Beyond Philosophy

FEBRUARY 10, 2022

For example, North Star Metrics should matter the most, and others would fall under that. Then, each unit can measure metrics from their efforts at those inputs. An organization would be remiss in presenting the latest insights without consulting previous findings alongside them. . You have accumulated knowledge from before.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Beyond Philosophy

JANUARY 23, 2020

You must focus on how your programs are affecting critical metrics in the organization. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. This effort might require some sales skills to leadership(i.e.,

Consulting 444

Consulting Consulting Customer Experience Metrics 444

Beyond Philosophy

AUGUST 16, 2018

In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response! When I left British Telecom to start my global Customer Experience consultancy, I remembered my dissatisfaction with the all-theory-no-practicality approach to business.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Observational data is useful to your Customer Experience Metrics.

Metrics 312

Metrics Finance Surveys Consulting 312

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. As global Customer Experience consultants, we see this all the time. The post Beware!

Consulting 302

Consulting Consulting Finance Metrics 302

Beyond Philosophy

DECEMBER 6, 2019

In our Global Customer Experience Consultancy, we were doing some work with an airline. Signals from management and fellow employees will do more to improve your Customer Experience than a set of rigorous metrics reviewed at the weekly meeting. How do people talk about customers at the organization?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

SEPTEMBER 15, 2015

It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Follow Colin Shaw on Twitter & Periscope @ColinShaw_CX.

Banking 383

Banking Telecommunications Consulting Consulting 383

ShepHyken

APRIL 29, 2019

Your Most Important Business Success Metric? Franchising.com) Marketers are besieged with metrics. ROI, website visits, website return visits, shopping cart abandonment rates, and average customer spend are all important and well-used metrics to evaluate the success of a business. Everyone agrees metrics are vitally important.

Customer Service 47

Customer Service Abandon rate Consulting Consulting 47

Beyond Philosophy

NOVEMBER 11, 2021

Years ago, my global Customer Experience consultancy did work with a ferry company in the UK. Consider how much money you would have to pay a consultant to discover the various missteps your customers experience with you. Eliminate metrics for your call center, like average call handling time. Subscribe today right here.

Consulting 383

Consulting Consulting Call Center Metrics 383

Beyond Philosophy

FEBRUARY 6, 2019

However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. As Customer Experience consultants, we see this all the time.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

NOVEMBER 9, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Start at the top, as their influence is keenly felt on down the line.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

ShepHyken

SEPTEMBER 30, 2019

NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. For those that haven’t adopted one – or even all – of these CX metrics, then this is a good starting point. The Customer Experience Guide for Today’s Contact Center by CH Consulting Group. (CH by Sara Staffaroni.

Customer Service 45

Customer Service Customer retention Metrics Consulting 45

Beyond Philosophy

MAY 28, 2020

Sutherland says that if you play by the same rules as everybody else and become obsessed with comparison, you will use the same metrics as your competitors. Sutherland refers to the book Blue Ocean Strategy, which says the point of differentiation is to develop better metrics than your competitors. Apple’s was subjective.

Metrics 371

Metrics Engineering Consulting Consulting 371

Beyond Philosophy

MARCH 19, 2019

Author and speaker Dr. Chip Bell is a world-renowned authority on innovative service and customer loyalty consulting. As a global Customer Experience consultant these past two decades, I’ve worked with many organizations where they seem to have blinders on. High-level management love metrics. Creating “Whoa!”

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. 22:04 We discuss the third in the list, Analyze and how the changes you make are going to improve the experience and move the metric identified in the second step, Measure. However, it doesn’t have to be.

Customer Experience 284

Customer Experience Consulting Consulting Metrics 284

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. While there have been improvements in common metrics this year, the movements have not been significant. These projects came with a collective price tag of around $900 billion.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

APRIL 20, 2016

Most organizations that have already accepted that the Customer Experience is the competitive differentiator have adopted the Net Promoter Score (NPS) as the metric by which they measure their success. However, the NPS score as a metric has plateaued for many organizations. The NPS is a great metric, but it is limited.

