ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Customer Experience 189

Customer Experience Marketing Personalization Management 189

ShepHyken

NOVEMBER 29, 2019

Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. And as humans, we use emotions in daily life to make all sorts of decisions. It’s natural for emotions, then, to be a natural part of customer engagement and experience.

Technology 330

Technology Customer Experience Complaint resolution Gamification 330

Beyond Philosophy

MAY 4, 2023

Make some long-term decisions and long-term bets. Rule #2 : Have the right mindset. Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. So, let’s look at the rules first and then dive deeper into what I mean by them. Have the right mindset.

Consulting 195

Consulting Consulting Education Customer Experience 195

CSM Magazine

JULY 17, 2023

If you are a business owner that does not have a blog, it is time to change that. Now that we have that out of the way, let’s cover the most important advantages of having a blog. Now that we have that out of the way, let’s cover the most important advantages of having a blog. Advantages of Blogging for You Business 1.

Entertainment 52

Entertainment Engineering Advertising Marketing 52

Beyond Philosophy

JANUARY 23, 2019

Reasons: People need a reason to make a purchase, so they might be using a proxy reason that is related to their purchase but not necessarily the real reason. Resources: People have a limited amount of cognitive reserves, and they don’t like to use them up, so they like for many buying decisions to be easy. 1: Reference Points.

Management 361

Management Consulting Consulting Accountability 361

Steve DiGioia

JANUARY 17, 2022

There are 2 kinds of people. In a past Tips on Thursday newsletter , I wrote about taking the initiative, finding your own course of action, and making a decision based on experience, availability, practicality, etc. This mindset seems to match those who never ask for directions because they can make their own decisions.

Customer Service 291

Customer Service Management 291

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. Understanding Why Transforms the Customer Experience. 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

ShepHyken

AUGUST 11, 2017

Make customer feedback a daily habit. This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. In a recent letter to shareholders that went viral, Amazon CEO Jeff Bezos talked about customer obsession and its criticality to remaining a Day 1 company.

Customer centricity 233

Customer centricity Feedback B2C Customer Experience 233

Beyond Philosophy

SEPTEMBER 11, 2019

The intuitive system makes easy, automatic decisions. In creating a customer experience, you need to be thinking about how you can help your customers make easy, intuitive choices. In creating a customer experience, you need to be thinking about how you can help your customers make easy, intuitive choices.

Customer Experience 371

Customer Experience Consulting Consulting Sales 371

CCNG

AUGUST 3, 2022

After you make a new connection it will need some periodic tending if you want to reap the rewards down the line. When you run across a valuable article, webcast, book or blog don’t keep it to yourself. You can share one-to-one or make it social. Seeds and relationships must be nurtured in order to grow strong and bear fruit.

Best practices 195

Best practices CCNG Marketing Personalization 195

Nicereply

SEPTEMBER 6, 2022

That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. Most of these blogs allow you to subscribe to their newsletters and publish new content regularly. 2022’s top customer service blogs. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Beyond Philosophy

SEPTEMBER 22, 2016

Using another team’s research, he described a human brain as having two ways of thinking, the fast, intuitive way (which he calls System 1), and the slow, rational way (which he calls System 2). Sometimes the System 2 thinking overrules the System 1 conclusion outright. In fact, System 2 lets System 1 take the lead most of the time.

Consulting 318

Consulting Consulting Customer Experience Personalization 318

Beyond Philosophy

NOVEMBER 11, 2021

Somebody hit my car, and I had to make a claim on my Direct Line auto policy , one of the UK’s largest insurance companies. The insurance company had a narrow focus on this one disagreement that was driving their decision-making. The 5 Rules for improving the customer complaint process are: Read between the lines.

Consulting 383

Consulting Consulting Call Center Metrics 383

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. If your customers are making decisions intuitively, then that’s better than customers thinking about it. The two serve as two decision-making systems.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

NOVEMBER 17, 2022

The current environment I describe is very stressful, with many things you cannot control, which makes a few things on the path forward uncertain. The current environment I describe is very stressful, with many things you cannot control, which makes a few things on the path forward uncertain. The world is crazy.

Management 195

Management Consulting Consulting Marketing 195

Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things.

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

Beyond Philosophy

AUGUST 13, 2020

We all have two ways that we make decisions and process data. The automatic and intuitive side of our decision-making governs habitual behavior. So, we develop habits, to avoid thinking about doing things and making a tremendous effort. Honestly, it sounds exhausting, for both the team and your customers.

