Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one.

Construction 78

Construction Finance Customer Experience Management Retail 78

Uniphore

JULY 10, 2021

Live Agent Assist Demos and Case Studies Showing: How to Train and Onboard Your Agents in the New Normal Without Relying on Knowledge Management How to Arm Your Agents With the 10 Superpowers that Reduce AHT and Boost NPS How to Coach Your Agents to Become Your Best Agents Without Traditional QM and PM How to Go Beyond FCR and Avoid the Next Issue.

Contact Center 223

Contact Center Legal Artificial Intelligence Social Media 223

Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Recognize that customer emotions apply. Manage different customers differently.

Customer Experience 155

Customer Experience B2B B2C Customer Relationship 155

Uniphore

NOVEMBER 9, 2021

To address common challenges, many organizations are turning to artificial intelligence and conversational service automation to deliver better customer experiences and employee efficiencies. Defining and achieving business objectives (ROI and bottom-line, contact center metrics, newly defined KPIs).

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. As a direct result of the pandemic, customer expectations have changed dramatically. Assess every position.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

ECXO

MAY 16, 2023

What is a Customer Data Platform? The CDP Institute defines a customer data platform as “packaged software that creates a persistent, unified customer database that is accessible to other systems.” We invite you to download this complimentary eBook: A guided journey for choosing a Customer Data Platform.

Technology 98

Technology Technology Customer Experience 98

Intercom, Inc.

JULY 6, 2022

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. Increase engagement and encourage action with two-way SMS that connects you to your customers anytime, anywhere.

Start-ups 210

Start-ups Customer Retention 210

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Fonolo

MAY 30, 2023

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

ECXO

APRIL 2, 2023

Both are based on the concept of continual improvement by learning from past successes and failures to identify and implement changes to increase customer satisfaction by delivering value and meeting or exceeding expectations.

Close the Loop 128

Close the Loop CX Net Promoter Score Sentiment Analysis 128

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Business Operations 108

Business Operations Customer Satisfaction Sales Customer Service 108

Inside Customer Service

FEBRUARY 10, 2022

The biggest issue was a lack of internal customer service. Poor internal customer service frustrates many employees like my friend. This post will answer three critical questions: What is internal customer service? What is internal customer service? Customer-focused organizations tend to define "customer" more broadly.

Customer Service 130

Customer Service Contact Center Retail Sales 130

Uniphore

DECEMBER 27, 2021

As a result, organizations are increasingly look to automation technology to manage higher inbound traffic and improve operational efficiencies. Each underscores the importance of user experience in a program’s success: How do you define and measure the end-to-end process that impacts the user experience?

Manufacturing 211

Manufacturing AI Engineering Technology 211

Intercom, Inc.

SEPTEMBER 10, 2020

That experience led to his bestselling book, The Sales Acceleration Formula. Yet in Mark’s experience working with and mentoring startups, he’s found that many entrepreneurs go with intuition over information. According to Mark, customer retention is a far better indicator of success: . Mark couldn’t disagree more: . “I

Customer Retention 226

Customer Retention Sales Customer Acquisition Start-ups 226

Zendesk

JULY 12, 2023

That said, hospitality brands continue to face challenges that impact their ability to consistently deliver a high level of service to their guests, including: Labor shortages: Like most industries, hospitality companies struggle to maintain staffing levels to pre-pandemic levels, including customer service and guest service staff.

Hospitality 93

Hospitality Hospitality Engineering Innovation 93

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. To that end, in this episode we share the five rules of a successful customer experience implementation. Analyze: What changes are possible that might improve experiences?

Net Promoter Score 113

Net Promoter Score Customer Experience Management Consulting NPS 113

Experience Investigators

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter? Then, Create a CX Charter.

CX 130

CX Net Promoter Score Government NPS 130

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Net Promoter Score 188

Net Promoter Score Entertainment Customer Loyalty Healthcare 188

Intercom, Inc.

DECEMBER 22, 2020

This year, we launched Scale , a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center. . When we created Scale, we had no idea what the year would hold in store; we simply knew that investing in long-term customer relationships was the key to success.

Customer Relationship 220

Customer Relationship Customer Loyalty CX Sales 220

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Finance 91

Finance Customer Retention Sales Technology 91

Beyond Philosophy

JULY 11, 2020

The 5 Rules for Making and Managing Customer Memories. I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Map your customers’ “fishing nets.”

Start-ups 140

Start-ups Customer Loyalty Customer Experience CX 140

Beyond Philosophy

FEBRUARY 13, 2021

Customers buy habitually, and that’s great when their habit is to buy from you. Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do. Understanding customer triggers. Distract your customer from their existing habit.

Government 179

Government Management Consulting Customer Experience CX 179

Beyond Philosophy

JULY 17, 2021

After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Key Ideas to Improve your Customer Experience.

Customer Experience 109

Customer Experience Social Media Management Consulting CX 109

ECXO

APRIL 2, 2023

Both are based on the concept of continual improvement by learning from past successes and failures to identify and implement changes to increase customer satisfaction by delivering value and meeting or exceeding expectations.

Close the Loop 98

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 98

Beyond Philosophy

NOVEMBER 25, 2023

Their experience improvement efforts have been successful, but not as wildly successful as they had hoped. Every department in the organization plays a role in the Customer Experience. Some of them think their insular role inside operations puts a big barrier between them and how the customer feels about the organizations.

Legal 78

Legal Finance Technology Technology 78

Beyond Philosophy

SEPTEMBER 8, 2022

Patterson shared her five rules for a successful implementation, which were: Define. Rule #1: Define. For the first phase or rule, Define, she worked to discover what the company wanted to accomplish with the program. Patterson and her team spoke with the customer service teams, customers, and sales teams.

Customer Experience 97

Customer Experience Net Promoter Score Innovation NPS 97

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

Customer Experience 167

Customer Experience Retail Start-ups Engineering 167

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Zendesk

MARCH 7, 2024

Workforce optimization (WFO) is a business strategy that combines workforce management (WFM) and quality assurance (QA) principles to maximize workforce efficiency. Businesses today walk on a tightrope when it comes to customer service and efficiency. On one side, a capable workforce is always available to meet consumer demand.

AI 52

AI Customer Satisfaction CX Construction 52

Beyond Philosophy

AUGUST 26, 2023

It stinks to wait around for something as a customer. However, it’s a fact of life that customers have accepted over time. It also stinks to know that your experience makes customers wait sometimes. However, despite your diligent efforts, you still have some time where customers are waiting around.

Start-ups 78

Start-ups Customer Experience 78

Shep Hyken

APRIL 13, 2022

Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. Just out of college I started my career as a customer service expert. These lessons laid the foundation that ignited my passion for customer service. The right thing to do.

Customer Service 119

Customer Service Start-ups Customer Experience 119

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Start-ups 167

Start-ups Customer Experience Customer Loyalty CX 167

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

Experience Investigators

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journey Map 136

Customer Journey Map B2B B2C CX 136