Beyond Philosophy

DECEMBER 26, 2017

In a recent Forbes article by Christine Comaford , she reported on the results of a 2017 Temkin Group CX Management Survey of 180 organizations with $500 million in annual revenues. Though only 8% of respondents felt their employer delivered the best CX in their business sector, 55% set this as a goal within the next three years.

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

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. Now, to be fair, this is an area that at least my cable company in Florida has improved. They fail to make an excellent first impression.

Customer Acquisition 174

Customer Acquisition Start-ups Transportation Sports 174

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. What The Solar Eclipse & CX Have in Common appeared first on. It all seemed to be over very quickly! The post Exposed!

CX 112

CX Customer Loyalty Customer Experience 112

Shep Hyken

SEPTEMBER 13, 2021

Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience. That’s exactly what a Florida butcher shop did when they took their business that’s open during traditional hours and found a way to take care of their customers 24/7. In another one of my books, I cover six “Convenience Principles.”

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Beyond Philosophy

MARCH 8, 2017

However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Telecoms are bad at CX around the globe! In Florida, we are having problems with our service, so I called customer care. Are telecoms rotten at CX? If so, do they service England or Florida?

Customer Experience 124

Customer Experience Engineering Start-ups Gaming 124

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. So any change in CX must include and address the Customer centricity of the organization.

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

Execs In The Know

MARCH 14, 2022

Why is customer experience (CX) a critical piece of digital transformation? Where should you start when it comes to digital CX transformation? Even though where to start your digital CX transformation depends on your organization’s specific requirements, there are some key areas our customers have seen success with.

CX Transformation 122

CX Transformation CX Contact Center Start-ups 122

Beyond Philosophy

JUNE 25, 2021

Florida and Alabama have passed laws making vaccine passports illegal. I am having a roof replaced on my house in Florida, and we have to wait three months to get started because the contractor doesn’t have the stuff. In Florida, elective surgeries, like knee replacements and the equivalent, are booking three months out or more.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Beyond Philosophy

JULY 31, 2019

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. In another instance, a Florida community that wanted to discourage homeless people from sleeping on park benches placed a divider midway down each bench.

Customer Experience 122

Customer Experience Artificial Intelligence CX Sales 122

Beyond Philosophy

AUGUST 8, 2016

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. The post 5 Things You Can’t Forget about CX During the Vacation Season appeared first on. Follow Colin Shaw on Twitter and Periscope @ColinShaw_CX.

CX 105

CX Entertainment Customer Experience 105

Steven Van Belleghem

MAY 29, 2022

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. What if there was one company that offers a similar pricing package for energy (most of them do anyway) but has a fantastic reputation in CX?

CX 120

CX Non-Profits Social Media Pharmaceutical 120

Beyond Philosophy

NOVEMBER 12, 2015

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. The post You Readers Are So Pathetic appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Follow Colin Shaw on Twitter & Periscope @ColinShaw_CX.

CX 147

CX Customer Experience 147

Beyond Philosophy

JUNE 12, 2017

And when we’re at our home in Florida, my wife Lorraine complains about the dreadful heat. How Complaining Hurts Your CX – And What to Do About It. When we’re in the UK, I complain about the chilly, dreary weather. Our complaining is all in good fun – we actually enjoy both locales. Complaining can also affect your business.

Engineering 150

Engineering Start-ups Retail Customer Experience 150

Beyond Philosophy

JUNE 5, 2017

At the West Wing Boutique Hotel in Tampa, Florida, a three foot tall, podium-sized robot named Wes roams the halls, bringing guests things they’ve requested and surprising them with free snacks and drinks. New Technology Dramatically Helps CX. The Robot Experience. Is a “Human Free” Experience the Future?

Artificial Intelligence 143

Artificial Intelligence Customer Loyalty Technology Technology 143

Beyond Philosophy

JUNE 11, 2020

Now, this was in Florida…in the middle of July. Florida is not a “dry heat.” The post How to Manage Customer Wait Time: The Best Tips From Great Companies appeared first on CX Consulting. When I did, I had to wait outside in the parking lot behind 20 other people. ” Psychcentral.com. 8 July 2018.

Start-ups 161

Start-ups Business Growth Customer Experience CX 161

Customer Bliss

SEPTEMBER 7, 2017

JetBlue: Ahead of Irma, JetBlue has capped flights out of Florida at $99. Mattress Mack is obviously a small business (only two locations), but even without enterprise-level resources, they did the right thing both (a) for society and (b) in the interest of potential customers of the neighborhood.

Government 173

Government CX 173

Fonolo

NOVEMBER 13, 2018

Where: Marco Island, Florida. Where: Fort Lauderdale, Florida. It’s the place where customer care, CX, and CS leaders come together to network and learn. This is one is not to be missed! When: April 7-10, 2019. Follow this event on Twitter here. Smart Customer Service 2019. The opportunities for learning are endless!

