Steve DiGioia

FEBRUARY 7, 2022

It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. I love this description of company standards from The Hartford Company: “Your standards define how your company acts, which, in turn, builds trust in your brand.

Enterprise 345

Enterprise Management Accountability Customer Service 345

Beyond Philosophy

NOVEMBER 1, 2017

Big banks have proven yet again that they cannot be trusted to do what is best for the consumer. A bank can keep charging improper fees, or setting up fake accounts, or whatever else it can think of, because it knows that a consumer won’t follow through when only a small amount of money is involved. And this time, the U.S.

Banking 276

Banking Consulting Consulting Accountability 276

Beyond Philosophy

MARCH 9, 2016

Zig Ziglar, author and renowned speaker, said, “If people like you they’ll listen to you, but if they trust you they’ll do business with you.” So while this is an excellent concept, how do you make people like you and what’s more, trust you? I wrote a post about small talk , getting people to trust you.

Personalization 284

Personalization Consulting Consulting Sales 284

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Trust and the Customer Experience Emotions are an important part of any customer experience.

Consulting 329

Consulting Consulting Customer retention Customer Experience 329

Beyond Philosophy

MARCH 3, 2022

However, it is not only for critical decision-making; it also includes small decisions. If a general crossed it with an army, the Senate saw that as grounds for treason. The story is that Julius Caesar crossed it and said, “Now, the die has been cast.” These psychological barriers are not insurmountable.

Journey mapping 195

Journey mapping Personalization Consulting Consulting 195

Beyond Philosophy

MARCH 10, 2015

You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. More serious mistakes could be that as a Doctor, you misdiagnosed a life threatening condition that results in serious consequences for your patient and his or her loved ones. We all make mistakes.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Beyond Philosophy

JUNE 7, 2017

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. The Rise of Authenticity.

Government 304

Government Advertising Surveys Marketing 304

Beyond Philosophy

APRIL 24, 2017

Big lies lead to small chances of being trusted. Moreover, you were very unlikely to trust the source that lied to you again or at least it would take a lot to earn your trust back. Not surprisingly, trust is one of the most important ones. Not surprisingly, trust is one of the most important ones.

Consulting 317

Consulting Consulting Banking Customer Experience 317

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Trust and the Customer Experience. If organizations as reliable and well known as Target, Apple, Home Depot aren’t safe, who is?

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Totango

FEBRUARY 23, 2023

Chris says, “Your teams should be talking about, ‘What journey do I need to build to get my customer to their outcome?’” Chris suggests that measuring customer health is one of the most important performance indicators to determine whether an account, a segment, or your overall portfolio is healthy or at risk on their journey to success.

Metrics 83

Metrics Upselling Accountability Enterprise 83

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Trust and the Customer Experience. If organizations as reliable and well known as Target, Apple, Home Depot aren’t safe, who is?

Customer retention 225

Customer retention Customer Experience Marketing 225

Nicereply

FEBRUARY 8, 2023

Make small talk Small talk almost always improves the quality of a phone call. But can make a big impact on the customer’s feeling about the call by establishing trust and focusing on something positive. Most customer service communication happens over the phone.

Wait times 105

Wait times Customer Service Personalization Management 105

Beyond Philosophy

MARCH 31, 2022

People talk about inflation like it’s terrible, but it isn’t when the rate remains small and predictable. When an economy is in a state of inflation, there are economic repercussions and an erosion of trust. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. So, in short, it’s not bad.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Beyond Philosophy

MAY 21, 2021

However, you can’t believe a thing he tells you. Despite this fact, we like him a lot and enjoy his company. Lying is not excellent behavior, but everyone does it. From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences.

Customer Experience 221

Customer Experience Consulting Consulting Personalization 221

Beyond Philosophy

DECEMBER 10, 2018

An important principle in both marketing and customer experience is that you should listen to your customers. Your customers are the best judges of what you are doing well and what you can improve upon. But today there are so many other ways to interact with customers that surveys seem passe. And consumers are tired of them. How was your stay?”

Surveys 395

Surveys Airlines Feedback Customer Experience 395

SharpenCX

AUGUST 19, 2021

In a short, 15-year time span, Shopify’s shapeshifted into one of the world’s leading supporters of small businesses, now powering more than a million stores and generating more than $307 billion in annual economic impact across the globe. >> >> Download Now: A toolkit to align company leaders on your digital projects.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Russel Lolacher

JANUARY 25, 2021

Are you taking the necessary approach to build customer trust? . “It Trust is essential in any good and great relationship. Can they trust what you are saying to be true? Can they trust you to follow up on your promises? Can they trust you’ll be available when they need you? . How do you build that trust?

Government 119

Government Scripts Personalization Feedback 119

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. Nearly every type of job contains a similar pathway through your first days and weeks, while you try to get to grips with the new reality of your working world.

Customer centricity 208

Customer centricity Education Government Personalization 208

Fonolo

JULY 5, 2023

Does Customer Perception Matter to Small Brands, Too? Customer perception is even more important for small businesses because, when something goes wrong, larger corporations can usually absorb the costs from a PR disaster. That said, small businesses do have an advantage in their ability to respond to the negative perceptions.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

CallSource Insights

NOVEMBER 29, 2022

Your business reputation is what will build trust and loyalty among customers, and it’s also one of the first things that potential customers will take into consideration when deciding whether or not to do business with you. In this article are a few reasons why your company’s reputation matters now more than ever.

