Beyond Philosophy

NOVEMBER 17, 2022

The current environment I describe is very stressful, with many things you cannot control, which makes a few things on the path forward uncertain. So, to help us all cope with the road ahead, I thought we could discuss the 5 Rules for Managing Uncertainty we shared on a recent podcast and our YouTube channel. It rarely does.

Management 195

Management Consulting Consulting Marketing 195

Beyond Philosophy

AUGUST 20, 2020

However, Professor Melumad and the team took great pains to control the temporal proximity variable in their research. Everyone was in the lab, which controls for temporal proximity, so any differences in emotionality the research revealed were not because reviewers were still at the restaurant. .

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

OCTOBER 14, 2023

These versions might not always agree on the decisions made, so once a new version gets control, it might reverse a previous version’s decision. Plus, these versions of us also have two ways of thinking. The outcome could be quite different depending on which system controls the decision.

Sales 195

Sales Management Customer Experience 195

Beyond Philosophy

NOVEMBER 12, 2022

With so many things we can’t control, feeling uncertain about the future economy is normal. So, in an effort to help us all cope with the road ahead, we present the 5 Rules for Managing Uncertainty in this episode, which you can also watch on our YouTube Channel. Please tell us how we are doing! Complete this short survey.

Management 221

Management Consulting Consulting Surveys 221

Beyond Philosophy

OCTOBER 29, 2022

Neither of us is much of a runner. In fact, to get us to run with any kind of speed would require some motivation—like a tiger chasing us. So, why does fear motivate us so much? Safety is an important value for all of us. Safety is an important value for all of us. Please tell us how we are doing!

Marketing 221

Marketing Consulting Consulting Surveys 221

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. Most of us realize that Amazon has built its own shipping and distribution system. I refer to it as feeling in control, even if you aren’t.

B2C 161

B2C B2B Education Customer Service 161

ShepHyken

APRIL 22, 2024

I believe we control our destiny much more than anybody else can do anything to us,” he says. They discuss maintaining a customer-forward business even when scaling up, why the Chewy customer service experience is akin to that of a Disney park or high-end resort, and why the company launched B2B services for veterinarians.

Customer Service 196

Customer Service B2B B2C Advertising 196

Beyond Philosophy

MARCH 10, 2022

What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. . Professor of Marketing at Rutgers Business School, joined us to talk a bit about the magic of luck, one of her research areas. For most of us, barbershop quartet is not a category on our music streaming services.

Marketing 243

Marketing Consulting Consulting Surveys 243

ShepHyken

DECEMBER 8, 2021

It gives them a feeling that they have some control of the situation. None of us want to wait. None of us want to experience a lower level of service. Information: I was told what to expect. When the manager said it would be 10 minutes, that seemed like a reasonable time to wait. Customers love information. Customer service won.

Customer Service 362

Customer Service Management Customer Support Customer Experience 362

ShepHyken

OCTOBER 6, 2017

Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. Circles of Control. Stoicism] helps us overcome destructive emotions and act on what can be acted upon. […] it’s built for action, not endless debate.

Customer Service 319

Customer Service Personalization Customer Experience 319

Beyond Philosophy

SEPTEMBER 3, 2022

Control: How can you keep things moving in the right direction? 26:52 After you improve your experience in a bigger way based on the first three steps, you land at Control, which is where you keep things going and improving continuously. Please tell us how we are doing! Measure: How will you know if what you do is working?

Customer Experience 284

Customer Experience Consulting Consulting Metrics 284

Beyond Philosophy

FEBRUARY 22, 2024

We should determine what is important to us and who we want to be. That means you should take control of it. You might sometimes control the context by leaving, as I did with the copier company. However, until you know what your principles are, it is difficult to tackle these conflicts.

Morale 195

Morale Personalization Education Sales 195

Beyond Philosophy

OCTOBER 5, 2023

Most of us would go for the $5 taco pair because we see that as the base price and don’t consider the additional fees as part of it. Airlines started charging for checked bags around 15 years ago in the US. So, instead of raising the ticket price, many US carriers engaged in Two-Part pricing by adding a $50 fee for a checked bag.

Airlines 379

Airlines Consulting Consulting Education 379

AWS Machine Learning

MARCH 13, 2024

To develop models for such use cases, data scientists need access to various datasets like credit decision engines, customer transactions, risk appetite, and stress testing. Managing appropriate access control for these datasets among the data scientists working on them is crucial to meet stringent compliance and regulatory requirements.

Accountability 87

Accountability Engineering Enterprise Big data 87

Beyond Philosophy

AUGUST 18, 2022

Five areas come up in personality research, often referred to as “The Big Five,” which include: Conscientiousness: This area measures your thoughtfulness and how good you are at impulse control and goal-directed behaviors. Also, they might make us more empathetic by understanding that people think differently from ourselves.

Personalization 367

Personalization Consulting Consulting Management 367

ShepHyken

AUGUST 4, 2023

In 2022 alone, over 422 million US citizens were impacted by some form of data breach resulting in their personal information being exposed to malicious actors. Through the development of seamless physical access control systems, brick-and-mortar businesses can reliably protect customers in a secure and non-intrusive manner.

Customer Experience 156

Customer Experience Technology Accountability Marketing 156

Beyond Philosophy

AUGUST 21, 2017

But I also have my own list of ways business leaders can handle ambiguity: Accept that you cannot control everything. From the future of regulatory issues to whether the new manager you hired is going to work out, there are many things in business – both internal and external – that are beyond your control. Ambiguity is all around us.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Beyond Philosophy

DECEMBER 5, 2022

Instead, I attempt to control the controllable. So, in Florida, where I am at the moment, they used to suppress the wildfires. Now, authorities here have discovered a controlled burn is better for the environment. So, rather than preventing all the wildfires, they control them. At a professional one?

