Beyond Philosophy

AUGUST 14, 2017

Add in traffic on the way to the airport, rental car drop-offs, and overcrowded waiting areas and you’ve got a recipe for anxiety, frustration and general unhappiness. These are negative emotions and they spell trouble for the overall customer experience. Terrible Service! as soon as you deplane. What United Should Have Done.

Retail 0

Retail Customer Experience 0

Beyond Philosophy

SEPTEMBER 23, 2014

In both cases, the police said that it was a “Customer Service” issue. If something as little as legroom disputes have escalated to the point that they can ground a flight, it might be an indication that the Customer Experience needs a little attention. Let me coin the phrase for the first time, “Seat rage” (lol)!

CEM 134

CEM Start-ups Customer Experience Customer Service 134

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success.

CRM 59

CRM Machine Learning Customer Satisfaction Gaming 59

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these? Ensuring the management doesn’t get in the way.

CEM 119

CEM Outlook Start-ups Customer Experience 119

SurveySensum

AUGUST 28, 2023

According to the book Product-Led Onboarding: How to Turn Users Into Lifelong Customers , 40-60% of new users won’t even bother to come back after they sign up. But what if there was a way for SaaS companies to make onboarding a breeze, ensuring that every customer’s journey begins with a smile? Probably not!

Start-ups 52

Start-ups Customer Feedback Customer Satisfaction AI 52

Customer Bliss

FEBRUARY 21, 2018

“ Our customers’ lives and our lives are made up of moments,” says Dan Heath , co-author of The Power of Moments: Why Certain Experiences Have Extraordinary Impact in today’s episode. Do you think about how you can create remarkable moments for your customers? Create Peak Moments for Your Customers.

Social Media 67

Social Media CX Retail Customer Experience 67

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these? Ensuring the management doesn’t get in the way.

Net Promoter Score 74

Net Promoter Score CEM Outlook Customer Retention 74

Customer Bliss

JUNE 9, 2016

“Proactive experience reliability and innovation” — which is another way of discussing design for reliability — is one of my five customer experience competencies , which I’ve developed over 30+ years of doing this customer-driven work with companies of all sizes. What do I mean by design for reliability?

Customer Experience 67

Customer Experience Touchpoint Innovation Start-ups 67

Beyond Philosophy

SEPTEMBER 23, 2014

In both cases, the police said that it was a “Customer Service” issue. If something as little as legroom disputes have escalated to the point that they can ground a flight, it might be an indication that the Customer Experience needs a little attention. Let me coin the phrase for the first time, “Seat rage” (lol)!

Start-ups 60

Start-ups Customer Experience Customer Service 60

Beyond Philosophy

SEPTEMBER 23, 2014

In both cases, the police said that it was a “Customer Service” issue. If something as little as legroom disputes have escalated to the point that they can ground a flight, it might be an indication that the Customer Experience needs a little attention. Let me coin the phrase for the first time, “Seat rage” (lol)!

Start-ups 60

Start-ups Customer Experience Customer Service 60

Beyond Philosophy

DECEMBER 17, 2015

Do you have loyal Customers or do your Customers buy from habit? Mistaking Customers’ habit for loyalty is a common mistake to make. Many organizations think their Customers are loyal only to find out later they are not, typically after they lose them to a competitor. Customers have habits, and habits can be broken.

Retail 79

Retail Social Media Customer Loyalty Sales 79

C3Centricity

JULY 8, 2020

What makes a website great for your customers? What makes a website great for your potential customers? One that encourages current and potential customers to both see and engage with your content. And hopefully buy your products and services too! It is “The 7 essentials of Customer Centric Websites.”

Entertainment 83

Entertainment Social Media Real Estate Gaming 83

Customer Bliss

AUGUST 11, 2016

There are dangerous elements to what we teach MBAs , yes — it’s possible to create a culture where everyone is trying to “make the quarter,” and that’s not necessarily the best recipe for long-term growth — but in general, MBAs are smart, capable people. The Basic Idea Behind The MBA of Customer Love.

Start-ups 56

Start-ups Sales Customer Feedback CX 56

Qualtrics

FEBRUARY 12, 2019

With such a growth in the healthcare industry taking hold, getting the experience right for both customers and employees is tantamount. We are shifting to think about being digital-first and creating a self-service customer environment.

Healthcare 30

Healthcare Net Promoter Score NPS Technology 30

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Mentor Questions.

Start-ups 40

Start-ups NPS Finance Technology 40

Comm100

FEBRUARY 22, 2018

While one Chatbot may be able to book you a flight or serve you in many languages, another might not even seem capable of completing the single task that it were designed for, like telling you the weather. How can two Chatbots with the same range of abilities deliver two completely different customer experiences?

Start-ups 47

Start-ups Artificial Intelligence Entertainment Customer Expectations 47

Comm100

FEBRUARY 22, 2018

While one Chatbot may be able to book you a flight or serve you in many languages, another might not even seem capable of completing the single task that it were designed for, like telling you the weather. How can two Chatbots with the same range of abilities deliver two completely different customer experiences?

Start-ups 40

Start-ups Artificial Intelligence Entertainment Customer Expectations 40