Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . People almost universally align on their distaste for their cable company. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Moreover, cable companies are also courting disloyal customers through promotions like that.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

ShepHyken

FEBRUARY 14, 2022

CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. The point is simple and well made: Chasing customers with low prices and discounts, is as the article points out, “… ultimately a race to the bottom in terms of cost.”. Are You Asking the Right Customer Experience Questions?

Customer Service 307

Customer Service Surveys Customer Experience Accountability 307

Beyond Philosophy

MARCH 31, 2020

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. But now, for certain product categories, if people get used to it, it will become the new norm.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

AUGUST 1, 2016

I’d do almost anything to avoid calling tech support for my local cable and internet company. The New York Times reports that certain companies create a telephone customer service experience that is guaranteed to frustrate, annoy and anger anyone who dares to dial that 800 number. Positive emotions create value for a company.

Consulting 282

Consulting Consulting Customer centricity Customer Experience 282

Beyond Philosophy

AUGUST 11, 2022

Then, we sat for an extra 45 minutes on the tarmac while the airport found us a gate. However, if you can create a culture that makes them feel like they are part of the organization and that the company has a vision and a path for them, it can help them overcome these feelings that the job isn’t worth it. Consider the long term.

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

OCTOBER 22, 2020

Priming activates some part of our mind, and that’s enough to produce this response out of us. From a technical perspective, Priming is a term that describes doing a little bit of something that will activate some idea in your mind and getting a response out of it. This fishing net example helps us understand what Priming does.

Journey mapping 286

Journey mapping Consulting Consulting Advertising 286

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. If the vision is too aggressive, the organization will struggle to achieve results in the short-term – and lose faith in the endeavor.

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina wrote to us on the podcast about this pickle she is in, and it’s interesting. The water company had promoted an engineering guy to running customer experience.

Engineering 221

Engineering Consulting Consulting Best practices 221

CCNG

JUNE 14, 2023

I finally booked our flights and decided to use mileage for one of us and a paid ticket for the other. Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Nicereply

JANUARY 17, 2024

That’s a remarkable ripple effect that no company can afford to ignore. Trust us, every kind of customer values a heads-up from the company. Companies should work on strengthening their supply chain, partnering with reliable logistics providers, and maintaining a buffer stock to lessen unexpected disruptions.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

Beyond Philosophy

FEBRUARY 3, 2022

Anna’s company should begin by considering why the customer is entering the experience and how they feel when they arrive. For example, Beyond Philosophy did some work with a mobile phone company’s lost and stolen process. He loaded the car, but he didn’t give us a receipt. Generate short-term wins. .

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

ProProfs Blog

AUGUST 19, 2020

Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies. So how do you possibly take your service policies out of presentation slides and build your business culture around them? Let us get started! Understanding Customer Service Policies and Procedures.

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

Beyond Philosophy

AUGUST 10, 2023

However, those four terms—perception, expectation, interpretation, and evaluation—have distinct ideas or stages, per psychologists. One could interpret Plato’s argument that our perceptions trap us, barring our access to reality. Plus, the company did say on the website that the chairs are slightly different colors and shades.

Surveys 195

Surveys Education Sales Personalization 195

ProProfs Blog

APRIL 30, 2020

But as a business with long-term goals, you just can’t allow any temporary situation to get the best of you. We are building a 100-year company and understand that in a period that long there will be many events that happen. Nevertheless, we have strong resilience and contingency plans to help us cope with COVID-19.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

Beyond Philosophy

FEBRUARY 1, 2021

I was sitting at home and watching the results of the closely contested US election unfold on CNN when I kept seeing a Hyundai commercial focused on sustainability. 56% say environmental and social practices of a company have an impact when choosing to buy from them. Why is this important? What’s at stake? Patagonia is one of those.

Marketing 369

Marketing Consulting Consulting Construction 369

CCNG

JULY 12, 2020

Preparation and Planning COVID-19 Strategies and Policies of the World's Largest Companies , by Larry Edmond and Ellyn Maesse, Gallup. The companies in this sampling average $27 billion in revenue with 80,000 employees and most are global organizations. Having a company-wide plan in case of an emergency is essential.

Contact Center 221

Contact Center CCNG Best practices Government 221

Callminer

MARCH 12, 2020

Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Of particular importance to call center companies are regulations involving data privacy and protection. However, both the HIPAA in the US and the GDPR in the EU are of importance to organizations outside of their respective territories.

Call Center 182

Call Center Analytics Best practices Government 182

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. They need to know they made the best decision when they chose to work for you and your company. Employees want something to brag about.

Government 297

Government Consulting Consulting Personalization 297

CCNG

JANUARY 4, 2023

How do we beat the competition by providing im­proved Customer Experiences for those who inter­ act with us – especially those who contact us through our live-agent channels? Nonetheless, this means that Agents are more “on their own” than ever in terms of close-to-hand human support. This is a major fail-point. Technology, 39.4%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Beyond Philosophy

MAY 29, 2017

The availability heuristic is an intuitive thought process that helps us make sense of things we do not understand. The representativeness heuristic helps us make judgments about how likely something is to happen when we are not sure. Honesty is the best policy, and it pays off in the medium- to long-term. Act quickly.

