Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. .

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

Feedback 238

Feedback Customer Experience Abandon rate Surveys 238

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Self-service has been one of the most significant trends in all business in the last two decades.

Self service 221

Self service Airlines Chatbots Consulting 221

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. But would customer service ever make the highlight reel of such an event?

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. Ask the Experts: How AI is Impacting CX? _.

Customer Service 277

Customer Service Automotive Chatbots Airlines 277

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? So, how can this be?

Technology 221

Technology Marketing Self service Customer Experience 221

Beyond Philosophy

DECEMBER 7, 2023

I love the phrase, “None of us are as clever as all of us.” To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint. Another thing Tom said was that people use employees now to help in the Customer Experience.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior.

Government 435

Government Consulting Consulting Customer Experience 435

ShepHyken

JANUARY 26, 2018

Pay attention to what customers are saying. Take advantage of what you are seeing and hearing and then use what you’ve learned to surprise your customers with amazing and exceptional customer service. – Shep Hyken. I have had negative experiences when dealing with frontline staff, and I am sure you have too.

Consulting 208

Consulting Consulting Customer Service Sales 208

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . If you do, you are in the minority. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. I wasn’t surprised by this problem, and I will explain why in this issue. It is critical to mention that my client has done an excellent job prioritizing. NICE Systems, Inc., NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

MARCH 10, 2020

Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome. We think It’s not that I’m a terrible driver. What is an FAE? .

Consulting 448

Consulting Consulting Call Center Personalization 448

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. Hello, how can I help you today?”.

Customer Experience 229

Customer Experience Airlines Chatbots Personalization 229

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 228

Customer Service Contact Center Technology Big data 228

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Unfortunately, customers do not differentiate between the two parts.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience.

Analytics 316

Analytics B2B Technology Enterprise 316

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing.

Customer Service 209

Customer Service Education Customer Support Management 209

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Now think about how you might feel if your phone was stolen.

Accountability 195

Accountability Call Center Education Consulting 195

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). I highly recommend reading the entirety of the CX Trends Report.

Contact Center 195

Contact Center Upselling Engineering Education 195

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. It didn’t work. .

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

Beyond Philosophy

AUGUST 13, 2020

Do you know what annoys me? When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. After all, how much joy do you need to buy paper towels? By thinking, I mean rational thinking. .

Customer effort 457

Customer effort Government Consulting Consulting 457

CX Accelerator

APRIL 1, 2022

I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. When I began to make my offer, the customer responded with something like: “Look.

Government 266

Government Contact Center Personalization Customer Service 266

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Is it in there at all?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken.

Customer Service 210

Customer Service Customer centricity Enterprise Personalization 210

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. . My sympathy faded, and disappointment replaced it.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. S atisfy – Make it right.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question.

Airlines 273

Airlines Feedback Self service Best practices 273

CX Accelerator

JULY 1, 2020

While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Haircuts: Before: A hairdresser cut my hair.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. There are a lot of reasons for it, which I have shared before. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. what is a Customer Experience?” Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast.

Customer emotions 435

Customer emotions Management Journey mapping Customer advocacy 435

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. It is also the system that will tell you “I don’t feel welcome in this retail environment.”.

Consulting 379

Consulting Consulting Education Benchmark 379

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

Beyond Philosophy

SEPTEMBER 8, 2022

My best was with Maersk Line, the largest shipping container company in the world. Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. It is surprising how often this gets skipped and bad results arrive from cutting it. Rule #1: Define.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

Beyond Philosophy

AUGUST 21, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared.

Transportation 448

Transportation Surveys Consulting Consulting 448