Steve DiGioia

AUGUST 6, 2020

If an employee has a better idea of how to do things, and management is NOT open to the viewpoint of their staff, then it is very hard to get the best performance out of your employees and yes, the complaints will come. The average employee needs just a few things to make them want to come to work each day and perform at their best.

Benchmark 241

Benchmark Management 241

ShepHyken

MAY 18, 2021

You need to understand their perspective, viewpoints, and how it affects their interaction with the world.” It is about serving people according to their needs.” ” “You don’t need to agree with your customers to show empathy. ” “Robots cannot do customer service the way humans can.

Customer emotions 235

Customer emotions Customer Service Sales Personalization 235

CCNG

MARCH 8, 2023

Lastly, non-leading questions can also be used to better understand the employee’s viewpoint without influencing their response - for example: “How would you state that differently?” “Can An empathetic approach should be taken to better understand the agent's viewpoint and show them that their feelings are valid.

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

JULY 12, 2020

A common viewpoint is that the WAH model is superior because it increases productivity, improves customer satisfaction, reduces employee turnover, and provides dramatic cost savings. Are you confused by the mixed messages you are getting about the sustainability of a WAH model?

CCNG 195

CCNG Benchmark Contact Center Employee engagement 195

Creative Virtual

FEBRUARY 15, 2023

Titled Virtual Viewpoint , I use this column to share my thoughts on a variety of technology related topics as well as my recent experiences. My latest Virtual Viewpoint was about grocery shopping at the local Canary Wharf Waitrose, something I’ve done regularly – and without much fanfare – since the store opened over 20 years ago.

Virtual Agent 59

Virtual Agent Chatbots Consulting Consulting 59

ShepHyken

MAY 29, 2019

The concept of starting over is also an optimistic viewpoint that tomorrow will be a better day, especially if today was a bad day. That’s another way of saying it; that tomorrow is another day. And, of course, the sun will rise. These are words I live my life by, and I encourage you to do the same.

Customer Service 279

Customer Service Personalization 279

Nicereply

FEBRUARY 2, 2024

The question is loaded because it contains an inherent assumption and leads the respondent toward a negative viewpoint. It guides the respondent towards a predetermined negative viewpoint, disregarding other potential perspectives. Loaded question: “Don’t you agree that the new policy is a disaster?”

Surveys 69

Surveys Feedback Education Best practices 69

Beyond Philosophy

DECEMBER 7, 2023

To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint. Just click here to learn more and submit. He had a lot of interesting insights in terms of the interface between AI and human employees.

Customer Experience 222

Customer Experience Chatbots Customer centricity Education 222

ShepHyken

JULY 12, 2021

This is an excellent article about customer experience with plenty of research to support the author’s viewpoint. I would have included it at the top of this week’s list, but it was published several weeks ago. But I had to share it anyway. 10 of the Best Customer Experience Podcasts by Nick Glimsdahl.

Customer Service 312

Customer Service Entertainment Coaching Self service 312

Steve DiGioia

APRIL 5, 2021

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it. They just want to live their lives in peace and will no longer accept subpar work or attitudes.

Customer Service 246

Customer Service Personalization 246

Working Solutions

SEPTEMBER 24, 2020

In a recent CEOWorld Magazine viewpoint, chief executive Kim Houlne turns decades of experience into practical business lessons for leaders to deal with these trouble times.

Personalization 98

Personalization outsourcing Call Center 98

Beyond Philosophy

MARCH 30, 2023

There are various reasons for wanting diversity, and one of them is to have the kind of leadership that is open to multiple viewpoints. (Sadly, one member of the duo later died in a hotel room in Frankfurt, Germany, at age 32, the victim of a suspected alcohol and prescription drug overdose.) Rule #5: Overlooking diversity and inclusion.

Feedback 195

Feedback Marketing Consulting Consulting 195

Win the Customer

APRIL 18, 2023

By incorporating a variety of viewpoints, businesses can gain a more comprehensive understanding of the customer experience landscape. This can lead to a tendency to overlook or downplay dissenting opinions or alternative viewpoints.

Journey mapping 52

Journey mapping Customer Experience Customer centricity Construction 52

ShepHyken

FEBRUARY 24, 2020

Forbes) Working as chief marketing officer of an AI-based business and marketing solutions company, I have a unique viewpoint of the marketing industry and the evolutions taking place, which has led me to make the following predictions for the year ahead. This works for virtually any business.

Customer Service 263

Customer Service Benchmark Marketing Customer Experience 263

Beyond Philosophy

MAY 8, 2017

Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint. Think of Doritos with its over-the-top, ridiculous situations that very tangentially involve the triangular chip.

Customer Experience 353

Customer Experience Advertising Customer emotions Consulting 353

Beyond Philosophy

JUNE 12, 2017

We see complainers among front-facing employees when we use customer mirrors to analyze the experience from the customer’s viewpoint. We witness it all the time in our customer experience consultancy. In management, we’ve seen how a complainer can prevent a company from following through with a customer experience initiative.

Morale 377

Morale Consulting Consulting Engineering 377

JivoChat

MAY 3, 2023

Thinking about the reader’s perspective Factor in the reader’s viewpoint when writing your essay. Ultimately, you’ll examine your principles and write a narrative showcasing your distinctive viewpoints. You have an opportunity to craft an engaging story by identifying the key themes of the paper title.

Personalization 75

Personalization 75

ShepHyken

DECEMBER 29, 2017

Of course, excellent customer service doesn’t just happen; it requires training and it requires the position and viewpoint of customer service policy to be well-defined. This is the major advantage that brick-and-mortar stores have over their online counterparts, in that the customer will come face-to-face with someone who can assist.

