ShepHyken

APRIL 22, 2024

I have added my comments about each article and would like to hear what you think too. This short article by our friends at NICE shares four simple tips – and at least one, if not all four, are important. Singh also explains why he thinks Chewy’s only competition is the company itself. “I

Customer Service 196

Customer Service B2B B2C Advertising 196

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. So, what does this have to do with business, specifically customer service and CX?

Customer Service 341

Customer Service Coaching Customer Experience Management 341

Beyond Philosophy

JULY 16, 2022

If you do, could vote for us in the People’s Choice Podcast Award? Our first pickle comes from Jane, who works at a large business-to-business company. Our second, extra pickle, comes from Elizabeth, who asks, how is inflation affecting people’s ability to buy? We hope you enjoy today’s show.

Consulting 394

Consulting Consulting Surveys Customer Experience 394

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. But for most of us mere mortals, we should pay attention to what most customers are telling us about customer satisfaction surveys. Connect with Shep on LinkedIn.

Surveys 217

Surveys Feedback Customer Service Customer Experience 217

CX Accelerator

JANUARY 14, 2024

We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. It is free and will always be free for our members. We'd be honored to have you!

Customer Experience 182

Customer Experience 182

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Maybe it happened two days ago, and they just now have the time to contact you or the company. Connect with Shep on LinkedIn.

Metrics 375

Metrics Customer Service Consulting Consulting 375

Beyond Philosophy

FEBRUARY 29, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. It’s a big splurge for us, and we look forward to it. It was our version of Mental Accounting. However, physical money or goods affect our mental accounting, too.

Accountability 195

Accountability Finance Banking Management 195

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. However, larger companies using technology can do that, too. Maybe it’s your name, but that’s about it. Not all marketers using personalization or email are lazy.

Personalization 195

Personalization Advertising Technology Marketing 195

Beyond Philosophy

APRIL 12, 2024

We’ve all got our versions of this – the local diner, your loyal barber, or maybe a small biz that fuels your hobbies. But big companies? With technology, the data sometimes gets too personal, and without a personal relationship supporting it, you’re left feeling like the company is stalking you, not helping you.

Personalization 221

Personalization Marketing Sales Technology 221

Beyond Philosophy

FEBRUARY 8, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Here’s what Smith had to say: To reiterate Smith’s message from the video, words matter in ways deeper than what our conscious layer processes them as. Not so much.

Scripts 195

Scripts Consulting Consulting Personalization 195

ShepHyken

MARCH 31, 2024

I have added my comments about each article and would like to hear what you think too. 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?

Government 201

Government Customer Service B2B B2C 201

Beyond Philosophy

OCTOBER 21, 2023

She is in a pickle, and she needs our help. A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Today, branding is all about the value you provide customers. Poor Irene Beard. Check it out here.

Customer Experience 195

Customer Experience 195

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. What brought this up was a podcast listener who had a pickle they wrote us about. She asked the right blokes about this one. Value is fundamental here.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

CCNG

FEBRUARY 7, 2024

In that state, our ability to think clearly, solve problems, stay healthy, and get along with each other is significantly impeded. If we can’t change circumstances, what can we do to increase our capacity to respond to them better and stay healthy in the process? and Canada reporting rates of 52% [1]. More on this in Part 2.)

Management 195

Management Marketing Technology 195

ShepHyken

APRIL 29, 2022

That’s just one example of an AI-powered application I use frequently. Artificial intelligence is all around us, helping power many of the tools we use every day. . I was recently poking around a clothing company website, checking out a few items but never buying anything. Here’s what it said: . com/paymybill.

Big data 402

Big data Marketing Personalization Customer Service 402

Beyond Philosophy

DECEMBER 7, 2023

I love the phrase, “None of us are as clever as all of us.” 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. Another thing Tom said was that people use employees now to help in the Customer Experience.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

ShepHyken

JANUARY 3, 2024

Our customers are smarter than they were last year (again). They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry.

