ShepHyken

MAY 15, 2019

It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc. After all, it is the Dollar Shave Club. It’s all in the first sentence.

Personalization 282

Personalization Customer Service Customer Experience Management 282

AWS Machine Learning

MARCH 28, 2024

For example, the training data used for BloombergGPT is 51% domain-specific documents, including financial news, filings, and other financial materials. The authors of BloombergGPT concluded that their model outperforms all other models tested for four of the five financial tasks. the SEC assigned identifier). billion words 5.1

Finance 96

Finance Metrics Banking Engineering 96

CCNG

APRIL 19, 2023

Does your contact center jokingly reference certain teams as “Bad News Bears”? When these hasty moves go unchecked, team equity becomes off balance, which alters the preferred level playing field for all teams. Even better, make these equity sessions an inclusive exercise by including all supervisors.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Beyond Philosophy

JUNE 12, 2021

You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a political stand and paid the price for it all have something in common. These things are part of three news stories that can provide insight into improving your Customer Experience.

Customer Experience 259

Customer Experience Consulting Consulting Surveys 259

ShepHyken

MARCH 10, 2024

Seven Easy Ways to Make Your Customers Feel Valued by Rolling Stone Culture Council (Rolling Stone) As their business grows, it’s all too easy for business owners to get swept up in the numbers and forget that there are real people behind their profits. When you hear the words “surge pricing,” companies like Uber come to mind.

Customer Service 190

Customer Service Airlines Self service Customer Experience 190

Lumoa

APRIL 8, 2024

content Lumoa Product News for March 2024 Hey everyone! Lumoa joins Netigate Exciting news! The post Product News – March 2024 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you.

Surveys 83

Surveys Feedback Management Personalization 83

Myra Golden Media

DECEMBER 15, 2019

It was New Year’s eve. “We I was in all-out panic mode. That’s all it was. And we were able to move into our new home. This is a good example of how not to deliver bad news to a customer. You can’t control the fact that you have to be the bearer of bad news, but you can control how you deliver the news.

Banking 207

Banking Accountability Management Customer Service 207

Beyond Philosophy

JUNE 2, 2022

I would argue it’s all of the above. On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. However, there is a good news/bad news bit about measuring things. First, the good news; it’s easier to design a survey than you might think at first.

Surveys 221

Surveys Consulting Consulting Accountability 221

Myra Golden Media

OCTOBER 26, 2020

Give customers bad news using five easy steps based on the way doctors give bad news to patients and their families. Worksheet to practice giving bad news. Acknowledge Customer Concern video: Give Bad News Like a Doctor video: Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time.

Customer Experience 156

Customer Experience 156

Beyond Philosophy

MARCH 26, 2020

People will understand things that are not great news when you do. You should give them the bad news. However, it is essential to tell them WHY you have bad news. We’re all in it together. If it can coincide with what you want them to do in six months when this is over, then all the better. Be transparent.

Airlines 348

Airlines Consulting Consulting Call Center 348

Myra Golden Media

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. Here are Three Simple (But Important) Things To Remember About Giving Bad News To Customers. Make the customer feel that you’re doing all you possibly can to help them. Never cause a sense of helplessness.

Customer Service 256

Customer Service Personalization Management Call Center 256

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, soccer fans did not approve of this plan. Be deliberate in your moves. Forbes.com.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

AUGUST 31, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! For example, an airline’s waiting lounge plays the news. Perhaps, but whether they are or not, they all want to get started. Knowing you are 12th in line isn’t the best news, but it is at least news.

Wait times 221

Wait times Airlines Call Center Benchmark 221

Beyond Philosophy

SEPTEMBER 13, 2019

This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand. In other words, are there times when bad news is good? The circumstances of the attention, the bad press, and the goals for your organization all play a part in how you answer the question.

Consulting 303

Consulting Consulting Marketing Customer Experience 303

Beyond Philosophy

AUGUST 29, 2020

This policy includes lousy news. There is no point in hiding bad news; the customer will find out anyway, and it will be that much worse that they didn’t find out from you. Moreover, it makes a brand promise that can follow you all over the world. Be transparent. Provide consistency.

Banking 397

Banking Consulting Consulting Accountability 397

Beyond Philosophy

APRIL 25, 2024

We love them in our news, in our dinner conversations, and even in our commercials. They are good at telling the story of how it all started with the organization. Employ all the tricks. If you have a story you want to share with us, please send us a video or audio for our None of Us Are As Clever as All of Us Feature.

Customer emotions 195

Customer emotions Engineering Education Personalization 195

Myra Golden Media

JUNE 14, 2019

But it’s possible to give your customer lousy news with empathy and a positive slant. When you have to give a customer bad news, do it using the “Feel, Felt, Found Method.” But all of their products do list ingredients known to cause allergic reactions in some people.

Customer Experience 256

Customer Experience 256

Beyond Philosophy

SEPTEMBER 2, 2021

Alternatively, you could tell the person all the things they will lose (e.g., Consider the news. Most news channels and newspapers present bad news. News organizations are also trying to get a response out of people. The tool grades your headline in all these areas. It’s not going to seem like news.

Banking 195

Banking Personalization Consulting Consulting 195

Beyond Philosophy

JULY 8, 2023

14:44 Colin explains what Flat Earthers have to do with all this, and explains what they believe, suggesting that listeners watch this clip from the ABC News YouTube channel. 20:08 Colin share the big danger of all this, particularly when you consider the parts of Customer Science that are coming as a new wave of change.

