Beyond Philosophy

MARCH 9, 2018

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. I came across an excellent example of this in a Scientific American article about men and the environment.

Transportation 178

Transportation Culture Article Books 178

Beyond Philosophy

AUGUST 15, 2019

We discussed measuring Customer Experience correctly in a recent podcast. So, while my review isn’t necessarily providing excellent data for a Customer Experience Metric, it does serve a vital purpose for Customer Experience. Furthermore, a positive VOC survey can be an excellent resource for finding testimonials.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

Beyond Philosophy

MARCH 28, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” Let’s turn these operational results around in six months.

Presentation 78

Presentation Hotels Culture Sales 78

Beyond Philosophy

JULY 24, 2019

We discussed Facebook on a recent podcast and the implications of privacy violations for their users. That doesn’t make being trustworthy any less ethically responsible, but many services operate in places where people don’t have many options. on The Intuitive Customer Podcast. Privacy is not a small thing.

Customer Centricity 139

Customer Centricity Culture Government Social Media 139

Beyond Philosophy

JANUARY 26, 2023

The idea is to get people thinking about things they had never considered before and help them reframe their experience through the lens of the customer rather than operations. #1 Michél Patterson from Maersk Line, the world’s largest shipping container company, was recently a guest on the podcast. If not, you are not alone.

2023 78

2023 Net Promoter Score Customer Centricity Workshop 78

Beyond Philosophy

AUGUST 16, 2018

Now, how do I implement that in my day-to-day operations?” We do, though discuss dozens of theories on our weekly podcast and we even wrote a book about some of them! An excellent way to measure whether your customer trusts you is to know whether they would endorse you to their family and friends.

Net Promoter Score 184

Net Promoter Score Consulting NPS Measurement 184

Beyond Philosophy

FEBRUARY 25, 2019

On our recent podcast , we discussed our rational and irrational tendencies as customers, a psychological concept that addresses why we are the way we are, and what you can do about it in your Customer Experience. Other times they operate independently of each other. We aren’t going to treat people like dogs.

Hospitality 107

Hospitality Consulting Retail Books 107

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They fail to make an excellent first impression. to turn in my equipment.

Customer Centricity 175

Customer Centricity Consulting Transportation Sports 175

Beyond Philosophy

OCTOBER 18, 2019

We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service. So, even though it’s part of our mind, we don’t have direct access to it, and, when it operates, we don’t feel it, see it or think about it. Buying Intuitively.

Airlines 90

Airlines Books Travel Consulting 90

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. Learn how Steven does so by listening to the podcast below.

Customer Journey 98

Customer Journey Customer Experience Customer Service Advertising 98

Amity

APRIL 25, 2016

The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight. Follow her weekly blog posts on Customer Success best practices. The Gainsight Blog. C CO Council Blog.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Beyond Philosophy

JUNE 25, 2021

We discussed these stories in a recent podcast , starting with the European Super League. We did a podcast on Vaccine Passports not so long ago right when the concept was just getting started. By managing customers’ expectations and excellent communication, you can show your customers you are trustworthy.

Insights 153

Insights Customer Experience 2021 Books 153

Uniphore

DECEMBER 6, 2021

They lead their organizations through the changes and challenges that contact centers encounter and champion processes and procedures to deliver excellent customer experiences. Never Miss a Thing Subscribe to our blog for the latest industry news, updates and more from Uniphore.

Contact Center 52

Contact Center Leadership Technology Communication 52

Beyond Philosophy

JANUARY 20, 2022

However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. I invited David VanAmburg , Managing Director of the American Customer Satisfaction Index (ACSI), on a recent podcast to discuss why scores are declining. Try my podcast, The Intuitive Customer instead.

Customer Experience 78

Customer Experience Customer Satisfaction Customer Centricity 2010 78

Beyond Philosophy

MARCH 2, 2020

We discussed the profitability of lousy customer service on a recent podcast. Knowing how much a customer is worth over 10 or 20 years helps an organization realize the importance of maintaining these relationships with excellent customer service. . Moreover, organizations often neglect to consider the lifetime value of a customer.

Customer Service 188

Customer Service Consulting Customers Poor Customer Service 188

Beyond Philosophy

JUNE 1, 2023

This change had an excellent effect on their experience design and outcomes. While other things can also determine context beyond segmentation, it’s an excellent place to start. They were looking at the interaction from an operational lens. When I record my podcast, I use a microphone that has an app.

Call Center 78

Call Center 2001 Retail Workshop 78

Beyond Philosophy

DECEMBER 19, 2017

Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. However, we have since moved the company operations to the U.S It means choosing to do what’s right for the customer even if it isn’t ideal for operations. www.warc.com 4 December 2017.

