Beyond Philosophy

JULY 24, 2021

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. I have used it to help organizations that hire us to improve their Customer Experiences to build their teams. In this episode, we share the five rules for building successful Customer Experience teams.

Customer Experience 78

Customer Experience Management Consulting CX 78

Help Scout

JUNE 8, 2021

Still, using AI chatbots for customer service makes plenty of sense. Use an automated conversational approach to encourage more customer self-service: Help customers find answers themselves by guiding them step by step to the right self-service options. Rules-based chatbots. The two main types of chatbots.

AI 144

AI Machine Learning Artificial Intelligence Technology 144

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. Customer research should be a priority every year. Get under the skin of the customer. Rule #1: Define the right method.

Manufacturing 78

Manufacturing Start-ups Customer Feedback CX 78

Fonolo

OCTOBER 5, 2023

You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. In this post we’ll look at chatbots, their functionality and how they differ from the tried-and-true IVRs they sometimes seem to mimic. FREE WEBINAR: Is Your Chatbot Really Just an IVR? Join us Oct.

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

Intercom, Inc.

JUNE 22, 2018

You’re teaching them how to think! I’ll walk through a simple example to demonstrate how you can apply it to common tasks. How would we go about that? Know your customers and how they decide. How to hire designers. It’s also still useful to use the 2-dimensional example).

Machine Learning 223

Machine Learning Start-ups Customer Feedback 223

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Men and women sitting in their cars, buses and trains, giving themselves a pep talk before stepping into the corporate war zone. "If How can it be that so many organizations are plagued by a survival mode mentality?

Customer Experience 182

Customer Experience Gaming CX Contact Center 182

Zendesk

OCTOBER 4, 2023

Olivia is a customer service agent at a bustling, understaffed customer service department. To free up her time, bots quickly answer customer questions or acknowledge receipt of the query and when customers can expect a reply. However, her capacity often fluctuates based on the complexity of the tasks.

Artificial Intelligence 52

Artificial Intelligence Sentiment Analysis AI Machine Learning 52

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 83

Customer Experience Predictive Analytics Close the Loop CX 83

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. After all, how much joy do you need to buy paper towels? So, What is Customer Effort and a Customer Effort Score?

Net Promoter Score 182

Net Promoter Score Government Customer Feedback Customer Experience 182

Customer Bliss

JANUARY 17, 2020

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And how did you make me feel as a result of doing that? Did you improve my life?

CX 130

CX Customer Experience 130

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. The one item that is consistent, and should never change, is treating the customer with respect.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Lightico

NOVEMBER 13, 2023

The impact of the recession is reverberating through the lending sector, significantly influencing how auto lenders manage deferments or payment due date changes together with the broader dynamics of their operations. The loss of employment, in particular, can be a crushing blow, leaving individuals and families struggling to make ends meet.

Finance 52

Finance Government Customer Satisfaction Legal 52

Lightico

MAY 4, 2022

On June 13th, 2022 Ofcom will be passing a new ruling governing UK telco contracts. The ruling will require pre-contract information to be displayed to a potential customer before they agree to sign or approve a contract. What Does the Ofcom Ruling Say? Allows information to be addressed personally to the recipient.

Compliance 52

Compliance Legal Sales Government 52

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. Men and women sitting in their cars, buses and trains, giving themselves a pep talk before stepping into the corporate war zone. "If The customer suffers as well. There is hope for frustrated managers.

Customer Experience 140

Customer Experience Gaming CX Contact Center 140

Beyond Philosophy

FEBRUARY 15, 2017

Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable – not just for themselves, but for everyone else in the workplace. Creating and maintaining work relationships isn’t hard, if you just remember a few simple rules that you probably learned before you were even in your teens.

Construction 152

Construction Education Customer Experience CX 152

Comm100

SEPTEMBER 4, 2022

More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. Make the most out of canned messages.

Customer Service 98

Customer Service Start-ups Government Customer Expectations 98

Zendesk

MAY 5, 2022

Internal service for employees is just like customer service. The same rules apply: Make yourself available, answer questions, solve problems, and monitor feedback. Providing internal service is important because how you treat your employees trickles down to your customer relationships and impacts the bottom line.

Customer Service 98

Customer Service B2C Start-ups Legal 98

Steven Van Belleghem

JANUARY 17, 2024

The expected results are clear: achieve greater customer loyalty and ensure that your customers also become your ambassadors. This is a double win: loyalty helps companies to retain its customers and the existing customers themselves become the main acquisition channel for new customers.

Customer Loyalty 44

Customer Loyalty Manufacturing Customer Relationship Start-ups 44

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

TeamSupport

NOVEMBER 8, 2019

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support. Here are five of the winning customer service strategies every business should be using: 1.

Customer Service 83

Customer Service B2B Customer Satisfaction Start-ups 83

Intercom, Inc.

JANUARY 22, 2019

The process generally involves communicating with people from the time they have a basic interest in your product to the point at which they are engaged enough to make a purchase decision. The hard part is converting them into long-term, loyal customers. What are you doing with the leads that don’t convert right away? The problem?

