Steven Van Belleghem

OCTOBER 5, 2022

Speed is of the essence in customer experience. If a company is highly hierarchical and controlling, employees will often be blocked from delivering a great customer experience. When the pandemic hit us, they tried to improve the customer experience by making shopping a lot safer for those who needed that the most.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Intercom

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. In fact, he says the customer experience has never mattered more.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

Fonolo

APRIL 20, 2021

Whether they operate within a big enterprise or a small business, call centers engage overflow services to ensure that all voice calls are answered and all customers are serviced on the phone line — especially during spikes in call volume (expected or unexpected). The Top 15 Call Overflow Handling Services for Your Call Center*.

Legal 148

Legal Finance Healthcare Customer Service 148

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. A first step is to fully understand the experience from the customer’s point of view. Discount retailers are partly to blame, but the real culprit is the internet.

Artificial Intelligence 167

Artificial Intelligence Retail Customer Expectations Customer Experience 167

Beyond Philosophy

NOVEMBER 8, 2017

Customer satisfaction is a lot like Maximus. Though severely injured (like Maximus before killing Commodus) as a concept and metric, there are those who, perhaps with the best of intentions, are endeavoring to keep satisfaction alive. Entering the arena, Commodus dejectedly says to Maximus: “What am I going to do with you?

Customer Satisfaction 60

Customer Satisfaction Machine Learning B2B Customer Loyalty 60

Beyond Philosophy

JANUARY 10, 2018

Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. . Michael Lowenstein, Ph.D.,

Customer Loyalty 60

Customer Loyalty Customer Satisfaction Customer Experience Sales 60

Beyond Philosophy

DECEMBER 5, 2022

So, in Florida, where I am at the moment, they used to suppress the wildfires. When you hit a recession, typically, people cut back on things like training and improving customer experience. So put your foot on the accelerator and use the recession as an opportunity to improve the experience. So instead, he sped up.

Sports 78

Sports Start-ups Customer Satisfaction Customer Experience 78

Aquire

SEPTEMBER 20, 2021

Audio is great, but actually being able to see the person you’re talking to allows for more trust and increases customer satisfaction. Church By The Sea in Madeira Beach, Florida – The pattern-seeking human mind sees a chicken as the face of this building.

Retail 86

Retail Omnichannel Start-ups Sales 86

Beyond Philosophy

NOVEMBER 3, 2014

So why can’t I do this at my home in Sarasota, Florida? If the success and dollar in the UK are any indications, home delivery of goods, groceries or otherwise, could be an enhancement to the Customer Experience in the US. The US Hasn’t Embraced Home Delivery for Groceries. Follow Colin Shaw on Twitter @ColinShaw_CX.

E-commerce 88

E-commerce Retail Transportation Customer Retention 88

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. Customer Loyalty on the other hand has two definitions. higher customer satisfaction, which leads to…. higher levels of profit, which leads to…. stock price).

Customer Loyalty 68

Customer Loyalty Customer Satisfaction Customer Retention Customer Experience 68

Steven Van Belleghem

MAY 29, 2022

It’s about rebalancing the – currently out of whack – loyalty system where customers can get more value and more engagement than ever. Research by the University of Sydney, University of Florida, and Rutgers University uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. Alvin is based in Florida with his wife and five kids. About Alvin Stokes.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Beyond Philosophy

MARCH 3, 2016

These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Actionable Insights 60

Actionable Insights Customer Relationship Customer Retention Customer Satisfaction 60

Steven Van Belleghem

DECEMBER 1, 2021

That’s a no-brainer, of course but perhaps more surprising is that research by the University of Sydney, University of Florida, and Rutgers University recently uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction. Love your frustrated customers.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

C3Centricity

MARCH 31, 2020

Last May I replaced the European maps by my American ones as I was visiting Florida that month. I, therefore, added Europe to my online account, since my unit couldn’t keep both in memory at the same time! When I tried to reinstall the European maps in September, they had somehow disappeared from my account.

Customer Service 71

Customer Service Invoicing CRM Legal 71

Execs In The Know

APRIL 8, 2022

This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). Presented By: Carolyne Truelove, Head of Global Fan Experience, Fanatics.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Beyond Philosophy

DECEMBER 12, 2017

While all of this reads well, the planned modifications are the kind of inside-the-dots, rather conservative approaches most would expect from a mass discount retailer in search of customer experience enhancements. Shopping at Trader Joe’s is truly a branded customer experience. Here’s my question, and my key issue.

Customer Experience 60

Customer Experience Retail Outlook Construction 60

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. correlation.

Customer Experience 145

Customer Experience Customer Loyalty Customer Satisfaction Sales 145

Execs In The Know

MARCH 4, 2022

Enter customer journey analytics: a solution that eliminates data silos and combines otherwise segmented data to empower marketers to improve the customer experience throughout the entire customer journey, from end to end. Here’s what you need to know about customer journey analytics, its benefits, and how it works.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Execs In The Know

MAY 2, 2022

Don’t Overthink or Overspend: Keep Your Focus on What Impacts Customer Loyalty. According to recent Gartner research , a reactive CX strategy focused on “fixing” customer experience issues, or even just refining them, does not lead to increased customer satisfaction rates.

CX 97

CX VOC Customer Journey Map Contact Center 97