Beyond Philosophy

DECEMBER 1, 2014

The recent announcement by US Airline JetBlue that they will start charging for checked baggage and reduce the legroom on some flights (to add more seats) illustrates the contrast in how different stakeholders view profits vs. the customer experience, and highlights an important behavioral economic principle.

Airlines 418

Airlines Banking Accountability Consulting 418

Nuance

MARCH 8, 2022

The post Join us at HIMSS 2022 appeared first on What’s next. Visit Nuance's What's next blog to see the full content. It’s also a chance to see the latest technology innovations up close—innovations that can help enhance [.] This is a summary.

Healthcare 91

Healthcare Technology 91

ShepHyken

JUNE 7, 2019

Most of these visitors have an expectation that they can tap “call now” or “chat with us” and get an immediate response. Our employees are able to provide a personalized level of service powered by our award-winning technology platform that helps us to deliver attention to detail that consistently differentiates us.

Customer centricity 294

Customer centricity Advertising outsourcing Chatbots 294

Beyond Philosophy

DECEMBER 10, 2021

The one Reichheld and the team at Bain have been using is asking customers, “What’s the primary reason you decided to do business with us?” The Creator of the “Net Promoter” Tells Us How! We explore the many reasons why customers do what they do—and what you should do about it.

Airlines 273

Airlines Metrics Accountability SaaS 273

ShepHyken

OCTOBER 6, 2017

Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. Stoicism] helps us overcome destructive emotions and act on what can be acted upon. […] it’s built for action, not endless debate. Ryan Holiday.

Customer Service 319

Customer Service Personalization Customer Experience 319

Beyond Philosophy

NOVEMBER 25, 2021

So, customer reviews have outsized importance for us when we are making our evaluations. . Our guts told us that the company that scored the highest on the decision matrix was not suitable. Do you have a business problem you would like us to discuss on the podcast? Simply contact us here. My Loss of Power.

CRM 195

CRM Consulting Consulting Metrics 195

ShepHyken

MAY 31, 2019

Most of us are well-acquainted with the term “customer service”. The post Guest Blog: Ways to Improve Your Customer Experience Online appeared first on Shep Hyken. What is the customer experience? But what does “customer experience” mean and how does it differ?

Customer Experience 290

Customer Experience Feedback Construction Personalization 290

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. The post Guest Blog: Persona-lizing the Customer Experience appeared first on Shep Hyken. Shep Hyken.

Customer Experience 295

Customer Experience Personalization Marketing Analytics 295

ShepHyken

DECEMBER 7, 2018

Her question served as a lightbulb moment for us, eventually turning into Text Request , the business texting service we co-founded in the fall of 2014. They told us that normally would take four to five days. The post Guest Blog: How Texting Has Become An Essential Customer Service Tool appeared first on Shep Hyken.

Customer Service 286

Customer Service Healthcare Management Customer Care 286

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. The post Guest Blog: How One Experience Started My CX Passion appeared first on Shep Hyken.

B2C 268

B2C B2B Customer centricity Employee engagement 268

ShepHyken

OCTOBER 12, 2018

And, the cyber world has taught us to abhor the arbitrariness of that gatekeeper. The post Guest Blog: What Time Does Amazon Close? And, it underscored the fact that convenience has a sharper meaning to customers in their time’s up world. Convenience has become the gatekeeper to the important portals of our lives.

Banking 232

Banking Government Customer Experience Management 232

ShepHyken

FEBRUARY 23, 2018

She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. I recently found myself on the receiving end of a recording that told me for the tenth time after being on hold for fifteen minutes that, “Your call is very important to us. They make us feel cared about.

Scripts 230

Scripts Employee engagement Customer Service Customer Experience 230

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. We hold brands we love in high esteem because they make us feel good. The post Guest Blog: Why Customer Satisfaction Is a Myth appeared first on Shep Hyken.

Customer emotions 306

Customer emotions Marketing Customer Experience Customer Service 306

Beyond Philosophy

SEPTEMBER 19, 2019

Causon also spoke to us about their recent research published in their UK Customer Satisfaction Index Report. Most of us interact with them online, but they always keep their promises and deliver when they say they will and keep you informed. Is the US Next? Today’s business world is increasingly focused on automation and AI.

Big data 283

Big data Consulting Consulting Customer Experience 283

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. The post Guest Blog: Five Star Hotel, Minus Five Star Service appeared first on Shep Hyken. What company or organization comes to mind?

Consulting 275

Consulting Consulting Sales Marketing 275

ShepHyken

FEBRUARY 2, 2018

This also reminds us that customer service doesn’t just happen on the front line. Many of us view these pre-wedding parties as the last hurrah, a fling before the ring. We all sat together in the back two rows and the two flight attendants taking care of the back greeted us professionally but were equally as excited for us,” she wrote.

Airlines 213

Airlines Customer Service Surveys Feedback 213

Beyond Philosophy

MAY 3, 2018

Let us know in the comments below. Why Mega-Mergers Threaten Us appeared first on. How big is too big to care about Customer Experience? I cannot tell you for sure, but if this trend continues, we could all find out together. Has your customer experience been affected by a big business merger or takeover? www.theguardian.com.

Wireless 284

Wireless Consulting Consulting Airlines 284

ShepHyken

FEBRUARY 3, 2017

This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. It creates a chain reaction, a tugging at our heart that triggers us to tug on our wallet. The post Guest Blog: Kaleidoscope Service appeared first on Shep Hyken. Shep Hyken.

Customer advocacy 172

Customer advocacy Customer retention Customer Service Customer Experience 172

ShepHyken

SEPTEMBER 21, 2018

We here all the time of wondrous new technology such as AI, VR, Chatbots and the like, that take us further from customers, pushing customers to self-serve and engaging with us as a personal brand. The post Guest Blog: Which Road Is Your Customer Experience On? appeared first on Shep Hyken.

