Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. In this episode, we discuss Medelyan’s video and how the AI winds are steering us into uncharted waters, with the market research ship set for a profound voyage.

Consulting 195

Consulting Consulting Education Marketing 195

Beyond Philosophy

JULY 16, 2022

If you do, could vote for us in the People’s Choice Podcast Award? Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Tell us about it here. Thanks very much. How can we help?

Consulting 394

Consulting Consulting Surveys Customer Experience 394

Beyond Philosophy

FEBRUARY 8, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Being conscious about using positive rather than negative words is a free and simple way to improve the customer experience. It’s simple enough, yes? I feel what you are feeling.

Scripts 195

Scripts Consulting Consulting Personalization 195

CX Accelerator

JANUARY 14, 2024

These incredible folks have been investing in CX professionals for many years and are the perfect team to guide us into the future. Learn more about our board and join using the link below. link] We strongly believe that there is something special about Customer Experience work and the people who do it.

Customer Experience 182

Customer Experience 182

Beyond Philosophy

JULY 14, 2022

Today we will talk about how to be funny and use humor to your advantage. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive. I’ve coached team members to let their humor come out in business. .” To this day, I am still proud of that report card.

Coaching 413

Coaching Consulting Consulting Personalization 413

ShepHyken

JANUARY 5, 2022

This is a letter emailed to one of the customers: Hello Veronica, This is Rachel, and my pup Harper, with the Happy Team here at BARK. While our mission is to serve dogs and make them happy, you and your family and friends’ wellbeing is equally as important to us. Please let us know if there is anything else we can do for you!

Personalization 434

Personalization Customer Experience Customer Service Sales 434

Beyond Philosophy

DECEMBER 31, 2022

I had taken over a call center team at the time. The rabbits’ behavior resembled my team’s. The team were much more comfortable hanging out in these constraints than finding a way to do more for customers. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help?

Consulting 221

Consulting Consulting Call Center Customer centricity 221

Beyond Philosophy

DECEMBER 7, 2023

I love the phrase, “None of us are as clever as all of us.” Remember the Last Time We Got Excited About a New Technology? When you think about it, most journeys now could start with an app. However, I would caution us to be realistic about what AI will do.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

Beyond Philosophy

MARCH 14, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. I wondered who made the plan in the first place since none of us wanted to go. Other reasons we find ourselves in this situation aren’t about being polite, particularly at work.

Personalization 195

Personalization Management 195

ShepHyken

JANUARY 3, 2024

They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. It’s not just about delivery. Prior to the pandemic, convenience was an option.

Customer Service 231

Customer Service Customer retention Customer Experience 231

Beyond Philosophy

FEBRUARY 29, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. It’s a big splurge for us, and we look forward to it. We draw on that sum willy-nilly as we need to feel better about certain purchases. Listen to the podcast: I am excited.

Accountability 195

Accountability Finance Banking Management 195

Beyond Philosophy

SEPTEMBER 1, 2022

So, today we are going to talk about intuition. Many of us want a quick answer we can trust from somebody who would know. Let’s talk about what our intuition is. We talk about intuition as in our gut or sometimes in our hearts. Many organizations think they know everything about their customers.

Analytics 370

Analytics Consulting Consulting Personalization 370

ShepHyken

JUNE 16, 2021

You could feel that customer service was at the heart of what they were about. I’ve been to resorts where the name badges included where the team members were from. But on this trip, the name badges didn’t state where the team members were from. Case in point, our server was so excited to tell us about his family.

Customer centricity 347

Customer centricity Customer Service Customer Experience 347

ShepHyken

APRIL 11, 2023

I observed all of the people who brought us our meals. The employees recognized that customer service is a team sport. Talk about a lack of team spirit! Another example of this lack of team spirit is something I once saw at an airport. Was it this server’s job to simply take our orders and let others do the work?

Customer Service 336

Customer Service Employee engagement 336

ShepHyken

FEBRUARY 2, 2022

I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. That’s what this follow-up is about. The gentleman opening my door greeted me and then asked, “While you’re having dinner this evening, would you like us to wash your car?” .

Feedback 313

Feedback Customer Service Personalization Customer Experience 313

Totango

APRIL 9, 2024

This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time. Here’s a snapshot of their other “hot takes” from their discussion and some key takeaways.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

ShepHyken

MAY 19, 2021

Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations. As mentioned, for us it’s customer service. How do you end it?

