Beyond Philosophy
DECEMBER 11, 2020
I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. Be specific.
Beyond Philosophy
JULY 13, 2021
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. For example, if you outsource the call center, the experience there should be as good as your company-owned call center.
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Beyond Philosophy
DECEMBER 6, 2019
When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. What measurement is in place? In other words, when you talk about measurement, are you instead talking about productivity? I wondered how I did that. Cost-cutting is a reality of running a business.
COPC
MARCH 24, 2020
In light of current events surrounding COVID-19, many in the business community are taking drastic measures to ensure continuity and quality of services in the face of unprecedented restrictions. Measuring and managing the customer experience. began by helping call centers improve their performance.
Magellan Solutions
JULY 15, 2021
On top of that, instead of pushing for immediate sales, the call center company changed the objective into information-based cold calling. . The call center provider studies which local area they strive more against local competitors. Then, the call center provider started profiling their potential B2B consumers.
SurveySensum
JULY 17, 2023
Measure your Employee’s Satisfaction with SurveySensum – Request a Demo 9. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. Keep Up With the Changing Customer Expectations Do you know the Netflix of today looks a lot different than the Netflix of 1997 when it was founded?
SurveySensum
JULY 17, 2023
Measure your Employee’s Satisfaction with SurveySensum – Request a Demo 9. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. Keep Up With the Changing Customer Expectations Do you know the Netflix of today looks a lot different than the Netflix of 1997 when it was founded?
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