Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Leadership 157

Leadership Consulting Presentation Sports 157

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Beyond Philosophy

JUNE 17, 2020

We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Leadership 120

Leadership Consulting Presentation Sports 120

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Social Media 62

Social Media Feedback NPS Insights 62

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journey Mapping 83

Customer Journey Mapping Customer Experience Customer Service Touchpoint 83

Beyond Philosophy

JANUARY 19, 2023

I bring up my mad scribbling habit because our podcast listener, Jason Bradley, wrote in with a pickle asking us, “how do I decode when a customer has mentally decided to buy?” Also, when customers start asking you much more detailed questions, they are turning a corner in the decision-making process.

Fashion 78

Fashion Consulting Customers Travel 78

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior. Give NPS and CSAT some context.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Thematic

DECEMBER 12, 2023

This type of feedback provides a more nuanced understanding of customer experiences and needs. Qualitative feedback is important in understanding customer needs. It provides rich insights into the thoughts, emotions and perceptions of customers. This data is valuable for identifying pain points in the customer journey.

Feedback 62

Feedback Social Media Banking Insights 62

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. How does a company remain committed to providing first-rate customer service in an economic downturn? Here are the main takeaways.

Financial 83

Financial 2023 Metrics Loyalty 83

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first. These needs will change over time.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Why Isn’t Training Enough To Drive Culture Change? Are Disengaged Employees Really A Concern?

Banking 79

Banking Culture Engagement Leadership 79

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. If I can just make it through the next nine hours, maybe something will change" they think.

Customer Experience 182

Customer Experience Wireless Leadership Books 182

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 give things to new customers only. If you do, you are in the minority.

Customer Centricity 175

Customer Centricity Consulting Transportation Sports 175

Feedbackly

JANUARY 13, 2023

Startup brands are always keen on learning how to attract and retain customers. While there’s no one-size fits model to keep customers happy, understanding your customers in and out can certainly help. This is where the customer journey comes in handy. What is customer journey? Why customer journey is important?

Customer Journey 52

Customer Journey Customer Journey Mapping Touchpoint Download 52

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

Airlines 140

Airlines Insurance Books Travel 140

Customer Bliss

DECEMBER 22, 2016

In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Corinium: How would you describe the evolution/progression of the Customer Experience in the last 12 to 18 months? Overcoming these obstacles is by no means an easy feat!

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

SurveySensum

DECEMBER 19, 2023

Brands diving into this modern approach are reaping rewards, with 64% noting a surge in customer engagement linked directly to their digitally promoted signage. So how do you leverage this tool to amplify customer engagement? Digital signage surveys are interactive displays that collect customer feedback in real-time.

Customer Engagement 52

Customer Engagement Engagement Feedback Interaction 52

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. Don’t Be Like the Milkman.

Customer Experience 180

Customer Experience Workshop Travel Consulting 180

SurveySensum

APRIL 16, 2024

From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. The misleading assumptions of a developer or the inability of a product manager to communicate a priority change results in bottlenecks.

Social Media 52

Social Media Demo Feedback Communication 52

Pink Guava

AUGUST 3, 2021

How Empowered Customers can make a difference to your Business In today's digital age, the lines between the physical store and digital experience have vanished. There has been a complete shift as the brick-and-mortar store experience, and multi-digital channels are governed by customer behavior, engagement, and expectations.

Customer Journey Mapping 98

Customer Journey Mapping E Commerce Touchpoint Customer Journey 98

SurveySparrow

JULY 20, 2023

Get this – your customers are talking, whispering, and sometimes even shouting out the secrets to your business’s success. Every interaction, every click, every purchase, they’re leaving a trail of breadcrumbs known as ‘Customer Experience Insights.’ What is Customer Experience Insights?

Insights 52

Insights Customer Experience Social Media Customer Centricity 52

Natalie Petouhof

DECEMBER 3, 2021

Harness the chemistry of customer and employee experiences. Neuromarketing research such as hers shows that our behavior in general — and customer behavior, specifically — is based on how we feel. And then we’ll explore how these experiences correlate to customer behavior, customer lifetime value and business success.

