Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Net Promoter Score 129

Net Promoter Score Social Media NPS Customer Retention 129

UJET

APRIL 1, 2020

From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond. Queue Customization. The world has gone digital.

E-commerce 100

E-commerce Start-ups Customer Experience 100

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. If you threaten your employees or Customers with punitive action when they do something you don’t want, you are potentially encouraging them to lie to you.

CEM 126

CEM Customer Retention Customer Satisfaction Customer Loyalty 126

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. What emotions are we trying to evoke?

Net Promoter Score 163

Net Promoter Score CEM Social Media Retail 163

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

Beyond Philosophy

MAY 12, 2016

With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly competitive market. One emotion customers feel that no one can afford to ignore in their Customer Experience is worry. We all worry.

Start-ups 112

Start-ups Customer Loyalty Customer Experience Sales 112

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers. Well, so do your Customers!

Net Promoter Score 120

Net Promoter Score Customer Experience CEM Customer Retention 120

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Whilst the transactional business is more interested in repeat purchases and their frequency, the subscription business is mostly interested in how long customers remain loyal.

Net Promoter Score 164

Net Promoter Score Customer Experience NPS CEM 164

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization.

Net Promoter Score 102

Net Promoter Score Data Mining CEM Customer Retention 102

Intercom, Inc.

SEPTEMBER 1, 2021

This means better outcomes for everyone: from the teams we work with to, more importantly, our customers. It’s up to us to know everything about our customers – who they are, where they hang out, and what pain points we can solve for them”. But we’ve always maintained, and even improved, those close partnerships.

Start-ups 138

Start-ups Sales Gaming 138

Beyond Philosophy

DECEMBER 23, 2015

Canva.com had an interesting blog post that addressed these emotional responses. The methods you use to get likes for your content on social media from your audience are almost identical like getting your Customers to behave the way you want when they interact with you (i.e. to spend more money on your good and services).

Social Media 74

Social Media Customer Loyalty CX Customer Experience 74

Beyond Philosophy

OCTOBER 8, 2014

In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership.

Net Promoter Score 110

Net Promoter Score Social Media CEM Customer Retention 110

Beyond Philosophy

MARCH 12, 2015

I love watching what people, and Customers do. Have you ever got three quotes for a service and thought. Your Customers would raise their hands during this TED talk also. What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. I know I did.

CEM 166

CEM Customer Experience Management Retail Customer Retention 166

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 92

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. It’s also the processes that support the teams making good customer service happen. How has customer service changed?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Using scents to help create a positive experience for your retail customers works for many different industries though.

Retail 148

Retail Net Promoter Score Customer Experience Real Estate 148

Intercom, Inc.

FEBRUARY 23, 2022

This is especially true among employees experiencing increasing demand due to the pandemic, such as support agents, as our latest Customer Support Trends Report shows: 64% of support leaders say their team has felt burned out in the past 12 months. And customers have gotten more difficult. Marilyn: It’s true. Words matter.

Start-ups 118

Start-ups Social Media Education Customer Service 118

Customer Service Life

MARCH 6, 2019

This article was originally published on the FCR blog on February 7, 2019. I finally placed the call a couple days later and was connected with a customer service representative. What the customer was thinking. Improve the customer experience long before the customer calls. It’s official. I was so annoyed!

Contact Center 92

Contact Center Sports Customer Service Start-ups 92

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Are you sure?

CEM 122

CEM CX CRM Customer Experience Management 122

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Start-ups 128

Start-ups Customer Service Social Media Contact Center 128

Beyond Philosophy

JANUARY 12, 2015

Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. When asking things like choice of brands, i.e. consideration set, the approach had always been to identify importance, or level of expectation, based on product or service features.

Customer Experience 122

Customer Experience Text Analytics Customer Loyalty Customer Experience Management 122

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. How is this applicable to Customer Experience? We see it all the time.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Finance 140

Beyond Philosophy

JUNE 2, 2016

But how do you consistently make your customers happy? As customer experience consultants, we know that happiness is one of the key emotions that drives short term purchases and longer term brand loyalty. By designing an experience with the customer’s happiness in mind, brands can turn casual customers into enthusiastic fans.

Retail 113

Retail Sales Customer Experience Customer Service 113

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

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 68

SugarCRM

AUGUST 25, 2022

In the battle to win and retain customers, one poor experience with your business can mean the loyalty and trust you’ve been building vanishes overnight. Below are four steps companies can take to cultivate customers for life and minimize great customer resignation. Understand Why Your Customers Are Leaving.

CRM 26

CRM AI Actionable Insights Sales 26

Beyond Philosophy

AUGUST 3, 2016

So do your customers. When you are a customer, your pain points are a nuisance. However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones. They didn’t realize how this stipulation played out in a real-world Customer Experience.

Legal 108

Legal Customer Experience 108

Beyond Philosophy

OCTOBER 8, 2014

In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership.

Net Promoter Score 60

Net Promoter Score Social Media Customer Retention Customer-Centric Organization 60

Beyond Philosophy

OCTOBER 8, 2014

In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership.

Net Promoter Score 60

Net Promoter Score Social Media Customer Retention Customer-Centric Organization 60

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. They want their product or service to look attractive but it must also be reality.

CEM 98

CEM Social Media Customer Retention Customer Satisfaction 98

Beyond Philosophy

JANUARY 25, 2016

There is a major skill most organizations lack: Customer centricity. But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line. It was 20 years ago when the realization that I wasn’t Customer centric hit me. Operate with Customer in mind.

Non-Profits 109

Non-Profits Customer-Centric Organization Customer Loyalty Customer Experience 109

Beyond Philosophy

NOVEMBER 3, 2014

Same Day Home Delivery is the latest trend in mega online retailers to improve their reach to Customers. I suspect that many of the consumers that love this service in the UK would agree with my kids on this point. I am also interested to see how Google and Amazon do with their same day service business models in the US.

E-commerce 88

E-commerce Retail Transportation Customer Retention 88

Beyond Philosophy

FEBRUARY 24, 2015

Knowing this percentage, how can you harness the incredible power of the Customers’ subconscious mind to create a positive experience? What these industries do to create a positive experience for their diners or players show us the importance of designing a deliberate subconscious experience for your customers, whomever they might be.

CEM 122

CEM Social Media Customer Experience Management Sports 122

Customer Service Life

DECEMBER 17, 2018

This article was originally published on the FCR blog on November 21, 2018 for Thanksgiving. The first had a customer service slant to it: “What’s one bit of customer service advice you’ve received over the course of your life/career that you’re incredibly thankful for? Customer service advice we’re thankful for.

Customer Service 60

Customer Service Entertainment Start-ups Contact Center 60

CX Journey

DECEMBER 20, 2017

An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive. What does this mean for how you communicate with customers?

Social Media 54

Social Media Touchpoint Customer Expectations Customer Service 54