Uniphore

NOVEMBER 23, 2021

Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Uniphore and Tech Mahindra have joined together to transform customer services and to ensure that every customer has a voice. During the podcast, Jafar H.

E-commerce 130

E-commerce Innovation Compliance AI 130

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Touchpoint 103

Touchpoint AI Gaming Innovation 103

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Customer Think

NOVEMBER 14, 2022

Customer retention for a brand like Heineken may seem easy. So, B2B customer support is key to Heineken’s growth. During the podcast interview, Stephan Visser provided insight into their customer retention strategy. Beer giants wanted to improve relationships with B2B customers. So, […].

B2B 100

B2B Customer Retention Omnichannel 100

Beyond Philosophy

FEBRUARY 8, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Let’s begin this week’s issue with a test. My podcast partner only got two of five, but that was still pretty good, considering he’s from Ohio.

Start-ups 78

Start-ups Customer Experience 78

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy.

Customer Relationship 104

Customer Relationship Engineering Management Consulting Start-ups 104

Beyond Philosophy

MARCH 28, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” The reality is that change and improvement usually take time.

CRM 78

CRM Sales Customer Relationship Management Customer Experience 78

Intercom

FEBRUARY 22, 2024

We’re all aware of how the customer service function has long been perceived as a cost center rather than value driver. Traditionally, the received wisdom was that as a business grew, its customer service costs would grow in a linear fashion. What are the economics of customer service?

AI 52

AI Customer Service Technology Technology 52

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. She asked the right blokes about this one.

Construction 78

Construction Finance Customer Experience Management Retail 78

Zendesk

NOVEMBER 29, 2023

As the manager of customer success for the world’s largest professional networking platform, LinkedIn , Erika Tabacniks knows a thing or two about the importance of work-life balance in ensuring team success. And in order to navigate the complexities of customer success, one must cultivate meaningful relationships on their teams.

Customer Relationship Management 52

Customer Relationship Management AI Customer Relationship Customer Service 52

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 349

Transportation Technology Technology Social Media 349

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Moreover, it serves as a useful framework for thinking about relationships.

Social Media 157

Social Media Start-ups CX Customer Experience 157

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. Some of the best leaders have a higher EQ than IQ.

Customer Service 78

Customer Service Customer Relationship Customer Experience 78

Beyond Philosophy

OCTOBER 15, 2022

Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight. Combining the emotional data into the formula with concepts from the behavioral science side will make it so organizations can understand what and why their customers do what they do.

Artificial Intelligence 78

Artificial Intelligence Customer Journey Map AI Touchpoint 78

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being. This podcast is produced by Resonate Recordings.

Social Media 158

Social Media Artificial Intelligence AI Technology 158

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Understand what your customers want from your experience: Customers have goals, too.

Customer Experience 178

Customer Experience Start-ups Customer Relationship Management Customer Relationship 178

Beyond Philosophy

JANUARY 21, 2020

Customer loyalty is what most businesses want. The more your customers buy from you, the more you improve your bottom line, not only in increased sales but also in decreased customer acquisition costs. Improving your Customer Experience to foster customer loyalty is often an expense that senior management can get behind.

AI 120

AI Artificial Intelligence Construction Customer Loyalty 120

Beyond Philosophy

AUGUST 29, 2020

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If you chose A, then you chose wisely—and you decided to like your customers would. This episode of The Intuitive Customer shares our five new rules guaranteed to build trust. Be authentic.

CX 159

CX Customer Experience 159

Beyond Philosophy

MARCH 29, 2019

Brand Or Customer Experience – what comes first? Branding is imperative to having an outstanding Customer Experience. Branding is imperative to having an outstanding Customer Experience. –more–> We are often asked which comes first, the brand or the Customer Experience? Let us explain.

Customer Experience 114

Customer Experience Customer Loyalty CX 114

Beyond Philosophy

AUGUST 16, 2019

Relationship Types and How to Use Them. We act differently in our various relationships. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers. Relational: This relationship is emotional.

