Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Here are some tips for building a winning customer experience strategy.

Customer Experience 175

Customer Experience Self service Advertising Chatbots 175

Beyond Philosophy

OCTOBER 12, 2016

From the searches we instigate online to the products we order (and when) to the movies we choose in our Netflix Queue, sometimes it seems as if every move we make ends up in a database somewhere. Although, to be honest, I don’t think it is possible to improve on the perfection of Pet Rock 1.0! We live in the data age.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

MAY 22, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it.

Consulting 360

Consulting Consulting Feedback Personalization 360

ShepHyken

FEBRUARY 19, 2019

How to Get the Most Out of Your Customer Feedback. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue… He talks about the best ways to handle negative online reviews.

Feedback 193

Feedback Metrics Surveys Customer Experience 193

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. How we think influences how we behave, especially as customers.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. Focus on the ROI of CX improvement. Segment your customers into personas.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. For example, not so long ago, people didn’t want to migrate to online banking.

Airlines 354

Airlines Banking Technology Customer emotions 354

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Can Artificial Intelligence Improve Your Customer Service? I have seen incredible strides over the past few years as these technologies improve. Here are my top five picks from last week.

Customer Service 210

Customer Service Best practices Contact Center Chatbots 210

Beyond Philosophy

FEBRUARY 16, 2023

Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. Decisions are more straightforward with fewer options, particularly when unfamiliar with the product or service. I have had this problem many times, but most recently regarding purchasing a heater for my home.

Consulting 195

Consulting Consulting Marketing Management 195

Beyond Philosophy

MARCH 27, 2017

A few days ago, company president Jeff Jones decided to quit after just six months on the job. But Jones’s departure, in my view, is just a symptom of the larger problems that are dragging down Uber’s reputation and, ultimately, its customer experience. There’s been no shortage of media coverage of Uber’s troubles. immigration ban.

Airlines 337

Airlines Consulting Consulting Engineering 337

ShepHyken

NOVEMBER 7, 2018

You can order online or use an app on your smartphone or tablet. You know when your pizza is being prepped when it comes out of the oven and when it’s on its way. I wrote the book, The Convenience Revolution , and identified six “Principles of Convenience,” one of them being delivery. So, they improved.

Technology 225

Technology Customer Service Customer Experience 225

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

Beyond Philosophy

SEPTEMBER 25, 2017

Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience.

Big data 284

Big data Journey mapping Consulting Consulting 284

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Chatbots 369

Chatbots Customer Service Best practices voip 369

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. We discussed how to measure customer emotions on our recent podcast. The most common way to measure emotion is the Net Promoter Score (NPS). Your most loyal customers are promoters and have high NPS scores.

Customer emotions 324

Customer emotions Consulting Consulting Customer Experience 324

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Beyond Philosophy

FEBRUARY 27, 2020

People end up wanting way more money than they rationally should for delaying a week. It describes how we disregard the value of something when we have to wait for the benefits of it over time. In other words, we would rather have an immediate reward than one in the future, even if the future reward is higher than the one today.

Consulting 468

Consulting Consulting Education Sales 468

Beyond Philosophy

JULY 26, 2018

My colleague Professor Ryan Hamilton of Emory University discussed Reference Points in our recent podcast and how they are fundamental to the idea of customer expectations. Your Customers Have Expectations, Too. The way we evaluate everything is comparing it to something else, including Customer Experiences.

Real estate 330

Real estate Morale Customer Experience Consulting 330

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? Five Ways to Humanize Customer Service by Jeff Toister.

Customer Service 205

Customer Service Self service Customer Care Technology 205

Beyond Philosophy

FEBRUARY 27, 2017

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. This is a great example of a company listening to its customers and giving them what they need and want out of a rewards program.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

JUNE 7, 2017

Without trust, people are hesitant to buy your products or use your services; they hesitate to invest in, vote for or otherwise support you, because it’s just too risky. So how do you build trust into your Customer Experience? But what does this mean for your company or organization? The Rise of Authenticity.

Government 304

Government Advertising Surveys Marketing 304

Beyond Philosophy

MAY 15, 2017

We know that shopping habits are changing, and more consumers are spending money online. The thing to bear in mind here is that while consumers are increasingly focusing on online shopping, their spending hasn’t completely converted to the digital space. Key insights for customer handholding. Look at customer psyche.

Omni-channel support 333

Omni-channel support Marketing Sales Technology 333

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

Beyond Philosophy

AUGUST 21, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. The focus was on customer-generated reviews, like restaurant reviews.

Transportation 448

Transportation Surveys Consulting Consulting 448

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Coaching Feedback 88

Beyond Philosophy

APRIL 20, 2023

Either way, it’s hard to sell what you don’t understand. Read about them online. That way, we don’t spend a lot of time and money bringing the wrong candidate up to speed. Out of the Frying Pan Into the Fire In my 20s, I sold photocopiers, but I didn’t like it. Spend time there.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Customer Service 217

Customer Service Customer centricity Self service Metrics 217

Fonolo

MAY 11, 2021

With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. This is why setting and managing customer expectations and their perceptions is key. Six Crucial Contact Center Trends The Will Shape 2021.

Advertising 108

Advertising Wait times Education Service level 108

Nicereply

APRIL 29, 2024

Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. They allow you to take a closer look at your performance and take the steps to improve for the future. If you receive negative feedback during your time at work, your manager is likely pointing out areas where you may need to improve.

Feedback 52

Feedback Construction B2B Call Center 52

Beyond Philosophy

AUGUST 3, 2016

So do your customers. When you are a customer, your pain points are a nuisance. However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones. They didn’t realize how this stipulation played out in a real-world Customer Experience.

Complaint resolution 271

Complaint resolution Consulting Consulting Customer emotions 271

Fonolo

MAY 6, 2021

One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. If you haven’t encountered Visual IVR yet, it’s quickly becoming an essential tool for businesses who prioritize customer satisfaction and brand perception. Direct customers to self-serve tools.

Interactive Voice Response 132

Interactive Voice Response Abandon rate Contact Center Self service 132

ShepHyken

MAY 16, 2017

Kevin Berk on How to get Customers to Want to Leave Reviews. How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance. First Up: Shep Hyken begins his opening comments by asking, “How much does bad service cost your business?”

Feedback 224

Feedback Customer Service Marketing Customer Experience 224

CSM Magazine

JULY 11, 2022

Over time, that evolved into the world we know today, where most of us buy and sell online without ever knowing the identities of the people on the other end. But when things go wrong, customers still want someone to talk to in an effort to solve the problem. There was once a time when you only did business with people you knew.

Customer Service 64

Customer Service Finance Advertising outsourcing 64

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. out of 100, well below the all-sector average of 78.1.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Customer check-ins. Sales to Customer Success Handoff Email Template. Escalations.

Feedback 108

Feedback SaaS Surveys Accountability 108

Callminer

JANUARY 18, 2021

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. Read on to learn how your international contact centre can approach agent management optimisation, procedural improvements and more. Agent Management Tips for International Call Centres.

Best practices 226

Best practices Call Center Contact Center Scripts 226