CloudCherry

OCTOBER 23, 2019

On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service. It’s an online, European Pharmacy called Viata , who earned her praise by working hard to simplify interactions, particularly for older customers. Let’s Chat.

Customer Service 225

Customer Service Contact Center Customers Customer relationships 225

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 Effort Score NPS Conference 97

Uniphore

NOVEMBER 23, 2021

Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Uniphore and Tech Mahindra have joined together to transform customer services and to ensure that every customer has a voice. During the podcast, Jafar H.

Average Handle Time 130

Average Handle Time Return on Investment e-support Analytics 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.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

Blake Morgan

FEBRUARY 27, 2024

                                            Generative AI, a rapidly evolving technology, is poised to revolutionize various aspects of business, particularly customer experience (CX). This approach could offer invaluable insights into real-world customer behavior and preferences.

Customer Experience 59

Customer Experience Customer Satisfaction Study Trends 59

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.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

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. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. This first one is from HubSpot.

Customer Engagement 157

Customer Engagement Engagement Social Media Measurement 157

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 Leadership Training Technology 130

Blake Morgan

FEBRUARY 6, 2024

                                          Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization. We do that to truly deliver on the promise of being customer centric.

Contact Center 95

Contact Center Technology Customer Service Exceptional Customer Service 95

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.

How To 78

How To Exercises Video Policies 78

CloudCherry

DECEMBER 23, 2019

Understanding Customers…. And, this week on ‘The Sweets of CX ’, I dove in to my first episode as a solo host, and was honored to interview a friend and colleague who’s ALL about his customers, Mike Miller – Director of Customer Success at CloudCherry (now Cisco). So, what Brand has wowed our Customer Success Expert?

CEM 195

CEM Customer Success How To Return on Investment 195

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 eBook Hotels Exercises 78

NobelBiz

APRIL 1, 2024

Our staff is committed to giving you the best possible service and support, and we work hard to make improvements to our services to better meet your needs. Our commitment to providing exceptional products and services to our customers has truly paid off, and we are grateful for the recognition.

Call Center 52

Call Center Contact Center Report Meeting 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.

ROI 78

ROI Return on Investment Exercises Measurement 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 relationships 103

Customer relationships Consulting Tips Insurance 103

Blake Morgan

MARCH 5, 2024

                                             Exceptional customer experience (CX) isn’t just for B2C companies anymore. Surbhi Kaul, Vice President of Global Customer Experience at Juniper Networks, exemplifies this shift.

B2C 52

B2C B2B Exceptional Customer Service Touchpoint 52

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.

How To 88

How To Customer Relationship Management CRM Software 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 Survey Hospitality Data 88

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.

Customer Journeys 78

Customer Journeys Touchpoint Consulting Customer Retention 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.

Study 348

Study Transportation Survey Technology 348

Russel Lolacher

APRIL 20, 2021

Internal podcasts are a great tool for communications and to engage your employees. The popularity and adoption of podcasting continues to rise. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. Look at podcasting as its own program.

Engagement 122

Engagement Culture Entertainment Communication 122

Blake Morgan

FEBRUARY 20, 2024

                                           The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of customer experience. For regular updates on customer experience, sign up for her weekly newsletter here.

Automotive 52

Automotive Industry Customer Experience Competitive Advantage 52

Blake Morgan

JANUARY 2, 2024

                                     The pandemic whirlwind has reshaped everything, including customer service. Donna Drehmann, Director of Customer Experience at Eargo, started her career in customer support and worked her way up to leadership roles at companies like Postmates, Asurion, and TikTok.

Contact Center 52

Contact Center Leadership Tips Customer Insights 52

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.

Brands 158

Brands Social Media Chatbots Interaction 158

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.

Management 156

Management Social Media Groups Call Center 156

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 How To Wait Times Tips 177

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.

Management 78

Management Leadership Conference Examples 78

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. What is a Customer Experience Map? Social media engagement for customer feedback. Loyalty program enrollment for customer retention.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

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.

Loyalty 120

Loyalty Connections Consulting Customer Experience 120

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.

Brands 114

Brands Customer Experience Loyalty Consulting 114

Call Experts

APRIL 28, 2022

Podcasts have been a popular form of entertainment since the 2000s, when iTunes made them readily accessible to the average person. And, with the rise in podcast popularity has come the rise of the customer service podcast. . Podcasts are a great way to learn something new, get entertained, or be inspired.

Customer Service 52

Customer Service Entertainment Exceptional Customer Service Social Media 52

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

Resources 111

Resources Customer Success eBook Multi-Channel 111

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

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.

Banking 158

Banking Policies Examples Consulting 158

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.

Loyalty 129

Loyalty Customers Consulting Connections 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.

How To 102

How To Loyalty Consulting Interaction 102

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 Company Customer Centricity Airlines 171