Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Surveys 279

Surveys Enterprise Consulting Consulting 279

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. . – Shep Hyken. What You Can Do.

Feedback 256

Feedback Customer Experience Abandon rate Surveys 256

Beyond Philosophy

FEBRUARY 6, 2021

Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making. Key Ideas to Improve your Customer Experience. 24:24 Wilson shares what her team looks for to resolve poor financial decision-making in their customers.

Finance 482

Finance Consulting Consulting Customer Experience 482

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 287

Customer Experience Airlines Customer centricity Surveys 287

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. To that end, in this episode we share the five rules of a successful customer experience implementation. Key Ideas to Improve your Customer Experience. Complete this short survey.

Customer Experience 284

Customer Experience Consulting Consulting Metrics 284

Beyond Philosophy

JULY 17, 2021

After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Key Ideas to Improve your Customer Experience.

Marketing 273

Marketing Customer Experience Consulting Consulting 273

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. Key Ideas to Improve your Customer Experience. Complete this short survey. How can we help?

outsourcing 273

outsourcing Customer Experience Consulting Consulting 273

Beyond Philosophy

JULY 16, 2022

They are implementing a Voice of Customer program to identify critical improvements necessary for the organizations. Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Complete this short survey.

Surveys 394

Surveys Consulting Consulting Customer Experience 394

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Here are my top five picks from last week.

Customer Service 394

Customer Service Consulting Consulting Surveys 394

Beyond Philosophy

FEBRUARY 13, 2021

Understanding customer triggers. Distract your customer from their existing habit. Key Ideas to Improve your Customer Experience. Here are the critical points we make regarding each of the 5 rules: Understand your customer habits. Complete this short survey. Customer Experience Information & Resources.

Government 448

Government Consulting Consulting Customer Experience 448

Beyond Philosophy

OCTOBER 2, 2017

As a Customer Experience professional, understanding three trends today is imperative. However, if you can accept them, you are poised not only to deliver an excellent experience, but you will also position yourself to move it to the next level of greatness. Every Customer Experience professional wants to build customer loyalty.

Customer Experience 573

Customer Experience Customer emotions Consulting Consulting 573

Beyond Philosophy

MAY 8, 2021

We also explain what happens to your relationships with customers when you lie to them. Key Ideas to Improve your Customer Experience. Author, consultant, and investor Nir Eyal, breaks down lying into a 2 x 2 framework. Complete this short survey. Customer Experience Information & Resources.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

Beyond Philosophy

JUNE 12, 2021

These things are part of three news stories that can provide insight into improving your Customer Experience. Like you can learn from other people’s experiences, you can learn from other people’s mistakes. Key Ideas to Improve your Customer Experience. Complete this short survey. How can we help?

Customer Experience 259

Customer Experience Consulting Consulting Surveys 259

Beyond Philosophy

MAY 15, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. I founded Beyond Philosophy in the UK back in 2002.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

OCTOBER 15, 2015

State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. It’s the law of Customer Experience Supply and Demand: they demand it so you better supply it! They evoke the wrong Customer emotions during the experience. Customers are a demanding lot.

Customer Service 379

Customer Service Multichannel Self service CRM 379

CCNG

AUGUST 16, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. The JLL Retail survey predicted that holiday spending is expected to grow by 6% this year. The survey results also showed: Holiday Shoppers are starting early. Consumer confidence is a funny thing.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. Complete this short survey.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

CCNG

JUNE 5, 2024

In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized. Other organizations use survey scores to set a bonus plan for their employees. Have you been asked to do this?

Surveys 195

Surveys Construction CCNG Feedback 195

Beyond Philosophy

AUGUST 21, 2020

If I have a fantastic or terrible experience at a restaurant, I am more likely to write a review than if it was okay or even pretty good. It also means that you don’t get a representative sample of surveys. Also, your situational proximity to the experience you review matters. However, will that always be the case?

Transportation 448

Transportation Surveys Consulting Consulting 448

ShepHyken

FEBRUARY 20, 2024

She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created. Our customers’ time is precious, and we must respect it. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,”

Metrics 401

Metrics Customer Service Consulting Consulting 401

Beyond Philosophy

APRIL 24, 2021

He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. We created a fictional restaurant called Hamilton’s Fine Dining, which, you can imagine, had no budget at all for Customer Experience Design.

Customer Experience 221

Customer Experience Consulting Consulting Enterprise 221

Beyond Philosophy

MAY 25, 2022

In this episode, we host Thomas Goodmanson , President and CO of Calabrio , a global Customer Experience intelligence company that builds software to enrich customer interactions. Key Ideas to Improve your Customer Experience. Complete this short survey. Customer Experience Information & Resources.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Beyond Philosophy

OCTOBER 8, 2022

In this episode, we talk with special guest Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , about using video in a Customer Experience. Key Ideas to Improve your Customer Experience. Complete this short survey. Customer Experience Information & Resources.

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221

Beyond Philosophy

AUGUST 27, 2022

Key Ideas to Improve your Customer Experience. Complete this short survey. Customer Experience Information & Resources. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. ” However, intuition lives squarely in our brains.

Consulting 354

Consulting Consulting Surveys Customer Experience 354

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. He shares his expertise and examples of how organizations can use both sound and smell to deliver the experience that evokes the proper emotions that can lead to customer-driven growth. Key Ideas to Improve your Customer Experience.

Transportation 369

Transportation Consulting Consulting Call Center 369

Beyond Philosophy

JULY 24, 2021

For three years running, Beyond Philosophy has been recognized by Financial Times as a leading management consultancy organization. I have used it to help organizations that hire us to improve their Customer Experiences to build their teams. Key Ideas to Improve your Customer Experience. Complete this short survey.

Customer Experience 195

Customer Experience Consulting Consulting Surveys 195

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level. Actions speak louder than words.

Surveys 343

Surveys Big data Engineering Advertising 343

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%.

Surveys 182

Surveys Contact Center Consulting Consulting 182

Beyond Philosophy

AUGUST 20, 2020

If I have a fantastic or terrible experience at a restaurant, I am more likely to write a review than if it was okay or even pretty good. It also means that you don’t get a representative sample of surveys. Also, your situational proximity to the experience you review matters. However, will that always be the case?

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

OCTOBER 23, 2021

Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there. Not long after that, Joe Pine co-authored a book called The Experience Economy , that changed the way at looked at the future of business.

Customer Experience 195

Customer Experience Consulting Consulting Customer emotions 195

Beyond Philosophy

MAY 17, 2017

CX Data platforms are growing in popularity by those that seek to improve their Customer Experiences. These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. Act Now to Turn Customer Pain Points into Pleasurable Profits.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

SEPTEMBER 28, 2016

They did say this to users on Thursday: Feeling Vulnerable in a Customer Experience. When it comes to Customer Experience, how we feel is a critical part of it. How customers feel about a brand affects their loyalty to it. Psychologically speaking, it becomes part of the brand and interferes with customer loyalty.

Accountability 419

Accountability Big data Sales Consulting 419

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. The key question then becomes, do these automation technologies hurt the customer experience or enhance it and what impact, if any, has the pandemic had on people’s interactions with contact centres? Make the Most of Automation.

Interactive Voice Response 370

Interactive Voice Response Customer centricity Consulting Consulting 370

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic.

Customer Experience 200

Customer Experience Consulting Consulting Technology 200