ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. If we don’t have a product or service that meets a customer’s needs, we will go out of business. My Comment: What is customer science?

Government 210

Government Customer Service B2B B2C 210

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. If we don’t have a product or service that meets a customer’s needs, we will go out of business. My Comment: What is customer science?

Government 198

Government Customer Service B2B B2C 198

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. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. Graham Hill is a guy I follow and read on LinkedIn a lot.

Personalization 195

Personalization Advertising Technology Marketing 195

Beyond Philosophy

NOVEMBER 11, 2021

So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. . The 5 Rules for improving the customer complaint process are: Read between the lines. Rule #1: Read between the lines.

Consulting 383

Consulting Consulting Call Center Metrics 383

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Here are my top five picks from last week.

Customer Service 184

Customer Service B2C B2B Customer Care 184

Beyond Philosophy

FEBRUARY 10, 2022

We spoke with Ryan Stuart ( @rstuart85 ), Founder and CEO of Kapiche , a platform specializing in helping organizations use the data they have collected. To learn more about that situation, we hosted the ACSI’s managing director David VanAmburg in a recent podcast.) That means 70 percent were either flat or declined. (To

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This concept is easier to deliver than ever, thanks to how we collect data and track customers. Here are my top five picks from last week.

Customer Service 177

Customer Service Advertising B2C Big data 177

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Here are my top five picks from last week.

Customer Service 163

Customer Service B2C B2B Customer Care 163

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: We kick off this week’s Top Five roundup with an excellent article on the most popular topic of the day (probably the year), AI.

Customer Service 198

Customer Service Call Center Chatbots Call center experience 198

Beyond Philosophy

JULY 13, 2023

Moreover, there’s no way to tease out what those connections mean. Those who have read The Hitchhiker’s Guide to the Galaxy might agree that it’s a bit like the supercomputer Deep Thought telling us the answer to the question of life, the universe, and everything is 42. It all happens beneath the surface.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I believe we control our destiny much more than anybody else can do anything to us,” he says. Here are my top five picks from last week.

Customer Service 204

Customer Service B2B B2C Advertising 204

Beyond Philosophy

APRIL 20, 2023

Starting this newsletter, for one, if, for no other reason than I might share what I learned with all of you. Either way, it’s hard to sell what you don’t understand. Plus, my boss used to call me every night and ask what I did that day, which I hated. Read about them online. Spend time there.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

Beyond Philosophy

AUGUST 25, 2022

For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. As customers, we often think of that time on hold or in customer service from our perspective. So, how can you create a proactive experience in your organization?

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

JUNE 25, 2020

In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. Embrace that we don’t choose between experiences, but between the memories we have of experiences. ” Define what you want a customer to remember.

Management 472

Management Entertainment Consulting Consulting 472

Beyond Philosophy

SEPTEMBER 26, 2020

How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? We do these things because we often overestimate how much variety we want in the future. We all overestimate our need for variety in the future. Key Takeaways.

Journey mapping 397

Journey mapping Consulting Consulting Customer Experience 397

Beyond Philosophy

MARCH 7, 2024

So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. What brought this up was a podcast listener who had a pickle they wrote us about. Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives. Value is fundamental here.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. So, what to do with this list?

Customer Service 362

Customer Service Government Customer Experience Marketing 362

ShepHyken

JUNE 30, 2021

So, after you read this, I urge you to go back and read the original article. Instead of focusing on what you can’t do, focus on what you can do. As you interact with them, ask yourself, “Is what I’m doing right now going to make my customer come back the next time they need what we sell?”.

Management 432

Management Customer Service 432

Beyond Philosophy

AUGUST 11, 2022

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). Then, we sat for an extra 45 minutes on the tarmac while the airport found us a gate. So, we must try something else. I did it to see if I was becoming a grumpy old man or if others had noticed this too.

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

JUNE 3, 2023

You often have to get the budget approved for what you might spend and then when you want to spend it, you get approval again. When you read it written out like that, it sounds super inefficient and completely silly. However, my guess is that many of you that are responsible for a budget know exactly what we mean.