Customer Experience 72

Customer Experience Connections Books Contact Center 72

Customer Bliss

MARCH 8, 2019

How must we examine the complete customer journey to understand the underlying drive of customers? How can we use that customer journey to develop digital products that better meet their needs? He shares tactics that have been helpful as he rebuilds FPX from a customer-first perspective, to be a B2B value-driven engine. .

B2B 137

B2B B2C Customer Journey Technology 137

SurveySparrow

DECEMBER 20, 2023

It is a given that buying experiences are based on how customers feel they are being treated. Net Promoter Score, or NPS, is a pivotal metric that measures customer loyalty and satisfaction. Net Promoter Score, or NPS, is a pivotal metric that measures customer loyalty and satisfaction. So… What is the Net Promoter Score?

Net Promoter Score 52

Net Promoter Score NPS Feedback Loyalty 52

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. So, let’s get started.

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

SurveySparrow

JUNE 14, 2023

Therefore, this includes feedback from supervisors, peers, subordinates, and sometimes even customers. The goal is to provide individuals with a holistic view of their performance, offering valuable insights from multiple perspectives. In essence, this model is all about collecting comprehensive feedback from all angles.

Feedback 52

Feedback Reference Leadership Communication 52

Retently

OCTOBER 1, 2018

Research from Vision Critical shows that the total annual cost of unhappy customers for businesses can go up to $537 trillion. What’s more, it seems that 51% of customers leave a brand because of poor experiences, and 81% of consumers say them switching brands could have been prevented by the business in question.

Customer Journey Mapping 99

Customer Journey Mapping Touchpoint Customer Journey Social Media 99

Beyond Philosophy

AUGUST 25, 2019

There are advantages and disadvantages to each of these relationships from a firm’s perspective. There are advantages and disadvantages to each of these relationships from a firm’s perspective. When you’re selling it to your brother, you recognize that this is one point in a much longer relationship.

Customer Expectations 143

Customer Expectations Interaction Customers Loyalty 143

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Chief Customer Officer Feedback Customers 190

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journey Touchpoint 97

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

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. The customer suffers as well. There is hope for frustrated managers.

Customer Experience 140

Customer Experience Wireless Leadership Books 140

Up Your Service

FEBRUARY 26, 2020

Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. They mean vigilant, unwavering attention to the customer to determine actions and improvements. For others, they are empty catchphrases with little authentic change. To align your business around customers ?

Culture 98

Culture Customer Centricity Customers Innovation 98

Beyond Philosophy

JUNE 8, 2023

we discussed framing and perspective’s importance. Convincing other people in your organization to let you spend money on Customer Experience improvements is essential to leading this effort at your organization. Essentially, you are convincing people to commit resources to change, which is not easy for many organizations.

Return on Investment 78

Return on Investment Presentation Customer Satisfaction ROI 78

SurveySensum

JANUARY 9, 2024

In this digital age of customer shopping behavior, customer experience is not JUST a desirable outcome – it’s CRITICAL to your business’s success. More than 90% of customers are likely to make repeat purchases from companies that provide excellent customer service. CSAT score.

Metrics 52

Metrics Customer Satisfaction Customer Service Representative Culture 52

SurveySparrow

JUNE 21, 2023

In today’s fast-paced and highly competitive business environment, the role of a Customer Experience Consultant, often shortened to CX consultant, is becoming increasingly significant. They strive to ensure every customer-brand interaction is as positive, memorable, and impactful as possible. Please enter a valid Email ID.

Consulting 52

Consulting Metrics Customer Journey Mapping Customer Experience 52

Education Services Group

FEBRUARY 1, 2023

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard. In case you wondered if this daily routine of beleaguered managers will change any time soon, the august management consulting firm, McKinsey, sees no escape.

White Paper 52

White Paper Metrics Customer Success Hotels 52