Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Airlines 248

Airlines Accountability Banking Telecommunications 248

Steve DiGioia

MARCH 3, 2022

When a customer comes into your business complaining about your competition, don’t get dragged into a finger-pointing festival. Be modest and appreciative that this customer has decided to now do business with you. RELATED POST: One Word That Will Improve The Customer Experience. Have a Reason to Smile. TipsOnThursday.

Customer Experience 223

Customer Experience Customer Service 223

Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. There is a process, and today we will look at when and how you should sack a customer. . Robert, who works in software development, has a pickle from time to time with annoying customers. Robert, who works in software development, has a pickle from time to time with annoying customers.

Accountability 195

Accountability Consulting Consulting Sales 195

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

Beyond Philosophy

AUGUST 7, 2017

Disney has fired the latest salvo in the theme park Customer Experience wars, announcing a Star Wars themed resort where guests will become part of the world of Jedi, droids and the Galactic Empire. This new resort promises to offer a different sort of customer experience to Star Wars fans who can afford it.

Consulting 0

Consulting Consulting Customer Experience Technology 0

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Beyond Philosophy

NOVEMBER 12, 2015

In other words, rudeness spreads faster than a shampoo endorsement between friends in the 70s and it can destroy your Customer Experience. At the risk of stating the obvious, being polite to Customers in a Customer Experience is critical. There are many instances where rudeness can occur in a Customer interaction.

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

Beyond Philosophy

APRIL 28, 2022

However, their customers keep complaining. The main point of that podcast was that a critical part of customer strategy and competitive differentiation is to determine how you are different from the pack and communicate that to your customers. Also, customers should recognize that value.

B2B 221

B2B Consulting Consulting Engineering 221

Beyond Philosophy

AUGUST 10, 2023

But when they do customer survey data, the customers don’t think they are. The internal perception is shipping is going great, but the customers’ perception isn’t. For my part, it’s the customers’ perspective. Damien is “In A Pickle.” The problem here is perception.

Surveys 195

Surveys Education Sales Personalization 195

Nicereply

MARCH 24, 2022

If you’ve just been fired from your job in Customer Support, don’t take time off. In this article, we’ll help you increase your chances to get a job as a Customer Support Specialist , even if you’ve been recently fired. The New Challenges In Customer Support. Understand Why You Were Fired In The First Place.

Customer Support 97

Customer Support Technical Support Upselling Marketing 97

Steve DiGioia

APRIL 5, 2021

If you follow my blog, like me, you have a passion for customer service and enjoy finding new and exciting ways to WOW your customer. If we come across a coworker who responds negatively to a customer’s need, we should call them out on it. They’re tired of dealing with years of B.S. But that’s where the problem lies.

Customer Service 246

Customer Service Personalization 246

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

APRIL 20, 2023

Out of the Frying Pan Into the Fire In my 20s, I sold photocopiers, but I didn’t like it. So, in my hasty decision to switch industries, I learned the meaning of the saying, “Out of the frying pan into the fire.” I have made many mistakes in my life, I’ll admit. However, mistakes are not all bad. Spend time there.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

Beyond Philosophy

DECEMBER 11, 2017

When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire? Through our research, we have found that these positive feelings don’t just encourage customers to spend more on the spot – they leave good memories of the brand and the shopping experience that also promote long-term loyalty.

Consulting 378

Consulting Consulting Sales Customer Experience 378

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Customers are the same way. 38 seconds.

Management 359

Management Consulting Consulting Benchmark 359

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. So, after destroying the trust their customers felt toward their bank, what should they do now?

Banking 352

Banking Accountability Consulting Consulting 352

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. Wells Fargo fired over 5,300 employees involved in the fraudulent activity. Enter the Cleaning Crew.

Banking 0

Banking Consulting Consulting Sales 0

Nicereply

DECEMBER 2, 2021

Are you able to describe the ultimate Customer Experience? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. It’s obvious that your house on fire requires a faster response than your toaster breaking. So it should be crystal clear how to implement the best customer experience!

