Beyond Philosophy

SEPTEMBER 17, 2015

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience.

Retail 142

Retail Customer Experience CX Customer Satisfaction 142

Beyond Philosophy

DECEMBER 11, 2014

Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience.

Customer Experience 134

Customer Experience Customer-Centric Organization Sales Customer Service 134

Beyond Philosophy

OCTOBER 28, 2014

We use an assessment for our clients called Naive to Natural that looks at each organization and how they focus on the Customer. When I am talking about IT systems, I am talking about how your organization operates. When I am talking about IT systems, I am talking about how your organization operates. Let me give you an example.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM Customer Retention 120

Beyond Philosophy

APRIL 14, 2015

Getting the CEO’s support for any initiative is vital, but how do you tell whether his or her commitment is genuine? How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. Keep track of how much time is devoted to Customer issues in meetings.

CEM 124

CEM Education Sales Customer Experience 124

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. There is a new phrase in my field: Behavioral Economics, or how human behavior affects economics, i.e. money.

Predictive Analytics 74

Predictive Analytics Education Customer Experience CX 74

Beyond Philosophy

OCTOBER 20, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need.

CEM 114

CEM Customer-Centric Organization Social Media Customer Experience 114

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. to the left) My response was: “That’s a blog post on its own! There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them.

Innovation 52

Innovation Customer Satisfaction Customer Experience Sales 52

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. There is a new phrase in my field: Behavioral Economics, or how human behavior affects economics, i.e. money.

Predictive Analytics 60

Predictive Analytics Education Customer Experience CX 60

Beyond Philosophy

OCTOBER 8, 2014

I’m sure many of you are wondering how this will affect you, the consumer. They have Customer-centric leadership. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model. Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 110

Net Promoter Score Social Media CEM Customer Retention 110

Beyond Philosophy

OCTOBER 21, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need.

Social Media 92

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 92

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Treat employees better than customers." In business, the debate is: who comes first, the customer or the employee? The answer is more obvious than it might seem: it must be the employee, even if it's just slightly more first than customers. It's real, and your employees matter!

Customer Experience 89

Customer Experience 89

CX Journey

MARCH 12, 2015

As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization.

Entertainment 66

Entertainment Customer Experience CX 66

Beyond Philosophy

OCTOBER 21, 2014

This post is the first in a series of nine blogs looking at the things an organization does to affect a Customer’s experience–without even knowing it. What employees need to be engaged and deliver the Customer Experience isn’t all that different from what your Customer’s need.

Social Media 68

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 68

CX Journey

SEPTEMBER 8, 2016

It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience?

Customer Experience 49

Customer Experience VOE Voice of the Employee Social Media 49

Beyond Philosophy

OCTOBER 8, 2014

I’m sure many of you are wondering how this will affect you, the consumer. They have Customer-centric leadership. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention.

Net Promoter Score 60

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

Beyond Philosophy

OCTOBER 8, 2014

I’m sure many of you are wondering how this will affect you, the consumer. They have Customer-centric leadership. When we training people on how to assess their Customer Centricity we use our Naïve to Natural model. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention.

Net Promoter Score 60

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

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. With the topic of today's blog post, I seem to be on a bit of a spiritual customer experience journey. If you don't know and understand what the current state of the customer experience is, how can you possibly design the desired future state? Thou shalt put employees more first.

Customer Experience 57

Customer Experience Innovation Customer-Centric Organization CX 57

Qualtrics

APRIL 2, 2020

What matters is how you act in the here and now. We’re highlighting some of the leading examples of brands adapting to the situation by providing experiences that make a difference to their customers and employees at this time. . In short, our priorities have shifted and no one knows for how long. DoorDash . So DoorDash is too.

Healthcare 40

Healthcare Transportation Social Media Touchpoint 40

Zendesk

FEBRUARY 7, 2022

It’s about building a long-term relationship, one where each customer interaction offers opportunities for deeper, more valuable engagement. The waiter is probably not going to show you how to cut your steak, though. How can customer support help elevate the voice of the customer throughout your business? Customer service.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

SugarCRM

JANUARY 13, 2022

The value of a customer is an age-old debate among company executives and changemakers, and often it narrows down to how much revenue a customer gives to the business. Imagine a time you had a great experience with a business and how you felt about it. Now, consider how you reacted to the bad experiences with other businesses.

Social Media 26

Social Media CX Customer Loyalty Engineering 26

Qualtrics

JANUARY 30, 2019

Hear from BuzzFeed’s Chief People Officer, Lenke Taylor about how they’re employing technology to answer common HR questions, encourage employees to network with colleagues, act on employee feedback, and more. On creating a culture of feedback: Our starting point is our annual employee survey from Qualtrics.

Entertainment 20

Entertainment Start-ups Technology Technology 20

SurveySensum

FEBRUARY 23, 2024

Think of it as the heartbeat of your company, pulsing with the rhythm of employee sentiment. Pulse surveys aren’t just about collecting data – they’re about taking action to boost employee engagement. It consists of a short and regular set of questions sent to employees. But wait, there’s more!

Close the Loop 52

Close the Loop Text Analytics Actionable Insights Sentiment Analysis 52

Intercom, Inc.

MARCH 11, 2021

Later is an Instagram marketing platform that allows users to be more strategic about how they plan, publish, and report on their social media content. We recently spoke with Farhan to learn more about where the future of customer support is heading, and how understanding customer behavior can help to drive revenue in the future.

B2C 118

B2C B2B Social Media Start-ups 118

Fonolo

SEPTEMBER 14, 2023

In this blog, we’ll discuss how to create goals that will take your call center to the next level. Setting goals for call center employees is important because it helps to bring a sense of achievement to a role that often lacks it. Using the S.M.A.R.T Many work long, difficult hours in a stressful environment.

Contact Center 91

Contact Center Customer Satisfaction Construction Social Media 91

Intercom

MARCH 9, 2023

We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. But we weren’t quite expecting just how quickly the recent advancements in OpenAI’s ChatGPT would unlock new possibilites. Recent breakthroughs with large language models have exceeded all of our expectations.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Execs In The Know

OCTOBER 5, 2023

So the question is, how can brands leverage these latest breakthroughs to better support agents in their ever-more-stressful roles? Yet despite this understanding among leadership, little has changed to address the root causes of agent dissatisfaction. Guest blog post written by Intradiem.

AI 52

AI Contact Center Technology Technology 52

Lumoa

APRIL 24, 2018

Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). How likely are you to recommend Net Promoter System to your CX colleagues? blog linkedin twitter Why? "I blog linkedin twitter Why? blog linkedin twitter Why?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

ClearAction

APRIL 18, 2015

How Human Resources Can Add Value to Customer Experience Excellence. Developing and recognizing employees. Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration.

Customer Experience 96

Customer Experience Social Media Scorecard CX 96

PeopleMetrics

JANUARY 25, 2018

In many cases, other federal laws or regulations might address how that information must be protected (e.g., In other cases, however, there may not be a law, contract or agreement that specifically addresses how the CUI data received from the federal government should be protected. The families are: 1. SSAE 18 SOC 1, 2 & 3 ).

Education 79

Education Compliance Government CRM 79

ProProfs

JANUARY 6, 2022

Online employee training. You can develop custom training courses and assessments, add engaging quizzes, gamification, and even branding. Since you now know what you can do with these tools, let’s quickly see how to select the best one for your needs. Employee Training. Leadership & management training.

Start-ups 52

Start-ups Compliance Actionable Insights Gaming 52