Beyond Philosophy

JULY 16, 2020

From a Customer Experience perspective, the changing nature of memory means when you’re asking for customer feedback of what that experience was like, the words that you use can influence how the customer remembers the experience. Not only does that go against the idea of getting authentic feedback, but it can also backfire.

Feedback 486

Feedback Consulting Consulting Government 486

Beyond Philosophy

JUNE 12, 2017

We witness it all the time in our customer experience consultancy. We see this from time to time in our consultancy – we are hired to make recommendations but senior management is sometimes stuck on the problems, not the solutions. Complaining can also affect your business. Share your comments in the box below.

Morale 377

Morale Consulting Consulting Engineering 377

Beyond Philosophy

NOVEMBER 28, 2016

They can also provide useful feedback and build brand-based communities. A recent article by a major employee research and engagement consulting organization were reported on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Today, is that enough?

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Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

JANUARY 29, 2021

” Or, it might be, “implement this measurement system and collect all feedback from different parts of the customer journey. The long and short of it is nothing changed in the customer feedback from year to year. The post The One Thing to Improve Your Customer Experience in 2021 appeared first on CX Consulting.

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Customer Experience Journey mapping Engineering Feedback 397

ShepHyken

SEPTEMBER 29, 2020

When designing a mystery shopping or other measurement/feedback program, it’s important to first understand what you’re trying to measure. Quotes: “Being able to measure customer service gives you feedback on where to develop new strategies and implement training. After all, you can’t change what you don’t measure.

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B2C B2B Feedback Consulting 314

Beyond Philosophy

MAY 22, 2017

That’s why it’s pretty important to make sure you have a strong social media plan in place, both for direct engagement and for responding to negative feedback. Live chats via your website, or even something as simple as a competent phone consultant, can dramatically enhance the CX. Online Access to Information.

Consulting 360

Consulting Consulting Feedback Personalization 360

Beyond Philosophy

SEPTEMBER 6, 2017

In our global Customer Experience consultancy, we recommend measuring CX performance that does the two following things: Reflects the CX definition you have determined as your goal, also called the Customer Experience Statement or CES. Real-time feedback helps relieve the pain of change for your team. The post Beware!

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Consulting Consulting Finance Metrics 302

ShepHyken

NOVEMBER 20, 2020

Allow employees to have some room for creative solutions without consulting the leader or manual on everything. A lack of regular feedback between employees and managers leads to a lack of motivation and subsequent deterioration of service quality. Consider these meetings to keep the feedback flowing: Weekly group meetings.

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Customer Service Chatbots Education Feedback 371

Beyond Philosophy

AUGUST 21, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. It’s just another example of how small things can affect customers and their feedback. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation 448

Transportation Surveys Consulting Consulting 448

ShepHyken

SEPTEMBER 7, 2023

Regularly update training materials based on customer feedback. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

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B2C Customer centricity Feedback Upselling 346

Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. In our global customer experience consultancy, we see many companies that act like traditional economists, believing people will behave rationally. Behavioral Economics and Irrational Behavior.

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Marketing Consulting Consulting Government 325

Beyond Philosophy

AUGUST 13, 2020

Use feedback from disgruntled or struggling customers to reduce Customer Effort. Customer feedback is essential to fostering customer-driven growth from your experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Customer effort Government Consulting Consulting 457

CX Accelerator

JUNE 8, 2020

Walk in the customer’s shoes. ,, Nicholas Zeisler , Principal at Zeisler Consulting, challenges us to experience our product or service in the exact same way as customers do. As he points out, “The customer isn’t actually using their voice to provide feedback.” It’s important to both respond and take their feedback to heart.

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Surveys Contact Center Consulting Consulting 345

Beyond Philosophy

NOVEMBER 11, 2021

Years ago, my global Customer Experience consultancy did work with a ferry company in the UK. If you think it’s terrible to have a customer complaint, you miss out on this feedback. But remember, wherever they occur, these complaints are not bad; they are excellent FREE feedback. Subscribe today right here.

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Consulting Consulting Call Center Metrics 383

Beyond Philosophy

JUNE 4, 2020

Sutherland explains that there are butterfly effects in any system which is non-linear and where there are feedback loops. Sutherland doesn’t think most organizations, and particularly management consultants, have been immune to trading ingenuity for certainty. You get butterfly effects in psychology a lot.

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Consulting Consulting Advertising Analytics 390

Beyond Philosophy

AUGUST 20, 2020

The challenge with feedback and reviews is they are frequently solicited but infrequently completed. It’s just another example of how small things can affect customers and their feedback. . The post Reviews Completed on Your Phone Are More Emotional appeared first on CX Consulting.

Transportation 870

Transportation Surveys Consulting Consulting 870

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. So, despite what many companies think, they are not actually collecting meaningful feedback.

