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

MARCH 8, 2017

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

Customer Experience 124

Customer Experience Engineering Gaming Start-ups 124

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 105

Customer Experience 105

Execs In The Know

MARCH 12, 2025

A keynote speaker at Customer Response Summit (CRS) last week in Clearwater Beach, Florida, Edmond took the stage to discuss change, not just in shifting consumer behaviors or advancing technologies, but the kind that redefines an entire industry.

Hospitality 59

Hospitality Hospitality Innovation Technology 59

Beyond Philosophy

OCTOBER 26, 2016

That’s why, for example, a Saint Petersburg, Florida mall’s tenants include several spa/hair salon type businesses, an H&R Block, two eyeglasses stores, a shoe repair shop, a carpet and flooring store, a dentist and a tattoo parlor. Increasingly, malls include destinations like grocery stores and gyms.

Artificial Intelligence 167

Artificial Intelligence Retail Customer Expectations Customer Experience 167

Beyond Philosophy

MAY 4, 2016

I see plenty of near-naked people on the beach near my home in Florida, and I can tell you that for the vast majority of the population, the less light, the better. There’s no topless sunbathing on my Florida beach – or most anywhere else in the U.S. What a relief. Would a naked dining restaurant take off in the U.S.? It’s hard to say.

Customer Experience 113

Customer Experience Customer Service 113

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

SEPTEMBER 27, 2017

After Hurricane Irma’s recent march through Florida, millions of people lost internet, phone and cell phone service. AT&T, for example, sent this text to its wireless customers in Florida: “…we’d like to help out during this difficult time. Well, they didn’t get much. “I

Start-ups 117

Start-ups Customer Experience 117

Beyond Philosophy

JUNE 11, 2020

Now, this was in Florida…in the middle of July. Florida is not a “dry heat.” When I did, I had to wait outside in the parking lot behind 20 other people. I felt they were honestly trying to give me the worst experience possible on the way out.

Start-ups 161

Start-ups Business Growth Customer Experience CX 161

Fonolo

NOVEMBER 13, 2018

Where: Marco Island, Florida. Where: Fort Lauderdale, Florida. 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. This is one is not to be missed! When: April 7-10, 2019. When: May 13-16, 2019.

Customer Service 108

Customer Service Contact Center Innovation Social Media 108

Beyond Philosophy

OCTOBER 5, 2015

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Colin is an international author of five best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn.

CX 153

CX Net Promoter Score Customer Experience Sales 153

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. In other words, rudeness spreads faster than a shampoo endorsement between friends in the 70s and it can destroy your Customer Experience.

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. 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.

Retail 150

Retail Engineering Start-ups Customer Experience 150

Beyond Philosophy

MARCH 20, 2020

Most data shows around 60 to 85 shark attacks a year, including this graph from the Florida Museum. It’s no good telling people how great you are only to disappoint them with an awful Customer Experience. Of course, one must also consider that record-keeping on shark attacks was probably much more difficult in 1580 than 1980.

Construction 171

Construction Social Media Management Consulting Start-ups 171

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. But taken too far, a robot threatens to destroy the thing that makes a small hotel appealing in the first place. The Robot Experience.

Artificial Intelligence 143

Artificial Intelligence Customer Loyalty Technology Technology 143

Callminer

MARCH 25, 2020

Perhaps lucky to some extent, with our largest office in Southwest Florida, we’ve necessarily had a BCP and tested that plan on several occasions through threats or disruptions from tropical storms such as Hurricane Irma. First, We Had a Business Continuity Plan (BCP) (and acted early).

Finance 182

Finance Start-ups Compliance Contact Center 182

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. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies.

Contact Center 98

Contact Center CX Innovation 98

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. Federal Communications Commission chairman Ajit Pai proposed eliminating net neutrality rules , my first thought was that my customer experience in Florida is about to get even worse. So when I heard that U.S.

Start-ups 103

Start-ups Customer Experience Customer Service 103

Beyond Philosophy

JANUARY 16, 2017

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Colin is an international author of five best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter and @ColinShaw_CX. The post Ensure 2017 Is YOUR Year: 3 critical things to avoid!

