Beyond Philosophy

DECEMBER 8, 2023

First, let’s establish clear definitions for customer loyalty and inertia. In this episode, we talk about how to make this distinction. We also talk about how to develop strategies that nurture genuine customer loyalty. They certainly are, but not all repeat business is a result of loyalty.

Airlines 221

Airlines Consulting Consulting Education 221

ShepHyken

JUNE 25, 2021

One of the stories that Troy shared resonated with me because it’s exactly the kind of thing that I talk about when it comes to driving lasting change: leaders can’t just talk the talk; they must walk the walk. . Talk is cheap. The story goes something like this. . To drive lasting change… . Share the change vision.

Customer centricity 293

Customer centricity Coaching Consulting Consulting 293

ShepHyken

DECEMBER 19, 2023

After interacting with the chatbot briefly, the bot wrote, “Let me transfer you to an agent,” moving from a chatbot to live chat. Eventually, the live online chat turned into a phone call when the agent wanted more details and knew it would be easier to talk than text.

Customer centricity 212

Customer centricity Chatbots Self service Feedback 212

Beyond Philosophy

JULY 13, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Customer Science Can Help You might recall that I have talked about how Customer Experience is retreating as a wave of change and becoming part of business as usual. Now let me take a step back.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

DECEMBER 14, 2023

Now, some of you might be scratching your heads, wondering what I am talking about. Sometimes, it is inertia, and recognizing the difference is what we will talk about today. Let’s begin by defining customer loyalty and inertia. Let’s suppose that something went wrong in the relationship. Click here.

Airlines 221

Airlines Metrics Management Technology 221

CCNG

SEPTEMBER 6, 2023

Also don’t be afraid to reach out to folks you haven’t talked to in 5+ years. Set up a call and let them know that you’re starting to look around for new opportunities. Typical outcomes are: “Thanks for letting me know. I appreciate you letting me know. We’re hiring and may have something for you.” “I

CCNG 195

CCNG Marketing Contact Center Customer Care 195

ShepHyken

APRIL 20, 2022

The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting. Let them know you’re in sync with them and what they want to achieve. . In just a short time, I was talking to a rep.

Customer Service 319

Customer Service Customer Support Technology 319

Beyond Philosophy

AUGUST 26, 2023

In this episode, we talk about Meister’s eight areas and how you can emulate other organizations that have made the waiting experience a little less painful for their customers. 10:49 We explain how Uber manages the third area, uncertain waits are longer than certain waits, well by letting you know the car is coming and when.

Management 195

Management Customer Experience 195

Beyond Philosophy

JULY 20, 2023

So, I thought we would talk about this here, too, because many of you probably are wondering the same thing. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Talk about commoditization. Since we brought up Lego, let’s keep going with that.

Marketing 270

Marketing Best practices Customer centricity Engineering 270

ShepHyken

AUGUST 16, 2023

I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have. Second, it’s just not safe to have one employee in the store, let alone late in the evening. At some point, you must trust your employees to do a good job. It was now my turn.

Customer Service 296

Customer Service Personalization Customer Experience Management 296

ShepHyken

APRIL 11, 2023

Was it this server’s job to simply take our orders and let others do the work? Talk about a lack of team spirit! It wasn’t until after all the meals were served that our original server came over to ask if everything tasted great. I observed all of the people who brought us our meals. They also had other tables to attend to.

Customer Service 336

Customer Service Employee engagement 336

Steve DiGioia

JULY 11, 2022

Let your team shine like the stars they are. They’d talk directly to you, the potential customer, and invite you to the showroom. Let your star employees shine. Put their photos on the wall, let them greet the customers first, and let them be the ones who make the after-sale follow-up calls. Well, I know.

Finance 204

Finance Advertising Sales Marketing 204

Beyond Philosophy

SEPTEMBER 21, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! For example, let’s say you want to manage your estate with a will and trust. Just visit me here and let us know what you need help with. So, disrupting this assumption is difficult. It is possible, though.

Construction 221

Construction Marketing Personalization Management 221

Myra Golden Media

MAY 23, 2021

Yesterday we talked about her enforcing mask requirements on her flights. If this is not the day for you to fly, please let me know, and we can escort you off the plane.’” . I’ve made a note that you’ve refused to wear a mask, and we’re letting the federal government know. One of my sisters is a flight attendant. Not my sister.

Government 317

Government Customer Service Customer Experience 317

Beyond Philosophy

JULY 14, 2022

Today we will talk about how to be funny and use humor to your advantage. I’ve coached team members to let their humor come out in business. Let’s talk through the theories of humor, which sounds like the worst idea in the world. ” To this day, I am still proud of that report card. It can reduce tension.

Coaching 413

Coaching Consulting Consulting Personalization 413

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. How long does that last?

Customer Service 302

Customer Service Advertising Sales Marketing 302

Myra Golden Media

APRIL 1, 2019

Let’s say have a customer who right out of the gate demands to talk to a supervisor. By saying this, or something similar, you acknowledge the customer’s perceived need to talk to someone else. Put together, here’s how the 3R works when customers right away ask to talk to a manager. “I Recognize/Acknowledge.

Management 226

Management Call Center 226

Steve DiGioia

JUNE 26, 2023

All we need to do is take it and by our actions, let them know we appreciate their trust in us and wish to build a long-term relationship beneficial to both. Let’s discuss how to make a difference in your business. Be Pleasant Keep a conversational tone, smile, and look the customer in the eye while talking.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

Beyond Philosophy

AUGUST 31, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Let’s imagine we have boarded that plane I spoke of before, backed away from the terminal, and taxied toward the runway. Why not talk with Colin and his team about how we can help you gain growth? Click here.

