wrong-customer-experience 
Beyond Philosophy
JULY 13, 2021
Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.
Beyond Philosophy
JULY 3, 2021
Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. The question is, was outsourcing that part of your experience really a good idea or a big mistake?
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CSM Magazine
MARCH 4, 2019
Your customers are the ones that shape your growth, define your offerings, and pay the bills. But are you getting the customer experience wrong? Steve Jobs said 20 years ago, “You’ve got to start with the customer experience and work backward to the technology.
Vonage
SEPTEMBER 29, 2015
If you look at most Voice of the Customer (VoC) programmes typically, they start in the contact centre. The aim of these programmes is to make customers stay longer, spend more and recruit new customers. The most startling of all, 45% of all participants undergoing VoC programmes don’t close the loop for the customer.
Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker
An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Agents worry about doing the wrong thing and getting in trouble. Contact center leaders worry about agents giving away too much or serving customers inconsistently.
Beyond Philosophy
MARCH 21, 2024
Listen to the podcast: Sometimes, things go wrong despite your best efforts. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that.
Beyond Philosophy
JANUARY 26, 2024
Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. Then, surely it’s asking the wrong people the wrong way, right? The biggest mistake people make in customer research is not doing it often enough. Click here. But it isn’t.
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. But if you have to beg a customer to give a review or referral, you're doing it wrong. The best customer experiences go beyond the sale.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Customer Experience is the new black. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more.
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. 💡 That’s where the Voice of the Customer (VoC) comes in. Are you excited to actually start making sense of customer analytics? If you can’t identify it, you can’t fix it!
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