Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. In my global Customer Experience consultancy, I have refused to work with some organizations. We also discovered that when they were squeaking, we would add resources to manage their accounts. You can also reallocate your resources.

Airlines 248

Airlines Accountability Banking Telecommunications 248

Beyond Philosophy

MAY 22, 2021

In the early days of my career, I thought the customer was always right. Sometimes they are really, really wrong, from how they abuse your systems to how they tax your resources to how they talk to employees. Customer Experience Information & Resources. You should fire customers in these cases. Complete this short survey.

Consulting 273

Consulting Consulting Surveys Customer Experience 273

Beyond Philosophy

JULY 16, 2022

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. Customer Experience Information & Resources. Our second, extra pickle, comes from Elizabeth, who asks, how is inflation affecting people’s ability to buy? Do you have a business pickle?

Consulting 394

Consulting Consulting Surveys Customer Experience 394

Beyond Philosophy

NOVEMBER 12, 2022

Colin thought maybe he was feeling so pessimistic about everything because he is getting old. So, he polled his followers on LinkedIn a few days ago to see what they thought. Customer Experience Information & Resources. However, uncertainty is a difficult environment in which to move forward with business.

Management 221

Management Consulting Consulting Surveys 221

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. Here are my top five picks from last week. Yes, I said that.

Customer Service 146

Customer Service Advertising Chatbots Self service 146

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. My friend and fellow customer service expert, John DiJulius, shares his thoughts on how AI is benefiting both customer and employee satisfaction. Here are my top five picks from last week. It’s making them better.

Customer Service 190

Customer Service Call Center Chatbots Call center experience 190

Beyond Philosophy

OCTOBER 19, 2023

In their analysis, they thought the wit made the poster a better choice. And Then There’s Cognitive Depletion to Consider Our two cognitive systems do not require the same resources. Therefore, if we are low on a resource, we are more likely to choose the one that requires less of that resource.

Journey mapping 221

Journey mapping Sales Surveys Education 221

Beyond Philosophy

AUGUST 20, 2020

Engaging in that task on our phone requires more cognitive resources. Attentional Blindness describes how we focus our attention on what we are doing, which blocks out what is happening around us and distracting thoughts unrelated to the task. For my part, I’ve never really thought about the effect of using different technology.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

JUNE 8, 2023

I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. Essentially, you are convincing people to commit resources to change, which is not easy for many organizations. In our recent podcast, Context is King!,

Finance 195

Finance Marketing Personalization Accountability 195

Beyond Philosophy

DECEMBER 7, 2023

Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. I think, “It must not be important enough to ensure there are resources to help me.” When the internet was first out, everyone thought it was terrific and it would change everything.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: As I read this article about B2B marketing and CX, I thought that you could write the same article (with a few minor tweaks) about B2C. Here are my top five picks from last week. Bad Customer Service Puts $3.7

Customer Service 151

Customer Service B2B B2C Engineering 151

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. 200 CX Thought Leaders to follow to kickstart 2021 by Engati Team. My Comment: I was surprised and humbled to find myself on this recent list of 200 CX thought leaders. Here are my top five picks from last week.

Customer Service 347

Customer Service B2B Customer Experience Marketing 347

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. Rafael Lourenco, executive vice president at ClearSale shares his thoughts on ways to improve the customer experience. Even though this article focuses on the banking industry, there’s plenty of food for thought here.

Customer Service 269

Customer Service Entertainment Banking Marketing 269

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem. Here are my top five picks from last week.

Customer Service 190

Customer Service Airlines Self service Customer Experience 190

ShepHyken

MAY 27, 2022

Their performance and resourcefulness are marked by their ability to respond to situations with agility and ease. When upgraded technology is aligned with human resources, customer support employee productivity levels rise to the next level as employees can unleash their full potential.?? . Final thoughts . Benefits .

Customer Support 313

Customer Support Employee engagement Call Center Scripts 313

ShepHyken

AUGUST 17, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are a few ideas with commentary from some industry thought leaders CX executives. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Customer Service 231

Customer Service B2B Consulting Consulting 231

TechSee

AUGUST 14, 2023

His goal is to harness the collective intelligence of customer-centric thought leaders to help businesses create better customer relationships. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. At first, I thought, “So what?” And the more I thought about it, the more I realized that this is the way it’s going to be. Here are my top five picks from last week. Why A Sparkler Beats A Candle Every Time by Dan Gingiss.

Customer Service 207

Customer Service Airlines Feedback B2B 207

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. 10 CX Thought Leaders You Need To Follow to Stay In Tune With The Pulse Of The Industry by Othmar Mueller Von Blumencron. My Comment: I’m honored to have made another list of CX thought leaders to follow.

Customer Service 319

Customer Service Customer retention Customer Experience Technology 319

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien.