Customer Service 223

Customer Service Customer centricity Service level Marketing 223

Peter Lavers

FEBRUARY 6, 2018

Please get in touch if you would like to discuss with me if you think I could assist your company with independent and impartial viewpoints that help you tell your story. Influencer Marketing is increasingly becoming an important aspect of the marketing mix, particularly in B2B.

Customer Experience 100

Customer Experience B2B Analytics Feedback 100

Peter Lavers

FEBRUARY 6, 2018

Please get in touch with us if you would like to discuss with Peter if you think he could assist your company with independent and impartial viewpoints that help you tell your story. Influencer Marketing is increasingly becoming an important aspect of the marketing mix, particularly in B2B.

Customer Experience 113

Customer Experience Customer centricity CRM B2B 113

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . by Will Milano.

Sales 124

Sales B2B Engineering Consulting 124

Working Solutions

NOVEMBER 16, 2020

That’s the point made by chief executive Kim Houlne of Working Solutions in her Retail Touchpoints viewpoint, “Rethinking Retail Customer Service for […]. Rather, given the circumstances, exceptional service requires blending physical capabilities with virtual resources for optimal outcomes in a hybrid model.

Customer Service 52

Customer Service outsourcing Call Center 52

Contact Center Pipeline

OCTOBER 27, 2015

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer’s viewpoint. But how do you measure a customer experience that spans multiple touchpoints? Keep in mind that customer surveys are not the only way to measure customer experience.

Surveys 100

Surveys Customer Experience Metrics Contact Center 100

Working Solutions

OCTOBER 13, 2020

Kim Houlne, chief executive of contact center leader Working Solutions, acknowledges this ongoing disease-and-digital dilemma in her viewpoint, “The Key to E-Commerce Success: Blending Artificial Intelligence with Intelligent (Human) Agents,” posted on destinationCRM. As evidence, Houlne points […].

Contact Center 52

Contact Center Customer Service outsourcing Call Center 52

VirtualPBX

FEBRUARY 10, 2022

From a marketing viewpoint, they were able to stand out from their competition as a limousine transportation service throughout San Francisco and the surrounding California area. The VirtualPBX Softphone SMS helped complete business calls and text on their smartphones while keeping their personal and business communications separate.

Real estate 98

Real estate Transportation Customer retention Sales 98

Beyond Philosophy

FEBRUARY 8, 2017

Meeting attendees will be forced to consider the customer’s viewpoint, and team members who play the role of advocate will learn to think like a customer. Instead of an empty chair, designate someone to be the customer’s advocate at meetings, providing an honest assessment of how any proposed action will affect customers.

Management 309

Management Consulting Consulting Finance 309

Beyond Philosophy

OCTOBER 9, 2015

It is important to consider this information from a Behavioral Economics viewpoint. So yes, the data might show a pattern, but it doesn’t show the emotional state that created the pattern. In other words, it shows what they did, but not why they did it.

Big data 410

Big data Consulting Consulting Morale 410

ClearAction

MARCH 27, 2021

To innovate superior value: Listen and observe: Customer experience outcome research , which involves ethnography to observe customers in their natural surroundings, reveals a more accurate and realistic viewpoint of the CX value quotient. A companion metric is ease of work, which tracks value from the employee viewpoint.

Customer Experience 77

Customer Experience Metrics Benchmark Advertising 77

Beyond Philosophy

JUNE 6, 2016

Strictly from a customer experience viewpoint, I think tipping works best when it is not expected, but is an option to reward truly exceptional service. This would uncover the feelings that may be influencing riders as they decide whether and how much to tip. Of course, tipping raises all sorts of political and economic issues.

Consulting 278

Consulting Consulting Customer Experience Sales 278

Balto

MARCH 6, 2023

I know you study how to handle opposing viewpoints in conversations. A: There are some differences between sales calls and opposing viewpoints in general, but trust is always an important factor in these conversations. Q: That's fascinating. Do you think sales calls can be an example of that, two people with different agendas?

Scripts 52

Scripts Sales Contact Center Customer Service 52

Beyond Philosophy

FEBRUARY 28, 2017

One of your virtues as a new employee is your ability to offer a fresh viewpoint. , but avoid stepping into the fray for as long as possible. 6. Don’t say YES when you don’t really mean it. Don’t waste it by automatically agreeing with everything.

Construction 328

Construction Feedback Consulting Consulting 328

Beyond Philosophy

JULY 29, 2021

A lot of Customer Experience design, marketing, and leadership depends upon understanding this crucial viewpoint. If you don’t understand customers’ mindsets, it will be hard for you to know how to get them to do what you want. Rule #5: Iterate. One of the principles baked into behavioral science is that you should test.

Construction 222

Construction Advertising Consulting Consulting 222

Beyond Philosophy

JANUARY 19, 2020

Therefore, by definition, you get a different viewpoint after you undertake it for your organization. . We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective.

Consulting 392

Consulting Consulting Customer Experience Management 392

Beyond Philosophy

JULY 13, 2016

Then, one must look at each of these smaller parts in the customer journey from a rational, emotional, subconscious, and psychological viewpoint. By breaking it down into smaller parts.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Taylor Reach Group

JULY 17, 2017

In the time spent by much greater minds pondering this question from a broader viewpoint, machine learning continues to make its way into all facets of the customer experience. So, how do we as a society ensure that a disposition toward fair and equal treatment is standard issue in the AI ecosystem?

Customer Experience 251

Customer Experience Telemarketing Entertainment Contact Center 251

Creative Virtual

MAY 27, 2021

Every month Creative Virtual’s Founder & CEO writes his Virtual Viewpoint column for Wharf Life , a local newspaper available in the area around the company’s headquarters in London. In his latest Virtual Viewpoint column , Chris shares his recent experience attending a string quartet recital.

Chatbots 59

Chatbots Virtual Agent Self service Technology 59