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. www.mckinsey.com.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

FEBRUARY 24, 2016

If your company has always been sales oriented, most of your compensation packages build on metrics centered around sales performance. When you are trying to change your culture to improve the Customer focus, you must also have a metric that measures how those efforts are progressing. What would you add to my list?

Management 283

Management Metrics Customer centricity Consulting 283

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers. But many others look to technology. The post Be Warned!

Technology 331

Technology Consulting Consulting Customer emotions 331

CX Global Media

JANUARY 15, 2019

When you’re referring to agent performance, that can be referenced in numerous and very different categories – attendance, absenteeism, call metrics, sales metrics, customer satisfaction metrics, schedule adherence, utilization, customer satisfaction, tickets closed, first contact resolution, and so much more.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Beyond Philosophy

JULY 17, 2021

We also understand that the two departments have many shared goals and metrics that measure their success. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. appeared first on CX Consulting. You’ll have to listen to know for sure. Join The debate!

Marketing 273

Marketing Customer Experience Consulting Consulting 273

Beyond Philosophy

MAY 8, 2019

So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. In our global Customer Experience consultancy, we have found you can evoke two to four emotions that work in different situations around the world, although different cultures may require different emphases to get there.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. link] The post 4 Ways to Get Customers to do What You Want appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Airlines 296

Airlines Consulting Consulting Metrics 296

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments.

Airlines 273

Airlines Metrics SaaS Accountability 273

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. As for me, I think the cause is that as organizations get larger, senior leaders have more stakeholders to answer to. Grant Cardone.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Interaction Metrics

JANUARY 31, 2025

Winner: Interaction Metrics Interaction Metrics took the top spot in the list, but for good reason: It’s the only company on the list that provides 100% scientific, done-for-you customer satisfaction surveys with transparent online pricing. Interaction Metrics company handles everything from start to finish.

Surveys 62

Surveys Metrics Benchmark Consulting 62

Interaction Metrics

JANUARY 7, 2025

Customer Journey Mapping Consultants Drive Impact Partnering with customer journey mapping consultants ensures that companies follow a proven process, prioritize research, and align insights with company-wide goals. Consultants can help businesses clarify these nuances. Takeaway #4.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Beyond Philosophy

JULY 19, 2017

Having a robust and thriving membership in your loyalty program is one of many metrics you can use to measure how you are doing with your Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 292

Consulting Consulting Customer Experience Metrics 292

Beyond Philosophy

JULY 5, 2015

Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation). Customer behavior is recognized as essential to enterprise success, and optimal relationships are sought.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

JUNE 27, 2019

Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Are You Ready for Facial Recognition Technology in Your CX?

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Journey Management and Lifecycle Strategic Consultation. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

AWS Machine Learning

NOVEMBER 15, 2024

The Principal AI Enablement team, which was building the generative AI experience, consulted with governance and security teams to make sure security and data privacy standards were met. Model monitoring of key NLP metrics was incorporated and controls were implemented to prevent unsafe, unethical, or off-topic responses.

Chatbots 115

Chatbots Engineering Enterprise Government 115

Beyond Philosophy

MARCH 15, 2017

Most importantly, these companies empowered the front-line teams to succeed in their jobs as well by removing metrics for job performance based on “average handling time.” Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

AWS Machine Learning

NOVEMBER 15, 2024

For automatic model evaluation jobs, you can either use built-in datasets across three predefined metrics (accuracy, robustness, toxicity) or bring your own datasets. Regular evaluations allow you to adjust and steer the AI’s behavior based on feedback and performance metrics.

APIs 113

APIs Government Best practices Metrics 113

Beyond Philosophy

OCTOBER 2, 2021

We don’t measure the worth of our families and friends with metrics like time and money savings. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post 5 Rules That Absolutely Build Customer Loyalty appeared first on CX Consulting. How can we help?

Consulting 243

Consulting Consulting Banking Metrics 243

ShepHyken

OCTOBER 26, 2021

Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. Customer First, Business Second. Defining Success from the Customer’s Perspective. We need to understand the full journey.

SaaS 193

SaaS B2B Consulting Consulting 193