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. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

NOVEMBER 4, 2014

16 July 2013. “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. 19 August 2014. < < [link].

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

AUGUST 15, 2019

Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. At the end of 2013, the strategic NPS plummeted, and all the bonuses were canceled. In our Global Customer Experience consultancy , we look at the area of customer emotions.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

NOVEMBER 29, 0002

In 2013, to the astonishment of the dining press, Lyall and his crew popped-up with Annie’s BNNY +% Owl Bar, a non-ironic performance-piece riff on Japanese owl-cafes, in which it is possible to sit with an owl, or two, for a bit. Not a lot of people have the manners to do that.

Customer Experience 284

Customer Experience Consulting Consulting Analytics 284

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). Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

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

Beyond Philosophy

MARCH 2, 2018

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. 16 September 2013. If you enjoyed this post, you might be interested in the following blogs: The Big Mistake Most Organizations Make with Employee Engagement. Sources: Yaginsu, Ceylan.

Government 253

Government Employee engagement Customer Experience Consulting 253

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 ). Just CLICK HERE to schedule a free consultation. What’s the cost to your organization if nearly three quarters of your customers go elsewhere?

Consulting 173

Consulting Consulting Contact Center Surveys 173

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

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). . Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. People choose services that disrupt for a reason.

Airlines 150

Airlines Consulting Consulting Technology 150

Taylor Reach Group

MAY 1, 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 ). Just CLICK HERE to schedule a free consultation. The Taylor Reach Group can help you with all of this and much more.

Consulting 140

Consulting Consulting Surveys Feedback 140

Customer Guru

JANUARY 3, 2018

Mr. Patel is a leading Customer Service Consultant in India. The best example of putting customers first was the historical decision in 2013 of adding all music (physical CDs, records, or cassette tapes) that was legally purchased through the site since 1999 into Amazon’s AutoRip Service or Amazon Cloud Player.

Consulting 83

Consulting Consulting Customer Service Customer centricity 83

CCNG

OCTOBER 19, 2022

Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Watermark Consulting, 2018) Only 14% of companies measure the ROI of Customer Experience. Zendesk, 2013) 72% blamed their bad customer service interaction on having to explain their problem to multiple people.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

SEPTEMBER 11, 2014

Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. Customer Experience Trends 2013: Amazon Claims Top Position. I would argue that this is true of Bank of America. I’d love to hear your examples in the comments below. You Will Now.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Vonage

SEPTEMBER 25, 2015

It was for this reason that in early 2013 we decided to bring our customer service operation in house. As we’ve expanded to new countries in Europe, North America and Australasia, we’ve been able to add new country telephone numbers, and new consultants in minutes.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. But in many cases, integration is flimsy at best because the product – while claiming to integrate fully – requires hours of additional support, e.g. manual data uploads or advice from a consultant. Mihai Corbuleac. csITsupport. Scott Sachs.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Connecting the Dots

OCTOBER 21, 2024

However, based on the 2013 National Customer Rage (hereafter, Customer Rage) survey,2 which followed the basic methodology of the original U.S. In our 2013 U.S. While 32% of consumers reported experiencing a problem with products or services during the past year in 1976, that figure rose to 50% in 2013.

Complaint resolution 62

Complaint resolution Consulting Consulting Surveys 62

Quality Contact Solutions

JULY 21, 2021

Our consultants have decades of experience as practitioners and auditors. By Brian Clark , CISM, CRISC, PCIP, PCI-QSA, ISO 27001:2013 | Lead Auditor, CompliancePoint. CompliancePoint is a Qualified Security Assessor Company (QSAC).

Contact Center 98

Contact Center outsourcing Call Center Consulting 98

Customer Interactions

OCTOBER 18, 2012

From what I observed, 2013 could be the real tipping point where some of the technologies that are already firmly entrenched in the physical security space (aka PSIM) could migrate into public safety and demonstrate some tangible advantages there as well.

Engineering 33

Engineering Consulting Consulting Technology 33

Livepro

JUNE 19, 2019

Returning in 2019 across 4 major cities, a jam packed agenda with 2 Keynote Speakers in each state have varied backgrounds including some creative and amazing minds behind cutting-edge AI technology, state government and industry veterans with a wide range of consulting expertise. Beth Carey | Co-founder and CEO, Pat AI.

Government 75

Government Gamification outsourcing Consulting 75

Vcaretec

JUNE 6, 2022

Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.' He is a Customer Experience & ATL 2013 Huff Post Top 100 Social. Connect: @nealshact Colin Shaw Bio: Colin is a founder of Beyond Philosophy & the Customer Experience Consultancy. Tweets are my own.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

C3Centricity

JUNE 8, 2020

Please check out our website for more information on our training and consulting offers, and then contact us here. This post was first published on C3Centricity in 2013 and has been regularly updated since. Whatever people-facing industry you are in, we would welcome the chance to support and catalyse your efforts.

