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. However, 18 months later, my patience has run out, and organizations should have sorted things out by now. Embrace customer complaints. Empathize with the customer.

Consulting 383

Consulting Consulting Call Center Metrics 383

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. I felt worked up about a few things around this time. ” That was a problem I had never heard of, and that is saying something because I fly a lot.

Airlines 365

Airlines Calibration Self service Consulting 365

ShepHyken

NOVEMBER 11, 2016

This week on our Friends on Friday guest blog post my colleague, Andy Masters, shares a story that demonstrates the importance of doing a little something extra for someone with very little effort and time. Good thing she didn’t say Dom Perignon, since dinner was on me. I love this story and I think you will too! Shep Hyken

Entertainment 281

Entertainment Morale Sales Personalization 281

Beyond Philosophy

SEPTEMBER 10, 2020

It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. If we could admit that one of our ideas is wrong, it would relieve that tension. We discussed this phenomenon in a recent podcast and how we all do this.

Consulting 457

Consulting Consulting Advertising Accountability 457

Beyond Philosophy

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Customer effort 457

Customer effort Government Consulting Consulting 457

Beyond Philosophy

MAY 18, 2023

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. Having a high EQ is vital to customer service. Some of the best leaders have a higher EQ than IQ.

Management 195

Management Personalization Call Center Customer Experience 195

Steve DiGioia

AUGUST 8, 2022

Face it, you’ve got a dismal group of employees. I say it’s the manager’s fault. I say it’s the manager’s fault. Here’s why. Everything that goes wrong in a company or department is because of management. It’s their fault when employees come in late.

Management 147

Management Morale Customer Service 147

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

AUGUST 18, 2022

While all of those things can be true, and people that way are likely to be introverted, it is not necessarily the case for all introverts. Cain says people think about leaders and people who change the world as extroverts, and many of them are. Furthermore, Cain thinks introverted personalities also have much to offer the world.

Personalization 367

Personalization Consulting Consulting Management 367

Steve DiGioia

JANUARY 3, 2022

We all speak about expectations, customer expectations. As a customer, I expect a basic minimum such as: The product or service should work as expected. According to Deloitte, in their paper, “ The True Value of Customer Experiences ”. And customers have other expectations from their service provider. They are so right.

Advertising 351

Advertising Accountability Customer Experience Customer Service 351

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. To that end, employees receive no sales commissions and have no sales quotas. A pproach customers with a personalized warm welcome.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Steve DiGioia

JANUARY 17, 2022

Let’s say you’ve just given one of your team a new set of guidelines or a specific, but complex, task to do. As you described the “job”, your employee nodded his head a few times then ended with “OK, I’ve got it and will start working on that right away” Great, thanks. ”, you say.

Customer Service 291

Customer Service Management 291

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , says that video could be the missing link between your customer and the expert in the contact center. We needed a better way to communicate.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

Steve DiGioia

APRIL 5, 2021

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. We all have an internal compass pointing us toward what’s right and steering us from what’s wrong. We all have an internal compass pointing us toward what’s right and steering us from what’s wrong.

Customer Service 246

Customer Service Personalization 246

Beyond Philosophy

SEPTEMBER 21, 2023

It’s a good question that, in my experience, is easy to get wrong. So, the difficulty is that these things are linked, even for big brands like Amazon. When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation. So, disrupting this assumption is difficult.

Construction 221

Construction Marketing Personalization Management 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. Arming employees with knowledge and training is key. It may be a statement of the obvious, but this is why they became myths in the first place. I am a big advocate of the policies and procedures myth!

Customer Service 0

Customer Service Airlines Government Consulting 0

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. If you do, you are in the minority.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? For my part, people focus on the wrong things.

Technology 221

Technology Marketing Self service Customer Experience 221

Beyond Philosophy

MAY 9, 2019

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

Consulting 379

Consulting Consulting Education Benchmark 379

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? 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.

Consulting 448

Consulting Consulting Call Center Personalization 448

Steve DiGioia

MARCH 20, 2023

“So, you’re telling me that THIS customer is more important than all the rest?” Read 3 Reasons Why Successful Teams Earn Your Trust. But they’re a VIP” , she kept on saying. And she couldn’t understand why. Was I wrong? And that I should give them preference over everyone else that walks in the door?”

Sales 182

Sales Management Customer Service 182

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. What is fascinating is that when people get specific about what they love about their stay, the trivial things are what make them rave. People love it.

Government 195

Government Surveys Education Customer retention 195

Beyond Philosophy

SEPTEMBER 20, 2018

People do not say what they mean or, it seems, what they are thinking. If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. Sure, the customer is placated.

Construction 341

Construction Consulting Consulting Customer Experience 341

Beyond Philosophy

APRIL 21, 2022

Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the customers that want the same things and target them the same way?

Entertainment 221

Entertainment Consulting Consulting Marketing 221

Beyond Philosophy

OCTOBER 10, 2016

When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. While they didn’t do anything wrong, you didn’t feel wowed either.

Consulting 419

Consulting Consulting Banking Customer Experience 419

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

JULY 21, 2022

Pickle #1: How can you increase survey response rates to create a more robust voice of customer data? Pickle #1: How can you increase survey response rates to create a more robust voice of customer data? So how would we go about increasing the response rates on surveys sent through email to busy customers? .

B2B 221

B2B Surveys Metrics Consulting 221

Beyond Philosophy

AUGUST 3, 2023

Of course, my podcast colleague is an academic, so while he has never steered anyone wrong, he has a limited frame of reference for his counsel. Of course, my podcast colleague is an academic, so while he has never steered anyone wrong, he has a limited frame of reference for his counsel. However, flexibility is essential.

Sales 195

Sales Management Marketing Consulting 195

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.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Beyond Philosophy

JUNE 2, 2022

But, also, these things are true about people’s trust in your life or customers on your sales reports. So, today, I thought I would share the four things we advised Bob to do here on our NL, too. The Four Things You Can Do to Discover if Customers Trust You. Ask the customer directly.

Surveys 221

Surveys Consulting Consulting Accountability 221

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

Beyond Philosophy

NOVEMBER 3, 2015

I had done well, but things had started to get a bit stale. To say I felt surprised would be an understatement. I remember on one occasion I had taken a risk and things had gone wrong. He took great pleasure in seeing the people he spotted moved on to bigger and better things. Let me set the scene. I was nervous.

Banking 386

Banking Employee engagement Consulting Consulting 386

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. Furthermore, the $124.6

Banking 416

Banking Construction Accountability Sales 416

Beyond Philosophy

FEBRUARY 17, 2022

Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. Many years ago, I decided to be a conference speaker on Customer Experience. The bloke behind the desk asked me why I wanted to be a conference speaker. I wasn’t sure what I should say. I hesitated.

Consulting 221

Consulting Consulting Finance Education 221

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously. Figure Out the Why Before You Try the What.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

ShepHyken

MAY 15, 2020

He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. In this article, I’ll share these experiences and then offer some tips to restore customer trust. Trust is foundational to relationships with people — and with companies.

Contact Center 336

Contact Center outsourcing Quality management Marketing 336

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. That is why helping your customers have a wonderful memory of your experience is essential.

Scripts 382

Scripts Customer Experience Consulting Consulting 382