Beyond Philosophy

OCTOBER 6, 2015

The hope was the Clean Diesel would boost sales in the U.S., which accounts for only about 6% of global sales for the brand. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Banking 406

Banking Consulting Consulting Government 406

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. If you thought this blog was interesting, you might also like these: Exposed: How to Measure Your Customer’s Loyalty and CX. The post Unbelievable!

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

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. Customer Journey Management and Lifecycle Strategic Consultation.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Beyond Philosophy

OCTOBER 28, 2014

You wait because you are “service” call, and all the agents are busy with “sales” calls. Naïve and Transactions companies like to transfer a call, or tell you how important you are while you wait to be answered…sometimes for a long time. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Adrian Travis is the Founder and President of Trindent Consulting.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

FEBRUARY 24, 2015

The Relationship Between Customer Experience Management and Sales. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. If you enjoyed this post, you might be interested in the following blogs: Tricks or Treasure?

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

Beyond Philosophy

MARCH 31, 2015

One industry consultant said that the new, high-tech branches are aimed at three customer personas: busy, gadget-centric millennials, Gen X soccer moms, and baby boomers who own small businesses. Branches allow for direct contact with individuals and businesses important for the sales of financial services.

Banking 310

Banking Airlines Self service Finance 310

Beyond Philosophy

SEPTEMBER 15, 2015

If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This…. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Banking 383

Banking Telecommunications Consulting Consulting 383

ShepHyken

OCTOBER 4, 2019

As your business nurtures a personalized and fruitful relationship with customers, chances are they won’t switch brands. In the words of Gallup, a management consulting company, customer engagement is a customer’s psychological or emotional attachment to a product, company, or brand. Why do I need to engage my customers?

Benchmark 310

Benchmark Customer retention Feedback Consulting 310

ShepHyken

JULY 13, 2018

However, given the overall increased focus on customer satisfaction over the last decade or so, it makes business sense to overhaul or rethink your B2B customer experience as well. Remember, your business client is also a customer. Relationship Building in B2B for Customer Retention.

B2C 38

B2C Customer Experience B2B Journey mapping 38

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

SEPTEMBER 6, 2016

The key is to attract high-value customers by identifying high-potential prospects and delivering what they want and need. Marketing consultant and author Robert Tucker has stated, “Companies are often so concerned about attracting new customers that they denigrate their unique value proposition to loyal customers.”

Consulting 186

Consulting Consulting Customer advocacy Sales 186

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Why is this important, you might ask? The problem I see is this.

Journey mapping 185

Journey mapping Customer emotions Customer effort B2C 185

TeleDirect

JANUARY 4, 2025

Example: A missed call from a potential customer looking to purchase a product or service could mean losing hundreds or even thousands of dollars in sales. Damaged Reputation Customers expect businesses to be accessible. Impact: A quick response can turn inquiries into sales, boosting your revenue.

Healthcare 62

Healthcare Call Center call center solutions Sales 62

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. Patterson and her team spoke with the customer service teams, customers, and sales teams.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sales 103

Sales Upselling Metrics Accountability 103

aircall

JANUARY 30, 2017

Customer retention refers to how successfully a business manages to keep its paying customers. Customer retention means earning customers’ trust and repeated patronage. Why is customer retention so important? Customer retention and growth. Customer retention and churn.

Customer retention 76

Customer retention Education Self service Feedback 76

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. It’s one of the main factors to measure a business’ success.

Customer retention 59

Customer retention Finance SaaS Consulting 59

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

B2C 150

B2C B2B Customer advocacy Consulting 150

Return Customer

JULY 24, 2019

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? Real-Time Customer Support. About the Author.

Sales 90

Sales Customer retention First call resolution Advertising 90

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. It’s one of the main factors to measure a business’ success.

Customer retention 52

Customer retention Finance SaaS Consulting 52

CSM Practice

JULY 29, 2020

Customer retention is the process of engaging with existing customers to continue buying your products or services. If customer retention is poor, there is a high probability that your business is in jeopardy. Customer Retention Strategies. It’s one of the main factors to measure a business’ success.

Customer retention 52

Customer retention Finance SaaS Consulting 52

ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. Never get ghosted by a customer again. Customer Success Around the Web.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

ChurnZero

MARCH 14, 2025

And, on the flip side, what value does customer success bring to their sales counterparts as part of the broader go-to-market team? 1: Does customer success under the CRO put your customer advisor role at risk? This question has long been a major hesitation from customer success professionals about tying CS to revenue.

Upselling 52

Upselling Sales Customer retention Consulting 52

Beyond Philosophy

NOVEMBER 9, 2023

Statistic #1: Gallup Analytics says companies that apply the principles of behavioral economics can outperform their competition by 85% in sales growth and more than 25% in gross margins. I have long been an advocate of focusing on customer retention over acquisition. It cripples their customer-driven growth. Click here.

Customer retention 195

Customer retention Sales Consulting Consulting 195

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. How to enhance customer service with a consultative approach by Andrea Grodnitzky. Washington University in St.

Customer Service 127

Customer Service Consulting Consulting B2C 127

Taylor Reach Group

MARCH 10, 2020

Or maybe, the company wants to develop a CX strategy but sales, new product launches, etc. What can the call center do to improve the customer experience while demonstrating how it can contribute to company revenue? The sales rep returned with them as well as 5 other similar style boots in my size. The rep anticipated my needs.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Call Center Weekly

AUGUST 1, 2018

By Sean Hawkins Who should be in charge of your company's social media, Customer Service, Marketing, or perhaps Sales? The sales team will obviously want to increase sale opportunities, while the support team will want to assist and engage customers. This leads to a better overall experience for the customer.

Management 136

Management Government Contact Center Sales 136

ShepHyken

NOVEMBER 27, 2023

20+ Customer Experience Statistics for 2023 by Fernanda Alvarez Pineiro (Startups.co.uk) First impressions go a long way and that is certainly true when it comes to customers piecing together their opinion of your business. As a business, you should be thinking about ways to improve the customer experience to stay competitive.

Customer Service 184

Customer Service Morale Customer retention Marketing 184

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

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. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Outsource Consultants

FEBRUARY 5, 2025

Yet, for businesses looking to expand their reach, generate leads, and boost sales, outbound call center services are a critical asset. Outbound call centers focus on proactive customer outreach for various purposes, including: Telemarketing : Promoting products or services to potential customers. sales, appointments).

outsourcing 67

outsourcing Call Center Sales Gamification 67

ClearAction

DECEMBER 13, 2017

Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.

Customer centricity 54

Customer centricity Sales Entertainment Government 54