CCNG

AUGUST 16, 2023

In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. The mix of transaction and relationship surveys has at times become indistinguishable to customers. Having tools to monitor the number of surveys sent to customers is important. Biased surveys are indeed useless.

Surveys 195

Surveys CCNG Airlines Consulting 195

ShepHyken

JULY 5, 2021

Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. Workers Say Employee Experience Directly Impacts Customer Service, According to New Eagle Hill Consulting National Employee Survey by PRNewswire.

Customer Service 391

Customer Service Consulting Consulting Surveys 391

Beyond Philosophy

FEBRUARY 13, 2021

Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post 5 Rules For Changing Your Customer Habits appeared first on CX Consulting. 07:50 We discuss the steps of the Habit Cycle as outlines by Duhigg’s The Power of Habit.

Government 448

Government Consulting Consulting Customer Experience 448

Beyond Philosophy

OCTOBER 15, 2015

According the report, the common complaints from those Customers surveyed included: Feeling Hassled: Feeling passed around between different agents during an interaction (23%). Needing to contact a company several times to resolve a single issue (23%). appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Customer Service 379

Customer Service Multichannel Self service CRM 379

Beyond Philosophy

AUGUST 21, 2020

It also means that you don’t get a representative sample of surveys. So, the owner of a restaurant or other service provider would want to encourage customers to write reviews on their phones by sending them surveys or other mobile prompts. The post Reviews Completed On Your Phone Are More Emotional appeared first on CX Consulting.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

DECEMBER 20, 2017

A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. The JLL Retail survey predicted that holiday spending is expected to grow by 6% this year. The survey results also showed: Holiday Shoppers are starting early. Consumer confidence is a funny thing.

Surveys 383

Surveys Consulting Consulting Customer Experience 383

Beyond Philosophy

DECEMBER 19, 2017

Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. It is the essential concept we tout at our global Customer Experience consultancy. My first work as a customer experience consultant was there.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. In a recent survey, we asked respondents across Europe about their interactions with contact centres since the beginning of the COVID-19 pandemic. Gary Williams is the Director of Sales and Consultancy at Spitch.

Interactive Voice Response 367

Interactive Voice Response Customer centricity Consulting Consulting 367

Beyond Philosophy

AUGUST 20, 2020

It also means that you don’t get a representative sample of surveys. So, the owner of a restaurant or other service provider would want to encourage customers to write reviews on their phones by sending them surveys or other mobile prompts. . However, Professor Melumad says that this problem exists regardless of the device used.

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

JULY 1, 2020

They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business. This research came from OnePoll on behalf of DaySmart Software. That makes me want to fall over.”.

Self service 416

Self service Consulting Consulting Surveys 416

Beyond Philosophy

FEBRUARY 6, 2019

It requires more than surveys or changing how you answer the phone. As Customer Experience consultants, we see this all the time. For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

DECEMBER 2, 2023

.’ As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’ The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years. Complete this short survey. How can we help? Please tell us how we are doing!

Customer Experience 359

Customer Experience Consulting Consulting Education 359

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. They don’t trust them because people lie in surveys. Let’s say you accept this premise, that people lie in surveys. There is no incentive to be honest on the survey. How then should you get information about what people really want?

Surveys 343

Surveys Big data Engineering Advertising 343

Beyond Philosophy

AUGUST 27, 2022

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. The post The Myth of Experience appeared first on CX Consulting. 06:31 We discuss how intuition plays a role in my Apple product obsession. Please tell us how we are doing!

Consulting 354

Consulting Consulting Surveys Customer Experience 354

Beyond Philosophy

MAY 25, 2022

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. appeared first on CX Consulting. 14:21 We discuss the area of self-service and how some generational differences might drive the channels for future contact centers.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . However, 17 years later, far more than my consultancy is talking about it. . The post Customer Experience: 5 Startling Predictions for 2020 appeared first on Customer Experience Consulting.

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

ShepHyken

JANUARY 26, 2025

According to Forresters Consumer Benchmark Survey, 2024, 54% of US online adults agree that loyalty programs influence what they buy, and 64% agree that programs influence where they make purchases. Each year, a new metric emerges, championed by analysts or consultants claiming it solves the limitations of its predecessors.

Customer Service 167

Customer Service Metrics Benchmark Consulting 167

Beyond Philosophy

MARCH 7, 2019

Tool #1: Surveys. Surveys are an oldie-but-a-goodie. Marketing Research circles rely on survey methodology by asking people to rate on a scale or asking people to select an option. Most people can write a decent survey question that is clear and unbiased. Moreover, there is a lot of history with surveys.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

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. Others help you survey customers based on location and industry or even product purchased. What is a CX Data Platform?

