Beyond Philosophy

JULY 24, 2021

While I would love to take credit for it myself, I realize that we could never have won without the excellent team we have here. Our team-building strategy is deliberate and repeatable. I have used it to help organizations that hire us to improve their Customer Experiences to build their teams.

Customer Experience 78

Customer Experience Management Consulting CX 78

Steven Van Belleghem

FEBRUARY 14, 2023

On the one hand, yes, more customers will choose for the best price, today. Just be transparent and honest about it and customers will really appreciate that. Stop organizing your own failure Yet I see so many leaders that are organizing their organization’s failure, by putting unnecessary pressure on their teams or on themselves.

Customer Experience 98

Customer Experience Gaming CX Sales 98

Customer Think

JULY 29, 2021

This is the first post in a series titled “Customer Experience IS Team Member Experience.” As much as I am a people person, I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes t.

Customer Experience 72

Customer Experience 72

Customer Think

AUGUST 6, 2021

This is the second post in a series titled “Customer Experience is the Result of Team Member Experience.” Before I launch into an expansion of employee engagement research, I thought I’d share the real-world impact of employee disengagement a.

Customer Experience 69

Customer Experience 69

Customer Think

APRIL 30, 2021

This is the third post in a series titled “Team Member and Customer Experience Value.”. Writing for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more valuable t.

Customer Experience 72

Customer Experience 72

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Success Factors for CX Teams.

Sports 94

Sports Customer Experience Scorecard CX 94

Customer Think

JUNE 19, 2023

In the realm of Customer Experience (CX), teams often embark on a challenging quest to deliver exceptional service. However, they frequently encounter obstacles that impede their path to success.

CX 52

CX Customer Experience Customer Feedback Technology 52

Customer Think

AUGUST 19, 2021

This is the fourth post in a series titled “Customer Experience IS Team Member Experience.”. Earlier posts in this series looked at employee engagement’s research history, defined it in behavioral and attitudinal terms, and rev.

Customer Experience 52

Customer Experience 52

Customer Think

APRIL 22, 2021

This is the second post in a series titled “Team Member and Customer Experience Value.” This installment is titled “It’s Not About Price. It’s About Perceived Value.” In the first post in this series, I covered six components of value creati.

Customer Experience 64

Customer Experience Customer Loyalty 64

Customer Bliss

MAY 5, 2016

‘Cross-functional teams’ can often sound like a business buzzword. Who has time for cross-functional teams in a modern business environment? If you start talking about cross-functional teams and what that means for customer experience, the journey for your organization is even more nuanced.

Customer Experience 73

Customer Experience Scorecard Innovation CX 73

Heart of the Customer

FEBRUARY 4, 2015

A new digital experience can make or break success for a manufacturer. But what do you do when you discover that many of your customers’ pain points are analog? And the way she answered it was by creating an environment where customer experience is everybody’s job. That’s the situation that Laurie Englert was in.

Sports 79

Sports Customer Journey Map Customer Experience Manufacturing 79

Inside Customer Service

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. It also helps experienced customer service pros refresh their skills. Access to Customer Service Foundations for all participants. Step 4: Share pre-work.

Customer Service 219

Customer Service Start-ups Customer Expectations 219

Callminer

OCTOBER 10, 2023

From inflation to climate change, this blog explores the top trends impacting modern insurers, and how these teams can improve customer experience while reducing costs.

Customer Experience 344

Customer Experience 344

Qualtrics

OCTOBER 20, 2016

You already offer a great service at a great price, but that may not be enough to keep your customers coming back for more, or motivate them to tell friends and family about your business. If you want to reap the full value of a customer, give them a memorable customer experience—one that goes beyond a simple exchange of value.

Customer Experience 50

Customer Experience Voice of the Customer Sales VOC 50

MyCustomer Experience

JULY 29, 2021

5My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management. 29th Jul 2021. By Colin Shaw Founder & CEO.

Customer Experience 52

Customer Experience 52

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics.

