Beyond Philosophy

SEPTEMBER 10, 2022

Did you take up a hobby or a new exercise program? We undertake this exercise by asking a lot of questions. Complete this short survey. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. What did you do during the lockdown? The post The Big Miss!

Consulting 170

Consulting Consulting Finance Healthcare 170

Beyond Philosophy

JANUARY 28, 2023

14:25 Colin poses the next question about the data used to segment customers and whether it is meaningful for this exercise (spoiler alert: if it involves small, medium, and large, then it isn’t). Complete this short survey. 11:42 We lead into the first question about segmentation and how it should serve your organization.

Consulting 221

Consulting Consulting Sales Surveys 221

Beyond Philosophy

JANUARY 2, 2021

In this episode, we discuss this exercise’s critical question to present a new experience for your customers. 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months. 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months.

Education 170

Education Consulting Consulting Customer Experience 170

Beyond Philosophy

APRIL 21, 2021

Ten-Pow has been consulting in Customer Experience for over two decades. Ten-Pow says that there is a common misconception around Customer Experience that it is a “feel-good” exercise with no tangible benefits for the brand. Complete this short survey. Key Ideas to Improve your Customer Experience. How can we help?

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

APRIL 2, 2022

This exercise demonstrates how customers’ expectations develop. Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. appeared first on CX Consulting. So, how did these images and adjectives get there?

Journey mapping 34

Journey mapping Construction Consulting Consulting 34

ProProfs Blog

JUNE 26, 2019

To make your survey design process easier, we have compiled a comprehensive survey question bank that covers the most basic questions to the most detailed ones across industries. Customer Survey Questions. Human Resource Survey Questions. Market Research Survey Questions. Education Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

Beyond Philosophy

MARCH 7, 2024

My global Customer Experience consultancy developed a research methodology that defines the hidden impact of your experience on customer behavior. Emotions are why people will say one thing on a survey and, in real life, do something else completely. The survey responses came back that people wanted the option to get a salad.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! On a practical level, Killip says their clients survey consumers to understand consumers’ views and what they’re doing, thinking, and feeling to feed into their customer strategy.

Surveys 195

Surveys Consulting Consulting Metrics 195

Beyond Philosophy

DECEMBER 17, 2022

Usually, we want to stop having bad ones, i.e., start losing weight and exercising, quit biting nails, or to stop smoking or drinking so much. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Complete this short survey. Please tell us how we are doing!

Consulting 150

Consulting Consulting Surveys Customer Experience 150

Interaction Metrics

AUGUST 14, 2024

If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm. A customer service consulting firm can transform your company into one where customer service creates loyal customers who will help grow your company through their loyalty and positive word-of-mouth marketing.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. This model also powers our B2B Trust Evaluator , which is more than ‘just another survey’!

B2B 130

B2B outsourcing Customer centricity Consulting 130

aircall

JANUARY 16, 2017

Nevertheless, putting together an effective and useful customer satisfaction survey isn’t as straightforward as you might think. Why an effective customer satisfaction survey matters. First, let’s look at how crafting an effective customer satisfaction survey can benefit your business. In-app surveys.

Surveys 80

Surveys Brand ambassadors Feedback Customer retention 80

CX Journey

NOVEMBER 2, 2016

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. Who is the manual geared toward?

Consulting 67

Consulting Consulting Customer Experience Feedback 67

HGS

NOVEMBER 19, 2014

Hire a consultant, a partner, or do it yourself but test your current customer touch points be it by phone, web site, email, chat, video, text, etc. Additional information can come from many other sources as well , including speech and text analytics, CRM data, customer surveys, online reviews, or social media monitoring.

Business Process Outsourcing 130

Business Process Outsourcing outsourcing Interactive Voice Response Analytics 130

Taylor Reach Group

AUGUST 26, 2020

Keep in mind that only a small percentage of customers complete surveys (higher percentage if calling). So you need to initiate enough surveys to get a reasonable sample size. A common error and observation in these exercise is to only focus on live contacts. One way to measure FCR is to ask your customers!

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Indeed, experts encourage companies to focus on team-building exercises to enhance loyalty and engagement in their remote workforce.

Employee engagement 108

Employee engagement Morale call center software Consulting 108

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

Consulting 126

Consulting Consulting Metrics Feedback 126

ijgolding

OCTOBER 28, 2015

It is not a mental exercise, but requires literally walking in the customer’s shoes through the service in question. These are the things that participants don’t mention in surveys or focus groups. Traditional market research focuses on finding “truths” through asking hundreds of customers to fill out a survey or rate a service.

Customer Experience 127

Customer Experience Banking Journey mapping Education 127

Taylor Reach Group

MARCH 26, 2019

There is no question that customers are the best source in providing such measurement but surveying customers could become a costly exercise. To find out more about how Taylor Reach can help your company with [TOPIC], CLICK HERE to schedule a free consultation. Definition and Measurement.

