Beyond Philosophy

AUGUST 11, 2022

It turns out it wasn’t. After the pandemic, people realized what they wanted out of a job, and many times, it wasn’t these customer-facing positions. Moreover, people don’t feel like they are part of the organization. The postal service isn’t breaking customer experience records right now either.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Customer Think

APRIL 23, 2024

Source: Unsplash We all agree to the terms and conditions (T&Cs) for services and products we use without ever reading them. The truth is that there are not enough hours in the day for any of us to really read everything and if you wanted to query one clause on page 57 then what would […]

CX 45

CX Customer Experience 45

Beyond Philosophy

DECEMBER 28, 2023

For example, I asked him about the short-term implications of AI, meaning in the next one to five years. Now, many of you might be thinking, “Don’t I already do that with Alexa?” When the AI can’t provide that answer, it passes the query on to a human. He predicts that customers can ask, “Hey!

AI 88

AI CX Start-ups Customer Service 88

Beyond Philosophy

JUNE 22, 2023

In business, people don’t say no enough, particularly to their boss. It’s easy for you to do, meaning it doesn’t take much energy, and the person gets a significant benefit. Patrick says you don’t get pushback when you speak from your identity. But this inability to say no goes home with people, too.

Start-ups 143

Start-ups Management Consulting Customer Experience 143

Beyond Philosophy

NOVEMBER 23, 2023

Regret isn’t an emotion only for disappointed new customers. However, I don’t buy Sony anymore. Not buying their stuff is bad enough, but I didn’t stop there. However, in this case, my electronic purchase decision wasn’t great, and I have to revisit this failure every time I turn the bloody thing on.

Customer Feedback 78

Customer Feedback Sales Customer Relationship Customer Experience 78

Bill Quiseng

DECEMBER 13, 2021

Customer retention supports long-term growth because it creates a loyal customer base. When these loyal customers are supported through great customer service, then they don’t have a reason to seek out other businesses. You should always strategize with your long-term goals in mind and a mission statement helps keep you focused.

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173

Beyond Philosophy

NOVEMBER 2, 2023

However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Do you want something lesser but more immediate or longer-term with a more significant benefit? Stanford Professor Itamar Simonson is very clever.

Start-ups 88

Start-ups Sales 88

Beyond Philosophy

OCTOBER 19, 2023

But you won’t be surprised if you ask the question. Consider abstract thinking versus concrete thinking or short-term thinking versus long-term thinking or emotional, hot cognition versus sensible, cool cognition. Also, it doesn’t take any energy to make that decision because it’s always there.

Sales 88

Sales Education Start-ups 88

Beyond Philosophy

MAY 4, 2023

Make some long-term decisions and long-term bets. The book has a lot of superior wisdom, but, in particular, I liked Blanchard’s question at one point: What would you do if you weren’t scared? In other words, don’t give up. Rule #5: Make some long-term decisions and long-term bets.

Start-ups 78

Start-ups Gambling Social Media Education 78

Customer Think

NOVEMBER 13, 2021

The term “headless WordPress” has recently become popular. You’ve probably heard about it but aren’t sure what it means. It’s a full-featured tool for bloggers and developers with many options, but it doesn’t let you do everything.

Technology 143

Technology Technology 143

Customer Think

FEBRUARY 18, 2024

And how do you do it well, ensuring the time and resources you’ve invested into these relationships isn’t squandered? Here are a few secrets to creating a rewarding partnership that lasts for the long-term and benefits everyone […]

B2B 64

B2B 64

Bill Quiseng

NOVEMBER 22, 2023

And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management. Saving the best for last, don’t just deliver to your people top-down, one-way, “one and done” customer service training. But no more. And, yes, educate everyone.

CX 97

CX CXM Customer Journey Map Education 97

C3Centricity

MARCH 25, 2024

I believe it is because their ROI is longer-term and often difficult to prove. And yet we didn’t seem to be any closer to solving it, at least until recently. But don’t worry I have the solution in the form of a new model of CX, which I will explain in a moment. Why is this?

