Beyond Philosophy

MAY 8, 2019

For example, we were doing work years ago in England with one of the train franchisees. In our global Customer Experience consultancy, we have found you can evoke two to four emotions that work in different situations around the world, although different cultures may require different emphases to get there.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

JANUARY 23, 2019

For example, if you are staying in a hotel in a certain city and a friend of yours has stayed there also, and they say, “It’s like the Four Seasons Resort,” you now have a pretty high reference point. Professor Hamilton’s favorite example is choosing a political candidate in a tight race.

Management 361

Management Consulting Consulting Accountability 361

Beyond Philosophy

MARCH 19, 2019

Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. For example, if you are a frequent flyer and you get upgraded to first class on a flight, you recognize that it is a benefit, or added-value of being a frequent flyer. What Do We Mean by Innovative Service?

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Beyond Philosophy

APRIL 4, 2019

For example, Apple delivers a Branded Customer Experience. . Another example—and cautionary tale—is Aviva insurance brand Norwich Union, an insurance company in the UK. The Norwich Union example leads to my next point. For example, I was chatting with a mobile phone company. Otherwise, it’s useless.

Call Center 326

Call Center Consulting Consulting Benchmark 326

Beyond Philosophy

FEBRUARY 19, 2019

The rows give you examples of the concepts in action. For example, Sephora has an enhanced experience. Now on the bottom row, Kahn includes examples of Customer Experiences taking away the pain. Examples of How the Matrix Works. For example, Amazon is the best at frictionless experiences.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

Beyond Philosophy

MAY 31, 2019

For example, one of my team members hates flying because she worries she is unsafe in an airplane. An example is the Availability Heuristic. When we can think of several examples of something occurring, we believe that our easy recall is evidence of its impending frequency. Uncertainty Leads to Mental Shortcuts.

Customer Experience 318

Customer Experience Consulting Consulting Benchmark 318

Beyond Philosophy

MARCH 25, 2019

My example just now was about an organization that thinks business is rational who then adjusts their pricing. For example, if you price your product at $500, a customer perceives it as $500. The BT example I shared was deliberate. Their “gut” tells them things at work, just like it does everywhere else in their lives.

B2B 332

B2B CRM B2C Education 332

Beyond Philosophy

NOVEMBER 1, 2019

For example, when you drive your car home from work like you do every workday, sometimes you pull into the driveway and don’t remember driving there. For example, whenever I book a flight, the next thing I do is to contact the driver where I will land. These examples are why good habits are so much harder to form.

Airlines 350

Airlines Education Self service Consulting 350

Beyond Philosophy

APRIL 25, 2019

For example, companies now use your Wi-Fi connection to know where you are when you linger in a store and don’t get me started on the sheer amount of information “they” have about your clickstream data (i.e., Furthermore, the examples Hedgecock has seen are funny and entertaining. the websites you visit and in what order).

Technology 296

Technology Entertainment Consulting Consulting 296

Beyond Philosophy

AUGUST 14, 2019

For example, consider the furniture you put together yourself at Ikea. Some other examples of friction that are beneficial to the experience are: Seeing a line outside a club and thinking you might want to go there since it appears to be the hottest ticket in town. To listen in , please click here.

Customer Experience 331

Customer Experience Benchmark Education Consulting 331

Beyond Philosophy

JANUARY 10, 2019

Take rent money or mortgage payments, for example. Now, not borrowing from the rent money for another expense is an example of when mental accounting makes sense, meaning it is rational. For example, a friend of mine is a member of a spa’s massage subscription-service. It might make people more willing to spend money.

Accountability 317

Accountability Customer Experience Entertainment Benchmark 317

Beyond Philosophy

APRIL 15, 2019

In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers. When consulting employees about what you expect, Suttle says to explain why. She encouraged them to get on the same page.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. It is not copying the best.”

