Beyond Philosophy

DECEMBER 26, 2014

The Future of Customer Experience in 2014. If you enjoyed this post, you might be interested in the following blogs: 2012 Customer Experience Predictions: Positives and Pitfalls. Seven Predictions for the Customer Experience Industry in 2013. Colin is an international author of four bestselling books and an engaging keynote speaker.

Customer Service 418

Customer Service Customer Experience 418

Beyond Philosophy

SEPTEMBER 19, 2014

www.psychology.today.com 1 August 2014. 10 August 2014. If you would like to follow Beyond Philosophy click here Follow Colin Shaw on Twitter @ColinShaw_CX Sources: Weinschenk, Ph. How to Get People to Do What You Want.” Blogs Expert''s Insights'

Airlines 296

Airlines Consulting Consulting Metrics 296

Callminer

MARCH 13, 2014

With customer experience management more important than ever, customer satisfaction has become an area of focus. Here’s a look at 3 best practices to establish call center customer-centricity.

Customer centricity 182

Customer centricity Call Center Best practices Customer Experience 182

Beyond Philosophy

JANUARY 19, 2015

Here’s some of what they lear ned in the 2014 study. In addition to demographics, Foresight covers WOM dynamics such as the number of people to whom advice is given, negative and positive blogging activity , relative influence at each stage of the purchase process, influential messages, and actions taken.

Automotive 358

Automotive Marketing Consulting Consulting 358

Beyond Philosophy

JANUARY 16, 2015

The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website !

Customer Experience 381

Customer Experience Marketing Management 381

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction ” on Thursday, October 30th, 2014. If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 I couldn’t agree more.

Consulting 297

Consulting Consulting Customer Experience Feedback 297

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

Beyond Philosophy

JUNE 12, 2015

over the four quarters of 2014). Given the focus on CX over the years and the resources allocated to it, the question becomes are organizations really getting the return on this investment? I also worry about the plateau/decline (from 76.2 That’s a trend we need to keep an eye on before it goes down more.

Customer Experience 343

Customer Experience Customer centricity Employee engagement Call Center 343

Beyond Philosophy

NOVEMBER 4, 2014

19 August 2014. < 19 August 2014. < . < [link] > Carvalho, John. The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 16 July 2013. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. < [link].

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

ShepHyken

OCTOBER 28, 2016

He graduated from Butler University in 2014 with a B.A. Michael Becker is a content strategist at Sharpen , a cloud-native contact center provider. He has experience in marketing for two SaaS companies and is passionate about the overall custoemr experience. in integrated communications and journalism. Connect on Twitter.

SaaS 333

SaaS Customer Service Contact Center Customer Experience 333

ShepHyken

DECEMBER 7, 2018

Her question served as a lightbulb moment for us, eventually turning into Text Request , the business texting service we co-founded in the fall of 2014. It was at that moment that my wife, Jamey, said something like, “Why can’t we just text them?”

Customer Service 304

Customer Service Healthcare Management Customer Care 304

Callminer

JANUARY 14, 2014

New Forrester research predicts investment in analytics for 2014 & 2015; IBM Watson announcement confirms that IT purchasing is on the rise.

Analytics 182

Analytics 182

Beyond Philosophy

SEPTEMBER 26, 2014

Alex Edmans, from the London School of Business, looked at real-time data this past June during the 2014 World Cup in Brazil. Recent research connecting losses in the World Cup and a corresponding drop in the stock market of the losing team’s home country would indicate otherwise.

Consulting 326

Consulting Consulting Marketing Analytics 326

Beyond Philosophy

JUNE 9, 2015

When last October, Siegel+Gale’s 2014 simplicity index showed them as one of the worst-performing brands overall. This means the checked bag fee, another favorite of Customers, jumps from $23 to $38. The senior management isn’t listening to the voice of the Customer.

Airlines 344

Airlines B2C Surveys B2B 344

Beyond Philosophy

SEPTEMBER 19, 2014

www.psychology.today.com 1 August 2014. 10 August 2014. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Weinschenk, Ph. How to Get People to Do What You Want.” Blogs Expert''s Insights'

Airlines 218

Airlines Metrics Customer Experience Personalization 218

Beyond Philosophy

MAY 19, 2015

As part of a larger global project with Caterpillar, we recently awarded one of their largest dealers, Carter Machinery , the “Excellence in Customer Experience for 2014.” Caterpillar wants to unite their expanding business and Customer base with a unified approach to Customer Experience.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. They are all working to improve their Customer Experience.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

Beyond Philosophy

MARCH 31, 2015

At a time when banks are closing branch locations at a record pace (over 1,400 in 2014, with Bank of America, alone, closing more than 140) that is likely to continue, the need for the services they offer remains pretty much the same. Are they both? Are they neither?

Banking 310

Banking Airlines Self service Finance 310

Beyond Philosophy

JULY 9, 2015

A 2014 Nielsen survey revealed 55% (global average) of respondents, male and female, would pay more for products from companies with a commitment to corporate social responsibility. Women said they felt strongly connected or somewhat agreed with the following causes: 63% to increase access to clean water; men were at 56%.

