Beyond Philosophy

JANUARY 17, 2018

Mr. A gets a letter from the IRS that says due to a mistake on his tax returns he still owes $100. Mr. A also receives a second letter from the state tax board that says he owes them $50. Mr. B, on the other hand, gets a letter from the IRS that says he owes $150. While you mull that one over, consider this next scenario.

Entertainment 126

Entertainment Customer Experience Sales 126

The Customer Service Blog

DECEMBER 9, 2021

To achieve this, the ICS asked a select group of parliamentarians and senior business leaders to co-sign our open letter. An abridged version of the letter was published in The Times on 8th December 2021. A copy of the letter is published below.

Finance 52

Finance Government Hospitality Hospitality 52

Comm100

NOVEMBER 27, 2017

s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. Here are some examples of the most epic public apologies and apology letters that modern history has to offer, and what you can take away from them. rawpixel.com. Talk is cheap.

Social Media 116

Social Media Non-Profits Legal Manufacturing 116

Uniphore

OCTOBER 7, 2021

supermarket chain Sainsbury’s received a letter from a three-year-old customer named Lily Robinson, advising them their “tiger bread” looked more like giraffe patterns than tiger stripes. Here are impressive examples of superior customer service: 1. Sainsbury’s Gives a Young Customer Exactly What She Wants U.K.

Customer Service 113

Customer Service Artificial Intelligence AI Omnichannel 113

The Customer Service Blog

JANUARY 15, 2022

The founder and Chief Executive of Ovo Energy has publicly apologised for giving “ridiculous advice” to customers on how to stay warm in winter, amid a crisis of spiralling energy bills. The firm confirmed in a letter to its employees that it will axe 1,700 jobs from a total 6,200 workers. Perhaps not such a nice company after all?

Social Media 52

Social Media Government Manufacturing Customer Service 52

Beyond Philosophy

JULY 12, 2017

If you haven’t read Jeff Bezos’ latest letter to his shareholders, put it on your to-do list pronto. There are many takeaways from his letter, but one that stands out to me most is this: “ Obsess over customers, not competitors.”. Most companies are obsessed with their competitors.

Sales 121

Sales Innovation Customer Experience 121

Beyond Philosophy

NOVEMBER 30, 2016

The renter began to get collection letters, even after she had paid the disputed charge to avoid damaging her credit rating. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Stop Making These Mistakes with Your Customer Experience.

Customer Loyalty 167

Customer Loyalty Start-ups Customer Experience CX 167

The Customer Service Blog

MARCH 9, 2023

This has been an effective tactic, as a first-class letter stamp is now 95p - a decade ago it was just 60p.”

Retail 52

Retail Customer Satisfaction Customer Experience 52

Customer Think

MAY 4, 2023

I was told to send a letter for the form. I wanted a nominee on my bank account. So, I sent someone to get a nomination form. I finally got the form, and filled it out and sent it to the Bank. A few days later I get a call, asking if I had sent a nominee form. Who cares about all this and value destruction?

Customer Loyalty 69

Customer Loyalty Retail Technology Technology 69

The Customer Service Blog

APRIL 6, 2022

Martin Lewis, founder of MoneySavingExpert.com said: "For years, every time stamps go up in price I've suggested people stock up and bulk-buy in advance, as provided the stamp doesn't have a price on it and instead just says the postage class, it's still valid after the hike.

Retail 52

Retail Customer Satisfaction Customer Experience 52

Zendesk

NOVEMBER 28, 2022

If your company plans to invest in CRM, it won’t make much difference if your customer service agents ignore the letter “R.” Named for its founder, Chupi Sweetman, the company has steadily grown since its launch in 2011 and is known for providing a VIP customer experience. It’s all about relationships. Superior CX creates €1M in sales.

Sales 52

Sales Customer Service Social Media CX 52

Fonolo

OCTOBER 31, 2018

Decades ago, the post office invested heavily in “AI” technology to automate letter sorting. But it’s a fool’s errand to tell founders: “Be less enthusiastic about your space!”. Boundless enthusiasm is basically a prerequisite for being a founder. Investors want an easy story, so founders and executives say “AI”.

AI 105

AI Start-ups Technology Technology 105

Beyond Philosophy

FEBRUARY 1, 2016

Researchers found that when people received a letter reminding them to pay their taxes on time, only a third of them actually sent in a check. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Can You Nudge People to Pay?

