Beyond Philosophy

FEBRUARY 22, 2018

A software update last year slowed the performance on some “older” iPhones. It creates a negative impression that’s not easily forgotten, and these impressions are one of the ways that customers evaluate an organization. Creating a negative impression is very unlike Apple. appeared first on.

Retail 130

Retail Customer Experience 130

Totango

MARCH 24, 2022

We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. Subscribe to our YouTube channel to get highlights and reels from our 2022 Customer Success Summit: Global Executive Forum.

Engineering 94

Engineering Sales Customer Experience 94

SurveySensum

NOVEMBER 20, 2023

That’s what this blog is about—sharing 20 simple questions to ask your customers during their time on your website, helping you understand what they like and don’t like. Landing Page Valuable insights into your website’s traffic sources Upon landing or initial interaction What was your initial impression?

Touchpoint 52

Touchpoint Customer Feedback Customer Experience 52

Intercom, Inc.

JANUARY 16, 2020

In fact this is his first podcast appearance, so we were delighted late last year when he agreed to join us in the studio. Like numerous users, I first became aware of Miro via a consultant and this channel has been really important to their growth story. ?. Andrey Khusid, founder and CEO of Miro , hasn’t done many interviews.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Beyond Philosophy

FEBRUARY 10, 2015

First impressions count. When you start a job interview one of the first things you will do is shake your prospective employer’s hand. What impression will they get of you by doing this? Anyone can tell you that a limp handshake is not a great first impression. Blogs Employee Experience Thought Leadership'

Mystery Shopping 135

Mystery Shopping Retail Customer Experience 135

Beyond Philosophy

SEPTEMBER 20, 2017

Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. Ryanair announced last Friday that it would cancel 40-50 flights per day for the next six weeks. Very kindly they did issue a more extensive list at 9.15pm last night knowing that the Agent’s office closed at 9pm!

Non-Profits 153

Non-Profits Social Media CX Customer Experience 153

Execs In The Know

OCTOBER 11, 2022

Think of the last time you found out about a new brand or product/service that intrigued you. Overall, how did the experience compare to the last great experience you had with a different brand? Guest blog post written by Knowbl. Amazing CX Looks Like…? What did you do to learn more about it?

CX 52

CX Artificial Intelligence ML Machine Learning 52

Beyond Philosophy

MAY 25, 2018

I asked how I could get the rate down, and they told me about a deal they brought out last year that would cost us only £35 a month. Why wasn’t I offered this deal last year, or why wasn’t it automatically applied to my account? If you enjoyed this blog, you might also enjoy these: Customer Loyalty Isn’t What You Think It Is!

Sports 133

Sports Customer Loyalty Customer Experience 133

Fonolo

NOVEMBER 1, 2017

The 2017 edition of the Magic Quadrant report for cloud-based contact centers was released by Gartner last week. That’s a good reason to revisit a long running theme on the Fonolo blog: the cloudification of the call center. It’s very impressive to see Talkdesk appear as a “Visionary”.

Contact Center 138

Contact Center Innovation Technology Technology 138

Beyond Philosophy

SEPTEMBER 29, 2015

Let’s just say loan sharks have been impressed with their racket! According to the jumps in percentage the last couple of years, not nearly as long as you think. If you enjoyed this post, you might be interested in the following blogs: How to Make a Great First Impression with Your Website.

CX 139

CX Retail Customer Experience 139

Beyond Philosophy

NOVEMBER 7, 2016

McDonald’s and the Philadelphia Eagles have several programs in play, starting by giving away $5,000 in tokens to the Southeastern Pennsylvania Transportation Authority (SEPTA), for fans to use to see the last exhibition game. Happy surprise is a keen emotion, so it creates a lasting impression. appeared first on.

Sports 167

Sports Transportation Gaming Customer Loyalty 167

Fonolo

JANUARY 23, 2019

This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. And, in Fonolo’s corner of the universe, Alpine Investors acquired our good friends at VHT last year. We recommend.

