Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. 16 July 2013. It is a paradox to be sure, and one commonly referred to as the Paradox of choice. The Paralysis of Too Much Choice.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

FEBRUARY 25, 2016

As many marketing and public relations consultants, academics, economists, and business writers have observed, today we’re living in a reputation economy, where trust and customer experience – even more than product or service features – are coin of the realm, as real as legal tender. In January, 33% of U.S.

Banking 199

Banking Consulting Consulting Advertising 199

Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

JANUARY 16, 2018

Customer-centricity, in short, is not pervasively ‘people first’. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. Only a culture of stakeholder-centricity can be defined in that way. when making decisions.

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

Beyond Philosophy

MARCH 2, 2018

It would be highly unusual for a company that provides the excellent Customer Experience that Amazon does to have such a terrible work environment for those people that offer that excellent experience. It is clear that Amazon sees value in automation and intends to have many human-free Customer Experiences.

Government 253

Government Employee engagement Customer Experience Consulting 253

Beyond Philosophy

JUNE 29, 2015

That opportunity has been available for companies which have experienced negative press and impaired customer perception, such as Toyota, JetBlue, and FedEx. And, personalization truly optimizes the overall customer experience, perhaps its most important benefit.

Wireless 257

Wireless Banking Enterprise Accountability 257

Beyond Philosophy

JUNE 11, 2015

They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. Trader Joe’s does not have a customer loyalty program.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? The Return on Investment (ROI) for improved Customer Experience can be amazing, and companies that focus on CX reap the benefits each day.

Consulting 173

Consulting Consulting Contact Center Surveys 173

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). 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.

Consulting 140

Consulting Consulting Surveys Feedback 140

Beyond Philosophy

NOVEMBER 26, 2015

People choose Uber over a Taxi for many reasons, including better responsiveness, better Customer Experience (in part because of the rating system for both driver and rider), and convenience. And Customers aren’t necessarily getting a better price, either. Designing a Customer-Focused Process.

Airlines 150

Airlines Consulting Consulting Technology 150

Customer Guru

JANUARY 3, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 83

Consulting Consulting Customer Service Customer centricity 83

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Customer Experience Trends 2013: Amazon Claims Top Position.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Vonage

SEPTEMBER 25, 2015

Customer Contact Expo, the UK’s largest event for the customer contact and customer service industry, is now less than a week away, and I’m looking forward to joining some of the industry’s leading experts on both days to talk about how SureFlap provides its excellent customer experience and has rapidly grown its business.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Lynn Hunsaker. Don’t stop there.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. When looking at new infrastructure they need to look at how the changes in the marketplace can improve the way they run their business and improve the employee and customer experience – not simply replicate/improve what they have.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Photo purchased under license from Shutterstock.

Customer Experience 66

Customer Experience Government Engineering Finance 66

Vcaretec

JUNE 6, 2022

I tweet about customer focus, leadership, IT, and tech. Connect: @RoyAtkinson Chip Bell Bio: Customer Service Expert, Keynote Speaker, Business Consultant, Author of 'Sprinkles.' Connect: @grmeyer Steve Morrell Bio: ContactBabel Connect: @Contactcentre and customer experience analysts, specialising in the UK & US industries.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Vonage

JULY 7, 2017

Although much about providing a great customer experience is timeless, it’s also a good idea to align your strategy with today’s consumer trends. Scripted service, provided by servile, unempowered employees who are required to ask a manager before doing anything unusual or creative for a customer? That’s so 2013.

Customer Experience 71

Customer Experience Scripts Consulting Consulting 71

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

B2B 54

B2B Customer Experience Customer centricity Surveys 54

aircall

JUNE 21, 2021

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. Suppose there are gaps between what customers expect from an interaction and what they’re actually getting. of sales reps made their quota.

Sales 71

Sales Customer Experience Surveys Feedback 71

JustCall

AUGUST 2, 2021

Strategies of Customer Service Leadership. While all customer experience experts are unique and successful in their own way, there are a few notable names here. Although CX (Customer Experience) is a game of wordplay and emotions, due research has been conducted on it. The customer experience experts are visible!

Customer Experience 52

Customer Experience Consulting Consulting Best practices 52

Livepro

JUNE 19, 2019

livepro’s fourth annual Customer Experience Knowledge Management Forums are back this year bringing you the best and newest trends in Staff Engagement and Artificial Intelligence! Topic: ‘AI for Customer Service’. Luke was also awarded Victorian Contact Centre Manager of the year 2013.

Government 75

Government Gamification outsourcing Consulting 75

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. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Technology Self service Call Center 116

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. ADP Canada: The Inner Workings of Customer Service.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

CX Global Media

JULY 12, 2019

I believe wildly successful companies start with successful customers and associates. Through strong values, discipline, and sharp customer focus, I build amazing experiences resulting in worldwide leading customer experience scoring, Net Promoter Scores, Customer Satisfaction, and company profitability.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Outsource Consultants

JANUARY 27, 2025

With its unique blend of cultural affinity, language proficiency, and cost-effectiveness, Philippines outsourcing offers businesses a competitive edge in customer experience. At Outsource Consultants, we’ve seen firsthand how Philippine call centers have transformed CX strategies for companies across various industries.

outsourcing 67

outsourcing Call Center Government Telecommunications 67

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

Fonolo

JANUARY 11, 2022

Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience (2019), Brad Cleveland . Internationally renowned customer strategy and management expert Brad Cleveland shares his best advice on how to succeed in today’s customer-focused contact center climate. Click To Tweet.

Call Center 81

Call Center Marketing Management First call resolution 81

COPC

APRIL 19, 2022

The individual-level COPC Contact Center Management training improves customer experience operations based on the ? COPC Customer Experience (CX) Standard — the industry’s most highly recognized performance management system. ? . has helped transform operations supporting customer experience.

Business Process Outsourcing 52

Business Process Outsourcing Transportation Customer Service outsourcing 52

ClearAction

DECEMBER 28, 2016

Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence. Sharing voice-of-the-customer (VoC) company-wide is relatively rare, yet those firms that do so enjoy greater business results.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

ChurnZero

AUGUST 25, 2020

Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software. Previously Jay founded Customer Imperative, a consultancy focused on B2B SaaS, which eventually developed the Gain Grow Retain customer success leadership community.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

NobelBiz

MAY 25, 2023

In 2013, the CDP Institute was founded to help educate marketers about the technology and its benefits. When evaluating CCaaS vendors for customer data platform solutions, prioritize flexibility and scalability. Trusting the data can improve the customer experience. Since then, the CDP market has grown rapidly.

call center software 98

call center software Call Center APIs Contact Center 98

CSM Magazine

NOVEMBER 4, 2022

Larry Mead, vice president of experience transformation at TTEC Digital, gives seven tips for designing and orchestrating a Total Experience (TX) strategy. In 2013, customer experience innovator Matthew Dixon authored a new book that forever changed the game of customer service.

Consulting 52

Consulting Consulting Technology Enterprise 52

ijgolding

MAY 5, 2017

As specialist Customer Experience recruiters we’ve dealt with many sectors across the UK over the last five years – among them financial services, utilities, publishing, education, health & wellness and facilities management. There are ways of being the most attractive option in the candidate’s eyes.

Journey mapping 57

Journey mapping Airlines Education Feedback 57

CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. Lincoln Murphy. Nils Vinje.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. He is passionate about customer and employee experience and is continually innovating service models that have attracted industry excellence awards. Topic: ‘Customer Experience Measurement’.

Transportation 40

Transportation Government Multichannel Consulting 40

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48