Banking 195

Banking Best practices Consulting Consulting 195

CCNG

JUNE 29, 2021

an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since. One might view the rigor and structure of a health authority inspection (i.e.

CCNG 195

CCNG Contact Center Customer Service Management 195

Myra Golden Media

DECEMBER 30, 2019

Some people use bait tactics to try to get what they want. They’re trying to take your power so that they’re in control. A lot of the time, when a customer uses profanity or yells, they’re baiting you. You must assertively set boundaries for what you won’t tolerate, and you must immediately regain control.

Personalization 246

Personalization Call Center 246

Beyond Philosophy

MARCH 22, 2019

I heard the manager say about the team that you have to control the controllable. It’s a well-used epithet by many coaching organizations—and not just for football. <! –more–> The reason the saying is so well-known is it helps us as human beings cope with uncertainty. How to Manage Uncertainty.

Management 240

Management Coaching Consulting Consulting 240

Beyond Philosophy

NOVEMBER 3, 2022

It can tap into something primal for us humans, which causes almost involuntary responses. We try to control our fear and be calm when we are freaking out inside. Horror movies are a great place for us to try out controlling our fear, or not. We like the excitement of it and the adrenaline boost it gives us.

Marketing 195

Marketing Engineering Consulting Consulting 195

TechSee

JULY 14, 2022

Today, we will dive deeper into one specific channel, the desktop or laptop user, and learn how you can best support these users with the latest TechSee Live capabilities: secure desktop sharing with two way video and remote desktop control. Can you tell us a bit about the measures we have in place to protect the end-user?

Technical Support 109

Technical Support Enterprise Technology Management 109

ShepHyken

OCTOBER 23, 2019

It was out of their control. More than 600 of us got up to stretch our legs and, as most might do after a morning session preceded with coffee, head to the restroom. The difference was that this was in their control. It’s not bad timing when someone has control over a situation. Sometimes things happen.

Customer Service 249

Customer Service Customer Experience 249

Contact Center Pipeline

APRIL 4, 2022

I thought it would take us a few months, COVID would be under control and life would resume back […]. Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I certainly didn’t.

Contact Center 130

Contact Center Call Center 130

Steve DiGioia

APRIL 3, 2023

It was large with plenty of action going on and the service staff seemed to be in control. An employee came to the host stand to get a menu and didn’t look at us. Servers passed the host station, and none thought of acknowledging us patient customers. So, I waited. I’m here, waiting. I’m still waiting.

Surveys 162

Surveys Customer Service 162

ShepHyken

JULY 22, 2022

Let us look at the status page concept and its hidden potential for securing clients’ base and improving customer experience during downtime. . Let us be honest; even if our business depends on third-party services, we are too busy to check them out every minute to ensure everything is fine. Provide Control Over Situation .

Customer Experience 179

Customer Experience APIs Customer Service Management 179

Global Response

DECEMBER 21, 2023

Cultural and Language Alignment with Customers Cultural and linguistic alignment makes a massive difference in the quality of customer service provided, and it’s obvious that US-based call centers will have a stronger cultural and linguistic alignment than those that are located further away.

Call Center 62

Call Center outsourcing Finance Healthcare 62

ShepHyken

JUNE 5, 2023

In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate. It is not about budget, headcount, or who has control. Quotes: “The customer should be at the center of all your decisions.

Best practices 217

Best practices Customer Experience Technology Customer Service 217

ShepHyken

SEPTEMBER 7, 2022

He was so impressed with their communication that he shared it with us. On Monday morning, Lynn called and left a voice mail to inform us that the item had shipped and when to expect delivery. It creates confidence and credibility and gives the customer a sense of control. . The short letter contained the following: .

B2C 179

B2C B2B Personalization Sales 179

ShepHyken

JUNE 4, 2019

There are many areas in which marketers no longer have control of a company’s brand. Social media puts control into the hands of the customers, which can create problems when customers use social media as a megaphone to advertise their issues with a company.

Advertising 278

Advertising Marketing Analytics Sales 278

TeamSupport

APRIL 12, 2024

Self-service support gives customers the ability to control their experience at their pace, while building a sense of confidence in the brand. By giving customers control of their experience, they can discover answers at their own pace and give helpful feedback to the agents. Take a product tour or book a demo with us today.

Self service 52

Self service Customer Support Technology Metrics 52

ShepHyken

DECEMBER 3, 2021

While maintaining some semblance of controls, the company allows the customer service team and field leadership the ability to solve the problem, attempting to leave the customer saying “wow!” However, we believe that the above four efforts will get us to that goal…and keep us there. .

Customer Experience 342

Customer Experience Transportation Feedback Metrics 342

ShepHyken

MARCH 31, 2023

We make it unnecessarily difficult for service providers to serve us. And so if we can focus on being really, really clear in our communication, making it easier for them to serve us, then I think we’ll probably get better and faster service,” Toister says. Both want to be on top at times,” Toister says.

Customer Service 167

Customer Service Chatbots Surveys Personalization 167

CSM Magazine

APRIL 18, 2024

The system has already helped the Essex-based company offset more than 200 tonnes of CO2 and achieve net zero running for its fleet of vehicles, as well as reducing paper use by around 20,000 sheets a year.

Management 52

Management Engineering CRM Finance 52

Momentum Telecom

JANUARY 9, 2024

This acquisition is a significant milestone for us as it not only expands our global reach while enhancing our capabilities to provide unparalleled services to our customers,” said Todd Zittrouer, CEO of Momentum. “We are thrilled to welcome Horizon Telecom into the Momentum family.

Management 116

Management Customer centricity Enterprise Service level 116

AWS Machine Learning

APRIL 22, 2024

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Scripts 85

Scripts Engineering Management Benchmark 85