ShepHyken

MARCH 31, 2024

If we don’t have a product or service that meets a customer’s needs, we will go out of business. A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Here are my top five picks from last week. My Comment: Kudos to the government!

Government 201

Government Customer Service B2B B2C 201

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. For example, we all know that we shouldn’t kill another person.

Morale 195

Morale Personalization Education Sales 195

ShepHyken

MARCH 26, 2024

My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., Isn’t that what the best people do? Yes, the steps are simple, but that doesn’t mean they are easy.

Entertainment 212

Entertainment Education Personalization Customer Service 212

Beyond Philosophy

JULY 16, 2022

We hope you enjoy today’s show. Usually, we have one pickle per podcast. Our first pickle comes from Jane, who works at a large business-to-business company. Our second, extra pickle, comes from Elizabeth, who asks, how is inflation affecting people’s ability to buy? Thanks very much.

Consulting 394

Consulting Consulting Surveys Customer Experience 394

Beyond Philosophy

APRIL 4, 2024

Since ghosting is a relatively new phenomenon, we should talk about it here, too. I texted them where we should meet and when and asked them to reply if they could come. Those of us who had years of communicating before these mediums came into fashion might cling to the old ways of doing things longer than those who didn’t.

Personalization 150

Personalization Sales Feedback Technology 150

ShepHyken

APRIL 1, 2024

If we don’t have a product or service that meets a customer’s needs, we will go out of business. A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Here are my top five picks from last week. My Comment: Kudos to the government!

Government 190

Government Customer Service B2B B2C 190

CX Accelerator

JANUARY 14, 2024

We have big time news for CX Accelerator! Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way. It is meant to be a gift to the CX community as we navigate these challenging times together. We'd be honored to have you!

Customer Experience 182

Customer Experience 182

ShepHyken

FEBRUARY 12, 2024

Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service. ” “When we take care of the team who are representing our brand, the result is lower attrition and better performance.” ” “AI can serve as a sherpa for agents.

Brand ambassadors 368

Brand ambassadors Healthcare Contact Center Self service 368

Beyond Philosophy

MARCH 15, 2024

We apologize for being so direct, but the fact is customer crises are inevitable. We doubt it. We share these rules and why they will help in this episode. You will have a customer crisis. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach? Few organizations do.

Customer emotions 221

Customer emotions Management Customer Experience Customer Service 221

ShepHyken

MARCH 5, 2024

It’s important for you to know this, just in case you don’t know who they are. But for some of us who saw the legend for the first time, we might have expected more than just songs. Two of them were Bob Dylan and Ringo Starr (of the Beatles). Both are talented beyond words. They both have successful careers.

Entertainment 201

Entertainment Personalization Customer Service Customer Experience 201

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future. When we have to do something very soon, we are less likely to fall victim to it. We are well aware of all of the commitments we’ve already made.

Healthcare 221

Healthcare Engineering Banking Accountability 221

CCNG

MARCH 6, 2024

A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. We thought that enough was enough. Good thing that at InflowCX we don’t serve the industry serving the contact center world, we serve the contact center industry.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

Beyond Philosophy

MARCH 14, 2024

Today, we will discuss how to avoid this situation in your organization. I wondered who made the plan in the first place since none of us wanted to go. No one wanted to be the one who challenged the boss and looked stupid for doing so. No one wanted to be the one who challenged the boss and looked stupid for doing so.

Personalization 195

Personalization Management 195

Beyond Philosophy

DECEMBER 8, 2023

Now, you might be wondering, aren’t loyal customers the ones who keep coming back for more? In some cases, it’s due to inertia, and distinguishing between the two is what we’ll delve into today. In this episode, we talk about how to make this distinction. Did you know we have a YouTube Channel too?