Contact Center 62

Contact Center Artificial Intelligence Social Media Touchpoint 62

Beyond Philosophy

OCTOBER 29, 2015

Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. However, the last fit description sounds interesting, to say the least! First, that listening to the Voice of the Customer (VOC) is an important part of your brand strategy. They certainly wouldn’t have my size.

VOC 154

VOC Customer Experience Education Voice of the Customer 154

Beyond Philosophy

MARCH 27, 2017

Last month, a former Uber engineer published a blog post saying discrimination and sexual harassment was largely ignored by Uber management and human resources personnel. A disgruntled driver who seems to be angling for a bigger tip can put a negative impression in rider’s minds, leading them to explore other options.

Engineering 135

Engineering Retail Customer Experience 135

Hodusoft

DECEMBER 21, 2023

In this blog, we delve into a field of banking and financial industry that has rapidly advanced with the use of advanced call center software solutions. As per various studies, the industry standard for a good first call resolution rate is between 70 to 75%. It is widely used as the benchmark for gauging customer service efficiency.

Compliance 64

Compliance Customer Satisfaction Sentiment Analysis Omnichannel 64

Fonolo

JULY 5, 2023

Over the last few decades, many researchers have proven this link between employee behavior, customer satisfaction and the monetary cost of toxic employees. Customers don’t want to call you in the first place. Red Bull has used sports sponsorship to cement its place as an extreme sports brand very effectively over the last decade.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Beyond Philosophy

JANUARY 5, 2015

The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. Can you deny you are impressed when someone tells you they work at a great company? Blogs Employee Experience' Not surprisingly, Google is in the number one spot.

Customer Experience 124

Customer Experience 124

Beyond Philosophy

MARCH 8, 2017

So, based on simple fault reports I have been dealing with in the last month, with these two providers I would give them a ‘0’ on the 0-10 Net promoter scale! I am a detractor and that is what has motivated me to write this blog. But delivering on these words is far more impressive. appeared first on. What do you think?

Customer Experience 124

Customer Experience Engineering Start-ups Gaming 124

Aquire

SEPTEMBER 28, 2021

It predicts customers’ impressions of a brand based on the likelihood of a positive recommendation. The last step is to then multiply the remainder by 100 to uncover your score. As entrepreneur and SEO expert Neil Patel mentions in one of his blogs, “Promoters love your product and don’t care who knows it.” The post What is NPS?

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Loyalty 98

Aquire

JULY 6, 2021

The B2B customer journey is the collection of touchpoints and interactions a customer has with a B2B company, from their very first encounter, all the way through to post purchase. It’s the lasting impression of this journey that creates the all-important customer experience. Let’s get started. The B2B customer journey stages.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Beyond Philosophy

APRIL 13, 2016

Here’s the backstory: Over the last year, we’ve been having problems with our Internet and Wi-Fi connection. They tell me, “Yes we found the last one didn’t work that well.” On the last occasion they delivered another modem to me (and in my agitated state it might best be described as the “final modem”). It didn’t go well.

CEM 113

CEM Retail Start-ups Customer Experience 113

CSAT.AI

JANUARY 8, 2020

The Wild West of digital media, with its international reach, enticing freedoms and little regulation, could not last without standards of regulation. It isn’t super simple, but Orrick’s blog has outlined which businesses are covered, penalties and an overview of the timeline of CCPA here. Note: this is not a legal blog or advice.

Compliance 52

Compliance Contact Center Legal Sentiment Analysis 52

Customer Experience Matrix

APRIL 27, 2020

Much of the discussion revolves around defining use cases and, in particular, deciding which to deliver first. This requires balancing the desire to include many data sources in the first release of the system against the desire to deliver value quickly. I'm kind of impressed.” Ouch, but he had a point. Who wants to play?

Gaming 75

Gaming Government Start-ups Technology 75

Confirmit

FEBRUARY 11, 2019

Having just returned from the first Rutgers CX Certification Program in New Brunswick, NJ, I have to say…I’m impressed. This relates directly to a webinar I delivered last week for CXPA, based upon our December report The Five Habits of Highly Successful CX Professionals. Successful brands see the value of CX.

