Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Except, of course, when changing those systems or operations. How to Measure Customer Emotions.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

Toister Performance Solutions

JANUARY 7, 2021

We had just presented the inn with a customer service exceptionalism. What are customer service exceptionalisms? Exceptionalism are situations where a customer asks for something extra or unusual that would not normally be expected. Listen and respond to the customer's emotions.

Customer Service 71

Customer Service Airlines Advertising Customer emotions 71

Help Scout

AUGUST 5, 2021

These descriptions of burnout were recently shared with me by customer service professionals. Though it is not a medical diagnosis, burnout afflicts far too many customer service staff. Why are customer service professionals so prone to burnout? Customer service staff care.

Customer Service 135

Customer Service Management Customer centricity Customer emotions 135

Bill Quiseng

NOVEMBER 8, 2023

Neil Armstrong, of course. With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? So shouldn’t customer service be customer care? Who is Number Four? (By

Customer Care 88

Customer Care Customer emotions Education Customer Service 88

Toister Performance Solutions

MARCH 28, 2019

Every week, I hear from customer service leaders whose employees are struggling with customer service. Here are some solutions that customer-focused organizations are using right now. Here are some solutions that customer-focused organizations are using right now. There's no budget! We're too busy!

Customer Service 72

Customer Service Customer emotions Contact Center Metrics 72

Beyond Philosophy

AUGUST 1, 2019

The Three Skills for Frontline Teams to Manage Customer Emotions. It comes down to three skills: Understanding the significance of customer emotions. Identifying what emotion the customer feels. Knowing how to manage the customer’s emotions to a valuable place.

Journey mapping 374

Journey mapping Customer emotions Scripts Consulting 374

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Customer Service 85

Customer Service Self service Wireless Customer emotions 85

Beyond Philosophy

NOVEMBER 18, 2014

Presenting a consistent experience to your Customers across channels requires planning and coordination. If everyone at your organization is sending the same, agreed upon and defined message, there is no way Customers can get the wrong one. Of course, we all know that a big part of that is having agreement on the message.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

NOVEMBER 11, 2014

They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

JULY 17, 2017

Goldstein has hit on a key point about customer experience. It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction. Digital technology can enhance the customer experience. Hesse didn’t talk about customer emotions.

Technology 332

Technology Consulting Consulting Customer emotions 332

ShepHyken

DECEMBER 9, 2016

Satisfaction is basically the absence of negative emotion: if the customer experience delivered what the customer expected and nothing more or less, they are satisfied. In this sense, satisfaction is the fulcrum between positive and negative emotions. Customer Experience = Customer Emotion.

Customer emotions 307

Customer emotions Marketing Customer Experience Customer Service 307

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. Which leads me to…. Rule #5: Lead from the top.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

Beyond Philosophy

OCTOBER 8, 2014

These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). Consider the pay phone. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Toister Performance Solutions

JULY 30, 2020

It's the ability to politely, yet quickly move along a customer service call. Golden is a certified master de-escalation instructor and customer experience designer who has an impressive call control course on LinkedIn Learning. How do you use call control skills with upset customers?

Contact Center 77

Contact Center Call flow Customer emotions Accountability 77

TechSee

AUGUST 26, 2020

Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive. However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. How can MX create effortless experience for employees and customers?

Self service 124

Self service Customer effort Multichannel Metrics 124

Beyond Philosophy

SEPTEMBER 26, 2019

Not always, of course, but if you were unknown, it might do better for you to get negative press than to get none at all. At Beyond Philosophy, we have always tried to be at the cutting edge of Customer Experience, pushing the boundaries. In my first book, I wrote about customers’ emotions and the emotional experience.

Entertainment 277

Entertainment Sales Consulting Consulting 277

Beyond Philosophy

OCTOBER 8, 2014

These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). Consider the pay phone. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

These days, the only one who uses them are people who are having affairs and don’t want their call history to show up on their phone (I’m joking, of course!). Consider the pay phone. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

VocalCom

JULY 2, 2020

The benefits, for both agents and customers, are numerous and include, notably, a 24/7 support, an omnichannel relationship, a more intuitive experience, enhancing both customer loyalty and agent satisfaction, a reduced time for resolutions and high positive contact rate, and, of course, reduced costs.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

bold360 Blog

APRIL 29, 2020

How we deliver customer service. How we engage our customers. But in reality, customers just want help. What does it mean to be your customer’s hero? Being the hero right now means more than just customer service. 3 keys to delivering hero-class customer service? How we do things.