B2C 90

B2C B2B CX 90

Intercom, Inc.

JULY 28, 2022

Liam: In terms of leadership, what did you learn at Salesforce and Google that you’ve brought with you? Sanj: I hope a lot of experience in terms of scaling companies. You want to attract and develop talent that will help you meet the goals of those plans, both short-term and long-term. Sanj: Absolutely.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Intercom, Inc.

APRIL 22, 2021

If you’re short on time, here are a few quick takeaways: To become a staff engineer, you can’t just rely on advice from your manager or company. Well, of course, they know what a staff engineer is, but I didn’t actually know what a staff engineer was. They likely don’t have all the answers. What is a staff engineer?

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom, Inc.

SEPTEMBER 30, 2021

You don’t know when issues are going to come up. They don’t happen on a schedule. It’s a long-term relationship. (…) There’s always going to be instances where people will have to go to a doctor’s office. We designed Little Otter to be a kind of family-first, in-your-home model.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Intercom, Inc.

MAY 25, 2022

For product folks the pressure’s on to revise your roadmap and short-term strategy to account for a narrowing budget, and shifting customer priorities. If you’re short on time, here are a few quick takeaways: While short-term strategies are more into focus right now, don’t lose sight of the horizon. They’re quite probably outdated.

Start-ups 138

Start-ups Sales Sports Government 138

Beyond Philosophy

SEPTEMBER 22, 2022

Therefore, one issue of the newsletter won’t be enough. ” He implies with his playful description that our brains like patterns, and we couldn’t turn off this preference even if we wanted to. So, we usually don’t. Memory is also classified into two types, short- and long-term memory.

Retail 88

Retail Customer Experience Customer Expectations CX 88

Beyond Philosophy

AUGUST 5, 2023

Unfortunately, when we do get the feedback, we discover that we weren’t quite so great as we thought we were. From a psychological perspective, perception isn’t the correct term. 05:00 Before we move further into solving Damien’s pickle, we define our terms in the style of psychology.

Customer Experience 78

Customer Experience Customer Survey 78

Intercom, Inc.

JULY 29, 2021

“The most important information you get is the feedback from the people who are going through the training, and we certainly didn’t get it 100% right the first time, but it was about getting it to a point where we felt confident we were giving people what they needed. It’s much more about group discussions, group projects.

Sales 223

Sales Start-ups Engineering Finance 223

Beyond Philosophy

MAY 6, 2023

After a search of both my hard drives (computer and memory), I realized that I didn’t. Now, part of not having any content on the subject means I didn’t have a definition ready for the term. To remedy this giant hole in our content, we recorded this podcast.

Customer Experience 147

Customer Experience 147

Intercom, Inc.

MAY 18, 2018

The inflection point is when you go from only being comfortable hiring star candidates who pose very little risk to taking chances on candidates who don’t tick all the boxes but who have promise and potential. Making that transition smoothly is crucial for your longer-term growth. Hiring strategy for early stage startups.

Construction 222

Construction Start-ups Innovation 222

Beyond Philosophy

OCTOBER 8, 2020

You might have noticed that the global pandemic isn’t doing much for your bottom line. By making changes that save you some money in the short term, like reducing head counts, you could incur much higher hidden costs in the long-term by accident, like recruitment. We discussed these five rules on a recent podcast.

Customer Acquisition 173

Customer Acquisition Start-ups Customer Satisfaction Customer Service 173

Beyond Philosophy

AUGUST 3, 2023

Have Long-Term Goals Hopefully, your working life will also span decades. You have likely worked some in the world and, in doing so, have determined there are some things you want to do and some things you don’t. Also, most of us have an immediacy focus on our short-term goals and rewards.

Sales 78

Sales Social Media Management Consulting Start-ups 78

Intercom

NOVEMBER 16, 2023

One, in the UK, and perhaps even globally, we’ve had a major issue in terms of resourcing, recruiting, and retaining good people. So, we’ve definitely got an issue in terms of that and our ability to respond. Now that sounds obvious, doesn’t it? And that’s obvious, isn’t it?

