Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Specifically, he explains that rather than abandoning these efforts, he thinks business leaders are using technology to measure these experiences seamlessly. Guess what?

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

Beyond Philosophy

DECEMBER 19, 2017

Time and Effort. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. Do these scores mean that the Customer Experience teams organizations invested in there are ineffective or have they just given people a new title and carried on doing the same stuff? I founded Beyond Philosophy in the UK back in 2002.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. When students are more comfortable with online interactions than in-person ones, bringing higher ed live chat to colleges and universities is the only way to meet students on their terms.

Effort Score 215

Effort Score Wait Times Video Communication 215

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

GlowTouch

FEBRUARY 18, 2022

I am delighted to accept this honor on behalf of the thousands of GlowTouch associates worldwide, because it is their daily efforts that make this type of industry recognition and validation possible,” said Vidya Ravichandran, GlowTouch President and Founder.

Contact Center 52

Contact Center Effort Score Social Media Knowledge Base 52

SuiteCX

FEBRUARY 22, 2017

Then, the definition was any interaction in the process that includes the “paying customer.” There, customer interactions are typically called “touchpoints,” and MOTs are the more significant touchpoints. We know from experience there are often many interactions per customer journey depending on the size of the job-to-be-done.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113

Beyond Philosophy

SEPTEMBER 19, 2019

Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. . I have been consulting on Customer Experience since 2002. Organizations do not concentrate their efforts on areas that create value for the customer. It’s Not All Doom and Gloom . Use Big Data wisely.

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113