Beyond Philosophy

APRIL 26, 2017

Eliminating lines is a huge step forward for theme parks’ customer experience. But even so, waiting in line has remained very much a part of the theme park experience. million people visited Universal Studios Florida in 2015, and 20.5 The reason for this is simple: customers are not rational! Outrageous!

Technology 113

Technology Technology CX Touchpoint 113

Beyond Philosophy

MAY 31, 2019

When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. How Memory Works.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Beyond Philosophy

JULY 16, 2019

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. What You Must Know about Choice Architecture in Your CX. Halfway along the seat, there are armrests.

CX 126

CX Customer Experience 126

Steven Van Belleghem

DECEMBER 1, 2021

Traditionally, marketers like to make sure that customers can easily find the products and services they are looking for. But the good news is that CX experts can really work with that knowledge to create more satisfying, enjoyable and serendipitous experiences through positive and unexpected chance encounters.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

Beyond Philosophy

JANUARY 2, 2018

This is a story equally about individual employee ambassadorial behavior on behalf of the employer and the customer and the cultural DNA of Southwest Airlines. Both are essential ingredients for a sustainable, positively differentiated recipe of top-shelf EX and CX.

CX 111

CX Customer Service Customer Experience 111

Shep Hyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

Beyond Philosophy

AUGUST 28, 2017

I watched the recent solar eclipse from my home in Sarasota, USA, standing in the blistering Florida heat as the moon’s shadow gradually ate away at a little circle of light projected through a pinhole. The eclipse is a good example of the way our experiences are influenced by our memories. Lessons for Customer Experience.

CX 112

CX Customer Loyalty Customer Experience 112

Beyond Philosophy

MAY 7, 2020

Let me tell you what happened to me when I decided that I was going to change cable companies in Florida. When I took it there, they kept me waiting in the hot Florida sun. The signal that the interaction sent was that the cable provider is not interested in having anything but a transactional relationship with customers.

Customer Acquisition 174

Customer Acquisition Start-ups Transportation Sports 174

Execs In The Know

MARCH 14, 2022

These main areas include technology integrations, operational efficiencies, workforce optimizations and customer experience. Let’s talk more about the front-and-center transformation that the majority of people are exposed to, the customer experience side. Where should you start when it comes to digital CX transformation?

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

Beyond Philosophy

AUGUST 8, 2016

If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? With all this demand (and who can argue that customers can be demanding?), it is easy to forget the importance of creating an excellent Customer Experience.

CX 105

CX Entertainment Customer Experience 105

Beyond Philosophy

JUNE 12, 2017

And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. We witness it all the time in our customer experience consultancy. We see complainers among front-facing employees when we use customer mirrors to analyze the experience from the customer’s viewpoint.

Engineering 150

Engineering Start-ups Retail Customer Experience 150

Fonolo

MARCH 12, 2019

TJ’s has also picked up some notable awards for customer experience, most recently ranking first among multichannel retailers in Forrester Research’s 2018 U.S. Customer Experience Index. So, how has TJ’s turned CX into its competitive advantage? They Don’t Ignore the Importance of Employee Experience.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

Beyond Philosophy

NOVEMBER 12, 2015

In other words, rudeness spreads faster than a shampoo endorsement between friends in the 70s and it can destroy your Customer Experience. The study by researchers at the University of Florida showed that during a negotiation exercise when one of the participants was rude, it offended their partner. Even when they aren’t.

CX 147

CX Customer Experience 147

Beyond Philosophy

JUNE 5, 2017

It’s not the best customer experience, but if you travel often, you learn to live with it. They’re hoping to make the experience better for both guests and employees. The Robot Experience. Is a “Human Free” Experience the Future? New Technology Dramatically Helps CX. So you wait.

Artificial Intelligence 143

Artificial Intelligence Customer Loyalty Technology Technology 143

Execs In The Know

MARCH 14, 2022

Getting the attention of any customer is hard enough, but getting deep engagement with your product is the lifeblood of any product or customer experience team. Yet, surprisingly few product and CX teams actually have this ability today. This doesn’t just mean graphs of aggregates and averages.

