Beyond Philosophy

MARCH 30, 2023

A sure way to fail in your efforts to reach your target customers is not to understand how things work where they are. How about that for getting to know your seatmate? Instead of explaining the chicken was finger-licking good, KFC in China was telling their Chinese customers to “eat your fingers off.”

Feedback 195

Feedback Marketing Consulting Consulting 195

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

Beyond Philosophy

APRIL 21, 2021

How to Build UNBREAKABLE Relationships With Your Customers. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a loss of relevancy to their customers and an inability to keep their customers. Key Ideas to Improve your Customer Experience.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

DECEMBER 16, 2021

However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. . Making a high-stakes decision and getting it wrong can have catastrophic effects for both business and personal bottom lines.

Education 243

Education Best practices Consulting Consulting 243

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Consulting 195

Consulting Consulting Education Customer Experience 195

Beyond Philosophy

DECEMBER 12, 2016

If you don’t meet them, they likely won’t buy with you, not now in the holiday season, or in the new year either. billion in sales, representing 12% growth for Cyber Monday sales in 2015. Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

SEPTEMBER 7, 2016

The new iPhone doesn’t have a headphone jack (or nearly as much excitement as previous iPhone launches). Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7. Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7.

Customer emotions 0

Customer emotions Consulting Consulting Sales 0

ShepHyken

FEBRUARY 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. Top 5 Tips to Improve Social Customer Service by Kristina Knight. And, while about two-thirds of consumers contacting b usinesses for customer service are doing so on social media, this is a problem.

Customer Service 206

Customer Service Self service Chatbots CRM 206

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. Let’s take a closer look at each of these points.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Get clear and honest about your real goals. Are you trying to boost customer sentiment ?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Fonolo

SEPTEMBER 21, 2023

Don’t fret — the simple suggestions and methods discussed in this guide will get you started. With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency! The customer service industry is evolving and hasn’t looked back. Ready to level up your contact center team?

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. ” Okay, I’m intrigued!

Customer Service 234

Customer Service Chatbots Customer retention Marketing 234

Beyond Philosophy

JULY 19, 2017

Taking care of your best customers is an age-old concept. Experts suppose the lower growth rate occurred because the U.S. loyalty market is mature, so getting new members is growing more difficult than years past. How do you attract and retain members in your loyalty program? How to Up Your Loyalty Program’s Game.

Consulting 292

Consulting Consulting Customer Experience Metrics 292

Beyond Philosophy

APRIL 18, 2017

On rewarding regular customers with promotions to keep them coming back. On improving the customer’s experience at the time of purchase. On customers who are only starting to consider making a purchase. Customers aren’t as loyal as you think they are. For cosmetics and shoes, almost everyone did.

Sales 310

Sales Consulting Consulting Customer emotions 310

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Call Center Scripts Interactive Voice Response 167

Tethr

NOVEMBER 23, 2021

As the horizon of customer experience (CX) moves farther into the distance, all of us CX practitioners are always chasing the latest and greatest ways to get a competitive edge in the industry. That’s right; AI is improving customer experience in so many ways, that you might not even know AI is involved at all.

Customer Experience 94

Customer Experience Chatbots Personalization Sales 94

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

TeleDirect

OCTOBER 23, 2023

But there is a significant difference between a call center that provides the same service to every client and one that tailors outsourced customer support. But there is a significant difference between a call center that provides the same service to every client and one that tailors outsourced customer support.

outsourcing 62

outsourcing Customer Support Call Center Customer Service 62

Lumoa

OCTOBER 20, 2022

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . A Good Customer Experience Builds Customer Advocacy.

Customer Experience 122

Customer Experience Banking Customer retention Customer advocacy 122

Vistio

MARCH 18, 2024

But here’s a secret: it doesn’t have to be that way. So, how do we cultivate this confidence? Fear of making mistakes: Many new agents may feel intimidated by the prospect of making a mistake in front of their supervisors or while interacting with customers.

call center workforce 52

call center workforce Call Center Construction Best practices 52

ChurnZero

APRIL 15, 2022

Have you ever wondered how certain companies know exactly the right moments to reach out with an offer? Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious.

