Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. It’s impossible to have customer loyalty and advocacy without employees understanding their role as customer experience performance stakeholders.

Customer Loyalty 111

Customer Loyalty Customer Experience Sales Technology 111

Fonolo

MAY 8, 2019

This blog series explores two separate experiences related to the airline industry. In Round I, we looked at our CEO’s experience with Air Canada. This week, Fonolo’s Digital Marketing Manager describes his interaction with United Airline’s pre-flight customer service. And the experience is quite different indeed.

Customer Service 57

Customer Service Contact Center Customer Relationship Customer Experience 57

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Creating an excellent customer service experience means going beyond meeting the basic requirements. If provided with great service, 62% of customers will recommend a brand to a friend. Sitel Group ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

Shep Hyken

MARCH 11, 2022

Their needs and wants have shifted, and you’ll do a better job of attracting and retaining the best people for your company if you ask good questions, listen without getting defensive, and work with them to co-create a more meaningful employee experience. . It’s also essential to realign expectations, so workloads are more manageable.

Hospitality 86

Hospitality Hospitality Start-ups Customer Service 86

Qualtrics

AUGUST 25, 2021

Redefine how consumers see your brand. If one brand can’t deliver, the answer is simple: on to the next. Yet despite the ever-growing competition and the clear shift in purchasing power, many brands simply miss the mark. The principal focus must be on not just improving the brand experience, but taking it to the next level.

Key Driver Analysis 26

Key Driver Analysis Non-Profits Customer Acquisition Gaming 26

Fonolo

JULY 28, 2022

More than ever, employers are recognizing how important it is to have an individual or a hiring team that’s dedicated to maintaining high Diversity, Equity, and Inclusion (DEI) standards. Inclusion initiatives should start with the mission to understand employees’ individual needs, based on their life experience.

Contact Center 81

Contact Center Customer Satisfaction Innovation Technology 81

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. Business Sense. True Definitions.

Non-Profits 69

Non-Profits Customer Experience Management Start-ups Gaming 69

ProProfs

MAY 4, 2023

Employee Well-Being Engaged employees are able to manage challenging tasks and situations effectively. Brand Advocacy Highly engaged employees shine a positive light on their organization whenever they talk about it. You can conduct formative quizzes to help employees improve their communication and conflict management skills.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Qualtrics

JUNE 17, 2020

We know it instinctively, but the facts back it up: the employee experience (EX) is bettered by inclusion and diversity. Johnny is the CEO and President of the Society for Human Resource Management (SHRM) and his Twitter feed is some of the best content SHRM offers. She’s also the former Managing Director of @prdgm. Janet Ikpa.

Education 61

Education Start-ups Gaming Customer Relationship 61

SurveySensum

MAY 20, 2020

Empathy and Emotions will be key behavior and brands focusing on these will sustain the crisis and would come stronger and survive in the new world. Each such interaction can help build brand trust and loyalty. How will COVID-19 affect Customer Experience? This situation should be taken as an opportunity to build brand equity.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

ClearAction

APRIL 18, 2020

Growth Through Customer Experience Action Lynn Hunsaker. Customer experience annuities are a compelling source of growth that is commonly overlooked. Customer Experience Improvement Actions. Accordingly, mature customer experience management can reduce business risk.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Michael Lowenstein, Ph.D.,

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

Zendesk

APRIL 19, 2021

According to Zendesk’s 2021 Customer Experience Trends Report, customers care most about: Quick resolutions. Buying from brands on Instagram. Here are the seven customer service trends that are helping companies up their support game through 2021 and beyond: Customer service becomes the brand. 24/7 support. &nbsp.

Customer Service 76

Customer Service Start-ups Customer Expectations Social Media 76

Beyond Philosophy

DECEMBER 5, 2016

All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. Build Stakeholder Experience From The Inside-Out and Outside-In. Consistency and Clarity of Goals and Values.

Non-Profits 99

Non-Profits Social Media Healthcare Customer Experience 99

Beyond Philosophy

MAY 24, 2016

In ham radio terms, they actively send and receive brand-related messages. Over the years, we’ve seen decision-making influence almost completely shift from outbound, managed corporate print and editorial advertising to informal peer-to-peer communication, through digital contact, social media, and face-to-face. . –

Social Media 94

Social Media B2B Government B2C 94

Beyond Philosophy

MAY 17, 2016

The reality is that all levels of management should share in this. Sales managers from business-to-business and consumer product and service were selected because they offer an overall perspective of the entire selling and support process. much more important, and more leveraging of behavior, than the functional aspects.

Sales 74

Sales Customer Loyalty Innovation Customer Experience 74

Qualtrics

OCTOBER 23, 2019

Across the world we are relentless in our efforts to help brands deliver unforgettable experiences their customers and employees will never forget. To honor the best breakthroughs transforming the way organizations take action to close experience gaps, Qualtrics launched the Qualtrics Breakthrough Artist Awards.

Innovation 33

Innovation CX Sales Customer Experience 33

Beyond Philosophy

NOVEMBER 22, 2017

It must include both emotional and social components of value, more nuanced elements of the job experience which are of at least equal importance to the employee. Onboarding : In this relatively brief stage, the employee is added to the organization’s identity and access management system.

