BlueOcean

NOVEMBER 29, 2023

They’re also better positioned to empathetically connect with the customer, responding more successfully to subtle emotional cues as they work toward resolution. And when customers express their gratitude for this level of service, agents can feel good about the impact they’re making. Book an appointment here.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Michelli write a blog post about his book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. ” Charlie “Tremendous” Jones.

Books 148

Books Leadership Hospitality Consulting 148

ShepHyken

JANUARY 10, 2017

Customer Experience Design. Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think about the entire customer experience.

Customer Experience Design 91

Customer Experience Design Books Customer Journey Customer Experience 91

Storyminers

JANUARY 21, 2015

James Patterson has written lots of books. He’s known for thrilling readers with his engaging style. With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, highly engaging experiences for passionate fans. Two in fact.

Books 40

Books Engagement Consumers Social Media 40

Beyond Philosophy

OCTOBER 2, 2017

Embracing the all-encompassing nature of Customers’ irrationality. Realizing the only way to build Customer loyalty is through Customer memories. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer Experience Professionals 229

Customer Experience Professionals Customer Experience Rewards Programs Loyalty 229

GetFeedback

JULY 19, 2019

According to McKinsey, including your employees in customer experience design can boost their engagement by up to 20%, which boosts customer satisfaction rates. Your VoC data is most effective when it includes all customer sentiments, including overt responses, and non-overt mentions.

Social Media 262

Social Media Feedback Webinar Books 262

Storyminers

JANUARY 22, 2015

I contributed an article about Intelligent Experiences: Where CX Meets … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Employee Experience Experience Design Strategy books business strategy customer experience employee experience white papers'

2015 65

2015 White Paper Customer Experience Customer Experience Design 65

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. The Consequence of Choice. They don’t.

CEM 121

CEM 2004 Books Retail 121

Beyond Philosophy

NOVEMBER 24, 2014

This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Beyond Philosophy

JUNE 25, 2021

For example, in the UK, loads of people are trying to get into the dentist, but can’t get an appointment because the National Health Service (NHS) is fully booked. In Florida, elective surgeries, like knee replacements and the equivalent, are booking three months out or more. These circumstances create opportunities. www.nytimes.com.

Insights 153

Insights Customer Experience 2021 Books 153

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

OCTOBER 25, 2018

Our clients will also talk about putting customers first, but when push comes to shove, and we start to talk about customer-centricity, we discover that they don’t really. Customer-centricity Is Easy to Say and Hard to Do. These critical aspects are how the customer feels during the experience.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Beyond Philosophy

OCTOBER 14, 2014

Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords. Listen to your customers and engage with them. Superior Customer Experiences require a two-way dialogue with your Customers. Customer Experiences are a catalyst for Customer trust and loyalty.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

transcosmos Information Systems

FEBRUARY 20, 2017

From topics like working with an outsourced customer support to the latest trends and sought-after practices in the industry, here are 13 more customer service blogs you need to bookmark now! The Groove HQ blog is a goldmine for customer service reads that are useful and engaging. Adrian Swinscoe. Jackie Huba. 1to1 Media.

Blog 98

Blog Customer Service E Commerce E-support 98

Beyond Philosophy

JULY 16, 2020

Chen and the research team would have people experience something or go somewhere, then, after their return, ask them which felt longer, going there or coming back. We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives. Customer loyalty is a function of memory.

Events 194

Events Books Consulting Feedback 194

Beyond Philosophy

OCTOBER 15, 2020

The key, it seems, is in the clues we leave for customers in our Customer Experience design. In Carbone’s Book, Clued In How to Keep Customers Coming Back Again and Again , Carbone emphasizes the significance of clues and signals for our unconscious mental processes.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

Myra Golden

APRIL 3, 2020

Keep remote employees’ skills sharp with our customized, engaging, live virtual training. Book Your Virtual Customer Service Workshop Now! We start with a video conference to learn about your challenges and goals. Plus, we record the training and hand it over to you to use as you wish.

Workshop 59

Workshop Customer Service Books Customers 59

Beyond Philosophy

MARCH 12, 2015

What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Beyond Philosophy

MAY 1, 2017

While organizations are starting to accept that customers buy emotionally, 3.2 Many organizations have not defined the particular feeling that they wish to evoke with their customer experience (a huge mistake), 2.8 Imperative 2: Embrace the all-encompassing nature of customers’ irrationality. out of five. out of five.

Customers 133

Customers Webinar Loyalty Customer Experience 133

Beyond Philosophy

MARCH 4, 2019

From a practical perspective, you can see the effect of your Customer Experience design, the effects of the customer service training you engaged or whatever else you want to measure that relates to how the customer feels. Follow Colin Shaw on Twitter @ColinShaw_CX.

