ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D.

Technology 256

Technology Customer Experience Personalization Engineering 256

Beyond Philosophy

AUGUST 8, 2024

Chances are, if the electrician had known that or consulted with the plasterer, he would have cut the holes the way the plasterer needed them. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference.

Consulting 195

Consulting Consulting Marketing Sales 195

Satrix Solutions

JANUARY 2, 2019

With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. Which is why attending conferences are paramount for professional and personal development. Up to date information can be found here. Gainsight Pulse 2019. Dates: May 20-23, 2019.

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

Beyond Philosophy

JUNE 4, 2020

Sutherland says that what used to kill video conferencing was that the least technological person determined the video conference’s quality. Sutherland doesn’t think most organizations, and particularly management consultants, have been immune to trading ingenuity for certainty. Few hands go up.

Consulting 390

Consulting Consulting Advertising Analytics 390

Nicereply

MARCH 23, 2021

We’ve linked each person to their Twitter feed so you can follow them. Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Call Experts

OCTOBER 23, 2019

Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs. Customer service teams must be developed to offer scalable personalized support. How to Provide Personalized Customer Service. Summer HR Conferences. A quick recap. (1)

Personalization 53

Personalization Customer Service outsourcing Self service 53

Beyond Philosophy

AUGUST 1, 2024

Will AI get inside the imaginary heads of the people it creates as the target audience and then predict a response that would accurately mimic a real person in the real world? My global Customer Experience consultancy worked with a sales organization where many sales occurred in the evenings. What Do We DO with These Mental Models?

Customer Experience 195

Customer Experience Advertising Sales Consulting 195

Beyond Philosophy

FEBRUARY 5, 2015

In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. Many years ago, I decided to be a conference speaker on Customer Experience. I hesitated.

Consulting 221

Consulting Consulting Finance Education 221

CX Accelerator

NOVEMBER 11, 2022

While not required, the person in this role is often an extroverted visionary. Empathy and sensitivity are the traits you would look for in a person managing an EX program. The first person we would hire would be the Head of CX. So the second person we would hire would be a Customer Insights Manager.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage.

B2B 385

B2B Journey mapping B2C Telecommunications 385

Beyond Philosophy

MAY 15, 2021

Emotions drive value in business relationships the same way they do in personal ones; how business customers feel in your experience is essential to manage. Join this three-day, virtual conference to discover tools and techniques that can help you build enduring customer relationships. Recognize that customer emotions apply.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

Jon Arnold

DECEMBER 17, 2019

First, I’ll be moderating a panel of consultants on Wednesday at 11:05 - Conversational AI and the Enterprise. Later that night, the consultants and I will revert to black attire, and do our thing as the SIPtones. How fun is that? Details are here on the event website , and updates will be coming, including a podcast.

Consulting 52

Consulting Consulting Enterprise Personalization 52

bold360 Blog

JANUARY 29, 2020

So with an eye on the future, the CXNext crew sat down with Jon Stine, Lead at the Open Voice Network, to discuss key insights from the conferences and also what to expect with voice AI, his specialty. With a proliferation of technology, personalization is more critical. Personalization was a common theme at CES and NRF.

Employee engagement 52

Employee engagement Technology Chatbots Personalization 52

Beyond Philosophy

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. I am pleased to be doing a keynote speech at the next Satmetrix Conference in New Orleans in May. The post How Biased Are Your Customers?

Consulting 281

Consulting Consulting B2B Customer Experience 281

Beyond Philosophy

MARCH 10, 2015

Apologize in person. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.” Most people can forgive a person for making a mistake. She gives us all a great list that includes: Act quickly. Explain what happened.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Spearline

JANUARY 13, 2023

About Enterprise Connect Enterprise Connect brings corporate IT decision makers together with the industry’s vendors, channel partners, analysts and consultants to focus on the issues central to enterprise communications and collaboration. As an exhibitor, we have an exclusive discount code to offer you.

Enterprise 98

Enterprise Telecommunications Consulting Consulting 98

AWS Machine Learning

NOVEMBER 22, 2024

This post and the subsequent code implementation were inspired by one of the International Conference on Machine Learning (ICML) 2024 best papers on LLM debates Debating with More Persuasive LLMs Leads to More Truthful Answers. It uses a different dataset, TofuEval. It is used to measure the baseline performance on pre-trained LLM knowledge.

Consulting 66

Consulting Consulting APIs Calibration 66

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.