Benchmark 97

Benchmark Automotive Feedback Sales 97

Beyond Philosophy

MARCH 6, 2017

The people in the ‘recommendation cluster’ feel cared for and valued, and they trust your company enough to recommend you to a friend. When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. There are two major problems with this kind of thinking.

Consulting 297

Consulting Consulting Customer emotions Customer Experience 297

Callminer

MAY 11, 2020

When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Anh Trinh is the Managing Editor of GeekWithLaptop. lose it and fight with the customer…”.

Management 273

Management Customer Experience Customer Service Coaching 273

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. Nearly every type of job contains a similar pathway through your first days and weeks, while you try to get to grips with the new reality of your working world.

Customer centricity 182

Customer centricity Education Government Personalization 182

Beyond Philosophy

JULY 15, 2021

Glenn Greenwald, lawyer, author, and journalist did a Ted Talk, “ Why Privacy Matters.” That’s because we do some things in private that we don’t want other people to see. . However, when it comes to privacy, we have very little of it these days. The more you know, the creepier it is, from a personal perspective.

Telemarketing 195

Telemarketing Government Consulting Consulting 195

Nicereply

MARCH 17, 2020

Talk about a noble goal! One-on-ones are a great chance for you to build a personal connection and to foster trust with each of your team members. Trusting your manager is a foundational piece of being happy at your job. Trust your team. How can you promote more happiness and well-being among your support agents?

Coaching 88

Coaching Customer Support Feedback Management 88

ClientSuccess

JUNE 29, 2022

It’s also about the little things: the openness a customer feels with you when you’re not talking about work, small anecdotes about your weekend before a call, and the personal relationship that grows between you and your customers. . Having a strong rapport with customers doesn’t come immediately. Want to learn more?

Personalization 59

Personalization Management 59

ProProfs Blog

JANUARY 24, 2020

If I were to ask you what’s the most trusted source for knowing whether a product or service is worth taking? For example, the Cisco Champions Program in which advocates talked about Cisco and the brand offerings across their social media channels. Would you say: Product/service reviews? Research? . Competitor Prices?

Customer advocacy 155

Customer advocacy Marketing Feedback B2B 155

Nicereply

MAY 6, 2021

If not, what are they all talking about? Identify what promoters really like about your company, and start talking about that! People trust recommendations from friends and colleagues far more than they trust your website or advertisements. Take stock of your brand loyalty. Work with your brand advocates.

Marketing 98

Marketing Surveys APIs Advertising 98

Beyond Philosophy

JANUARY 28, 2019

Many companies segment customers based on the amount they purchase, e.g., small, medium, and large. There are a lot of reasons for it, which I have shared before. We discussed these five areas in a recent podcast. I have assembled them here for your reference. 5 CX Concepts to Stay Ahead of the Competition.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

APRIL 13, 2016

Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer.

Consulting 282

Consulting Consulting Marketing Customer Experience 282

Taylor Reach Group

APRIL 9, 2020

To get them to tell you, you’ll need to gain their trust. Lead listening sessions with employees, making the groups small enough for everybody to speak but large enough so they can build on one another’s ideas. It is NOT your job to respond to every comment—the less you talk, the more you learn. What else can you do?

Consulting 173

Consulting Consulting Contact Center Surveys 173

ThriveableBiz

AUGUST 27, 2021

Running a small business is one of the most rewarding experiences, and I’m a firm believer that there are lots of opportunities, as long as you know where to look. I’ve lost count of the number of blogs I’ve read on this subject, and they all share what they believe to be the steps needed to get you off the ground. It doesn’t exist.

Finance 94

Finance Government Marketing Personalization 94

JustCall

AUGUST 8, 2023

Running a small business can be tough–but is not impossible–with AI at your fingertips. In the current landscape, small business owners are often seen multitasking. They may write blogs during their downtime (if they’re lucky). They may write blogs during their downtime (if they’re lucky).

Sales 52

Sales Marketing Call Center Accountability 52

CSM Practice

JUNE 11, 2023

It can be as simple as you want it to be, and that’s the point of this blog post: To share the formula for a simple, efficient, and successful account reassignment. Your customer who is being reassigned may come with questions and objections that we will cover in the blog post. This is great, but can also be a hindrance.

Accountability 59

Accountability CRM Management Personalization 59

Beyond Philosophy

DECEMBER 4, 2020

Everyone is saying that the pandemic will be the death of retail. I don’t see it this way, but I think the pandemic will accelerate change and reshape the way customers do retail, both physically and digitally. For example, I bought a sixty-five-inch television a little while ago. However, you can’t touch and feel products online.

Consulting 195

Consulting Consulting Feedback Personalization 195

IdeasUnlimited

AUGUST 19, 2021

This blog is meant to be your gateway to the world of virtual assistants and we’ll get you up to speed on how to get started today. This includes a wide range of tasks such as checking emails, managing social media, scheduling appointments, data entry, preparing documents, writing blogs and so much more. What is a Virtual Assistant?

Finance 98

Finance Management Personalization 98

Beyond Philosophy

MAY 10, 2017

True loyalty is based on shared values, positive emotional experiences and trust. If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. Can I be loyal to American, United and Delta? What is Loyalty Anyway?

Airlines 344

Airlines Consulting Consulting Education 344