ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. So how can your contact center IVR get there?

Interactive Voice Response 236

Interactive Voice Response Customer Experience Self service Contact Center 236

Beyond Philosophy

MARCH 21, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. So, it’s not a matter of if but when regarding a customer crisis. So, it’s not a matter of if but when regarding a customer crisis. This situation happens everywhere.

Telecommunications 195

Telecommunications Engineering Education Management 195

Beyond Philosophy

MARCH 28, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” There is no silver bullet solution for improving Customer Experience.

CRM 195

CRM Sales Customer Experience Management 195

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

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. Customer behavior can help here.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Steve DiGioia

JUNE 21, 2021

This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots). It was easy for me to get in the frame of mind that these “servers” would do a terrible job and the party’s attendees (our customers) would suffer.

Morale 299

Morale Customer Service Management 299

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. Shep Hyken.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Today, we will look at why customers make instant decisions and what you can do to influence those in your favor.

Advertising 195

Advertising Customer Experience Feedback Sales 195

Steve DiGioia

JUNE 12, 2023

Using a customer’s name is a simple yet powerful way to improve their experience with your business. It’s an effective way to make them feel valued and acknowledged, which can lead to increased loyalty and customer satisfaction. When a customer hears their name, it creates a sense of familiarity and personalization.

Personalization 189

Personalization Customer Service Customer Experience 189

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. I’ve been thinking a lot about trust lately and its importance when it comes to relationships. Without it, a relationship likely won’t survive. The Appliance Repair.

Contact Center 340

Contact Center outsourcing Quality management Marketing 340

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 80

Customer Experience Brand ambassadors Self service Chatbots 80

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The funny thing is that sometimes that motivation is hidden, even from the customer.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

Beyond Philosophy

JANUARY 4, 2024

It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. Preparing to succeed is essential, but do not discount the ability to recognize and seize opportunity as it presents itself.

Customer centricity 243

Customer centricity Morale Finance Education 243

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. He predicts that customers can ask, “Hey!

Airlines 221

Airlines Self service Call Center Personalization 221

Beyond Philosophy

FEBRUARY 29, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. It’s a big splurge for us, and we look forward to it. After I booked it, she commented that the inheritance paid for the cruise. It was our version of Mental Accounting.

Accountability 195

Accountability Finance Banking Management 195

Steve DiGioia

MARCH 25, 2020

It seems like the logical thing to do. I realize the world doesn’t need more stories from me when they’re more focused on the virus. They will succeed – but it will take time. Will we ever care about customer service the same way again? Well…yes, it is. We realize this now more than ever.

Personalization 262

Personalization Management Sales Customer Service 262

Cisco - Contact Center

MARCH 31, 2023

It is with great gratitude and appreciation that we wave goodbye to Cisco Prime Infrastructure. Prime Infrastructure has been helping customers manage their enterprise networks for more than a… Read more on Cisco Blogs

Enterprise 98

Enterprise Management 98

Beyond Philosophy

APRIL 13, 2023

In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. As a member of the grumpy old man society, it was all I could do not to get into it with them about it. It is, in part, influenced by Loss Aversion.

Marketing 195

Marketing Accountability Education Management 195

Beyond Philosophy

FEBRUARY 8, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. I am going to share a British idiom, and you are going to determine what it means. It’s simple enough, yes? ” The Meaning: It’s as simple as that.

Scripts 195

Scripts Consulting Consulting Personalization 195

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Understand what your customers want from your experience: Customers have goals, too.

Customer Experience 444

Customer Experience Wait times Consulting Consulting 444

GetFeedback

JULY 14, 2018

A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey.

Surveys 74

Surveys Feedback Best practices Metrics 74

Beyond Philosophy

AUGUST 31, 2023

Sometimes your customers have to wait. You would rather that wasn’t necessary, but it is reality. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. ” It’s an old but good paper. It’s irrational but true.

Wait times 221

Wait times Airlines Call Center Benchmark 221

Steve DiGioia

AUGUST 16, 2021

Or is it that you’d rather not share information with others? You don’t want them to see you’re “faking it ‘till you make it”. Leaders value the experience of their team and use it to everyone’s advantage. The people who do the work each day know more about the job than the managers who rarely get out of their office.

Construction 245

Construction Personalization Management Customer Service 245

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. It’s at an all-time low for the last 17 years. 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?

Technology 221

Technology Marketing Self service Customer Experience 221

Beyond Philosophy

APRIL 9, 2020

However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Lieberman shared what she learned and how we can apply it to generate customer-driven growth. It’s not a tremendous amount of money, but it was enough.

Consulting 435

Consulting Consulting Finance Accountability 435

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. However, it can be interpreted in several ways. It’s not just about interaction with sales or customer service.

Customer Experience 321

Customer Experience Entertainment Sales Healthcare 321

Beyond Philosophy

DECEMBER 8, 2022

People tend to be less sensitive to improvement the more things improve. 9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. I like it here.”

Consulting 195

Consulting Consulting Metrics Personalization 195

Beyond Philosophy

JUNE 12, 2017

But as this article explains, complaining can become a nasty habit that makes our lives seem worse than they really are. We witness it all the time in our customer experience consultancy. We see complainers among front-facing employees when we use customer mirrors to analyze the experience from the customer’s viewpoint.

Morale 377

Morale Consulting Consulting Engineering 377

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. She asked the right blokes about this one.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. When we have to do something very soon, we are less likely to fall victim to it. When I ask you whether you’re willing to do something, you simulate how hard it would be. How much time would it take? Here’s another example.

Healthcare 221

Healthcare Engineering Banking Accountability 221

Beyond Philosophy

JULY 27, 2023

However, authenticity is more complicated than you might think at first. We are discussing authenticity here because one of our podcast listeners asked us to discuss it. They are struggling with it in their experience and want advice on authenticity. Now, it seems simple. It cannot be authentic.

Customer centricity 195

Customer centricity Personalization 195

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Customer Service 211

Customer Service Airlines Feedback B2B 211

Beyond Philosophy

OCTOBER 11, 2018

We all want to sell more. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. It works, or charities wouldn’t do it. So how do we do this? Robert Cialdini, Ph.D.,

Sales 344

Sales Call Center Marketing Personalization 344

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

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. We’ve all seen it. You can’t compare customers to kids! First of all, we’re all customers.

Inbound sales 66

Inbound sales Marketing Personalization Customer Service 66

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.

Engineering 221

Engineering Consulting Consulting Best practices 221

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer.

Consulting 383

Consulting Consulting Call Center Metrics 383