Customer Service 380

Customer Service Customer Support Surveys Self service 380

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.” So you see, you have many resources at your disposal to help you create an amazing customer experience. Even the best location doesn’t guarantee your success.”

Sales 380

Sales Marketing Customer Experience Customer Service 380

ShepHyken

NOVEMBER 2, 2023

Optimize the Use of Resources Aligned sales and customer service don’t just benefit how you interact with your customers but also prove advantageous to your internal operations. One of the main advantages you can expect is the ability to optimize your resources, including at the point of sales. The next step?

Sales 142

Sales Customer Service CRM Marketing 142

Fonolo

FEBRUARY 27, 2023

Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources. Self-Service is Now a Standard Expectation Today’s customers are more resourceful than ever. To work effectively, they need to be integrated into your contact center strategy. says Sheri.

Self service 142

Self service Contact Center Chatbots Consulting 142

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. The secret to this kind of enviable loyalty is often not just a stellar product (although that definitely helps) but a thoughtful customer marketing approach. Here are my top five picks from last week. What Exactly Is Customer Experience?

B2C 146

B2C Customer Service B2B Marketing 146

Customer Service Life

MAY 16, 2022

But recently I thought, why don’t we just add a link from the first system to the second system eliminating the whole need to copy and paste. The reality is that oftentimes, tools are built a certain way because the designer found the best conceivable way to solve a problem — often with limited time and resources.

Feedback 122

Feedback Engineering Customer Experience Accountability 122

ShepHyken

OCTOBER 12, 2023

Encourage customers to share their thoughts and opinions through SMS, and use this valuable feedback to refine your messaging and improve the overall customer experience. By setting up these rules and triggers, you not only save time and resources but also ensure that your SMS messages are timely and relevant.

Best practices 155

Best practices Real estate Personalization Feedback 155

ShepHyken

APRIL 12, 2021

Each week I read a number of customer service and customer experience articles from various resources. Even though this is retail-focused, these ideas should prove thought-provoking for any type of business. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Customer Service 196

Customer Service Surveys Customer Experience Marketing 196

Bill Quiseng

JULY 18, 2017

Her book is a must-read resource for those intent on delivering an exceptional experience for their customers. At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers. If you want to be a thought leader, having a book is very helpful. Where did you start your career?

Customer Experience 318

Customer Experience Wireless Airlines Education 318

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. Hiver) We spoke to various customer experience thought leaders to get their insights into this topic. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. “I

Customer Service 387

Customer Service Customer Experience Marketing Management 387

Integrity Solutions

APRIL 19, 2024

Salesforce research shows 65% of customers expect companies to adapt to their changing needs and preferences and “be that thoughtful neighbor or co-worker who brings their favorite coffee when they are having a tough week.” The desire for a personalization in the sales experience has only grown in recent years.

Personalization 107

Personalization Sales Scripts Contact Center 107

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. Who would have thought that we’d ever have to be overtly transparent about our health and safety guidelines? There are some solid ideas, some we may have thought about before, but they are coming at us from a different angle.

Customer Service 259

Customer Service Customer Support Self service Customer Experience 259

ShepHyken

SEPTEMBER 17, 2021

It’s a more sophisticated buyer landscape today, with consumers having many digital resources to research and give feedback to their digital communities,” says Jeff Pedowitz, President/CEO of The Pedowitz Group and ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue. Surprise the customer.

Customer Experience 269

Customer Experience Consulting Consulting Customer Care 269

VirtualPBX

AUGUST 29, 2023

Visit the Learn Hub What to Expect in the Customer Learn Hub First, explore a valuable resource in the Learn Hub: the full collection of webinar replays from our well-received Business SMS Webinar Series. This sends you to our contact form where you can pass your thoughts on to our team.

Consulting 98

Consulting Consulting Feedback 98

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Customer success communities allow members to network, carry on conversations, and share resources. Promoting CS thought leaders. Soliciting CS opinion polls.

Best practices 115

Best practices SaaS B2B Marketing 115

NobelBiz

MARCH 19, 2024

By monitoring key performance metrics such as efficiency, effectiveness, and adherence to protocols, agent performance dashboards facilitate targeted coaching, training, and resource allocation decisions, ultimately elevating the quality of customer interactions.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

Vistio

SEPTEMBER 30, 2021

In an attempt to help weed through the vast number of influencers, consultants and leaders out there, we have constructed a list of leaders in the CX field that are great resources to utilize to help you stay on top of this ever-evolving industry landscape. Mark Hillary, Influencer and Thought leader. Find her research here.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

Steve DiGioia

JANUARY 17, 2022

Product is unusable and resources squandered. “Oh, man, I’m sorry, I thought you meant to do it this way” , John says. “John, why are you doing it like this?”, ”, you say. “But boss, that’s what you told me to do”, John answers back. Don’t you remember?”,

Customer Service 291

Customer Service Management 291