Beyond Philosophy

SEPTEMBER 21, 2023

Part of that is because service quality and delivery speed come into that high-quality assessment. When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation. Surprisingly, many non-number factors have a lot more sway for customers.

Construction 221

Construction Marketing Personalization Management 221

Beyond Philosophy

JUNE 22, 2018

When I need work done at the house, I always get three quotes. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. Now, I know I do this, particularly with the house quotes, but people do not always know they are avoiding the extremes.

Sales 360

Sales Consulting Consulting Customer Experience 360

ShepHyken

MAY 15, 2020

He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. In this article, I’ll share these experiences and then offer some tips to restore customer trust. I’ve written many blog posts about a certain car manufacturer — none of them positive.

Contact Center 338

Contact Center outsourcing Quality management Marketing 338

Beyond Philosophy

MARCH 31, 2015

Baseball great Yogi Berra has been quoted as saying “When you come to a fork in the road, take it.” Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Branches allow for direct contact with individuals and businesses important for the sales of financial services.

Banking 310

Banking Airlines Self service Finance 310

Beyond Philosophy

SEPTEMBER 7, 2015

Here are just a few powerful ways that any company can use social media to engage with their customers: If customer service is important to you, and it should be, then have someone (or a team) be part of your social service strategy. Repurpose content from your blogs and articles. Have a YouTube strategy.

Advertising 416

Advertising Engineering Consulting Consulting 416

Nicereply

NOVEMBER 23, 2023

Quotes can be powerful reminders. Customer satisfaction is at the heart of successful Customer Experience (CX). But staying focused on customer satisfaction can be tough with so many daily tasks and goals. Quotes can be powerful reminders. For those in the CX field, these quotes can serve as daily motivation.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

ShepHyken

JUNE 18, 2019

Does a Bad Customer Experience (CX) Really Matter? They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Customers stop doing business with companies for a number of reasons.

Feedback 262

Feedback Surveys Marketing Metrics 262

Enghouse Interactive

JANUARY 5, 2021

Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. In this post, we highlight some of the key developments of last year in a review of our top blogs from 2020. Optimising for contact centre remote working.

Self service 40

Self service Service level Technology Customer Service 40

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. But when you’re fighting product fires , helping customers, and managing a team, you can’t afford to waste time on unhelpful books. Notable quote: “ How do we get people to act on our ideas? Being a support manager is a demanding job that requires constant learning.

Management 98

Management Call Center Metrics Entertainment 98

Beyond Philosophy

AUGUST 5, 2021

However, is there a difference between pricing for service and pricing for a product? . ” Before I take a deeper dive into this answer, perhaps I should first define the difference between a product or service. Introductory marketing classes list the differences between products and services.

B2B 195

B2B Consulting Consulting Benchmark 195

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , says that video could be the missing link between your customer and the expert in the contact center. Watch The Intuitive Customer YouTube Channel here.).

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

TeamSupport

NOVEMBER 11, 2020

“ To retain the customers you have, you must help them achieve the outcomes they need.”. This concept, as detailed in the new whitepaper by ServiceXRG, illustrates how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance. Deliver Quality Service Outcomes.

Customer Support 98

Customer Support Coaching Engineering Education 98

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

VirtualPBX

AUGUST 5, 2021

Text messaging services allow savvy businesses to streamline customer correspondence, increasing sales and customer satisfaction. Today’s VirtualPBX 5 blog will show you five simple and effective text message service strategies that the pros use to capture more business. Giving Quotes / Placing Orders.

APIs 98

APIs CRM Sales Feedback 98

Beyond Philosophy

OCTOBER 18, 2019

We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service. If your customers are making decisions intuitively, then that’s better than customers thinking about it. The two serve as two decision-making systems.

Airlines 225

Airlines Consulting Consulting Benchmark 225

ProProfs Blog

DECEMBER 12, 2019

Every business aims to be customer-centric now. Only a company that makes its customers’ prime focus can stand out from the crowd and gain recognition. Customer support? Whatever be the case, it is only a good customer experience that can make you recommend it to your loved ones. . Customer Service Quotes.

Customer Experience 120

Customer Experience Customer Service Advertising Customer retention 120

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Accountability 243

Accountability Customer Support Surveys Personalization 243

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. These days, there are three things I focus on when it comes to customer service. How do you scale up?