Journey mapping 52

Journey mapping Customer emotions Wait times Technology 52

TMP Direct

APRIL 22, 2021

Second, the explosive growth of widely-available cloud services and machine-learning tools has put powerful new AI capabilities in the hands of call centers to improve customer service in all forms. AI-enabled conversational agents, for example, are expected to handle nearly 20% of all customer service requests by 2022.

Call Center 52

Call Center Benchmark Interactive Voice Response Customer centricity 52

Toister Performance Solutions

JUNE 1, 2017

I often get calls from customer service leaders who want to do some training for their team, but face a few challenges: Budgets are limited. Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course. Never Miss a Post!

Customer emotions 64

Customer emotions Consulting Consulting Personalization 64

VocalCom

FEBRUARY 25, 2019

Training agents to develop their soft skills is important for such a situation, as using proper language and exuding genuine respect are critical to communicating in a way the customer appreciates. Reassure the customer by describing the solution. To further empower the customer, give options whenever possible.

Contact center software 48

Contact center software Customer emotions Contact Center Sales 48

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Interactions

MARCH 26, 2020

After a few failed attempts to cancel the missing card on a bank’s website and mobile app, you get rerouted to call their customer service line. Using emotion detection, conversations can be tailored and adjusted to fit the exact needs of a particular customer at the time of care, without the customer having to ask.

Customer Care 71

Customer Care Contact Center Customer emotions Customer retention 71

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Customer Service 167

Customer Service Education Self service Healthcare 167

Beyond Philosophy

DECEMBER 22, 2015

There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings. In addition, consumers themselves are contributing to the explosion in available content.

Marketing 231

Marketing Engineering Consulting Consulting 231

JustCall

MARCH 6, 2023

Here are some areas of improvement for call center agents: Improving communication skills: Clear and effective communication with customers is essential to provide excellent customer service. Improving time management: Managing time effectively is crucial in handling a high volume of calls and meeting customer service targets.

Coaching 52

Coaching Call Center Scripts Construction 52

CSM Magazine

SEPTEMBER 17, 2020

Exceptional customer service is the backbone of any good call centre. However, even the most talented agents and experienced managers don’t always equate to the best possible service. Dissatisfied customers can be turned around and converted back into paying clients with the right handling of a phone call.

Analytics 52

Analytics Customer Experience Average Handle Time Metrics 52

Balto

NOVEMBER 28, 2023

Once the root causes behind low scores are identified, decision-makers within a contact center can start implementing personalized coaching sessions for agents to overcome their weaknesses and improve their performance in different customer interactions. Not to mention, customer surveys tend to be skewed.

Quality management 52

Quality management Call Center Management Contact Center 52

C3Centricity

OCTOBER 1, 2019

The above personal example I give is one way that the hotel staff ensure they have enough time to correct whatever is not a “ superior experience ” as they term their own desired service level, and to continue to offer total customer satisfaction. Customer service to Amazon means going beyond customer satisfaction alone.

Marketing 72

Marketing Customer centricity CRM Transportation 72

Beyond Philosophy

JUNE 1, 2015

Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization. That said, there is also lots of commoditization and passivity where these programs are concerned – sort of the “If You Build It, They Will Come” syndrome at work.

Airlines 211

Airlines Entertainment Consulting Consulting 211

Tethr

NOVEMBER 13, 2020

You’ve seen them before in a product, support or customer service email or on a piece of content you’ve just read. Where unrefined tonal sentiment analysis misses the mark in customer service and CX. Both are helpful, of course, but for business people syntax matters,” explains Dixon. “No Those were the days, eh?

Analytics 63

Analytics Airlines Engineering Construction 63

Amplifai Coaching Category

JUNE 26, 2019

Despite all our collective emphasis on customer experience, culturally, and via systems that drive more customer intel to Customer Service Reps (CSRs) so they can deliver improved Customer Experience (CX), I'm still having challenges when I contact my own service providers. ICMI Featured Contributor Article.

Coaching 40

Coaching Customer emotions Consulting Consulting 40

PeopleMetrics

NOVEMBER 1, 2022

By contrast, that same customer does all of their banking online, and since they’re visiting that website over and over again, they’re much less likely to let it slide. In banking, customer experience will primarily revolve around convenience and frictionless customer service interactions. What’s a Customer Journey Map?

Banking 62

Banking Customer Experience Chatbots Accountability 62

JustCall

MARCH 6, 2023

This might involve making changes to your website or product, adjusting your marketing strategy, or improving customer support processes. By providing organizations the ability to see the ’cause and effect,’ enterprises can course-correct and take specific steps to improve the interactions along the customer journey.

Analytics 52

Analytics Journey mapping Metrics Feedback 52