Beyond Philosophy
DECEMBER 30, 2021
Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). People have responded, and it has been rewarding and interactive to solve their business “pickles.”
GlowTouch
SEPTEMBER 22, 2020
But treating each interaction as the most vital of the day dramatically reduces the number of unhappy customers. Founded in 2002, our 1,800 employees deliver for our clients by combining operational excellence with high-touch engagement. Keep Raising the Bar. A 100% CSAT is likely beyond reach; perfection is a tough standard to meet.
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GlowTouch
DECEMBER 10, 2020
Which leads directly to the next consideration: Predictive analytics and machine learning: every interaction between a customer and a service agent contains numerous data points, whether this involves chat transcripts, phone call recordings, the questions or issues that are raised, and so forth. Why does this matter?
GlowTouch
JULY 10, 2020
The reality is that live chat sessions offer many advantages that phone interactions cannot provide. They may feel more comfortable interacting with an agent in real-time conversation when clarity of communication is needed. On the other hand, many consumers prefer to limit the extent of their interaction with company representatives.
GlowTouch
NOVEMBER 6, 2020
Treat every customer interaction as though it’s the first communication with that customer. Founded in 2002, our 1,800 employees deliver for our clients by combining operational excellence with high-touch engagement. Even more, this is the case during the holiday shopping season, when people are rushed and often tense.
GlowTouch
APRIL 28, 2020
More Face-to-Face Interactions. It’s no secret that the vast majority of customers seeking help from a company appreciate it when there’s a “personal touch” to the interaction. Already an estimated 85% of customer interactions can be managed without human assistance. More Advanced Self-Service Options.
GlowTouch
JULY 13, 2020
Customer support issues not resolved on first interaction have a direct correlation to lower customer satisfaction results. Invest in Advanced Support Center Software. Finally, you can eliminate a lot of the friction from agent-customer interactions by investing in innovative CRM software.
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