TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

APRIL 6, 2021

Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. Mistakes will happen or there will be miscommunication throughout management, or sometimes people become busy and a little forgetful. . A customer doesn’t buy a product or service. 3) Recover from any service failures. .

Advertising 362

Advertising Consulting Consulting Customer Experience 362

Beyond Philosophy

DECEMBER 29, 2023

Sometimes what we learned was personal, but it has implications for the business world. About Colin Shaw LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ Click here to learn more about Beyond Philosophy’s Suite of Services. How can we help? Complete this short survey.

Consulting 221

Consulting Consulting Customer centricity Education 221

Beyond Philosophy

JULY 16, 2022

Our first pickle comes from Jane, who works at a large business-to-business company. Since I am sure that we are all curious about this issue—both as businesses and consumers—we thought we would include this one as a bonus. In this episode, we respond to both Jane and Elizabeth’s business pickles. How can we help?

Consulting 394

Consulting Consulting Surveys Customer Experience 394

ShepHyken

AUGUST 23, 2022

Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. How much value do relationships have in business? Zhecho also shared their findings on the value relationships have in driving business. Amazing Business Radio with?Shep?Hyken

Journey mapping 307

Journey mapping Advertising Consulting Consulting 307

Beyond Philosophy

APRIL 29, 2023

They want to start a consultancy but don’t know what to do. In this episode, we explore the 10 rules for building a successful consultancy and how they apply to your success. 24:39 Colin gets practical about something that there is never enough of in a new business, money, and how to make sure you get what you are owed.

Consulting 195

Consulting Consulting Customer Experience 195

Beyond Philosophy

AUGUST 27, 2022

Knowing when intuition could be correct and when it might not be is a critical skill for any of us, particularly in business. LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ Click here to learn more about Beyond Philosophy’s Suite of Services. How can we help?

Consulting 354

Consulting Consulting Surveys Customer Experience 354

Beyond Philosophy

FEBRUARY 6, 2021

These jobs might be the most important new jobs in business today. earned her doctorate at Harvard Business School, and now works in behavioral finance for a national investment firm. 12:17 Cheatham explains what drives her crazy about the perspective gap that exists with behavioral sciences in business. Anne Wilson, Ph.D.,

Finance 482

Finance Consulting Consulting Customer Experience 482

ShepHyken

JULY 9, 2021

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.

Consulting 334

Consulting Consulting Enterprise B2B 334

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels.

Customer Service 357

Customer Service Chatbots B2C Consulting 357

Beyond Philosophy

MAY 25, 2022

These measures weren’t bad business principles, but they also didn’t send the best signal to the team. 14:21 We discuss the area of self-service and how some generational differences might drive the channels for future contact centers. Click here to learn more about Beyond Philosophy’s Suite of Services.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

ShepHyken

JUNE 1, 2021

The Role of Energy in Customer Service. Understanding How the 7 Levels of Energy Affects Customer Service . Shep Hyken interviews Natalya Berdikyan, founder and CEO of Life By Design Academy and Frontline Consulting. They discuss how energy affects customer service and experience. This level is about providing service.

Construction 347

Construction Consulting Consulting Customer Service 347

CCNG

OCTOBER 25, 2023

Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years. Her experience brings valuable insights on making an impact in customer experience given opportunities to implement platform changes in the Postal Service. Below are key points from this discussion.

CCNG 195

CCNG Technology Employee engagement Government 195

Beyond Philosophy

DECEMBER 16, 2023

About Colin Shaw LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years. Click here to learn more about Beyond Philosophy’s Suite of Services. How can we help?

Consulting 195

Consulting Consulting Education Marketing 195

Beyond Philosophy

FEBRUARY 29, 2020

Research in Harvard Business Review last year suggested that some companies with poor customer service are terrible on purpose to wear out disgruntled customers so they don’t have to fix customer problems. We discuss businesses that might benefit from this strategy, and which ones would not.

Consulting 382

Consulting Consulting Customer Experience Customer Service 382

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

Customer Service 470

Customer Service Consulting Consulting Wait times 470

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? ” About: Michael Hinshaw is the founder and president of customer experience consultancy McorpCX. which he wrote with Diane Magers.