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

Customers That Stick

DECEMBER 11, 2014

The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages of 18-65 living in the United States. The survey revealed a number of things about the holiday shopping experience: Other customers are a big source of unpleasantness.

Customer Experience 160

Customer Experience Surveys 160

Beyond Philosophy

JUNE 16, 2015

According to their findings in a 2014 Nielsen study , 69% of opinion elite respondents try to learn more about the companies with which they are going to do business. However, these days, some headlines hang around longer than you would like, contributing to a reputation for the brand. And they have more influence than you thought, too.

Advertising 273

Advertising Customer centricity Marketing Customer Experience 273

Beyond Philosophy

OCTOBER 3, 2014

1 UK Attraction ” on Thursday, October 30th 2014. If you want to learn more about Royal Yacht Britannia’s journey to Trip Advisors #1 Attraction for the UK, tune into our webinar, “ How to Become TripAdvisor’s No.1 Oh and if you are in Edinburgh, please make sure that you visit the Royal Yacht Britannia. I am sure you’ll have a great time!

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

MAY 18, 2018

“It’s Easy to Laugh at a Fake Horse Head Glued to the Front of a car…” hackernoon.com 11 January 2018. 15 May 2018. < < [link] > Markovitch, Shahar, and Paul Wilmott. Accelerating the digitization of business processes.” www.mckinsey.com. 15 May 2018. < < [link] > The post Are You A Complainer Or A Realist?

Transportation 296

Transportation Consulting Consulting Customer Experience 296

Beyond Philosophy

FEBRUARY 3, 2015

4 September 2014. < 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. 25 March 2013. < [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

APRIL 7, 2016

by the end of 2014. ACSI uses an overall U.S. Customer Satisfaction score to denote the health of the economy. Since 1994, the ACSI score rose from 74.8 in 2013 —and then dropped to 75.2 The scores then show a steady decline across all four quarters last year, ending at 73.4. You can see the whole chart here.

Consulting 284

Consulting Consulting Customer Experience Marketing 284

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction” on Thursday, October 30th, 2014. If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 I couldn’t agree more. 3 Steps to Becoming #1 on Trip Advisor.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Win the Customer

APRIL 2, 2015

According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment.

Customer Experience 139

Customer Experience Accountability Technology Customer Service 139

AWS Machine Learning

DECEMBER 4, 2024

In April 2014, Australia had a wheat shortage due to drought conditions, impacting costs for grain-based baby food products (source 2). This aligns with the low revenue on 4/26/2014 as manufacturers likely passed along higher costs to consumers.

APIs 108

APIs Sales Surveys Analytics 108

Win the Customer

FEBRUARY 7, 2015

The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones.

Customer Service 136

Customer Service Call Center Surveys Customer Experience 136

Win the Customer

JANUARY 28, 2015

I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors. The telephone has been proven to be the most basic and core tool for any organization to truly understand its customers and effectively serve them. Call Center Communication Customer Service'

Customer Service 136

Customer Service Advertising Call Center Marketing 136

ShepHyken

AUGUST 22, 2016

Harvard Business Review) In 2014, Michael Callahan, then head of customer experience at Hulu, had a mystery on his hands. My Comment: As more businesses shift to an online presence (unless they started there), this article will give you some good insight to what customers want and expect.

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

Call Center Weekly

NOVEMBER 9, 2017

A call center expert, Mike serves on the Advisory Council of the Greater Toronto Area Contact Center association, and was Master of Ceremonies for their 2012-2014 and 2016 Annual Conferences. He was also chosen as one of the “Top 50 Customer Service Thought Leaders on Twitter” for 2014, 2015 and 2016. Web site | Twitter | LinkedIn.

Contact Center 149

Contact Center contact center associations Banking Education 149

Win the Customer

MARCH 18, 2015

The Ponemon Institute’s 2014 Cost of Data Breach study determined that 31% of data breaches were caused by human error and negligence as 46% of companies claimed […]. Customer Experience Management Technology'

Customer Experience 129

Customer Experience Technology Management 129

Beyond Philosophy

MAY 10, 2016

It was one of the most successful marketing programs of 2014: https://www.thinkwithgoogle.com/case-studies/td-thanks-you.html. Earlier video campaigns like ‘TD Thanks You’, where ATMs gave customers personalized gifts, and received over 20 million views, began this ‘out of the box’ approach, absolutely unique in the retail banking world.

Marketing 186

Marketing Banking B2C Consulting 186

CCNG

OCTOBER 19, 2022

(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Contact Center Pipeline

MAY 18, 2017

In 2014, TCL’s leadership team made a commitment to change that. If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. Their goal: To become the No. 3 TV brand […].

Average Handle Time 124

Average Handle Time Sales Agent Empowerment Customer advocacy 124

Beyond Philosophy

SEPTEMBER 19, 2014

www.psychology.today.com 1 August 2014. 10 August 2014. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: Weinschenk, Ph. How to Get People to Do What You Want.” Blogs Expert''s Insights'

Airlines 150

Airlines Metrics Customer Experience Personalization 150