ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics 375

Metrics Customer Service Consulting Consulting 375

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is.

Customer Experience 244

Customer Experience Morale Consulting Consulting 244

Beyond Philosophy

AUGUST 27, 2022

Key Ideas to Improve your Customer Experience. 10:45 Hogarth’s research indicates that there are two environments under which intuitions form, kind and wicked, which has a video that explains it well. Customer Experience Information & Resources. ” However, intuition lives squarely in our brains.

Consulting 354

Consulting Consulting Surveys Customer Experience 354

Beyond Philosophy

MAY 8, 2017

In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint.

Customer Experience 353

Customer Experience Advertising Customer emotions Consulting 353

Beyond Philosophy

DECEMBER 16, 2023

So, where’s the compass pointing for customer insights? Alyona Medelyan, CEO of Thematic ( alyona@getthematic.com ) in Auckland, New Zealand submitted a video for our None of Us Are as Clever as All of Us program, shares her thoughts. 07:53 We roll the video from Medelyan, and talk about our first reactions.

Consulting 195

Consulting Consulting Education Marketing 195

Nicereply

APRIL 21, 2022

Video is one of the most engaging, accessible, and eye-catching ways of promoting and successfully marketing a business nowadays. The rise in video use by so many brands has demonstrated the tremendous value that this type of marketing can bring to a company. Update the information in your videos regularly.

Customer Service 98

Customer Service Scripts Consulting Consulting 98

Beyond Philosophy

FEBRUARY 8, 2024

Language is essential to your customer experience , so today, I thought we could examine why. My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language. Not so much.

Scripts 195

Scripts Consulting Consulting Personalization 195

NobelBiz

APRIL 24, 2020

In episode 4, we talk with Christa Heibel, Founder & CEO of CH Consulting about how she manages to consult businesses in the call center industry in times of crisis. The post VIDEO: Customer Experience vs Customer Service, with Christa Heibel appeared first on NobelBiz®.

Customer Experience 52

Customer Experience Customer Service Consulting Consulting 52

Toister Performance Solutions

OCTOBER 7, 2021

A few years ago, I stopped most of my consulting. Companies that hired any customer service consultant were struggling to see any gains. And I'll share the one time when a consultant probably is the right choice. #1 2 You are not open to change Many leaders hire consultants for validation. Not just my clients.

Consulting 71

Consulting Consulting Customer Service Feedback 71

Taylor Reach Group

MAY 14, 2019

There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. by JD Fairweather. Respond Quickly.

Customer Service 121

Customer Service Consulting Consulting Morale 121

Connecting the Dots

APRIL 16, 2021

Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy. Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey.

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

Beyond Philosophy

DECEMBER 22, 2015

The element of content getting the most attention – and the greatest year-to-year rate of increase – is video marketing, aka rich video. Cisco anticipates that video will represent 70% of consumer Internet traffic by 2017, up from 57% now. And, video is an excellent, highly productive marketing tool. Why and how?

Marketing 231

Marketing Engineering Consulting Consulting 231

Call Design

AUGUST 18, 2020

With an increase in channels for customers and brands to interact, your company has an incredible opportunity to meet your customer where they are with exactly what they need. An omnichannel customer experience will allow your brand to leverage the preferred platforms of your audience to provide a better customer service experience.

Customer Experience 159

Customer Experience Chatbots Best practices Consulting 159

NobelBiz

NOVEMBER 9, 2022

More and more vendors from technology companies are starting to educate on the process: this is what customer experience looks like, redefining what employee experience looks like, starting to have a more consultative approach and education approach because all the technologies.

Education 52

Education Consulting Consulting Technology 52

Beyond Philosophy

OCTOBER 29, 2022

Key Ideas to Improve your Customer Experience. Here are a few other key moments in the discussion: 03:46 We talk about our newest part of the podcast, video; click here to subscribe to the Intuitive Customer video feed for the podcast. Customer Experience Information & Resources. The post FEAR!

Marketing 222

Marketing Consulting Consulting Surveys 222

Beyond Philosophy

OCTOBER 31, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. Here is also a video of Dan Ariely , author of “Predictably Irrational” and professor at Duke University who explains and provides more examples of Loss Aversion. Blogs Customer Experience'

Customer Experience 381

Customer Experience Banking Consulting Consulting 381

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. BusinessInsider.com just posted a great video that demonstrates this concept. Put it in a location that gives your customers the opportunity to see all the other inventory you have that they need to see, even if you only sell online.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. Here is also a video of Dan Ariely , author of “Predictably Irrational” and professor at Duke University who explains and provides more examples of Loss Aversion. We see it all the time.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

DECEMBER 3, 2022

In some ways, your customers are the millionaire in this scenario. Your excellent Customer Experience has made them less sensitive to your improvements. However, if your experience is next to terrible, improvements feel a lot more like $100 to a poor person. Customer Experience Information & Resources.

