Beyond Philosophy

JANUARY 18, 2017

Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. Follow Colin Shaw on Twitter @ColinShaw_CX.

Airlines 305

Airlines Consulting Consulting Customer centricity 305

CCNG

AUGUST 21, 2024

Joe Fernandez started Klout (a website and mobile app that used social media analytics to rate its users according to online social influence) that sold to customer experience technology company Lithium in 2015. She started off on the phones at British Airways and was sent to the U.S. to open contact centers here.

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

Beyond Philosophy

DECEMBER 19, 2017

Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. It is the essential concept we tout at our global Customer Experience consultancy. My first work as a customer experience consultant was there. They know they don’t have the expert skills a consultant has. They include: Personalization. Resolution.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

teleopti

OCTOBER 9, 2018

Laut DMG Consulting LLC, einem führenden Unternehmen im Bereich Contact Center-Forschung und Beratung, erreichte Teleopti die beste Bewertung bei der allgemeinen Kundenzufriedenheit, das berichtet der kürzlich veröffentlichte Workforce Management Produkt- und Marktbericht 2015-2016.

Consulting 48

Consulting Consulting Contact Center Management 48

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Beyond Philosophy

NOVEMBER 11, 2021

Years ago, my global Customer Experience consultancy did work with a ferry company in the UK. Consider how much money you would have to pay a consultant to discover the various missteps your customers experience with you. Sources: “Global State of Customer Service: The transformation of customer service from 2015 to present day.”

Consulting 383

Consulting Consulting Call Center Metrics 383

teleopti

OCTOBER 9, 2018

A Teleopti recebeu a pontuação mais alta em Satisfação Geral do Cliente, conforme acaba de divulgar a DMG Consulting LLC - empresa líder especializada em pesquisas e consultorias para o setor de contact centers, em seu tradicional relatório “Workforce Management Product and Market Report”, versão 2015-2016.

Consulting 48

Consulting Consulting Contact Center Marketing 48

ijgolding

SEPTEMBER 29, 2015

On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event. In 2015, the finalists were quite simply incredible. This year did not disappoint.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Call Center Weekly

JANUARY 30, 2018

2015) * When the high-level Strategy is unveiled to the unit leader, it is the first step in Strategic Planning. Consult and assist other unit leaders, especially those who are horizontally connected by function. Santos (2015) Strategy implementation: What is the failure rate? A lack of persistence is the only genuine failure.

Schedule adherence 136

Schedule adherence Consulting Consulting Metrics 136

Vcaretec

JUNE 6, 2022

Here are some Vcare statistics from the 2015 holiday season, along with some quotes from Vcare call center clients and industry experts. One of our Customer Care Specialists will connect with you for a free consultation on how you can deliver a great customer experience more efficiently.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

Beyond Philosophy

AUGUST 16, 2017

In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Employee Ambassadors (Advocates). Positive Loyalists.

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

OCTOBER 15, 2015

According to the 2015 U.K. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. In the U.K., Furthermore, it also reports 63% of 1,000 U.K.

Customer Service 379

Customer Service Multichannel Self service CRM 379

Beyond Philosophy

APRIL 26, 2017

As the owner of a customer experience consultancy, it’s encouraging to see changes like this aimed directly at providing customers with a better experience overall. million people visited Universal Studios Florida in 2015, and 20.5 But even so, waiting in line has remained very much a part of the theme park experience.

Technology 283

Technology Consulting Consulting Customer emotions 283

Beyond Philosophy

APRIL 15, 2015

Monitor, a consulting firm that ruled the business world in the 1980s founded by Harvard Business School’s Michael Porter, built their business on the concept that business is a matter of defeating the competition, not making a better product or experience for Customers. 29 January 2015. What Killed Michael Porter’s Monitor Group?

Journey mapping 310

Journey mapping Consulting Consulting Airlines 310

CX Journey

NOVEMBER 12, 2015

Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. Next, we had an excellent presentation from Ian Golding , an independent consultant who is passionate about customer experience. Image courtesy of Routemaster 4 Hire Today I'm pleased to share a guest post by Paul Laughlin.

Gamification 63

Gamification Airlines Construction Coaching 63

CSM Magazine

OCTOBER 16, 2023

I found their account management and technical skills outstanding, and their consultative approach was vital to me at this time. About Breast Cancer Now Breast Cancer Now is a charity in the United Kingdom which was formed in 2015 by the merger of Breast Cancer Campaign and Breakthrough Breast Cancer.

