Intercom, Inc.

FEBRUARY 26, 2018

As well as being a critical philosophy behind how we build software, it also represents how I feel about the software industry and technology in general. The Apple and Google Play app stores give developers an instant marketplace, a gateway to billions of customers. This is a philosophy worthy of its own presentation.

Engineering 224

Engineering Technology Technology Innovation 224

The Customer Service Blog

DECEMBER 17, 2022

Many people just see the The Godfather as a crime film, but I believe it offers an entire philosophy on how to achieve success in life and in business. Darren Bugg Editor, The Customer Service Blog “Great men are not born great they grow great.” Don Vito Corleone “Never hate your enemies. It affects your judgment.”

Government 84

Government Customer Service 84

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 133

Technology Technology Touchpoint Education 133

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Gaming 167

Gaming Customer Experience Customer Service CX 167

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. It’s a simple concept, really. Some do both.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Satisfaction 118

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. For support leaders watching the world of customer support transform, it’s natural to feel ill-equipped for this new era.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. Provide value to your customers or your audience. For example, there were other Customer Experience consultants when I started.

Start-ups 78

Start-ups Gambling Social Media Education 78

Beyond Philosophy

SEPTEMBER 7, 2015

Here are just a few powerful ways that any company can use social media to engage with their customers: If customer service is important to you, and it should be, then have someone (or a team) be part of your social service strategy. Repurpose content from your blogs and articles. Have a YouTube strategy.

Social Media 166

Social Media Engineering Customer Service CX 166

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy.

Net Promoter Score 137

Net Promoter Score Customer Experience NPS Customer Satisfaction 137

Beyond Philosophy

MARCH 3, 2015

It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago. Each year we tell you that your Customers are unhappy with the service you provide and they want you to change it. You don’t care that Customer service is getting worse. Nothing happens!

Customer Experience 146

Customer Experience Customer Expectations Customer Service 146

Beyond Philosophy

AUGUST 17, 2023

As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Every company has to align what they charge with what their customers value. Pine also says that people want goods and services to be commoditized.

Hospitality 78

Hospitality Hospitality AI Technology 78

Beyond Philosophy

AUGUST 1, 2019

When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

CX Accelerator

OCTOBER 25, 2018

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. The AI revolution is truly at the doorstep of Customer Service…and it will change the face of the industry forever. Great knowledge and harmonized service across all channels are the foundation on which AI will rest.

CX 140

CX Net Promoter Score NPS Contact Center 140

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” They communicate well. They are easy to use.

CEM 138

CEM Engineering Innovation Customer Experience Management 138

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, if your employee experience isn’t great, your customer experience probably won’t be either.

Retail 167

Retail Customer Experience Customer Service CX 167

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization.

Data Mining 131

Data Mining CEM Customer Retention Customer Loyalty 131

Beyond Philosophy

MARCH 12, 2015

I love watching what people, and Customers do. Have you ever got three quotes for a service and thought. Your Customers would raise their hands during this TED talk also. What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. I know I did.

CEM 166

CEM Customer Experience Management Retail Customer Retention 166

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Beyond Philosophy

MARCH 9, 2018

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. Often, subconscious influences play a much bigger role in customer decisions. Why Customers Make Strange Decisions.

Transportation 178

Transportation Customer Experience 178

Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

Customer Experience 160

Customer Experience Customer Relationship Customer Service Social Media 160

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. The easy things in Customer Experience have been done. It’s a bit like weight loss.

Net Promoter Score 144

Net Promoter Score NPS Start-ups Customer Experience 144

Beyond Philosophy

JUNE 17, 2019

I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! As I often tell my audiences, I am blessed and cursed. So I shouldn’t complain. The waitress comes by.

Start-ups 121

Start-ups Gaming Customer Experience 121

Beyond Philosophy

JANUARY 19, 2015

and Israeli business schools, represents large data sets covering online word-of-mouth, offline word-of-mouth, brand equity, and customer brand research. Other categories – beverages, food and dining, travel, financial services, beauty products, health products and services – are much more likely to be communicated in offline conversations.

Sports 143

Sports Social Media Technology Technology 143

Beyond Philosophy

NOVEMBER 3, 2015

He moved me from Marketing to Customer Service, which was quite a surprise for people. This position, incidentally, set me on the path to Customer Experience. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership.

Start-ups 154

Start-ups Customer Experience CX Customer Service 154

Beyond Philosophy

MARCH 10, 2015

You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. So how do you recover from a mistake with your customers? Acknowledging your emotions is key to communicating with your customer. Everyone makes mistakes. We all make mistakes.

CEM 142

CEM Customer Retention Customer Experience Management Customer Relationship 142

Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. The paternity policy at Virgin reflects two critical elements for the link between Employee Experience and Customer Experience. Emotions Play Big Roles in Both Employee and Customer Experiences.

Customer Experience 160

Customer Experience B2C B2B CX 160

Beyond Philosophy

SEPTEMBER 19, 2014

How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? So in the spirit of sharing skills, here are four things you can do to get Customers to do what you want: Tell them stories. In addition, most Customers don’t like to feel like they are losing anything.

CEM 118

CEM Customer Experience 118

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. I hold nothing back.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. Customer Satisfaction score to denote the health of the economy. Me: (Sigh).

Net Promoter Score 113

Net Promoter Score CX CEM Customer Satisfaction 113

Beyond Philosophy

SEPTEMBER 15, 2015

This poor Customer Experience is one reason I now use Netflix more than my cable company. For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., My recent experiences with my cable company have been the complete opposite.

Net Promoter Score 153

Net Promoter Score NPS CX Retail 153

Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. People begin searching for new products and services online and will order new service online.

CX 106

CX Retail Customer Retention Start-ups 106

Beyond Philosophy

NOVEMBER 16, 2016

Customers noticed the change, but not in a good way. Customers voiced their displeasure on their Facebook page and all over social media. Hence, the gap between the peaks that outrages customers—and reflects poorly on their brand. They changed it recently, and customers didn’t like it. candy bar to 150 (5.291).

Social Media 167

Social Media Customer Loyalty Customer Experience CX 167

Bill Quiseng

DECEMBER 15, 2014

This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. Or the Customers?

Direct Marketing 160

Direct Marketing Customer Service Customer Experience 160

Beyond Philosophy

SEPTEMBER 23, 2014

In both cases, the police said that it was a “Customer Service” issue. If something as little as legroom disputes have escalated to the point that they can ground a flight, it might be an indication that the Customer Experience needs a little attention. Let me coin the phrase for the first time, “Seat rage” (lol)!

CEM 134

CEM Start-ups Customer Experience Customer Service 134

Beyond Philosophy

NOVEMBER 26, 2018

In our customer experience consultancy I see many companies that mistakenly think that more choices make customers happier. In fact, when customers have too many choices, they often become confused and dissatisfied. Customers tasted an average of two jams, no matter how big the assortment was. Avoiding the Choice Problem.

Sales 109

Sales Customer Experience Technology Technology 109

Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. In marketing Beyond Philosophy, I’ve been interviewed on TV and radio many times. At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. Well…It depends! This argument went on for weeks.

Start-ups 111

Start-ups Entertainment Sales Customer-Centric Organization 111

Beyond Philosophy

APRIL 13, 2016

Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? We all know it costs less to keep a customer than it does to acquire a new customer. entrepreneur.com.).

CEM 113

CEM Retail Start-ups Customer Experience 113