E-commerce 90

E-commerce Business Administration Omnichannel Retail 90

Intercom, Inc.

DECEMBER 20, 2022

Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences. Yamini Rangan , CEO at Hubspot. In January.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. At the core of employee experience is the recognition of how employee behavior connects, directly and indirectly, to customer behavior. Michael Lowenstein, Ph.D.,

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

Customer Bliss

OCTOBER 11, 2016

Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. A lot of my impetus for starting this podcast was to give younger and/or middle management customer experience would-be executives more context on building out a career.

Hospitality 0

Hospitality Hospitality Finance Innovation 0

Beyond Philosophy

JANUARY 16, 2018

These included getting C-level executive, customer-facing employee, and middle manager buy-in. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. The author had several suggestions for building customer-centricity.

Government 83

Government CX Customer Experience 83

Zendesk

JUNE 17, 2021

80 percent of customers say they’d switch to a competitor after more than one bad experience. Half of your customers say they’re unlikely to return after just one bad experience. Personalized online experiences. When one company raises the bar for customers, other brands are expected to follow. Table of contents.

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

Beyond Philosophy

DECEMBER 5, 2017

A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibilities for growth, promotions and possibly more – – like training, work environment, and reward and recognition. It’s likely that you can’t articulate a distinction.

CX 68

CX Predictive Analytics Social Media Customer Experience 68

ProProfs

DECEMBER 6, 2018

Further, they don’t have adequate funds to increase their brand reach. Offer an engaging learning experience for your target audience (e.g. Offer an engaging learning experience for your target audience (e.g. Generate leads, build brand equity, and sell products and services. What Can You Use Online Quizzes For?

Net Promoter Score 63

Net Promoter Score NPS Social Media Customer Satisfaction 63

Zendesk

MAY 26, 2021

Customers are more online than ever—and they expect online experiences that are on par with, or better than, in-person experiences. The pandemic has also underscored the importance of empathy in the customer service experience. It can make people loyal to your brand, products, and services for years to come.

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

ClearAction

NOVEMBER 26, 2017

Marketing Operations tracks leading indicators to manage turbulence. Greater shareholder equity. Live the brand. Organizations over-relying on individual heroics waste resources, burn out people, don’t learn from experience. Superior customer experience. Marketing Operations delivers budget management discipline.

Non-Profits 70

Non-Profits Compliance Innovation Technology 70

Beyond Philosophy

DECEMBER 20, 2017

The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.

CX 68

CX Innovation Customer Experience Customer Service 68

C3Centricity

JUNE 28, 2018

The bad news is that as the CMO is a member of the EB, management expects them to make (profitable) changes fast. In the report they mention three changes that CMOs are grappling with in an effort to impact both inside and outside their organisation: How the relationships between brands and customers have changed.

Machine Learning 59

Machine Learning Start-ups Innovation Entertainment 59

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Customer Loyalty 68

Customer Loyalty Customer Satisfaction Customer Retention Customer Experience 68

Beyond Philosophy

FEBRUARY 28, 2016

Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

Customer Loyalty 60

Customer Loyalty Customer Service Customer Experience CX 60

C3Centricity

JUNE 28, 2018

The bad news is that as the CMO is a member of the EB, management expects them to make (profitable) changes fast. In the report they mention three changes that CMOs are grappling with in an effort to impact both inside and outside their organisation: How the relationships between brands and customers have changed.

Machine Learning 54

Machine Learning Start-ups Innovation Entertainment 54

Beyond Philosophy

NOVEMBER 8, 2017

Maybe this is because ‘customer satisfaction’ is such a ubiquitous phrase that it’s thought to be a standard for understanding behavior and designing experiences. Fred Reichheld, in a 1993 Harvard Business Review article (“Loyalty-Based Management”, March-April, 1993, p. Maybe it’s just analytical complacency.

Customer Satisfaction 60

Customer Satisfaction Machine Learning B2B Customer Loyalty 60

Zendesk

MARCH 12, 2021

Digital experiences have staying power. The pandemic has stress-tested digital experiences, causing us to suddenly ramp our bandwidth and usage, and we’ve passed. This new way of life, powered by digital experiences, is more or less working. Related read: How to manage customer satisfaction in a crisis ].

CX 98

CX Hospitality Hospitality Government 98

Qualtrics

OCTOBER 1, 2019

Are you using research and insights to cut through the noise and build a brand that truly stands out? As the experience economy continues to mature , researchers are expected to deliver real-time results across customer, employee, R&D, product research , brand research, and more. Deconstructing the Brand Journey.

NPS 20

NPS 20

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Over the years, I’ve applied this quote to identify core elements of “people first” employee experience and creating ambassadorial employee behavior.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Intercom, Inc.

DECEMBER 21, 2021

Throughout the year, we’ve talked to business leaders, experts, and pioneers about all kinds of topics: from creating world-class customer experiences to the challenges of running a business during the pandemic, from being an ally and addressing gaps in diversity to building technical leadership careers.

Engineering 118

Engineering Government B2C Start-ups 118