Beyond Philosophy

DECEMBER 10, 2022

Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. The trick is actually doing it—and for the right reasons, not a customer service failure. Key Ideas to Improve your Customer Experience.

Social Media 68

Social Media Management Consulting CX Customer Experience 68

Beyond Philosophy

OCTOBER 16, 2021

In this episode, I debate with Customer Experience critic Alex Mead , Chief Customer Service Experience Officer, about how we Customer Experience influencers are doing everything wrong. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Management Consulting 68

Management Consulting Contact Center Customer Experience CX 68

Beyond Philosophy

JANUARY 12, 2022

We discuss how the VoP can change how experiences occur in the future and why it should be a significant part of your customer strategy today. Key Ideas to Improve your Customer Experience. Instead, Goebel sees it as enhancing the interactions customers have with organizations. This episode was sponsored by Twilio.

VOC 78

VOC Management Consulting Technology Technology 78

Beyond Philosophy

MARCH 20, 2020

We had some good news, which is that Beyond Philosophy has been recognized as one of the best management consultancies by Financial Times for the second year in a row. Making Your Brand Available to Customers. We choose based upon our anticipations of what the experience will be.

Construction 171

Construction Social Media Management Consulting Start-ups 171

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

Customer Satisfaction 88

Customer Satisfaction Technology Technology Customer Experience Management 88

Shep Hyken

SEPTEMBER 16, 2022

She shares how companies can use Natural Language Processing in conjunction with human capabilities to enhance customer service. Businesses who want to use NLP to process customer feedback will find that this type of A.I. Read Shep’s latest Forbes article: Three Ways Tech Is Improving The Retail Customer Experience.

Customer Feedback 61

Customer Feedback Artificial Intelligence Net Promoter Score Actionable Insights 61

Beyond Philosophy

NOVEMBER 9, 2023

Statistic #3: Forrester says 41% of customer-obsessed companies achieved at least a 10% revenue growth, compared to 10% of less matured companies. Forrester has a customer experience maturity index, which increases to being customer-obsessed. It’s also more accessible for the customer to buy again from you.

Customer Satisfaction 78

Customer Satisfaction Customer Retention Customer Acquisition Management Consulting 78

Shep Hyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged enrollees.

Customer Service 12

Customer Service Customer Retention Manufacturing Business Growth 12

Intercom

FEBRUARY 16, 2023

The six are cost, convenience, category expertise, curation, community, and customization. I’m a recovering management consultant, but this is not a management consultant-oriented book where I take these six things and basically say, “If you do these six things, you can be great like company X, Y, and Z.”

Retail 105

Retail E-commerce Artificial Intelligence Start-ups 105

1 to 1

MAY 7, 2013

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Customer Experience 51

Customer Experience Social Media CRM Voice of the Customer 51

1 to 1

JUNE 11, 2013

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Customer Experience 44

Customer Experience Social Media CRM Customer Loyalty 44

Beyond Philosophy

AUGUST 20, 2022

Intaking a variety of consumer inputs, the machine will output a response intended to resolve these customers’ predicted needs creating a positive engagement tool for customer service. There are benefits to customers with proactive experiences. Key Ideas to Improve your Customer Experience.

Artificial Intelligence 22

Artificial Intelligence Management Consulting Customer Retention AI 22

Fonolo

FEBRUARY 13, 2019

By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. About 50% were executive, director, or manager level, with the rest an even mix between IT managers, consultants, analysts, and corporate executives. Who wrote it: Contact Babel. Sponsored by LogMeIn.

Contact Center 57

Contact Center Technology Technology CRM 57

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

CX 89

CX CX Transformation Government Management Consulting 89

Beyond Philosophy

AUGUST 3, 2023

So, I worked on getting some training for team development, marketing, and customer service. ” So, have a plan, learn the skills, do a good job, and use experiences as a stepping stone. We can help improve your Customer Experience and Marketing and gain growth. I planned my route, and it worked!

Sales 78

Sales Social Media Management Consulting Start-ups 78

Beyond Philosophy

APRIL 9, 2022

You should read the whole report, but for starters, here are some stats I was surprised to learn (or maybe not surprised as much as interested to see it in print): 73% of business leaders reported a direct link between customer service and business performance. Key Ideas to Improve your Customer Experience.

Customer Satisfaction 24

Customer Satisfaction Artificial Intelligence Machine Learning Management Consulting 24

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. 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 ). All the leaders were asked the same two questions : 1.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

1 to 1

MAY 3, 2013

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Social Media 37

Social Media CRM Healthcare Voice of the Customer 37

1 to 1

MAY 5, 2013

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Entertainment 42

Entertainment Sports Social Media CRM 42

1 to 1

JUNE 13, 2013

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Customer Satisfaction 40

Customer Satisfaction Social Media CRM Voice of the Customer 40

1 to 1

JUNE 11, 2013

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Social Media 37

Social Media CRM Customer Loyalty Voice of the Customer 37

1 to 1

MAY 2, 2013

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Social Media 39

Social Media Touchpoint CRM Gaming 39