Gamification 150

Gamification Benchmark Automotive Wireless 150

Beyond Philosophy

JULY 11, 2019

For example, pretend that you are out with friends and need to pick a restaurant. One of the things this example shows is that as a restaurant owner, it doesn’t matter how good your restaurant is. In my restaurant example, you and your friends were trying to remember what was close by and what was good.

Consulting 297

Consulting Consulting Benchmark Advertising 297

Beyond Philosophy

FEBRUARY 25, 2019

We have limited memory, for example. For example, let’s say you hear about a special offer from one of your favorite retailers only two hours before it expires. A few years ago, we consulted a hospital system that wanted to improve the patient experience. People are rational but not infinitely logical.

Consulting 268

Consulting Consulting Benchmark Customer Experience 268

Beyond Philosophy

APRIL 18, 2019

For example, if you love a brand, then you will pick from that brand even though other brands offer the same or a similar thing. An example is my relationship with Apple. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire.

Construction 319

Construction Benchmark Consulting Consulting 319

Beyond Philosophy

FEBRUARY 13, 2019

For example, the theory of gravity always holds, as demonstrated by Wile E. For example, let’s take the Two-System Theory, aka, the Intuitive System and Rational System thinking concept I write about all the time. An example of where it doesn’t apply is addiction. For example, customers react another way when they are tired.

Consulting 230

Consulting Consulting Benchmark Government 230

Transparent BPO

MARCH 11, 2020

And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consulting firm, and the subject of this month’s expert interview series , is through the practice of benchmarking. Benchmarking and ROI.

Benchmark 71

Benchmark Contact Center outsourcing Schedule adherence 71

Beyond Philosophy

DECEMBER 20, 2018

The typing experiment described is an example. Another example is walking. In our global Customer Experience consultancy, we believe it is fundamental that you know where your customers are in their thinking when they are interacting with you. The Intuitive System and the Rational System. We also see it in babies.

Journey mapping 268

Journey mapping Benchmark Customer Experience Consulting 268

3CLogic

MARCH 27, 2025

For example, the State of South Dakota enhanced its IT service desk by consolidating operations on ServiceNow with 3CLogic, improving efficiency and service quality. The result? Faster resolutions, reduced wait times, and more personalized service at a lower cost. Sources: NASCIO.com NASCIO.com Missionsqr.org

Government 96

Government Self service contact center solutions Contact Center 96

Joe Rawlinson

MAY 17, 2022

Now, the question is—what are the metrics and figures to benchmark for every industry? For example, if an e-commerce ad has 10 clicks after being seen 200 times, the CTR would be 5%. As with previous benchmark reports, the numbers have been consistently high for these industries. Average Cost per Click (CPC). Photo by LOCALiQ.

Benchmark 15

Benchmark Advertising Entertainment Real estate 15

Interaction Metrics

JANUARY 31, 2025

They provide customized reporting and analysis, survey deployment via email, SMS, and phone, and national benchmarking to compare against competitors. Their CX consulting services are paired with unbiased market research, and they offer survey, phone, and interview programs. These include online, phone, mail, and SMS surveys.

Surveys 62

Surveys Metrics Benchmark Consulting 62

Beyond Philosophy

OCTOBER 18, 2019

For example, while you are driving, you are not thinking about the mechanics of driving home. For example, we eliminated the highest and the lowest quotes because of extremeness aversion, which is where we gravitate toward the moderate choice rather than those at either end of the spectrum. Take the driving example I shared before.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

JULY 29, 2019

For example, I was implementing an extensive Customer Experience program. In our global Customer Experience consultancy, this concept is also true with clients. Beyond Philosophy’s latest Training Program Coaching & Advice helps you move forward with consultation that is customized for your specific needs.

Consulting 260

Consulting Consulting Morale Benchmark 260

CSM Magazine

FEBRUARY 12, 2025

Discovery: Laying the Foundation for Success The journey to CX excellence begins with a thorough discovery phase, where our expert consultants work closely with organisations to understand their unique challenges and opportunities. About the Author Angela Clarkson is Head of Business Consultancy at Sabio Group.