2005 102

2005 Measurement Consulting Technology 102

Beyond Philosophy

OCTOBER 14, 2014

Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords. Listen to your customers and engage with them. Superior Customer Experiences require a two-way dialogue with your Customers. Customer Experiences are a catalyst for Customer trust and loyalty.

CEM 131

CEM Loyalty Blog Books 131

Michelli Experience

APRIL 20, 2016

While marketers like to call attention to aspects of a brand that they want to cement as PODS in the minds of prospects and customers, experience designers like me and business leaders like you should be thinking about DELIVERING PODS – behaving in ways that are relevant, different and valued by your customers.

Customer Experience Design 53

Customer Experience Design Brands Reference Books 53

Customer Bliss

JUNE 28, 2016

M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses. I actually have done case studies on Lesley’s Zipcar success in my books ; here’s a summary. About Lesley.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

Beyond Philosophy

FEBRUARY 17, 2015

Given that this means when you are designing an emotionally engaging experience for your Customers, you could consider to have a male and a female version of it, if that is appropriate. When you think about it, this already happens in experiences today. Should there be gender specific Customer Experience designs?

CEM 167

CEM Magazine Blog Leadership 167

Beyond Philosophy

FEBRUARY 10, 2015

Body language is an important part of these white coat moments, particularly for your Customer Experience. Little things from eye contact to posture can convey signals to the Customer. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Reference 135

Reference Books Blog Leadership 135

Experience Investigators by 360Connext

JULY 28, 2020

This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies. After 30+ years, it would have been easy for them to stay the course, using one of the oldest objections to new CX initiatives in the book: “It’s always been done this way.” Start with your company’s goals.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Beyond Philosophy

OCTOBER 18, 2019

Professor Daniel Kahneman came up with the two systems and wrote a book about them called Thinking Fast and Slow. However, in his book, he calls them System 1 and System 2. We renamed them the Intuitive System and the Rational System for our book, The Intuitive Customer. . The two serve as two decision-making systems.

Airlines 90

Airlines Books Travel Consulting 90

Beyond Philosophy

MARCH 25, 2019

Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making. Moreover, and perhaps most importantly, we will address what you can do about customer irrationality in your Customer Experience design. Quite the opposite.

B2B 133

B2B B2C Customer Experience Design Customers 133

CX Journey

MARCH 15, 2016

Last year, I wrote about moments of truth , defining them as: that make or break moment in the customer journey, that moment when, if all goes well, the customer will continue the journey and complete the task or interaction; he will do (or continue to do) business with you. In it, he devotes a chapter to moments of truth.

2006 40

2006 Reference Customer Experience Design Books 40

Beyond Philosophy

MAY 31, 2019

Nobel-Prize Winning Economist and Professor Daniel Kahneman along with Barbara Frederickson theorized that what people remember most about an experience is the moment when they felt the most intense emotion and how they felt at the end. Colin is an international author of six bestselling books and an engaging keynote speaker.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

Wootric

FEBRUARY 14, 2019

She has experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience – so that, together, they can design a better experience for all constituents. Colin Shaw. Melinda Gonzalez. Sarang Bhatt.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Beyond Philosophy

AUGUST 4, 2015

What they discovered in their Customer Experience Improvement journey was that selling was important, but making sure the Customer felt good about the sale was just as important, if not more important. Colin is an international author of four bestselling books and an engaging keynote speaker.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

Beyond Philosophy

OCTOBER 14, 2014

Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords. Listen to your customers and engage with them. Superior Customer Experiences require a two-way dialogue with your Customers. Customer Experiences are a catalyst for Customer trust and loyalty.

Loyalty 90

Loyalty Blog Books Customers 90

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Presentation 162

Presentation Customers Consulting Insights 162

Beyond Philosophy

MARCH 23, 2016

The CCO would: Oversee the overall Customer Experience. Maintain authority and responsibility for customer measures. Define the customer strategy. Manage the Customer Experience design. Work with silos to demonstrate how their function is one part of the overall Customer Experience.

Chief Customer Officer 113

Chief Customer Officer Call Center Leadership Consulting 113

Strativity

JANUARY 18, 2018

He is the author of Customer Experience Management Rebooted, 2017. Academy and Principal consultant of Bentley Williams Consulting, Williams is the author of two books, “Wow!” and is highly sought after for his insights and influence into quality customer experiences. Joins as Managing Director, Asia.

Culture 40

Culture Marketing Consulting 2017 40