Customer Service 108

Customer Service Contact Center Innovation Engineering 108

Execs In The Know

MARCH 14, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas , COPC VP , in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. The Ultimate Guide for CX Practitioners. Key drivers affecting labor markets. The Big Gig.

Contact Center 98

Contact Center CX Innovation 98

Beyond Philosophy

SEPTEMBER 3, 2020

When a door-to-door salesman you don’t know and haven’t done business with before comes to the house asking to trim the Palm trees, as happened recently at my Florida home, you think, “hmmm…what is he up to?” The post 5 New Rules Guaranteed to Build Trust appeared first on CX Consulting.

Start-ups 156

Start-ups Customer Experience CX Customer Service 156

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

FEBRUARY 8, 2016

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. The post There’s a Reason Why It’s Called Fishing, Not Catching appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Social Media 101

Social Media Customer Experience CX 101

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. A few months ago, I bought an uninterruptible power supply because our home in Florida gets blackouts because of lightning and all that type of stuff. I know bugger-all about uninterruptible power supplies.

CX 99

CX Government Start-ups Customer Experience 99

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. It all started with a new public bench. and recently, there have been some interesting changes to the public benches.

Customer Loyalty 96

Customer Loyalty CX Customer Experience 96

Execs In The Know

APRIL 8, 2022

How Fanatics Activated Its CX Data Superpowers. By approaching CX with a fan’s passion, Carolyne and team are turning data insights into heroic moments — all in the spirit of a mission to serve. CX Transformation Secret Revealed: The Hero Is Your Customer! Presented By: Carolyne Truelove, Head of Global Fan Experience, Fanatics.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

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. Key CX Performance Benchmarks: Using Data to Transform Agent Action into Operational ROI.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Beyond Philosophy

JANUARY 3, 2017

The First Step in Setting up a CX Initiative. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. The post For Employees to Deliver CX Excellence, Ancient Greeks Had Words For It: Chronos and Kairos appeared first on.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Intercom

FEBRUARY 3, 2022

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. There is a real estate agent in Florida, his name’s Joe Manuasa, and he’s an interesting realtor because he only represents sellers. Manuasa does the exact opposite.

Real Estate 107

Real Estate CX Social Media Start-ups 107

Beyond Philosophy

MAY 10, 2017

But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? Register now for Beyond Philosophy’s Secrets of a Successful CX Training Program with 10% discount promo code LASTCHANCE. Can I be loyal to American, United and Delta? To Starbucks and the coffee shop down the street?

Data Mining 137

Data Mining Customer Loyalty Retail Education 137

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

Execs In The Know

NOVEMBER 30, 2021

It’s great for a CX program to have the support of the C-suite, but it’s even better when CX has its very own seat at the table. The Chief Customer Officer (CCO) role isn’t exactly new, but it has never been more essential in cultivating CX excellence. Dan Allen, Union Bank. Deana Perrin, Blue Shield of California. Learn More.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

CX 68

CX Innovation Customer Experience Customer Service 68

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” In the realm of business communication, CX is not just a buzzword. It’s the cornerstone of progress.

Omnichannel 52

Omnichannel CX Sentiment Analysis Contact Center 52

Steven Van Belleghem

OCTOBER 5, 2022

Trust is free but highly valuable to deliver the best CX. If I tell you that CX should never be “one-size-fits-all” you’ll probably first think about highly expensive AI personalization or something of the kind. One of my favorite “CX in times of Covid stories” comes from Delhaize. 3. Make exceptions for those who need it.

CX 104

CX Customer Satisfaction AI Customer Experience 104

Execs In The Know

MARCH 22, 2022

If you are a CX leader looking to learn, share, and engage with your industry peers, CRS events are nothing short of a can’t miss opportunity. Be sure to check out CRS Clearwater’s agenda page for a complete look at who is coming to Clearwater, Florida from March 28–March 30, 2022.

CX 45

CX Customer Experience 45

Beyond Philosophy

APRIL 23, 2020

Where I live in Florida, I belong to the Freedom Boat Club, which is a subscription service for boats. The post The Emotional Trigger That Influences Your Customers’ Minds appeared first on CX Consulting. We measure these losses in the way they make us feel—and will often do things as customers to avoid these bad feelings.

Retail 179

Retail Business Growth Sales CX 179

Beyond Philosophy

JANUARY 24, 2018

If companies are truly serious about optimizing CX, then more attention and resources must be devoted to EX. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Employee fit, utility, and productivity are important, but not enough. appeared first on.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

Fonolo

MARCH 12, 2019

So, how has TJ’s turned CX into its competitive advantage? On a recent trip to Florida, my girlfriend could not understand how I could be excited by the prospect of visiting a grocery store. As the importance of CX becomes clearer to brands, retailers have started to focus on providing customers with a seamless, enjoyable experience.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86