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

PeopleMetrics

OCTOBER 3, 2019

No matter what, your VoC partner should certainly have an implementation team that sets up your VoC — including survey design, programming, dashboard creation, user setup, and ensuring your customer list is ready to go once you are ready to begin. Check off the essentials. How many new business leads have been generated as a result of VoC?

Surveys 59

Surveys Technical Support Analytics Consulting 59

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Here at PeopleMetrics, I encourage my team to create surveys and feedback mechanisms that somebody can complete while standing in the line at the supermarket.

Feedback 85

Feedback Surveys B2B Call Center 85

CSM Magazine

DECEMBER 10, 2021

As a CX consultant with decades of experience in contact center solutions, Avtex has a unique viewpoint to the changing landscape of both CX and EX best practices. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization. About the Author.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

CX Journey

MARCH 21, 2018

By that I mean that they have no allocated financial resources for improvements to be made as a result of the learnings from surveys and other listening posts, journey mapping, and other customer experience strategy exercises that become the catalyst for onstage customer experience or behind-the-scenes process improvements.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

Outsource Consultants

FEBRUARY 27, 2025

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. Role-playing exercises allow agents to practice handling difficult customer scenarios in a safe environment. These exercises improve conflict resolution skills.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

aircall

FEBRUARY 2, 2018

Agents won’t need to consult supervisors or colleagues when reviewing policies, or when uncertain about processes. Through forms, quizzes, or surveys, you’ll be able to collect the information you need without making your customers go out of their way. Here, as in most of life’s endeavors, information is power.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Peter Lavers

NOVEMBER 14, 2017

A survey I commissioned, with Worldwide Business Research , found similar challenges meeting demand. Laughlin Consultancy provides training, consultancy, mentoring & other services. Looking at the feedback from past training courses, on Softer Skills for Analysts, the most popular exercise is on questioning.

Analytics 100

Analytics Banking Consulting Consulting 100

Fonolo

JANUARY 11, 2022

Renée Evenson’s book contains hundreds of phrases and scripts that you can equip your agents with, so they’re always ready to communicate with empathy , the magic sauce that leads to superior Customer Satisfaction survey scores. How to Train Your Call Center Agents to Exercise Empathy.

Call Center 81

Call Center Marketing Management First call resolution 81

Satrix Solutions

JUNE 11, 2018

Customer Journey Mapping Exercise. One idea is to conduct a Customer Journey Mapping exercise. As a more formal approach, a Customer Journey Mapping exercise highlights opportunities for improvement and can identify where to smooth out the process to reduce any friction customers may experience. Ask for a Free Consultation.

Customer Experience 60

Customer Experience Journey mapping Education Customer retention 60

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Don’t just look at the customer experience survey feedback or social review feedback that you're receiving. Do you ever wonder if you're doing as well as your competitors? Of course you do! Sean holds a Ph.D.

Benchmark 69

Benchmark Feedback Metrics Best practices 69

delighted

NOVEMBER 3, 2022

By completing the exercise, you’ll also gain clarity around questions like: what goal can we achieve with one project over another? Consulting the product roadmap can help you gain clarity on what’s important and time-sensitive so you can make better decisions for your business. It allows you to solidify your strategy. No problem.

Surveys 89

Surveys Feedback Marketing Management 89

PeopleMetrics

JULY 31, 2018

The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. Continuing with our earlier example, the next question in the survey might be “Please tell us why you feel that way.” There is gold in each comment that customers share with you.

Analytics 79

Analytics Telecommunications Wireless Feedback 79

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Do the same survey as well of a customer’s likely first impression when it occurs via the phone, chat, the web, or mobile. Is it inviting? And so forth.

Customer Experience 264

Customer Experience Customer Service Consulting Consulting 264

Fonolo

MAY 13, 2019

What has made it easier for him to navigate such challenges is two-fold: First, he keeps an eagle eye on key performance indicators like CSat and NPS, and findings from consumer surveys from all touchpoints (powered by a service called Voice of the Customer). About CSPN. About Fonolo.

Customer Service 96

Customer Service Technical Support Contact Center Abandon rate 96

Russel Lolacher

APRIL 5, 2021

Bonus: Embrace customer-centricity – during a user experience (UX) exercise of our public service websites in our team’s early years, one of the feedback quotes was “you wrote this for yourselves, not for us.” Creativity, empathy, effort, humour… all ingredients to build connection.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Outsource Consultants

FEBRUARY 26, 2025

At Outsource Consultants, we’ve seen companies thrive by leveraging external call center expertise. Deloitte’s survey reveals best practices and emerging trends adopted by global business services organizations in shared services and outsourcing. Conduct frequent quality audits and mystery shopping exercises.

outsourcing 67

outsourcing Call Center Customer Service Technical Support 67