Customer Service 346

Customer Service Coaching 346

The Northridge Group

APRIL 22, 2024

AI Will Fix the Employee Experience for Frontline Customer Service Reps You’re a CSR, and there’s so much you love about your job. You’re glad to be a member of a team that puts customers’ needs first. You’re ambitious and plan to advance to your next role: team lead, supervisor, manager, and beyond. Reply better! Improve CSAT!

Technology 76

Technology Coaching outsourcing Customer centricity 76

Steve DiGioia

MARCH 20, 2023

Read 3 Reasons Why Successful Teams Earn Your Trust. Now she’s starting to annoy me… I was having a conversation with a few of my old hotel friends and we were discussing some of the silly things that have happened to us over the years. My team knows that. I had a great team and was sure we’d do a fine job. Was I wrong?

Sales 182

Sales Management Customer Service 182

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. We get about 60 calls a day, on average these take about 7.5

Technology 207

Technology Customer Service Customer Support Contact Center 207

24-7 InTouch

APRIL 17, 2024

“We are excited for what the future holds for us as we continue to grow and empower our teams to think beyond conventional boundaries while delivering outstanding results for our global client partners.” Learn more about the Stevie Awards at [link]. To learn more about us, visit intouchcx.com.

Contact Center 105

Contact Center Technology Sales Management 105

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. Learn more about specific partnerships and integrations in our recent announcement. We use Totango as a customer success solution to keep track of our customer’s journey from sign-up to advocacy.

Enterprise 112

Enterprise Best practices Feedback Education 112

IdeasUnlimited

MARCH 6, 2024

This service is not just about addressing customer queries; it’s about embodying the voice and ethos of your brand, ensuring that each interaction adds value to your customer’s experience. Our dedication to quality, innovation, and client satisfaction makes us the ideal partner for your business.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep. The best managers are passionate about what they do.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

TechSee

MARCH 7, 2023

Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team. Luana Matchett, Product Owner, Vodafone – A 20-year veteran of Vodafone, Luana is the Manager of the Knowledge management team at Vodafone UK.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Toister Performance Solutions

APRIL 11, 2024

It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Estimated time needed: 1 hour per week Group activities: 30 minutes per week Individual learning: 30 minutes per week Preparation Get ready for the training by preparing yourself and your team. Consider sharing it in a team meeting.

Customer Service 105

Customer Service Feedback Customer emotions Management 105

24-7 InTouch

FEBRUARY 13, 2024

Mexico is truly special with a talented bilingual workforce that is also geographically close to our US-based client partners,” said Mike Henderson, Global Chief Operating Officer at IntouchCX. About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and technology solutions.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Momentum Telecom

JANUARY 9, 2024

The addition of Horizon enhances Momentum’s modern workplace portfolio of services enabling global businesses to thrive, by providing a robust customer migration process for enterprise voice, Microsoft Teams, SD-WAN and managed network solutions. High performing teams do more, achieve more, and win more.

Management 116

Management Customer centricity Enterprise Service level 116

The Northridge Group

APRIL 15, 2024

In Part 2 of this series, let us look at how implementing AI in your business processes can be a true benefit to your people and a cost reduction in overhead when done properly. It means your supervisors must be talking to their team regularly. Contact us today.

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

Customer Contact Central Submitted Articles

OCTOBER 10, 2022

We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them. We invest in ever-greater organizational flexibility, adaptability, and create nimble, forward-thinking leadership teams.

Customer Care 130

Customer Care 130

Customer Service Life

NOVEMBER 10, 2022

A customer contacts us with an apparent product issue. Upon realizing the wide impact, the question that inevitably arises is: How did it take the customer support team so long to discover this issue? An analyst reviews trends using speech or text analytics software discovering many support tickets about the same issue.

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

Bill Quiseng

JANUARY 3, 2022

We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion. We APPRECIATE our team’s role, responsibilities, and actions, and their suggestions and recommendations.

Customer Care 200

Customer Care Customer Service Personalization Employee engagement 200

Customer Service Life

DECEMBER 4, 2023

A customer called us out on YouTube Several months ago I received a message from a member of our marketing team alerting me to a comment we had received on one of our YouTube videos. I realize there may be varying opinions about this practice, but for a small business, it’s never trivial to add another support channel.

Contact Center 100

Contact Center Self service Personalization Accountability 100

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Think about it.

Upselling 83

Upselling Contact Center Engineering Banking 83

Totango

FEBRUARY 23, 2024

Having a well-designed plan for those first few months can help to establish clear priorities, align your team, and make meaningful progress toward strategic goals. Among her first initiatives, she combined two separate marketing teams into one cohesive unit. It’s so easy for us leaders to focus on our team.

Marketing 97

Marketing Enterprise Sales 97