Beyond Philosophy

DECEMBER 8, 2014

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. Today, we have a much larger customer base, and we can’t keep doing things the ways we have always done them. Make It Manageable.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. I would love to read below in the comments of the irrational things that you do in your day-to-day life. Please click here to learn more.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

DECEMBER 5, 2020

The Five Rules for Measuring and Managing Customer Emotions. Ignoring emotion in your Customer Experience strategy is a big mistake and one you can’t afford to make. Incorporating ways to measure and manage customer emotions is critical for your business strategy today. However, it doesn’t have to be.

Customer emotions 195

Customer emotions Journey mapping Management Consulting 195

Beyond Philosophy

OCTOBER 6, 2014

They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization? What emotions does your current experience evoke from your Customers? Why or why not?

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

ShepHyken

DECEMBER 5, 2016

Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. ZDNet) Thomas Wieberneit takes on customer experience management and the differences between delighting the customer all the time (not) and making sure things work for that customer (yes).

Customer Service 313

Customer Service Customer retention Personalization Customer Experience 313

ShepHyken

AUGUST 8, 2022

That said, you’ll enjoy this author’s version of how to WOW your customers. 5 Ways to Drive Customer Retention in a Post-pandemic World by Katie Fairchild. Customer retention statistics show that 65% of a company’s business comes from its existing customer base.

Customer Service 60

Customer Service Customer retention Customer Experience Marketing 60

ShepHyken

JANUARY 27, 2020

This goes beyond their daily duties to cover satisfaction with team members/managers, satisfaction with organizational policies, and the impact of their job on employees’ personal lives. Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers.

Customer Service 52

Customer Service Customer retention Airlines Employee engagement 52

Beyond Philosophy

NOVEMBER 18, 2014

Blogs Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer (..)

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

MARCH 19, 2019

So, how can you implement the idea of innovative Customer Experiences in your organization? Bell has a few ideas for this: Prove to senior management it works. As I have said many times before , you have to have senior management on board if you want to do anything and Bell agrees. High-level management love metrics.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Beyond Philosophy

MARCH 16, 2015

My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. Let’s make sure we work together to avoid them for the benefit of the Customer. Customers deserve better. Please click here to learn more.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

Beyond Philosophy

JANUARY 23, 2015

Blogs Leadership CEM CEO Conferences consultants consumer behaviour customer Customer Analysis Customer Behaviour customer centricity customer emotions customer experience books customer experience management customer experiences Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction customer (..)

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

CSM Magazine

OCTOBER 24, 2024

Utilizing software to manage recurring revenue is seen as a strategy to reach this objective. The Role of Software Solutions Software for managing recurring revenue is essential for optimizing business operations by automating billing tasks to minimize errors and maintain precision in transactions.

Management 52

Management Revenue potential Analytics CRM 52

ShepHyken

AUGUST 24, 2021

Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. It is a philosophy.

SaaS 360

SaaS Upselling Customer retention Feedback 360

CSM Magazine

NOVEMBER 5, 2024

Dynamics 365 is a powerful tool for businesses focused on strengthening their customer service. The customer experience management market is on track to grow at a 15.4% compound annual growth rate (CAGR) through 2030, underscoring the rising importance of tools that centralize and improve customer interactions.

Customer Service 52

Customer Service Management Metrics Consulting 52

CSM Magazine

FEBRUARY 11, 2025

Product management and customer service constantly affect each other’s success through continuous feedback and adaptation. For example, B2B software teams often discover that customers create manual workarounds for missing features, leading to focused product improvements that eliminate these inefficiencies.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

Beyond Philosophy

MARCH 5, 2015

The post 3 Examples of Change for the Better in Airlines appeared first on Beyond Philosophy.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry.

Best practices 52

Best practices Contact Center Management Call Center 52

ShepHyken

DECEMBER 9, 2022

A study by Aspect Software found that companies that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to companies that don’t. . A contact center CRM is a customer relationship management system that’s designed specifically for contact centers.

Sales 314

Sales CRM Contact Center Customer retention 314

Beyond Philosophy

FEBRUARY 3, 2015

Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? They don’t.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

DECEMBER 27, 2019

How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes. As we embark on a new year and a new decade, it is an excellent time to reflect on what we have learned and what made the most significant impact on us regarding customer retention and loyalty.

