Beyond Philosophy

MARCH 8, 2019

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know.

Innovation 133

Innovation Customer Loyalty CX Customer Expectations 133

Shep Hyken

JANUARY 4, 2022

Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. How can customers move through different modes of communications, including voice and digital channels, seamlessly without having to repeat their stories? ” About: Genefa Murphy is the Chief Marketing Officer for Five9.

Contact Center 115

Contact Center AI Customer Service Technology 115

Beyond Philosophy

JANUARY 4, 2022

My global Customer Experience consultancy did some work with a water utility in the U.K., To make a long story short, I wasn’t sure that my message about the emotions of Customer Experience was getting anywhere with him. Thinking back, we got through to him by telling stories. These spreadsheets also tell a story.

Customer Relationship 88

Customer Relationship Engineering Net Promoter Score Hospitality 88

Intercom, Inc.

JANUARY 16, 2020

Like numerous users, I first became aware of Miro via a consultant and this channel has been really important to their growth story. We also think about community and consultants and professional services as an ecosystem around our product. Andrey: We bet on consultants. And this is pretty unique on the market.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Intercom, Inc.

SEPTEMBER 10, 2020

Intercom’s Kate O’Hanlon recently caught up with Mark to talk about his approach to scaling, and why it’s a mistake to think that the formula for success is just about getting product-market fit and then adding sales reps. . The framework consists of three elements: product-market fit, go-to-market fit, and growth and moat.

Customer Retention 226

Customer Retention Sales Customer Acquisition Start-ups 226

Beyond Philosophy

JULY 31, 2017

Over the past few months, I’ve noticed that “storytelling” has become a hot marketing buzzword. Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that teach you to tell stories in your own business.

Entertainment 125

Entertainment Gaming Start-ups Customer Experience 125

Beyond Philosophy

SEPTEMBER 8, 2022

Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. Rule #2: Measure. Subscribe today right here.

Customer Experience 97

Customer Experience Net Promoter Score Innovation NPS 97

RateMyService

SEPTEMBER 27, 2023

Our new feature makes it easy for your customers to leave their positive feedback on your social channels In the ever-evolving landscape of digital marketing, businesses must harness the power of social reviews on platforms like Google and Facebook to thrive in the digital age.

Social Media 52

Social Media Customer Acquisition Gaming 52

Beyond Philosophy

DECEMBER 15, 2022

So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story. However, to get a reporter to write the story, we first need to understand that journalist’s beat. United didn’t want that story told. It’s an example of Framing.

Social Media 78

Social Media Entertainment Technology Technology 78

Beyond Philosophy

AUGUST 22, 2020

There are a few things you should know about Focalism: Objects of Focalism in a Customer Experience tend to be notable, easy-to-remember moments that make for good stories. We then capitalize on this by improving your customer experience to meet these needs thereby retaining and acquiring new customers across the market.

Customer Experience 135

Customer Experience CX Sales 135

Beyond Philosophy

APRIL 28, 2019

The Attention Cluster: These are the emotions your marketing department is responsible for, meaning they get the customers interested in what you have to offer. Here’s a funny story about the Advocacy Cluster. That is to say, they recognize that emotions play a part in business.

Customer Loyalty 126

Customer Loyalty CX Customer Experience 126

SurveySensum

APRIL 1, 2024

This loyalty is not just about repeat business; it also fosters a formidable defense against the fierce competition in the market. Trust is not easily gained but can be a distinguishing factor that sets a business apart, resonating deeply with consumers and potentially leading to market leadership.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Beyond Philosophy

JANUARY 12, 2022

In this episode, we hosted Tobias Goebel ( @tpgoebel ) Product Marketing Principal at Twilio IoT. 16:07 We hear a story about iRobot, which inspired Goebel’s article and fueled his fascination for what was possible with the VoP from a customer service perspective. appeared first on CX Consulting. How can we help?

VOC 78

VOC Management Consulting Technology Technology 78

Intercom

FEBRUARY 16, 2023

If you’re short on time, here are a few quick takeaways: With the rise of technology and online communities, consumers started exhibiting different preferences simultaneously, making it difficult for marketers to target them effectively. I joined, stayed there for almost 20 years, and just retired at the end of 2022.

