Beyond Philosophy

MARCH 5, 2015

View our books on Customer Experience here. Follow Colin Shaw on Twitter @ColinShaw_CX. The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

JANUARY 23, 2015

The post How to Get People to Do What You Want appeared first on Beyond Philosophy.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Nonetheless, though modern Americans have more choice than any group of people ever has before, and thus, presumably, more freedom and autonomy, we don’t seem to be benefiting from it psychologically.”.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 29, 2014

However, by knowing its effects and the basic rule that the gains should outweigh the losses by a ratio of 3:1, changes in fees or changes to the value proposition could be successfully managed. So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

FEBRUARY 24, 2015

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity Customer experience customer experience books customer experience management Customer Experience Program Customer Management Customer Mirrors customer research customer retention experts insights (..)

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. View our books on Customer Experience here. Make sure that your use of data adds value to their experience. Which companies do you think do a good job with data security?

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

DECEMBER 23, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

DECEMBER 23, 2015

The Chief Customer Officer Council has determined that the CCO role, in part because its requirements, authority and scope are being constantly reworked almost in real-time, have the shortest life-span of any senior executive, with an average tenure of less than 29 months. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Beyond Philosophy

SEPTEMBER 15, 2015

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Key Learning from 15 Years of Net Promoter Stats appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

OCTOBER 24, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

TechSee

JUNE 16, 2022

At Gartner, Michelle is a cross-practice leader of emerging theme, Digital Twin of a Customer, a co-leader of Total Experience (Top Strategic Technology Trend), and the industries lead for CX CORE (Customer Organization Relationship Experience). Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

OCTOBER 25, 2019

His latest book, The Airbnb Way , shares their insight for successful disruption and delivering an excellent Customer Experience to your customer community. Dr. Michelli says he writes about brands that take care of their people and customers in a way that differentiates them in the marketplace. Sources: AP.

Consulting 261

Consulting Consulting Technology Personalization 261

Beyond Philosophy

JULY 5, 2015

. – Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press.

Customer centricity 279

Customer centricity Complaint resolution Banking Airlines 279

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

MARCH 3, 2016

Beginning around 1995-2000, major consulting organizations began to recognize that these critical changes were likely to have profound impact on businesses. These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change. Republished with permission from CustomerThink.com.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. SaaStock North America Date: June 22-24, 2020 Location: San Francisco.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Beyond Philosophy

JUNE 1, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 210

Airlines Entertainment Consulting Consulting 210

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For instance, owning customer retention signifies direct responsibility for renewal rates.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Beyond Philosophy

MAY 12, 2015

There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs.

Personalization 369

Personalization Customer Experience Customer centricity Consulting 369

Fonolo

MARCH 6, 2019

This Canadian customer experience-obsessed organization is a vibrant and integral part of the North American CS and CX verticals. Providing frequent and fruitful networking, training, and consulting opportunities throughout the year, CSPN also hosts an annual conference that brings together important voices in customer service leadership.

CCNG 102

CCNG Customer Service Education Contact Center 102

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Callminer

JULY 15, 2019

This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. Generate and Accelerate ROI with Speech Analytics and Consulting Services featuring Ember Services. Join us to find out: Register for 1pm BST Session.

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

ChurnZero

JANUARY 13, 2022

Bill Mahoney, Chief Customer Officer, ComplySci. In his new role, Bill will be responsible for ensuring success throughout the customer entire lifecycle, from initial onboarding onward. He is a social media influencer and thought leader on customer success, innovation, and value-based technology trends. Follow Chris on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Call Experts

JULY 17, 2019

Understanding the customer lifecycle is important. . Every company needs to identify the reasons behind its decay in customer retention rates. It is essential to do an honest assessment of all factors that contribute to customer retention. Summer Conferences for Medical Professionals and Equipment Providers.

Customer Experience 66

Customer Experience Customer retention outsourcing Call Center 66

Fonolo

JANUARY 14, 2020

Top Pick: Two questions every customer service manager should be asking every day. Jeannie Walters is the Chief Customer Experience Investigator and founder of 360Connext, a global consulting firm specializing in the customer experience. . Top Pick: 5 ways to instill customer-focused values throughout your organization.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ChurnZero

DECEMBER 29, 2020

As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the on-demand sessions from the conference now.) 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

360Connext

JUNE 20, 2018

We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy. Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers?

Sales 91

Sales Customer retention Consulting Consulting 91

aircall

JULY 28, 2021

Rather than doing a job interview on a video conference, you want to go into their space and see how they value other members of staff.”. With these tools, it will be easy for your business to create and implement strategies tailored to your customers’ needs. Are you ready to improve customer retention rates for your company?

Real estate 104

Real estate call center software Call Center Wait times 104

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gamification 265

Gamification Big data Personalization Feedback 265

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 257

B2C B2B Metrics Entertainment 257

ClearAction

DECEMBER 16, 2017

Customer-facing professionals can sensitize the whole company toward the customer’s plight and priorities: (1) Make sure customer stories reflect the customer experience spectrum. (2) 2) Use creative ways to share customer stories : Intranet. Lobbies, break rooms, war rooms, conference rooms, cafeteria.

Customer centricity 63

Customer centricity Finance Engineering Customer retention 63

ClearAction

DECEMBER 16, 2017

In the conference room of a company I visited recently a poster served as a clear reminder for customer centric decision-making. Originally published on MyCustomer as Customer Centric Decisions and Customer Centric Learning. How visible is it to your employees? Image licensed to ClearAction by Shutterstock.

Customer centricity 54

Customer centricity Customer retention Consulting Consulting 54

CSM Magazine

NOVEMBER 12, 2015

At the beginning of my stint with this client, we held a “Pet Peeve Conference” to address the “pet peeves” of the owners, management, department heads and employees. This was an all day conference where solutions were developed to remove the need for internal personnel to be “peeved. About the Author.

Customer retention 49

Customer retention Consulting Consulting Enterprise 49

Outsource Consultants

FEBRUARY 22, 2025

This program should cover your company’s values, brand voice, and customer service philosophy. Many successful companies conduct regular video conferences between onshore and offshore teams to foster personal connections and cultural understanding. Create a comprehensive cultural training program for your Bangalore team.

Call Center 67

Call Center Average Handle Time outsourcing First call resolution 67