Customer effort 457

Customer effort Government Consulting Consulting 457

Beyond Philosophy

JULY 31, 2019

The intuitive system makes easy, automatic decisions. In creating a customer experience, you need to be thinking about how you can help your customers make easy, intuitive choices. In creating a customer experience, you need to be thinking about how you can help your customers make easy, intuitive choices.

Customer Experience 305

Customer Experience Consulting Consulting Sales 305

Beyond Philosophy

AUGUST 18, 2015

We like to think we make logical decisions based on rational thinking all the time, but we don’t. Kahneman describes our brains as having two ways of thinking, which he refers to as System 1 and System 2. System 2 is slow, takes much energy to do, and is based on logic. We all do irrational things.

Personalization 413

Personalization Customer Experience Customer emotions Customer Service 413

Beyond Philosophy

APRIL 16, 2021

Rationally, the team would make the best decisions for the organization because it is in the company’s best long-term interest. Rationally, the team would make the best decisions for the organization because it is in the company’s best long-term interest. Understand how to play chess. Focus on the customer.

Management 370

Management Consulting Consulting Personalization 370

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. Instead, these technologies assist us and make our work and experiences more productive. Shep Hyken. And sure, I too enjoy dreaming about AI as well.

Customer Experience 216

Customer Experience Telecommunications Technology Banking 216

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Blog #2 of 4: It’s NOT just another channel. Video is the new Face-to-Face.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

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. The key to handling it well is to master the art of staying cool. To that end, I have five rules to handle a customer crisis. Rule #1: Have a plan and process.

Telecommunications 195

Telecommunications Engineering Education Management 195

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support.

Wait times 89

Wait times Feedback CRM Surveys 89

ShepHyken

APRIL 18, 2022

inflation (or higher depending on your source of info), Americans can be divided into three groups: 1) convenience shoppers who value the experience over price and buy less than 40% of their purchase on sale, 2) bargain shoppers who buy more than 40%, and 3) part-tie bargain shoppers who fall in the middle. Tracking Customer Experience?

Customer Service 175

Customer Service Customer centricity Customer Experience Sales 175

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. Think about an incredible service experience you’ve had recently. What company or organization comes to mind? A star dropped. Another fallen star.

Consulting 124

Consulting Consulting Sales Marketing 124

Comm100

FEBRUARY 6, 2023

One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. What is Customer Experience in the Financial Industry? A good CX is customer-centered.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. By harnessing the power of tools like CRM systems and advanced analytics platforms, businesses can make data-driven decisions to enhance the customer experience. Cultivating a Customer-Centric Culture 1.

Customer Experience 59

Customer Experience Customer centricity Analytics Feedback 59

NobelBiz

APRIL 30, 2024

The customer service you provide will either make or break your brand. AI-based call centers are revolutionizing how businesses interact with their customers. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

The customer service you provide will either make or break your brand. AI-based call centers are revolutionizing how businesses interact with their customers. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Totango

APRIL 4, 2024

One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision. When leaders within both functions work together, they will likely remove red tape and process rigidity, making everyone feel like they’re on the same team.

Sales 89

Sales Upselling Accountability SaaS 89

Call Experts

OCTOBER 5, 2023

In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Enghouse Interactive

FEBRUARY 18, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we saw the significant advantages that successful companies * achieved when using AI and UC – both on a standalone basis, but with even more success when they combined them. Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Finance 56

Comm100

MARCH 6, 2024

This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution. Convenience Customers can use live chat without having to leave the website they are on, making it a convenient option for getting support or asking questions.

Abandon rate 90

Abandon rate Chatbots Upselling Sales 90

Noble Systems

APRIL 13, 2021

Duguid decision (released April 1, 2021) has generated a rash of predictions pointing towards a coming surge in robocalls. The decision had nothing to do with the use and delivery of robocalls. at 2, April 1, 2021.). Our decision does not affect that prohibition. ( The Supreme Court’s Facebook v. Facebook v. Facebook v.

Wireless 98

Wireless Telemarketing Contact Center Technology 98

Win the Customer

SEPTEMBER 8, 2023

In the dynamic world of startups, where every decision can make or break a company’s future, customer experience (CX) stands out as a critical factor for success. It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand.

Customer centricity 59

Customer centricity Chatbots Feedback CRM 59

Call Experts

APRIL 8, 2024

In this blog, we’ll explore everything you need to know about call centers and those factors to help you make an informed decision. Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52