Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery. Let’s take a closer look at each of these points.

Social Media 113

Social Media Multi-Channel Customer Centricity Consulting 113

GlowTouch

JUNE 11, 2019

GlowTouch at Largest Industry Trade Show: Customer Contact Week (CCW) Las Vegas. CCW is the world’s largest customer contact event, and GlowTouch will be at Booth #1311, as CCW marks its 20-year anniversary. This includes clients, their customers, our employees, and those in our communities. June 24-28. June 24-28.

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Industry Contact Center Return on Investment Omni-Channel 40

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

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Trends eBook System Conference 125

GlowTouch

SEPTEMBER 6, 2019

GlowTouch has deep expertise in customer care and technical support. On average our clients see a 177% ROI on every dollar they spend with us and a consistent increase in first call resolution and customer satisfaction. GlowTouch to Attend Women’s Business Enterprise Strategic Conference in Tucson, AZ in September.

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Beyond Philosophy

AUGUST 18, 2015

In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us. Lesson: There are many applications of the anchor effect on leadership, but I’ll limit my discussion to two. Discovering What Customers Don’t Know Themselves.

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System Customers Leadership Trends 60

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”. Are you sure?

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CEM CRM Conference Employee Engagement 60

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. We Need New Thinking. My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. We Need New Thinking. My Prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Smith+co CX

JANUARY 30, 2018

“The purposeful, intentional and consistent implementation of customer experience is the staple diet for market leading brands.”. According to Forrester’s 2017 CX Index , customer experience quality has plateaued or declined for most industries and companies. Have the aliens landed? We're playing computer games as we wait for haircuts.

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Culture Leadership Airlines Brands 28

Beyond Philosophy

SEPTEMBER 24, 2015

Several years ago, Professor Daniel Kahneman, winner of the 2002 Nobel Memorial Prize in Economic Sciences, looked closely at the idea that our minds have two systems of thinking in his book, “Thinking Fast and Slow”. Colin is an international author of five bestselling books and an engaging keynote speaker.

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Beyond Philosophy

NOVEMBER 20, 2015

I had just finished a big project on improving our Customer Experience (in the year 2000), before the words Customer Experience were even a term. A second journey to establish a consulting company based on Customer Experience. Since 2002, I have learned some truths about starting my own business. I have never looked back.

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Course Consulting Policies Customer Experience 60

GlowTouch

JULY 27, 2022

(Louisville, KY) – Vidya Ravichandran, the CEO and Founder of GlowTouch LLC , a global Business Process Outsourcing (BPO) services provider based in Louisville, KY, became one of the newest members of the CCWomen Hall of Fame during the Customer Contact Week Summit in Las Vegas.

Contact Center 52

Contact Center Fashion Leadership Omni-Channel 52

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . customer feedback data), involving customers, and defining customer outcomes. . A B2B company has other companies as customers, sure. Not so fast. .

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Customer Journeys B2C B2B Social Media 195

SmartKarrot

APRIL 13, 2020

Instead of buying and installing the infrastructure, customers can simply bear the subscription costs of the functionalities they use. Here’s an interesting blog on how should SaaS providers spend on Customer Success. Product-led growth and usage of the data for customer success and other strategies can be a powerful proposition.

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GlowTouch

SEPTEMBER 18, 2020

The fun or quirkiness are enabled by a framework in which employees are engaged, have opportunities for career growth, and have ready access to support if needed. Organizational leadership has to live up to its name, reinforcing the norms put in place to govern the office.

Culture 52

Culture Company Government Leadership 52

GlowTouch

MAY 19, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail How Customer Support Leaders Can Manage a Crisis Like COVID-19. As a customer support leader, you were likely anxious and full of questions when the COVID-19 crisis emerged. What kind of message should you send to your customers?

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Management Return on Investment Feedback Communication 52

BirdEye

OCTOBER 31, 2023

Customers today heavily depend on online review sites, public forums, and social media channels when choosing businesses. Managing company reputation is a complex process that requires businesses to stay alert and be aware of everything their customers and competitors say about them, both online and offline.

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Company Management Social Media How To 111

Beyond Philosophy

MAY 12, 2015

Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”. This fact is why dealing with Customers is so difficult. Most organizations make the mistake thinking Customers are rational beings and only make decisions logically.

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System Consumers Connections Customer Experience 60

Magellan Solutions

FEBRUARY 24, 2022

Monash Business School simply defines Lead Generation as the activity of identifying potential customers. Because of the trust-based relationship that already exists, the chances of the customer responding positively to this offer are much higher. Lead generation helps businesses find new customers and get them into the sales funnel.

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Social Media B2B B2C Sales 40

Strativity

DECEMBER 21, 2015

The MS Society also supports research and training programs which cultivates a network of bright young minds and engages them in activities that fine-tune their skills and knowledge in MS research. Having these items in our classroom will increase motivation and engagement. They are loving, kind, and sweet kids!

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