Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. These choices affect the Customer Experience.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. It’s a simple concept, really. Some do both.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

MAY 14, 2015

So, as the various channels of your Experience expand, and more of your Customers exercise their option to contact you through another channel, consistency becomes even more important. It makes a consistent Customer Experience, through ALL of your channels including self-service, critical to maintaining the trust.

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

NOVEMBER 24, 2014

For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. Most organizations know what their Customer rational expectations are.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #2: The Return of a Strong Economy Threatens a Customer Experience (CX) Focus.

Customer Service 418

Customer Service Customer Experience 418

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

NOVEMBER 17, 2014

As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged. The fact is when employees are happier, so are your Customers. Follow Colin Shaw on Twitter @ColinShaw_CX.

Employee engagement 410

Employee engagement Customer Experience Management 410

Beyond Philosophy

DECEMBER 4, 2014

In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience.

Journey mapping 384

Journey mapping Customer centricity Employee engagement Customer Experience 384

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused. What emotions are we trying to evoke?

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Per USA Today , this year’s Cyber Monday booked $3.45

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

OCTOBER 15, 2015

consumers said they have stopped doing business with companies that blow it with Customer service. According to the 2015 U.K. State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. They evoke the wrong Customer emotions during the experience.

Customer Service 379

Customer Service Multichannel Self service CRM 379

Beyond Philosophy

OCTOBER 24, 2016

Tesla Breaks Top 20 for Customer Experience. Tesla was the only carmaker that made the top 20 for Best Customer Experience. For Customer Experience ranking, the research team used four criteria, which included: Impression: Do they have a unique reputation? Pampers had 149.9 points vs. Tesla’s 116.79—which,

Consulting 419

Consulting Consulting Customer Experience Marketing 419

CCNG

AUGUST 21, 2024

The customer experience technology market has ballooned in the last ten years, but given the current economic climate sales are cooling for this once unstoppable industry. What does that tell us about how decision makers are buying customer experience software today? Is it critical?

Customer Experience 195

Customer Experience CCNG B2B Contact Center 195

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. How was it?

Airlines 305

Airlines Consulting Consulting Customer centricity 305

Beyond Philosophy

MARCH 19, 2015

between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement. Register here. The post “U.S.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Customers That Stick

JANUARY 5, 2015

Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! To begin, we’ll be creating more free resources you can use to enhance your customer service and customer experiences. You will find even more helpful resources posted as 2015 progresses. Retirement of The Monthly Mash.

Surveys 111

Surveys Customer centricity Education Customer Experience 111

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Secondly, the UK are not as customer-centric as U.S

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

AUGUST 18, 2015

The media is the typical culprit for overinflating the minor event in many cases, i.e. Snowmageddon 2015, or winter storm Juno, now simply called the blizzard that wasn’t. Discovering What Customers Don’t Know Themselves. The post 3 Ways Customers’ Minds Plays Tricks on Them appeared first on.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

Beyond Philosophy

JUNE 18, 2015

In contrast, your experiences really are part of you. We are the sum total of our experiences. So when you are designing your Customer Experience, remembering this concept is key to creating something that will evoke happy and pleased with your Customers. Discovering What Customers Don’t Know Themselves.

B2C 399

B2C B2B Employee engagement Customer Experience 399

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

SEPTEMBER 29, 2015

As Ad Blocking pushes online advertising to the brink of irrelevancy, it’s important to appreciate how the User Experience (UX) provides an integral link to Customer Experience (CX). Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Advertising 348

Advertising Wireless Consulting Consulting 348

Beyond Philosophy

AUGUST 16, 2017

This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers. In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Employee Ambassadors (Advocates).

Consulting 350

Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

NOVEMBER 26, 2014

We use a Customer Experience Assessment model called Naive to Natural to assess whether companies focus on Customers primarily. 7 Reasons Brand and Customer Experience Are Disconnected. 7 Reasons Brand and Customer Experience Are Disconnected. How to Make or Break Your Customer Experience.

Advertising 324

Advertising Customer centricity Marketing Customer Experience 324

ijgolding

SEPTEMBER 29, 2015

September is the month where Customer Experience in the UK is celebrated – and celebrated in style. 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.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

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

MARCH 3, 2015

It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago. The reality was that senior executives were more concerned about keeping expenses low and cutting costs than improving the Customer Experience. Let me give you an example. It worked.

Advertising 365

Advertising Customer centricity Marketing Customer Experience 365

Contact Center Pipeline

DECEMBER 30, 2015

As 2015 comes to a close, we’d like to look back at our 10 most popular posts of the year. It has been an exciting year at Pipeline with the launch of our blog. Do Frontline Agents Receive Enough Ongoing Training? We asked that question in a recent poll on Contact Center Training. The majority […].

Contact Center 100

Contact Center Customer Care Call Center Customer Experience 100

Beyond Philosophy

AUGUST 9, 2017

But is it right for Customer Experience? On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience. Act Now to Turn Customer Pain Points into Pleasurable Profits.

Banking 0

Banking Coaching Surveys Employee engagement 0

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

JANUARY 5, 2015

The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. Does it feel right?

Airlines 310

Airlines Surveys Customer Experience 310

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

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. What do you think of Ryanair’s new Customer program?

Airlines 344

Airlines B2C Surveys B2B 344

Beyond Philosophy

MARCH 2, 2016

New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. They analyzed four million phone calls from 2013 to 2015. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least.

Consulting 278

Consulting Consulting Call Center Call center experience 278

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283