Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The customer goes to the shop.

Journey mapping 195

Journey mapping Consulting Consulting Personalization 195

Beyond Philosophy

DECEMBER 7, 2023

Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. Another thing Tom said was that people use employees now to help in the Customer Experience. However, I disagree; fewer people work in Customer Experience these days. Just click here to learn more and submit.

Customer Experience 222

Customer Experience Chatbots Customer centricity Education 222

Beyond Philosophy

FEBRUARY 10, 2022

This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. A larger strategy for using your data is equally as crucial to your gained insights as improving experiences for customers is for connecting to your bottom line. .

Customer Experience 418

Customer Experience Consulting Consulting Metrics 418

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

Sales 309

Sales CRM Contact Center Customer retention 309

CCNG

APRIL 12, 2024

If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. However, what the goal should be is determining how you can elevate the customer experience in your contact center utilizing automation, AI, and all resources available to you.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

ShepHyken

SEPTEMBER 14, 2021

Creating Customers for Life. They discuss how to serve, understand, and create evangelists out of your ideal customers. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back. The Ultimate Marketing Engine.

Engineering 387

Engineering Consulting Consulting Marketing 387

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. We had six values.

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

ShepHyken

MAY 30, 2023

Slutsky looked at the long hold issue and came up with a solution to create a frictionless customer experience. What can we do to ease the pain? So Slutsky asked, “What can we do to ease the pain?” (No If you want to experience Slutsky’s creativity, you can listen to the entire message by clicking here.

Wait times 387

Wait times Marketing Customer Experience Customer Service 387

Beyond Philosophy

SEPTEMBER 26, 2020

How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt?

Journey mapping 398

Journey mapping Consulting Consulting Customer Experience 398

ShepHyken

AUGUST 20, 2021

He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. This continual repeat business can be key for catapulting your company into greater levels of success!

Enterprise 414

Enterprise B2B Feedback Marketing 414

Beyond Philosophy

OCTOBER 19, 2023

I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? Customers change their minds on many occasions. But you won’t be surprised if you ask the question.

Journey mapping 222

Journey mapping Sales Surveys Education 222

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. 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. To that end, I have five rules to handle a customer crisis.

Telecommunications 195

Telecommunications Engineering Education Management 195

ShepHyken

FEBRUARY 6, 2023

Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience. Proactively share what you have learned with everyone in the company. Proactively share what you have learned with everyone in the company.

Feedback 303

Feedback Banking Sales Customer Service 303

Beyond Philosophy

AUGUST 1, 2020

The 5 Rules for Behavioral Journey Mapping. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We were training customers with journey mapping recently when it became apparent that people didn’t understand what journey mapping could do for them.

Journey mapping 307

Journey mapping Consulting Consulting Marketing 307

ShepHyken

JULY 31, 2023

Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. Understanding and predicting customer needs are key to effective customer engagement. Customer interaction often spans multiple departments or silos within a company.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

ShepHyken

JANUARY 22, 2024

Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. Plus, Shep and Anuj share their predictions on the future of customer service and experience.

Customer Service 208

Customer Service Technology Personalization Customer Experience 208

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

Journey mapping 301

Journey mapping B2B Customer emotions Personalization 301

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

CCNG

AUGUST 2, 2023

With over two decades of hands-on experience, I've witnessed both triumphs and challenges faced in the pursuit of exceptional customer and agent experiences. My primary aim is to guide you through the pitfalls and offer best practices, so get ready to uncover valuable insights that can shape your contact centre's success.

Contact Center 195

Contact Center CCNG Best practices Technology 195

Beyond Philosophy

FEBRUARY 3, 2022

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Beyond Philosophy

MARCH 3, 2022

It is essential to recognize when your customer decides to buy from you (or doesn’t). Once you identify when that happens, you can design an appropriate environment to get customers to decide to do what you want. . However, if the customer says, “when could I expect delivery?”

Journey mapping 195

Journey mapping Personalization Consulting Consulting 195

Beyond Philosophy

OCTOBER 1, 2020

For example, have you ever bought a variety of snack packs of chips only to realize that everyone wants the same kind? Maybe you purchased an assortment of yogurt flavors at the store and then threw them out after they expire because you never ate the key lime ones you were sure you wanted to try? I have too.

Journey mapping 448

Journey mapping Consulting Consulting Customer Experience 448

CX Journey

JUNE 12, 2015

Image courtesy of umjanedoan Every customer has a backstory. Do you listen for it? Let's start with defining the term first, as I often do. Why is this an important topic that customer experience professionals would be interested in? The purpose of being in business is all about the customer , right.

Customer Experience 65

Customer Experience Personalization 65

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. For example, your customers might say: “They are always so helpful.”. Even when there is a problem, I know I can always count on them to fix it.” .

Customer Service 409

Customer Service Customer Experience Personalization 409

ShepHyken

AUGUST 23, 2022

The Value of Emotional Attachment in the Customer Experience. He shares how emotions and customer relationships affect buying decisions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company. When you look at typical journey maps, they follow the Customer Infinity Loop.

Journey mapping 310

Journey mapping Advertising Consulting Consulting 310

ShepHyken

NOVEMBER 15, 2023

She shares the research that confirms customers are being ignored – and explains how to listen better. What if you had a colleague who could tell you exactly what to prioritize in your next CX strategy? A colleague who knows which prompts your chatbot needs to address and how much personalization is too much?

Morale 145

Morale Feedback Upselling Surveys 145

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record.

Customer Service 160

Customer Service Construction Contact Center Scripts 160

ShepHyken

OCTOBER 3, 2017

Doug Bell Discusses Improving the Customer Experience. Would you like every employee to know how they fit into your company’s customer experience? Shep Hyken interviews Doug Bell, founder of The Experience Manager , a system that helps manage and unify the entire customer experience.

Journey mapping 465

Journey mapping Consulting Consulting Customer Experience 465

ShepHyken

MARCH 13, 2023

Understand that what you say and how you say it matters. Speak to your customers in a way that is engaging and sincere. Use your customer’s name. Saying their name is a simple first step in connecting with your customers. Show your genuine interest.

Customer Experience 156

Customer Experience Personalization Customer Service 156

ShepHyken

FEBRUARY 13, 2023

Top Takeaways: The customer journey is like a romantic relationship. When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain. Customer service must be built into every aspect of the journey.

Customer retention 156

Customer retention Sales Customer Service Marketing 156

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? Does the answer to any of those questions put you on the edge of your seat? We hope so! At Totango Live!

Journey mapping 97

Journey mapping Construction B2B Education 97

Global Response

MARCH 25, 2024

Excellent customer service aims to anticipate and meet needs before customers are even aware of them. You want to create a seamless, personalized experience. And the best way to do that is to start with a customer journey map. What is customer journey mapping?

Journey mapping 62

Journey mapping Banking Analytics Sales 62

360Connext

SEPTEMBER 21, 2021

It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first. They are doing this whether or not you are focused on delivering a great experience. .

Education 190

Education Journey mapping Advertising Customer Experience 190

C3Centricity

JANUARY 16, 2024

Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Many people think that customer centricity is the same as customer experience. But there is a big difference between talking about putting the customer first and doing so.

Customer centricity 90

Customer centricity Customer Experience Journey mapping outsourcing 90

Totango

FEBRUARY 23, 2024

What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. This partnership helps to activate the flywheel and propel growth from the existing customer base.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83