizona, in which two suspects from a gas station shooting fled to the Sky Harbor Airport. One was caught swiftly but the other eluded police. The busiest terminal was locked down for three hours while police searched for him, delaying 69 outbound flights, cancelling 13 others and inconveniencing thousands, to say nothing of the risk to all involved.

Personalization 32

Personalization Accountability Technology 32

Beyond Philosophy

SEPTEMBER 26, 2014

'Most of us think that people make decisions, especially big, consequential decisions, based on a rational assessment of the consequences of that decision. The stock market is a great example. Clearly it makes sense that who fares best in the stock market are those investors making logical, rational choices. Certainly with the types of investments that are made, the sophistication of the analytics that is undertaken and the vast sums of money involved you would want to think that that is the cas

Marketing 150

Marketing Analytics Customer Experience 150

Win the Customer

SEPTEMBER 22, 2014

'Customer interaction analytics provide a wealth of information about a contact center’s customers, workforce, and the effectiveness of its current system. In doing so, it highlights a call center’s strengths and weaknesses, information that is crucial to improving both customer satisfaction and efficiency in the workplace. With more and more work in contact centers being […].

Analytics 135

Analytics Contact Center Customer Service 135

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Brad Cleveland Blog

SEPTEMBER 24, 2014

Self service 20

Self service Multi-channel support Contact Center Call Center 20

CX Journey

SEPTEMBER 23, 2014

'Image courtesy of Unsplash Today''s post is inspired by a couple of different conversations that happened over the past week or so. What''s the difference between a customer experience lifecycle map and a customer journey map? I thought it was worthwhile to clarify because the difference is in the details! Literally. I''ll start with the customer experience lifecycle map.

Journey mapping 72

Journey mapping Customer centricity Customer Experience Sales 72

Beyond Philosophy

SEPTEMBER 23, 2014

'Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight? I am referring to the two incidents a couple of weeks ago involving the issue of reclining a seat on a flight. The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining.

Airlines 150

Airlines Personalization Customer Experience Customer Service 150

Win the Customer

SEPTEMBER 23, 2014

'Waiting in line is the ultimate dread for any customer working with customer service. The epitome of customer service excellence and what I consider customer service nirvana is the ability for an organization to achieve a level of customer service perfection where customers no longer have to wait in line. When we started DigiCert, a […].

Customer Service 128

Customer Service 128

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Brad Cleveland Blog

SEPTEMBER 24, 2014

Self service 20

Self service Multi-channel support Contact Center Call Center 20

Beyond Philosophy

SEPTEMBER 23, 2014

'Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight? I am referring to the two incidents a couple of weeks ago involving the issue of reclining a seat on a flight. The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining.

Airlines 150

Airlines Personalization Customer Experience Customer Service 150