Beyond Philosophy

JUNE 12, 2017

We witness it all the time in our customer experience consultancy. We see complainers among front-facing employees when we use customer mirrors to analyze the experience from the customer’s viewpoint. Front-facing employees who complain do more than turn off customers with their bellyaching.

Morale 377

Morale Consulting Consulting Engineering 377

ShepHyken

JULY 14, 2017

Morality hits rock bottom when the quality of Product A is superior to B. The affiliate not only betrays the consumer for B’s commission, the loss to the customer exceeds the cost of product – opportunity cost of time, as well as the sense of disappointment instead of the promised benefit.

Customer Experience 118

Customer Experience Morale Advertising Surveys 118

Beyond Philosophy

JULY 5, 2017

But I see the same thing in the businesses we help at our customer experience consultancy. Mission statements and aspirations are great, but standing alone, they don’t inspire employees or lead to concrete actions that improve the customer experience. At Beyond Philosophy, we call this a Customer Experience Strategy.

Morale 324

Morale Consulting Consulting Employee engagement 324

ShepHyken

FEBRUARY 23, 2021

How Web Accessibility Creates a Better Customer Experience for Everyone. Quotes: “Advertising that you’re an accessible company that wants to open their doors to everybody, is a positive message that will increase your brand reputation and help ensure that every customer has a positive experience shopping with you.”.

Morale 72

Morale Advertising Surveys Technology 72

Beyond Philosophy

OCTOBER 9, 2015

4 Ways to Gain Customer’s Trust in Data Security. The Moral Dilemma: Collecting Data on Customer Behavior. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Big data 410

Big data Consulting Consulting Morale 410

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Employee engagement 366

Employee engagement Morale Customer Experience Feedback 366

Playvox

MARCH 21, 2024

When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale. The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. All of this leads to better agent morale.

Morale 90

Morale Contact Center Quality management Coaching 90

Beyond Philosophy

FEBRUARY 27, 2017

In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

ShepHyken

JUNE 14, 2016

They discuss the radical overthrow of conventional business mentality which is transforming the employee and customer experience. This provides an opportunity for higher sales, a boost in employee morale, and brand loyalty. The result is that price becomes irrelevant.

Morale 212

Morale Consulting Consulting Sales 212

MiaRec

MAY 11, 2024

Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes on an agent. In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover.

Morale 105

Morale Contact Center Agent burnout Personalization 105

ShepHyken

OCTOBER 11, 2022

Creating Employee Morale Through Gifting. How Happy Employees Translate Into Happier Customers. He shares how companies can use gifts to create employee morale, nurture team connections, and ensure employee retention. answers the following questions and more: Why is company morale important? Amazing Business Radio with?Shep?Hyken

Morale 200

Morale SaaS Personalization Sales 200

Myra Golden Media

APRIL 28, 2021

Designate time to play virtual games to build teamwork and morale. Incentivize positive customer interactions, adherence to policy, and collaboration through recognition, bonuses, and gift cards. This will minimize distractions during calls with customers. Voicing grievances negatively affects morale. Provide incentives.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

ShepHyken

APRIL 14, 2020

How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. Working Remotely in Times of Crisis. Shep Hyken interviews Daniel Ramsey, CEO of MyOutDesk.

Morale 309

Morale Technology Customer Experience Personalization 309

ShepHyken

DECEMBER 15, 2017

This week we feature an article by Keith Schorah who states that in order to deliver an excellent customer experience, you have to know your customers better than ever before, and this begins with your frontline. Employee engagement is crucial for any organization striving to become more customer-centric.

Employee engagement 305

Employee engagement Customer centricity Feedback Morale 305

Beyond Philosophy

JULY 26, 2018

Your Customers Have Expectations, Too. The way we evaluate everything is comparing it to something else, including Customer Experiences. In other words, I may never have bought insurance from a particular company, but I have dealt with an insurance company before, so I expect something similar based on that experience.

Real estate 330

Real estate Morale Customer Experience Consulting 330

ShepHyken

AUGUST 29, 2018

My friend and fellow customer experience expert, James Dodkins, has a great way of saying it: If you want to put your customers first, you need to put your employees first, first. He also knows about being a rock star, as in his “past life” he toured the world as a guitarist in a heavy metal band.