Personalization 195

Personalization Management Customer Experience 195

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. What’s the silver bullet there?

CRM 195

CRM Sales Customer Experience Management 195

Beyond Philosophy

FEBRUARY 22, 2024

However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discussed here. Knowing what you stand for and where your boundaries are is essential.

Morale 195

Morale Personalization Education Sales 195

Beyond Philosophy

FEBRUARY 8, 2024

I am going to share a British idiom, and you are going to determine what it means. We will be on the honor system, so score yourself as you go along. I wanted to start this week’s issue with this exercise because it denotes the importance of language and the words we use. I feel what you are feeling.

Scripts 195

Scripts Consulting Consulting Personalization 195

ShepHyken

JANUARY 26, 2022

We’ve covered survey length before, and that’s not what this is about. It’s because I believe that most of my comments are never read. The short, paraphrased version of the email was simple: “You spoke, and we listened. This is what we heard you say you wanted, and here’s what we are doing.”

Surveys 311

Surveys Airlines Feedback Customer Service 311

Beyond Philosophy

FEBRUARY 13, 2021

Years ago, I read the Charles Duhigg’s book, The Power of Habit, and have been obsessed with habits ever since. In it we learn the habitual cycle of customer behavior and also how to change habits using the different parts of it. Here are the critical points we make regarding each of the 5 rules: Understand your customer habits.

Government 448

Government Consulting Consulting Customer Experience 448

Beyond Philosophy

APRIL 29, 2023

Not only that, but we also added in 5 more bonus rules for 100% more rules. They want to start a consultancy but don’t know what to do. So, we are here to help. In this episode, we explore the 10 rules for building a successful consultancy and how they apply to your success. Check it out here.

Consulting 195

Consulting Consulting Customer Experience 195

Beyond Philosophy

FEBRUARY 29, 2024

It’s a big splurge for us, and we look forward to it. As she said it, I thought, “Sure…but with that booking, we have now spent that money 27 times.” ” We haven’t, of course, but the idea here was that we mentally allocated that money toward the cruise and had done so with that money numerous times.

Accountability 195

Accountability Finance Banking Management 195

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Specifically, we can create higher levels of personalization and use data to better understand our customers. This is Dan’s take on it.

Customer Service 204

Customer Service Government Customer centricity Customer Experience 204

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. Many of us want a quick answer we can trust from somebody who would know. We should not trust our intuition; it’s not always right, only sometimes. What is Intuition?

Analytics 370

Analytics Consulting Consulting Personalization 370

Beyond Philosophy

AUGUST 12, 2020

We’ve recently trained some of our clients on journey mapping. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things. To advance people’s thinking about how to create customer journey maps, we have five rules.

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

Beyond Philosophy

NOVEMBER 2, 2023

Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Once we settle on an option, we stick with it if we must make the same one again. We order ready-made meals from a company called All Plants. We choose from a list, and then the meals arrive frozen.

Personalization 221

Personalization Sales 221

Beyond Philosophy

AUGUST 4, 2022

We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech. However, what Dr. Turner says matters is how much weight is placed on the “X.” Moreover, we have not reached the point where AI decides its inputs’ importance; human beings did.

Technology 370

Technology Engineering Marketing Consulting 370

Beyond Philosophy

OCTOBER 1, 2020

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. I have too.

Journey mapping 447

Journey mapping Consulting Consulting Customer Experience 447

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. It’s ongoing, and we must always move forward or risk having to play catch up to the competition. It’s what you do.

Customer Service 175

Customer Service Morale Customer retention Marketing 175

ShepHyken

APRIL 7, 2021

The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office. So, back to the idea that customers are smarter and know what they want. They know how to buy.

Upselling 351

Upselling Customer Service Sales Customer Experience 351

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: What makes some companies and brands great? This is a taste of what they do to create a better customer, guest, and fan experience.

Customer Service 171

Customer Service Contact Center Customer centricity Banking 171

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. “I 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 397

Customer Service Customer Experience Marketing Management 397