Beyond Philosophy

AUGUST 18, 2022

While all of those things can be true, and people that way are likely to be introverted, it is not necessarily the case for all introverts. One way to think of the two personalities is how they get their power. Cain says people think about leaders and people who change the world as extroverts, and many of them are.

Reference 147

Reference Measurement Leadership Books 147

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis.

Social Media 83

Social Media Feedback Banking Automotive 83

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Volume – rapidly address the most common issues that drive most inbound customer contacts.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

BlueOcean

JUNE 22, 2022

When it came to the contact center RFP, companies consistently required bidders to “Describe your telephony platform” and those with best-in-class products had a definite edge. How do you ensure resiliency and business continuity? In the wake of the pandemic, business continuity is still top of mind for many companies.

Contact Center 156

Contact Center Technology Tourism 2014 156

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. Are we winning at customer experience?”

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

Magellan Solutions

MAY 6, 2024

As a business owner, you’re always looking for ways to streamline your operations and get more done with fewer resources. Did you know that 24% of small businesses outsource to improve efficiency ? You’re probably curious about the different types of outsourcing that can benefit your company.

2011 97

2011 Telecommunications 2012 Return on Investment 97

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. However, customer loyalty necessitates thinking long term.

Loyalty 172

Loyalty Airlines Banking 2007 172

Beyond Philosophy

JULY 2, 2020

We have had massive changes occur. When we hosted Rory Sutherland on the podcast a couple of weeks ago, he made the point that businesses have prioritized efficiency over resilience. Whether these are new ideas or plans they had to make changes later, they make the most of the opportunity this post-pandemic environment presents.

Customer Experience 195

Customer Experience Airlines 2020 Presentation 195

Playvox

JANUARY 30, 2024

Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. Gamification is a strategy that drives motivation and engagement and creates a culture where employees continuously work to achieve the organization’s business objectives and, in turn, get rewarded and recognized.

Contact Center 79

Contact Center Feedback Culture Engagement 79

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. Why Workforce Engagement Matters to Business?

Engagement 73

Engagement Contact Center Culture Metrics 73

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services.

Social Media 98

Social Media Feedback Insights Brands 98

Beyond Philosophy

JANUARY 11, 2024

Today, let’s look at seven ways you can change habits to improve your return on investment. Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? Here are seven ways. I buy everything on Amazon. But not impossible.

Return on Investment 88

Return on Investment Insurance Hotels Customers 88

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. AI can help businesses engage customers, automate operations, and improve employee efficiency. We’ve had some great conversations on the evolution of AI.

Document 109

Document Brands Technology Consumers 109

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again.

Customer Experience 117

Customer Experience Customer Journey Mapping Net Promoter Score Customer Journey 117

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

BirdEye

APRIL 4, 2023

Does financial planning and budgeting for your business seem daunting? Many local businesses have difficulty creating and managing budgets, so setting yourself up for success is essential. Financial control and planning play a significant role in business success, and are closely linked. Why is a business budget important?

Financial 98

Financial Events Sales Insurance 98

ShepHyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. It’s Time to Change How We Build Companies & Brands by Chris Malone. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare.

2022 71

2022 Article Customer Service Loyalty 71

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically.

2021 82

2021 Article Customer Service Customer Retention 82

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.” Personalization is more important than ever.

Article 71

Article 2022 Customer Service Hospitality 71

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Effort Score 182

Effort Score Net Promoter Score Government Document 182

Gainsight

JANUARY 18, 2024

The cost of starting a business is lower than ever, products are commoditized, and markets are saturated, which means achieving true differentiation is tough. So, how can you differentiate your company in this environment? Focus on customer experience. Organizations have turned to customer experience to stand out.

2023 52

2023 Touchpoint 2010 Advertising 52

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

2010 88

2010 Customer Satisfaction Competitive Advantage 2002 88

Playvox

NOVEMBER 30, 2022

Today, hiring and business are dynamic, and nearly everything around us is in a constant state of flux. Contact center leaders I speak with around the country tell me there is constant change related to attrition, hiring timelines, training requirements, and onboarding. Why Overhaul Capacity Planning Now?

Contact Center 82

Contact Center Management Metrics Insights 82

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. It’s the same in business. CMSWire) Valentine’s Day is approaching.

2021 99

2021 Article Customer Service B2B 99

Beyond Philosophy

FEBRUARY 6, 2020

In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth. Therefore, not paying attention to this detail can be disastrous for your business.

Marketing 162

Marketing Customer Experience Professionals Presentation 2020 162

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. While expectations were high for CX initiatives, business outcomes failed to deliver the bottom line results expected by C- suite executives.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

Gainsight

MARCH 4, 2024

Data is the objective pillar that drives every successful business. It is actually not difficult to demonstrate since modern training software (like Gainsight Customer Education ) incorporates tracking and reporting functions that go right to the heart of ROI metrics.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

Beyond Philosophy

MAY 2, 2024

Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. It’s rare for people to change allegiances to sports franchises once they’re held, even if you move to another place that has a different sports team. Many people think that customers who buy over and over are loyal.

Loyalty 78

Loyalty Sports Travel Financial 78

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Sure, it happens, I thought.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 103

ROI Customer Experience NPS Financial 103

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Why would customers stay loyal to brands that are slow or can’t offer help?

Article 129

Article 2021 Customer Service Retail 129

Beyond Philosophy

DECEMBER 6, 2018

I decided that for people working in Customer Experience, we needed a way to stay on message, too. I decided that for people working in Customer Experience, we needed a way to stay on message, too. Measuring your results is vital to your success in Customer Experience. It isn’t surprising, really.

ROI 164

ROI Customer Experience 2008 Customers 164

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking 2023 Customer Experience Financial 94

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

BirdEye

DECEMBER 16, 2022

It’s no secret that customer reviews have become an essential part of running a successful business. In particular, there is great importance to Google reviews because they can have a direct impact on local businesses success. Let’s take a closer look at why Google reviews are so important to local businesses.

Multi-Channel 98

Multi-Channel Download Insights Hotels 98