Retail 105

Retail E-commerce Artificial Intelligence Start-ups 105

Beyond Philosophy

DECEMBER 6, 2019

But if there is a building next to it, and you know how many stories the building has, you can use the approximate building height to determine the baseline. To find out more about how your organization’s marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

Retail 109

Retail Customer Loyalty Customer Experience 109

Beyond Philosophy

NOVEMBER 15, 2019

There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain. For example, a story ran in The Denver Post several years ago about the opening of another market, Trader Joe’s, which has a low Price Image. ” In other words, opportunities come at some cost.

Construction 120

Construction Start-ups Customer Experience 120

Inside Customer Service

DECEMBER 16, 2021

While extreme, this isn't an unusual story. Contact center consultant, Andrew Gilliam, has asked applicants to listen to recorded customer calls and think of the next question to ask the customer. Conclusion In a competitive hiring market, it's natural to want to sell new hires on all the virtues of your company.

Contact Center 148

Contact Center Hospitality Hospitality Retail 148

Execs In The Know

MAY 4, 2023

These exceptional bicycles have taken the market by storm, capturing the hearts and imaginations of children and parents alike. The goal was to take a natural first aid product from the farmer’s market and bring it to the masses. and European markets were separate entities. Then, there was that itch to try something new.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Intercom, Inc.

APRIL 17, 2018

Sales letters were the precursor of email marketing. Sales letters sent through the mail were the precursor of email marketing and Kennedy’s is the classic tome on the tactic. You need to write to the length that allows you tell your story successfully rather than to a predetermined format or word count. In an example.

Sales 165

Sales Non-Profits Start-ups 165

Beyond Philosophy

MARCH 2, 2020

To make a long story short, they tried but couldn’t. . Word-of-mouth marketing might make it easier (or harder) for you to acquire different customers than without it. In our business growth consultancy, we were working with a water utility to improve their customer experience. First, consider your market.

Customer Service 188

Customer Service Business Growth Customer Acquisition Start-ups 188

Beyond Philosophy

MARCH 26, 2020

People will remember the COVID-19 Pandemic of 2020, and they will tell their stories. You want them to tell good stories about your company, not cautionary tales. To hear more about this marketing tool in more detail, listen to the complete podcast here. Listen to your customers. Invest in the long-term with customers.

Hospitality 139

Hospitality Hospitality Customer Experience 139

ECXO

AUGUST 2, 2023

A creative at heart, Mike is always innovating ways to apply the power of stories to CX and those to strategy. Along the way, he earned a business MBA from Thunderbird/ASU and top credentials in CX, consulting, and speaking. The best opportunities for using stories in your CX work 2. You Will Learn: 1.

Customer Journey Map 52

Customer Journey Map CX Innovation Customer Relationship Management 52

Totango

APRIL 4, 2024

RACI stands for Responsible, Accountable, Consulted, and Informed and is a great tool for: Overcoming ambiguity. Check out the full webinar to get the full story and get to know our panelists better. Closing communication gaps. Establishing a source of truth across teams. You are on the same team — it’s time to act like it.

Sales 91

Sales Start-ups Gaming Customer Satisfaction 91

SurveySensum

SEPTEMBER 6, 2023

They shared stories of excellent customer service, speedy issue resolutions, and fantastic phone features. Word-of-mouth marketing drives between 20%-50% of all purchasing decisions. Consider teaming up with happy clients for joint marketing. Well, many businesses are leveraging these marketing programs. Not just that.

NPS 52

NPS Social Media Net Promoter Score Customer Loyalty 52

Beyond Philosophy

JULY 9, 2020

Before we get into that, I have a story to give you some background on why I did this. However, if you ask them that, people (who do not know you) are not likely to tell you the whole story. One, you could use it as a segmentation tool that gives you specific targets with your marketing messages.

