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

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 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

ShepHyken

DECEMBER 9, 2022

So how can you make sure that your customer journey is aligned with your brand expectations? And more importantly, how can you ensure that it’s not costing you sales? We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? .

Sales 315

Sales CRM Contact Center Customer retention 315

Beyond Philosophy

SEPTEMBER 28, 2016

Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? Moreover, 200 million of them are up for sale by a hacker named “Peace.”

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. Furthermore, the $124.6

Banking 416

Banking Construction Accountability Sales 416

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 298

Customer Experience Feedback Customer centricity Customer retention 298

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 267

Technology Customer Experience Complaint resolution Gamification 267

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. An essential step to creating a customer-focused culture is to change your Key Performance Indicators (KPIs).

Banking 0

Banking Consulting Consulting Sales 0

CCNG

AUGUST 28, 2024

By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience. By automating certain actions, contact centers can reduce resolution time and ensure consistency and accuracy in handling customer inquiries and data entry.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. million deposit accounts and over 500,000 credit accounts in all.

Banking 352

Banking Accountability Consulting Consulting 352

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Regularly update training materials based on customer feedback.

B2C 349

B2C Customer centricity Feedback Upselling 349

Outsource Consultants

FEBRUARY 25, 2025

In this post, we’ll explore how to harness the power of call centers to increase your ecommerce sales and stay ahead in the competitive digital marketplace. They enhance customer experiences, streamline operations, and boost sales. Providing Technical Support In the digital realm, technical issues can block sales.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Beyond Philosophy

SEPTEMBER 30, 2021

Our listener wants help convincing his team that using a free trial will help sales. On the other hand, there is the short-term benefit from making it difficult for customers that you don’t have to return their money. So, yes, offering a free trial could increase sales by activating the Endowment Effect. .

Sales 195

Sales Advertising Customer centricity Accountability 195

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone.

B2C 38

B2C Customer Experience B2B Journey mapping 38

AWS Machine Learning

DECEMBER 3, 2024

Syngenta and AWS collaborated to develop Cropwise AI , an innovative solution powered by Amazon Bedrock Agents , to accelerate their sales reps’ ability to place Syngenta seed products with growers across North America. For sales representatives, it empowers them with deeper insights, enabling more informed recommendations.

Sales 99

Sales APIs Engineering Analytics 99

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. They write about how improving customer journeys increases business growth. This is where ERP and CRM integration comes into play. What is an ERP?

Journey mapping 333

Journey mapping Upselling CRM Feedback 333

TechSee

APRIL 17, 2022

Beyond frustrating the customer, this wastes valuable resources, irritating agents, increases average hold time, and lowers overall efficiency. . Companies looking to improve their customer journey can use an omnichannel approach that delivers an integrated, continuous customer experience.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

Beyond Philosophy

OCTOBER 6, 2015

The hope was the Clean Diesel would boost sales in the U.S., which accounts for only about 6% of global sales for the brand. Target and Snapchat: The Power of Customer Loyalty. 4 Ways to Gain Customers’ Trust in Data Security. They charged more for these environmentally friendly cars, too.

Banking 406

Banking Consulting Consulting Government 406

Beyond Philosophy

NOVEMBER 21, 2017

I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. And while the strategy can work in the short term, it’s no way to generate loyal customers in the long run. Why It’s Better to Focus on Experience.

Consulting 312

Consulting Consulting Sales Customer Experience 312

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Where does the customer get put on your agenda? Where you discuss customers on the agenda reflects whether the organization prioritizes them.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are?

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. Mission statements and aspirations are great, but standing alone, they don’t inspire employees or lead to concrete actions that improve the customer experience. At Beyond Philosophy, we call this a Customer Experience Strategy.

Morale 324

Morale Consulting Consulting Employee engagement 324

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. They may end up losing a lot of customers, and thereby, revenue opportunities.

B2B 385

B2B Journey mapping B2C Telecommunications 385

CSM Magazine

DECEMBER 17, 2024

Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. Why Does Reverse ETL Matter for Customer Experience?

Customer Experience 52

Customer Experience Enterprise B2B Customer centricity 52

AWS Machine Learning

DECEMBER 4, 2024

Its sales analysts face a daily challenge: they need to make data-driven decisions but are overwhelmed by the volume of available information. They have structured data such as sales transactions and revenue metrics stored in databases, alongside unstructured data such as customer reviews and marketing reports collected from various channels.

APIs 99

APIs Sales Surveys Analytics 99

ShepHyken

AUGUST 4, 2023

This week, we feature an article by Srushti Shah, a digital marketer focused on effectively helping her clients and customers achieve their desired results. She writes about how artificial intelligence and machine learning technology can help businesses automate processes and put more focus on delivering amazing customer experiences.

Customer Experience 156

Customer Experience Technology Accountability Marketing 156

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. We find that many organizations measure performance in sales growth or stock price. Not only that, you need to have a baseline for CX established for every department, not just those that have direct interaction with customers.

Consulting 302

Consulting Consulting Finance Metrics 302

Beyond Philosophy

NOVEMBER 22, 2017

Organizations love to talk about building relationships with customers. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? That might be a simple, broad value like trustworthiness, or it might be a specific value that your company shares with its core customer base. Disagreements.

Airlines 338

Airlines Consulting Consulting Advertising 338

Beyond Philosophy

AUGUST 23, 2018

Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about your design of them. Well, that never happened.

Advertising 205

Advertising Customer Experience Marketing Accountability 205

Interaction Metrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis?

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 349

Customer Service Customer centricity Government B2B 349

Beyond Philosophy

AUGUST 12, 2020

Traditional journey mapping is what a customer is doing, but is missing a few things. It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. .

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

TeleDirect

JANUARY 7, 2025

Customer Expectations for Always-On Availability In todays digital age, customers expect instant responses. A delayed response can lead to frustration, lost sales, and even a tarnished brand reputation. Address customer concerns during global sales events like Black Friday and Cyber Monday.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

Beyond Philosophy

JUNE 26, 2015

Glenn Laverty, President and CEO, described how every part of the organization, from service and sales to Human Resources and accounts payable, felt connected to the Customers. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer centricity 378

Customer centricity Consulting Consulting Accountability 378