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 In large text, it read “Chillax.” So, I thought we would talk about this here, too, because many of you probably are wondering the same thing. Probably not.

Marketing 270

Marketing Best practices Customer centricity Engineering 270

Steve DiGioia

FEBRUARY 7, 2022

It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. 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.

Enterprise 345

Enterprise Management Accountability Customer Service 345

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. It looks to me like an old apartment complex that was painted yellow and converted into a hotel. So, by the looks of it, at least, it’s nothing special.

Government 195

Government Surveys Education Customer retention 195

ShepHyken

MAY 4, 2022

If it was a child with a cute sweatshirt, she commented on that. If it was a gentleman in a coat and tie, she commented on his tie. She was the perfect frontliner for American Airlines – or for that matter, any type of business. . Here’s the thing about compliments: . Here’s the thing about compliments: .

Airlines 319

Airlines Customer Service Personalization Customer Experience 319

Beyond Philosophy

JULY 15, 2023

It is bloody overwhelming. One of our listeners wrote in with a business pickle about differentiation on how to have it in an ever-competitive market. One of our listeners wrote in with a business pickle about differentiation on how to have it in an ever-competitive market. If not, you should know there are hundreds.

Marketing 195

Marketing Customer Experience 195

Steve DiGioia

APRIL 17, 2023

That was his take on the matter. Service suffered. We were refunding money back to customers for mistakes that could have been avoided. My teammates were stressed, and it showed. But he did nothing about it. But he did nothing about it. A step that mattered. But he didn’t know how to do it.

Morale 147

Morale Sales Personalization Management 147

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” As with any good recipe, feel free to spice it up a little! The Right Culture : This is where it starts. Without it, people say, “I don’t like doing business with them.

Customer Service 357

Customer Service Customer Experience Management 357

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. .

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

MARCH 23, 2022

He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. I did a little research and found similar lists that included all those mentioned above and others including being coachable, smiling, saying please and thank you, being nice, doing what you say, etc. .

Customer Service 313

Customer Service 313

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Here are my top five picks from last week.

B2C 146

B2C Customer Service B2B Marketing 146

Beyond Philosophy

JUNE 18, 2022

However, it doesn’t have to be. 5 Rules for Effective Customer Research That Make A Difference. Customer research is an essential part of any organization’s customer strategy. Customer research is an essential part of any organization’s customer strategy. Podcast Summary.

Consulting 221

Consulting Consulting Surveys Metrics 221

Steve DiGioia

JULY 5, 2021

Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. It’s not that difficult to do. Here’s how to do it. You’re the best, I mean it. It means a lot.”.

Personalization 325

Personalization Customer Service 325

ShepHyken

NOVEMBER 11, 2020

We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. What they get in return—hopefully—is a nice thank you, which, when you think about it, is fairly insignificant , though appreciated, for the work they do. They are customer service heroes. .

Customer Service 394

Customer Service 394

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. I hated creating a bloody list and taking it up to the store because it wasn’t convenient. Now, I enjoy shopping.

Customer Experience 405

Customer Experience Banking Transportation Entertainment 405

Beyond Philosophy

SEPTEMBER 17, 2020

It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. . Do you still have the box your phone came in?

Consulting 409

Consulting Consulting Customer Experience Customer Care 409

Beyond Philosophy

DECEMBER 7, 2023

” But a phrase is little more than words unless there is action that comes from it. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. It’s hard to remember that time now. It’s hard to remember that time now.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

Steve DiGioia

JANUARY 4, 2021

They come with little worries and little stress. For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience. I can’t stand it here!”.

Management 279

Management Personalization Accountability Marketing 279

ShepHyken

APRIL 22, 2020

I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. Some of the “little things” that seemingly don’t matter can actually be very important. Let emphasize that it was a very slight bend. They must be purposeful.

Management 322

Management Coaching Customer Service Customer Experience 322

ShepHyken

FEBRUARY 12, 2020

What if the worst thing a customer ever said about you was, “I love you!”? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. Customers appreciate knowing and understanding when and why something changes.

B2B 354

B2B Sales Management Customer Service 354

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

NOVEMBER 9, 2023

So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side. I agree with this one, and it’s an area I have discussed before.

