Beyond Philosophy

AUGUST 13, 2020

Do you know what annoys me? After all, how much joy do you need to buy paper towels? There is a significant connection between successful Customer Experiences and the amount of effort they require from customers. So, we develop habits, to avoid thinking about doing things and making a tremendous effort.

Customer effort 457

Customer effort Government Consulting Consulting 457

Beyond Philosophy

FEBRUARY 6, 2019

If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. Insufficient data exist about how companies do at an individual level as a result of Customer Experience improvement efforts. There is a massive opportunity for companies to do better. Rightly so, to be honest.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” Which is more memorable?

Customer Service 211

Customer Service Airlines Feedback B2B 211

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Measure Outcomes, Not Indicators by Mike Cooper. The answer is to measure success in the right places, and the author offers up four in particular.

Customer Service 175

Customer Service Customer centricity Customer Experience Sales 175

Beyond Philosophy

JANUARY 28, 2019

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. 5 CX Concepts to Stay Ahead of the Competition. Focus on the ROI of CX improvement. You go into business to make money.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

JANUARY 2, 2019

If this continues, I am sure the investment in resources and money dedicated to the effort will stop—and rightly so. Contrast this outcome with our clients’ that dedicate resources to improving Customer Experience. The challenge is that everyone thinks they know what it takes to improve a Customer Experience, but few really do.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them. Measurement. Most companies do not devote the same resources to customer interaction. They include: People. Expectations.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Wall Street Journal) Technology lets companies see how badly they can treat consumers, right up until the moment they bolt. This Is Why.

Customer Service 243

Customer Service CRM Customer Experience Surveys 243

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. This is where CX metrics for success come into play.

Metrics 59

Metrics Customer Experience Customer retention Customer effort 59

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. It is especially true when you are talking about your senior team. Unfortunately, you must have the engagement of the senior leadership to be successful. It’s political.

Consulting 383

Consulting Consulting Customer Experience Sales 383

Beyond Philosophy

SEPTEMBER 23, 2021

Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question. Hyken says the most critical measurement in business has to do with “I’ll be back.”

Airlines 273

Airlines Feedback Self service Best practices 273

ShepHyken

AUGUST 4, 2017

The continual advancement of digital technology is nothing new, yet providing an outstanding customer experience is now becoming more impossible to do without incorporating the latest digital elements into it. Finding this key balance will be critical to success. How will organizations drive an effective experience…?”.

Big data 189

Big data Customer Experience Personalization Technology 189

Beyond Philosophy

AUGUST 31, 2016

They don’t know what to do next. 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. Here is a step-by-step guide to help you implement your new and improved Customer Experience. Step two: Have a plan.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Beyond Philosophy

DECEMBER 19, 2017

These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. How we think influences how we behave, especially as customers. What have the other brands been doing for the last 15 years? Why is this happening and how does this apply to the state of CX in the UK?

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

NOVEMBER 24, 2022

It’s a customer-centric answer, and we know how critical customer-centricity is. However, what if where you want to move them will actually be a better experience for them, even if it isn’t where they are this time? We wouldn’t have seen the benefit and would have carried on with phones you only see television drug dealers use today.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

ProProfs Blog

DECEMBER 26, 2019

We’ve all heard way too many times that happy customers are the cornerstones of a successful business. And what do you even mean by a happy customer ? Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not all of them measure customer experience in the same way. .

Customer Experience 136

Customer Experience Metrics Surveys Average Handle Time 136

Beyond Philosophy

MARCH 8, 2017

Telecoms are bad at CX around the globe! I am a detractor and that is what has motivated me to write this blog. One person doesn’t know what the other one is doing or has done. One person doesn’t know what the other one is doing or has done. No one knew why it wasn’t or who I talked to or how to get someone to come today!

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? But maybe you believe it’s just too expensive to even think about it. Your organization is doing its best with the resources it has. What else can you do? Providing poor CX is incredibly expensive! By Peg Ayers.

Consulting 173

Consulting Consulting Contact Center Surveys 173

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Feedback 157

Feedback Analytics Multichannel Surveys 157

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 83

Analytics Feedback Metrics Surveys 83

ShepHyken

SEPTEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: Influence marketing is about getting influential people to talk about you and what your company sells. Here are my top five picks from last week.

Customer Service 284

Customer Service SaaS Customer Experience Marketing 284

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Take a couple of minutes to read this and then remind your people about these three simple ideas that will help you be even more successful.

Customer Service 169

Customer Service Multichannel Call Center Contact Center 169

Lumoa

MAY 5, 2022

Customer Experience (CX) is far more than traditional customer service and marketing. It is therefore smart to look at customer experience strategy and brand strategy together if you want to build a stronger position in people’s consciousness. CX is the customers’ experience of the product or service itself.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

Beyond Philosophy

JULY 28, 2022

Netflix has a great show called “The OA,” but you shouldn’t watch it. You will wish you hadn’t if you ignore me and queue it up. This fantastic and disappointing show is the victim of using old metrics for televisions’ success to measure performance in a new delivery channel.

Metrics 221

Metrics Marketing Consulting Consulting 221

Lumoa

FEBRUARY 28, 2023

They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. All you have to do is ask (and listen!).

Feedback 83

Feedback Surveys Metrics Customer Experience 83

Nicereply

JULY 24, 2023

“What are partnerships and how do they tend to work in a customer experience context?” If you integrate into a tool, or claim to have domain expertise in a given industry, expectations can rise rapidly. What are partnerships and how do they tend to work in a customer experience context?

Customer Experience 52

Customer Experience outsourcing Marketing Education 52

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This leaves you with more uncertainty about CX than you had at the start of your research. . This article is inspired by our own frustrations with getting to know the CX space.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Here’s your ultimate guide on how to build a customer experience department. Decide When and How to Collect Data and Feedback 4. In This Article: Preliminary Steps 1.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Beyond Philosophy

APRIL 30, 2015

The challenge is how does the supplier ‘control’ the experience the distributor gives to their Customer? If you don’t like what they are doing, go direct to the Customer and cut out the distributor, not normally a favored path. They state what the experience should look like and then they measure it through mystery shoppers.

Automotive 236

Automotive Consulting Consulting Customer Experience 236

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Next thing you know, you buy it.

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

Beyond Philosophy

OCTOBER 21, 2021

While I have my opinions, I do not have all the answers about why experiences are poor today. By understanding other people’s views, you can improve your thinking. . However, that’s my take; read Mead’s posts and see what you think. . Now, I don’t agree, nor do I think the issue is as black and white as this.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. How customers perceive your brand is essential to your success. If you're not investing in improving your customer’s perception of your business, you're going to be left behind.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

360Connext

SEPTEMBER 27, 2017

Keeping up with customer experience trends is now an essential part of running a successful business. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.

Banking 124

Banking Metrics Big data Consulting 124

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Nicereply

MARCH 16, 2022

Every company seems to understand and define customer experience differently and measure it with unique KPIs. Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals.

Sales 111

Sales Customer Experience Upselling Self service 111

Lumoa

FEBRUARY 21, 2023

The first step is to assess where you are now and then make an action plan. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. We must rethink how quickly we can get from data to an idea to an initiative to completion.

Gamification 83

Gamification Journey mapping Feedback Metrics 83