Consulting 52

Consulting Consulting Customer Care Accountability 52

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Chances are if you are shopping for the holidays, you are buying at least in part online.

Consulting 392

Consulting Consulting Sales Customer Experience 392

ppt solutions

MARCH 15, 2021

TULSA, OKLAHOMA, March 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today the promotion of Scott Prater from Vice President to Senior Vice President of Technology Solutions. Prater joined PPT Solutions in August 2015.

Technology 98

Technology Consulting Consulting Contact Center 98

Beyond Philosophy

NOVEMBER 24, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

JULY 19, 2017

Although the rate of memberships is increasing, it is not increasing at the rate it did in 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Per the 2017 Colloquy Loyalty Census, there are 3.8 How to Up Your Loyalty Program’s Game.

Consulting 292

Consulting Consulting Customer Experience Metrics 292

Beyond Philosophy

MARCH 2, 2016

They analyzed four million phone calls from 2013 to 2015. When we consult our clients about how to improve their Customer Experience, we always talk about the expectations of Customers. appeared first on Beyond Philosophy | CX Consultants | Customer Experience. The perception is different because the expectation is different.

Consulting 278

Consulting Consulting Call Center Call center experience 278

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

Metrics 150

Metrics Customer Experience Consulting Consulting 150

Beyond Philosophy

NOVEMBER 10, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. Three Truths Every Marketer Should Know about CX in China. How to Measure Customer Emotions.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

LiveVox

JULY 14, 2020

American Association of Political Consultants, a group of political organizations and polling institutions challenged the constitutionality of a 2015 amendment to the TCPA. The 2015 amendment allowed the use of an auto-dialer to collect on government-backed debt. The Supreme Court Just Weighed in on the TCPA The Case In Barr v.

Government 52

Government Consulting Consulting 52

Quality Contact Solutions

MAY 27, 2021

To help provide clarity around a perplexing topic, let’s review the seven most common misconceptions we hear through our TCPA call center consulting services. #1 We provide TCPA call center consulting services that help navigate the?telemarketing And with this complexity, there is bound to be some confusion.? We can help.

Wireless 98

Wireless Telemarketing Abandon Call B2B 98

LiveVox

JULY 14, 2020

American Association of Political Consultants, a group of political organizations and polling institutions challenged the constitutionality of a 2015 amendment to the TCPA. The 2015 amendment allowed the use of an auto-dialer to collect on government-backed debt. The Case In Barr v. In a nutshell, […].

Government 52

Government Consulting Consulting 52

Beyond Philosophy

MAY 10, 2016

Early in 2015, in a campaign called ‘Make Today Matter’, TD Bank gave 24 customers in 24 different cities – one a day for 24 days – 24 hours to initiate projects that would benefit their local communities. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Marketing 186

Marketing Banking B2C Consulting 186

Beyond Philosophy

NOVEMBER 18, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

SEPTEMBER 22, 2015

If you enjoyed this post, you might be interested in the following blogs: Philosophies To Improve Your Customer Experience in 2015. The post 3 Things Great Companies Do for Customers appeared first on Beyond Philosophy | CX Consultants | Customer Experience. These days it’s important to make sure the Customers feel the love.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

SEPTEMBER 29, 2015

Ofcom, the UK’s communication regulator, released their Communications Market Report for 2015, which proclaimed that the “UK is now a mobile society.” The post Ad-Blocking Sends Clear CX Message: Get Obnoxious Ads out of my UX appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Advertising 348

Advertising Wireless Consulting Consulting 348

Beyond Philosophy

OCTOBER 24, 2016

Their budget in 2015 reached just under $718 million , with no signs of slowing down. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. A Loyal Fan Base Is Forgiving. Astonishing Big Gains from Little Changes! Fascinating Insight!

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

NOVEMBER 6, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Quality Contact Solutions

MARCH 21, 2024

Background The Federal Communications Commission (FCC) issued a Declaratory Ruling in July 2015 which wreaked havoc on the outbound telemarketing industry. With the Ruling, the FCC determined that system that has the capacity to store or dial numbers automatically is considered an Automated Telephone Dialing System (ATDS).

Telemarketing 52

Telemarketing Wireless voip Marketing 52

Beyond Philosophy

AUGUST 9, 2017

According to the 2015 FDIC National Survey of Unbanked and Underbanked Households , 7% of households in the U.S. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Per the CBS New story, at least in the U.S.,

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. Those question are: 1) Really?

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261