Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what?

Customer Satisfaction 89

Customer Satisfaction Effort Score Competitive Advantage Self Service 89

Kustomer

OCTOBER 28, 2022

Unless the agents recognize that these tickets are from the same customer and take steps to merge them, reporting will be skewed, as there may be different response times, resolutions and CSAT scores for each ticket. In these modes of thought, “System 1” dominates “System 2”, as it takes much less effort, making it the default system.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Kustomer

FEBRUARY 25, 2020

Unless the agents recognize that these tickets are from the same customer and take steps to merge them, reporting will be skewed, as there may be different response times, resolutions and CSAT scores for each ticket. In these modes of thought, “System 1” dominates “System 2”, as it takes much less effort, making it the default system.

Customer Experience 59

Customer Experience Omni-Channel Customer Centricity Multi-Channel 59

GlowTouch

JULY 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail How Chat Support Can Positively Impact Customer Satisfaction and Your Other Service Channels. Today’s customers expect to receive support where they want, when they want, and how they want. About GlowTouch.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

GlowTouch

APRIL 24, 2020

Reputable outsourced customer support vendors understand the importance of meeting (and even exceeding) customer expectations. For example, studies have shown that almost 60% of customers that call into support centers are not willing to wait on hold for longer than one minute. That’s a big win for your business!

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52