Beyond Philosophy

JUNE 1, 2023

They were asking for the account number right off the bat. The senior managers thought customers would be ready to present their account numbers upon getting through the call center queue. The quicker the call center employee had the account number, the faster they could resolve the issue and have their employee process another call.

Retail 78

Retail Manufacturing Start-ups Education 78

Steven Van Belleghem

MARCH 14, 2023

My customers and listeners are always very curious about that, about how they can help their customers achieve their hopes and dreams. But I think that perhaps my favourite way ever to explain the Partner in Life concept is through the metaphor of the amazing symbiosis of the rhino and the oxpecker.

Customer Experience 144

Customer Experience Customer Expectations CX Technology 144

Intercom, Inc.

JUNE 30, 2022

For example, it had one line for your interest from your bank or building society account. If people had two accounts, they would write two lines of tiny little numbers one above the other in the one box, which is a perfectly reasonable thing to do, but my OCR machine had no chance of dealing with that, and that was around 1992.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Inside Customer Service

APRIL 14, 2022

Here are a few of my favorite exercises for building rapport, listening, and problem-solving skills. Gather account numbers and other necessary information before calling customer service. If you want to take your skills to the next level, you can try my Customer Service Foundations course on LinkedIn Learning.

Customer Service 130

Customer Service Retail Start-ups 130

Inside Customer Service

JULY 29, 2021

Early in my career, I lucked into a solution to a challenging project. My department was asked to create a training program to help contact center agents pitch the company credit card to customers who called in to place an order from our catalog. My Betty certainly felt frustrated. That's not been my experience at all.

Customer Service 147

Customer Service Scorecard Contact Center Start-ups 147

Totango

APRIL 4, 2024

One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision. RACI stands for Responsible, Accountable, Consulted, and Informed and is a great tool for: Overcoming ambiguity. Closing communication gaps. What was the goal of the project?

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

SixteenVentures

FEBRUARY 28, 2022

Of course, it’s great to feel confident emotionally, but the best CSMs realize they can’t rely on that type of confidence being there consistently. In fact, these three things make up my CSM Self-Confidence Framework that I share with my clients and students in my training programs. World-class CSMs are Assertive.

Hospitality 124

Hospitality Hospitality Technology Technology 124

Execs In The Know

FEBRUARY 29, 2024

Today, staying “current” and on course can feel overwhelming. Of course not. Chances are, your organization is feeling the pressure to keep pace, while taking part in an intricate balancing act between efficiency (how can I reduce the cost of my operations) and experience (how can I improve customer satisfaction and loyalty).

CX Transformation 99

CX Transformation CX VOE AI 99

Beyond Philosophy

JUNE 15, 2018

You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. So, What is Mental Accounting? Airlines Run Mental Accounting Too Often in the Red. My prize sheep? It is also why your pricing sometimes makes them angry.

Customer Experience 144

Customer Experience Customer Expectations 144

Zendesk

MARCH 18, 2024

My favorite conversations happen with employees because they call it as they see it. It includes any way employees “touch” or interact with the company and vice versa in the course of doing their job. OK, so let’s go back to my initial statement: employee experience drives customer experience.

Customer Experience 52

Customer Experience Touchpoint Customer Feedback CX 52

Intercom, Inc.

AUGUST 6, 2018

But how do you form deep customer relationships when you’re managing hundreds of accounts? You can see my video here: We took a very casual approach to filming it. I just found a comfy corner of the office and recorded the video on my computer. I kept the text short but friendly, inserted my video and added a link to my survey.

Customer Relationship 148

Customer Relationship Start-ups Education Sales 148

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. This body of knowledge is universal to any organization type. CCXP Struggles.

VOC 62

VOC CXM Customer Journey Map CX 62

Steven Van Belleghem

SEPTEMBER 5, 2022

That’s actually pretty fast for an EV, but compared to loading up a gas car, that is still a lot longer of course. Of course not. This is one of my favorite Top Gun effect examples. Dutch insurance company Centraal Beheer is really one of my top favorite CX-oriented companies. Is this a world changing idea?

CX 117

CX Gaming Start-ups Customer Feedback 117

Intercom, Inc.

OCTOBER 3, 2019

Val has experience in a number of different sectors, having started out as a stage manager for operas before moving onto life as a virtual assistant and eventually setting up her own consultancy firm, Fix My Churn. You don’t immediately shove the main course in your guests’ faces. I stole this phrase from my friend Nathalie Lussier.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Fonolo

MAY 13, 2021

Why should I break down my call center costs? If you have a contact center hosted on a cloud server, you’ll need to account for the associated fees. Keeping services on standby in case of call spikes comes with a price, of course. Don’t worry, we won’t leave you hanging with such a daunting task. TELCO costs. Overflow centers.

Contact Center 129

Contact Center Compliance CRM Technology 129

Beyond Philosophy

JULY 14, 2022

When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” Of course, it must be appropriate and provided at the proper time. But, of course, the critical word here is “positive.” I use humor to my advantage. Try my podcast, The Intuitive Customer instead.

Contact Center 165

Contact Center CX 165

Inside Customer Service

JULY 8, 2021

The team had gathered to take my Customer Service Foundations course on LinkedIn Learning. My answer surprised him because I suggested he spend less time on training, not more. They impart information, challenge us to grow, and in the case of a boss, hold us accountable. It was taking the team 4.5

Customer Service 147

Customer Service 147

Beyond Philosophy

JANUARY 13, 2022

Of course, some customers need more time and attention than others, and that’s normal. As many of you know, my experience is working in large telecom with corporations in the business-to-business area. The sales team’s compensation and work performance-related metrics are linked to their active accounts.

