Beyond Philosophy

NOVEMBER 29, 0002

But I think what we’re offering with Bunyadi, and what I think will be challenging about it, is that it’s an experience of a sort of ultimate freedom.”. That, in fact, is why Lyall is this week in Paris: ABQ is opening there in May, and after the Paris run, the faux-meth-lab will do pop-up duty in New York. Yes, the owls were real.

Customer Experience 284

Customer Experience Consulting Consulting Analytics 284

ShepHyken

APRIL 25, 2022

I have added my comment about each article and would like to hear what you think too. They also expect a faster, more intimate interaction and the option for automation technology, according to a press release on the findings. MarTech Series) Good news: Customer service doesn’t have to be a battle of customer vs. company.

Customer Service 161

Customer Service B2B Surveys Best practices 161

ShepHyken

APRIL 19, 2017

So, with all the negative press surrounding United Airlines, I thought that sharing some good news about another airline might be a breath of fresh air. This great story starts with some bad news that was out of the airline’s control. It’s not uncommon for flights to be overbooked, delayed and cancelled.

Airlines 218

Airlines Brand ambassadors Government Customer Service 218

Beyond Philosophy

OCTOBER 18, 2019

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service.

Airlines 225

Airlines Consulting Consulting Benchmark 225

ShepHyken

MAY 16, 2022

I have added my comment about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Each week I read many customer service and customer experience articles from various resources. by Jonathan Byrnes and John Wass.

Customer Service 161

Customer Service Airlines Metrics Journey mapping 161

Call Design

MAY 12, 2021

Today, Aspect Software will merge with Noble Systems of Atlanta Georgia, to form Alvaria , (pronounced: ahl-vahr-ee-uh ), a new global company delivering optimised customer experience and workforce engagement software and cloud services technology solutions. News of this merger was met with enthusiasm from key Industry Analysts.

Transportation 151

Transportation Healthcare Enterprise Technology 151

Peter Lavers

JUNE 18, 2018

It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. The report got me thinking about the intention/reality gap of insight-driven marketing, and sparked a blog, which can be read at: . Press Release: [link]. Infographic: [link].

Marketing 100

Marketing Analytics Customer Experience Customer centricity 100

Totango

NOVEMBER 10, 2023

The good news is that customer success leaders and teams are uniquely positioned to be the driving force in these growth efforts. When there’s cross-functional accountability, there’s a connection at each dynamic touchpoint that might be changing or be pressed in a new direction. It’s prescriptive. …

Journey mapping 97

Journey mapping Construction B2B Education 97

Myra Golden Media

MARCH 24, 2020

Customers, like you and me, are pressed, anxious, and running low on patience. Here are the Four things I’m telling my clients About Giving Bad News right now. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times.

Management 191

Management Customer Experience 191

TechSee

AUGUST 14, 2023

A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry. Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. Employee – mission disconnect. They had greater employee engagement and more loyal customers.

Airlines 204

Airlines Morale Benchmark Marketing 204

Myra Golden Media

APRIL 8, 2019

Nobody said my new management job would be easy. The person I’d beat out for the position had been with the company 26 years, and in one hiring decision, this woman, who wanted my job, become my direct report. She’d been with the company since before I was in kindergarten. And now I was her boss. And it was not. Easy, that is.

Morale 229

Morale Call Center Education Management 229

Taylor Reach Group

MAY 14, 2020

How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? 102-103, New York: Gallup Press). Gallup defines engaged employees as those who are involved in, enthusiastic about and committed to their work and workplace. The great news in these numbers?

Employee engagement 171

Employee engagement Consulting Consulting Coaching 171

Beyond Philosophy

MAY 11, 2016

Hearing that the leaders in your organization, or that a company that you buy from, don’t pay their fair proportion of taxes is not popular news. Brands need to ask themselves hard questions about tax avoidance. are holding about $1.4 are holding about $1.4 Sure, it isn’t illegal, but is it ethical? they don’t owe U.S.

