Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Touchpoint 105

Touchpoint AI Gaming Innovation 105

Beyond Philosophy

JANUARY 4, 2024

We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. For example, this past year, my podcast partner was working on a book proposal and fell into another book project with a colleague while doing so. So, shake off the skepticism.

Net Promoter Score 97

Net Promoter Score NPS Artificial Intelligence AI 97

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is a key element in doing business today. There are tradeoffs required to make this approximation of a personal relationship work.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Beyond Philosophy

MARCH 21, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sometimes, things go wrong despite your best efforts. So, it’s not a matter of if but when regarding a customer crisis. This situation happens everywhere.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Customer Think

NOVEMBER 14, 2022

Customer retention for a brand like Heineken may seem easy. So, B2B customer support is key to Heineken’s growth. During the podcast interview, Stephan Visser provided insight into their customer retention strategy. Beer giants wanted to improve relationships with B2B customers. So, […].

B2B 96

B2B Customer Retention Omnichannel 96

Beyond Philosophy

FEBRUARY 8, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Let’s begin this week’s issue with a test. My podcast partner only got two of five, but that was still pretty good, considering he’s from Ohio.

Start-ups 78

Start-ups Customer Experience 78

Beyond Philosophy

JANUARY 1, 2022

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. I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy.

Customer Relationship 103

Customer Relationship Engineering Management Consulting Start-ups 103

Totango

MAY 17, 2024

Economic pressures are compelling companies to rethink their strategies, with a heightened focus on both acquiring new business and nurturing existing customer relationships to drive revenue growth. Let’s explore four ways AI can help address these challenges to improve CS impact. So, what can CS teams do today?

Innovation 79

Innovation AI Start-ups Government 79

Intercom

FEBRUARY 22, 2024

We’re all aware of how the customer service function has long been perceived as a cost center rather than value driver. Traditionally, the received wisdom was that as a business grew, its customer service costs would grow in a linear fashion. What are the economics of customer service?

AI 52

AI Customer Service Technology Technology 52

SurveySensum

MAY 6, 2024

Cultivating a warm and authentic relationship with all those connected to your personal offerings is key to earning trust and credibility. Key Strategies to Build a Successful Personal Brand Online There is no one-size-fits-all strategy to improve personal branding. Keep these things in mind when crafting your brand story.

Social Media 52

Social Media Start-ups Artificial Intelligence Education 52

Beyond Philosophy

MARCH 28, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” The reality is that change and improvement usually take time.

CRM 78

CRM Sales Customer Relationship Management Customer Experience 78

Zendesk

NOVEMBER 29, 2023

As the manager of customer success for the world’s largest professional networking platform, LinkedIn , Erika Tabacniks knows a thing or two about the importance of work-life balance in ensuring team success. And in order to navigate the complexities of customer success, one must cultivate meaningful relationships on their teams.

Customer Relationship Management 52

Customer Relationship Management AI Customer Relationship Customer Service 52

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. She asked the right blokes about this one.

Construction 78

Construction Finance Customer Experience Management Retail 78

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 348

Transportation Technology Technology Social Media 348

Beyond Philosophy

APRIL 1, 2023

This Podcast produced in partnership with Zuper™. You are probably underestimating the importance of a vital part of your Customer experience. However, neglecting to address it can have negative impact on your customer satisfaction, customer loyalty, and customer advocacy. Most organizations do.

Customer Relationship Management 88

Customer Relationship Management Engineering CRM Customer Loyalty 88

Beyond Philosophy

JULY 21, 2022

As many of you know, I also have a podcast. This past week, our podcast featured two pickles, and I thought I would share them here since many of you are facing similar issues in your organization. Pickle #1: How can you increase survey response rates to create a more robust voice of customer data?

B2B 88

B2B Hospitality Hospitality VOC 88

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Moreover, it serves as a useful framework for thinking about relationships.

Social Media 156

Social Media Start-ups CX Customer Experience 156

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. Some of the best leaders have a higher EQ than IQ.

