Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer centricity 244

Customer centricity Construction Marketing Enterprise 244

ShepHyken

OCTOBER 5, 2021

Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. Top Takeaways: The lack of information on a specific customer or product is the key problem for most businesses in every industry.

Big data 216

Big data Enterprise Technology Customer Service 216

Beyond Philosophy

MARCH 4, 2019

As global Customer Experience consultants, the challenge for us has always been capturing authentic customer emotions. We’ve been measuring emotions since 2005 with surveys. Micro Expressions Have Macro Changes in Store for Customer Experience. Why Customers Make Strange Decisions.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

ShepHyken

MAY 15, 2023

Ask what the biggest friction points in your customers’ experiences are. Jesse Cole’s latest book, Bannana Ball: The Unbelievably True Story of the Savannah Bannanas , just came out May 18, 2005. Quotes: “Imagine what the best possible customer experience is and do that. Then, do the opposite.

Entertainment 156

Entertainment Customer Service Customer Experience 156

CSM Magazine

NOVEMBER 19, 2021

With customer service, this is no different. Customers want to get help fast, and if your company fails to provide it, you risk losing their business. It’s the way of the world, and companies must adapt accordingly by investing in technology to help their customer service teams be proactive, not reactive.

Customer Service 98

Customer Service Enterprise Big data Technology 98

CSM Magazine

DECEMBER 19, 2024

Prosper, a financial services company, has selected NICE to support its customer experience transformation efforts. By tapping into NICE’s AI capabilities, Prosper aims to boost customer satisfaction, enhance agent performance, and improve overall business operations.

Customer Experience 52

Customer Experience Personalization Management Customer Service 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?

Technology 221

Technology Marketing Self service Consulting 221

AWS Machine Learning

JANUARY 31, 2024

Since 2005, we’ve helped thousands of organizations worldwide reimagine how they develop applications with our platform’s cutting-edge capabilities. For Mendix, integrating the cutting-edge generative AI capabilities of Amazon Bedrock has been a game changer in redefining our customer experience landscape.

Customer Experience 114

Customer Experience Enterprise APIs Technology 114

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Train your employees to handle unhappy customers–and to win them back when things go wrong.

Customer Experience 264

Customer Experience Customer Service Consulting Consulting 264

Win the Customer

DECEMBER 15, 2015

Organizations that continually excel in their customer experience and service delivery average increased growth of 4-8% in revenue over competitors in their industry. Are You Experienced Enough in Customer Experience? Higher than average customer loyalty. Category-leading brand. Substantial profitability.

Customer Experience 64

Customer Experience Customer advocacy Consulting Consulting 64

Aspect

MARCH 16, 2021

focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences. ? . Aspect’s channel partner program is designed to provide greater customer engagement through identifying the best and brightest channel partners to deploy Aspect’s solutions portfolio for both premise and cloud.?

Consulting 118

Consulting Consulting Contact Center Marketing 118

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Customer service diminishes. InsO International changed the call center and customer service arena by pioneering the world’s first hybrid call center solution. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. Can you relate?

Contact Center 105

Contact Center Personalization Coaching Customer Service 105

CSM Magazine

SEPTEMBER 26, 2024

The prestigious accreditation was awarded during the Airports Council International (ACI) Customer Experience Global Summit held in Atlanta, Georgia, where the airport operator made the announcement.

Customer Experience 52

Customer Experience Technology Customer Service Management 52

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

Enghouse Interactive

JULY 23, 2021

The Peak-End rule states that people remember an experience’s strongest emotion (the Peak) and its concluding emotion (the End). When applying these concepts to a customer experience organisations should understand how to positively define, engineer, and manage the memory of their customers. Satmetrix Systems, Inc.,

Customer emotions 98

Customer emotions Management Consulting Consulting 98

Kayako

OCTOBER 29, 2015

In this post, I’ll walk you through the recent history of customer service, showing you why some companies have chosen to outsource their support teams, (not to be confused with offshoring which is when the work is done overseas but still remains part of the business), and others prefer to keep them in house.

outsourcing 114

outsourcing Customer Support Feedback Surveys 114

Aspect

APRIL 24, 2018

Remarkably, they discovered that all the net employment growth in the United States between 2005 and 2015 could be attributed to alternative forms of employment. Three key factors driving this trend are: Healthy economy which makes it easier for specialists to find suitable “gigs”.

Contact Center 82

Contact Center outsourcing Self service Service level 82

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? Similarly, if someone loves your customer service personnel, the positive sentiment is stronger than if they just feel it’s good.

Analytics 114

Analytics Feedback Metrics Customer Experience 114

ProProfs Blog

DECEMBER 23, 2019

Are you just hearing or actively listening to what your customers are saying? Customer experience metrics have penetrated most organizations. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Enterprise 97

Enterprise Construction Customer centricity Customer Service 97

Toister Performance Solutions

APRIL 12, 2018

There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. This comes from this 2005 report from Bain, so it's a little out of date. Just 30 percent of customers agree. That's still a pretty big disconnect.

