Beyond Philosophy

NOVEMBER 11, 2021

Hence the five rules I present today. 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. (Complaining is something I have been doing a bit more these days.)

Consulting 383

Consulting Consulting Call Center Metrics 383

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 48

Customer Service Customer retention Metrics Consulting 48

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. It was a tough audience. It was not an unfair question, but it was one for which I had no answer.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. 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.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

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

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues. Your existing customers are far easier to upsell. www.mckinsey.com. February 2006.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. Because of the fact we improved Customer Experience, our Customer Experience metrics have now levelled off. See the difference there?

Metrics 236

Metrics Consulting Consulting Customer Experience 236

Beyond Philosophy

JULY 17, 2021

We also understand that the two departments have many shared goals and metrics that measure their success. However, is one of them swallowing the other or do they both present value to the overall goal in equal parts? The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years.

Marketing 273

Marketing Customer Experience Consulting Consulting 273

Beyond Philosophy

MARCH 15, 2017

In my latest book with co-author Professor Ryan Hamilton, we present seven imperatives to take one’s Customer Experience to the next level. 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.”

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

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. There’s no time like the present to identify what you want the customer experience to be. Grant Cardone. Dennis Snow.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. 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. His new metric concept is called Earned Growth Rate.

Airlines 273

Airlines Metrics SaaS Accountability 273

ShepHyken

JUNE 25, 2021

Better yet, present them (spoke or unspoken, as was the case with Troy) with a problem or a situation, and let them come to the conclusion themselves. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. Involve employees in the change process rather than forcing change on them. Talk is cheap.

Customer centricity 307

Customer centricity Coaching Consulting Consulting 307

Beyond Philosophy

AUGUST 31, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

OCTOBER 29, 2020

If you always do customer metrics last, it sends a subtle message to everyone in attendance that it is not that essential to the organization or not as critical as all the other items on the list. The post The Five Rules for Affecting Real Culture Change appeared first on CX Consulting. If it is at the end, then that tells me a lot.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

NOVEMBER 20, 2021

However, it could also be the way the information is presented that drives them to the competition. It might even be that the way the choices are presented is making it difficult for them to choose Jeanne-Claude’s company. appeared first on CX Consulting. Here are a few key moments in the discussion.

Consulting 195

Consulting Consulting Metrics Surveys 195

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

Beyond Philosophy

AUGUST 25, 2022

Change is something most people avoid because of the challenges it presents. Companies that are most successful in this area, Triant says, are the ones that implement the technology to track these metrics from the get-go. appeared first on CX Consulting. Eventually, the idea ends up being a great idea stuck on the back burner.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

MAY 23, 2020

Sutherland says that when you worry about the same things as the competition and run the same metrics for success, you are essentially becoming the same business. Moreover, you don’t recognize it when it presents itself to you; instead, you think it’s a trick or cheating. Moreover, you can commoditize your market.

Advertising 258

Advertising Engineering Consulting Consulting 258

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Kristen Hayer, Founder and CEO of The Success League , has witnessed this communication friction from both sides through her past experience as a customer success leader and through her current work running a customer success consultancy. Board meetings.

Metrics 98

Metrics Consulting Consulting Best practices 98

Beyond Philosophy

APRIL 30, 2022

After presenting to organizations the revenue gains they can expect by taking my advice, they ask, “How do we know that your changes caused the increase instead of something else?” The 5 Rules for Running Behavioral Business Experiments include: Define your metrics and what you’re going to measure. How can we help?

Consulting 39

Consulting Consulting Metrics Surveys 39

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Her mission is: To Create Fewer Ruined Days for Customers.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

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

Beyond Philosophy

NOVEMBER 25, 2021

Now, many of the “other” stats were probably pretty important, but this was one that I could understand, so it was my metric for comparison. For example, in my global Customer Experience consultancy, we did some work with a health care equipment supplier. How Do You Present Your Choices? We set up a decision matrix.

CRM 195

CRM Consulting Consulting Metrics 195

Call Center Weekly

JANUARY 30, 2018

Put simply, it states the desired goals (success measured by metrics) and the actions that this group believes the rest of the organization should take to meet these goals. Consult and assist other unit leaders, especially those who are horizontally connected by function. Enlist their advice at every step. Candido, C.J.F.

Schedule adherence 136

Schedule adherence Consulting Consulting Metrics 136

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. 10 Tips to Crush Your Next CX Presentation Like a Rock Star. Michael Lowenstein, Ph.D.,

B2C 207

B2C Banking B2B Customer advocacy 207

Beyond Philosophy

JUNE 11, 2021

In my global Customer Experience consultancy, I have refused to work with some organizations. I skipped their project because I didn’t feel like they were serious, and, in my experience, if an organization isn’t serious about their Customer Experience program, then it won’t be successful. However, the driver also reviews the customer.

Airlines 248

Airlines Accountability Banking Telecommunications 248

Beyond Philosophy

MAY 5, 2022

I have presented to organizations that if they make my suggested changes to their experiences, it will bring in $X revenue. Define your metrics and what you’re going to measure. Rule #1: Define your metrics and what you’re going to measure. Once you abstract the experiment, it reduces the general findings.

Metrics 195

Metrics Consulting Consulting Surveys 195

CCNG

MARCH 30, 2022

Because there hasn’t been any real coaching or training from the supervisor, the performance metric doesn’t move in a positive direction. Next the agent starts avoiding participating in the team chat when the supervisor is present. Now the agent becomes discouraged and more distant and unengaged on the virtual floor.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Beyond Philosophy

NOVEMBER 8, 2017

Though severely injured (like Maximus before killing Commodus) as a concept and metric, there are those who, perhaps with the best of intentions, are endeavoring to keep satisfaction alive. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Consulting 150

Consulting Consulting B2B Metrics 150

Taylor Reach Group

AUGUST 23, 2017

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. To understand the metrics and reporting that we should be looking at, we need to look at the reasons that reporting exists in the first place.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Beyond Philosophy

DECEMBER 23, 2021

It would be best if you did everything you could to present your experience in the form of stories. Even better is when the resolution has some critical results associated with it, whether that’s sales figures, increases in a key metric, or return on investment numbers. Consider a job interview. Don’t believe me?

Entertainment 39

Entertainment Consulting Consulting Metrics 39

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. What metrics do investors care about most?

SaaS 98

SaaS Benchmark Metrics Consulting 98

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Metrics 52

Metrics SaaS Upselling Accountability 52

Global Response

JANUARY 27, 2023

Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. Otherwise, your data can become muddied and will present a lopsided story.

Metrics 62

Metrics Abandon rate Customer Service outsourcing 62