article thumbnail

5 Reasons Your KPIs Are Hurting Your Customer Experience

Beyond Philosophy

Despite understanding, many organizations still reward on operationally focused Key Performance Indicators (KPIs) like sales and productivity. Most organizations choose to focus on sales as their KPI. If you have all of your incentives tied to sales and productivity, that’s what will be the focus your team’s efforts.

article thumbnail

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

A spa might have a seating arrangement that brings you closer to the spa products for sale, naturally encouraging the patrons to browse. Even in the Business-to-business environment when getting construction equipment serviced, what is the layout of the site? If you would like to follow Beyond Philosophy click here.

Retail 148
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. The company linked every 4% points improvement of their NPS score to 1% improvement in shipping volume, thus increasing volume by 10%. A B2B Telecom reduced costs by 36% and increased revenues by 7%. . <

article thumbnail

How to Make or Break Your Customer Experience

Beyond Philosophy

You wait because you are “service” call, and all the agents are busy with “sales” calls. Naïve and Transactions companies like to transfer a call, or tell you how important you are while you wait to be answered…sometimes for a long time. Colin is an international author of four best-selling books and an engaging keynote speaker.

article thumbnail

How is Your Business Dealing with the Paradox of Choice?

Beyond Philosophy

Research shows that classical music boosts wine sales the most, but an experiment showed that playing French or German music can have a huge boost on the sales of the wines originating from that country. Wine stores play music to put their customers in a happy and relaxed mood. Now, there are plenty of choices at most wine stores.

CEM 113
article thumbnail

How Biased Are Your Customers?

Beyond Philosophy

I am pleased to be doing a keynote speech at the next Satmetrix Conference in New Orleans in May. Find out more and register here for Unite, the Net Promoter Conference. If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This….

article thumbnail

How Biased Are Your Customers?

Beyond Philosophy

I am pleased to be doing a keynote speech at the next Satmetrix Conference in New Orleans in May. Find out more and register here for Unite, the Net Promoter Conference. If you enjoyed this post, you might be interested in the following blogs: Case Study: Increase Your Sales by 47% By Doing This….