Customer Relationship 78

Customer Relationship Contact Center Start-ups Sales 78

Inside Customer Service

DECEMBER 9, 2021

My wife and I own a vacation rental cabin called The Overlook. My wife, Sally, called our supplier to make sure a delivery hadn't been missed. I need to get my car fixed today so I don’t miss work tomorrow.” “I I need to resolve this billing error so my accountant can reconcile my company’s finances.” “I

Finance 130

Finance Customer Service Start-ups Business Operations 130

Beyond Philosophy

MAY 14, 2022

How many products are on Amazon Subscription in your Prime Account? Food and Beverage report by Attest, a consumer research platform, we learned that Of course, they also have a lot of benefits to the companies that offer them, not the least of which is a steady stream of income from its customer base. How about music streaming?

Management Consulting 78

Management Consulting CX Customer Experience 78

Intercom

FEBRUARY 22, 2023

Sure, Gutenberg’s printing press or Berners-Lee’s World Wide Web changed the course of human history, but nothing has ever had quite the immediate impact of OpenAI’ s groundbreaking ChatGPT. My name is Liam Geraghty. I have no idea what ChatGPT is going to say but I’m going to initiate an interview. Liam: Hi ChatGPT.

AI 119

AI Start-ups Technology Technology 119

Intercom, Inc.

JANUARY 5, 2022

If I’m about to do business with your company and your software is going to access my customers’ data, it’s my responsibility to ensure you have the proper controls in place to protect it. Of course, it also makes audits go faster and cost less. And, of course, challenging – as it should be.

Compliance 211

Compliance Engineering Start-ups B2B 211

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. My favorite quote on this topic is from a Clorox executive: “We were trying to do digital, and we realized we needed to be digital.” Learn More. Learn More. Learn More.

CXM 71

CXM CX Sports Customer Experience Management 71

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). Fire away those ad hoc surveys!

CX 90

CX B2B Artificial Intelligence Text Analytics 90

Beyond Philosophy

JANUARY 5, 2023

Maybe I should explain… When my kids were little, we had a rabbit hutch in the garden. At the time, I had just taken over a call center in my corporate role at British Telecom. I had noticed that the call center culture had a lot of constraints, and my team was comfortable hanging out with them—like the rabbits were in the hutch.

Gaming 78

Gaming Start-ups CX 78

Intercom, Inc.

JULY 30, 2018

As soon as one month ends and another starts, we can’t help but ask, how am I going to hit my number? And once your lead has been passed to an account executive, it’s out of your hands and up to the account executive to follow up and get your opportunity to that required stage. Set the right pace. Qualify leads for quality.

Sales 157

Sales Gaming Start-ups 157

Intercom

FEBRUARY 3, 2022

I just take all the credit, which is my specialty. That was in my book, Youtility. They use a whole bunch of AI and anti-fraud algorithms behind the scenes, approve your claim in five seconds, and then deposit the money in your account in five more seconds. Competency is, of course, really important in business.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Intercom, Inc.

OCTOBER 13, 2022

These other channels will not disappear, of course – they’ll be important for different specific use cases. Let’s say I want to learn how to activate my card. If I ever want to check on the status of my request, I can come back to the ticket card in the Messenger”. Let’s do a quick search.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Of course, things like “enrichment” are hard to measure. In other words, people in accounting go to jail if they cheat.

NPS 109

NPS Net Promoter Score Construction Start-ups 109

Kerry Bodine

JULY 20, 2020

This past weekend I tackled a long overdue task: Changing all of my old and not-so-secure passwords. Even though change password functionality has been around since the dawn of the Web and is a cornerstone of account security, I was shocked at just how many sites made it difficult for me to accomplish this important and seemingly simple task.

Gaming 71

Gaming CX 71

Intercom

JANUARY 11, 2024

At the start of my career with startups, I was working in a more generalist role. Of course, there’s a lot of low-hanging fruit there. For me, it’s critical to protect my team. Of course, we never want that. But I haven’t heard anyone say, “A robot took my job,” so far.

Customer Service 86

Customer Service CX AI Start-ups 86

Beyond Philosophy

MARCH 31, 2022

Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. My initial reaction was dismay. Part of my initial skepticism stems from a lack of certainty. Another influence here is Mental Accounting, which describes how we categorize costs. In the late 1970s, we had a 25 percent inflation rate.

Customer Experience 88

Customer Experience Real Estate Start-ups Contact Center 88

Shep Hyken

OCTOBER 6, 2022

I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring? Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping.

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65

Myra Golden Media

DECEMBER 15, 2017

Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time. What followed was an enlightening conversation between the four of us, and as we were getting up, the ladies said my remarks would help them make the best choices for their respective vacation benefits.

Customer Service 119

Customer Service 119

Myra Golden Media

JUNE 12, 2018

“Can I please have the email address associated with your account? This fantastic tip comes directly from my Telephone Skills online training course , which is part of my customer service eLearning catalog. Learn more about our online classes and sample courses here.

Customer Service 85

Customer Service Customer Experience 85

Intercom, Inc.

NOVEMBER 7, 2019

Now operating between growth and scale, they utilize sales reps, customer managers and account executives in a dizzying structure that’s constantly changing. So I spend my time hiring people, developing them into a fit on specific deals and also working on other graph levels such as packaging, pricing, how to go international, etc.

Finance 162

Finance Engineering Sales B2C 162

Intercom, Inc.

MARCH 25, 2021

And that’s my work today, encouraging people to find their ‘three-blocks long’ How will they be remembered when they interact with people for how they improve their lives, for how they behave, or how they show up as people? One-company accountability, leadership, and culture. It’s lovely to be with you.

CX 181

CX Start-ups Business Growth Engineering 181