Consulting 275

Consulting Consulting Healthcare Customer emotions 275

Beyond Philosophy

JULY 24, 2017

I sat in an uncomfortable chair for most of the afternoon while this fellow disappeared time and again, emerging each time with a new lower price written on a sheet of paper. I hoped then this would be an easy transaction and my shiny new car would be waiting for me! But the salesman cornered me into a negotiation anyway.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

Win the Customer

SEPTEMBER 15, 2020

Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Customers want to be notified on any issues that are impending, meaning that they would rather hear the bad news ahead in time and plan for it, rather than be there for the stressful aftermath.

Call Center 157

Call Center Customer Experience Brand ambassadors Interactive Voice Response 157

Beyond Philosophy

MAY 5, 2016

If there is anything the past year has taught us, it’s that car makers will do just about anything to sell cars. After news of the Volkswagen fuel efficiency broke, Fiat Chrysler was fined millions by not addressing safety defects in their and not disclosing these defects to consumers. liter diesel cars sold in the U.S.

Consulting 262

Consulting Consulting Customer Experience Sales 262

AWS Machine Learning

JUNE 28, 2022

Today, we are pleased to announce four new additions: Pedro speaking US Spanish, Daniel speaking German, Liam speaking Canadian French, and Arthur speaking British English. However, what is unique about these four voices is that they are all based on the same voice persona.

Interactive Voice Response 67

Interactive Voice Response Engineering Education Contact Center 67

Call Design

MAY 12, 2021

Today, Alvaria Software will merge with Noble Systems of Atlanta Georgia, to form Alvaria , (pronounced: ahl-vahr-ee-uh ), a new global company delivering optimised customer experience and workforce engagement software and cloud services technology solutions. News of this merger was met with enthusiasm from key Industry Analysts.

Transportation 78

Transportation Healthcare Enterprise Technology 78

Fonolo

OCTOBER 4, 2017

Here’s a run-down of recent significant news: August 7: Agreement Reached with the Debt Holders. This was closely followed by the news that a judge was appointed as the mediator for the case. Most of the process happened out of the public view, but in the last month, three announcements have revealed the status. The Tick Tock.

Marketing 173

Marketing Call Center APIs Benchmark 173

ChurnZero

MARCH 10, 2022

Stay on top of industry trends and news. Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Engage and learn from industry experts and influencers.

Best practices 98

Best practices SaaS B2B Consulting 98

CSM Magazine

SEPTEMBER 12, 2022

People are still wary about sitting in a crowded restaurant and often don’t want to pay the high prices there, either. Then try to get the local media involved by putting out a press release. Mobile businesses are all the rage these days especially since we just had a global pandemic. One of the best to open is a food truck.

Marketing 52

Marketing 52

CSM Magazine

MARCH 13, 2023

However, with all eyes focused on Microsoft and Google’s next moves, Salesforce has stridden forward with some exciting news of its own following the launch of Einstein GPT earlier this week. According to Salesforce, Einstein GPT brings AI capability together with the CRM to make every employee more productive and every CX better.

CRM 52

CRM Technology Consulting Consulting 52

Aspect

JANUARY 14, 2019

It was an automated call asking me to “press one” to confirm or “press two” to cancel or reschedule. I pressed two to cancel. On the day of the appointment, about 15 minutes after I should have been there, I received a voicemail from the doctor’s office. Recently, I had an appointment scheduled. Excellent!

Self service 67

Self service Healthcare Personalization Interactive Voice Response 67

JustCall

DECEMBER 1, 2022

Such reminders could be about pending payments, renewals, or contracts. News and Announcements. Voice broadcasting is also effective in delivering news to customers. Such information could be related to shifts in company policy, new products, or sales. Voice broadcasting is part of Interactive Voice Response technology.

Interactive Voice Response 52

Interactive Voice Response Marketing Call Logging Education 52

Pipkins

APRIL 28, 2022

About 80 tests have been performed since testing began last month, with 52 of those completed in April. We don’t have any big news other than it will be a couple of week before it can be completed and submitted for testing. Pressing Delete on your selection will allow you to snip the time out of the schedule. Development.

