Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. They can also provide useful feedback and build brand-based communities. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. Today, is that enough?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

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

COPC

SEPTEMBER 23, 2024

Amid the constant shifts in contact centers and customer service, the allure of technological solutions often draws our focus. One AI-powered tool that has gained widespread use is sentiment analysis, designed to gauge customer emotions and improve service delivery. Ian Aitchison is the CEO of COPC Inc.

Feedback 82

Feedback Contact Center Consulting Consulting 82

Beyond Philosophy

JULY 13, 2016

On the disruptive nature of improving Customer experience, the airline representative spoke of how the organizational change is “ valuable in its own right and should be considered a benefit of focusing on Customer Experience.”. How to Measure Customer Emotions. Register here today !

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

JULY 13, 2021

Therefore, how they measure success tends to be transactional, aka, how much the call center expense was reduced, not experiential, aka, how it makes a customer feel. However, that doesn’t mean that the organization can’t ensure the third-party partner delivers the proper Customer Experience.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

CSM Magazine

NOVEMBER 12, 2024

For many people, applying for a loan is often a last-resort decision, and your customers’ emotions are likely to be heightened. Your customers will feel informed and less uncertain when you set clear expectations about things like repayment timelines and required documentation.

Customer Service 52

Customer Service Education Feedback Customer emotions 52

Enghouse Interactive

JULY 23, 2021

Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. Therefore, managing what your customers remember is imperative for organisations today. Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy.

Customer emotions 98

Customer emotions Management Consulting Consulting 98

CSM Magazine

JANUARY 15, 2025

Building strong customer relationships hinges on one key skill: empathy. Understanding a customers emotions and concerns can transform an average interaction into a memorable experience. AI role-play creates realistic customer scenarios, helping you practice emotional intelligence in dynamic environments.

Construction 52

Construction Feedback Customer emotions Personalization 52

TeleDirect

JANUARY 17, 2025

Acknowledge the customers emotions before moving to problem-solving. Emotional Intelligence Emotional intelligence involves recognizing, understanding, and managing your emotions while navigating the customers emotional state. High emotional intelligence helps agents remain calm and composed.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

Beyond Philosophy

AUGUST 12, 2015

If you find a person who is a good representative of a sample of one of your C ustomer personas , you can get a pretty good idea of how your experience is being interpreted by that whole group based on the feedback you get from that individual. And changes to improve that reaction will also get the same response.

Customer Experience 390

Customer Experience Feedback Personalization Customer emotions 390

Interaction Metrics

MARCH 13, 2025

Customer sentiment analysis involves evaluating customer data to understand emotional tonewhether it’s positive, negative, or neutral. It relies on natural language processing (NLP) and machine learning to classify customer feedback. Sentiment analysis data alone doesn’t improve the customer experience.

Customer Experience 62

Customer Experience Feedback Metrics Customer emotions 62

ProProfs Blog

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. In-App feedback mechanisms are convenient, which allow users to share their concerns without disrupting their mobile app experience. What is an In-App Feedback Survey?

Feedback 78

Feedback Surveys APIs Customer centricity 78

Beyond Philosophy

OCTOBER 24, 2014

He maintains that his focus on taking care of Customers, listening to their feedback on the experience, and fixing problems when they arise ensures that they continue to get the same rankings by their Customers that they do now. He isn’t concerned about that, however. I couldn’t agree more.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

AskNicely

OCTOBER 10, 2018

Do they feel as if you listen to customer feedback? When your customers emotionally connect with your brand, logo and colors become a trigger for that connection. Ask your customers. Use customer feedback to know your audience. Action customer feedback to create brand stories which amplify your brand.

Feedback 60

Feedback Benchmark Customer emotions Marketing 60

TMP Direct

JANUARY 20, 2025

Five effective ways to add a personal touch are: Train agents to actively listen, focusing on customer concerns. Encourage empathy to ensure agents truly understand customer emotions. Use customer history to personalize interactions and anticipate needs. Empower agents to proactively solve issues before they arise.

Customer Care 52

Customer Care Personalization Customer emotions Technology 52

Beyond Philosophy

SEPTEMBER 26, 2019

At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience. Saying the same thing as everybody else is not going to get in The New York Times. To do so, I baited the trolls.

Entertainment 276

Entertainment Sales Consulting Consulting 276

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. There is now broad recognition that people are not as engaged through their intellect as they are engaged through their emotions.

Customer Service 174

Customer Service Construction Contact Center Scripts 174

CCNG

AUGUST 28, 2024

Embrace Feedback and Continuous Improvement: Gather feedback from customers and agents to identify areas of success and areas for improvement. This technology enables real-time understanding of customer emotions during interactions.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Calabrio

APRIL 8, 2025

These core steps in the sentiment analysis process ultimately enable businesses to transform vast amounts of unstructured customer feedback into structured, actionable insights about customer feelings and experiences. Does a particular product line generate exceptionally positive feedback?