Customer Experience 105

Customer Experience CX Engineering Finance 105

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. 8 July 2018.

Start-ups 161

Start-ups Business Growth Customer Experience CX 161

Beyond Philosophy

SEPTEMBER 3, 2020

A friend of mine who is very knowledgeable about Customer Experience said this to me, and I thought, “Bloody Hell! ” The only way to build trust with customers is to do things in a particular way, meaning a strategy with deliberate actions that build credibility and facilitate trust. He’s right!”

Start-ups 156

Start-ups Customer Experience CX Customer Service 156

Fonolo

NOVEMBER 13, 2018

On the agenda for 2019 are the following topics: Analytics and AI; agents and automation; efficiency and effectiveness; multi-channel and omni-channel; and customer and digital experiences. Where: Marco Island, Florida. Smart Customer Service 2019. Where: Fort Lauderdale, Florida. Customer Contact Week (CCW).

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

Steven Van Belleghem

MAY 29, 2022

It’s about rebalancing the – currently out of whack – loyalty system where customers can get more value and more engagement than ever. Research by the University of Sydney, University of Florida, and Rutgers University uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. What is customer commitment?

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Beyond Philosophy

FEBRUARY 8, 2016

I have a global consultancy company on Customer Experience. I watch them go by whilst I rock in a boat on the gentle waves of the aquamarine waters below, breathing in the smell of salt and air under the warmth of the Florida sun. In this respect, fishing is much like consulting an organization on Customer Experience.

Social Media 101

Social Media Customer Experience CX 101

Beyond Philosophy

MAY 10, 2017

But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? Customer loyalty is a bit different. This distinction is often overlooked by companies that think their loyalty card is creating loyal customers. If you enjoyed this article, you might also like: Surprisingly Easy: The Path to Customer Loyalty.

Data Mining 137

Data Mining Customer Loyalty Retail Education 137

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. If you consider Customers transactions, guess what?

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. If you consider Customers transactions, guess what?

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Intercom

FEBRUARY 3, 2022

Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. He’s also (and perhaps a bit more relevant to our podcast) a marketing and CX expert, author, and keynote speaker with almost three decades of experience. Jay is many things. What does it mean to you?

Real Estate 107

Real Estate CX Social Media Start-ups 107

Execs In The Know

APRIL 8, 2022

Todd’s keynote kickoff told a compelling story about the value of investing in technologies like self-service solutions and better agent tools, while always maintaining a focus on the customer experience. Implement and experiment with tools and solutions that can simultaneously automate and improve the customer experience.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

Execs In The Know

MAY 2, 2022

And all this at a time when leaders are already struggling to build effective CX programs that drive loyalty. A recent Gartner report found that more than 70% of CX leaders struggle to design projects that increase customer loyalty and results. If you’re ready to level up your CX for economic volatility, we’re here to help.

CX 97

CX VOC Customer Journey Map Contact Center 97

Beyond Philosophy

JULY 12, 2019

We also discuss the different variables that you need to consider in the way you present your choices to customers as part of your CX Strategy. You see, I live in Sarasota, Florida. Obviously, this situation is different than how you would use Choice Architecture in your Customer Experience.

Customer Loyalty 96

Customer Loyalty CX Customer Experience 96

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Customer loyalty has to be earned, now more than ever, making your CX a prime differentiator. An investment in the employee experience is an investment in the customer experience.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Can technology create customer delight?

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Individual ownership of performance, especially around customer experience and value delivery. – The First Step in Setting up a CX Initiative.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Beyond Philosophy

JANUARY 15, 2021

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. Register here.

CX 99

CX Government Start-ups Customer Experience 99

Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Alvin Stokes, SVP of CX @CWC_tweets Click To Tweet. Alvin is based in Florida with his wife and five kids. Don’t be afraid to push through with change.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Lack of taking action based on CX metrics (57%). Poor communication of CX metrics (41%).

Customer Experience 60

Customer Experience CX Customer Loyalty 60