Beyond Philosophy

SEPTEMBER 18, 2016

However, it looks bad, and looking bad, after damaging customer’s trust, is almost as bad as actually being bad. A Customer Experience has several influences. We define it as a perception of the rational, physical, emotional, subconscious and psychological interaction a customer has with an organization. Or will it?

Banking 416

Banking Construction Accountability Sales 416

Beyond Philosophy

JANUARY 21, 2020

The more your customers buy from you, the more you improve your bottom line, not only in increased sales but also in decreased customer acquisition costs. Improving your Customer Experience to foster customer loyalty is often an expense that senior management can get behind. How memory works is a fascinating thing.

Construction 300

Construction Consulting Consulting Customer Experience 300

Customers That Stick

DECEMBER 18, 2014

Personalization < Privacy. Customer Service < Customer Experience. I had to learn how to plan and conduct conferences during which we would have constructive conversations about individual and parent-teacher “team” objectives and desired outcomes. Paper > Plastic. Mac > PC.

Customer Experience 162

Customer Experience Construction outsourcing Education 162

Beyond Philosophy

MAY 8, 2019

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). It’s part of the brand and its relation to Customer Experience. Then, it can become experience-specific. We did some work with a construction equipment manufacturer.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

JUNE 15, 2023

Nevertheless, we treat them as if they’re an entity, almost human-like, and we form something close to a personal connection with them. However, this part isn’t relevant to customers. These include: Focus on emotional benefits and value to your customers, not just on product features. Brands have personalities.

Banking 363

Banking Construction Accountability Advertising 363

Beyond Philosophy

MARCH 20, 2020

If you’re trying to judge the likelihood of something happening, the easier it is for you to remember instances of it or construct a scenario where it could happen, then that’s reasonable, some of the time, for assuming its prevalence. Making Your Brand Available to Customers. Also, having a more vivid message could help.

Marketing 427

Marketing Consulting Consulting Construction 427

CCNG

FEBRUARY 15, 2023

But fundamentally, isn’t customer experience about building customer relationships one customer at a time? What role can your customer service organization play in helping to support the construction of strong customer relationships? We are all customers. IT DOESN’T MATTER…B2C OR B2B.

Personalization 150

Personalization CCNG Customer Service B2C 150

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more.

Construction 232

Construction Customer Service Feedback Customer retention 232

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Take responsibility.

Management 273

Management Customer Experience Customer Service Coaching 273

Beyond Philosophy

SEPTEMBER 20, 2018

If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. When a person doesn’t feel safe to tell the truth, they won’t do it. Watch the reaction.

Construction 341

Construction Consulting Consulting Customer Experience 341

Beyond Philosophy

FEBRUARY 28, 2017

Tillerson’s remark led me to think about new employees generally, and my experiences over the years, both as an employee and as as the CEO of our customer experience consultancy, Beyond Philosophy. Learn about the company culture and the personalities that inhabit it. 8. Find constructive ways to say “No.”

Construction 327

Construction Feedback Consulting Consulting 327

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Defining Proactive.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

AWS Machine Learning

NOVEMBER 7, 2024

Generative AI has transformed customer support, offering businesses the ability to respond faster, more accurately, and with greater personalization. AI agents , powered by large language models (LLMs), can analyze complex customer inquiries, access multiple data sources, and deliver relevant, detailed responses.

APIs 124

APIs Enterprise Automotive Customer Support 124

Beyond Philosophy

JULY 18, 2024

Listen to the podcast: I often say there is never one thing happening in a Customer Experience ; instead, there are multiple things at work. Therefore, one theory or concept will not explain your customers’ behavior; instead, you need the effects of several combined theories. All this to say, it’s complicated.

Customer Experience 195

Customer Experience Construction Surveys Education 195

AWS Machine Learning

OCTOBER 6, 2023

The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors.

Personalization 131

Personalization Engineering Construction Transportation 131

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. No Jitter) Especially now, customers crave humanized experience and personal touch when it comes to service and support.

Customer Service 173

Customer Service Construction B2C B2B 173

ShepHyken

DECEMBER 23, 2016

Sharing some of the customer-service snafus with friends and colleagues, we’ve discovered that these happenings are all too common for the construction industry. Reflecting on our experiences and hearing the tales of woe from others, I’ve put together “10 Lessons Learned” to help you survive your next customer-service nightmare.

Customer Service 222

Customer Service Construction Personalization Management 222

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer centricity 244

Customer centricity Construction Marketing Enterprise 244

PeopleMetrics

SEPTEMBER 17, 2015

Motivating Customer Experience Improvement. Rather, it’s meant to illustrate the duality of every person. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. Which made the rest of us the big, dumb elephant. Why should they care?

