ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. Macy’s planned to hire 80,000 seasonal workers, while Target promised roughly 120,000 seasonal jobs. Many of these employees were tasked with challenging customer-facing positions.

Customer Service 268

Customer Service Education Healthcare Customer centricity 268

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Customer behavior is becoming more dynamic. According to the reports, “It is in the hands of the companies to prevent 85% of the customer churn caused due to futile poor service.”.

Advertising 270

Advertising B2B Employee engagement CRM 270

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences.

Customer Service 236

Customer Service Scripts Customer Experience Personalization 236

ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. Who’s right?

Customer Experience 198

Customer Experience Advertising Engineering Sales 198

Beyond Philosophy

APRIL 4, 2019

Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast. We also explained how the two concepts are crucial to creating brand and customer loyalty. Branding makes the promise in the marketplace.

Call Center 326

Call Center Consulting Consulting Benchmark 326

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. Then the internet arrived with its promise of increasing efficiency.

Customer Experience 228

Customer Experience Airlines Chatbots Personalization 228

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken. SMS and Messaging.

Technology 229

Technology Customer Service Management CRM 229

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. To address that, there are limitations to be overcome and diverse approaches to be considered. This works, but only when using the right dataset.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Eptica

AUGUST 4, 2022

Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. But many transformations fail to deliver the benefits they promised. 6 ways of delivering excellent B2B customer service.

Best practices 148

Best practices B2B Management Customer Experience 148

ShepHyken

DECEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. The 6 Top Customer Experience Trends in 2021 by Julien Rio. The pandemic is a watershed moment for digital transformation in customer service by Vala Afshar. Here are my top five picks from last week.

Customer Service 341

Customer Service Entertainment Customer Experience Marketing 341

Beyond Philosophy

NOVEMBER 26, 2014

Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Your experience is how you deliver on that promise. We use a Customer Experience Assessment model called Naive to Natural to assess whether companies focus on Customers primarily.

Advertising 324

Advertising Customer centricity Marketing Customer Experience 324

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 151

Customer Service Gamification Customer retention Customer Experience 151

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. So, you have an experience with some friction and frustration within it.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Beyond Philosophy

FEBRUARY 19, 2019

A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience. However, she noticed the respondents in these conversations were not talking about customers.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

Beyond Philosophy

JANUARY 5, 2015

All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience.

Airlines 310

Airlines Surveys Customer Experience 310

Beyond Philosophy

MARCH 23, 2018

The Tufts researchers think the airlines are cushioning their schedules with extra time to prevent customers from becoming frustrated with flight delays. Airlines are Managing Customer Expectations. In operating our company, Beyond Philosophy, I always go by the old business axiom: “Under-promise and over-deliver.”

Airlines 310

Airlines Management Transportation Consulting 310

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. That would leave one group with a customer-centric mindset and the rest without one. After all, no one can address everything at once.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

MAY 31, 2019

However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We don’t choose between experiences; we choose between the memories of experiences.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. .

Big data 283

Big data Consulting Consulting Customer Experience 283

Beyond Philosophy

NOVEMBER 17, 2015

Consumers for the luxury brand can look forward to a change in their experience. According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”. According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”.

Sales 319

Sales Consulting Consulting Marketing 319

Beyond Philosophy

MARCH 20, 2020

The reason we are is the same reason branding works for your organization to attract customers. People are way more afraid of shark attacks than we should be. However, before we get to that, consider the following statistic. Averaged over the whole period, that’s about six attacks per year, one of which is deadly.*

Marketing 427

Marketing Consulting Consulting Construction 427

360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more! . “Help customers love our company and brand more!” ” says Marcus.

Customer centricity 278

Customer centricity Metrics Consulting Consulting 278

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

SEPTEMBER 4, 2017

I’m ordinarily skeptical of technology as a solution to customer experience problems. I’m ordinarily skeptical of technology as a solution to customer experience problems. A customer’s experience is largely made up of subconscious and emotional factors – what we call the “ Emotional Signature.”

Consulting 396

Consulting Consulting Technology Customer Experience 396

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. I knew these customers would leave my client when the competition had a good enough offer. After all, don’t loyal customers bring you repeat business?

Airlines 221

Airlines Metrics Management Technology 221

ShepHyken

JULY 14, 2017

Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. Shep Hyken. What are Fake Reviews?

Customer Experience 111

Customer Experience Morale Advertising Marketing 111

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Enterprise 112

Enterprise Best practices Feedback Education 112

Beyond Philosophy

SEPTEMBER 13, 2018

could be a Customer Experience fumble for the telecom companies that are touting its arrival, resulting in a loss of emotional engagement, customer loyalty, and revenue. For telecom and device companies launching 5G networks and devices, they could be setting themselves up for a Customer Experience fail.

Wireless 207

Wireless Telecommunications Customer emotions Customer Experience 207

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

NOVEMBER 2, 2023

Professor Simonson’s experiment about choice had one of his two classes pick their snack every week. For example, there is a famous experiment where children are left alone in a room with a marshmallow with the promise that if they don’t eat it, the researcher will return with two marshmallows.

Personalization 221

Personalization Sales 221

Comm100

JANUARY 2, 2024

Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. This allows for more proactive and relevant customer support.

Customer Service 72

Customer Service Chatbots Scripts Personalization 72

Beyond Philosophy

MARCH 29, 2017

Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description. Building on the Forbes concept, I say your brand promise delivered through excellent Customer Experience is what is ubiquitous. Optimization of the mix of channels for the customer and the company.

Technical Support 297

Technical Support Consulting Consulting Customer Experience 297

Beyond Philosophy

AUGUST 2, 2017

But in today’s competitive job market and customer experience landscape, employee satisfaction just isn’t enough. What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. The Difference Between Satisfied Employees and Employee Ambassadors.

Consulting 302

Consulting Consulting Employee engagement Customer Experience 302