Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Emotions create memories.

Management 189

Management Insurance Net Promoter Score Connections 189

BirdEye

SEPTEMBER 11, 2023

Onboarding a customer isn’t a lottery won; keeping them satisfied is. A satisfied customer writes you positive reviews, generates repeat purchases, and a scope of referral, which helps you build authority in front of other potential customers. Table of contents How is AI used in customer feedback analysis?

Feedback 108

Feedback Strategy Social Media Analysis 108

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” ” Nobody knew back then. Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy. Sure, but….what

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. 1) Be personal. 2) Be responsive.

Connections 149

Connections Tips Social Media Multi-Channel 149

BirdEye

MAY 15, 2023

Do you want to create an engaging and memorable customer experience? But creating such a plan isn’t easy — it requires knowledge of marketing techniques, research into customer behavior, and understanding how people interact with brands. Put simply, a brand strategy is a plan to help position your business in the marketplace.

Brands 98

Brands Strategy Social Media Communication 98

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. So how can these principles be applied across the board as the rule instead of the exception?

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. There is a big difference between satisfied customers and loyal customers. Loyalty is an emotion. What Emotions Mean for Customers.

Customer Satisfaction 48

Customer Satisfaction Net Promoter Score Loyalty Connections 48

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. 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. EQ Realm #1: Know your emotions.

Management 78

Management Leadership Conference Examples 78

SurveySparrow

FEBRUARY 24, 2024

Turns out customers don’t always say what they mean. Customer sentiment analysis lets you hear what’s really being said between the lines. If you are confused about the whole idea of customer sentiment, I have got you covered. What is Customer Sentiment? It speaks about the overall emotional opinion.

Analysis 52

Analysis Social Media Effort Score Survey 52

SurveySparrow

AUGUST 25, 2023

Have you ever wondered why customer experience is hailed as the cornerstone of business success in today’s fiercely competitive market? A PwC survey indicates that 73% of consumers consider customer experience to be very important when making purchases. How about we get into it now? How do we read our customers’ minds?

Tips 52

Tips Customer Experience Social Media Self Service 52

GetFeedback

NOVEMBER 20, 2018

This is exactly why a strong survey email subject line is so important—without a compelling reason to open your email, your survey runs the risk of getting lost in your customers’ inboxes forever. Personalization makes your survey email feel like a custom invitation. Keep the email subject line short.

Survey 246

Survey Strategy Tips Culture 246

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 312

Customers Customer Service Ecommerce eBook 312

Beyond Philosophy

FEBRUARY 24, 2022

One of the most valuable things I have learned in my career is how to work with senior executives. We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. Without it, you are not keeping up your end of the bargain. .

Engagement 89

Engagement Consulting ROI Course 89

SurveySparrow

AUGUST 14, 2023

Picture a world where every customer is not just satisfied but delighted with your business. Improving the customer experience is not just a choice today; it’s the ultimate key to success. So, how can businesses unlock the secrets to providing exceptional customer experiences? We thought you might be!

Customer Experience 52

Customer Experience Effort Score Social Media Chatbots 52

BirdEye

MAY 3, 2023

In this blog, we’ll share some strategies for setting effective marketing objectives to reach your desired results. In the same way, your marketing success depends on a strategic patchwork of marketing activities that come together to increase brand awareness, generate leads, and, ultimately, increase sales. goals remains undisputed.

Strategy 98

Strategy Marketing Social Media Net Promoter Score 98

Michelli Experience

JUNE 26, 2018

Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later? I became a student on the topic because I wanted my children to learn how to constructively use humor to take themselves and the world around them less seriously. Humor and Customer Experience.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.”

Policies 143

Policies Exercises Examples Financial 143

Beyond Philosophy

SEPTEMBER 4, 2017

I’m ordinarily skeptical of technology as a solution to customer experience problems. A customer’s experience is largely made up of subconscious and emotional factors – what we call the “ Emotional Signature.” Lorraine and I usually spend the ride home bemoaning the abysmal customer experience.

Retail 158

Retail Consulting Loyalty ROI 158

Beyond Philosophy

NOVEMBER 21, 2017

It plans to encourage spending by offering deep discounts and making it easier for shoppers to see how much they’ll save. I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. I vowed never to do it again.

Retail 125

Retail Rewards Programs Sales Loyalty 125

Beyond Philosophy

JULY 11, 2019

It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . One of the things this example shows is that as a restaurant owner, it doesn’t matter how good your restaurant is.

System 119

System Study Groups Consulting 119

Kustomer

JUNE 13, 2022

Messaging channels are therefore expected to become increasingly essential in solving customer issues on-demand to meet customers where they’re already communicating with family and friends. According to our research , 72% of consumers expect their problems to be solved instantly upon contacting customer service.

Tips 98

Tips Customer Service Chatbots Social Media 98

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Triant says that it makes customers happier.

How To 147

How To Contact Center Hotels Social Media 147

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Great feedback?

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Horizon CX

NOVEMBER 7, 2019

A few years back when I started taking drum lessons, my instructor gave me some sage advice about my performing. That was a teachable moment for me that I have carried forward into my business practice and into the world of customer experience. Clerk: What’s the <expletive> issue? I could go on here, but you get the picture.

Social Media 113

Social Media Culture Retail Tips 113

Beyond Philosophy

APRIL 2, 2020

We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this. Social Proof describes how we want to do what everyone else is doing, aka peer pressure.

Retail 159

Retail Training Brands Examples 159

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Consulting 78

Consulting Social Media Examples Customer Experience 78

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. A Chick-fil-A team member helps keep a mom dry and makes it easy for her to take home a meal.

Sales 113

Sales Hospitality Guest Experience Culture 113

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. I was in a Starbucks recently.

Wait Times 161

Wait Times Tips Company Management 161

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Why customer trust is important for brand loyalty.

Interaction 211

Interaction How To Self Service Customers 211

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. Most of the positive comments are about service. Therefore, the government had shops charge customers for giving them plastic bags for their purchases. People love it.

Hotels 78

Hotels Fashion Examples Government 78

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. Loyalty is an emotional reaction.

Customer Centricity 175

Customer Centricity Policies Consulting Transportation 175

Integrity Solutions

AUGUST 30, 2021

When it comes to hiring salespeople, why has it become so hard to get people excited about a job in sales in the first place? After a devastating year for layoffs and record-setting degrees of turnover on the horizon, open sales positions abound and salespeople are in hot demand. How Does Your Company Define Selling?

Sales 99

Sales Culture Training CRM 99

Beyond Philosophy

APRIL 4, 2019

Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast. We also explained how the two concepts are crucial to creating brand and customer loyalty. Here’s why branding comes first and the difference between them.

Loyalty 130

Loyalty Brands Insurance Call Center 130

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Well, research says that businesses can win back 70% of dissatisfied customers when their issues are resolved.

Survey 52

Survey Feedback User Experience Communication 52

Beyond Philosophy

OCTOBER 11, 2018

So how do we do this? It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return. How We Make Decisions—Prospect Theory.

Sales 137

Sales Call Center Loyalty eBook 137