2002 153

2002 2017 Customer Centricity Consulting 153

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 111

Customer Experience Chief Customer Officer Leadership Culture 111

Beyond Philosophy

MAY 21, 2020

On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers. Charles Duhigg, author of The Power of Habit , has an excellent TED Talk about this: Our two-system model of thinking plays a significant role in habits. Preparing for the New Normal.

Airlines 120

Airlines Books Consulting Customers 120

Customer Bliss

JULY 26, 2016

Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation. As with many CCO-level leaders, Renee first ran service delivery and operations, then added brand as the CMO of the organization, then customer experience.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Beyond Philosophy

OCTOBER 21, 2021

Mead criticizes Influencers who have not held an operational role and are theoretical rather than practical in their approach to Customer Experience. Like myself, Mead’s career is operational, starting as a customer service agent with a headset on for a water utility company where 90 percent of the calls were complaints.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. link] [link] Rod Cook, Director of North American Service Operations Mark is the SVP Services at 3D Systems and is responsible for all Global Services Functions. Bob is also an author: see his site [link] feinerbook.com.

2023 41

2023 Management Automotive Leadership 41

Beyond Philosophy

MARCH 31, 2022

This situation is precisely what happened to one of our listeners, Stephanie, who wrote in with a Business Pickle, which is where our podcast listeners ask for our help with a business problem. Understanding inflation is essential for understanding the economy and how things operate. Try my podcast, The Intuitive Customer instead.

Customer Experience 89

Customer Experience 2022 Call Center Customer Centricity 89

Kustomer

JANUARY 7, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to create a personalized, data-driven customer experience. Learn how Steven does so by listening to the podcast below. TRANSCRIPT.

Customer Experience 88

Customer Experience Advertising Customers Brands 88

CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. He also runs a podcast- Churn.FM Lincoln Murphy. Andrew Michael.

2022 52

2022 Customer Success 2021 Consulting 52

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. You want to think more broadly about customer experience excellence.

ROI 143

ROI Books Customers Definition 143

Stella Connect

OCTOBER 14, 2021

Colin has written seven bestselling books on Customer experience is the co-host of the highly successful Intuitive Customer podcast. I dealt with this on a podcast called ‘How to Evoke Customer Emotions,’ which you may want to listen to below: When you start from a place of customer empathy, you position yourself for success.

Contact Center 52

Contact Center Net Promoter Score NPS Call Center 52

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. FOLLOW us on TWITTER: [link].

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

SurveySensum

APRIL 1, 2024

Openly discussing business practices and making the operational aspects of a startup visible foster trust. Each interaction is an opportunity to reinforce the startup’s commitment to excellence. Engaging content, from articles to podcasts and webinars, helps in attracting an audience that values informed perspectives.

Brands 52

Brands Social Media Feedback Loyalty 52

Beyond Philosophy

NOVEMBER 8, 2018

He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there. The emerging businesses have been disrupting established companies that have been operating in the same way for 30 years. I was fascinated by the country.

Customer Centricity 154

Customer Centricity Transportation Consulting Presentation 154

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. FOLLOW us on TWITTER: [link].

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. FOLLOW us on TWITTER: [link].

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

Beyond Philosophy

DECEMBER 19, 2020

Today, I am sharing the advice of an expert in dealing with stress that we hosted on a recent podcast. None of these are ingredients for an excellent Customer Experience. ” Excellent and effective leaders recognize the importance of these pauses for their people, too. Try my podcast, The Intuitive Customer instead.

Presentation 99

Presentation Leadership Management Books 99

Optimove

APRIL 21, 2022

She’s also the host of the successful podcast The Happiness Lab, published by Pushkin Industries, Malcolm Gladwell’s media company. Paper Source operates 129 stores across 25 states in the US, plus an e-commerce store and wholesale division. Its motto is “do something creative every day.”

E Commerce 52

E Commerce Multi-Channel Touchpoint Social Media 52

Magellan Solutions

APRIL 19, 2021

In 1957 the first call center firm, DialAmerica , began its operation with only two calling stations: one inbound and one outbound station. The main thing is to have a skilled operator who can intrigue prospective clients effectively. Blogging to draw attention to your website. Running your own RSS feed, podcasts, or eBooks.

Call Center 52

Call Center Social Media 2003 Sales 52

Clarivate

OCTOBER 29, 2021

In 2020, Clarivate announced a new world-leading Center of Excellence in Chandler, Arizona. On behalf of the worldwide customer care team and our executive leadership team I’m proud to share that our Chandler Center of Excellence (CoE) has been identified as a key employer that help shape the future of the area.

Customer Care 98

Customer Care 2020 Innovation Culture 98

CSM Magazine

APRIL 23, 2020

You understand how each task, each product, and each employee must be at their peak to operate efficiently and profitably. You routinely take classes or online courses, read industry magazines, or listen to podcasts to increase your knowledge and provide value to your employer and customer. You’re hands-on to ensure all goes well.

Customer Service 52

Customer Service Hospitality Magazine Customers 52