Technology 195

Technology Customer Experience 195

Win the Customer

MARCH 22, 2021

The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. Visit DCForecasts site for the detail news of crypto from last year.

Technology 188

Technology Finance Accountability Banking 188

ShepHyken

AUGUST 3, 2022

The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . According to a BBC News story, the Edinburgh Airport decided to simply disconnect its customer support line. . Not all customers are abusive.

Airlines 325

Airlines Customer Support Customer Service 325

Steve DiGioia

JULY 6, 2020

Remember when you’d fall asleep on the living room couch and wake up after midnight to a TV that was all static because the stations when off the air ? Remember when the TV news was actual news and not opinion? Remember when the 5-second rule applied for almost any food that fell on the floor? You’re not going out without one”

275

275

CCNG

APRIL 3, 2024

For too long, organizations have paid lip service to platitudes like "we're all in this together" and "our employees are our greatest asset." After all, they're equally invested despite not receiving shareholder dividends. The good news? True transparency extends beyond just admitting hard truths.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

ShepHyken

SEPTEMBER 18, 2023

There is no one-size-fits-all approach, and understanding industry-specific expectations is essential to succeed. Plus, Shep and Howard discuss how to create a positive experience even when delivering less-than-ideal news to your customers. ” “Valuing your customers’ time is what it’s all about.

B2B 184

B2B Analytics Customer Experience Management 184

ShepHyken

APRIL 4, 2018

I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive. After all, that is their goal.

industry standards 243

industry standards Benchmark Advertising Customer Service 243

Beyond Philosophy

SEPTEMBER 10, 2022

Did you take up a hobby or a new exercise program? Did you watch hours of news coverage hoping for some good news? All were excellent pursuits, by the way, especially the bread making. With all the resources and data gathered over the past two decades, what Dobrev discovered about customer behavior might surprise you.

Consulting 170

Consulting Consulting Finance Healthcare 170

Beyond Philosophy

JANUARY 19, 2020

This situation is an example of Confirmation Bias, a psychological concept that is deeply rooted in all of us. It also happens in politics, which manifests in news outlet choices. One side watches one news channel’s coverage of politics, and the other one watches the other channel. . As we discussed on a recent podcast.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

SEPTEMBER 3, 2020

In some cases, being transparent means giving the bad news upfront. Hiding bad news will only delay the customers’ discovery of it, and that will only lead to feelings not conducive to trust. So, saying all this isn’t tricky; doing it is. Remain transparent. You have to earn it and prove you are trustworthy.

Banking 390

Banking Consulting Consulting Accountability 390

Lumoa

FEBRUARY 6, 2024

Lumoa Product News for January 2024 Hey everyone! Previously, things like “broken package”, “torn parcel”, and “damaged letter” all mean the same thing, but the Topic AI wouldn’t realize that. The post Product News – January 2024 appeared first on Lumoa. Let’s get started!

Feedback 83

Feedback 83

ShepHyken

MARCH 18, 2024

It’s grown to include all of the customer experiences your customer has every day. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. The competition isn’t just your direct competitors, although they’re still there of course. The next step is loyal repeat business.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

Myra Golden Media

MARCH 3, 2018

The news was bad. But I noticed how calm we all were as we listened to the surgeon. I think we all appreciated his directness and his clarity. It was this approach, direct and clear, that helped us to take in the bad news. Doctors are highly skilled on how to deliver bad news; they have to be. Key 1: Be Clear.

Management 176

Management Customer Experience 176

Injixo

MARCH 26, 2024

Since late 2022, AI (artificial intelligence) has been all over the news. Every technology vendor has jumped on the AI bandwagon and there is a lot of hype out there about the transformational impact of AI. The implications of AI affect every industry, and the AI story isn’t going to end anytime soon.

Technology 52

Technology Employee engagement 52

ShepHyken

FEBRUARY 19, 2020

This may be old news to my followers, but it is worth repeating. That’s not amazing at all. The first time they have a problem with you, even after a series of great experiences, all they can do is hope you will handle it well. How they are handled makes all the difference.

Customer Service 371

Customer Service Personalization Customer Experience 371

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Foster Creativity and Innovation It’s not all bad news!

Marketing 90

Marketing Advertising B2B Analytics 90

ShepHyken

NOVEMBER 23, 2021

What does it mean for SMB’s – and businesses of all sizes? Here’s some good news, some challenges, and some opportunities. Top Takeaways: The holidays are upon us! That was the main focus of the interview. UPS commissioned research to find out what really matters to both small to medium business owners and their customers.

Advertising 317

Advertising Marketing Surveys Sales 317

ShepHyken

JANUARY 10, 2020

He shares a couple of examples about how companies have used lying and “Fake news” to turn customers into fans. Sadly, companies lie to customers all the time. Fake news” is so widespread it’s a joke. The company quickly created a website to provide a list of all UK restaurants and the chicken status of each.

Advertising 250

Advertising Wait times Marketing 250

ShepHyken

JANUARY 20, 2021

The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. What you need is a bullet point list of all the places customers interact with you. This, by the way, can include people, processes, and even products.

Customer Service 391

Customer Service Journey mapping Customer Experience 391