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

Beyond Philosophy

DECEMBER 9, 2021

Having a larger scale for respondents to choose from is also essential to help you get more detailed about what is happening in your Customer Experience and producing the passive score. NPS is an excellent tool, but other things should supplement it, like the Customer Experience Design.

Construction 221

Construction Feedback Surveys Sales 221

The Petrova Experience

DECEMBER 17, 2024

It is a customer experience checklist. How Investments in Airports of the Future Fuel Customer Experience Excellence Today, it is fairly common for the average person – even the average CEO – not to fully understand blockchain or biometrics. This will enhance overall customer experience.

Transportation 75

Transportation Best practices Construction Wait times 75

Beyond Philosophy

DECEMBER 12, 2017

While all of this reads well, the planned modifications are the kind of inside-the-dots, rather conservative approaches most would expect from a mass discount retailer in search of customer experience enhancements. Speaking on a personal level, at Wegmans shopping is not a chore and is often pleasurable. Don’t think so.

Customer Experience 150

Customer Experience Construction Consulting Consulting 150

SharpenCX

FEBRUARY 24, 2023

A study by Walker found that 80% of consumers expected personalized customer service from businesses across all sectors – and they’re willing to pay more for it, too. In today’s digital age, you can no longer afford NOT to provide personalized experiences for your customers. faster than their competitors.

Banking 76

Banking Personalization Customer Experience Chatbots 76

Beyond Philosophy

MARCH 12, 2022

Also, like your personal relationships, they can weather a little bad news without ending them. This episode focuses on how to create these emotional bonds with your customers and foster customer loyalty. We explain why emotional bonds protect you in business relationships and how to lay the foundation for customer loyalty.

Banking 39

Banking Construction Consulting Consulting 39

ShepHyken

JULY 1, 2016

Open up the line of communication with your employees to evaluate your current processes and reach your customer experience goals. Some ideas for fostering the line of communication for your employees are: Focus on personal awareness and understanding. Don’t make the corporate brand and the personal brand compete.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

ShepHyken

JUNE 19, 2018

Hearing from a peer, even if it is constructive feedback, has a better impact on employees. Finding a top performer to train their peers improves the employee experience, which in turn improves the customer experience. Customers will find someone else if they do not have confidence in your business.

Construction 192

Construction Coaching Employee engagement Feedback 192

Beyond Philosophy

APRIL 18, 2019

Too many choices in your Customer Experience are a terrible thing. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience. However, you can take action to make decision-making easy for your customer.

Construction 319

Construction Benchmark Consulting Consulting 319

Beyond Philosophy

MARCH 17, 2022

When you do things the other person doesn’t like, that’s a withdrawal. . Consider your personal relationships. What makes that person loyal to you? We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy. Individuals have business and personal needs.

Banking 195

Banking B2C B2B Construction 195

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Experience 133

Customer Experience Construction Technology Customer Service 133

ijgolding

AUGUST 20, 2015

I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. I personally was not a fan of many of the desert options. This restaurant is AMAZING value for the quality of the whole Customer Experience.

Customer Experience 121

Customer Experience Construction Feedback Customer retention 121

CCNG

JUNE 5, 2024

Customers Surveys should exist for one reason: To open up a communication channel between you and your customers! When surveying your customers, do they get the impression that you want their honest feedback, even if it is constructive and not artificially loaded with the top ratings? Keep it short! Informal Feedback.

Surveys 195

Surveys Construction CCNG Feedback 195

Beyond Philosophy

DECEMBER 2, 2021

So, the question I pose today is, what part of your customers’ past would they want to relive? . For example, at our global Customer Experience consultancy, we take clients on study tours. These tours are a behind-the-scenes look at organizations that we admire for their outstanding Customer Experiences.

Entertainment 221

Entertainment Construction Consulting Consulting 221

Callminer

APRIL 30, 2020

The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

TeleDirect

MARCH 13, 2025

Improves Customer Satisfaction Well-trained agents handle calls more effectively, leading to higher satisfaction rates. Creates a more personalized customer experience. Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Beyond Philosophy

FEBRUARY 24, 2022

We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. I ask senior executives three questions about their Customer Experience. They are: What’s the experience you are trying to deliver? Rule #4: Be concise.

Consulting 221

Consulting Consulting Customer emotions Construction 221

CSM Magazine

MARCH 6, 2025

Customer experience (CX) is everything. A well-designed Shopify store makes shopping a breeze, leading to loyal customers and a booming business. It’s simple: great experience equals repeat business. It’s simple: great experience equals repeat business. It’s a really popular platform.

Abandon rate 52

Abandon rate Upselling Construction Feedback 52