Customer Experience 256

Customer Experience Big data Technology Chatbots 256

ShepHyken

MAY 11, 2018

In this article, let us discuss a few upcoming trends of 2018 that will affect the customer service as well as CX for business and look at some resolutions that you may have to undertake. The post Guest Blog: Customer Service Trends for 2018 appeared first on Shep Hyken.

Customer Service 246

Customer Service B2B Customer centricity SaaS 246

ShepHyken

SEPTEMBER 6, 2019

These data points show us that because consumers are increasingly concerned of the security of their data, trust assurance is highly important for the consumer experience: with higher trust comes loyalty. The post Guest Blog: Mobile, Frictionless and Secure – The Experience Consumers Expect appeared first on Shep Hyken.

Accountability 232

Accountability Technology Personalization Customer Experience 232

ShepHyken

MARCH 29, 2019

Considering, that the US giant accounted for almost half of the US e-commerce market, or $258.22 The post Guest Blog: How to Boost Retail Customer Experience Through AI-powered Price Optimization appeared first on Shep Hyken. Businesses are embracing AI-powered price optimization. What makes such price optimization efficient?

Customer Experience 259

Customer Experience Accountability CRM Enterprise 259

ShepHyken

DECEMBER 14, 2018

While useful, this often does not take into account the specific risks faced by an individual organization. Over three quarters (76 percent) of our respondents told us that they do have routing IT policy procedures. The post Guest Blog: Do customer experience teams take cyber security risks? appeared first on Shep Hyken.

Customer Experience 256

Customer Experience Government Coaching Customer retention 256

ShepHyken

APRIL 6, 2018

In this blog, let us look at a few ways a business can keep a tab on customer experience through continuous testing. The post Guest Blog: How to Keep a Tab on Customer Experience with Continuous Testing appeared first on Shep Hyken. In some ways then, continuous testing can also be looked at as a marketing strategy.

Customer Experience 294

Customer Experience Metrics Marketing Surveys 294

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. The post Guest Blog: Don’t Waste My Precious Time appeared first on Shep Hyken. Shep Hyken.

Self service 199

Self service APIs Surveys Analytics 199

ShepHyken

NOVEMBER 16, 2018

We likewise claim in excess of one gadget that keeps us refreshed. The post Guest Blog: Impact of Technological Advancements on Consumer Behavior appeared first on Shep Hyken. Nearly everyone is living two lives, an energetic online life, and an exhausting disconnected one.

Technology 238

Technology Chief Customer Officer Education Big data 238

ShepHyken

MAY 10, 2019

Costi Teleman is the founder and CEO of IntelligentBee , a tech company focused on outsourced customer support and software development with operations in the US, Australia, and Europe. The post Guest Blog: What is Outsourced Customer Support and Why Do You Need it appeared first on Shep Hyken.

outsourcing 270

outsourcing Customer Support Customer Service Technology 270

ShepHyken

AUGUST 23, 2019

There’s one need that is still among us despite constant changes: customers want an integrated shopping experience. They expect you to meet their needs and demands even when they use different channels to communicate. The post Guest Blog: Omnichannel Customer Service – Why should you implement it in your business?

Customer Service 270

Customer Service Customer retention Self service Sales 270

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. ——————— JOIN US IN NASHVILLE THIS JANUARY FOR CUSTOMER CONTACT WEEK! It Had Better Be!

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ShepHyken

JULY 26, 2019

Basically, each one of us wants slightly more bang for their buck. Basically, each one of us wants slightly more bang for their buck. The post Guest Blog: How to Make Effective Customer Experience Strategies for a Software Development Company? appeared first on Shep Hyken.

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

Cisco - Contact Center

AUGUST 18, 2023

This blog was written by Andre Heller, Program Director of Signpost. Signpost, is an International Rescue Committee (IRC) -led consortium project that creates digital information hubs to equip and… Read more on Cisco Blogs

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Beyond Philosophy

JANUARY 12, 2016

It seems obvious to most of us, but bears repeating: Lying to your Customers is bad business. These two studies show us how to get people to do what you want, a helpful skill for any business person. #3: If you enjoyed this post, you might be interested in the following blogs: You Must Do This at Your Job Interview.

Consulting 268

Consulting Consulting Customer Experience Personalization 268

JustCall

AUGUST 10, 2022

Are you a business owner based outside the States but dealing primarily with US-based clients? This blog post is a thorough, informative guide on how to acquire a US phone number and expand your business. Getting a phone number from the US is a fairly simple task that can ultimately act as a very powerful tool.

voip 52

voip Accountability Enterprise Sales 52

Beyond Philosophy

AUGUST 10, 2016

If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior. The post Telecoms in Mumbai: What It Teaches Us about India and CX appeared first on. Make sure your Customer Experience is ready for any challenge that lies ahead. How to Measure Customer Emotions.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

APRIL 13, 2016

Surely the economics shows us all the error of our ways. Some emotions cause us to form an emotional bond with our brand (like happy and pleased). Each of us has moments that make or break our experience with a brand. If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues.

Consulting 150

Consulting Consulting Marketing Customer Experience 150

ShepHyken

MARCH 1, 2019

One of the freshest ways to communicate with customers and potential ones is the use of video not only by marketing teams but in the entire operations of a company. Our team, for instance, has started to use a video platform called Bomb Bomb , but there are others, such as Covideo and Viwomail.

Customer Experience 262

Customer Experience Chatbots Big data Marketing 262

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken.

APIs 254

APIs Enterprise Government Customer Experience 254