Wait times 221

Wait times Airlines Call Center Benchmark 221

Beyond Philosophy

JANUARY 8, 2021

Usually, when people talk about that, it’s in the third person, meaning that someone will impose the new normal upon us. Let me be clear: I believe there are many things that an organization can do to digitize for efficiency. Then, we report back to let you know what is working and what could use some help.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

ShepHyken

SEPTEMBER 16, 2020

He wasn’t talking about upgrading a coach seat on a plane to a first-class seat. He was talking about how, in general, doing right, in a classier manner, doesn’t usually cost much more, if anything at all. It takes some training to show an employee how far they can go, but once you train them, let them go forth and be successful.

Customer Service 414

Customer Service Coaching Technology Customer Care 414

Myra Golden Media

FEBRUARY 4, 2023

These are the soft skills most underutilized: Urgency Agreeability Empathy Active Listening Recap Let’s dive into each skill. ” When you demonstrate urgency, customers are at ease and talk less because they know you are making things happen. ” Not interrupting Yielding in conversation and letting the customer finish.

Contact Center 156

Contact Center Average Handle Time Healthcare Personalization 156

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. Let me give you an example I was taught years ago in business. Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Suppose your product is a drill.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

ShepHyken

DECEMBER 7, 2023

He talks about how amazing customer experience can be sustainable. So let’s reframe our queries from just “How can we improve our bottom line?” ” let’s expand that to “How can we enhance customer satisfaction in a way that also educates and empowers customers to make sustainable choices?

Call Center 146

Call Center Transportation Upselling Education 146

ShepHyken

JUNE 30, 2021

But when they are wrong, let them be wrong with dignity and respect. Customers want to know they are talking to someone who can solve their problems. Don’t blame others inside your company. Never make anyone in your organization look bad. When a problem comes your way, you own it, regardless of who is at fault.

Management 429

Management Customer Service 429

C3Centricity

JANUARY 16, 2024

Everyone is talking about the importance of customer centricity. Let me explain. But there is a big difference between talking about putting the customer first and doing so. Why Traditional CX is Letting You Down Without You Even Knowing It! The World Has Changed. But they should be actioning quantum customer centricity!

Customer centricity 90

Customer centricity Customer Experience Journey mapping outsourcing 90

ShepHyken

MAY 20, 2020

First, let’s talk about the basics. When you proactively reach out and talk to a customer to check-in, touch base or just let them know you’re there for them, it goes a long way toward creating peace of mind , which is another form of confidence. Even better, contact them PROACTIVELY. my response would be, “Be nice.

Customer Service 346

Customer Service Customer Experience Personalization Customer Care 346

ShepHyken

JANUARY 11, 2022

They discuss what CX teams need to let go of in order to succeed in the new era of CX. Let go” of the omnichannel arms race – Brands tend to stretch themselves too thin across multiple modalities and increase the effort level for customers. “Let Let go” of old ways of measuring internal influence.

Average Handle Time 167

Average Handle Time Metrics Customer Service Marketing 167

ShepHyken

AUGUST 11, 2023

I am not here to talk about childish stuff like, “Listen to your customers.” Here is what it demands: Let your customers speak: We listen to gather information and obtain understanding. She is always delighted to talk about SAAS, project management, marketing expertise, and teamwork. Because everyone is doing it.

Customer retention 156

Customer retention SaaS Marketing Customer Care 156

Myra Golden Media

APRIL 7, 2020

To break down the barrier, some customers will ask to talk to a supervisor. Some will over-talk you. You have to let your customers know that you’re not on opposite sides. You can let customers know you’re on their side by using Partnering Language. Let’s take a look and see what’s going on.”. “I

Personalization 177

Personalization Customer Experience Customer Service 177

ShepHyken

SEPTEMBER 21, 2022

Let employees do the job they were hired to do. And by the way, when they do a great job, let them know it. How you treat, talk to, and trust employees set the tone for the culture that will permeate outward toward your customers. And while that is obviously important, creating trust with employees may be even more so.

Construction 179

Construction Feedback Customer Service Management 179

ShepHyken

JANUARY 26, 2022

This time I’m talking about being fatigued, as in sick and tired of getting so many surveys. . You must let your customers know you are listening to them! . We’ve covered survey length before, and that’s not what this is about. I get a survey.

Surveys 307

Surveys Airlines Feedback Customer Service 307

ShepHyken

AUGUST 29, 2018

Let your employees know that what they do on a day-to-day basis is positively affecting other people’s lives. Dodkins’ twist on this is to have internal TED Talks. You may have seen a TED Talk on YouTube – or even in person. These don’t have to be 15 or 20 minutes, like typical Ted Talks.

Employee engagement 236

Employee engagement Morale Personalization Customer Experience 236

Steve DiGioia

MAY 17, 2021

Let the customer talk or vent and try to understand what’s really bothering them. Turning your body away from another person while you talk to him or her can lessen your degree of contact with that person. Let them talk, and simply listen. Thank you for letting us know so we can get this corrected.”.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Transparent BPO

NOVEMBER 17, 2022

They all seem to be talking about it – from the C-suite to the kitchen table and every business journal is unpacking the advantages of letting employees work from home. The answer may lay with your clients and agents. It’s on everyone’s lips. And you and your leadership teams are asking, “will work-from-home work for […].

outsourcing 118

outsourcing Contact Center Customer Service Customer Experience 118

Fonolo

NOVEMBER 29, 2023

They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. They all help ensure that you really hear and understand the person you’re talking to. Of course, customers want a lot of other things , too.

Contact Center 87

Contact Center Airlines Self service Healthcare 87

Calltools

APRIL 3, 2024

This lets customers handle their own needs while your agents tackle more demanding issues. Over 90% of Gen Z say they don’t like talking on the phone or even feel anxiety about using their phones to talk. Others just want to complete simple tasks they can handle without assistance.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52