Accountability 98

Accountability SaaS Upselling Metrics 98

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Customer Service 206

Customer Service Feedback Coaching Management 206

JivoChat

FEBRUARY 22, 2023

As reported in one recent study , around 80% of customers do online research before buying from a small business, and over 60% of small businesses invest in social media marketing to provide relevant information and attract customers. When it comes to choosing one social media platform, Instagram is a great choice.

Brand ambassadors 75

Brand ambassadors Marketing Advertising Accountability 75

Vistio

APRIL 8, 2024

Any contact center trainer knows that getting agents ready to handle customer issues effectively takes more than just a “ Drill and Kill ” approach. Let’s explore intentional practice’s key components, how it affects our memory, and how it makes a lasting impact on learning retention.

Education 52

Education Feedback Coaching Contact Center 52

ChurnZero

MARCH 9, 2021

This spotlight features, Rachel Gurman , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Rachel helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. . Customer Success Around the Web.

Customer retention 85

Customer retention Accountability Sales Personalization 85

Aria Solutions

SEPTEMBER 18, 2017

Customer experience is a commonly discussed topic and certainly on the minds of many organizations. Although there are brands that have made significant transformations to delivering high quality CX, customer surveys reveal that this is only true for 1 in 5 brands ( Why CX? Customers switch brands faster than ever.

Surveys 132

Surveys Customer Experience Management 132

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What’s their secret? What do they have in common?

Quality management 83

Quality management Customer centricity Management Contact Center 83

JivoChat

JULY 19, 2023

To refresh, social data is about the information (like posts, comments, likes, shares, and follows) collected from social media platforms and how people interact online. To refresh, social data is about the information (like posts, comments, likes, shares, and follows) collected from social media platforms and how people interact online.

Customer advocacy 75

Customer advocacy Benchmark Analytics Marketing 75

aircall

OCTOBER 13, 2022

Certain micro inefficiencies that add up—like admin between sales prospects and customer interactions—can go undetected or unchallenged year after year. According to a recent commissioned Forrester Consulting study, The Total Economic Impact™ of Aircall, a composite Aircall customer recovered $31.7K But it’s not the worst part.

Management 118

Management Sales Consulting Consulting 118

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? My Comment: The old saying goes that the squeaky wheel gets the oil. Well, a friendly smile can also get the oil.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

JustCall

OCTOBER 4, 2023

Introduction If you’re running a business, you’ve probably felt the sting of customers leaving, right? It’s a challenge we all face, no matter how big or small a venture is. When customers bid goodbye, it can throw a wrench in our growth and earnings. Lost customers equal to lost revenue.

Customer retention 52

Customer retention Feedback Upselling Sales 52

Global Response

JUNE 27, 2023

Here’s five common ones we often see—and how to avoid them in your own call center, whether you’re hiring for the first time or doing ongoing hiring to maintain or scale your team. Unfortunately, many call centers fall into the same hiring traps and pitfalls. If you don’t have time to dedicate to this process, outsourcing can help.

Call Center 62

Call Center outsourcing Advertising Coaching 62

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. If you missed the webinar, you can watch it on-demand.

SaaS 98

SaaS Metrics Enterprise Surveys 98

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. However, some situations may require additional expertise or attention.

Call Center 105

Call Center Management Wait times Contact Center 105

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. For many of us, that means taking stock of our near and far-term goals and choosing New Year’s resolutions to help us hit the ground running in the new year. Surprisingly, 64.1%

Finance 52

Finance Metrics Government Customer centricity 52

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 83

Analytics Feedback Metrics Surveys 83

CSM Magazine

JANUARY 17, 2022

Are you ready to improve your goal setting for customer service? Attract New Audiences. We all want more customers, right? The key is to attract new audiences. You’ll also be able to attract new audiences by using targeted press releases so that your customer service is featured in top-tier media outlets.

Customer Service 52

Customer Service Entertainment Advertising outsourcing 52