ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The customer experience you provide will set you apart from the competition. With the rise of eCommerce, customers have more choices than ever before.

Advertising 198

Advertising Surveys Feedback Sales 198

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 195

Telecommunications Engineering Education Management 195

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Unfortunately, customers do not differentiate between the two parts.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

SEPTEMBER 8, 2022

Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. It is surprising how often this gets skipped and bad results arrive from cutting it. Patterson and her team spoke with the customer service teams, customers, and sales teams.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

Steve DiGioia

NOVEMBER 11, 2019

Great service is comprised of many parts and each must be present to create the experience every customer desires. Training for the needed service skills is an essential foundational aspect of great service in any industry. Most businesses follow service standards and guidelines that are specific to their industry.

Best practices 231

Best practices Management Customer Service 231

Beyond Philosophy

DECEMBER 6, 2018

I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. Measuring your results is vital to your success in Customer Experience.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer. Be fast, stupid.

Consulting 383

Consulting Consulting Call Center Metrics 383

CCNG

JULY 10, 2020

And right now that’s been really helpful as there’s plenty of bad news and hard decisions in our lives. In these conversations there are common threads that run through their stories and an obvious consensus around three major areas of impact. I’ve always been a glass-half-full guy. Inspires us. Motivates us.

CCNG 195

CCNG Contact Center Customer Care Customer Service 195

Beyond Philosophy

JANUARY 18, 2016

Ever blown it with a Customer? Here are 8 big mistakes with Customer Experience that we hope brands learned from: “It’s not the pants, it’s your body type” excuse from Lululemon. Michael O’Leary CEO of Ryanair said that customers complaining about the boarding pass fee should “pay 60 Euros for being so stupid”? We all have.

Airlines 274

Airlines Entertainment Banking Consulting 274

Beyond Philosophy

MARCH 16, 2016

All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. Customer Think published a great article on the topic of selling your CEO and the other members of the C-Suite. They even quoted some WISE Customer Experience experts on the topic).

Consulting 281

Consulting Consulting Sales Customer Experience 281

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Mandy is right.

Airlines 365

Airlines Calibration Self service Consulting 365

CX Accelerator

MAY 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? What roles would they play?

Contact Center 160

Contact Center Customer advocacy Morale Education 160

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Also, treating customers well is good for employees. Those that try something else fail. .

Airlines 273

Airlines Metrics Accountability SaaS 273

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Customer Service 207

Customer Service Airlines Feedback B2B 207

Beyond Philosophy

MARCH 3, 2015

Follow the stories here and write your own (please include the hashtag #BestAdvice in the body of your post). It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago. I asked her, challenging her on her bad attitude. Let me give you an example. Don’t care?”

Advertising 365

Advertising Customer centricity Marketing Customer Experience 365

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How much authority will the Customer Experience function be granted?".

Consulting 208

Consulting Consulting Finance Customer Experience 208

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. But when you’re fighting product fires , helping customers, and managing a team, you can’t afford to waste time on unhelpful books. We tell stories. Similarly, hearing stories acts as a kind of mental flight simulator, preparing us to respond more quickly and effectively.”

Management 98

Management Call Center Metrics Entertainment 98

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” They communicate well. They are easy to use.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

SmartAction

FEBRUARY 22, 2024

The jump from traditional “press zero” to cutting-edge AI solutions presents both a thrilling opportunity and a daunting challenge in the customer service world. This vision is at the heart of SmartAction’s mission, where we’re not just about technology; we’re about transforming customer experiences.

Chatbots 88

Chatbots Airlines Self service Technology 88

Aspect

FEBRUARY 27, 2018

But even if a large majority of your online customer reviews give a glowing representation of your customer service capabilities, it only takes one bad apple to spoil the bunch. Just how much can one bad review sidetrack a long run of success? You can’t make all people happy all of the time.

Contact Center 128

Contact Center Contact center software Chatbots contact center solutions 128

Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The Experience Economy: Competing for Customer Time, Attention, and Money. Joseph Pine and James H.

Consulting 370

Consulting Consulting Education Entertainment 370

Beyond Philosophy

MAY 31, 2019

We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. That is why helping your customers have a wonderful memory of your experience is essential. If you don’t, you may be managing the wrong metrics in your Customer Experience. How Memory Works.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience. Moreover, these tales set unrealistic expectations.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. Customer-centricity can be embedded in many places in a company’s strategy.

Customer centricity 208

Customer centricity Education Government Personalization 208

Beyond Philosophy

MARCH 10, 2020

Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. Something in the environment caused us to act like a bad driver momentarily.

Consulting 448

Consulting Consulting Call Center Personalization 448

Beyond Philosophy

JULY 26, 2018

My colleague Professor Ryan Hamilton of Emory University discussed Reference Points in our recent podcast and how they are fundamental to the idea of customer expectations. Your Customers Have Expectations, Too. The way we evaluate everything is comparing it to something else, including Customer Experiences.

Real estate 330

Real estate Morale Customer Experience Consulting 330

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Using these technologies in Customer Experience analysis and design is inevitable.

Airlines 354

Airlines Banking Technology Customer emotions 354

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. I hold nothing back.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Beyond Philosophy

JANUARY 11, 2017

With these services at my fingertips, I’ve discovered that I seldom need to rent a car when I travel. For example, I’ve written about reports that Payless Car Rental imposes draconian refueling policies and charges customers for insurance that they declined. Rental Car Horror Stories. Ryan Hamilton of Emory University.

Journey mapping 305

Journey mapping Consulting Consulting Customer Experience 305

ShepHyken

NOVEMBER 7, 2016

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. Keeping loyal customers is the “holy grail” of business. by Graham Jones.

Customer advocacy 310

Customer advocacy Customer Service Marketing Management 310

Toister Performance Solutions

SEPTEMBER 17, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Customers are notoriously bad at describing their needs. Often, customers just don't know what they want.

Advertising 127

Advertising Feedback Surveys Customer Service 127

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. Customer-centricity can be embedded in many places in a company’s strategy.

Customer centricity 182

Customer centricity Education Government Personalization 182

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service.

Journey mapping 301

Journey mapping Customer Service Contact Center Airlines 301

Beyond Philosophy

NOVEMBER 3, 2015

I told Neil what I thought about the organization both good and bad. He moved me from Marketing to Customer Service, which was quite a surprise for people. This position, incidentally, set me on the path to Customer Experience. I’d love to hear your stories in the comments below. He didn’t suffer fools gladly.

Banking 386

Banking Employee engagement Consulting Consulting 386

Beyond Philosophy

DECEMBER 16, 2021

I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event. Dajani is based in Dubai and is responsible for Digital and Customer Experience Transformation for MEA, Turkey, India, and Oceania. . I have also had a few bad moments in the car buying experience.

Sales 195

Sales Consulting Consulting Customer Experience 195

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. Customer Service Acronyms You Need to Know.

Customer Service 341

Customer Service Personalization Sales Technical Support 341