Consulting 333

Consulting Consulting Customer Experience 333

Beyond Philosophy

FEBRUARY 20, 2017

As described by Professor Daniel Kahneman of Princeton’s Woodrow Wilson School (and winner of the 2002 Nobel Memorial Prize for Economics), we have a tendency to evaluate things in terms of gains and losses. To illustrate this, Kahneman gives us the example of betting on a coin toss. Let us know in the comments below!

Journey mapping 302

Journey mapping Consulting Consulting Customer Experience 302

CSM Magazine

FEBRUARY 7, 2023

For some companies, it seems recruitment and retention has never been so difficult. But now we’ve weathered the peak of the storm, the time for short-term fixes is over and businesses are looking at long-term strategies, particularly when it comes to attracting the very best candidates and building loyalty and longevity across their team.

Healthcare 64

Healthcare Morale Employee engagement Management 64

DMG Consulting

JUNE 10, 2023

It can often feel as if companies have given up on delivering a satisfying service experience. Most of us are quick to blame agents for poor service experiences, even though it’s often not their fault. But they’re the ones who have to communicate (and adhere to) what so many consumers perceive to be bad policies.

Customer Service 48

Customer Service Self service Enterprise Consulting 48

ClearAction

DECEMBER 26, 2022

1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices. Effectiveness in meeting customer needs refers to your products, convenience, responsiveness, legal policies, proactiveness, and customers’ costs (money, time, stress, etc.). Interestingly, the CX Index is simple: CX Quality.

Customer Experience 71

Customer Experience Customer centricity Sales Metrics 71

CSM Magazine

AUGUST 29, 2022

We get it, life can get ahead of us all sometimes. Sell Your Life Insurance Policy. You can sell your life insurance policy to make extra money. You will need to find a life insurance buyer who is willing to pay you the cash value of your policy. Third, you will need to find a buyer for your policy.

Banking 52

Banking Sales Surveys Marketing 52

Customer Guru

SEPTEMBER 25, 2018

Company policies and regulations, lack of authority, and various other such reasons can come in the way of a customer service representative resolving a customer complaint. But, that is the policy. It is understandable that company policies and regulations might not allow you to help the customer. Let us know!

Wait times 129

Wait times Customer Service 129

ProProfs Blog

JANUARY 24, 2020

According to the Cambridge English Dictionary , customer advocacy can be defined as: “A way of doing business wherein the company knows how essential it is to keep customers delighted by: . So, if you wish to measure a company’s customer advocacy, the first question you must ask is: Would I recommend this company to a friend?

Customer advocacy 155

Customer advocacy Marketing Feedback B2B 155

Beyond Philosophy

SEPTEMBER 30, 2021

One of our podcast listeners wrote to us with a problem. Our listener wants help convincing his team that using a free trial will help sales. Your return policy after the trial is essential here. . I bought trousers from a company in the UK called Cotton Traders, but I don’t like them and want to return them.

Sales 195

Sales Advertising Customer centricity Accountability 195

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options.

Self service 110

Self service Accountability Airlines Customer Care 110

Beyond Philosophy

DECEMBER 10, 2021

Reichheld says most companies have mangled the original NPS concept with leaderboards that compare scores between employees or withholding compensation related to it. For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. Several industries use this metric already.

Airlines 273

Airlines Metrics Accountability SaaS 273

JustCall

OCTOBER 6, 2023

Consistent customer service is a hallmark of reliability and professionalism, attracting customer trust, loyalty, and long-term business. Research tells us that 81% of customers seek the same level of service every time they interact with the business. Consistency is the key to reinforcing brand identity.

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

ProProfs Blog

JULY 20, 2021

For this, you need to gauge their perspectives on different aspects like HR policies, pay and perks, work-life balance, relationship with peers, and many more. . A survey conducted by Glassdoor highlights the crucial factors that matter the most for employee satisfaction in the US. Predict Long-Term Organizational Growth.

Surveys 109

Surveys Feedback Employee engagement Best practices 109

Global Response

OCTOBER 17, 2023

As a result, many companies are moving their outsourcing operations to onshore models in hopes of increasing call center security and providing additional protection for sensitive data. For US-based businesses, offshore call centers are typically housed in the Philippines or India. million (USD). Ready to perfect your CX?

Call Center 62

Call Center outsourcing Technology Finance 62

ShepHyken

MAY 14, 2021

Consider the following instances if you don’t believe us: The brand created a dedicated website – “ My Starbucks Idea ” for starters to empower customers to leave feedback and suggestions. Listen and take the customer queries and feedback seriously. Here’s how successful this campaign has been over the years.

Journey mapping 217

Journey mapping Customer Experience Self service Personalization 217

Nicereply

APRIL 16, 2020

When it comes to Terms of Service, people tend to fall into one of two camps. Or, you agonize over every line before you even consider accepting any terms. Although a Deloitte study found that 91% of consumers don’t even read terms of service agreements, they’re still a lightning rod topic around the world.

Feedback 52

Feedback Accountability Technology Personalization 52

CSM Magazine

DECEMBER 23, 2023

Reduced levels of absenteeism Unsurprisingly, workplaces that report higher levels of absenteeism often experience negative impacts regarding both costs and productivity, in fact, it’s estimated that the total annual cost of lost productivity due to excessive workplace absenteeism equals as much as $84 billion in the US alone.

Employee engagement 52

Employee engagement Surveys Metrics Marketing 52