Beyond Philosophy

MAY 2, 2020

I have two different providers, one in the UK and one in Florida, and they both provide poor experiences. In many ways, I see cable companies as the perfect example of what not to do with your Customer Experience. That’s right, providers is plural.

CX 142

CX Customer Experience 142

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

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

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. In a world of increasingly orchestrated customer experiences, I believe that brands that understand how to stimulate serendipity will set themselves apart. Love your frustrated customers.

Customer Experience 130

Customer Experience Customer Loyalty Gaming Start-ups 130

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. A first step is to fully understand the experience from the customer’s point of view. Discount retailers are partly to blame, but the real culprit is the internet.

Artificial Intelligence 167

Artificial Intelligence Retail Customer Expectations Customer Experience 167

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. There is a lack of understanding (or concern) about the implications of a poor Customer Experience. ” It is part of a broader celebration of Customer Experience Day.

CX 153

CX Net Promoter Score Customer Experience Sales 153

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. They Don’t Ignore the Importance of Employee Experience. 6 Must-Read Customer Experience Trends in 2019.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

Beyond Philosophy

SEPTEMBER 27, 2017

After Hurricane Irma’s recent march through Florida, millions of people lost internet, phone and cell phone service. I wish they would tell us what was going on,” complained one AT&T UVerse customer. Share your experiences in the comments box below. Why are Telecoms So Bad at Customer Experience? Outrageous!

Start-ups 117

Start-ups Customer Experience 117

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? A mending kit to repair a button in time for your dinner meeting. So you wait.

Artificial Intelligence 143

Artificial Intelligence Customer Loyalty Technology Technology 143

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.

Start-ups 161

Start-ups Business Growth Customer Experience CX 161

Beyond Philosophy

MARCH 20, 2020

Making Your Brand Available to Customers. If we want to tie this to Customer Experience, people make judgments about future interactions with companies based on what they’ve heard, seen, and experienced in the past. We choose based upon our anticipations of what the experience will be.

Construction 171

Construction Social Media Management Consulting Start-ups 171

The DiJulius Group

MARCH 24, 2021

Customer Service Feature Story There is a More Dangerous Pandemic Happening with No Vaccine I was recently in Florida enjoying a few days of vacation and warm weather. 5 Quick Tips to Help you Make Price Irrelevant 1. One of the many things I have always loved about being at a vacation place is how. Read Full Article.

Customer Service 107

Customer Service Customer Experience 107

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

The DiJulius Group

SEPTEMBER 16, 2020

Feature Article How to Make an Inspiring New Employee Orientation Class By John DiJulius, Chief Revolution Officer Early on in my career I had the pleasure of attending the Disney University in Orlando, Florida, where I took Disney’s Approach to People Management course. Where better to learn how to create a world-class culture.

Customer Experience 103

Customer Experience 103

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. This is one is not to be missed!

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

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

Beyond Philosophy

JANUARY 16, 2017

Help make 2017 a great year for your customers too. Train with Beyond Philosophy to learn how to deliver an excellent customer experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. appeared first on.

Customer Experience 141

Customer Experience 141

Beyond Philosophy

DECEMBER 4, 2017

I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory , with missed appointments, lousy modems and just a general “we don’t care about you” mentality. Learn from my experience of working in Telecoms and Customer Experience.

Start-ups 103

Start-ups Customer Experience Customer Service 103

Steven Van Belleghem

NOVEMBER 10, 2020

So far, Walmart launched clinics in Arkansas, Texas, and Georgia and it is currently planning to open six additional locations around Atlanta and new Florida locations soon. I hope that they inspire you to look around and think about how you can solve “the whole problem” for your customers too.

Healthcare 98

Healthcare Customer Experience Education Manufacturing 98

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

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Customer Experience 145

Customer Experience Customer Loyalty Customer Satisfaction Sales 145

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. Equipped with the right data and the right tools, product and CX teams have the opportunity to fully understand the customer experience.

Customer Experience 105

Customer Experience CX Engineering Finance 105

Callminer

DECEMBER 17, 2019

In states like Florida, Arizona and Texas call centers are big employers; Texas alone has over 600 call centers with 250,000 employees.” “Experiences that would make customers take their business elsewhere include unfriendly service (60%) and employees’ lack of knowledge (46%).” “[…]a U.S.

Contact Center 207

Contact Center Finance AI Customer Service 207

Beyond Philosophy

JANUARY 2, 2018

Michael Lowenstein provides strategic consulting, research design and in-depth, leading-edge analysis that helps clients deliver outstanding business results through deeper customer experience, communication, relationship, employee and brand equity insights.

CX 111

CX Customer Service Customer Experience 111

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. The Secret to Rewarding Customer Loyalty. Revolutionary Thinking On Customer Loyalty.

Data Mining 137

Data Mining Customer Loyalty Retail Education 137

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

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. It is time for value-unique.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

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. During a Customer Mirror, we look for subconscious signals that your current Customer Experience sends.

CX 126

CX Customer Experience 126

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

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!

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

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

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. The symptom is a poor experience; the cause is their lack of Customer centricity.

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. The symptom is a poor experience; the cause is their lack of Customer centricity.

Net Promoter Score 60

Net Promoter Score Customer Experience Customer-Centric Organization CX 60

Beyond Philosophy

MAY 29, 2017

A class action lawsuit in Florida asserts that Ford, Honda, Nissan and Toyota all knew for years the airbags were defective but used them anyway to save on costs. To read more about how heuristics affect our behavior as customers, read my latest book The Intuitive Customer: 7 imperatives for moving your Customer Experience to the Next Level.

Legal 133

Legal Customer Experience 133