CX 40

CX Voice of the Customer Innovation Technology 40

CSAT.AI

SEPTEMBER 10, 2019

A history of lies makes it hard to build a lasting relationship. This kind of in-depth customer experience is a chance for a brand to make a real impression on customers. This kind of in-depth customer experience is a chance for a brand to make a real impression on customers. Authenticity and Transparency.

Customer Relationship 52

Customer Relationship Customer Service Sentiment Analysis Touchpoint 52

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Michael Lowenstein, Ph.D., It’s cost-free, delightful and memorable.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

Lumoa

APRIL 21, 2022

Reduced churn New opportunities Satisfied customers Bigger communities Less complaints More references Understand other’s preferences “Response time” “First call resolution” Are these really insightful Or just noise pollution? The post How to Transform Customer Support – A Play in 3 Acts appeared first on Lumoa. You’re not alone.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

CX Journey

DECEMBER 16, 2014

I''ll tell you, but first a story. I do sometimes find inspiration to write about both customer and employee experiences in the strangest ways, but that story got me thinking about this blog post that I needed to write about customer retention and how to keep customers coming back. First impressions are important.

Customer Retention 83

Customer Retention Customer Acquisition Sales Omnichannel 83

Beyond Philosophy

JULY 5, 2016

A couple of years ago, Bridget Duffy, MD, who is the Chief Medical Officer of Vocera Communications, wrote an insightful CustomerThink blog post about how emotional connections, coming out of a culture of humanity, can drive customer loyalty behavior and company growth. appeared first on.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

Beyond Philosophy

FEBRUARY 1, 2016

We just got them in last week and we’ve almost sold out of them.” While it helped to point out that most people paid their taxes on time, they got the highest response rate by giving recipients the impression that they were among the few in their immediate area who hadn’t paid. Have you ever nudged your customers ? Did it work?

Retail 112

Retail Manufacturing Start-ups Customer Experience 112

Kerry Bodine

SEPTEMBER 27, 2017

I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. This can’t last much longer. Will you continue to struggle to win impressions amongst an ever-growing cacophony of branded interruptions?

Transportation 54

Transportation Start-ups CX Customer Experience 54

1 to 1

JULY 18, 2013

Contact centers provide an essential service and are often the first point of contact for customers who need to ask a question or require help. What happens during a contact center interaction can shape a customer''s lasting impression of the company. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Contact Center 42

Contact Center 42

Steven Van Belleghem

MAY 13, 2019

I wrote about that in my former blog, if you want to know more. Remember Colin Kaepernick, the football player who first knelt during the US national anthem before NFL games to protest racial injustice? The post How to strengthen your branding for the age of automated buying appeared first on Steven Van Belleghem.

Gaming 52

Gaming Social Media Education Sales 52

Beyond Philosophy

APRIL 15, 2019

In other words, you must first define your culture and then establish standards for achieving that culture. Irritating parts of your experience leave a lasting negative impression of your company. From the daily huddle to the weekly team meeting, add a point where the employees share a moment where they put the customer first.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114

CSAT.AI

FEBRUARY 12, 2020

That’s up $13 billion since its last report in 2016.”. A generic message with no real value attached rings false and gives customers a negative impression of a brand. The post Customer Love Benefits Both Sides: Appreciation Is The Chocolate In CX appeared first on CSAT.AI | Customer Service Quality Assurance & CX Analytics.

CX 52

CX B2C Omnichannel Customer Service 52

Beyond Philosophy

APRIL 13, 2016

Here’s the backstory: Over the last year, we’ve been having problems with our Internet and Wi-Fi connection. They tell me, “Yes we found the last one didn’t work that well.” On the last occasion they delivered another modem to me (and in my agitated state it might best be described as the “final modem”). It didn’t go well.

CEM 60

CEM Retail Start-ups Customer Experience 60

SugarCRM

JUNE 16, 2022

In contrast, global SugarCRM research found that 58% of companies say their customer churn has increased in the last 12 months. Now is the time to get ahead of your competitors on the customer experience front and provide a first-class customer journey. Digital customer journeys nowadays are complex and continually evolving.

CX 26

CX Sentiment Analysis AI Machine Learning 26