Employee engagement 246

Employee engagement Morale Personalization Customer Experience 246

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar.

Airlines 222

Airlines Customer Service Employee engagement Morale 222

CX Global Media

OCTOBER 22, 2018

For many, managing morale and employee engagement in a contact center is a complete mystery. Regardless of how lost you feel now, join Joachim “Joe” Rogers, Senior Director of Customer Care Center for Coca-Cola Bottling Co. UNTIL NOW – Managing morale and employee engagement in a contact center was a complete mystery.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

SharpenCX

AUGUST 19, 2021

The company’s built a best-in-class customer experience that’s ignited growth like rocket fuel. We’re crushing on Shopify and their dedication to building better tools and the best customer experience for entrepreneurs. And, treating your employees well is the first step to a better customer experience.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. Inclusive Design Redesigning the customer experience will require implementing inclusive design strategies. Inclusive CX posits that every individual has the right to full and equal participation in the customer experience.

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

24-7 InTouch

NOVEMBER 18, 2024

Lower stress levels in agents show positive outcomes such as increased performance, decreased attrition rates, and higher morale. The use of automation in digital channels reduces average handling time (AHT) by taking care of repetitive tasks like customer authentication and clarifying intent.

Interactive Voice Response 52

Interactive Voice Response Customer Experience First call resolution Average Handle Time 52

ShepHyken

DECEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. Freshdesk) Customer service teams now have more resources at their disposal than ever for understanding and assisting customers.

Customer Service 242

Customer Service Morale Coaching Customer Experience 242

ShepHyken

NOVEMBER 25, 2016

This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. It’s a great example of how not to give excellent customer service! So what’s the moral of this story? Shep Hyken .

Morale 287

Morale Coaching Customer Service Customer Experience 287

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. The Consequence of Choice.

Consulting 304

Consulting Consulting Customer emotions Morale 304

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business.

Journey mapping 280

Journey mapping Customer Service Employee engagement Morale 280

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CX Accelerator

JUNE 19, 2018

55% of Customers would pay more for a better customer experience * *“50 Important CX Stats to Know,” Defaqto Research, July 19, 2017 CX Professionals know that designing an exceptional and memorable customer experience is very important. Moral of the story? Observe what they do.

Customer Experience 159

Customer Experience Airlines Morale Surveys 159

Calabrio

MARCH 26, 2025

This results in low morale, reduced productivity, and high turnover. By centralizing data and automating reporting, they streamlined workforce operations, improved coaching efficiency, and enhanced decision-making immediately improving agent adherence by 20% and driving stronger customer experiences.

Coaching 85

Coaching Call Center Morale Analytics 85

CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Myra Golden Media

APRIL 1, 2019

Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience. All who supervise people will gain tactical insights to help them bring out the best in people at their worst – in such a way that doesn’t cause resentment. We get the behavior we tolerate.

Morale 276

Morale Coaching Feedback Management 276

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback. The most recent piece was about boosting agent morale. Here are my top five picks from last week.

Morale 166

Morale Customer Service Chatbots Feedback 166

Taylor Reach Group

DECEMBER 11, 2019

It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience. Failure to do so, not only does not deliver the expected and desired results but also could have negative impacts on employee morale and motivation. Keep measurements simple!

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Here are my top five picks from last week.

Customer Service 216

Customer Service Customer retention Morale Customer Experience 216

ShepHyken

JULY 29, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customer Experience Game Plan: Olympics Edition by Brittany Hodak (Brittany Hodak) In business, fostering a sense of belonging and enthusiasm among employees can lead to remarkable outcomes.

Customer Service 216

Customer Service Chatbots Morale Self service 216

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When companies focus on constant improvement, even if it’s just 1% at a time, it can create a wave of positive impact on customer satisfaction. What is effective empathy?

Customer centricity 236

Customer centricity Morale Feedback Customer Experience 236

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. Here are my top five picks from last week.

Customer Service 189

Customer Service Morale Customer retention Marketing 189