Consulting 195

Consulting Consulting Surveys Personalization 195

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Watch the full video on YouTube ?. If you’re not serving the customer, your job is to serve someone who is.” - @jtwatkin #CX4Now #CX #CCTR Click To Tweet. Explore Contact Center Trends for 2021. Jeremy Watkin. “If

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Connecting the Dots

DECEMBER 19, 2019

But above all, employ video. Short videos are the best. No one has time to read a page of directions, but people will watch brief videos. My exhibit A is the airline safety video. In the past, NO ONE watched safety videos. Now, at least half of passengers watch the videos.

Education 62

Education Airlines Consulting Consulting 62

ShepHyken

NOVEMBER 2, 2021

Customer Experience Is Science. Creating Proactive Customer Experiences. They discuss how companies can use customer science to provide positive and memorable customer experiences. Or, to show you articles and videos of how you can maximize the use of something you purchased from them.

Journey mapping 179

Journey mapping Consulting Consulting Customer Experience 179

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

AUGUST 20, 2020

I am fascinated by the significance of emotion as drivers of customer experience and behavior. Professor Melumad’s research signals the importance of considering the emotional aspect of an experience. For example, reviews of refrigerators will not be as emotional as reviews of a controversial video on current affairs.

Transportation 873

Transportation Surveys Consulting Consulting 873

Beyond Philosophy

DECEMBER 10, 2022

Key Ideas to Improve your Customer Experience. 09:47 Colin shares an example of what not to do with your experience that encourage people to share content about you with the infamous (and hilarious), United Breaks Guitars video. Customer Experience Information & Resources. Check it out here.

Airlines 171

Airlines Consulting Consulting Surveys 171

ShepHyken

FEBRUARY 12, 2021

She shares different channels and strategies for creating the most convient customer support experience for your customers. According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 85% of respondents believed that the customer experience was vital to success.

Chief Customer Officer 273

Chief Customer Officer Call Center Consulting Consulting 273

Beyond Philosophy

APRIL 20, 2023

So, let’s start at the bottom, my worst decisions, beginning with… Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth.

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

CSM Magazine

OCTOBER 10, 2022

It was the service technician working on my car who had sent me a link to a video regarding my vehicle. This simple video enabled three things. When improving the customer experience, look beyond the basics of just making the transaction process easier.

Customer Experience 52

Customer Experience Advertising Customer centricity Consulting 52

Beyond Philosophy

OCTOBER 9, 2021

Finally, we discuss ways that an organization can use diversity in opinion and viewpoints as the basis for creating new ideas that ensure their brand won’t disappear like a national brick-and-mortar video store in the 2000s. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

FEBRUARY 27, 2020

Here is a video that demonstrates how it worked: To a child, the marshmallow is the monetary equivalent of the Hyperbolic Discount we feel about the $100. If you watched the video, then you see how the kids struggle with self-control, except for a couple, who unapologetically ate the first marshmallow. .

Consulting 468

Consulting Consulting Education Sales 468

Beyond Philosophy

JULY 18, 2016

Many of you will have seen this video of a little girl whose parents surprised her with a new doll? The girl’s parents posted the video on Facebook and it quickly went viral. By providing free doll prosthetics, A Step Ahead shows that it knows its target customers and understands and cares about their feelings.

Personalization 284

Personalization Customer emotions Consulting Consulting 284

CCNG

NOVEMBER 9, 2021

In other words, AI needs to be trained to understand the nuances of an individual business’ customer experience and journey. By first training AI to understand the customer experience in detail, contact center leaders will have the insights on the conversations that can be automated well and those that are best left to human agents.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

Connecting the Dots

DECEMBER 19, 2019

But above all, employ video. Short videos are the best. No one has time to read a page of directions, but many people will watch brief videos. My exhibit A is the airline safety video. In the past, NO ONE watched safety videos. Now, at least half of passengers watch the videos. See Hughes’ video.

Education 62

Education Airlines Consulting Consulting 62

Beyond Philosophy

FEBRUARY 25, 2021

He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history. This global Customer Experience consultancy was named as one of the best management consultancies by Financial Times for the third year in a row this year. appeared first on CX Consulting.

Consulting 195

Consulting Consulting Personalization Management 195

CSM Magazine

MARCH 24, 2023

Take customer service, for instance. The lack of face-to-face interaction makes it more challenging to create an authentic experience. Though challenging, cultivating a positive customer experience is possible. Get Feedback From Customers Before changing your business or site, find out how your customers feel.

Customer Experience 52

Customer Experience Chatbots Accountability Feedback 52

CSM Magazine

MARCH 24, 2023

Take customer service, for instance. The lack of face-to-face interaction makes it more challenging to create an authentic experience. Though challenging, cultivating a positive customer experience is possible. Get Feedback From Customers Before changing your business or site, find out how your customers feel.

Customer Experience 52

Customer Experience Chatbots Accountability Feedback 52