Beyond Philosophy

MAY 31, 2019

Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. That is why helping your customers have a wonderful memory of your experience is essential.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . If you do, you are in the minority. 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.

Customer Centricity 175

Customer Centricity Consulting Transportation Sports 175

Beyond Philosophy

AUGUST 31, 2023

Sometimes your customers have to wait. You would rather that wasn’t necessary, but it is reality. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. David Meister wrote a paper called “The Psychology of Waiting Lines.”

Call Center 89

Call Center Magazine Customers Airlines 89

Beyond Philosophy

JULY 24, 2019

Are you thinking the same as me? Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Furthermore, I believe this could lead to their downfall.

Customer Centricity 139

Customer Centricity Culture Government Social Media 139

Beyond Philosophy

JUNE 17, 2019

I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! Can I get you anything else? As I often tell my audiences, I am blessed and cursed.

Customer Centricity 121

Customer Centricity Culture Consulting ROI 121

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

Net Promoter Score 156

Net Promoter Score Customer Experience Hospitality Consulting 156

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The answer is simple: What’s next is the next level of Customer Experience improvement. See the difference there? Let me explain.

2016 94

2016 Net Promoter Score Metrics Consulting 94

Beyond Philosophy

MARCH 31, 2022

It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs. Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Inflation Raises the Roof.

Customer Experience 89

Customer Experience 2022 Call Center Customer Centricity 89

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Customer emotions drive customer behavior.

2005 102

2005 Measurement Consulting Technology 102

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

Culture 115

Culture Customer Service Leadership Airlines 115

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Understanding Customer Experience Design What is CX design, you ask?

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

Beyond Philosophy

AUGUST 14, 2019

I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do. You want your experience to be friction-less or easy.

Customer Experience 132

Customer Experience Fashion Customers Books 132

Beyond Philosophy

JULY 19, 2018

Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In the 80s, two professors, William Samuelson and Richard Zeckhauser wrote an article for the Journal of Risk and Uncertainty called, “ Status Quo Bias in Decision Making.” Samuelson, Zeckhauser, 1988).

2008 199

2008 2018 2017 2014 199

Beyond Philosophy

NOVEMBER 18, 2021

However, it also reveals a powerful tool in your customer strategy: Scarcity. When you think about Scarcity for the everyday consumer, there are two primary ways we experience it. One is objective Scarcity, where you’re running out of something that you need. Dr. Goldsmith is an interesting person.

Consumers 89

Consumers Books 2020 Reference 89

Beyond Philosophy

AUGUST 5, 2021

It might seem obvious on the surface, but once you dig a little deeper, the lines begin to blur. For example, at Beyond Philosophy , a B2B company, we help organizations improve their Customer Experience, which is a service. For example, if what you sell is tangible, then it is a product, and if it is intangible, then it is a service.

Reference 78

Reference B2B Consulting Information 78

Beyond Philosophy

MAY 23, 2019

I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. We don’t like it when things aren’t easy in a Customer Experience. We discussed friction’s effect on Customer Experience in a recent podcast.

Books 79

Books Transportation Retail Consulting 79

Beyond Philosophy

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. Also, I wondered if I had made a terrible mistake leaving my highly compensated job at British Telecom to launch this endeavor.

2010 78

2010 2002 2021 2019 78

Natalie Petouhof

AUGUST 15, 2022

As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer others. A new approach. Change management is the key.

Leadership 52

Leadership Books Workshop Banking 52

Win the Customer

JANUARY 19, 2016

Gartner research shows that by 2018, 70 percent of business-to-business ecommerce sites will offer customers personalized features, and sites effectively using personalization will outsell competitors by 30 percent. Eighty percent of your future profits will come from 20 percent of your customers, Gartner says.

Customer Retention 81

Customer Retention Return on Investment 2018 Customer Satisfaction 81

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Customer service is still a relatively new department and career path. The Need for a CX Change Coalition.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

ProProfs Chat

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. That’s the true essence of customer service experience. Theodore Roosevelt.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Russel Lolacher

JUNE 19, 2022

A few reasons she is awesome – She is the president of Liz Kislik Associates LLC for 3 and a half decades – offering management consulting, executive coaching and other services to help organizations grow (including American Express, Girls Scouts and Staples). Workplace Wisdom Blog. PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Consulting Leadership Management 98

Natalie Petouhof

SEPTEMBER 12, 2017

Tweet Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know software can be an amazing invention. Reducing attrition of talent you want to keep to make sure you are able to produce the best possible business results.