Airlines 221

Airlines Consulting Consulting Education 221

Beyond Philosophy

FEBRUARY 15, 2024

As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you readers, too. Researchers who study emotions are specific. Suppose we’re trying to make a customer feel cared for or valued. Both are negative emotions.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

CX Accelerator

NOVEMBER 11, 2022

Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Customer Journey Mapping.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

Beyond Philosophy

JULY 20, 2023

So, I thought we would talk about this here, too, because many of you probably are wondering the same thing. So, I thought we would talk about this here, too, because many of you probably are wondering the same thing. Define the Who and the How Much. I was at a drugstore standing before the vitamin shelves the other day.

Marketing 270

Marketing Best practices Customer centricity Engineering 270

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

Beyond Philosophy

NOVEMBER 18, 2023

The reason we regret things depends on the situation. We can regret a purchase we made. We can regret a purchase we didn’t, too. What we regret and how we respond to it requires understanding how regret happens. Inside each of our minds, we have three selves. There is also the Ought Self.

Marketing 195

Marketing Customer Experience 195

ShepHyken

JANUARY 5, 2022

While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. We’ve been following the news reports on the severe tornadoes that impacted your area and wanted to reach out. Please let us know if there is anything else we can do for you!

Personalization 434

Personalization Customer Experience Customer Service Sales 434

ShepHyken

JANUARY 10, 2024

I experienced something worth sharing recently, and we can take at least three lessons from it. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. And is it her fault or the manager who oversees the ticket counter agents? What was it?

Customer Service 227

Customer Service Airlines Customer Experience Management 227

Beyond Philosophy

MARCH 7, 2024

What brought this up was a podcast listener who had a pickle they wrote us about. We asked millions of questions from thousands of business people in hundreds of companies. Then, once we sorted through it all, we identified the Emotional Signature®. She asked the right blokes about this one. Value is fundamental here.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

ShepHyken

OCTOBER 3, 2023

Actually, I believe in the opposite, and it’s one of the concepts we teach in our customer service training workshops. I’ve said it before – I don’t agree with the saying that the customer is always right. It is this: The customer is NOT always right. … But, they are always the customer, so let them be wrong with dignity and respect.

Customer Service 376

Customer Service Customer Experience Management 376

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. ” Since AI is only doing the math, what matters is how much importance the programmer puts on the inputs and who decides them. However, it could be that magic is the wrong word. These are the Y.

Technology 370

Technology Engineering Marketing Consulting 370

Beyond Philosophy

JANUARY 12, 2024

Customers don’t like getting hassled during their purchases with extra steps or queries that question whether they are who they say they are. 07:07 We begin our discussion about how to be diligent about fraud and security while still providing an easy and excellent customer experience. Not so fast.

Customer Experience 221

Customer Experience Personalization Management 221

Beyond Philosophy

JULY 13, 2023

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. But, unfortunately, we don’t get it; we cannot understand the context. It all happens beneath the surface.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

CCNG

DECEMBER 6, 2023

They join millions of other fanatics who are pouring into the sport at unprecedented velocity. We can feel the shift all around us. We, as humans, are hard-coded with the need to belong to a meaningful tribe. But wow are we missing the boat. If loyalty matters to us…both for our employees and our customers…we must fight.

CCNG 195

CCNG Healthcare Consulting Consulting 195

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. Students choosing for future class sessions selected more variety than those who chose the day for the upcoming session.

Personalization 221

Personalization Sales 221

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. 28) can’t be empathetic.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

FEBRUARY 14, 2023

Consider this question: If your company could be like any other company, what would you want it to be like? In business, we compare ourselves to the competition. We often look at market share as one of the success criteria. If we’re losing market share to a competitor, we analyze why. It’s not about what you want to be.

Surveys 372

Surveys Customer Service Marketing 372

Steve DiGioia

FEBRUARY 7, 2022

There’s always that one employee who refuses to follow directions. Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it. But even one who gives you a line like this; “ Is it really that important that I’m wearing my name tag?

Enterprise 345

Enterprise Management Accountability Customer Service 345

ShepHyken

MARCH 18, 2024

Do You Know Who Your Competition In Business Really Is? My Comment: Let’s kick off this week’s Top Five with another excellent article from my friend Dan Gingiss, who writes about your competition – and it’s not who or what you think. Here are my top five picks from last week. I love repeat business.

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196