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. The funny thing is that even after having over twenty years of experience in customer experience, I don’t have an excellent definition of customer engagement.

Social Media 157

Social Media Customer Relationship Customer Experience Management Customer Experience 157

Intercom, Inc.

JUNE 30, 2022

So, our OCR, optical character recognition had to scan things like, oh, I don’t know, [A,C-hexifloro[, and suffice it to say, a spell checker would not work. To be honest, I couldn’t even describe myself as being all that enthusiastic about surveys. We imagine that patents are interesting, but they’re really not.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Beyond Philosophy

APRIL 16, 2021

Don’t be naïve. Rule #1: Don’t Be Naïve. . Many people don’t think they have company politics, or if they do, that the company politics do not affect them. If people were all behaving rationally, then politics wouldn’t be a thing. So, don’t be naïve about people’s motivations.

Gaming 148

Gaming Start-ups Customer Experience Innovation 148

The Squawk Point

MARCH 22, 2024

But in the hierarchy, the customers aren’t present. They aren’t paid to care about the system. System trade-offs aren’t considered. As the wealthiest man I ever met pointed out, “You don’t save yourself rich” (If you answered “1.”, Go and look at the interfaces.

Start-ups 52

Start-ups Customer Feedback Sales 52

Intercom

DECEMBER 18, 2023

And to not punish ourselves when we can’t always deliver what we were expected to. Intercom’s customer service has always been satisfactory and that is something you don’t usually expect from a big tech company. It can sometimes be tough to manage expectations as we don’t always have the answers or solutions.

Customer Service 98

Customer Service 98

Lumoa

FEBRUARY 6, 2024

Previously, things like “broken package”, “torn parcel”, and “damaged letter” all mean the same thing, but the Topic AI wouldn’t realize that. Upcoming webinars Lumoa Basic Training – Are you a new user, or just want to brush up on key terms? This one is for you!

AI 83

AI Start-ups 83

Beyond Philosophy

FEBRUARY 15, 2024

However, he hasn’t the faintest idea of how to do it from a practical sense. Still, when you ask them what emotion they are trying to evoke, they tend to gravitate towards terms like “positive” or “favorable.” For example, if customers say they aren’t sure about something, they feel uncertain.

Artificial Intelligence 88

Artificial Intelligence Social Media AI Start-ups 88

Beyond Philosophy

JULY 2, 2020

Organizations that are responding to things: Firms who are responding accept that the changes are not going to go away, at least not in the short term, meaning the next year or so. When times are good, and business is in a growth mindset or at least a good mindset, people generally don’t like uncertainty, with some exceptions.

Customer Experience 195

Customer Experience Non-Profits CX 195

Customer Think

JULY 12, 2021

In either case, using the term “basic” to describe an organization’s customer service is not a positive thing. That’s not to say covering “the basics” isn’t important. The classical definition is one of being fundamental in nature. Slang has turned this categorization into an insult.

Customer Service 138

Customer Service Technology Technology 138

Beyond Philosophy

FEBRUARY 2, 2023

Patel’s company isn’t getting the sales they need, and Patel asked us how we can tell if they are focused on the right segments. Without a strategy for presenting your offer to the various groupings of customers, segmentation isn’t doing anything for your sales. Without that, the exercise isn’t helpful.

Artificial Intelligence 78

Artificial Intelligence Construction Sales AI 78

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. The CMO stopped me because he knew right away that it wouldn’t work for their company. However, I don’t think his situation is unique.

Start-ups 167

Start-ups Customer Experience Customer Loyalty CX 167

Beyond Philosophy

DECEMBER 7, 2023

He had a lot of interesting insights in terms of the interface between AI and human employees. How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. So, does that mean we shouldn’t plan for it?

AI 88

AI Customer Experience Start-ups Education 88