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Feedback Healthcare Surveys Customer retention 40

Beyond Philosophy

SEPTEMBER 22, 2015

They also created a survey on their website that allows Customers to submit feedback any time of day—without even the five-minute wait of the Call Center. The post 3 Things Great Companies Do for Customers appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

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Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

MAY 17, 2017

It’s one thing to have the tools on hand to improve your Customer Experience (CX) However, a recent study by Forrester Consulting on behalf of DataStax revealed that knowing how to use them is another thing entirely. What is a CX Data Platform? Some systems can identify user problems in online and mobile interactions.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

ShepHyken

AUGUST 6, 2019

About : Jeff Gothelf works as a coach, consultant, and keynote speaker. What should I do with customer feedback? He founded Sense & Respond Press and co-authored the books Lean UX and Sense & Respond. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more: What is sense and respond?

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Customer centricity Coaching Consulting Consulting 299

Beyond Philosophy

AUGUST 23, 2017

While it is always our goal to show growth in all of these areas with any recommendation we make in our global Customer Experience consultancy, we do not choose these areas as our indicators of success. Invest in real-time feedback on your results. To skip this vital step is to sentence your CX program to a laborious route to success.

Metrics 331

Metrics Consulting Consulting Finance 331

Beyond Philosophy

OCTOBER 2, 2017

At our global customer experience consultancy, we address the emotional side of a customer’s experience by helping companies identify their Emotional Signature – a measure of their emotional engagement with customers. The amazing thing is that customer feedback is easy to get from the user reviews on the Rotten Tomatoes site itself.

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Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

DECEMBER 26, 2017

Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. These, we determined, would provide the most enterprise value.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Beyond Philosophy

JULY 13, 2021

It started when the consultant arrived to assess the damage and demanded a payment of £200 before they started. Our team members didn’t have it on them, but that didn’t deter the consultant. appeared first on CX Consulting. In the flood exercise, we uncovered a few third-party bumps in the road.

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outsourcing Customer Experience Journey mapping Call Center 418

Callminer

FEBRUARY 4, 2021

Call center managers and supervisors need to train agents on the course of action to take for a vulnerable customer, and they also need to communicate regular feedback to agents to help them get better. Adrian Travis is the Founder and President of Trindent Consulting. Courtney Quingley is a Reputation Consultant from Rize Reviews.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 392

Consulting Consulting Sales Customer Experience 392

ShepHyken

APRIL 9, 2018

Bad Feedback Is the Best Feedback. 360Connext) Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you. My Comment: Everyone wants customer feedback. Too many companies ask for feedback and then don’t do anything with it.

Customer Service 233

Customer Service Chatbots Feedback Consulting 233

AWS Machine Learning

NOVEMBER 15, 2024

QnABot is a multilanguage, multichannel conversational interface (chatbot) that responds to customers’ questions, answers, and feedback. Usability and continual improvement were top priorities, and Principal enhanced the standard user feedback from QnABot to gain input from end-users on answer accuracy, outdated content, and relevance.

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Chatbots Engineering Enterprise Government 114

Beyond Philosophy

JANUARY 28, 2015

Request feedback. Get in the game and show you are willing to pull your weight. Do things to help your colleagues; don’t try and score points off them. Remember no one likes a smart arse! Save the wisecracks for your blog. Be sure to ask your manager how you are doing and what you can improve at each month’s end.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Nicereply

OCTOBER 22, 2024

What is a feedback survey? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand. If you’re curious about what is feedback example or how to design an effective survey for your business, read on. What Is a Feedback Survey?

Surveys 52

Surveys Feedback Customer retention Construction 52

Beyond Philosophy

MARCH 16, 2016

When you share feedback or success stories as part of the agenda, it puts the Customer back on the C-Suite’s mental agenda, which is never a bad strategy for your goals. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Consulting Consulting Sales Customer Experience 281

Beyond Philosophy

JULY 13, 2016

As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience. However, in our Customer Experience consultancy, we have faced tasks as daunting as this and succeeded. Q: Is Personalization imperative for Customer Experience. How to Measure Customer Emotions.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ShepHyken

OCTOBER 15, 2018

When customers won’t comment: How to encourage customer feedback by Georgina Nelson. MyCustomer) When it comes to collecting customer feedback, brands shouldn’t fret about the odd negative review. My Comment: For many businesses, customer feedback and reviews are an important marketing strategy.

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Customer Service Automotive Feedback Customer centricity 229

Beyond Philosophy

FEBRUARY 6, 2019

As Customer Experience consultants, we see this all the time. Recommendation #4: Get feedback from sources other than surveys. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. HOW ACADEMIC RESEARCH CAN IMPROVE CUSTOMER EXPERIENCE.

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Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JUNE 15, 2017

To engage Millennials, give them feedback about their performance early and often. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. How often is up to you and their manager. Follow Colin Shaw on Twitter @ColinShaw_CX.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

ShepHyken

SEPTEMBER 7, 2020

Four Experts, One Question: How Do You Give Constructive Feedback That Is Actually Constructive? eRep) We chose four experts in business, HR, customer service and employment consulting and asked them one question. My Comment: Feedback is crucial to the growth of your team members. by Steve Williamson. by Beverley Stag.

Construction 232

Construction Customer Service Feedback Customer retention 232

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. Seek feedback. By getting feedback, you give yourself a chance to correct issues before they become big problems.

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Construction Feedback Consulting Consulting 327