Beyond Philosophy

JANUARY 9, 2017

Car buyers visited an average of 5 dealerships before buying a car in 2013, but now that number is down to 1.6, Google Account Executive Derek Humphrey told the auto show crowd. They walk in already knowing what they want,” he said. And that means that dealers and manufacturers need to find ways to appeal to customers online.

Sales 321

Sales Finance Consulting Consulting 321

Steve DiGioia

FEBRUARY 22, 2016

From Merriam-Webster’s Collegiate® Dictionary, 11th Edition ©2013 by Merriam-Webster, Inc. *Adapted from the author’s book “ Earn More Tips On Your Very Next Shift…Even if You’re a Bad Waiter ”. *By By permission. www.Merriam-Webster.com). The post What’s The Difference Between a Customer and a Guest?

Entertainment 235

Entertainment Personalization Customer Service 235

Beyond Philosophy

MARCH 2, 2016

They analyzed four million phone calls from 2013 to 2015. New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. The Marchex Institute released a study that measured the speech patterns of the 50 states.

Consulting 278

Consulting Consulting Call Center Call center experience 278

ShepHyken

FEBRUARY 22, 2021

In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Here’s why the experts think empathy is the key to customer experience by Kate Rogerson. Comm100) Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around.

Customer Service 283

Customer Service Customer centricity Construction Customer Experience 283

Beyond Philosophy

AUGUST 15, 2016

American Express did a cognitive research study back in 2013 of 1,620 adults around the world about how they felt during an exceptional customer service moment. The truth is that when you do it well, you can make your customers react emotionally the same way they do when they feel loved.

Consulting 281

Consulting Consulting Customer Experience Customer Service 281

Beyond Philosophy

JANUARY 26, 2015

Target , who suffered the data breach in 2013, knows the importance of this immediate and comprehensive action. Immediate notification that includes next steps for Customers is the standard protocol for Customer-centric companies in the event of a data breach.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

FEBRUARY 3, 2015

25 March 2013. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Aagaard, Michael. “10 10 Call-to-Action Case Studies with Takeaways & Examples from Real Button Tests.” Contentverve.com. 4 September 2014. < < [link] > The post Subconscious Clues That Call People to Action appeared first on Beyond Philosophy.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

JUNE 29, 2015

My colleagues and I have been observing how Target’s data breaches, which have impacted over 100 million shoppers during the 2013 holiday shopping season, resulted in a draining of the emotional bank account of customer trust.

Wireless 257

Wireless Banking Enterprise Accountability 257

Win the Customer

FEBRUARY 9, 2015

billion in 2013 to over 4.9 Although it may seem as though social has made email obsolete, the number of email accounts is expected to increase from over 3.9 billion by the end of 2017. With the growth of social media over recent years, it’s understandable that many businesses have started to pour their resources […].

Management 139

Management Accountability Technology Customer Experience 139

Beyond Philosophy

NOVEMBER 4, 2014

16 July 2013. “Too Many Choices: A Problem That Can Paralyze.” www.nytimes.com. 27 February 2010. < < [link] > Carvalho, John. The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 19 August 2014. < < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

ShepHyken

JUNE 28, 2019

In the 2013 movie Her , the teaming of bots and humans led to an entirely new connotation for the term “work spouse.” Not going away. In short, tomorrow’s superagent will be able to respond to both functional AND emotional customer needs while seamlessly collaborating with their machine-enabled co-workers.

Contact Center 296

Contact Center Self service Banking Airlines 296

Beyond Philosophy

JANUARY 16, 2018

In my recent employee ambassadorship webinar , three seminal books which offer strategies and stories were identified: Firms of Endearment (2007), Conscious Capitalism (2013), and Everybody Matters (2017). When have you ever seen such a mass valentine card from to an executive?

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

Beyond Philosophy

NOVEMBER 3, 2014

According to analysts, online home grocery market was worth almost $275 Billion in 2013. UK Home Delivery for Groceries is Big Business. In the UK, home delivery of grocery is very common. That number is expected to grow by 4% this year, and double in the next five years.