Customer Service 168

Customer Service Multichannel Call Center Contact Center 168

Beyond Philosophy

MARCH 31, 2022

It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs. Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. We even got a quote nine months ago but didn’t act on it. My initial reaction was dismay.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Beyond Philosophy

MARCH 12, 2015

I love watching what people, and Customers do. Have you ever got three quotes for a service and thought. Your Customers would raise their hands during this TED talk also. What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. I know I did.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

SEPTEMBER 7, 2023

Understanding how customers evaluate pricing can help you correctly price your products or services. However, before we delve deeper into that, let’s first cover the three different consumer psychology theories about how customers evaluate pricing. Speaking of Pickles, do you want a business problem solved? Click here !

Advertising 221

Advertising Education Sales Marketing 221

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? With that in mind, I want to pause for a moment and echo the words of Jeff Toister in his brand new book, Customer Service Tip of the Week.

Customer Service 104

Customer Service Contact Center Personalization Customer Experience 104

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

MAY 4, 2016

Will this bring a totally new meaning to the term The Naked Chef normally associated with Jamie Oliver and a whole new concept in customer experience. London Restaurant Brings a Different Customer Experience. Forbes quoted Lyall on his new concept. A London restaurant brings naked dining to the city.

Customer Experience 284

Customer Experience Advertising Customer emotions Consulting 284

Eptica

APRIL 28, 2020

Author: Manuela Pifani, CXellence Consulting This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Check back later in the week for further insight on customer service in the age of COVID-19. Share this page on: Tweet.

Best practices 79

Best practices Consulting Consulting Customer centricity 79

Beyond Philosophy

DECEMBER 10, 2015

People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing! Creating a great memory of your experience in your Customer’s mind is critical to creating Customer Loyalty. The Remembering Self is Where Loyalty is Formed.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

TeleDirect

MAY 6, 2024

These are platforms where a business can direct all of its customer communication. It provides an efficient and knowledgeable source for customers to contact when they run into a question or concern. As we just discussed, the term call centers and contact centers are big umbrella services. What Does an Outbound Call Center Do?

Call Center 62

Call Center outsourcing Contact Center Customer retention 62

Creative Virtual

OCTOBER 6, 2021

By Susan Ott, Customer Success Manager. As we find ourselves making our way, 18 months and counting, in this new normal it is a safe bet that the world of AI-powered self-service isn’t going anywhere. One industry that has experienced an influx in the need for self-service is Insurance.

Self service 92

Self service Contact Center Technology Personalization 92

TeleDirect

MAY 6, 2024

Our contact center services eliminate phone-related stress, save you time, and provide the relief your business needs. Professional call center services & contact center services When business comes calling, who’s there on the other end of the line? Customer service is the cornerstone of every successful operation.

Call Center 62

Call Center Contact Center Real estate outsourcing 62

Spearline

AUGUST 12, 2022

Over the last number of years DEI has been the feature of many blogs, articles and white papers. In this blog I will set out to explain what this is and how it impacts our hiring here at Spearline. But how does this actually impact how we attract, hire and retain employees? A pretty good analogy to sum up this topic.

Education 98

Education Contact Center Management 98

Customer Guru

OCTOBER 16, 2018

Customer Experience is the only true differentiator for brands today. “ Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. Quote Source: [link]. Quote Source: [link]. ” ~ Business Dictionary.

Customer Experience 129

Customer Experience Analytics Customer Service Technology 129

Cisco - Contact Center

FEBRUARY 1, 2021

In this webinar, you’ll hear from Omar and Sheila on five essential elements that contact centers need to deliver to compete in this experience economy: The ability for customers to connect when they want, how they want. End-to-end visibility on customer experience interactions with your business. All New Webex Contact Center.

Contact Center 111

Contact Center Transportation Customer Experience Wireless 111

Bill Quiseng

NOVEMBER 23, 2021

During my time at the properties, these individuals personified customer care over customer service. I also want to thank customer service speakers Steve Curtin, Shep Hyken, and Adam Toporek and leadership speaker Rick Olson who wished me well beyond a simple “Get well soon” card.

Customer Care 78

Customer Care Customer Service Personalization Management 78

JustCall

NOVEMBER 23, 2022

Sales reps often interact with potential customers to set the sales process in motion. By reaching out to prospects and nurturing them, SDRs turn them into long-term customers. Sales reps cannot waste time asking random people to buy their products/services. A lead might or might not turn into a long-term customer.

Sales 52

Sales Inbound sales B2B Outbound sales 52

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52