Customer Service 78

Customer Service Customer Relationship Customer Experience 78

Beyond Philosophy

OCTOBER 15, 2022

Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight. Combining the emotional data into the formula with concepts from the behavioral science side will make it so organizations can understand what and why their customers do what they do.

Artificial Intelligence 78

Artificial Intelligence Customer Journey Map AI Touchpoint 78

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being. This podcast is produced by Resonate Recordings.

Social Media 158

Social Media Artificial Intelligence AI Technology 158

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Understand what your customers want from your experience: Customers have goals, too.

Customer Experience 177

Customer Experience Start-ups Customer Relationship Management Customer Relationship 177

Beyond Philosophy

JANUARY 21, 2020

Customer loyalty is what most businesses want. The more your customers buy from you, the more you improve your bottom line, not only in increased sales but also in decreased customer acquisition costs. Improving your Customer Experience to foster customer loyalty is often an expense that senior management can get behind.

AI 120

AI Artificial Intelligence Construction Customer Loyalty 120

Beyond Philosophy

AUGUST 29, 2020

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If you chose A, then you chose wisely—and you decided to like your customers would. This episode of The Intuitive Customer shares our five new rules guaranteed to build trust. Be authentic.

CX 158

CX Customer Experience 158

Beyond Philosophy

MARCH 29, 2019

Brand Or Customer Experience – what comes first? Branding is imperative to having an outstanding Customer Experience. Branding is imperative to having an outstanding Customer Experience. –more–> We are often asked which comes first, the brand or the Customer Experience? Let us explain.

Customer Experience 114

Customer Experience Customer Loyalty CX 114

Beyond Philosophy

AUGUST 23, 2019

In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer. Customer Loyalty is hard to earn but also hard to lose.

Customer Loyalty 129

Customer Loyalty CX Customer Experience 129

Beyond Philosophy

AUGUST 16, 2019

Relationship Types and How to Use Them. We act differently in our various relationships. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers. Relational: This relationship is emotional.

Customer Loyalty 102

Customer Loyalty CX Customer Experience 102

Beyond Philosophy

MAY 15, 2021

This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. 5 Rules for Managing Your Customer Experience in Business to Business. Recognize that customer emotions apply.

Customer Experience 103

Customer Experience B2B Healthcare Management Consulting 103

Uniphore

JANUARY 4, 2022

Uniphore Collaborates with Cisco to Enable Better Customer Experiences. How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience. silver-bullet-solution mindset on a recent podcast.

Customer Experience 158

Customer Experience Engineering Start-ups Customer Survey 158

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Instead, they would say they wanted loyal customers.

Customer Acquisition 174

Customer Acquisition Start-ups Transportation Sports 174

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

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Beyond Philosophy

JULY 14, 2022

It can be good for our relationships. . Many of you know I also have a podcast called “ The Intuitive Customer. ” We had a 5-star review titled “Delightfully Humorous and Informative” that I thought I would share: “The dynamic between the two hosts absolutely makes the podcast. There you have it.

Contact Center 165

Contact Center CX 165

Beyond Philosophy

AUGUST 14, 2021

We were excited to reach our 200 th Episode of the podcast! In this episode, we look back on six of our favorite podcasts from these first 200 episodes and what the key learning was from each of them. Key Ideas to Improve your Customer Experience. What is Customer Science? is one of his most memorable podcasts.

Construction 78

Construction Management Consulting Customer Experience CX 78

Intercom, Inc.

AUGUST 27, 2020

Customer acquisition costs are rising , churn is every company’s poison pill, and the competition is relentless. Success in the subscription economy isn’t about having the best product; it’s about having the strongest customer relationships. To navigate the current minefield of growth, businesses need to shift their focus.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. There is a process, and today we will look at when and how you should sack a customer. . This topic came up on a recent podcast. Robert, who works in software development, has a pickle from time to time with annoying customers. So, How Do You Decide to Fire a Customer?

Customer Relationship 78

Customer Relationship Contact Center Start-ups Sales 78