Beyond Philosophy

SEPTEMBER 28, 2016

Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. They did say this to users on Thursday: Feeling Vulnerable in a Customer Experience. When it comes to Customer Experience, how we feel is a critical part of it. Not even because Verizon is buying them for $4.8

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

JANUARY 16, 2015

The end of 2014 was really busy. We always tell our client that having a great Customer Experience is a journey, not a destination. That’s because the standard for what makes a great Customer Experience is always changing along with the expectations of your Customers. appeared first on Beyond Philosophy.

Customer Experience 381

Customer Experience Marketing Management 381

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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.’ The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately. Communicate Often and Clearly.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Consulting 297

Consulting Consulting Customer Experience Feedback 297

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. It is three-quarters of a mile long!!)

Customer Experience 102

Customer Experience Transportation Government B2B 102

Customers That Stick

DECEMBER 11, 2014

Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season.

Customer Experience 160

Customer Experience Surveys 160

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. 5 Ways to Make a Great Impression on Your New Customer Airline Safety Videos: Changing Customer Behavior—for the Better! 10 August 2014.

Airlines 296

Airlines Consulting Consulting Metrics 296

Win the Customer

APRIL 2, 2015

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

Customer Experience 139

Customer Experience Accountability Technology Customer Service 139

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

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. 19 August 2014. < 19 August 2014. < It is a paradox to be sure, and one commonly referred to as the Paradox of choice.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 385

Coaching Consulting Consulting Customer Experience 385

ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Personalisation. Described by Nunwood as – being trustworthy and engendering trust.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

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

ShepHyken

OCTOBER 28, 2016

Only about 1 in 20 people who have a bad customer experience will take the time to leave a review online. Let’s say that over the course of a year, of the hundreds of thousands of interactions customers will have with a large consumer-facing company, 5,000 have a bad customer experience. Connect on Twitter.

SaaS 333

SaaS Customer Service Contact Center Customer Experience 333

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

Win the Customer

MARCH 18, 2015

Customer experience management can be a long term disaster for organizations that have been subjected to a data breach causing leaks of critical customer information and loss of customer trust. Customer Experience Management Technology'

Customer Experience 129

Customer Experience Technology Management 129

Beyond Philosophy

MAY 10, 2017

Customer loyalty is a bit different. In our customer experience consultancy, we describe customer loyalty as “the result of a consistently positive emotional experience, rational attribute-based satisfaction and perceived value of an experience, which includes the product or services.” That’s loyalty.

Airlines 344

Airlines Consulting Consulting Education 344

Beyond Philosophy

JUNE 9, 2015

Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. O’Leary and others said the AGB program is transforming their Customer Experience, service and the way they treat Customers. The senior management isn’t listening to the voice of the Customer.

Airlines 344

Airlines B2C Surveys B2B 344

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. 4 September 2014. <

Consulting 304

Consulting Consulting Customer emotions Morale 304

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in 365 days.

Customer Experience 85

Customer Experience Customer centricity Personalization 85

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. Colin is an international author of Customer Experience Future Trends and Insights. Blogs Customer Analysis' Furthermore, it was losing that affected the market, not winning. 1 on TripAdvisor?

Consulting 326

Consulting Consulting Marketing Analytics 326

ijgolding

OCTOBER 31, 2014

Whilst there was not a focus on what life was like for the consumer, it is impossible for me not to consider the impact of Customer Experience – whatever the era!! Two years on, I am continually reminded about our Turn Back Time experience as commemorations for the start of World War I increase in visibility.

Transportation 92

Transportation Scripts Customer Experience Personalization 92

ForeSee

NOVEMBER 19, 2014

In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. Retail Report , a multichannel, customer experience study that will be published in mid-December.

Multichannel 86

Multichannel Surveys Customer Experience 86

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Further, they are principally macro measures, and limited as enablers for taking detailed, granular experience action.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. Airline Safety Videos: Changing Customer Behavior—for the Better! www.psychology.today.com 1 August 2014. 10 August 2014.

Airlines 218

Airlines Metrics Customer Experience Personalization 218

Win the Customer

FEBRUARY 27, 2014

Mobile has been essential to engage with customers, but it takes more than a mobile contact channel for a complete customer experience and to make the sale. And customers expect there to be more. Business Customer Experience Customer Service Technology'

Customer Experience 100

Customer Experience Technology Sales Customer Service 100

Beyond Philosophy

APRIL 15, 2015

20 November 2014. The post Could You be Left Behind by The Experience Economy? appeared first on Beyond Philosophy | Customer Experience Consultants. He believed that your best strategy was to protect yourself from your business rivals. There were five forces involved in the image to the right: Source: Forbes.com.

Journey mapping 310

Journey mapping Consulting Consulting Airlines 310

Beyond Philosophy

JULY 19, 2018

Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. In 2014, an essay in the Journal of the Royal Society of Medicine showed that while 62% of citizen’s in the UK said they were willing to donate organs, only 31% were on the actual registry. 2014): 56–60.

Customer centricity 498

Customer centricity Government Consulting Consulting 498

ijgolding

SEPTEMBER 8, 2014

I have often said in the past how lucky I am to have so many people share their customer experience stories with me. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with. Disney Store.

Customer Experience 131

Customer Experience Customer retention Customer Service 131

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

MAY 18, 2018

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Is Amazon the problem or is it misguided nostalgia? I’d love to hear your view in the comments below. Follow Colin Shaw on Twitter @ColinShaw_CX. 15 May 2018. < www.mckinsey.com.

Transportation 296

Transportation Consulting Consulting Customer Experience 296

ijgolding

DECEMBER 11, 2014

Having flown with a variety of airlines, I wanted to know if Norwegian ‘felt’ like any other airline or if it really did deliver an experience that I would actually remember for positive reasons – how would it compare with others? 11th December 2014. Let the review commence! Date Review Conducted. Flights Experienced.

Airlines 110

Airlines Customer Experience Self service Personalization 110

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Customer Experience 186

Customer Experience 186

Win the Customer

FEBRUARY 17, 2014

Can your customer reach you when they have questions or concern to ensure customer satisfaction in their greatest time of need?

Technology 126

Technology Customer Service Customer Experience 126

ShepHyken

AUGUST 22, 2016

Customer Retention: 50 Tools to Build the Perfect Customer Experience by Ty Magnin. Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. (CTS Keep this article nearby and refer to it often.

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

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