Consulting 321

Consulting Consulting Customer emotions Surveys 321

ShepHyken

FEBRUARY 20, 2024

She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created. Even if you don’t formally ask your customers in a survey, “Do you consider your experience with us to be time well spent?,” Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio.

Metrics 399

Metrics Customer Service Consulting Consulting 399

Beyond Philosophy

MARCH 27, 2021

Complete this short survey. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. The post Sound and Smell: The Crucial Missing Aspect in Your CX Design appeared first on CX Consulting. Please tell us how we are doing! Follow Colin on Linkedin and Twitter.

Transportation 369

Transportation Consulting Consulting Call Center 369

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. First, obtain employee feedback through a company-wide survey.

Feedback 254

Feedback Customer Experience Abandon rate Surveys 254

Beyond Philosophy

AUGUST 15, 2019

Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. I also always get a survey after the flight, which is far too many of them. Peppers agrees that this data isn’t ideal for measuring Customer Experience performance but says that VOC surveys are essential to discover areas of opportunity in the experience.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

OCTOBER 1, 2015

Of those surveyed, 38% of them said they would pay more for a simpler experience. The post Customer Experience: Keep it Simple Stupid appeared first on Beyond Philosophy | CX Consultants | Customer Experience. It’s more expensive to be complex. Customers value simplicity enough to pay more for it.

Customer Experience 408

Customer Experience Morale Advertising Consulting 408

Beyond Philosophy

JANUARY 30, 2017

Moreover, per Groupon’s latest survey, most people lie about being happy about the gifts they receive at the holidays. The Groupon survey revealed many significant findings: 73% of respondents admitted to faking their reaction to a gift on a regular basis. I have lied about this. I’d wager you have, too. Why Customers Lie to Us.

Surveys 359

Surveys Consulting Consulting Customer Experience 359

Beyond Philosophy

APRIL 16, 2022

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. The post 5 Rules of How to Effectively Target Your Critical Customers appeared first on CX Consulting. Please tell us how we are doing! Follow Colin on LinkedIn and Twitter.

Construction 66

Construction Consulting Consulting Surveys 66

Beyond Philosophy

JANUARY 29, 2021

Our Customer Service department did a customer survey every year. So, instead of changing what we were doing to improve our feedback, the senior group decided we should stop doing the survey. The post The One Thing to Improve Your Customer Experience in 2021 appeared first on CX Consulting.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

DMG Consulting

FEBRUARY 12, 2025

Our December 2024 survey addressed these topics for 2025. DMGs 2023 survey, which addressed 2024 planning, found 28.0% of participants were already using AI in their servicing operations as of December 2023 (when the survey was offered). DMGs December 2024 survey results determined that 78.0% of survey participants.

Contact Center 77

Contact Center Interactive Voice Response Self service Surveys 77

Beyond Philosophy

SEPTEMBER 28, 2016

It should surprise no one that when Econsultancy.com asked in a survey if consumers thought there are enough safeguards on their information , 87% of them said no. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Probably not.

Accountability 419

Accountability Big data Sales Consulting 419

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. Why do they staff this way?

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. 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. – A case study appeared first on CX Consulting.

Customer Experience 284

Customer Experience Consulting Consulting Metrics 284

Beyond Philosophy

FEBRUARY 22, 2019

This appears to be a significant challenge for researcher’s in today’s world, as well as getting Customers to answer surveys in the first place. <!–more–> Measuring customer emotions is vitally important as over 50% of a customer experience is about how a customer feels. The key is the authentic emotions.

Customer emotions 312

Customer emotions Consulting Consulting Surveys 312

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. In our Customer Experience Strategy consulting, we do research called the Emotional Signature ® , which identifies the things customers don’t say they want but drive a great deal of value. Sources: Chemi, Eric.

Consulting 379

Consulting Consulting Education Benchmark 379

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

NOVEMBER 20, 2020

Allow employees to have some room for creative solutions without consulting the leader or manual on everything. To calculate it, you need to use website surveys. CSAT surveys can contain multiple questions (including the open-ended ones). It will help your team understand the purpose of each action.

Customer Service 378

Customer Service Chatbots Education Feedback 378

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. You’ll also reduce the chances of the client experiencing two of their biggest pet peeves: Having to explain the situation all over again to a new consultant. By doing so, you simplify matters for the client.

Chief Customer Officer 298

Chief Customer Officer Call Center Consulting Consulting 298

Beyond Philosophy

APRIL 8, 2019

They also think survey responses are authentic. We worked with a Texas hospital system years ago where surveys reported patients said they wanted more time with the doctor. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer Experience consultancy & training organizations.

Surveys 315

Surveys Self service Consulting Consulting 315