what-we-do 
ShepHyken
JULY 28, 2021
One of the big concepts we teach in our customer service training programs is the concept of Always. What always happens when customers do business with you? . What are the words your customers use to describe their experience with you? . Let’s talk about what drives the Always experience.
Beyond Philosophy
APRIL 28, 2022
Peter wanted to know what we thought he should do. In another podcast, we discussed Fernando’s problem regarding distinguishing a commodity from the others in the field. However, what Samsung doesn’t have is the picture of an apple on the back. However, their customers keep complaining.
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Myra Golden Media
MAY 27, 2021
Watch the replay to hear my answers to: 4:04: Can you answer how to phrase the USA method if the client received an incorrect item, and we can offer a replacement or refund due to practice and send a small electronic gift certificate while the client is upset she is not going to get the item for an event?
Beyond Philosophy
MARCH 15, 2019
What Can We Do About It? We talk about what we mean by it, how it changes our perception of an experience, and what organizations can do to design Customer Experience strategies that work with irrationality. <! Spoiler alert: It worked out well with the CRM we chose.
Advertiser: Vanilla Forums
What do consumers expect when it comes to CX? Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the “want behind the want” by asking if customer expectations around CX align with community offerings. If customers perceive community as a solution to CX expectations.
ijgolding
NOVEMBER 17, 2016
As we often chat with one another, the conversation at one point came to a question as to why we do the things we do as a CX professional. That seemed like a reasonable question given the challenges we face on a daily basis but we wanted to reach a little deeper and answer that on a more emotional level.
Beyond Philosophy
APRIL 23, 2022
This week we consult Peter about his business-to-business (B2B) customers that push back on price. Peter’s company is not the cheapest, nor do they have plans to be, so he wants to know what he should do about this customer behavior. Do you have a business pickle? Please tell us how we are doing!
Advertiser: Vanilla Forums
What does 2021 have in store for the community profession? What can organizations do to ensure their business remains relevant? What impact has the global situation had on the community and what can we expect moving forward into 2021? Will these unprecedented times expedite the rise of branded communities?
Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact
But how do you take the first step and keep on pace on your transformation -- while executing on the daily operational pressures? We will discuss: New consumer research: How are your customers' expectations changing? CX Maturity Model diagnostic: Where do your CX operations stack up vs. your peers?
Advertiser: Vanilla Forums
What do consumers expect when it comes to CX? What is most important when interacting with a brand, and what is the ideal experience they’re looking for? Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand.
Speaker: Mike Ellis, Vanilla Forums Marketing Manager
What do your customers actually want? How do customers see community as a solution to their customer experience expectations? Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the ‘want behind the want’. Join us to learn: What do Customers Expect from CX?
Speaker: Scott Schoenherr, SVP Operations/Technology, HealthCare Claims Management, Mary Hall, Founder/CEO, CultureWise Consulting and Max Ball, Director of Product Marketing, RingCentral
Join us for an interactive conversation as we discuss: Why is culture so important to a successful CX transformation? How do you get started with assessing your current culture? How do you identify what changes need to be made? What has been the impact of your culture changes to overall CX?
Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA
Highlighting “Make Mom Proud” companies who bravely earn fans by taking actions grounded in the values and behaviors we learned at home – she shows how this unexpected way of working IS what earns admiration from both customers and employees, and leads to long term, sustainable business growth.
Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.
So how do we fix this? We’ll also explain what makes up scenarios, how they benefit the learner, and why this is important to your organization. After attending this webinar, you will: LEARN what makes scenario-based training and how it can be delivered. One great way is scenario-based training.
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