Benchmark 98

Benchmark Metrics industry solution Sales 98

Nextiva

DECEMBER 20, 2018

If a disaster such as a fire, flood or communication breakdown were to occur, many businesses would lose profits, damage their reputation or even be forced to close. The post How to Create a Business Continuity Plan appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

voip 123

voip Sales Marketing Customer Experience 123

Beyond Philosophy

MAY 16, 2016

I am no different; I thought when I started the world’s first Customer Experience consultancy it would make me happy! O’Hagan was fired from her job in the 90s at the music chain Virgin Megastores. She admits that she contributed quite a bit to the negativity as well and that she should have been fired for it. But it isn’t true.

Consulting 0

Consulting Consulting Sales Personalization 0

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look. I can remember it well.

Government 266

Government Contact Center Personalization Customer Service 266

Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust.

Banking 416

Banking Construction Accountability Sales 416

Beyond Philosophy

AUGUST 18, 2022

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Of course, many teachers are, too.

Personalization 367

Personalization Consulting Consulting Management 367

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. I had to fire a person whose default was “Yes!” Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. Does your boss want you to call in at the beginning of the day? Strive to be positive and open to new ideas.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. However, in our research, we never find price or features are the most important things.

Consulting 379

Consulting Consulting Education Benchmark 379

teleopti

DECEMBER 7, 2018

Had to fire a Sales advisor? It leaves you understaffed and often unable to meet your customer’s demands. Employee retention has been one of the biggest Contact Centre challenges for a long time, and yet, Contact Centre annual attrition rates rarely fall below 50%. We know what you are thinking – 50% seems high!

Gamification 48

Gamification Service level Banking Sales 48

Beyond Philosophy

FEBRUARY 28, 2017

Tillerson’s remark led me to think about new employees generally, and my experiences over the years, both as an employee and as as the CEO of our customer experience consultancy, Beyond Philosophy. If this job is so bad, maybe they should fire you and give it to someone else. Hi, I’m the new guy.”. 4. Keep a positive attitude.

Construction 327

Construction Feedback Consulting Consulting 327

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. lose it and fight with the customer…”.

Management 273

Management Customer Experience Customer Service Coaching 273

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. I wrote about Key Performance Indicators (KPI) and their role in the Customer Experience. I wrote about Key Performance Indicators (KPI) and their role in the Customer Experience.

Sales 398

Sales Customer centricity Customer Experience Accountability 398

Toister Performance Solutions

AUGUST 12, 2021

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.com and affiliated sites. "We A Customer Service Tip of the Week subscriber sent me that message. We have totally lost control." Remain silent.

Customer Service 87

Customer Service Advertising outsourcing Contact Center 87

The Center for Client Retention

NOVEMBER 1, 2017

I don’t mean a small kitchen fire, I mean there was an enormous “BOOM,” and then flames everywhere. ” I just need to put some water on the fire.” Have you ever accidentally blown up a customer experience? Customer experience explosions can happen in less public ways as well. .

Telecommunications 127

Telecommunications Airlines Finance Enterprise 127

Nextiva

FEBRUARY 21, 2019

Natural disasters like fires, floods and hurricanes happen across the country on a frighteningly regular basis. The post Disaster Preparedness Plan for Business — The CIO’s Action Strategy appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

voip 84

voip Sales Marketing Customer Experience 84

Beyond Philosophy

DECEMBER 17, 2018

have come under fire recently over their lousy customer service. Both are monopolies, and a monopoly is almost always bad news for the customer. The Institute of Customer Service also recently released its annual UK Customer Satisfaction Index, and not surprisingly, water utilities earned low scores.

Government 308

Government Customer centricity Customer Experience Customer Service 308

Nicereply

APRIL 15, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Support Leaders are constantly pulled in multiple directions, always at-the-ready to put out a fire, and pivoting to new projects regularly. Google Podcasts. Leadership is difficult. In Conversation with Lance Conzell, Business Operations Manager at Postmates.

Morale 59

Morale Management Customer Experience 59

Beyond Philosophy

SEPTEMBER 21, 2016

Uber, for example, avoids discrimination by keeping things anonymous, but it has come under fire for its labor practices and tipping policies. In our customer experience consultancy, we’ve found that this kind of approach is important if you want to create lasting change in an organization’s customer experience.

Consulting 419

Consulting Consulting Customer centricity Engineering 419

Beyond Philosophy

AUGUST 26, 2021

Customer Experience is having challenges. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” There’s a difference between what customers say and what they do.

Finance 195

Finance Engineering Best practices Call Center 195