Beyond Philosophy

OCTOBER 28, 2014

Let me give you an example. Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you ask the customer for this, they might think, “Why do they need this information? Another example might be an automated call response system that greets incoming calls.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

DECEMBER 23, 2014

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

OCTOBER 2, 2017

This is a classic example of companies blaming other people for their own failure to focus on what customers want. This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. Blaming Others is Not a Winning Strategy.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Why is this important, you might ask? Source: Gartner.

Journey mapping 187

Journey mapping Customer emotions Customer effort B2C 187

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. Understand Customer Retention.

Customer retention 95

Customer retention Sales Marketing Scripts 95

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

Beyond Philosophy

OCTOBER 6, 2014

We find that the Customer Experience is highly influenced by the following nine orientation areas: Each of these areas has a Customer-centricity level, which may be different from one another. For example, you might have excellent people that are Enlightened, but a Customer Strategy that is Naïve.,

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

We find that the Customer Experience is highly influenced by the following nine orientation areas: Each of these areas has a Customer-centricity level, which may be different from one another. For example, you might have excellent people that are Enlightened, but a Customer Strategy that is Naïve.,

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. What is emotion analytics? Angry drivers crash cars.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

Outsource Consultants

FEBRUARY 25, 2025

Through their interactions, they collect valuable information about customer preferences, pain points, and buying behaviors. For example, a call center might identify a common issue with a product’s packaging, leading to improvements that reduce returns and increase customer satisfaction.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Beyond Philosophy

JUNE 11, 2015

For example, a lifestyle and weight management service company might work curation into their engagement program by having members compete by creating perfect combinations of healthy foods for breakfast, lunch and dinner, or special events like parties. This example is consistent with some overall gamification trends.

Gamification 265

Gamification Big data Personalization Feedback 265

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

JustCall

MAY 14, 2020

But the operation that is facing the most critical hit is – Customer Retention. Customer acquisition has become more difficult than ever. And businesses have shifted their focus towards Retention. But are you still sticking to the old-fashioned customer retention strategies?

Customer retention 52

Customer retention Journey mapping Education Feedback 52

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. The second, a B2B example, involves a major business services firm. This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.)

B2C 257

B2C B2B Metrics Entertainment 257

CSM Magazine

JANUARY 2, 2025

Lets look at some examples: Healthcare: Patients want more than medical advice. This emotional connection translates directly into higher satisfaction ratings. Improved Customer Retention Why does empathy matter for customer retention? And loyal customers arent just repeat buyers.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

TechSee

MAY 19, 2021

Customers want to feel acknowledged and understood, especially when faced with a challenge. This is why emotional analytics features so prominently in many technological innovations designed to enhance customer retention.

Technology 159

Technology Customer Service Technical Support Self service 159

Beyond Philosophy

JULY 5, 2015

Recognizing the information needs of their customers, they invest in altruistic content creation (over advertising); and they communicate proactively and in as personalized a manner as possible. Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.

Customer centricity 279

Customer centricity Complaint resolution Banking Airlines 279

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. An example cited in the article is Starbucks, which has created its program to reflect the uniqueness of its café experience. Solve Customer and Industry Pain Points.

Airlines 210

Airlines Entertainment Consulting Consulting 210

CSM Magazine

JANUARY 2, 2025

Lets look at some examples: Healthcare: Patients want more than medical advice. This emotional connection translates directly into higher satisfaction ratings. Improved Customer Retention Why does empathy matter for customer retention? And loyal customers arent just repeat buyers.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Beyond Philosophy

JULY 28, 2015

When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! For example, I recently purchased my new car. Brands make promises that should be kept by the people that deliver the experience.

Finance 299

Finance Advertising Sales Surveys 299

ProProfs Blog

JANUARY 23, 2020

Turnover Costs: Calculate the average turnover per customer on a yearly basis. For example, if you have a product or service that only generates revenue per customer once in ‘x’ number of years, then you need to spread the turnover across that many years. . This, in turn, enriches the overall customer experience.