Engineering 52

Engineering Personalization 52

delighted

AUGUST 4, 2023

You may feel like the bearer of bad news or like customers are always mad at you personally. What nice graphs and visualizations can we create with this newfound data? However, as your program continues, regularly reviewing and digesting negative feedback can start to feel draining and defeating. Why are you surveying, really?

Feedback 78

Feedback Management Surveys Personalization 78

Fonolo

NOVEMBER 21, 2017

When the news of an acquisition breaks, we focus on it for a few days — think about what was motivating the buyer and seller — and then move on. The river of news never stops, after all. It was clear that InIn’s new cloud platform “PureCloud” drove Genesys to the table. We covered that topic here and here.)

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

Education Services Group

JULY 26, 2022

CSMs should think about what makes a situation memorable for them. Customers find their way into companies through various channels at different times. Their experience with your company and distinct use of products and services will always be unique. Instead, I recommend meeting customers as they are, instead of how we would like them to be.

Coaching 52

Coaching Finance Feedback Sales 52

JivoChat

AUGUST 24, 2022

Check out the article to know more about it, and how you can request to get verified. . Have you ever wondered how to get verified on Instagram? The badge on the profile that proves your account is authentic, is a valuable asset when it comes to digital creators, brands, and public personalities. . What Is Instagram Verification?

Accountability 75

Accountability Personalization Marketing 75

Beyond Philosophy

JUNE 17, 2015

It can often get quick results, in the form of brand visibility and site visits; but the downsides are that it requires knowledge about what partner sites will work best and it can also quickly become cost-prohibitive. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Advertising 240

Advertising Engineering Analytics Marketing 240

Balto

SEPTEMBER 29, 2022

Press #1 for English. Press #2 for Spanish. However, those “press #2” interactions also open the door to a massive growth opportunity with the Spanish-speaking market. Census Bureau projects that about a third of the country will be Hispanic by 2060. That’s not the end of the story, though, as the U.S.

Contact Center 52

Contact Center Bilingual agents First call resolution Call flow 52

CSM Magazine

NOVEMBER 8, 2021

The good news is that it’s almost equally a good bet that a few simple changes are all you need to make amends. Those who are pressed for time might want to rely on a special template in the future so that they don’t run into this kind of difficulty. About the Author. You can find me on LinkedIn.

Customer Service 97

Customer Service Consulting Consulting Marketing 97

Connecting the Dots

JULY 13, 2020

We have had some incredible stories written about it, which we wanted to share. The WSJ highlighted one of the good news findings in this year’s Customer Rage Study: 32% of customers were satisfied, up from 21% in 2017. See what U Wisconsin has to say about Scott here. Wall Street Journal. Arizona State University.

Customer Care 62

Customer Care Consulting Consulting Surveys 62

SharpenCX

APRIL 22, 2021

The bad news: there will always be angry customers. The good news: you can coach agents to effectively handle these situations and calm customers down. Train agents to press pause and practice mindfulness. Turns out, 75% of customers believe it takes too long to reach a live agent. Angry customers interrupt agents.

Scripts 128

Scripts Coaching Call Center Accountability 128

Help Scout

JULY 13, 2021

Amazon refuses to refund an outrageous delivery charge In the case of the $7,000 toilet paper , Amazon relied on being technically correct (in that a third-party seller had levied the enormous delivery charge) to avoid any responsibility until their hand was forced by bad press. Bad news for Inspector Gadget.

Customer Service 136

Customer Service Scripts Chatbots Airlines 136

Spearline

SEPTEMBER 27, 2022

If you’ve ever had to ‘say or press one for English’ then you already have experience with IVR. Chances are callers are already frustrated with some issue and a less than optimal IVR system is going to make matters worse. That’s the bad news. What is it and how do you test it? Hellooo and welcome to Moviefone!

Interactive Voice Response 52

Interactive Voice Response Abandon rate Wait times Enterprise 52