Customer Experience 141

Customer Experience 141

Customer Service Life

MAY 31, 2017

Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. In this episode you’ll hear a brief summary of our presentations, and if you stay to the very end, you’ll be treated to an original song that Jenny shared in her session.

Contact Center 90

Contact Center Customer Service Customer Experience 90

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 only planes involved are the ones that soar overhead. It’s not all different, though. Consulting requires strategy. You think about how to catch the fish.

Social Media 101

Social Media Customer Experience CX 101

Beyond Philosophy

JANUARY 2, 2018

Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Featured Image Source : < [link] > The post Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer appeared first on.

CX 111

CX Customer Service Customer Experience 111

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?” We believe that companies are always trying to get something out of you, so we have our defenses up.

Start-ups 156

Start-ups Customer Experience CX Customer Service 156

Shep Hyken

DECEMBER 1, 2021

Brian Kealy, the CEO of Baptist Health South, a healthcare system in Southern Florida, believed that if you have the right culture and treat your employees in such a way that they would never want to find another job, they will treat customers (patients and their families) the same way.? Make them feel needed, known, and appreciated. .

Healthcare 112

Healthcare Customer Service 112

Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Colin is an international author of four best-selling books and an engaging keynote speaker & also recognized as one of the original top 150 Business Influencers by LinkedIn.

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

Beyond Philosophy

JULY 16, 2019

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Fail to fix it, and you could be sitting on a public bench in Sarasota, Florida wondering where you are going to sleep now. Halfway along the seat, there are armrests. I would encourage you to examine how you present your options.

CX 126

CX Customer Experience 126

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.” . “There are tens of thousands of call centers around the world involving millions of jobs. ” – Thomas Dichter, Call Centers Return To The U.S.

Contact Center 207

Contact Center Finance AI Innovation 207

Beyond Philosophy

MAY 10, 2017

But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. Can I be loyal to American, United and Delta?

Data Mining 137

Data Mining Customer Loyalty Retail Education 137

Beyond Philosophy

NOVEMBER 28, 2016

Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. The post For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value? appeared first on.

Customer Experience 145

Customer Experience Customer Loyalty Customer Satisfaction Sales 145

Beyond Philosophy

MAY 10, 2016

TD created a microsite to collect and display ‘Make Today Matter’ stories, and they posted local community program achievements, as varied as trail restoration to puppy adoption, in market locales such as Southern Florida and Philadelphia. In July, TD Bank released a YouTube video ( [link] ) which got 4 million views in just 5 days.

Social Media 74

Social Media B2C Retail Customer Acquisition 74

Beyond Philosophy

APRIL 26, 2017

million people visited Universal Studios Florida in 2015, and 20.5 It costs a family of four over $1200 to spend three days at Universal’s three parks, and that’s just the admission price. There’s no rational justification for many families to pay this kind of money for a long weekend, and yet 9.6

Technology 113

Technology Technology CX Touchpoint 113

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

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. It all seemed to be over very quickly! The eclipse is a good example of the way our experiences are influenced by our memories.

CX 112

CX Customer Loyalty Customer Experience 112

Beyond Philosophy

JULY 12, 2019

You see, I live in Sarasota, Florida. 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. It all started with a new public bench. and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests.

Customer Loyalty 96

Customer Loyalty CX Customer Experience 96

Beyond Philosophy

DECEMBER 5, 2016

One of my favorite models for doing this is Baptist Health Care, based in Pensacola, Florida. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. The post How Can Wells Fargo Recover From Massive Stakeholder Insensitivity? appeared first on.

Non-Profits 98

Non-Profits Social Media Healthcare Customer Experience 98

Fonolo

APRIL 20, 2021

Serving Jacksonville, Atlanta, Miami, Tampa, and other cities in Florida and the southeastern USA, absent answer provides receptionist staff who are available for 24/7 support, and allows you to transfer incoming calls to different numbers when your phone lines get too tied up. Read our quintessential list of them below. Absent Answer.

Legal 148

Legal Finance Healthcare Customer Service 148

Beyond Philosophy

SEPTEMBER 13, 2016

Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. The post 4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work appeared first on.

Social Media 136

Social Media B2C B2B Touchpoint 136