Beyond Philosophy

DECEMBER 7, 2016

Career Bliss determined the three factors that contribute to this employee happiness: Existence of a positive work environment. It would be wise to review these three elements in your employee engagement strategy. How to Measure Customer Emotions. Opportunity for career growth.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

NOVEMBER 10, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 7, 2016

Employee Engagement: Your employees are people, and likely support the same team or local causes. It’s fun for employees to have a promotion that makes Customers happy. It also feels good to have a higher purpose and do good for others.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

JULY 17, 2017

At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. They spent time showing customers how to use their phones in the store so they wouldn’t have to call with issues. Hesse didn’t talk about customer emotions. What about your company?

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

SEPTEMBER 5, 2014

Employee Engagement promotes the concept that employees that believe in the brand promise of the organization they work for are more likely to work harder to deliver on that promise. Not only that, employee engagement is a key aspect for the Customer Experience. View our books on Customer Experience here.

Employee engagement 199

Employee engagement Customer emotions Customer centricity Customer Experience 199

Beyond Philosophy

OCTOBER 24, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

SEPTEMBER 5, 2014

Employee Engagement promotes the concept that employees that believe in the brand promise of the organization they work for are more likely to work harder to deliver on that promise. Not only that, employee engagement is a key aspect for the Customer Experience. View our books on Customer Experience here.

Employee engagement 150

Employee engagement Customer emotions Customer centricity Customer Experience 150

NICE inContact

AUGUST 27, 2019

Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. 1) Be personal.

Customer emotions 59

Customer emotions CRM Contact Center Average Handle Time 59

Interaction Metrics

MARCH 13, 2025

Sentiment analysis data alone doesn’t improve the customer experience. To get the most out of your data, you must dig deeper so you can connect customer emotions to specific experiences. Once you understand both what customers are saying and how they feel about it, you can drive more strategic improvements.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 360

Airlines Marketing Enterprise Advertising 360

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

Beyond Philosophy

JUNE 20, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. 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.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability.

B2C 257

B2C B2B Metrics Entertainment 257

TechSee

AUGUST 26, 2020

When employees are not fully engaged or do not feel empowered, their lack of motivation can negatively influence CX. Therefore, organizations should apply multiexperience thinking to enhance their employees’ engagement and productivity.

Self service 124

Self service Customer effort Multichannel Metrics 124

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,

Customer centricity 244

Customer centricity Construction Marketing Enterprise 244

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

COPC

APRIL 1, 2024

We’ve explored the various aspects of this change, from enhancing employee engagement and reducing operational costs to boosting product and service performance. This new era of customer service is marked by enhanced interactivity, engagement, and efficiency.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

CSM Magazine

DECEMBER 15, 2022

Fostering a positive and empowered work culture can help improve employee morale and engagement, which can, in turn, improve the overall performance of your contact center and your customers’ experience. Understand customers’ emotional loyalty.

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

Enghouse Interactive

APRIL 30, 2021

EI is not something that you just learn once – it needs to be constantly worked at and has to be supported by the culture of your contact centre if you are to gain consistent benefits, both internally and with customers.

Customer emotions 57

Customer emotions Analytics Employee engagement Chatbots 57

Lumoa

FEBRUARY 9, 2023

According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Employee Engagement: Employees are aligned with the goals of the organization. Compelling Brand Values: Brand promises drive how the organization treats customers.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Pointillist

JUNE 6, 2018

They also use customer lifetime value(CLV), share of wallet, and retention. It’s important to remember there are metrics on the employee side, as well, because employee experience drives the customer experience. So they look at employee engagement, eNPS, and, especially, retention and turnover numbers.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

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.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

JustCall

MARCH 6, 2023

Implementing these practices can lead to higher employee engagement, job satisfaction, and motivation, which can ultimately drive better performance and productivity. Reinforcing emotional intelligence: Handling customer complaints and resolving issues requires empathy, patience, and the ability to understand customer emotions.

Coaching 52

Coaching Call Center Scripts Construction 52

ProProfs Blog

DECEMBER 17, 2021

All this can be done by choosing from pre-built bots and bot templates that possess the ability to resolve all kinds of queries to offer bespoke customer service improvements. Apptentive is regarded as one of the actionable mobile app tools to capture mobile customer feedback. Apptentive. Source: Apptentive.

Feedback 78

Feedback Surveys APIs Customer centricity 78

Lumoa

OCTOBER 31, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 60

Customer Experience Customer centricity Education Consulting 60

ROI CX Solutions

DECEMBER 6, 2024

Chatbots and virtual agents for real-time support When a customer has a simpler inquiry or if they simply can’t reach a human agent on the first try chatbots and virtual agents are excellent AI use cases in contact centers. In most cases, customers find that chatbots can effectively solve many of their simpler concerns.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Pointillist

OCTOBER 22, 2018

Emotion AI. “By By 2022, your personal device will know more about your emotional state than your own family.” — Gartner. The ability to understand and accurately predict your customers’ emotions is precious to you as a customer experience professional.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

Beyond Philosophy

OCTOBER 29, 2014

So yes, that…and make sure you end with bagpipes–really, really loud bagpipes.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Avaya

JUNE 18, 2018

Automated Quality Management can take your quality assurance program to the next level by automating scoring for some or all questions on an evaluation form—empowering quality managers to shift resources from scoring customer interactions to focus on coaching agents, so they can improve customer satisfaction and employee engagement.

Quality management 40

Quality management Analytics Coaching Contact Center 40