Marketing 220

Marketing Transportation Customer emotions Customer centricity 220

Beyond Philosophy

JUNE 11, 2015

Actually, much of this pullback has been done by one organization, Cerberus Capital Group, the early 2013 purchaser of multiple regional retail supermarket chains from Supervalu (Shaw’s, Acme, Star, Albertson’s, and Jewel-Osco).

Airlines 274

Airlines Customer centricity Multichannel Sales 274

ShepHyken

DECEMBER 30, 2016

The 2013 findings of a Green Gap Trend Tracker research conducted by Cone Communications found that at least 71 percent of shoppers in America think about the environment when shopping. Customers Consider Eco-Friendly Minded Businesses before Purchasing.

Surveys 225

Surveys Accountability Management Customer Service 225

ShepHyken

JUNE 10, 2016

In 2013, a guest named Mike McCready tweeted that his room’s view wasn’t so nice. Amazingly, many hoteliers have been quite adept in handling this shift from the more traditional interaction to a digital one. Their online reputations are remarkable too. Take Delta Hotels for an example.

Best practices 204

Best practices Customer Service SaaS Education 204

Guru

AUGUST 11, 2020

Since its launch in 2013, Slack has become the central nervous system of company communication and collaboration. If you use Slack as much as we do, then you know how powerful it is for collaborating with your coworkers.

Management 117

Management 117

Contact Center Pipeline

DECEMBER 27, 2017

In 2013, Internet access cost a whopping $22 per Mbps. Thanks to E-rate, School Internet Costs Dropped to an All-Time Low. School Internet costs have been steadily dropping since E-rate’s critical modernization in 2014. That cost is now only $4.90, and has dropped 30% from 2016 to 2017 alone.

Government 159

Government Education 159

Beyond Philosophy

MARCH 2, 2018

16 September 2013. www.recode.net. 21 January 2018. 9 February 2018. < < [link] > “Workplace privacy laws: 10 Things all employers need to know.” www.rocketlawyer.com. 9 February 2018. < < [link] > The post The Remarkable Truth about (the Lack of) Workplace Privacy appeared first on.

Government 253

Government Employee engagement Customer Experience Consulting 253

Beyond Philosophy

AUGUST 15, 2019

At the end of 2013, the strategic NPS plummeted, and all the bonuses were canceled. Then, they used the strategic NPS as a metric of corporate performance. The company put their senior executives on a gated bonus system where if the NPS went down, their bonuses would, too. . Peppers asked if they were tracking the NPS of their competitors.

Metrics 312

Metrics Finance Surveys Consulting 312

CCNG

OCTOBER 19, 2022

Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Zendesk, 2013) 72% blamed their bad customer service interaction on having to explain their problem to multiple people. Oracle, 2011) Customers who had a very good experience are 3.5x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Callminer

NOVEMBER 9, 2020

Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Call center fraud is no laughing matter. Organizations need to be prepared to effectively combat call center fraud.

Call Center 345

Call Center Banking Contact Center Accountability 345

Win the Customer

SEPTEMBER 28, 2015

A 2013 UPS study of e-commerce sites found that offering a variety of payment options is the second-most important […]. Customers are demanding more options and flexibility, so it’s wise for businesses to find multiple payment options that work for them and their customers to deliver complete customer experiences.

Customer Experience 102

Customer Experience Technology Customer Service 102

AWS Machine Learning

JUNE 13, 2023

Finance and Investments Snowflake Which stock performed the best and the worst in May of 2013? Finance and Investments Snowflake What is the average volume stocks traded in July of 2013? The stock that performed the worst was AnySock2 (ASTOCK2) with a minimum closing price of $3.22.

APIs 99

APIs Finance Engineering Analytics 99

kommunicate

FEBRUARY 13, 2021

offer a live chat service since 2013 focussed on creating an ecosystem of customer communication. In this article, we’ll look at Tawk.to and Kommunicate to understand how these tools can build better relationships with your audiences by offering 24/7 customer service and serving up the right message at the right time. On the other [.].