Manufacturing 112

Manufacturing Retail Start-ups Customer Experience 112

Customer Bliss

MARCH 21, 2019

Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Horst Schulze is Founder, Chairman & CEO of the Capella Hotel Group , and Co-founder & Former COO of Ritz-Carlton Hotel Co.

CX 76

CX Business Operations Customer Satisfaction Customer Experience 76

Beyond Philosophy

SEPTEMBER 29, 2015

The UX and the CX have different letters, but they represent the same thing when mobile browsing. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. And the smartphone market penetration just continues to increase. How long before that 42% grows to 100%?

CX 139

CX Retail Customer Experience 139

Beyond Philosophy

NOVEMBER 19, 2014

They paid attention to specific details that were mentioned in the journals and letters of those who were there, 100 years ago this year. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Guinness: Being ‘Made of More’ with Your Brand.

Net Promoter Score 125

Net Promoter Score Social Media Gambling Customer Loyalty 125

ClearAction

DECEMBER 16, 2017

At Amazon.com, founder Jeff Bezos once started an executive meeting by announcing that an empty chair at the table represented “the customer”. They read real letters from troops in Iraq, eat a military MRE “meal ready to eat”, and supervisors call them troops and use military time.

Innovation 59

Innovation Customer Service Customer Experience CX 59

Beyond Philosophy

SEPTEMBER 27, 2017

Bill Nelson (D-FL) stepped in and wrote a letter to nine telecommunications companies asking them to provide rebates for service fees during outage periods and issue a 60-day moratorium on late fees. When he called his provider, Spectrum, he was told that the best way to reach the carrier was via the internet! Outrageous!

Start-ups 117

Start-ups Customer Experience 117

Fonolo

JANUARY 24, 2018

Sometimes, no matter how easy it sounds, everything is preventing you from saying this 5-letter word. Speakers: Shai Berger , Co-Founder and CEO, Fonolo. Here are 5 real-life lessons often learned as a call center agent: 1. Sometimes ‘Sorry’ Is the Hardest Word. Who should attend: VPs & Directors of Customer Service.

Contact Center 78

Contact Center Social Media Education Innovation 78

Help Scout

AUGUST 8, 2018

How the company approaches the price increase, however — from gathering data, to writing the price increase letter to customers, to implementation — makes a huge difference in how customers will interpret the decision. How to write a great price increase letter. How to raise prices with a spirit of generosity. Other questions?

Invoicing 40

Invoicing E-commerce Start-ups Engineering 40

ClearAction

DECEMBER 12, 2017

At Amazon.com, founder Jeff Bezos once started an executive meeting by announcing that an empty chair at the table represented “the customer”. They read real letters from troops in Iraq, eat a military MRE “meal ready to eat”, and supervisors call them troops and use military time.

Innovation 54

Innovation Customer Experience Management Customer Experience Customer Service 54

Beyond Philosophy

JANUARY 23, 2019

One of the innovations was you could type a letter using only your palm. I must have spent bloody ages trying to work out a letter on my Palm. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. How We Make Decisions—Prospect Theory.

Gambling 112

Gambling Start-ups Technology Technology 112

Bill Quiseng

JANUARY 16, 2017

And that focus was set by founder JW Marriott with this business mantra, “Only close attention to the fine details of any operation makes the operation first class.” The service vehicle is dirty, dusty, missing sign letters and disorganized in appearance. Now picture a technician pulling up into a customer’s driveway.

Entertainment 100

Entertainment Customer Service Customer Experience 100

Beyond Philosophy

APRIL 14, 2015

They are a C-level executive with all the prestige that letter provides. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. This lack of understanding can create a situation where words say one thing, and actions say something else.

CEM 124

CEM Education Sales Customer Experience 124

Beyond Philosophy

APRIL 17, 2017

In a letter to employees , Munoz praised the United employees who “followed established procedures” and commended them for “continuing to go above and beyond to ensure we fly right.”. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Social Media 111

Social Media Compliance Customer Experience 111

CSAT.AI

FEBRUARY 5, 2020

Pullak Mohanty, Navedas Co-founder. One misplaced letter changes everything: Image from BoredPanda. #Timesup on agents routinely harassed by customers: being sworn at or called names. We run QA on 100% of engagements, it makes sense to add a beneficial layer for agents too. is the perfect tool.” Optional Extra – Grammar.