Consulting 52

Consulting Consulting Entertainment Benchmark 52

Beyond Philosophy

AUGUST 5, 2021

For example, at Beyond Philosophy , a B2B company, we help organizations improve their Customer Experience, which is a service. For example, if what you sell is tangible, then it is a product, and if it is intangible, then it is a service. Let me give you a real-world example. . Some services are replicable, but others are not.

B2B 195

B2B Consulting Consulting Benchmark 195

Beyond Philosophy

AUGUST 31, 2023

For example, an airline’s waiting lounge plays the news. These last two examples seem outdated today since most people will probably pull out their phones while waiting. This example is a nice segue to the next area, which is… Area #3: Uncertain waits are longer than known waits. In short, you should distract them.

Wait times 221

Wait times Airlines Call Center Benchmark 221

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

AWS Machine Learning

MARCH 18, 2025

For example, Amazon SageMaker with TensorBoard helps visualize model architecture and address convergence issues, as shown in the following screenshot. Take the first step towards revolutionizing your AI initiatives by scheduling a consultation with our experts.

Government 114

Government Healthcare Technology Finance 114

NICE inContact

OCTOBER 8, 2019

Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. You may be familiar with certain call center KPI’s but less familiar with benchmarks. Using our analogy, benchmarks are used to determine whether your call center is on course.

Benchmark 54

Benchmark Call Center First call resolution industry standards 54

AWS Machine Learning

AUGUST 2, 2024

To help you get started with the new API, we have published two Jupyter notebook examples: one for node classification, and one for a link prediction task. For example, retail organizations want to conduct fraud detection on both sellers and buyers. In addition, GraphStorm 0.3 GraphStorm 0.3 task_weight: 1.0 # The task weight is 1.0.

APIs 118

APIs Benchmark Construction Enterprise 118

AWS Machine Learning

MARCH 27, 2025

We also showcase a real-world example for predicting the root cause category for support cases. For the use case of labeling the support root cause categories, its often harder to source examples for categories such as Software Defect, Feature Request, and Documentation Improvement for labeling than it is for Customer Education.

Education 112

Education Engineering APIs Enterprise 112

TechSee

MARCH 26, 2019

According to consultant Estaban Kolsky , 11% of customer churn can be avoided if the business simply reached out to the customer. Some common examples of the Net Promoter Score question: “How likely is it that you would recommend our company to a friend or colleague?”. Here are some examples of NPS benchmarks by industry: Industry.

Airlines 136

Airlines Contact Center Benchmark Banking 136

ChurnZero

NOVEMBER 22, 2021

This is a lesson Kristen Hayer, Founder and CEO of The Success League , has learned firsthand as a former Customer Success leader, and one that she’s helped countless others confront through her work running a Customer Success consultancy. In this article, we cover: Budgeting Benchmarks: Do They Cause More Harm than Good?

Benchmark 98

Benchmark Finance Best practices Sales 98

aircall

JANUARY 6, 2022

Consultative selling, also known as needs-based selling, is a sales tactic in which the seller acts primarily as an advisor, focused on helping a prospect solve one or more critical business issues. For example, an active listener might ask, “How do you plan to achieve that goal?” Step Five: Consult to the Finish Line!

Consulting 62

Consulting Consulting Sales Benchmark 62

Lumoa

APRIL 3, 2018

Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? For example, if 65% of your customers are promoters and 12% are detractors, NPS is 53. ??Note: “ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. ” — Bruce Temkin.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

ProProfs Blog

MARCH 27, 2019

Through his consulting company, CXpert, Ben now assists clients in areas such as CX strategy and employee engagement. Many brands have set a trend in terms of customer support and become the benchmark. The example above would return the user to vehicle types and ask which vehicle they would like to make a claim for.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163