Customer retention 327

Customer retention Consulting Consulting Customer Experience 327

Beyond Philosophy

FEBRUARY 24, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. . The Relationship Between Customer Experience Management and Sales. Please click here to learn more. An Inside Look at the Casino Experience.

Customer centricity 305

Customer centricity Customer retention Consulting Consulting 305

Beyond Philosophy

OCTOBER 28, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

TeleDirect

JANUARY 7, 2025

Whether its a technical glitch, a healthcare crisis, or a travel disruption, having round-the-clock support ensures that your customers are never left stranded. Boosting Customer Retention Consistent, reliable customer service builds trust and loyalty. Provide personalized assistance to enhance the customer experience.

Call Center 125

Call Center Abandon rate Average Handle Time Healthcare 125

ShepHyken

FEBRUARY 5, 2019

They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products. In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention.

Customer retention 224

Customer retention Surveys Sales Customer Service 224

CSM Magazine

NOVEMBER 22, 2024

Understanding CIM Software Before delving into strategies for improving customer interactions with businesses using CIM software, it is crucial to understand what customer interaction management software involves. Proactive Customer Service Understanding and meeting customer needs is crucial for keeping them loyal to a business.

Management 52

Management Analytics Feedback CRM 52

TeleDirect

DECEMBER 25, 2024

Allow customers to switch between channels without losing context. Customer Relationship Management (CRM) Systems Store customer data and interaction history. Track and analyze customer trends to improve service. Predict customer needs using data-driven insights. The result?

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

CSM Magazine

MARCH 4, 2025

For warehouses, product returns often become a complex puzzle, involving logistics, inventory management, and customer satisfaction. Customers get frustrated, leave bad reviews, and stop being loyal if things aren’t handled well. On the flip side, a slow or complicated process can turn even loyal customers away.

Management 52

Management Transportation Technology Customer retention 52

ShepHyken

AUGUST 10, 2020

How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty.

Customer Service 235

Customer Service Customer retention Customer centricity Education 235

Beyond Philosophy

DECEMBER 6, 2018

Nonetheless, it costs less to keep customers than getting new customers. However, success in this area requires that the mindset of the organization needs to change from customer acquisition to customer retention. consumers will spend up to 17% more with companies that provide excellent customer service.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

ShepHyken

OCTOBER 8, 2018

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements b y Alan Finlay. Relay) Improving customer retention requires looking at the customer lifecycle as a whole and searching for ways to optimize each stage.

Customer Service 224

Customer Service Customer retention Call Center Metrics 224

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. To address the growing vulnerability in call center customer bases…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

Outsource Consultants

MARCH 20, 2025

Between its bilingual talent, cultural compatibility, and smart pricing, Mexico call centers are becoming the go-to solution for brands serious about keeping customers closeand competitors at bay. Lets break down why Mexico customer retention solutions are gaining traction and how theyre quietly helping brands build lasting customer loyalty.

Customer retention 67

Customer retention outsourcing Call Center Bilingual agents 67

Beyond Philosophy

DECEMBER 31, 2019

Prediction #1: The C-Suite Team will see this as the year that Customer Experience must produce returns, or it will get cut. Many senior managers believe that we’ve given Customer Experience a fair crack of the whip. . The number two thing was customer retention. However, retention is essential, too.

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

Outsource Consultants

MARCH 12, 2025

Mexico’s call centers are setting new benchmarks in customer retention. With a unique mix of cultural understanding, cost efficiency, and innovative service strategies, theyre proving to be a top choice for businesses seeking long-term customer loyalty.

Customer retention 67

Customer retention Call Center outsourcing Consulting 67

Cincom

JANUARY 30, 2025

This clearly highlights that if companies limit themselves to standard loyalty programs, customers will not hesitate to leave, consequently cutting down a large chunk of your revenue. Thats where customer experience software enters. What is customer experience management? What role does data play in CX software ?

Customer retention 40

Customer retention Customer Experience Analytics Feedback 40

Beyond Philosophy

OCTOBER 2, 2017

This is a classic example of companies blaming other people for their own failure to focus on what customers want. 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.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

Beyond Philosophy

JUNE 28, 2019

However, the happier medal winner is the bronze medalist, and the reason we know this is the subject of this episode of The Intuitive Customer. Listen to the podcast in its entirety to learn more about How We Can Measure Customer Emotions in Our Digital World for your Customer Experience.

Customer emotions 304

Customer emotions Customer retention Consulting Consulting 304