Customer Experience 52

Customer Experience Artificial Intelligence Sentiment Analysis Compliance 52

Service Quality Institute

JUNE 2, 2021

Read Jeff Bezos’s 1997 letter to shareholders. Sam Walton the founder built the company on price and customer service. Benchmark yourself against these firms and the principles they focus on. Amazon is my favorite. If you just take 10 minutes and read my highlights you will understand their thinking. Amazon is relentless.

Sales 40

Sales Customer Service Customer Experience 40

Beyond Philosophy

JUNE 8, 2016

When listing specific actions, some would give customers a loyalty status or upgrade; others might include customers in a roundtable discussion for future product testing while others might send a personal thank you letter. These are all excellent tactics. Listen to the Voice in Your Customer’s Head. 3 Common Ways Customers Make Decisions.

Customer Experience 113

Customer Experience 113

Beyond Philosophy

SEPTEMBER 1, 2015

Jeff Bezos, Founder and CEO of Amazon also denies the work culture depicted in the article. In his letter to employees this past Sunday, he said: “It claims that our intentional approach is to create a soulless, dystopian workplace where no fun is had and no laughter heard. Didn’t Believe Amazon Was Customer Centric Before?

Social Media 96

Social Media Customer Experience CX 96

Intercom, Inc.

AUGUST 11, 2020

So Sam wrote an open letter to our Research & Development department at Intercom, stating what the problem was with these terms and that we needed to address them immediately. A snippet of the open letter Sam sent to our R&D Slack channel. She published it in our Slack channel with over 200 members. Keep the conversation going.

Engineering 289

Engineering Start-ups Education 289

Comm100

MAY 10, 2018

According to Mash Bonigala, founder and CEO of Spellbrand Inc. , “Sometimes customers will exaggerate or even fake complaints in order to get what they want. For example, after receiving complaints (namely a letter written by Taylor Swift ), Apple Music reversed its policy of not paying artists during a listener’s trial period.

Social Listening 80

Social Listening Social Media Customer Service Start-ups 80

Help Scout

MAY 21, 2019

Aron Gelbard, CEO and founder explained their value proposition in their 2017 funding announcement : “We’re enabling [our customers] to order flowers and gifts from the palm of their hand with better product, designs and payments.”. Bloom & Wild: mailbox flowers. Airbnb: belong anywhere.

Hospitality 40

Hospitality Hospitality Touchpoint Start-ups 40

Qualtrics

SEPTEMBER 24, 2020

Typically, culture originates with an organization’s founders or leaders and trickles down to employees; it also dictates the workplace environment – even when that workplace is remote. A signed welcome letter or card from their team. Many organizations send: Branded merchandise, like a coffee mug, T-shirt, or face mask.

Start-ups 20

Start-ups Touchpoint Technology Technology 20

Intercom, Inc.

MAY 28, 2020

A term sheet is when an investor is interested in the investment and gives a specific letter saying, “Here is how much I want to offer and on which valuation.” To paraphrase one of our founders, Des Traynor, retention is the new conversion. We were targeting for that. Catherine: That’s fantastic.

Government 186

Government Start-ups CRM Sales 186

ClientSuccess

MAY 8, 2020

I’m writing this letter as one of you, and one of them. . I’ve spent most of my career building and scaling customer success teams, and I’m now the Founder/CEO of ClientSuccess – a software solution that helps drive customer success strategies for B2B SaaS companies. Sincerely, Dave Blake || Founder/CEO || ClientSuccess.

Outlook 83

Outlook Engineering Sales Start-ups 83

Intercom, Inc.

FEBRUARY 22, 2018

You’ll hear from: Samuel Hulick , founder of UserOnboard. Joanna Wiebe , co-founder at Copy Hackers. Treating every email like it’s a mini sales letter. Founder Chris Savage did a podcast, and he talked about YouTube. Casey Winters , Growth Advisor in Residence at Greylock Partners.

Start-ups 194

Start-ups Education Engineering Sales 194

Beyond Philosophy

NOVEMBER 6, 2017

By providing a range of options for getting in touch, like live chat online, contact enquiry forms on your website, direct correspondence via email or even a postal address for those souls who still like to send a letter, you’re offering a more wide-ranging customer experience. 2 – Manage your communication flow.

Contact Center 111

Contact Center Social Media Start-ups Customer Experience 111