SurveySparrow

JANUARY 29, 2024

Can you use AI for surveys, you ask? In fact, asking the right survey questions can streamline data analysis. Guess how much time it can save! This blog will focus on four types of AI survey questions that will help you get precise customer data. How does it work? By going above and beyond!

Survey 52

Survey Data Analysis Trends 52

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?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. If you are new to C3Centricity then welcome, glad you could join us.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Integrity Solutions

AUGUST 13, 2021

By adding Emotional and Social Intelligence to the coaching model, sales team coaches can discover amazing success. What is social and emotional intelligence? Emotional and Social Intelligence for Sales Coaches. Here’s why. Emotional Intelligence and Sales Coaching.

Sales 111

Sales Culture Connections Examples 111

Beyond Philosophy

OCTOBER 20, 2022

This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev ( @ZhechoDobrev ), author of The Big Miss: How Organizations Overlook the Value of Emotions. We talked with him before on our podcast a month ago about how emotions drive customer behavior.

Self Service 78

Self Service Contact Center Banking System 78

NICE inContact

SEPTEMBER 27, 2019

The last couple years have seen an important turning point for customer service and customer experience. Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving.

CRM 138

CRM Contact Center Return on Investment Call Center 138

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support in 2020. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science.

How To 147

How To Contact Center Hotels Social Media 147

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

Loyalty 156

Loyalty Training Customers Call Center 156

ECXO

MARCH 24, 2024

1710668672319 AI in Customer Experience – should I stay, or should I go? Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities.

Customer Experience 52

Customer Experience Social Media Analysis Loyalty 52

Beyond Philosophy

MARCH 10, 2020

Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. Something in the environment caused us to act like a bad driver momentarily.

Insurance 179

Insurance Call Center Training Consulting 179

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

Customer Journeys 120

Customer Journeys Net Promoter Score B2B Training 120

BirdEye

JULY 7, 2023

Today’s customers expect answers in real time. That’s why a customer service chatbot is a necessary tool for a successful business. With this tool, you can quickly and accurately respond to customer service questions, even if it’s at midnight.

Chatbots 96

Chatbots Customer Service Social Media Banking 96

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.” I have used them many, many times.

Customer Experience 88

Customer Experience Consulting Communication Customers 88

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

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. You can evaluate them to determine how they feel.

Customer Journeys 149

Customer Journeys Training Exercises Customers 149

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? We dive deep into using emotional intelligence to have great experiences. The original article can be found in Psychology Today. Always do your best.

Customer Service 126

Customer Service Strategy Social Media Customers 126

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. At times like this, the experience and service brands provide is vita l. Look at tools that can help you do three things: 1. Published on: April 15, 2020.

Net Promoter Score 95

Net Promoter Score Self Service NPS Consumers 95

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. There are two main lenses through which these factors must be filtered: customer experience (CX) and agent experience (AX).

Trends 78

Trends Contact Center Consumers Technology 78

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Before Soliciting Feedback.

Contact Center 82

Contact Center Customer Journeys Feedback Tools 82

Beyond Philosophy

JANUARY 26, 2023

A few years ago, we went over some of the essential questions for your clients. Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them. Yet, interestingly enough, individuals can answer the question. Or should I call them provocations?

Net Promoter Score 78

Net Promoter Score Customer Centricity Course Examples 78

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. I have assembled them here for your reference. Focus on the ROI of CX improvement.

ROI 139

ROI Net Promoter Score Effort Score Groups 139

Vonage

MAY 5, 2016

Every month I receive messages from students and readers that begin, “I got such terrible service from…” and often close, “…and I’ll never go back there again!”. Here’s why: Anyone with enough intelligence and emotion to muster a written complaint also has the ability to offer a constructive solution.

How To 120

How To Customer Journeys Entertainment Culture 120

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Can you tell us how you got into CX and why you find the space so interesting? Lou taught me how to ‘read’ a business by reading its clues. We’ve updated it for 2017.

Trends 171

Trends Customer Experience Wireless Entertainment 171

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. One way to ensure your agents are able to do this is to establish a framework for chat etiquette.

Tips 98

Tips Customer Service Chatbots Social Media 98

Beyond Philosophy

MARCH 31, 2020

As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. But there are other, not-travel related customer experience shambles too!

Self Service 199

Self Service Airlines Hospitality Travel 199

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is. So, What’s the Problem?

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

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

SurveySparrow

JULY 27, 2023

Every click, swipe, and scroll is an opportunity to leave an indelible mark on your customers’ lives. With the pace at which the digital landscape is moving, the basics of customer service are not enough anymore. Is that the question lingering in your mind right now? Don’t worry. We’ve got you covered!

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

SurveySparrow

SEPTEMBER 5, 2023

What if we told you there is a technology that can read your mind and provide exactly what you need before you even ask? It is called chatbot customer experience. In this blog we will go through the meaning, importance, benefits and strategies to create exceptional chatbot CX. What would you do?

Chatbots 52

Chatbots Customer Experience Travel Banking 52

NICE inContact

JUNE 9, 2016

No, this is not another story about how customers are changing because of iTunes, hands-free calling, mobile shopping, show-rooming or what Zappos and Amazon are doing now. This is a story about finding the hidden gems in your customer interaction data. So, what should you do with it?

Contact Center 120

Contact Center Analytics Training Data 120

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. But why is that? Still, customers don’t respond to a non-apology the same way they do a sincere one.

Social Media 290

Social Media Video Effort Score Brands 290

ProProfs Chat

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. That’s the true essence of customer service experience.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Kustomer

NOVEMBER 1, 2021

In this episode of Customer Service Secrets, Gabe Larsen is joined by Paolo Fabrizio, author, speaker, and customer service expert, to discuss digital customer service. Listen and subscribe to our podcast on these platforms: What Is a Digital Customer Experience? That makes a difference.”

Customer Service 97

Customer Service Social Media Customer Journeys Course 97

2020 Research

OCTOBER 25, 2022

Collect consumer insights through a well-crafted market research strategy and achieve deeper intelligence on your audience. Qualitative research is essential to your plan, but which should you select; digital or in-person qualitative? In this blog, discover the pros and cons of both digital and in-person qualitative research.

How To 52

How To Video Groups Travel 52

Stella Connect

OCTOBER 14, 2021

Colin has written seven bestselling books on Customer experience is the co-host of the highly successful Intuitive Customer podcast. They are such a great source of information on the customer experience the organization is providing. Explaining Empathy in Customer Service. Defining Empathy. This is not the case.

Contact Center 52

Contact Center Net Promoter Score Effort Score NPS 52

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Can you tell us how you got into CX and why you find the space so interesting? Lou taught me how to ‘read’ a business by reading its clues. We’ve updated it for 2017.

Trends 100

Trends Customer Experience Wireless Entertainment 100