CX 307

CX Customer Journey Map CX Transformation Government 307

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 6) do not invest in the human experience. , 5) put profits before purpose.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Futurelab

MARCH 22, 2024

Think you know your customers? When we started to work on a Voice of the Customer (VoC) programme for a large building materials producer, we arranged a kick-off workshop to develop the roll-out plan with a local team. Their sales manager confidently claimed: “We know what our customers want. Think again.

VOC 157

VOC Voice of the Customer Sales 157

Customer Think

FEBRUARY 16, 2023

February 14, 2023 Add to rss feed Today, all of us are.

Customer Experience 59

Customer Experience 59

Qualtrics

APRIL 22, 2019

Talk to any salesperson and they’ll tell you that personal experience and relationship-building are core aspects of their job. That’s why many sales teams bristle at the idea of ‘data-driven decision-making’. It’s almost anathema to the ways sales team have operated for centuries. Enable a 360 view of prospects and customers.

Sales 34

Sales Customer Experience Predictive Analytics Customer Acquisition 34

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 101

Customer Experience Start-ups Customer Feedback Sales 101

Qualtrics

APRIL 22, 2019

Talk to any salesperson and they’ll tell you that personal experience and relationship-building are core aspects of their job. That’s why many sales teams bristle at the idea of ‘data-driven decision-making’. It’s almost anathema to the ways sales team have operated for centuries. Enable a 360 view of prospects and customers.

Sales 34

Sales Customer Experience Predictive Analytics Customer Acquisition 34

UJET

NOVEMBER 15, 2018

When you truly know your customer, you're better able to solve their problems and anticipate their needs. That's why it's important to give your team direct access to specific customer data.

Customer Service 56

Customer Service 56

Intercom, Inc.

MARCH 28, 2022

Second, expectations are rising for consumer-grade experiences. Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Experience Investigators

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Intercom

APRIL 25, 2024

In the customer service and customer experience spaces, there’s a lot of discussion happening about what the future of the human-AI partnership will look like – and more specifically, what role will humans play in this new dynamic. The answer? But AI is reliant on human input.

AI 52

AI CX Customer Service Technology 52

UJET

NOVEMBER 9, 2018

Automation is how you take an exceptional customer experience and make it scalable.

Customer Experience 56

Customer Experience 56

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Would everyone have the same goal, or would it vary from team to team? Break down barriers: Give sales and CS clearly defined roles Silos lead to misunderstandings and the loss of winnable customers.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Intercom, Inc.

JUNE 22, 2021

Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs ”. This change in behavior has placed a demand on sales teams to bring their sales motion into alignment with buyer expectations. Create consistent, customer-centric experiences.

Technology 233

Technology Technology Sales Customer Expectations 233

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 348

Transportation Technology Technology Social Media 348

Intercom, Inc.

JUNE 7, 2022

The promise of live chat for sales teams is being able to connect faster with higher quality leads. Live chat – especially when it’s part of a modern customer communications platform that helps you make the most of every engagement – is a powerful addition to your sales tech stack. Want to get started with live chat for sales?

Sales 245

Sales Start-ups Touchpoint B2B 245

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

Experience Investigators

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniable business benefits?

Net Promoter Score 98

Net Promoter Score CX NPS Artificial Intelligence 98

Beyond Philosophy

JANUARY 19, 2024

Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience. In sports, not every player on the field has an equal chance of scoring, but for the team to succeed, they must collaborate seamlessly.

Sports 88

Sports Customer Experience Finance Gaming 88

Customer Think

APRIL 23, 2024

What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is largely responsible for that. I originally wrote today’s post for GetFeedback. This is an updated version of that article from July 2020.

Customer Experience 72

Customer Experience CX 72

Customer Think

APRIL 8, 2024

As customers become more informed, businesses must shift from selling to enhancing customer experience. This needs quality offerings and the ability to provide seamless, personalized experiences. This is where sales enablement comes into play.

Sales 83

Sales Customer Experience Technology Technology 83