Customer Experience 162

Customer Experience CX Technology Technology 162

Beyond Philosophy

AUGUST 15, 2020

However, recent findings by Professor Shiri Melumad, assistant professor of marketing for the Wharton School at the University of Pennsylvania suggest that you would. A review of a refrigerator may not be as emotional as your written response to a current events story. You might be thinking that this can’t be true.

Data Mining 138

Data Mining CX Customer Experience Technology 138

Shep Hyken

MARCH 1, 2022

The Gap Between Your Marketing Message and Frontline Teams. Shep Hyken interviews Chris Wallace, Co-Founder and President of InnerView , a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. Does Your Frontline Team Believe in Your Brand?

Gaming 57

Gaming Innovation Start-ups Customer Expectations 57

SurveySensum

JANUARY 8, 2021

As a company that is focused on improving the ways you help your customer, we reached out to our customers and community to collect some exceptional stories of customer experience. These are the stories of grit, determination, courage, and going above and beyond the call of duty. How Breville went above and beyond.

Customer Experience 81

Customer Experience E-commerce Pharmaceutical Start-ups 81

DMG Consulting

SEPTEMBER 29, 2022

The market is in the early days of this transformation, but its potential is awe-inspiring, as it is going to touch every aspect of what is done in and by contact centers and the customer experience (CX) in general. This is a given, but it is only part of the story.

Artificial Intelligence 62

Artificial Intelligence CX Contact Center Text Analytics 62

SurveySensum

JANUARY 12, 2024

The traditional metrics for CX’s success in today’s market are changing. For any firm that wants to stand out in the market, it is essential that they make their customers feel valued and special. Humanization creates a unique and memorable identity, setting your brand apart in a crowded market.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

Sprinklr

SEPTEMBER 27, 2021

Sprinklr has given me the space and resources to be amazing.” – Luis Veloz, Solutions Consultant, Austin, TX. Sprinklr allows me to shine with growth opportunities, which is one of many reasons for being here almost seven years now.” – Neela Kumari, Marketing Manager, Bangalore.

CXM 83

CXM CRM Sales Innovation 83

Beyond Philosophy

SEPTEMBER 5, 2020

Other times we change our recollection of the story to line up better in our heads with what we believe. They are left trying to reconcile reality with what the customer feels the marketing promised them. appeared first on CX Consulting. rationalizing our actions). Cognitive Dissonance happens at an organizational level, too.

Sports 114

Sports Customer Experience CX 114

Beyond Philosophy

JULY 2, 2020

My story conveys a crucial fact about the opportunity this situation presents. How has the pandemic changed how your market works, and have you taken advantage of the opportunities it presents? Have the present market conditions created new segments based on experiences during the pandemic? To learn more, please click here.

Customer Experience 195

Customer Experience Non-Profits CX 195

Intercom, Inc.

AUGUST 15, 2019

Author Jeff Gothelf sees this all the time in his work as a consultant for medium- and large-sized companies, and it inevitably leads to a culture clash where designers feel unvalued. I started consulting and teaching and training and speaking about this. How well do you know that market? Deep empathy for the customer.

Start-ups 179

Start-ups Innovation Engineering Retail 179

Beyond Philosophy

SEPTEMBER 10, 2020

It’s a funny story, and we can all laugh at his lack of self-awareness in this instance, but he isn’t alone. Another form of dissonance reduction takes place where we change the story. Marketing makes a brand promise in advertising, but then the organization doesn’t follow through with it in reality.

Start-ups 182

Start-ups Sports CX Customer Experience 182

Execs In The Know

APRIL 25, 2024

The Enterprise Conversational AI market is fundamentally broken. According to a survey by Forrester Consulting in 2023, about 75% of consumers said that chatbots cannot provide them helpful answers, and 50% of consumers said they often feel frustrated in their interactions with chatbots. trillion by 2032. trillion by 2032.

AI 52

AI CXM Engineering Business Operations 52

SurveySensum

OCTOBER 27, 2023

Share Success Stories: If you’ve successfully turned a negative review into a positive customer experience, consider sharing these stories on your website or social media to demonstrate your commitment to customer satisfaction. Show how you’ve listened and acted on customer reviews to make your business better.

B2B 52

B2B Construction Social Media Customer Feedback 52