Beyond Philosophy

OCTOBER 12, 2023

Endemic Problems With The Planning Fallacy However, from a Customer Experience perspective, the danger is that it happens across the organization. Let me tell you a story that shows you what I mean. However, I love another one called Resource Lag. When we have to do something, we mentally calculate our resources available.

Healthcare 221

Healthcare Engineering Banking Accountability 221

Beyond Philosophy

DECEMBER 6, 2018

I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. Measuring your results is vital to your success in Customer Experience.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. Customer service expert Chip Bell sets the stage with a story. Package” by Chip Bell.

Customer Service 387

Customer Service Customer Experience Marketing Management 387

Beyond Philosophy

JANUARY 14, 2023

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. Customer Experience Information & Resources. Do you have a business pickle? How can we help?

Consulting 243

Consulting Consulting Sales Surveys 243

Toister Performance Solutions

SEPTEMBER 14, 2023

A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. The story became a legend. How to use stories to inspire your team. First, it's about Nordstrom.

Surveys 109

Surveys Coaching Customer Service Feedback 109

Beyond Philosophy

JULY 23, 2022

However, I mention it because it represents what can happen if you neglect to update your customer strategy to invest in your Long Tail business model. In this episode, we explore the implications of the Long Tail strategy for customer experiences and how we can learn a lot from Netflix’s mistakes in this area.

Consulting 243

Consulting Consulting Customer Experience Surveys 243

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. Happy Holidays!

Customer Service 161

Customer Service Self service Customer Experience Personalization 161

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. And the customer is NOT always right !

Customer Service 146

Customer Service Advertising Chatbots Self service 146

Beyond Philosophy

DECEMBER 15, 2021

He and his Customer Experience Steering Committee came up with a virtual version of the traditional car-buying and service experience and implemented it in record time. I learned about this story on a CX Network Live event. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 207

Customer Service Customer Experience Surveys Management 207

Beyond Philosophy

FEBRUARY 13, 2021

Customers buy habitually, and that’s great when their habit is to buy from you. Changing customer habits is essential in this case, and requires a deep understanding of why customers have the habits they do. Understanding customer triggers. Distract your customer from their existing habit.

Government 448

Government Consulting Consulting Customer Experience 448

Steve DiGioia

JULY 10, 2023

It’s a story that’s all too common in the business world. Employers invest significant time, energy, and resources into training new hires, only to see them leave shortly after. After all, if the employee is just going to leave anyway, it can feel like a waste of time and resources. Of course, we do.

Technology 130

Technology Personalization Customer Service Management 130

Beyond Philosophy

FEBRUARY 26, 2022

Do you know when in your experience customers decide to buy from you or not? Otherwise, how can you design an appropriate environment to get customers to decide to do what you want? This story is more than a Roman history lesson. I mention it because customers also “cross the Rubicon” when they decide things.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Fonolo

JANUARY 31, 2023

Yes, training agents to use the phones and customer management systems is important, but agents must also learn and practice ‘soft-skills’ like empathy and active listening every day. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. You probably have your version of this story for some part of your life, too. Personalization is a way of showing potential customers that you respect them.

Personalization 195

Personalization Advertising Technology Marketing 195

ShepHyken

JANUARY 11, 2022

Changes Customer Experience Teams Need to Make to Meet the Demands of the “Now” Customer. Top Takeaways: The old perceived notions of control and measures of customer success are misused or no longer relevant in the new era of CX. Some metrics may even lead to customer neglect.

Average Handle Time 167

Average Handle Time Metrics Customer Service Marketing 167

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni. Pun intended!)

Customer Service 312

Customer Service Entertainment Coaching Self service 312

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Customers are getting survey fatigue.

Customer Service 288

Customer Service Surveys Customer Experience Feedback 288

ShepHyken

JANUARY 29, 2020

The third entrepreneur thought for a moment, and then she said, “I wish that every day I will have a long line of customers who can’t wait to buy my ice cream.” With that, the third entrepreneur reaped the success of a never-ending line of loyal customers. While those are helpful, what really matters is that you have customers.

Sales 380

Sales Marketing Customer Experience Customer Service 380

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth. Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer.