Consulting 207

Consulting Consulting Benchmark Customer Experience 207

Beyond Philosophy

NOVEMBER 18, 2014

Companies that have a Customer-centric culture do not require any one person to own the organization, it is as they say, part and parcel of the experience. Companies that are not there yet often have a Customer Experience executive on staff that coordinates the effort. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

MAY 30, 2016

As Customer Experience Consultants, we talk about White Lab Coat moments , which describe how you make a judgment about something based on the appearance of an icon. Most people applied shocks marked “XXX” to the other person merely because the person telling them to was wearing a white lab coat, an icon of authority.

Consulting 283

Consulting Consulting Personalization Accountability 283

Beyond Philosophy

JANUARY 28, 2015

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. I would argue you should never be this person whether it’s your first 90 days or not! Personally, I value people who challenge me in a positive way… this means not just saying “Yes!”

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

AUGUST 17, 2023

Time Well Spent Pine developed the Time Progression with his collaboration partner and colleague Dave Norton, founder of Stone Mantel and Insights Consultancy. Pine picked up this idea from a speaker at a conference where Pine was also giving a presentation. Instead of providing a better experience, it’s worse and less personal.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Spearline

MARCH 2, 2022

About Enterprise Connect Enterprise Connect brings corporate IT decision makers together with the industry’s vendors, channel partners, analysts and consultants to focus on the issues central to enterprise communications and collaboration. As an exhibitor, we have an exclusive discount code to offer you.

Enterprise 98

Enterprise Telecommunications Consulting Consulting 98

Beyond Philosophy

APRIL 15, 2019

We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. 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. Communicate.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. As Aagaard points out, which gym a person joins is often driven by where the gym is. Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. So, the company added the words “Find your gym.” 4 September 2014. <

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

MARCH 5, 2015

Personally I hate it when you hear, “This flight is delayed because the inbound aircraft was late.” Second, they are going to explain better “why” they were late (which was because they are updating their fleet with larger aircraft that take longer to load and unload). I know that! WHY was it late is always my thought….

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ”

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

OCTOBER 28, 2014

Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. The idea is that personal exchanges and connections are encouraged, whether it’s through the phone, an SMS exchange, Email or Chat. They might even encourage the use of Skype! Area 4: Mobile.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ShepHyken

OCTOBER 26, 2018

One of the staff led me to a conference room that was being used for overflow luggage that day. A short time later, another hotel staff person came into the room, looked around and left. Because I had a little time to kill before a meeting and inquired about a place I could do some quiet work.

Consulting 290

Consulting Consulting Sales Marketing 290

CSM Magazine

SEPTEMBER 27, 2023

To add value to your services, consult a metaverse developer to determine how useful the technology can be to your business. The data helps generate impactful insights, enabling businesses to analyze customer behavior and offer personalized experiences. Holding shopping events on metaverse spaces is another way of marketing a brand.

Technology 59

Technology Real estate Entertainment Consulting 59

ShepHyken

MAY 1, 2020

Demonstrate your concern for your employees, their very real fears and anxieties, not only professionally and economically, but socially and personally. Send people updates and regular communication, even if there is not a lot of new information and the message is largely personal. Be Exceedingly Human.

Government 312

Government Consulting Consulting Personalization 312

Beyond Philosophy

NOVEMBER 19, 2020

” Pine says Customer Experiences should be memorable, personal, and emotionally engaging, so customers value the time they spend with your company. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

NobelBiz

AUGUST 13, 2024

For call centers, knowing who is calling can help personalize the customer experience. This is crucial for ensuring that customers are connected to the most appropriate person to handle their inquiry. Conference Calling Conference calling enables multiple participants to join a single call, facilitating group discussions and meetings.

voip 52

voip Call Center Interactive Voice Response Customer Service 52

Momentum Telecom

JULY 11, 2024

Key Facts About VoIP Call Routing With VoIP call routing, customers can dial into one central business line with automated processes that route their call to the best available agent, wherever that person might be. You never have to wait to consult with home base with VoIP call routing. Video conference from your car.

voip 52

voip Wireless Consulting Consulting 52

CX Global Media

JULY 12, 2019

Beyond a Conference to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning portal. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Beyond Philosophy

OCTOBER 25, 2019

As a consultant for these brands, he gets an insider position that allows him to collaborate and share their story to others. Dr. Michelli is quick to say that not all Airbnb hosts are great, but the ones that get it right execute the best of personal care. Getting your Customers’ Needs Met is Vital.

Consulting 261

Consulting Consulting Technology Personalization 261