Start-ups 186

Start-ups Sales 186

Fonolo

MARCH 9, 2023

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. Nearly 2/3 of respondents said they felt rage. Here are some of the most common customer complaints in contact centers. Don’t make this mistake.

Contact Center 87

Contact Center Omnichannel Sentiment Analysis Customer Satisfaction 87

Intercom, Inc.

AUGUST 6, 2018

As relationship managers, we’re tasked with knowing exactly what brings our customers value and helping customers grow their businesses so our business can grow too. But how do you form deep customer relationships when you’re managing hundreds of accounts? Nearly 50% of our customers opened our first video message!

Customer Relationship 148

Customer Relationship Start-ups Education Sales 148

Comm100

FEBRUARY 12, 2023

Top 10 Use Cases for Chatbots in Higher Education Learn how schools are adopting bots to help them improve team efficiency, reduce support costs, and improve student satisfaction. Routing rules can be used to direct student chats based on factors such as agent skill level, geographic region, or chat topic. Get slides now Slides 1.

Education 72

Education Social Media Technology Technology 72

Beyond Philosophy

NOVEMBER 27, 2020

Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. In 2019, companies spent over $2 trillion on digital transformation, and even more in 2020, with COVID-19 driving many of these projects this year. We have been getting a lot of clients asking for a review of their digital experience.

Net Promoter Score 150

Net Promoter Score NPS Customer Experience Technology 150

Ameyo Callversations

SEPTEMBER 8, 2021

In the age of chats and social media, the call center is still a key to manage customer queries. It’s the closest experience towards face-to-face customer engagement. We have some facts to help understand why and how call centers play an essential role in customer engagement. billion at 25% CAGR by 2033.

Social Media 93

Social Media Contact Center Sales Entertainment 93

Aquire

JULY 26, 2021

Keeping your existing customers on board is a tough task in this competitive world. You need a mix of marketing strategies and innovative customer loyalty programs if you want to satisfy customers, increase customer engagement, and boost conversions. What is a customer loyalty program? Do your research.

Customer Loyalty 98

Customer Loyalty Social Media Artificial Intelligence Innovation 98

Intercom, Inc.

APRIL 25, 2018

Using apps, you can create tailored experiences for leads and customers when they open the Messenger. This is one of the biggest bets we’re making for our new Messenger, but the reality is that it came from quite modest beginnings. How we gave our Messenger a home. Think of it as the perfect front desk for your company.

Start-ups 215

Start-ups Sales 215

CommBox

JANUARY 26, 2022

So many of us have online jobs now—from remote employees to freelancers looking to make money online —that there’s often little practical reason for us to be in the office. Depending on what industry you are in, how big your team is, and what the general company culture looks like, your method of communication can differ. Remote Work.

Omnichannel 98

Omnichannel Social Media Start-ups Sales 98

Help Scout

AUGUST 17, 2021

We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. There are also customer relationships and expectations to manage. There’s no shortage of rules and regulations in the financial industry.

Customer Service 80

Customer Service Finance Start-ups Sales 80

Beyond Philosophy

NOVEMBER 22, 2017

Organizations love to talk about building relationships with customers. How do we make it work? Here are six principles that you can apply to your relationships with customers. The customer relationship lesson: Organizations can’t build a relationship with customers if they don’t have any! Disagreements.

Customer Relationship 135

Customer Relationship Start-ups Retail Customer Experience 135

Intercom

AUGUST 13, 2019

Automated customer service isn’t a new concept. But much has changed, both in usability and customer perception. Voice recognition technology has improved, AI solutions can interpret customer feedback, and chatbots have started to answer the questions they receive, not just pass them off to a human.

Customer Service 139

Customer Service Start-ups AI B2C 139

Aquire

OCTOBER 12, 2021

With competition increasing, good customer service has become core to a company’s success. But delivering quality products alongside outstanding customer service is a big challenge. Let them find ways to better serve your customers. 8 most common customer service challenges. 8 most common customer service challenges.

Customer Service 105

Customer Service E-commerce Customer Journey Map Customer Expectations 105

Comm100

SEPTEMBER 29, 2021

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. So far in the series, we’ve covered: Why You Can’t Afford to Ignore It , introducing the many benefits of digital transformation in customer service, including reduced costs, improved CSAT scores, improved efficiency, and much more.

Customer Service 81

Customer Service Compliance Start-ups AI 81

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 120

Customer Experience Hospitality Hospitality Start-ups 120

Zendesk

AUGUST 4, 2021

Because cloud computing is the norm in our distributed, digital-first world, and startups need digital-first support strategies to help them grow by gaining and retaining customers. Scaling your startup with customer service. “In So as SaaS startups grow, how can they keep the feedback loop between customers and the company close?

Customer Service 98

Customer Service Social Media CX AI 98

Neosperience

MARCH 2, 2022

Today’s context: how the relationship with virtual assistants is changing. Today the situation is fortunately changing: at the beginning of 2020 Apple eliminated the default “female” option for Siri, and now allows you to choose a male voice from a set of items called 1, 2 and 3 (in Italy there are 1 and 2).

Artificial Intelligence 52

Artificial Intelligence Construction Government Technology 52