Outsource Consultants

FEBRUARY 25, 2025

In this post, we’ll explore how to harness the power of call centers to increase your ecommerce sales and stay ahead in the competitive digital marketplace. They enhance customer experiences, streamline operations, and boost sales. Providing Technical Support In the digital realm, technical issues can block sales.

Call Center 67

Call Center Sales outsourcing Technical Support 67

Beyond Philosophy

NOVEMBER 10, 2014

Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

NOVEMBER 7, 2016

Philadelphia area McDonald’s donate 100% of the income generated from coffee sales to a local youth homeless shelters. In nearby Delaware, McDonald’s owners across the state have a Coffee with a Cause program that uses 50% of the net coffee sales to support a charitable organization chosen in the area by owner/operators.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

DECEMBER 22, 2014

But they are also preserved all over the purse straps carried by the actress down the red carpet for sale on Ebay and infesting the “try me” button the label maker displayed on the shelf at the office supply store. So sure, cooties are fictional critters infesting playgrounds all over the world as we speak.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

NOVEMBER 19, 2014

Furthermore, they will donate all the proceeds from the sales of these commemorative chocolate bars to The Royal British Legion, a charity in Britain that addressed the social and emotional necessities of current and past members of the British Armed Forces and their families. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

NOVEMBER 4, 2014

Wine stores play music to put their customers in a happy and relaxed mood. Research shows that classical music boosts wine sales the most, but an experiment showed that playing French or German music can have a huge boost on the sales of the wines originating from that country. www.winepleasures.com. 29 July 2011.

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

Beyond Philosophy

NOVEMBER 10, 2014

An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. An Insurance company reduced certain repeat calls from 76% to 6 % achieving millions of cost-cuts and also moved Customer satisfaction from 73% to over 90%.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

TeleDirect

JANUARY 15, 2025

What Is Empathy in Customer Service? In the context of customer service, it involves recognizing a customers emotions, acknowledging their concerns, and responding in a way that demonstrates understanding and care. Outbound Call Centers: Focus on business-driven communication , including sales, marketing, and follow-ups.

Call Center 126

Call Center Customer Service Healthcare CRM 126

Beyond Philosophy

NOVEMBER 4, 2014

A spa might have a seating arrangement that brings you closer to the spa products for sale, naturally encouraging the patrons to browse. Even in the Business-to-business environment when getting construction equipment serviced, what is the layout of the site?

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

FEBRUARY 9, 2024

Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. Numerous organizations struggle with eliciting specific emotions in their customers. In this episode, we dive deeper into the step-by-step process of evoking specific customer emotions.

Customer emotions 221

Customer emotions Sales Technology Customer Experience 221

Beyond Philosophy

DECEMBER 13, 2019

Our research shows that over 50 percent of a Customer Experience is about customer emotions. Furthermore, we know that emotion drives customer behavior. Having awareness of what emotions your experience evokes when and why is critical to your Customer Experience Outcome.

Customer emotions 236

Customer emotions Consulting Consulting Metrics 236

CX Global Media

APRIL 10, 2017

If you need more than just simple product descriptions and frequently asked questions to make a sale and service customers are your people properly equipped? Delivering a great customer experience is not possible even if you have the most modern communication platform. Emotion Wins Every time. About Grypp.

Sales 120

Sales Contact Center Customer effort Call Center 120

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. Where do customer relationships feature on those journey maps? Source: Gartner.

Journey mapping 185

Journey mapping Customer emotions Customer effort B2C 185

Beyond Philosophy

OCTOBER 28, 2014

You wait because you are “service” call, and all the agents are busy with “sales” calls. Naïve and Transactions companies like to transfer a call, or tell you how important you are while you wait to be answered…sometimes for a long time. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

NOVEMBER 15, 2017

Customer-centricity requires you to put the Customer at the center of everything you do. They are focused on sales or margins or operational efficiency, and, to be fair, these areas are crucial to any business. In fact, customer-centricity will result in improvements to these areas. Most organizations are Transactional.)

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ShepHyken

MAY 18, 2021

They discuss the importance of emotional intelligence in customer service and customer experience. Top Takeaways: In customer service and sales, we build authentic relationships and help our customers to make the right decisions using their logic and emotions. Sympathy is not empathy.

Customer emotions 257

Customer emotions Customer Service Sales Personalization 257

Beyond Philosophy

SEPTEMBER 25, 2017

When customers feel negative emotions like anger, irritation or frustration, they might not make a purchase at all, or they might make one but leave with a negative feeling about the company. Big Data can’t see the distinction because it doesn’t measure emotions. It only shows that a sale was completed (success!)

Big data 284

Big data Journey mapping Consulting Consulting 284

Beyond Philosophy

SEPTEMBER 7, 2016

Of course, before this year, sales of the iPhone have been excellent with the introduction of the iPhone 6. For me, I see product displays, aisles, sales people and a cash register. If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior.