Customer Loyalty 102

Customer Loyalty CX Customer Experience 102

Beyond Philosophy

AUGUST 23, 2019

In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer. Customer Loyalty is hard to earn but also hard to lose.

Customer Loyalty 129

Customer Loyalty CX Customer Experience 129

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Instead, they would say they wanted loyal customers.

Customer Acquisition 175

Customer Acquisition Start-ups Transportation Sports 175

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.

Customer Relationship 89

Customer Relationship Engineering Net Promoter Score Hospitality 89

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

JULY 14, 2022

It can be good for our relationships. . Many of you know I also have a podcast called “ The Intuitive Customer. ” We had a 5-star review titled “Delightfully Humorous and Informative” that I thought I would share: “The dynamic between the two hosts absolutely makes the podcast. There you have it.

Contact Center 165

Contact Center CX 165

Beyond Philosophy

AUGUST 14, 2021

We were excited to reach our 200 th Episode of the podcast! In this episode, we look back on six of our favorite podcasts from these first 200 episodes and what the key learning was from each of them. Key Ideas to Improve your Customer Experience. What is Customer Science? is one of his most memorable podcasts.

Construction 78

Construction Management Consulting Customer Experience CX 78

Intercom, Inc.

AUGUST 27, 2020

Customer acquisition costs are rising , churn is every company’s poison pill, and the competition is relentless. Success in the subscription economy isn’t about having the best product; it’s about having the strongest customer relationships. To navigate the current minefield of growth, businesses need to shift their focus.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. There is a process, and today we will look at when and how you should sack a customer. . This topic came up on a recent podcast. Robert, who works in software development, has a pickle from time to time with annoying customers. So, How Do You Decide to Fire a Customer?

Customer Relationship 78

Customer Relationship Contact Center Start-ups Sales 78

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. We did a recent podcast on how people are sometimes scared of new technology.

CX 141

CX Technology Technology Customer Experience 141

Beyond Philosophy

DECEMBER 10, 2019

Like most things about interpersonal relationships, it depends on a lot of different variables. Because of this fundamental concept, gift-giving became a way to move a relationship forward with someone. Both parties must be in sync as far as relationship status, agendas, reciprocity, and value. They might, and they might not.

Customer Loyalty 94

Customer Loyalty Customer Experience 94

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. To be counted among them requires preparation.

AI 89

AI Predictive Analytics Customer Acquisition Technology 89

Beyond Philosophy

APRIL 17, 2021

New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior. This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. Register at www.Verint.com/engage.

Management Consulting 78

Management Consulting Customer Relationship AI Customer Experience 78

Beyond Philosophy

JANUARY 8, 2022

Some customer relationships are more difficult than others, for sure. However, there are other customer relationships that have moved beyond difficult. With customers like these, it might be time to fire them. Key Ideas to Improve your Customer Experience. That is to be expected in any organization.

Customer Relationship 89

Customer Relationship Management Consulting Customer Experience CX 89

Intercom, Inc.

APRIL 21, 2020

One key aspect of forging these personal relationships is not just that customers feel they have a personal connection with a business, but that businesses can actually benefit from knowing their customers. Knowing their customers like this allows them to adjust depending on those needs.

Customer Feedback 186

Customer Feedback Transportation Actionable Insights Customer Retention 186

Beyond Philosophy

SEPTEMBER 6, 2019

Customer Experience Strategy was the subject of a recent podcast. We determined that when it comes to strategy, organizations could benefit from the answers to the following questions: What is a Customer Experience strategy? . I went back to my office and the first thing I thought was, “What’s a Customer Experience?”

CX 133

CX Net Promoter Score Start-ups Customer Experience 133

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

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. So, after destroying the trust their customers felt toward their bank, what should they do now?

Sales 141

Sales Start-ups Customer Experience 141