Customer Service 231

Customer Service Customer retention Customer Experience 231

Beyond Philosophy

JULY 27, 2023

We are discussing authenticity here because one of our podcast listeners asked us to discuss it. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! He only lived in the imagination of us all. So, what about AI? Now, it seems simple.

Customer centricity 195

Customer centricity Personalization 195

ShepHyken

APRIL 1, 2024

I have added my comments about each article and would like to hear what you think too. 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?

Government 190

Government Customer Service B2B B2C 190

Beyond Philosophy

SEPTEMBER 1, 2022

So, today we are going to talk about intuition. Many of us want a quick answer we can trust from somebody who would know. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening.

Analytics 370

Analytics Consulting Consulting Personalization 370

Beyond Philosophy

MARCH 29, 2024

Job candidates get ghosted by companies during interviews, and vice versa. Contacting people about products or services can take time and effort. Despite these changes, we should keep our communication personalized and well-researched. Professional settings aren’t spared either. Take LinkedIn, for instance.

Personalization 221

Personalization Technology 221

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Beyond Philosophy

OCTOBER 26, 2023

A listener, Irene Beard, is starting her own company. Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. Before we get into that, I thought I would mention that Beard contacted us as part of our “I’m in a pickle!

Banking 221

Banking Consulting Consulting Personalization 221

ShepHyken

FEBRUARY 2, 2022

I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. That’s what this follow-up is about. It was about keeping our home looking nice.

Feedback 313

Feedback Customer Service Personalization Customer Experience 313

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." This doesn't make companies evil, but you have to acknowledge their true nature and priorities. Quit gaslighting about automation too. "AI Or that only 23% of U.S.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Beyond Philosophy

JULY 14, 2022

Today we will talk about how to be funny and use humor to your advantage. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive. It can be good for our relationships. . Doctors used bleeding to relieve pressure from an excess of one of the humors.

Coaching 413

Coaching Consulting Consulting Personalization 413

ShepHyken

MARCH 18, 2024

I have added my comments about each article and would like to hear what you think too. 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.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

Beyond Philosophy

SEPTEMBER 30, 2023

However, our listener Brian Williams wrote into us with a pickle. His company is facing rising costs and are debating the merit of raising prices over additional fees and vice versa. Unable to decide—or just wanting an outside perspective—they wrote to us to find out what we think. It is a quite a pickle.

Customer Experience 195

Customer Experience 195

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. However, it also gave them direct access to us.

Technology 488

Technology Consulting Consulting Accountability 488

ShepHyken

JANUARY 4, 2023

We have an exciting year ahead of us. And in the world of customer service and CX, there is much to be excited about. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . Just as we want our customers to come back, we want our employees to stay.  .

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

Beyond Philosophy

APRIL 15, 2023

We have made mistakes in our lives. One of the great things about having a podcast is that we can share information. In this episode, we share some stories about things that have gone wrong. Our hope is that you can learn vicariously through us without having to suffer through similar pains yourself.

Consulting 195

Consulting Consulting Customer Experience 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. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Healthcare 221

Healthcare Engineering Banking Accountability 221

ShepHyken

DECEMBER 12, 2023

Every interaction the customer has with us, from learning about our company, our marketing messages, the sales experience and then anything after the sale, is all part of the customer experience. Respond Fast – I love to talk about the Jimmy John’s experience.

Sales 227

Sales Customer Experience Customer Service Customer Support 227

ShepHyken

NOVEMBER 21, 2023

The lockdown has changed our customers’ perspective on how they want to spend their time. ” “The Amazon effect is when other organizations train our customers on the type of experience that they expect. They no longer compare us to other companies in our industry.

Personalization 222

Personalization Self service Chatbots Customer Support 222

Beyond Philosophy

AUGUST 18, 2022

Cain says people think about leaders and people who change the world as extroverts, and many of them are. Situational Psychologists agree that we have differences, but those are less significant than how we interact with our environment. Gregariousness, which relates to how to like the company of others.

Personalization 367

Personalization Consulting Consulting Management 367