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

JivoChat

JULY 21, 2021

We’ll cover everything from the basics of customer relations, as well as examples and strategies to improve. What is Customer Relations? Customer relations is easy to define. In the most simple dictionary terms , the concept of customer relations refers to the relationships your business has with customers.

Chatbots 52

Chatbots B2C CRM Customer retention 52

Comm100

DECEMBER 16, 2024

This approach helps businesses respond faster, provide consistent answers, and be available around the clock, improving the overall experience for customers and making operations more efficient. For example, chatbots are a common tool in customer service automation. Automation also includes tools like ticketing systems.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

ProProfs Blog

AUGUST 28, 2019

While customer satisfaction and increased customer engagement are worthy goals, the path to attaining these is by crafting a strong emotional connection with the customers. Importance of Customer Emotions. Managing Customer Emotions in a Data-Driven World. Create Target Customer Personas.

Customer emotions 83

Customer emotions CRM Feedback Analytics 83

Callminer

AUGUST 6, 2019

For example, an outbound call center focuses on the efficiency and quantity of dialed-out calls. For example, the business focus of the head of retail operations for a bank may be to increase customer retention and lifetime value. One example of this are certifications – such as PCI or SOC.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. “ 10 Great Examples of Customer Onboarding That You Can Learn From ” by Groove.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ROI CX Solutions

APRIL 15, 2025

This guide outlines the importance of de-escalation skills, common triggers for customer anger, and strategies for resolving conflicts in both face-to-face and remote settings. Recognizing the signs of escalating customer emotions The first step to promptly addressing negative emotions is to catch them before they worsen.

Customer Service 52

Customer Service Brand ambassadors Wait times Coaching 52

PeopleMetrics

OCTOBER 22, 2015

Here are a few examples: When you’re examining your position in the industry. When you want to benchmark your customer experience as a whole. Passion , or the customer's emotional response to the experience. Again, if you consider the wording, you may recognize that customer engagement goes beyond meeting needs.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. It’s flawed thinking to assume that any customer experience platform can singlehandedly improve customer engagement.

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

VocalCom

MAY 28, 2018

When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. Here are five tips for addressing customers’ emotions to ensure quality experiences at every step of their journey.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

Interactions

MARCH 26, 2020

This type of technology enables businesses to deploy emotion-based customer care. For example, an IVA will be able to determine a customer’s emotions and sentiment and have the ability to respond in the appropriate way. That’s the beauty, and magic, of emotion detection. .

Customer Care 71

Customer Care Contact Center Customer emotions Customer retention 71

ChurnZero

JUNE 10, 2020

Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with their first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company.

SaaS 69

SaaS Upselling Sales Customer emotions 69

CSM Magazine

DECEMBER 15, 2022

After all, your customer support team is the heart and soul of the customer experience (CX). If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention. But companies need to be careful not to negatively impact the customer experience.

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

Vistio

OCTOBER 7, 2024

For example, agents might learn the technical steps to resolve an issue but fail to practice handling difficult conversations or navigating tricky customer emotions. Without role-playing or simulations that reflect live customer interactions, agents leave the classroom unprepared to manage complex, real-world scenarios.

Contact center software 52

Contact center software Coaching Contact Center Technology 52

Balto

JANUARY 14, 2025

Sentiment Analysis: Analyzes customer emotions to improve engagement. Contact center analytics is a crucial tool that helps businesses track and analyze performance metrics, ultimately aiming to enhance operational efficiency and customer satisfaction. Demographic Clustering : Groups customers by age, location, or income.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Lumoa

FEBRUARY 16, 2023

Increasing customer loyalty. Feedback will reveal what customers want and how you can improve your products or services. This information helps create targeted campaigns that will help increase customer retention rates and build long-term relationships with customers. And it could be a lot.

Feedback 88

Feedback Best practices Surveys Analytics 88

ProProfs Blog

APRIL 24, 2020

Customer service psychology is where you and your operators try to understand customer behavior or how they may react in a certain situation. This knowledge of customer behavior helps you come across various solutions and equips your business to serve them better. Brand Your Business to Improve Customer Retention.

Customer Service 123

Customer Service Feedback Chatbots Surveys 123