Beyond Philosophy

FEBRUARY 3, 2015

Blogs Subconscious Experience CEM CEO Conferences consultants consumer behaviour customer customer behavior Customer Behaviour customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer (..)

Consulting 304

Consulting Consulting Customer emotions Morale 304

Interaction Metrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Beyond Philosophy

OCTOBER 28, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 14, 2014

These four actions evoke emotions that develop a relationship built on a foundation of trust, which can flourish into Customer retention and loyalty over time. Make sure that your use of data adds value to their experience. Which companies do you think do a good job with data security? Which ones do poorly?

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

DECEMBER 23, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

AUGUST 10, 2016

From the Philippines: 86% of Filipinos would rather use digital channels to interact with other industries (not Telecom), which was higher than the global average of 74%. What I see in the numbers here is that while the survey was based on the Telecom industry, its trends are echoing throughout other industries as well.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

NOVEMBER 3, 2014

Blogs Customer Experience Beyond Philosophy customer behavior customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer Management Customer Mirrors customer retention customer (..)

Marketing 220

Marketing Transportation Customer emotions Customer centricity 220

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?

Journey mapping 185

Journey mapping Customer emotions Customer effort B2C 185

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. Source: Intuit.

Customer retention 95

Customer retention Sales Marketing Scripts 95

Beyond Philosophy

JULY 14, 2015

This method is not the way to set up a relationship that is open and honest with your current and future customers. 2: Your Customer retention plan includes penalties or fines if they want to end the relationship. Instead, you encourage them to find a new relationship, a competitor who listens to what they have to say. #2:

Customer centricity 366

Customer centricity Customer retention Marketing Customer Experience 366

Beyond Philosophy

OCTOBER 21, 2014

Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment. Many organizations that are considered “Naive,” tend to focus on people that have the right skills and product knowledge as well as a familiarity with the industry.

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

Beyond Philosophy

OCTOBER 24, 2014

Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty (..)

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

DECEMBER 3, 2015

I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” Welcome to the world of behavioral economics. I thought I would expand on my thoughts here and give a better explanation.

Marketing 218

Marketing Customer emotions Consulting Consulting 218

Beyond Philosophy

OCTOBER 21, 2014

Being Natural in your Customer Centricity requires an emphasis from senior management on down to having the right people as early as recruitment. Many organizations that are considered “Naive,” tend to focus on people that have the right skills and product knowledge as well as a familiarity with the industry.

Customer centricity 170

Customer centricity Customer emotions Customer retention Customer Experience 170

Beyond Philosophy

JUNE 4, 2015

In the book, they have identified about 30 companies, from multiple industries, that met their criteria. As Southwest Airlines founder Herb Kelleher has observed “A humanistic approach to business can pay handsome dividends, even in a somewhat benighted industry like air passenger service.”. It’s as simple as that.

Airlines 360

Airlines Marketing Enterprise Advertising 360

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

TeleDirect

MARCH 14, 2025

In this blog, we will explore five effective strategies to enhance customer engagement across different time zones , ensuring smooth operations, increased satisfaction, and higher customer retention rates. Ensure they provide real-time reporting and analytics to track customer interactions.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. Maintaining a reputation as an expert in the industry and anticipating future needs are important values that must be performed well. Analysis identified these as the most critical steps to reduce the percentage of neutral or negative customers.

B2C 257

B2C B2B Metrics Entertainment 257

Connect

APRIL 23, 2025

Skill-based call routing can also reduce call charges by giving customers the option to choose a call path based on a series of client-defined questions. Sentiment analysis Sentiment analysis tools use NLP to gauge customer emotions during interactions. About ‘ Connect.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

Beyond Philosophy

JULY 28, 2015

The money spent on advertising, promotion, product development, brand building, and infrastructure can be destroyed in the experience with the Customer. I’d be interested to hear your take on the industry in the comments below. What has been your best or worst car buying experience? What signals did it send to you?

Finance 299

Finance Advertising Sales Surveys 299

Hodusoft

DECEMBER 11, 2024

As per a study conducted by Bain & Company, brands that deliver great CX can achieve four to eight percent higher revenue growth than the industry average. Increase in Customer Retention Can CX enhance customer retention? It surely can.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

Calabrio

APRIL 24, 2025

However, ask most contact center leaders and theyll tell likely you that the industry isnt changing just because AI is transforming the way contact centers work and interact with customersits evolving because it has to. Sentiment Analysis Understand the why behind customer interactions.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

Beyond Philosophy

JUNE 1, 2015

Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Solve Customer and Industry Pain Points. Numerous customer behavior studies have shown that people will gravitate to, and pay more for, better service.

Airlines 210

Airlines Entertainment Consulting Consulting 210

CSM Magazine

JANUARY 2, 2025

The Role of Empathy in Service Industries Empathy isnt just important in customer supportits a cornerstone across all service industries. This emotional connection translates directly into higher satisfaction ratings. Improved Customer Retention Why does empathy matter for customer retention?

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

The Role of Empathy in Service Industries Empathy isnt just important in customer supportits a cornerstone across all service industries. This emotional connection translates directly into higher satisfaction ratings. Improved Customer Retention Why does empathy matter for customer retention?

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Airlines 279

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Gamification 265

Gamification Big data Personalization Feedback 265

ProProfs Blog

JANUARY 23, 2020

For instance, discounts and coupons, business gifts, and more are just mere avenues to add more to the customer’s perceived value of the purchase. This, in turn, enriches the overall customer experience. Marketing costs are generally associated with customer retention. Evoke the Right Customer Emotions to Drive Value.

Customer retention 144

Customer retention Marketing Surveys Customer emotions 144

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

PeopleMetrics

OCTOBER 22, 2015

Net promoter scores vary by industry and hence, targets should be set according to benchmarks and norms. 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. Advocacy , or whether the customer will refer his or her network to the company.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

Callminer

AUGUST 6, 2019

Preferably, the vendor should have extensive experience with the call center industry. As such, it should know the common systems and practices used in the industry, and it should have a solution to integrate these specific needs to the CRM software. How many years has it been in the industry? Likewise, check for the basics.

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. Customer Connectedness: Customer insights are infused across the organization.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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

ChurnZero

JUNE 10, 2020

Coleman’s theory of building customer loyalty isn’t about focusing on marketing or closing the sale: It’s about the First 100 Days® after the sale and the interactions the customer experiences. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase.

SaaS 69

SaaS Upselling Sales Customer emotions 69

Calabrio

MARCH 22, 2025

Understandand respondto customer sentiment Today, analysis of customer interactions can go well beyond what is said. Sentiment analysis enables teams to understand how things are said, by both agents and customers. Utilize sentiment analysis tools to gauge customer emotions and tailor interactions accordingly.

Best practices 52

Best practices Contact Center Management Call Center 52