Competitive Advantage 56

Competitive Advantage Innovation Culture Technology 56

ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind? And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers.

Customer Success 75

Customer Success Roadmap Metrics User Experience 75

Comm100

NOVEMBER 27, 2017

The Psychology of the Apology. As psychologist and author of Why Won’t You Apologize Dr. Harriet Lerner says: “Humans are hard-wired for defensiveness. Offering an apology is an admission of guilt that leaves people feeling vulnerable – or brands potentially liable. From Papa John’s NFL apology to Louis C.K.’s But why is that?

Social Media 116

Social Media Brands Advertising Transportation 116

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too.

Airlines 152

Airlines Sports Books Consulting 152

Comm100

DECEMBER 8, 2017

In fact, if you’re going to run a successful, customer-centric business, it is important that you express gratitude towards your customers regularly. Here are important tips for writing a thank you letter to your customer, complete with sample thank you letters to help you show your customer how much you appreciate them.

Social Media 50

Social Media Return on Investment White Paper Customers 50

Comm100

AUGUST 11, 2016

There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. The following list will provide you with 20 skills that customer service operators need to strengthen support across channels. “If you have more than three priorities, then you have none.”

Customer Service 43

Customer Service Multi-Channel E-support Download 43

Beyond Philosophy

SEPTEMBER 2, 2019

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly.

Loyalty 141

Loyalty Banking Loyalty Programs Net Promoter Score 141

Beyond Philosophy

MARCH 24, 2022

You have probably heard the term “Influencer” applied to social media stars with significant followings. Understanding the science behind how influence works psychologically might help you be successful at it. Understanding the science behind how influence works psychologically might help you be successful at it.

Social Media 15

Social Media Fashion Hotels 2002 15

Avaya

NOVEMBER 16, 2016

This means that an air conditioner can be used to steal customer numbers or medical records. As a further example, ACLs on VLANs do not help once you are at the routing layer. Number two on the list was to segment networks and data. His reason for stating this is two-fold.

Blog 64

Blog Presentation Connections Customers 64

Beyond Philosophy

JULY 20, 2021

I hope that these books will make the same impact on you that they did on me. While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. Joseph Pine and James H.

Books 148

Books Consulting 2002 Entertainment 148

Grade.us

NOVEMBER 6, 2018

Do you know how to get attention? How easy is it to identify the agency that's right for you? Your clients need the expertise you already have to evaluate a review management provider. But those who already have this expertise realize they don't need you. Where you advertise and the channels you use.

Advertising 36

Advertising Management Brands Presentation 36

ChurnZero

NOVEMBER 2, 2018

Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. You can think of it as a numerical value that indicates how loyal your customers are. Passives – these are customers that select either 7 or 8.

NPS 95

NPS Net Promoter Score Customer Journey Mapping Metrics 95

Lithium

SEPTEMBER 9, 2022

Check out this audio version of our blog, also found on your favorite podcast platform! Losing and hiring frontline customer care agents can cost more than a few lost customers Can you afford to lose more? This article goes on to explain that people quitting in mass shines a light on two potential key factors.

Contact Center 52

Contact Center NPS Customer Care Leadership 52

Beyond Philosophy

FEBRUARY 3, 2015

There is an intersection between customer experience with a product or service, internal reaction to that experience, informal peer-to-peer communication about the experience, and downstream customer decision-making. It occurs in the personal emotional and subconscious distillation of that experience in forming the customer’s behavior.

Consumers 153

Consumers Retail Government Touchpoint 153

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Three Reasons Customer Experience Must be Top-of-Mind. Three Reasons Customer Experience Must be Top-of-Mind. Tracking of Customer Experience Metrics Now Required.

NPS 60

NPS Metrics Customer Experience Net Promoter Score 60