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Beyond Philosophy

JUNE 11, 2015

Several years ago, one executive of a game design firm defined gamification as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.” This gave gaming something of a Philosopher’s Stone, or magic wand, aura.

Gamification 265

Gamification Big data Personalization Feedback 265

CSM Magazine

FEBRUARY 19, 2025

From automated order processing and personalized recommendations to optimized feedback systems, AI is not only streamlining operations but also enhancing the customer experience in profound ways. Modern AI-powered systems analyze data, understand customer preferences, and optimize restaurant operations.

Customer Experience 52

Customer Experience Chatbots Wait times Feedback 52

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. What is emotion analytics? As you’d expect, it’s all about the data.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

Beyond Philosophy

MAY 23, 2024

Another essential metric about an organization’s customer-centricity is how much and what type of training it provides its new call center employees. Do they give weeks of training on the systems call center agents access and need more on managing customer emotions? Another problem facing AI is the type of data collected.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

aircall

SEPTEMBER 22, 2021

One key way to find out is to listen to customer feedback. Doing so will help your company focus on the end customer, drive customer satisfaction and customer success, and build a loyal customer base. Why Does Customer Feedback Matter? Your business relies on a loyal customer base.

Feedback 62

Feedback Journey mapping Brand ambassadors call center software 62

Beyond Philosophy

NOVEMBER 5, 2020

Professor Kahneman noticed that the Air Force trainers would always give pilots negative feedback about anything they made a mistake on, no matter how small. Nobel-Prize winning economist Professor Daniel Kahneman, the author of Thinking Fast and Slow , was hired once by the Israeli Air Force to review their pilot-training programs.

Consulting 324

Consulting Consulting Advertising Best practices 324

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Bill Quiseng

APRIL 18, 2021

Having not experienced good examples of communication, collaboration or relationship-building skills, how will your people whom you entrust to take care of your customers emotionally connect with them? to get feedback from those who are directly interacting with your customers. Regularly ask “What are you hearing?”

Customer Service 167

Customer Service Education Self service Advertising 167

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

ProProfs Blog

MARCH 18, 2020

When you read these, it doesn’t seem too difficult to estimate customers’ satisfaction level, right? What if you need more constructive feedback to make things better for your customers? Well, you have to understand how to measure customer satisfaction by expressing it in meaningful, comparable, and unbiased numbers.

Surveys 145

Surveys Metrics Feedback Best practices 145

CSM Magazine

JANUARY 3, 2025

Sentiment analysis helps in understanding customer emotions, while automation ensures swift handling of repetitive tasks. Einsteins integration with Salesforces CRM platform ensures that all customer data is centralized and easily accessible.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

Interaction Metrics

MARCH 27, 2025

This number shows how many customers stayed with you over a given period of time. At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. But if its low, what can you do to improve it?

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Outsource Consultants

MARCH 17, 2025

Empathy and Emotional Intelligence Empathy transforms good agents into great ones. Filipino call center professionals often excel in this area, showing a genuine understanding of customer emotions and responding with appropriate care and concern. Encourage open communication and employee feedback.

Call Center 67

Call Center outsourcing Education Consulting 67

Calabrio

MARCH 31, 2025

This instant support enables agents to navigate complex issues smoothly, delivering personalized solutions faster while supporting compliance and reinforcing prior training and feedback. This means fair and consistent feedback, targeted coaching, and continuous improvement. Implementing quality checks and validation processes is key.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

CSM Magazine

JANUARY 2, 2025

Emotional Intelligence Training : Empathy is one part of emotional intelligence (EQ). Teach your team how emotions affect communication, including how to recognize non-verbal cues like tone or pace in a conversation. Ongoing Feedback : Provide agents with direct feedback on their interactions.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

NOVEMBER 26, 2024

Predictive analytics is a forward-thinking approach that ensures the brand can stay one step ahead of its customers’ needs. Sentiment Analysis Sentiment analysis helps companies understand customer emotions by evaluating feedback across social media, reviews, and service logs.

Finance 52

Finance Chatbots Banking Analytics 52

Calabrio

MARCH 5, 2025

Digital Interactions: Website and mobile app usage, social media mentions, online reviews, and feedback forms. Surveys and Feedback: Customer satisfaction (CSAT) scores, Net Promoter Scores (NPS), and post-interaction surveys. Offline Interactions: In-store visits, point-of-sale data, and physical customer feedback.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

CSM Magazine

JANUARY 2, 2025

Emotional Intelligence Training : Empathy is one part of emotional intelligence (EQ). Teach your team how emotions affect communication, including how to recognize non-verbal cues like tone or pace in a conversation. Ongoing Feedback : Provide agents with direct feedback on their interactions.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52