CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. 5) put profits before purpose.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

APRIL 1, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? My Comment: I bet you would agree with this statement: Companies exist to solve customer problems.

Government 190

Government Customer Service B2B B2C 190

ShepHyken

FEBRUARY 14, 2023

It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations. Specifically, it’s about what company you aspire to be like. We often look at market share as one of the success criteria. It’s not even about you.

Surveys 372

Surveys Customer Service Marketing 372

Beyond Philosophy

MARCH 7, 2024

What brought this up was a podcast listener who had a pickle they wrote us about. We asked millions of questions from thousands of business people in hundreds of companies. Then, once we sorted through it all, we identified the Emotional Signature®. She asked the right blokes about this one.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

ShepHyken

MARCH 5, 2024

It’s important for you to know this, just in case you don’t know who they are. But for some of us who saw the legend for the first time, we might have expected more than just songs. The concert examples are not unlike two companies competing for a customer’s business. Both are talented beyond words.

Entertainment 201

Entertainment Personalization Customer Service Customer Experience 201

Beyond Philosophy

JULY 20, 2023

It got me thinking about how these various vitamin companies differentiate themselves and how that applies to non-vitamin-providing organizations, too. (To Vitamin companies are not the only ones that struggle to differentiate themselves. Several vitamin companies offer B12 vitamins. Define the Who and the How Much.

Marketing 270

Marketing Best practices Customer centricity Engineering 270

CCNG

APRIL 3, 2024

This doesn't make companies evil, but you have to acknowledge their true nature and priorities. We value our team" rings hollow as employees' livelihoods are disrupted in service of the bottom line. The alternative is allowing disengagement and cynicism to fester — a toxic culture that corrodes companies from within.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. So, let’s start with a Fast Company that has three tips. The research also points to solutions.

Customer Service 179

Customer Service B2C B2B Customer Experience 179

ShepHyken

MARCH 18, 2024

Do You Know Who Your Competition In Business Really Is? My Comment: Let’s kick off this week’s Top Five with another excellent article from my friend Dan Gingiss, who writes about your competition – and it’s not who or what you think. Here are my top five picks from last week. This is Dan’s take on it. I love repeat business.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. Employee engagement refers to the emotional commitment and dedication that employees have towards their company or organization. In their 2009 meta-analysis presented by Gallup, Harter et al.

Employee engagement 338

Employee engagement Morale Customer Experience Feedback 338

CX Accelerator

JANUARY 14, 2024

We have big time news for CX Accelerator! Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way. It is meant to be a gift to the CX community as we navigate these challenging times together. We'd be honored to have you!

Customer Experience 182

Customer Experience 182

Beyond Philosophy

DECEMBER 14, 2023

Sometimes, it is inertia, and recognizing the difference is what we will talk about today. Moreover, that goes both ways; the company should also sacrifice something to keep you. Someone who isn’t loyal to a company will want a pound of flesh to make it worthwhile to continue doing business with them.

Airlines 221

Airlines Metrics Management Technology 221

Beyond Philosophy

NOVEMBER 11, 2021

So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. . 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.

Consulting 383

Consulting Consulting Call Center Metrics 383

ShepHyken

SEPTEMBER 11, 2023

Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. Customers don’t just compare you to other companies within your industry.

Automotive 315

Automotive Airlines Benchmark Service level 315

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. Daily meetings involving all team members, regardless of their position, help to unify the company’s culture and values. We ask our associates how we are doing in helping them excel at their jobs.

Customer centricity 217

Customer centricity Feedback Customer Experience Customer Service 217

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. It starts the moment they interact with your company, and that might not even be with a live human. Companies spend a lot of money to get you interested in what they sell and eventually get you to buy.

Marketing 235

Marketing Customer Service Sales Customer Experience 235

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Here are a few we shared: 1.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Steve DiGioia

FEBRUARY 7, 2022

There’s always that one employee who refuses to follow directions. Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it. But even one who gives you a line like this; “ Is it really that important that I’m wearing my name tag?

Enterprise 345

Enterprise Management Accountability Customer Service 345

ShepHyken

JANUARY 4, 2023

We have an exciting year ahead of us. Here we go: . Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers. Happy New Year!

