Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

BirdEye

MAY 30, 2023

Microsoft’s State of Global Customer Service Report showed that 77% of customers view brands more favorably if they seek out and apply customer feedback. In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback.

2023 98

2023 Feedback Net Promoter Score Social Media 98

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

OCTOBER 21, 2014

To reach this Natural state however, you have to look at your whole process, all the parts of the experience, and most importantly where you are going to make changes that transform the status quo. What Your People Need to be More Customer Focused. Define your desired Employee experience. Hiring Customer-Ready Employees.

Social Media 92

Social Media Customer Centricity Books Culture 92

Beyond Philosophy

SEPTEMBER 5, 2014

Here are 4 Mistakes Not to Make with Your Employees Today: Mistake # 1: Trying to look like you have all the answers. Like any relationship, the one with your employees is based mutual trust and loyalty. So managers think that to get their employees respect them they have to have all the answers.

Net Promoter Score 79

Net Promoter Score Books Social Media Loyalty 79

Beyond Philosophy

OCTOBER 21, 2014

To reach this Natural state however, you have to look at your whole process, all the parts of the experience, and most importantly where you are going to make changes that transform the status quo. What Your People Need to be More Customer Focused. Define your desired Employee experience. Hiring Customer-Ready Employees.

Social Media 68

Social Media Customer Centricity Books Culture 68

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. He specializes in customer experience strategies, customer service engagement, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Michel Falcon Experience

OCTOBER 23, 2014

I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization. As I say in many of my keynote speeches, the primary reason I devoted my career to customer experience management is because it earns greater profits and revenue. Consider me a capitalist.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

Beyond Philosophy

SEPTEMBER 5, 2014

Here are 4 Mistakes Not to Make with Your Employees Today: Mistake # 1: Trying to look like you have all the answers. Like any relationship, the one with your employees is based mutual trust and loyalty. So managers think that to get their employees respect them they have to have all the answers.

Net Promoter Score 60

Net Promoter Score Books Social Media Loyalty 60

SurveySparrow

JUNE 20, 2023

It’s the magic element that can turn a one-time customer into an avid advocate of the brand. But what precisely is customer service experience, and why does it matter? What is Customer Service Experience? Employee welfare has a major impact on business success. Eager to use?

Customer Service 52

Customer Service Exceptional Customer Service E Commerce Airlines 52

Beyond Philosophy

OCTOBER 24, 2014

If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$. ROI on Customer Service–New Research from the Economist Intelligence Unit. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

ROI 74

ROI Net Promoter Score CEM 2014 74

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

BirdEye

MAY 19, 2023

Today’s companies are making great use of customer data science and earning twice as much. Feedback loops are the key to collecting customer data and transforming it into actionable insights. You can use feedback loops to gain insight into your customers’ pain points and emerging trends.

Feedback 52

Feedback Net Promoter Score 2004 Social Media 52

inmoment

JUNE 17, 2019

Reliable, committed relationships with staff make an impact, influencing customers’ purchasing decisions and increasing satisfaction more than any other factor. Companies often address CX and employee experience (EX) separately, but these findings reveal they are closely connected. Definition of Loyalty Diverges.

2019 53

2019 Customer Experience White Paper Definition 53

Feedbackly

SEPTEMBER 26, 2018

Customer feedback is how you will benchmark your customer satisfaction and be confident making business decisions to rectify shortcomings. We’ve already created a blog post to help you pick the best CX tool to collect Feedback. The ROI of Good Customer Experience. Customer Loyalty and Lifetime Value.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

SurveySensum

OCTOBER 17, 2023

And for this, they are required to understand the importance of gathering and analyzing customer feedback. This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction.

Feedback 52

Feedback Management NPS Customer Satisfaction 52

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Ian Williams

MARCH 19, 2020

Competition is tough at the best of times, but right now, when all businesses and consumers are suffering, organisations need to be asking themselves if there is anything that they can do, over and above their competitors, to either guarantee the loyalty and/ or spend of customers.

Customer Experience 52

Customer Experience Airlines Consumers Retail 52

Qualtrics

MARCH 19, 2020

As you think about making changes to your XM efforts (including Customer Experience, Employee Experience, Product Experience, and Brand Experience), here are some principles to keep in mind: Show humanity. Should we stop surveying my customers all together?

Airlines 56

Airlines Metrics Healthcare Feedback 56

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

BirdEye

MARCH 10, 2022

In such an environment, the businesses that win are those who deliver superior customer experiences from the very first touchpoint. In this blog, we’ll cover the questions that every company has about customer experience. Table of contents Chapter 1 The importance of customer experience What is customer experience?

Customer Experience 98

Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98

Lumoa

APRIL 24, 2018

Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. blog linkedin twitter Why? "I Companies need to employ multiple sources of information to tell the story of customers lives. Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

BirdEye

DECEMBER 22, 2023

It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth. In this blog, we’ll cover what to look for in a small business phone system, which phone systems are the best for small businesses, and more. Ready to give it a try?

Communication 109

Communication Demo Call Recording Connections 109

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

BirdEye

APRIL 12, 2023

CRM software helps drive sales growth by helping the business manage customer relationships, build customer loyalty, and enhance the overall brand image. In this blog post, we’ll dive into the benefits of CRM software and provide real-life CRM examples to help you find the perfect solution for your business.

Customer Relationship Management 52

Customer Relationship Management Customer Relationships Social Media Sales 52

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySparrow

OCTOBER 12, 2020

There’s no doubt, Airtable is a simple, easy, and popular project management tool. Still, recently a lot of users are complaining about Airtable (we’ve covered the reasons in the later parts of our blog, stick to the end to know more). SurveySparrow’s Customer Experience Management.

CEM 52

CEM Net Promoter Score NPS Customer Relationship Management 52

PeopleMetrics

JANUARY 28, 2021

But it's 20 years and so much has changed in both the world and the customer experience employee experience industry since 2001, so we thought we'd sprinkle in some kind of nostalgic pictures of PeopleMetrics with some of the great people that have been at the company. Kirk: 2012, yeah. And then what has it evolved into?

2001 62

2001 2012 Feedback Books 62

SmartKarrot

JANUARY 15, 2021

It has the capability to shift customer’s perception from merely a benefit-based relationship to developing a deeper bond with an organization. And once you achieve that state, the results emanate in the form of customer loyalty, more business and brand advocacy. So, who is responsible for Customer Experience?

Customer Experience 11

Customer Experience Touchpoint 2021 Sales 11

CX University

SEPTEMBER 10, 2021

This article was originally posted on TMSA’s blog. The organization’s July 29 Strategic Interest Group, moderated by Founder and CEO of CX University, Mohamed Latib, PhD featured a mix of insights from research findings and first-hand experiences from participants. The next frontier is employee experience (EX).

Transportation 94

Transportation Net Promoter Score B2C B2B 94

Michel Falcon Experience

MARCH 12, 2019

My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? Are you content with your customer experience? And it was ‘Customer experience management’ And it made sense to me. And guess what?

Culture 12

Culture 2019 Engagement Net Promoter Score 12