Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. Since 2002, I have worked with all types of industries. Well, I will tell you.

Consulting 419

Consulting Consulting Customer Experience Call Center 419

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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outsourcing Customer Experience Journey mapping Call Center 418

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. For example, often, the call center environment has a measure called “Average Call-Handling Time.” In our Global Customer Experience Consultancy, we were doing some work with an airline.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

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). The post The 5 Rules of Measuring and Managing Customer Emotions appeared first on CX Consulting.

Customer emotions 435

Customer emotions Journey mapping Management Customer advocacy 435

Customer Relationship Metrics

MAY 8, 2017

Most research projects in call centers use a 5-point scale and often times it’s normalized using a transformation table for comparative purposes. Surveys with more response alternatives are more reliable than those with fewer responses (Scherpenzeel, 2002; Alwin and Krosnick, 1991). References. Alwin, D.F. Rodgers W.L.,

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. s portfolio of training, consulting and certification services has been transformed for virtual delivery.

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Consulting Consulting Best practices Call Center 40

Taylor Reach Group

MARCH 6, 2020

Between November 2002 and July 2003, an outbreak of SARS in southern China caused an eventual 8,098 cases, resulting in 774 deaths reported in 17 countries.”[ To find out more about how Taylor Reach can help your company with pandemic planning, CLICK HERE to schedule a free consultation.

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Contact Center outsourcing Coaching Consulting 131