ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. So how can these principles be applied across the board as the rule instead of the exception?

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Scripts Employee engagement Customer Service Customer Experience 230

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. EQ Realm #1: Know your emotions.

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Management Personalization Call Center Customer Experience 195

Beyond Philosophy

SEPTEMBER 2, 2019

When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. Customer loyalty is more than automatic or indifferent behavior. We discussed the two secrets to Customer Loyalty in a recent podcast.

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Banking Accountability Customer Experience Consulting 352

Beyond Philosophy

FEBRUARY 24, 2022

One of the most valuable things I have learned in my career is how to work with senior executives. We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. Without it, you are not keeping up your end of the bargain. .

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Consulting Consulting Customer emotions Construction 221

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. MYTH – Great customer service starts with understanding the customer is always right. Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case.

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Customer Service Airlines Government Consulting 0

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.”

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Personalization Marketing Consulting Consulting 358

Beyond Philosophy

SEPTEMBER 4, 2017

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.” Lorraine and I usually spend the ride home bemoaning the abysmal customer experience.

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Consulting Consulting Technology Customer Experience 396

Beyond Philosophy

JULY 11, 2019

It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . One of the things this example shows is that as a restaurant owner, it doesn’t matter how good your restaurant is.

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Consulting Consulting Benchmark Advertising 297

Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones. I couldn’t agree more.

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Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Triant says that it makes customers happier.

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Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

APRIL 2, 2020

We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this. Social Proof describes how we want to do what everyone else is doing, aka peer pressure.

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Customer centricity Customer emotions Consulting Consulting 398

Beyond Philosophy

NOVEMBER 21, 2017

It plans to encourage spending by offering deep discounts and making it easier for shoppers to see how much they’ll save. I like a good deal as much as anyone, but as a customer experience consultant I’ve always thought these frenzied holiday sales were penny wise and pound foolish. I vowed never to do it again.

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Beyond Philosophy

OCTOBER 22, 2015

Science has begun to predict the intensity of emotions in others with accuracy. This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Why do we need to plan for emotions? Over 50% of any Customer Experience behavior is driven by emotions.

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Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. I was in a Starbucks recently.

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Wait times Management Consulting Consulting 403

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

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Consulting Consulting Education Customer Experience 195

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. Most of the positive comments are about service. Therefore, the government had shops charge customers for giving them plastic bags for their purchases. People love it.

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Government Surveys Education Customer retention 195

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Loyalty is an emotional reaction.

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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. Here’s why branding comes first and the difference between them.

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Beyond Philosophy

OCTOBER 11, 2018

So how do we do this? It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return. How We Make Decisions—Prospect Theory.

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Beyond Philosophy

MAY 14, 2020

However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. However, it really should be about you coming to like them.

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Consulting Consulting Personalization Accountability 419

Beyond Philosophy

APRIL 13, 2016

Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? We all know it costs less to keep a customer than it does to acquire a new customer. Poor bloke.).

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Consulting Consulting Marketing Customer Experience 282

Beyond Philosophy

DECEMBER 5, 2022

With that in mind, we are going to explore some of these surprising advantages to manage how we respond to the looming threat of recession that we all are doing business under today. Breakthroughs come from breakdowns. However, once it goes over the top and comes down the other side, the CEO gets sacked, and changes start.

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Banking Best practices Consulting Consulting 195

Beyond Philosophy

AUGUST 15, 2016

They are designed to give customers an improved experience, even if it is only “while supplies last.” They get customer’s attention. They keep your brand in their mind and influence their buying decisions. But what makes a successful seasonal promotion and how can you incorporate your Customer Experience goals into them?

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Consulting Consulting Customer Experience Customer Service 281

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. This trampoline story is a classic example of what can go wrong when you outsource part of your Customer Experience. Unfortunately, customers do not differentiate between the two parts.

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outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

APRIL 24, 2017

By detecting changes in the blood flow in the brain, the team could see how lying activated different parts of the participants’ brains. We can all agree that lying to customers is wrong. Lying is not only bad for your customers, but it’s also bad for your employees. Lying Creates a Negative Emotional Signature.

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Consulting Consulting Banking Customer Experience 317

Beyond Philosophy

APRIL 18, 2017

On rewarding regular customers with promotions to keep them coming back. On improving the customer’s experience at the time of purchase. On customers who are only starting to consider making a purchase. Customers aren’t as loyal as you think they are. Appeal to your customers’ emotions.

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Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

SEPTEMBER 26, 2014

He found that the stock market results were directly affected by the psychology and emotions of its participants. His conclusions were that emotions affected the market over fundamentals. It just goes to show how much we all hate to lose. Confidence is how someone feels about something. 5% drop in markets the next day.

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Beyond Philosophy

NOVEMBER 13, 2017

This has serious implications for customer experience. As a global customer experience consultancy we have recognized for a long time that customers’ overall experience with a company or brand is driven primarily by emotional and subconscious factors. These positive emotions are what keep you coming back.

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Consulting Consulting Banking Customer Experience 334

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. How Do Chatbots Work?

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Chatbots APIs Analytics Upselling 86

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Essential Considerations for Your Customer Service Culture.

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Beyond Philosophy

SEPTEMBER 26, 2019

When I started Beyond Philosophy back in 2002, nobody knew us. My answer is it depends on how bad it is. Wharton professor Jonah Berger wrote a book based on his research called Contagious, which is about how ideas spread. The interviewer throws the conflict in the middle of the room and then sits back and watches what happens.

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Entertainment Sales Consulting Consulting 276

Callminer

APRIL 30, 2020

Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Be sure to apologize.

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Customer Service Scripts Construction Feedback 273

Beyond Philosophy

OCTOBER 6, 2015

I find it beyond belief how large organizations can cheat and lie to their Customers. Because they lied to their Customers. Experts posit that these vehicles would emit 10 to 40% more than what shows up on the test. But the biggest penalty is yet to come. VW is a HUGE brand, and they have just lied to customers.

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Banking Consulting Consulting Government 406

Beyond Philosophy

JUNE 13, 2016

But the class clown might be the one person that keeps everyone’s spirits high and makes them want to come to work each day. So instead of labeling the clown as lazy, a supervisor might recognize the clown’s unique skillset and transfer him to a position that’s better suited to his personality. Lazy Daydreamer or Deep Thinker?

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Consulting Consulting Personalization Sales 283

Beyond Philosophy

MAY 10, 2017

But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal? Loyalty means you’ve made an emotional attachment. Customer loyalty is a bit different. Customer loyalty is a bit different.

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Airlines Consulting Consulting Education 344

Beyond Philosophy

SEPTEMBER 13, 2019

On a scale of one to ten, how likely is it I am a male model? . How did you come to that determination? . This psychological principle could have a significant influence on how customers behave in your Customer Experience. . So, how did you arrive at your number?

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Beyond Philosophy

MAY 15, 2017

With massive overheads and infrastructure maintenance, physical stores are finding it hard to keep their heads above water. With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. But there will come a time when this choice is taken away from them.

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