Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. We discussed this subject in a recent podcast.

Customer Experience 195

Customer Experience Non-Profits CX 195

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” Plus, gender is part of it.

Start-ups 143

Start-ups Management Consulting Customer Experience 143

Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. Traditional journey mapping is what a customer is doing, but is missing a few things. We discussed the problems with journey mapping in a recent podcast.

Customer Journey Map 187

Customer Journey Map Net Promoter Score Start-ups Retail 187

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is. It’s emotional. The same is true for customers.

Customer Loyalty 172

Customer Loyalty Start-ups Customer-Centric Organization Customer Relationship 172

Inside Customer Service

MARCH 2, 2023

Burnout is defined by the American Psychological Association as "physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others." Participants were first asked to complete a burnout self-assessment provided by MindTools. There was some good news.

Contact Center 213

Contact Center Start-ups Customer Service 213

Beyond Philosophy

FEBRUARY 24, 2022

We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. Moment I am looking to create.

Construction 88

Construction CX Customer Experience 88

Beyond Philosophy

SEPTEMBER 10, 2022

However, one of my team was spending the lock down a different way: taking a deeper dive on the data we have collected on our Emotional Signature ® research. Our Emotional Signature research measures the level of emotional engagement you have with customers right now and determines what the really want from you.

Finance 68

Finance Healthcare Management Consulting Start-ups 68

Beyond Philosophy

FEBRUARY 3, 2022

Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team. You should know or have your customers tell you themselves. But it isn’t. .

Contact Center 78

Contact Center Start-ups Customer Loyalty Customer Experience 78

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. One of the guys asked, “How much money are we going to get back by doing this?”. We discussed what we discovered from the research in a recent podcast. It was a tough audience.

Net Promoter Score 155

Net Promoter Score Construction Manufacturing Start-ups 155

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.

Customer Relationship 88

Customer Relationship Engineering Net Promoter Score Hospitality 88

Beyond Philosophy

JANUARY 1, 2022

Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. Key Ideas to Improve your Customer Experience.

Customer Relationship 103

Customer Relationship Engineering Management Consulting Start-ups 103

Callminer

MAY 27, 2020

The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. This guides and motivates employees, improving their experience at your company.

Start-ups 254

Start-ups Technology Technology Education 254

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

Net Promoter Score 120

Net Promoter Score B2B Start-ups Customer Experience 120

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. These Value Drivers are essential to success.

Net Promoter Score 150

Net Promoter Score NPS Customer Experience Technology 150

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. .

AI 162

AI Innovation Social Media Construction 162

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. Their words, not mine.)

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars. It happens at a primitive and emotional level.

Customer Experience Management 131

Customer Experience Management Customer Experience CX Customer Service 131

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. I spend a lot of time thinking about measurement tools.

Customer Experience 122

Customer Experience Customer Satisfaction Technology Technology 122

Callminer

OCTOBER 3, 2019

Empathy, exceptional listening skills (and a willingness to listen to the customer ) are also important traits for call center reps to possess. Empathy, exceptional listening skills (and a willingness to listen to the customer ) are also important traits for call center reps to possess. Excellent verbal communication skills.

Customer Service 186

Customer Service Construction Social Media Innovation 186

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Net Promoter Score 182

Net Promoter Score Government Customer Feedback Customer Experience 182

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future. However, asked to do something with a deadline that’s six months out, we tend to think we will find the time. Here’s another example.

Healthcare 88

Healthcare Engineering Start-ups Sales 88

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Start-ups Government CX 165

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Sheri Greenhaus – Managing Partner CRMXchange. We are all customers for something.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Beyond Philosophy

SEPTEMBER 6, 2019

Too few business people step back and think about the larger strategy. Customer Experience Strategy was the subject of a recent podcast. We determined that when it comes to strategy, organizations could benefit from the answers to the following questions: What is a Customer Experience strategy? . Let me explain.

CX 132

CX Net Promoter Score Start-ups Customer Experience 132

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 121

Customer Experience Government CX Customer Loyalty 121

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. The Reasons Behind Our Reasoning. Let me explain.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The customer goes to the shop.

Customer Journey Map 78

Customer Journey Map Start-ups Customer Loyalty Management Consulting 78

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. We do a lot of waiting in our lives.

Start-ups 161

Start-ups Business Growth Customer Experience CX 161

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Professor Ryan Hamilton is the only scientist I know.

Net Promoter Score 139

Net Promoter Score AI Start-ups Entertainment 139

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

SurveySensum

FEBRUARY 5, 2024

This is why it’s vital to optimize SaaS design with strategic color choices in the digital world, subtly directing users, influencing emotions, and shaping their entire experience. This is not just about aesthetics; it’s a hidden language, whispering promises of trust, progress, and joy through each pixel.

Invoicing 52

Invoicing Customer Feedback Legal Net Promoter Score 52

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. First, it seems like a simple concept, so, sometimes, people don’t think they need help to manage it. Maybe it is.

Customer Experience 97

Customer Experience CX Net Promoter Score Artificial Intelligence 97

Beyond Philosophy

MARCH 1, 2019

A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. To measure customer emotions, you need the proper tools to do a job.

Customer Loyalty 98

Customer Loyalty Customer Satisfaction CX Customer Experience 98

CSAT.AI

MARCH 27, 2023

Customer relationships impact the amount of business a company does. Here are some actions that help build the kind of customer experience that makes lasting, beneficial relationships. Identify customer needs Want to know what customers need? Requiring customers to open an account after they’ve filled their cart?

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Suddenly, customer insights became the golden ticket!” We were all intimately aware of the importance of customer service — and the frustration of long hold times and poor service.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167