Customer centricity 48

Customer centricity Technical Support Surveys Consulting 48

Outsource Consultants

JANUARY 19, 2023

Whenever domestic and nearshore options become too expensive, offshore providers with exceptional customer service are the obvious choice. Jumping from 7 public universities in 2005 to 30 in 2021 , the country now offers a wider range of training and education options for potential call center agents.

outsourcing 67

outsourcing Government Call Center Telecommunications 67

Acquire BPO

AUGUST 26, 2024

When asked how likely they’d consider a different brand after a frustrating experience with an AI chatbot, 70% of consumers said they’d take their business elsewhere after just one bad experience. Pollfish surveyed the experiences of 600 U.S. Pollfish surveyed the experiences of 600 U.S. Consumers are 2.5X

Business Process Outsourcing 52

Business Process Outsourcing Chatbots Transportation outsourcing 52

Acquire BPO

AUGUST 26, 2024

When asked how likely they’d consider a different brand after a frustrating experience with an AI chatbot, 70% of consumers said they’d take their business elsewhere after just one bad experience. Pollfish surveyed the experiences of 600 U.S. more positive about their experience chatting with humans versus AI-powered bots.

Surveys 52

Surveys Business Process Outsourcing Chatbots Transportation 52

CSM Magazine

MARCH 16, 2022

A leading provider of mechanical and electrical building services says a new job management system is helping it to win more business. Founded in 2005, Quora Group works nationwide with a range of clients across the public and private sector. Part of that growth has been down to BigChange,” added Craig.

Finance 52

Finance Engineering CRM Healthcare 52

Comm100

FEBRUARY 12, 2021

We understand just how difficult customer service and support can be. Customer enquiries soared as panicked customers bombarded teams with questions, many of which had never even been asked before. Versiti , Customer Service Chat Team. Jennifer encapsulates so many aspects of a customer service champion.

Wait times 52

Wait times Customer Service Consulting Consulting 52

Comm100

FEBRUARY 13, 2018

Let’s explore the reasons why customer delight doesn’t always ensure customer loyalty, and what strategies you can use instead. The way a company perceives itself and its initiatives are usually worlds apart from the views of their customers. In 2005, Bain & Company surveyed 362 firms. Download Now.

Multichannel 53

Multichannel Benchmark Journey mapping Call Center 53

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose.

Contact Center 48

Contact Center Average Handle Time Consulting Consulting 48

Talkdesk

MAY 7, 2015

What’s more, the number of workers telecommuting several days a week has increased by almost 80 percent between 2005 and 2012, according to Global Workplace Analytics. As our business world becomes increasingly virtual, customer service teams must leverage solutions to help them adapt to this new shift. In fact, in 2015, 1.3

Call Center 40

Call Center Interactive Voice Response call center software Analytics 40

LiveChat

APRIL 3, 2017

Build what your customers are telling you they want. When Amazon launched Prime in 2005, it was an unproven concept that many thought would end in failure. To his surprise, the customer service representative had a new one shipped later that day—completely free of charge—and it arrived just in time for Christmas.

Marketing 51

Marketing Metrics Technology Customer Experience 51

CX Journey

JANUARY 2, 2019

As I always say, "Quite simply, without employees, you have no customer experience." And if your employees aren't having a great experience, neither will your customers. This is an ongoing conversation: What does customer experience transformation success look like? I outlined how each contributes.

Employee engagement 37

Employee engagement Metrics Customer Experience Customer Service 37

CSM Magazine

APRIL 25, 2022

In particular, they look for companies that communicate clearly and that they can build a trusting relationship with as part of the customer experience. What are the best ways to protect customer data from cyber attacks? There are many steps you can take to keep your customer data safe and build trust with them.

Personalization 52

Personalization Technology Management Marketing 52

Contact Center Geek

AUGUST 7, 2014

Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ? As a customer of Comcast myself, I gasped at the story recently about Ryan Block, the AOL executive that tried to cancel his Comcast service.

Government 48

Government Average Handle Time Call Center Metrics 48

Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. There are three distinct approaches for a customer experience management program.

Metrics 52

Metrics First call resolution Feedback Customer Experience 52

Ann Michaels and Associates

JULY 18, 2019

Toys R Us closed for good in the United States and was forced to liquidate because it was unable to sustain its debt load after a leveraged buyout in 2005. This store obviously cared about presentation, reputation, and customer experience. You better believe it. 2018 was a rough year for several retailers…proving that fact.

Sales 45

Sales Surveys Customer Experience Marketing 45

Netomi

SEPTEMBER 30, 2021

According to data from Google Trends , interest in “conversational AI” was practically non-existent from 2005 through 2017. One of the most popular and successful implementations is conversational AI for customer service and customer experience, a $600B industry with a lot of repetitive knowledge work.

Scripts 52

Scripts Chatbots Entertainment Average Handle Time 52