Customer retention 195

Customer retention Sales Consulting Consulting 195

ShepHyken

MAY 8, 2019

The food was great, but the service ended on a sour note. His attitude toward the end of our experience reminded me that sometimes people don’t do what is requested – or even expected – simply because they don’t want to make the little extra effort to take care of their customers. He just chose not to do it.

Personalization 292

Personalization Customer Service Customer Care 292

ShepHyken

APRIL 17, 2023

When patients receive great customer service from their healthcare providers, not only do they provide better reviews, fewer complaints, and malpractice claims, but they also have better clinical outcomes. Quotes: “Good customer service and patient experience make clinical outcomes better.”

Healthcare 156

Healthcare Customer Service Education Customer Experience 156

Beyond Philosophy

APRIL 28, 2022

Their offering does not have the lowest price, and they have no plans to lower it. 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.

B2B 221

B2B Consulting Consulting Engineering 221

Beyond Philosophy

SEPTEMBER 3, 2020

Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. It is critical to remember that people won’t trust you just because you’ve turned up. You have to earn it and prove you are trustworthy. He’s right!”

Banking 390

Banking Consulting Consulting Accountability 390

CCNG

DECEMBER 6, 2023

It feels like every available slab of concrete is getting pickleball lines put down… from home driveways to tennis courts to highway underpasses. It originated in 1965 on Bainbridge Island, WA, when congressman Joel Pritchard could not find a full set of badminton rackets. There are now over 35,000 courts across the country.

CCNG 195

CCNG Healthcare Consulting Consulting 195

Steve DiGioia

MAY 11, 2020

He’s in that little hut with his face buried in his cell phone. I’m now waiting at the gas pump – it’s only 3 feet away from him. I know I need to have patience, but it’s been almost a minute and he hasn’t bothered to even look up from his “most important thing” You know what?

Feedback 254

Feedback Sales Customer Service 254

Outsource Consultants

APRIL 18, 2024

We encourage you to check it out. And this typically fails for one of three reasons: First, it’s unrealistic to achieve all things at once; if you’re focused on all your KPIs at once, you’re actually focused on nothing. Take Customer Satisfaction (CSAT), for instance. KPI tunnel vision is holding your CX initiatives back.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

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. Water service to homes in the U.K. Consumers have no choice in the matter. It’s not just that they treat customers horribly after a storm.

Government 308

Government Customer centricity Customer Experience Customer Service 308

Beyond Philosophy

APRIL 16, 2021

For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Focus on the customer. In my experience, it’s about how somebody can gain power or a promotion in some way. There is a surprising lack of literature on company politics.

Management 370

Management Consulting Consulting Personalization 370

Steve DiGioia

MARCH 8, 2021

The scarecrow now serves no purpose and has outlived its usefulness. Sadly, it serves as a reminder of what once was. Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. 3 Examples of Scarecrow Customer Service.

Customer Service 204

Customer Service Benchmark Best practices Customer Care 204

Beyond Philosophy

FEBRUARY 12, 2022

It’s Beyond Philosophy’s 20 th anniversary. It is always gratifying to reach these milestones and enjoy these accolades. It was lots of trial and error, hard work, passion, and (a little) luck that went into this business. So, as you can see, making it to 20 is no joke.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

ShepHyken

MAY 22, 2019

The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see it in their eyes. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. Something else caused the customer to become upset.

Personalization 333

Personalization Customer Service Sales 333

ShepHyken

MARCH 19, 2019

Fostering Good Customer Service Habits to Make Your Business Stand Out. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits. They also talk about the importance of humanity within the employee and customer experience.

Customer Service 259

Customer Service Personalization Customer Experience 259

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued. Expectation: Customers expect connected journeys with consistent interactions.

Customer Experience 243

Customer Experience Advertising Employee engagement Sales 243

Steve DiGioia

APRIL 19, 2021

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. When you sit down to write that scorned customer an email to say how sorry you are for the lack of service they received, sometimes the apology makes the situation even worse. I hope you enjoy her post.

Accountability 304

Accountability Personalization Customer Care Customer Support 304