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

Beyond Philosophy

JULY 13, 2021

Today, we will examine whether this is a good idea or not. We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline. However, the trampoline company did not take responsibility when things went wrong. However, the trampoline required assembly.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

NOVEMBER 30, 2023

Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer. Starting with… Help People Realize How Their Role Affects The Customer Many people in the organization who do not work with customers might need help with this connection. NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

JULY 27, 2023

We are discussing authenticity here because one of our podcast listeners asked us to discuss it. However, it gets complicated, as many things we discuss here do. who is interested in the topic of authenticity, would ask museum-goers if the apartment depicted at the museum was authentic. Now, it seems simple. So, what about AI?

Customer centricity 195

Customer centricity Personalization 195

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. Many of us want a quick answer we can trust from somebody who would know. We should not trust our intuition; it’s not always right, only sometimes. What is Intuition?

Analytics 370

Analytics Consulting Consulting Personalization 370

ShepHyken

NOVEMBER 28, 2023

It was easy for him, but not for someone like me who wasn’t as familiar with the technology – and hadn’t been trained like him. The truth is that as easy as it looks, it’s not easy. The lesson we take from this is that what’s easy for one person is not always easy for another. We must keep that in mind.

Technical Support 212

Technical Support Education Advertising Customer Service 212

CCNG

MARCH 6, 2024

A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. We thought that enough was enough. Good thing that at InflowCX we don’t serve the industry serving the contact center world, we serve the contact center industry.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

Beyond Philosophy

FEBRUARY 29, 2024

It’s a big splurge for us, and we look forward to it. As she said it, I thought, “Sure…but with that booking, we have now spent that money 27 times.” ” We haven’t, of course, but the idea here was that we mentally allocated that money toward the cruise and had done so with that money numerous times.

Accountability 195

Accountability Finance Banking Management 195

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future. When we have to do something very soon, we are less likely to fall victim to it. We are well aware of all of the commitments we’ve already made.

Healthcare 221

Healthcare Engineering Banking Accountability 221

ShepHyken

JUNE 6, 2023

I’m not saying a company that claims something is free is lying. As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. And as businesses, we must be cautious about what we promise. I think we can all agree, free shipping is not free.

Advertising 212

Advertising Customer Service Customer Experience Sales 212

ShepHyken

JANUARY 10, 2024

I experienced something worth sharing recently, and we can take at least three lessons from it. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. And is it her fault or the manager who oversees the ticket counter agents? What was it?

Customer Service 227

Customer Service Airlines Customer Experience Management 227

ShepHyken

JANUARY 6, 2021

Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. We found a whopping 96.2% That number will stay high and is more important than ever as we continue to navigate and come out of the pandemic. Companies find more ways to automate and digitize the experience.

Chatbots 423

Chatbots Surveys Self service Personalization 423

ShepHyken

MARCH 25, 2024

My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI. However, the number of customers who are “harder” on employees seems to be increasing post-pandemic. Here are my top five picks from last week. It’s making them better.

Customer Service 190

Customer Service Call Center Chatbots Call center experience 190

ShepHyken

SEPTEMBER 15, 2021

That said, I know people who do charge for the privilege of sitting down with them, just to discuss if you want to do business with them or not. I’ve met financial advisors, attorneys, and architects who will charge you for the first meeting with them. What would your company or business look like if it were that good? .

Customer Service 417

Customer Service Customer Experience 417

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Build Customer Experience into your Company Culture. Hire a Factoring Company.

Customer Experience 357

Customer Experience Management Finance Banking 357

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. Artificial intelligence is all around us, helping power many of the tools we use every day. . He shares how organizations can use data and AI-powered tools to benefit customers.

Big data 402

Big data Marketing Personalization Customer Service 402

ShepHyken

JUNE 30, 2021

This isn’t about who is right or who is wrong. Don’t blame others inside your company. When a problem comes your way, you own it, regardless of who is at fault. Customers want to know they are talking to someone who can solve their problems. Not long ago I covered six ways to handle angry customers.

Management 429

Management Customer Service 429