Customer Experience 231

Customer Experience Customer centricity Consulting Consulting 231

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. Investing in Experience Should Be Core to Business Strategy, Not Discretionary Spend by Ron Shamah (Fast Company) In a tenuous economy, everything is on the chopping block. Here are my top five picks from last week.

Customer Service 163

Customer Service Consulting Consulting Customer Experience 163

CCNG

JULY 19, 2023

Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. Remember that the structure of your task list can be influenced by service levels and expected handle times. Group similar work together when possible.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. Bad customer service is our new normal?

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ Click here to learn more about Beyond Philosophy’s Suite of Services. How can we help?

Customer Experience 284

Customer Experience Consulting Consulting Metrics 284

ShepHyken

DECEMBER 6, 2022

Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. It needs to be intuitive to eventually become “just the way we do business.” The post Amazing Business Radio: Diane Hopkins appeared first on Shep Hyken.

Customer centricity 302

Customer centricity Consulting Consulting Healthcare 302

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

Interactive Voice Response 342

Interactive Voice Response Customer centricity Consulting Consulting 342

ShepHyken

NOVEMBER 2, 2021

Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond Philosophy LLC , a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row.?They Amazing Business Radio with?Shep?Hyken

Journey mapping 179

Journey mapping Consulting Consulting Customer Experience 179

DMG Consulting

MARCH 27, 2024

Agent empowerment is a growing area of focus for contact center leaders, and WFM vendors are helping to address these needs by delivering expanded self-service capabilities via enhanced mobile apps.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

OCTOBER 26, 2021

Customer First, Business Second. Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. Most of the time businesses focus on operational efficiency, revenue, and profits. New York Times ?bestselling

SaaS 184

SaaS B2B Consulting Consulting 184

ShepHyken

JUNE 7, 2022

Shep Hyken interviews Ian Johnston, Founder of Quinine , a leading strategic retail design consultancy devoted to the power of design that drives innovation and growth. Customer service, virtues, and values will differentiate your brand. Shep Hyken is a customer service and experience expert,? Amazing Business Radio with?Shep?Hyken

Consulting 161

Consulting Consulting Customer Service Marketing 161

ShepHyken

JUNE 29, 2021

Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. At your service’ – Differentiating the experience through amazing customer service. ‘On

B2B 352

B2B Consulting Consulting Marketing 352

ShepHyken

JANUARY 4, 2022

However, The Five9 Customer Service Index 2021 found that: Customers from the US, UK, Germany, Italy, and Spain all ranked phones as the preferred choice when dealing with customer service issues. Shep Hyken is a customer service and experience expert,? Amazing Business Radio with?Shep?Hyken New York Times ?bestselling

Virtual Agent 318

Virtual Agent Interactive Voice Response Contact Center Consulting 318

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. Are we seeing this shift more and more back to relationship-based business? Some companies are automating their customer service process, which includes self-service channels.

Self service 397

Self service Consulting Consulting Surveys 397

ShepHyken

JULY 13, 2021

Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers. Talk to your customers to find out what they perceive as good customer service, what they want, and what they need.”

Consulting 207

Consulting Consulting Customer Service Marketing 207

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Boston Consulting surveyed 200,000 workers across the globe to find what motivates them the most. According to Gallup research , 70% of employees are disengaged at work.

Employee engagement 207

Employee engagement Surveys Consulting Consulting 207

TechSee

APRIL 1, 2024

Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. This AI-guided solution empowers fiber service providers to offer customers a seamless self-installation experience, reducing costs, accelerating activation, and improving overall satisfaction.

Self service 124

Self service Consulting Consulting Contact Center 124

OctopusTech

MARCH 19, 2024

Having a strong online presence is essential for businesses to stay ahead of competitors in today’s digital world. It acts as a very powerful tool to exhibit the products, form confidence, and obtain sales, which are mandatory tools for flourishing businesses. A website works as a virtual shop window for your business.

Consulting 62

Consulting Consulting Engineering Best practices 62

ShepHyken

JUNE 14, 2022

Building the Future of Service for the Next Generation of Customers. Trends That Will Affect Customer Service and Customer Experience. Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and consulting firm. Trend #2 Hybrid AI.

outsourcing 161

outsourcing Consulting Consulting Customer Service 161