Customer emotions 0

Customer emotions Consulting Consulting Sales 0

ShepHyken

DECEMBER 9, 2016

Here’s a closer look at the numbers: 86% of consumers will immediately quit doing business with a company because of a bad customer experience. 73% of dissatisfied customers cite incompetent, rude, and “rushed” service as the #1 reason for leaving a brand. Customer Experience = Customer Emotion.

Customer emotions 310

Customer emotions Marketing Customer Experience Customer Service 310

Beyond Philosophy

SEPTEMBER 6, 2018

The sandwich debuted in 1981, but was removed from the menu in 1985 due to ‘poor sales’. Positioning your product to help customers be as competitive as possible is the best way to get them to want your product or service. Scarcity Strategies Target Customers Emotions that Lead to Short-Term Spends.

Marketing 53

Marketing Transportation Customer emotions Consulting 53

Beyond Philosophy

MAY 17, 2017

Personalization is a vital concept in the evolution of customer expectations. Using the data collected about customer behavior to present an offer that appeals to the individual is an effective way to create an emotional relationship with your brand. It is still all about emotions.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

NOVEMBER 28, 2016

There’s little doubt that engaged customers can, and do, help shape the brand. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. To build on this statement, let’s begin by looking at the results of satisfaction on downstream customer action.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

OCTOBER 6, 2015

The hope was the Clean Diesel would boost sales in the U.S., which accounts for only about 6% of global sales for the brand. VW marketed the CleanDiesel car models for Audi A3, Jetta, Beetle, Golf, and Passat models to be better for the environment. They charged more for these environmentally friendly cars, too.

Banking 406

Banking Consulting Consulting Government 406

ShepHyken

APRIL 16, 2019

Over ten years, the company’s customer satisfaction rating grew from 67% to 80%, service quality became more consistent between all branches, and sales tripled. The biggest factor in customer loyalty is empathy. Loyalty programs and rewards points may help with customer loyalty, but they’re too easy for competitors to copy.

Scripts 259

Scripts Enterprise Customer emotions Customer Service 259

Beyond Philosophy

JANUARY 28, 2019

We have had clients like Ricoh Canada that improved their Customer Experience, which led to a rise in sales by 10%—and that was in a shrinking market. However, ROI isn’t always about more sales; there are other ways to measure your success in ROI. You could alienate some parts of your customer base. .

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

SEPTEMBER 26, 2019

Berger’s research team looked at The New York Times positive and negative reviews of books and how those review affected sales. They found that there wasn’t a clear answer because, surprisingly, bad reviews didn’t necessarily hurt sales in all cases. They found that sales went up by 40 percent.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

MAY 11, 2016

In 2012, a Reuters Investigation revealed that despite sales since 1998 of more than £ 3 Billion (approx. If you enjoyed this post, you might be interested in the following blogs: Losing Customers Trust is the Worst Penalty VW Will Face. How to Measure Customer Emotions. Just ask Starbucks about these adverse effects.

Consulting 275

Consulting Consulting Healthcare Customer emotions 275

Beyond Philosophy

JANUARY 19, 2019

With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. Having a record of your return on investment (ROI) for Customer Experience programs is vital. An increase in sales is excellent. But not all ROI is sales-based.

Marketing 210

Marketing Customer emotions Consulting Consulting 210

Beyond Philosophy

MAY 12, 2016

Apple’s stock that was already down following the disappointing iPhone sales reports the week prior dropped another 10% on April 28th, which decreases their value by $56 billion. If you enjoyed this post, you might be interested in the following blogs: Negative Emotions & Their Positive Effect. How to Measure Customer Emotions.

Consulting 281

Consulting Consulting Call Center Customer emotions 281

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

Beyond Philosophy

APRIL 2, 2020

That’s such a substantial threat that nobody ever puts the iPhones on sale. The three Fs are wording for Apple employees to use to manage customers’ emotions. For example, if the customer objected to the high price of Apple products, the Genius would have guidance on how to manage that objection. They use heuristics.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

Beyond Philosophy

JANUARY 19, 2019

With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. Having a record of your return on investment (ROI) for Customer Experience programs is vital. An increase in sales is excellent. But not all ROI is sales-based.

Marketing 199

Marketing Customer emotions Consulting Consulting 199

Beyond Philosophy

FEBRUARY 1, 2016

Have you ever left a retail store after a sales associate approached you for the third time to tell you about a special offer? Have you ever nudged your customers ? If you enjoyed this post, you might be interested in the following blogs: Customer Emotions are Predictable. 3 Common Ways Customers Make Decisions.

Journey mapping 280

Journey mapping Consulting Consulting Customer emotions 280

Beyond Philosophy

JUNE 11, 2015

The company doesn’t have, as a result, the ability to track, at household level, what customers are and aren’t purchasing in their stores. What Publix does, instead of loyalty cards, is try different alternative approaches to build sales. Some retailers do more than emphasize the sales and service fundamentals.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

JULY 28, 2015

When we returned from the test drive, I asked our sales rep, how much the car cost. The salesman informed us he was not paid a commission, which told us there would be no high-pressure sales techniques. Therefore, we can learn that playing with the product is a key part of decision-making. Our experience there was quite different.

Finance 299

Finance Advertising Sales Surveys 299

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195