Customer Service 97

Customer Service 97

Talkdesk

SEPTEMBER 10, 2020

According to research by La Salle University in Pennsylvania , in 2013 the average call center had one fraud call for every 2,900 calls received. Some agents working from home are using personal, unsecured networks and new agents may not be aware of security procedures.

Engineering 109

Engineering Contact Center At home agents Call Center 109

Vonage

SEPTEMBER 25, 2015

It was for this reason that in early 2013 we decided to bring our customer service operation in house. We’ve seen an average increase in sales of 68% YoY since 2013, and have be en able to support this growth with just one new full-time and one part-time customer service representative.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

Beyond Philosophy

NOVEMBER 26, 2015

However, according to the study, after $35 the rides are a better deal than Yellow Taxi (using data from 2013). . According to the MIT Technology Review , people pay more for Uber as it pertains to short rides (meaning those under $35). People choose services that disrupt for a reason.

Airlines 150

Airlines Consulting Consulting Technology 150

Totango

MAY 27, 2022

Following its launch in 2013, Zoom overtook its rivals by differentiating its product on selling points, such as being mobile- and user-friendly. The PLG model had been introduced to the video conferencing space years earlier in 2004 by future Zoom competitor GoToMeeting, which used a freemium offer to introduce users to its product.

SaaS 123

SaaS Customer retention Sales Marketing 123

Beyond Philosophy

SEPTEMBER 11, 2014

Customer Experience Trends 2013: Amazon Claims Top Position. I’d love to hear your examples in the comments below. If you enjoyed this post, you might be interested in the following blogs: Didn’t Believe Amazon Was Customer Centric Before? You Will Now.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

PeopleMetrics

JUNE 18, 2015

Coral Springs Watertank Mural, 2013 by Community Foundation of Broward , CC BY-SA 2.0. Coral Springs Watertank Mural, 2013 by Community Foundation of Broward , CC BY-SA 2.0. Image Credits: Color-by-number Nike Project by ZERA! , CC BY-SA 2.0. Paints by Quinn Dombrowski , CC BY-SA 2.0. Art Appreciation by Dustin Gaffe , CC BY 2.0.

Customer centricity 107

Customer centricity Feedback Customer Experience Sales 107

ConvergeOne

AUGUST 24, 2021

This goes back to the relationship that we have with ConvergeOne, a partner that we’ve had since 2013,” said Alegre. “I I can’t tell you how much we rely on them for their expertise, their knowledge, and the mutual trust we have with them.

Analytics 105

Analytics Technology Personalization 105

Taylor Reach Group

APRIL 9, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). What’s the cost to your organization if nearly three quarters of your customers go elsewhere? You can do the math easily for yourself.

Consulting 173

Consulting Consulting Contact Center Surveys 173

Cisco - Contact Center

FEBRUARY 16, 2023

It’s easy to forget that Cisco ACI , the world’s leading software-defined networking (SDN) solution, was introduced all the way back in 2013. Abstracting underlying hardware from overarching con… Read more on Cisco Blogs

Banking 79

Banking Education Management 79

AWS Machine Learning

OCTOBER 14, 2024

The following screenshot shows the successful output on the console. { "statusCode": 200, "body": ""Based on the 2013 Jeep Grand Cherokee SRT8 listing, a heavily modified Jeep like the one described could cost around $17,000 even with significant body damage and high mileage. Question Image Answer How much would a car like this cost?

Chatbots 132

Chatbots APIs Engineering Healthcare 132

TechSee

OCTOBER 23, 2018

Retail giant Amazon has been leading the industry’s CX personalization efforts since 2013. . Personalized product recommendations: AI-driven recommendation engines offer customers products tailored to their preferences. 45% of online shoppers are more likely to shop on a website that makes personalized recommendations.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

Steve DiGioia

JUNE 20, 2016

According to the “State of the American Workplace”, a 2013 Gallup study, seven out of 10 workers in the US say they aren’t fully engaged at work, meaning they aren’t working to their fullest potential. Ok, so with the adjusted numbers there is only a slightly higher increase in wages than mentioned before.

Morale 167

Morale Employee engagement Surveys Management 167