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

JANUARY 12, 2015

And, to parallel this, academics were actively studying the impact of emotions on various types of perception and decision-making. There has been a great deal of this, on subjects ranging from metaphor elicitation to emotional and personalized weight processing.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

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. In other words, Pine says if customer service is time well-saved, Customer Experiences are time well spent.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

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. I feel that in today’s age of multi-channel options for Customer “calls” it is important to note that call routing and answering applies to all channels, whether there is a call or not.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

DECEMBER 23, 2014

I wish it were as simple as just asking your Customers what they want and getting the real answer. It isn’t of course, because sometimes the Customer might not even know. Here’s where it’s important to consider the causes of emotions and the personality types of the Customers you serve.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

FEBRUARY 3, 2015

As Aagaard points out, which gym a person joins is often driven by where the gym is. When you frame the CTA in terms that let the Customer know what he or she is getting by pressing it, it is far more helpful at getting them to make a decision to move forward in the process. . < So, the company added the words “Find your gym.”

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

OCTOBER 24, 2014

Over time, however, it’s clear that while the technical aspect is important, the personality and attitude of your job candidates are critical to improving your Customer focus in your experience. Setting a standard for recruitment that looks at more than technical ability. If you would like to follow Beyond Philosophy click here.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Toister Performance Solutions

JUNE 1, 2017

per person , per month, and discounts are available for teams of 5 or more. Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course. Hold it in-person if possible, or via Skype or web-conference if your team is remote.

Customer emotions 62

Customer emotions Consulting Consulting Personalization 62

ProProfs Blog

JUNE 21, 2019

Understand Customer Retention. Let’s first get a definition of customer retention. According to the Growth Marketing Conference, customer retention “[…] refers to efforts by a business to keep customers from defecting.” Use Personalized Marketing & Promotional Messages.

Customer retention 95

Customer retention Sales Marketing Scripts 95

CX Global Media

APRIL 10, 2017

And you’d like it to be easily accessed by you and easily viewed by customers. And Pete Jones, CEO of Grypp shared his perspective in our interview at the PACE Conference after my demo of his product. Emotion Wins Every time. The customer likes you personally : We all go above and beyond for our friends.

Sales 120

Sales Contact Center Customer effort Call Center 120

Beyond Philosophy

JUNE 4, 2015

To understand customers, the effective enterprise needs to think in human, emotional terms. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Are customer experiences ‘human’ and branded?

Airlines 360

Airlines Marketing Enterprise Advertising 360

Callminer

AUGUST 6, 2019

IVR speech recognition and speech-to-text features do the heavy lifting ordinarily done by live agents while personalization tools help tailor calls for good customer experience. Providing employees with timely and relevant customer feedback is the most direct way to engage them in improving CX. Customers expect nothing less.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Beyond Philosophy

JUNE 11, 2015

Consumers seem to be increasingly aware of the benefits, in both purchases and information, that they are providing to vendors, and they are putting more and more pressure on these companies, in both loyalty programs and the act of shopping and the purchase transaction itself, to provide more personal value.

Gamification 265

Gamification Big data Personalization Feedback 265

Beyond Philosophy

JUNE 23, 2015

One of the important ways both online and offline companies can discipline themselves to avoid the Casanova Complex is to apply personalization in all contact with customers, both new and established. This, at least, gives companies a better chance of establishing the basis of a value-based, viral relationship with these customers.

Marketing 246

Marketing Wireless Advertising Revenue potential 246

Beyond Philosophy

AUGUST 13, 2015

In 1970, Greenleaf Greenleaf identified ten principles in his essay, The Servant As Leader, all of which can apply directly to how leaders help generate a customer-centric culture and create lasting value for all stakeholders: – Listening – being receptive, and understanding stakeholder needs. Are the followers reaching their potential?

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

Beyond Philosophy

JUNE 29, 2015

Online community has the power to help bring back customer and public trust in Target, through collaborative dialogue and assurances that the company is serious about taking responsibility for the data issues, and letting consumers know that strategic plans and processes are in place to fix the problems.

Wireless 257

Wireless Banking Enterprise Accountability 257

Beyond Philosophy

JULY 5, 2015

Recognizing the information needs of their customers, they invest in altruistic content creation (over advertising); and they communicate proactively and in as personalized a manner as possible. Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

DECEMBER 14, 2015

In 1970, Greenleaf Greenleaf identified ten principles in his essay, The Servant As Leader, all of which can apply directly to how leaders help generate a customer-centric culture and create lasting value for all stakeholders: – Listening – being receptive, and understanding stakeholder needs. Are the followers reaching their potential?

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Beyond Philosophy

JUNE 2, 2015

As the individual designated to do all of the food shopping for our family, the weekly experience is rarely something to be identified as a personal delight; but, at Wegmans, it is not a chore and is often pleasurable. Stores are attractively laid out, almost like an old-world open-air market.

Customer centricity 244

Customer centricity Construction Marketing Enterprise 244

Beyond Philosophy

JUNE 11, 2015

Personal Note: Geographically, Acme is the closest supermarket to my home. Insofar as post-elimination of their loyalty program, my visits have dramatically reduced; and, when stopping at the store for odd items outside of regular supermarket trips, there is no evidence of a difference in pricing, product variety, operations, or culture.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

PeopleMetrics

MAY 12, 2022

In this hotel example, the sample customer is a frequent solo business traveler, married, age 40, in town for a professional conference. Once the customer has converted, the hotel can measure impact through satisfaction surveys , in-person feedback, and add-on purchases.

Journey mapping 62

Journey mapping B2C Feedback B2B 62

Beyond Philosophy

JUNE 1, 2015

The example cited is Starwood Hotels and Resorts where, through its Starwood Preferred Guest (SPG) program, there is a focus on personal leisure travel rewards for high-spending frequent guests. Allocate Loyalty Reinvestment to the Most Valuable Customers.

Airlines 210

Airlines Entertainment Consulting Consulting 210

JivoChat

JULY 21, 2021

You might use social posts to build customer relations by offering swift responses to customer queries and messages. A Facebook post from clothing retailer Express that demonstrates how social posts can improve customer relations. Or, consider seeking customer feedback through Google, Facebook, or Yelp reviews.

Chatbots 52

Chatbots B2C CRM Customer retention 52

Beyond Philosophy

JULY 14, 2015

There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided. It’s true in friendships, marriages, and yes, even business relationships.

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366