Beyond Philosophy

AUGUST 10, 2016

When you provide a good or service to your customer, no matter where they are in the world, one of the things they value most is a good Customer Experience. Much of this value derives from how your Customer Experience makes them feel. Likewise, the negative emotions have an effect, too. How to Measure Customer Emotions.

Wireless 265

Wireless Self service Surveys Consulting 265

ROI CX Solutions

MAY 1, 2025

One key tool to doing so is sentiment analysis, which allows companies to analyze and interpret customer emotions and opinions across various communication channels. Retention is the goal, but getting there requires understanding how your actions meaningfully engage with the everyday person.

Call Center 93

Call Center Coaching Contact Center Customer Care 93

Beyond Philosophy

DECEMBER 3, 2015

How are you going to ensure that the emotion you want to be evoked is actually evoked during the ‘in store experience’? The answer is that the store personnel need to be trained on recognizing how the Customer is feeling when entering the experience. This is achieved through advanced soft skills training.

Marketing 218

Marketing Customer emotions Consulting Consulting 218

Beyond Philosophy

OCTOBER 21, 2014

Now that you have recruited the right people, it is essential that your training builds upon these innate skills to evoke the emotions you want in your experience. This training, however, depends on the fact that your senior management team has agreed upon a specific emotional experience they want for their Customers.

Customer centricity 170

Customer centricity Customer emotions Customer retention Customer Experience 170

Beyond Philosophy

OCTOBER 24, 2014

Downie believes that you get the “right people, and you train them to do things at the right time and in the right way,” and then let them do it. Having all the best systems and procedures in place is an important part of management’s job. However once established, it’s important to step back and let your team do their job.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2015

Target and Snapchat: The Power of Customer Loyalty. 4 Ways to Gain Customers’ Trust in Data Security. 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 406

Banking Consulting Consulting Government 406

Beyond Philosophy

OCTOBER 8, 2014

Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention.

Customer centricity 150

Customer centricity Customer retention Airlines Customer emotions 150

Beyond Philosophy

OCTOBER 8, 2014

Furthermore, he was a part of Virgin Mobile’s team, which is again very Customer-centric. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention.

Customer centricity 150

Customer centricity Customer retention Airlines Customer emotions 150

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. This ensures that customer inquiries are handled promptly, no matter when they arise.

Multi-channel support 62

Multi-channel support Call Center outsourcing Best practices 62

Outsource Consultants

FEBRUARY 25, 2025

This level of personalization not only enhances the customer experience but also increases the average order value. Train your call center agents to identify opportunities for upselling and cross-selling during customer interactions. This improves customer retention rates, directly impacting the bottom line.

Call Center 67

Call Center Sales outsourcing Technical Support 67

TechSee

MAY 19, 2021

This is why emotional analytics features so prominently in many technological innovations designed to enhance customer retention. Based on research , more and more companies will be taking customer emotions into account in 2021 and beyond.

Technology 159

Technology Customer Service Technical Support Self service 159

CSM Magazine

JANUARY 2, 2025

This emotional connection translates directly into higher satisfaction ratings. Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

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.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

CSM Magazine

JANUARY 2, 2025

This emotional connection translates directly into higher satisfaction ratings. Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

Vistio

OCTOBER 7, 2024

One of the most persistent issues facing contact centers is agents leaving training programs without the skills they need to perform effectively on the job. So, why do agents graduate from training programs with missing skills? Solution: Training should be immersive and connected to real business outcomes.

Contact center software 52

Contact center software Coaching Contact Center Technology 52

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

Comm100

DECEMBER 16, 2024

By integrating AI-driven solutions into service workflows, businesses can streamline processes, optimize resource allocation, and deliver consistent, data-backed experiences that impact both customer retention and the bottom line. They want to provide omnichannel support to their customers without sacrificing on service quality.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

Callminer

AUGUST 6, 2019

These details allow for training reps and improving call center performance. Although some training and support may be required, the software should be user-friendly and intuitive. These are things that could be resolved with training, or with changes to the software’s configuration. “If, Some go live within a few minutes.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

PeopleMetrics

AUGUST 14, 2014

This ''stay calm'' advice comes with a warning: it''s the lasting customer emotions you need to be concerned about. Today’s story shows how even a person without celebrity status can go viral, if the customer is being treated unfairly. Go On, Tell Me All About This Customer Service Fail. Close loops.

Customer centricity 93

Customer centricity Customer emotions Feedback Customer retention 93

Lumoa

FEBRUARY 9, 2023

including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Calabrio

MARCH 22, 2025

Modern workforce management encompasses critical tasks like contact center forecasting and scheduling , as well as the staffing, onboarding, training and development processes that are part of empowering, engaging, and retaining productive contact center employees. High abandon rates indicate long wait times and poor customer experience.

Best practices 52

Best practices Contact Center Management Call Center 52

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

CSM Magazine

SEPTEMBER 17, 2020

Voice analytics detects phrases and words based on a database designed by the user and can provide data that breaks down patterns and trends in phone calls with customers and contribute an observation of customers emotions and intents. Increase Customer Retention.

Analytics 52

Analytics Customer Experience Average Handle Time Metrics 52

JustCall

MARCH 7, 2023

This means your company doesn’t have to worry about workforce hiring, training, scaling up, scheduling, or laying off based on seasonal trends and ever-changing customer demands. Easy Handling of Advanced Contact Center Tech One of the biggest challenges faced by customer support teams is to keep up with fast-paced IT innovations.

outsourcing 52

outsourcing Contact Center contact center solutions voip 52

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. Understand customers’ emotional loyalty.

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

Global Response

MARCH 27, 2024

This leads to more effective training programs, optimized workforce allocation, and improved process workflows. Predictive analytics for forecasting and planning Using historical data, call centers can predict future call volumes, customer behavior trends, and service demands.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Balto

NOVEMBER 28, 2023

Customer Satisfaction (CSAT) Score: CSAT indicates how happy your customers are, and it can be measured by asking your customers to share their opinions on the service level with a simple post-call survey. Not to mention, customer surveys tend to be skewed.

Quality management 52

Quality management Call Center Management Contact Center 52

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

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

They will also help you train your customer service reps in de-escalation. Increasing customer loyalty. Feedback will reveal what customers want and how you can improve your products or services. How to Create a Voice of Customer Template A voice-of-customer template helps you collect and interpret customer feedback.

Feedback 88

Feedback Best practices Surveys Analytics 88

ROI CX Solutions

DECEMBER 6, 2024

Machine learning for predictive analytics and pattern recognition Machine Learning (ML) is a method for training AI programs. Using this methodology, call centers can use AI to look through large amounts of customer service data and train it to look for patterns and make predictions.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

JustCall

MARCH 14, 2023

Customers may feel uncomfortable if companies use AI in a way that feels intrusive or violates their privacy. How to Train Your Staff to Deliver Exceptional Customer Service Exceptional customer service can be a powerful differentiator for businesses, leading to increased customer satisfaction, loyalty, and revenue.

Customer Experience 52

Customer Experience Banking Interactive Voice Response Chatbots 52

CSM Magazine

MAY 19, 2023

It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

JivoChat

JULY 21, 2021

Why is customer relations important? For one, building customer relations saves money. It might cost fives times more to acquire a new customer than retain an existing client. This means that increasing customer retention by a mere 5% can result in profit increases of up to 95% , according to data from Small Business Trends.

Chatbots 52

Chatbots B2C CRM Customer retention 52