Customer centricity 109

Customer centricity Marketing Consulting Consulting 109

AnswerConnect

SEPTEMBER 18, 2020

Professional pest control adapts in COVID-19 with virtual consultations via AnswerConnect App. Kristen Fercho has been with Mosquito Squad of Columbia since 2013 and has been an AnswerConnect client since. The post Client Spotlight: Mosquito Squad of Columbia, S.C. appeared first on AnswerConnect Blog.

Consulting 52

Consulting Consulting 52

Sykes

MAY 2, 2018

After working for more than 30 years as an account executive and process consultant for Fortune 500 companies, Mike Ferguson was beginning to feel the burn out. “I He filled out an application and was hired as an agent in the company’s work-at-home network, SYKESHome, in December of 2013. I looked at my wife and said, ‘You know what?

Coaching 68

Coaching Consulting Consulting Accountability 68

CX Global Media

JULY 12, 2019

She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community. Business Partner and Owner, The LAMA Training by McKee Consulting. She is the founder of McKee Consulting and the LAMA Technique. Mary Beth is a graduate of Morehead State University. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Connecting the Dots

AUGUST 1, 2015

Read Full Article Download PDF Updating the definition of the voice of the customer By John Goodman,David Beinhacker,Scott Broetzmann Editor’s note: John Goodman is vice chairman, David Beinhacker is director of research and Scott Broetzmann is president and CEO, at Customer Care Measurement and Consulting, an Alexandria, Va.,

Big data 62

Big data Consulting Consulting Enterprise 62

Outsource Consultants

MAY 8, 2024

Fast forward to… 2013: The Inter-American Development Bank recognized Colombia’s potential, calling it a “hidden jewel” for outsourcing in Latin America. But at Outsource Consultants, we believe a “top 10” list might not be the most effective approach. That’s where Outsource Consultants come in.

outsourcing 67

outsourcing Call Center Education Consulting 67

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

CSM Magazine

MAY 14, 2024

Founded in 2013, CommBox is a customer service and engagement platform built with Generative AI and Automation at its core, helping brands dramatically lower CX costs. With a global presence headquartered in Israel, CommBox was founded in 2013 and is proud to drive innovation. CommBox is backed by the American equity fund PSG.

Marketing 52

Marketing Consulting Consulting Technology 52

Fonolo

JANUARY 11, 2022

Annette Franz is the founder and CEO of CX Journey Inc, a customer experience consulting firm, so she really knows her stuff. Call Center Rocket Science: 110 Tips to Creating a World Class Customer Service Organization (2013), Randy Rubingh .

Call Center 81

Call Center Marketing Management First call resolution 81

ChurnZero

AUGUST 25, 2020

Previously Jay founded Customer Imperative, a consultancy focused on B2B SaaS, which eventually developed the Gain Grow Retain customer success leadership community. A three-time entrepreneur, Todd teamed up with fellow product leaders and technologists from Red Hat, Cisco, and Google to launch Pendo in October 2013.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

COPC

APRIL 19, 2022

for expert advice around best practices in CX operations through consulting, training and certification. . was established in Georgetown, Guyana, in 2013 to expand the interests of its parent company, Express Trucking and Courier Inc., For more than 25 years, COPC Inc. has helped transform operations supporting customer experience.

Business Process Outsourcing 52

Business Process Outsourcing Transportation Customer Service outsourcing 52

Avaya

SEPTEMBER 19, 2016

The law is named in honor of Kari Hunt, who was killed by her estranged husband in late 2013 at a motel in Northeast Texas. After consulting with them, and examining their workflows, we engineered a new operational model that only cost $130,000 in CAPEX, and would be less than $1,500 a month in recurring operational costs.

Wireless 76

Wireless Transportation Call Center Government 76

Fonolo

MARCH 4, 2020

Amar Sidhu has a rich history at ADP Canada, taking up leadership there in 2013, with three as the VP of Customer Care, and four years as Senior Vice President of Service Delivery under his belt. This is their story. The Path to Leadership. HR, Talent, Time Management, Benefits and Payroll. Informed by data and designed for people.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

ClearAction

DECEMBER 28, 2016

1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013. The post How to Drive Voice of Customer Insights Company-wide: 3 Steps appeared first on ClearAction Customer Experience Consulting. Image purchased under license from Shutterstock. How to Drive Voice of Customer Insights Company-wide.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

ClearAction

JULY 3, 2017

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m The post Customer Experience Transformation Through Proactive Engagement appeared first on ClearAction Customer Experience Consulting. Photo purchased under license from Shutterstock.

Customer Experience 66

Customer Experience Government Engineering Finance 66

REVE Systems

JULY 19, 2017

That prediction has emerged as a wild truth when in late 2013, the market research firm The Radicati Group estimated that out of the nearly 3 billion worldwide Instant Messaging user accounts, 379 million were being used for work! This 379 million is expected to swell up to 449 million within next 4 years, by 2017!

Enterprise 65

Enterprise Time management Consulting Consulting 65