Customer Service 161

Customer Service Entertainment Personalization Customer Experience 161

Beyond Philosophy

DECEMBER 11, 2021

However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition. Not surprisingly, it takes standing out from everybody else to fit in with customers. Key Ideas to Improve your Customer Experience.

Best practices 273

Best practices Consulting Consulting Surveys 273

ShepHyken

MAY 6, 2019

Each week I read a number of customer service and customer experience articles from various resources. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Team Support) Feedback matters in the customer-centric era of business we work in. How do you retain customers’ trust?

Customer Service 281

Customer Service Customer centricity Feedback Personalization 281

Beyond Philosophy

SEPTEMBER 10, 2022

Our Emotional Signature research measures the level of emotional engagement you have with customers right now and determines what the really want from you. Key Ideas to Improve your Customer Experience. 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

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. This is a story about how kind, little things can go a long way. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines.

Airlines 215

Airlines Customer Service Customer Care Best practices 215

ShepHyken

DECEMBER 11, 2017

Each week I read a number of customer service articles from various online resources. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. My Comment: It’s the time of year when we give gifts to the people we care most about, and for some of us that includes customers and people we work with.

Customer Service 192

Customer Service Customer centricity Technology Customer Experience 192

ShepHyken

JANUARY 1, 2019

Shep’s opening monologue addresses the question of how new technologies have changed–and haven’t changed–customer service. Skip wrote the book as a novel rather than a nonfiction piece because stories are remembered 22 times more than facts. When backed up by story, facts are more engaging to a reader or audience.

Technology 272

Technology Customer Service Personalization 272

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 331

Customer Service Customer centricity Government Upselling 331

VirtualPBX

AUGUST 29, 2023

The All-New Strategy Hub for VirtualPBX Customers If you’ve landed on our blog, you’re probably already aware that our biggest priority is our customers. But beyond that, we recognize the impact that these tools can have on the productivity, profitability, and overall experience of our customer’s customers.

Consulting 98

Consulting Consulting Feedback 98

ShepHyken

OCTOBER 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. 4 Major Customer Service Faux Pas by Holger Reisinger . Business 2 Community) When someone reaches out to your customer service team, more often than not, they’re experiencing some sort of issue. by Jay Baer.

Customer Service 257

Customer Service Customer Experience 257

ShepHyken

JUNE 16, 2020

Facial Coding in the Customer Experience. How to Read and Respond to Customers’ Emotions to Deliver Better Service. They discuss how emotions affect the customer experience, and how facial coding can help employees better understand and respond to their customers’ emotions. About: Dan Hill , Ph.D.,

Customer emotions 200

Customer emotions Customer Service Customer Experience 200

CSM Magazine

APRIL 9, 2024

Performance Analysis : Metrics such as throughput, cycle time, and resource utilization are essential for process optimization. How can we improve resource allocation? Performance analysis evaluates efficiency, resource utilization, and compliance. It answers questions like: Which activities consume the most time?

Construction 52

Construction Scripts Metrics 52

TechSee

MARCH 2, 2023

As a potential customer, you want to set expectations upfront and understand how other companies have practically benefitted from an AI solution. As a potential customer, you want to know if competitors have proven results in the real world, especially in similar use cases or with similar objectives. If so, how?

Enterprise 109

Enterprise Coaching Chatbots Self service 109

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. Customer service isn’t just a box to check. It’s the pillar that enables customer success, unlocks customer satisfaction, creates brand loyalty, and propels organizations towards sustainable growth.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

Toister Performance Solutions

JULY 1, 2021

You have to walk the talk if you want your employees to be customer-focused. 1 Clarify your vision Give employees a customer service vision to follow. This is a shared definition of outstanding customer service that gets everyone on the same page. The other did not. Here are seven ways to do it. #1

Customer Service 100

Customer Service Contact Center Coaching Accountability 100

ThriveableBiz

APRIL 11, 2023

But let’s throw to the great business guru Peter Drucker who said “there is only one purpose for a business and that is to create a customer … the foundation of the business and keeps it in business. If you don’t roll with the evolving world of your customer, you’ll be left behind. They alone give employment” 22.

Advertising 98

Advertising Marketing Sales Personalization 98

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. What does a customer service culture look like?

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139