Beyond Philosophy

JANUARY 20, 2020

The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . Suppose I want you to give me $100. You likely have a rule about not giving people $100 when they ask for it. There are ways to overcome these habits.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. Here are the first ten of twenty ideas as to how you can up your customer service game in 2020. Send a surprise “gift” when your customers are least expecting it.

Customer Service 296

Customer Service Sales Marketing Technology 296

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., Here are my top five picks from last week.

Customer Service 278

Customer Service Entertainment Banking Marketing 278

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. So, what is EQ?

Management 195

Management Personalization Call Center Customer Experience 195

Steve DiGioia

SEPTEMBER 5, 2022

Then there’s that 20-something gal working in the fast-food joint with little supervision but always seems to get things done. We know we possess them and it gives us confidence. I thought this way too. Give him a problem and he’ll have a tool for it. Potentially, any of them are. Do You Have an Expert Skill?

Marketing 208

Marketing Customer Service Personalization 208

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. There is no end to the service/CX journey.

Customer Service 175

Customer Service Morale Customer retention Marketing 175

Beyond Philosophy

AUGUST 31, 2023

Sometimes your customers have to wait. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? You would rather that wasn’t necessary, but it is reality.

Wait times 221

Wait times Airlines Call Center Benchmark 221

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. So, if it is a creative task or a complex project that requires a lot of energy-draining rational thought, I don’t do it later in the day. I carry over this self-management strategy to my behavior as a customer. For example.

Government 353

Government CRM Personalization Customer Experience 353

ShepHyken

MAY 8, 2019

The food was great, but the service ended on a sour note. His attitude toward the end of our experience reminded me that sometimes people don’t do what is requested – or even expected – simply because they don’t want to make the little extra effort to take care of their customers. Our server got lazy. Let me share what happened.

Personalization 300

Personalization Customer Service Customer Care 300

Beyond Philosophy

JULY 11, 2019

It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . We also talked about how you can ensure when your customers are deciding on what to buy in your category that they include you in that retrieved set.

Consulting 297

Consulting Consulting Benchmark Advertising 297

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mott. Retail Customer Experience) Sweetwater Sound Inc., Tip number three is all about customer service.

Customer Service 156

Customer Service Entertainment Banking Marketing 156

ShepHyken

DECEMBER 27, 2017

My wife, who knows that I’m acutely aware of customer service issues (Of course I am! That meant she validated my thoughts. This server showed no empathy, wasn’t really listening and felt that an explanation versus an apology would cover for why the food was bad. She said it tasted very dry. Not what she expected.

Customer Service 282

Customer Service Customer Experience 282

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 472

Management Entertainment Consulting Consulting 472

ShepHyken

APRIL 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe. My Comment: This article is an interpretation of a Forrester report focused on customer service and customer experience.

Customer Service 222

Customer Service Chatbots Self service Customer Experience 222

Beyond Philosophy

DECEMBER 2, 2021

Customers do this, too. So, the question I pose today is, what part of your customers’ past would they want to relive? . For example, at our global Customer Experience consultancy, we take clients on study tours. However, they often do it with a fondness that belies their words. People do want to relive their pasts.

Entertainment 221

Entertainment Construction Consulting Consulting 221

ShepHyken

JUNE 15, 2016

One way to make a customer feel appreciated is with a special gift. Now, keep in mind that some companies have policies that their employees are not allowed to receive gifts from customers over a certain amount when you are giving a customer a gift. Give a gift you know your customer will enjoy and appreciate.

Morale 222

Morale Personalization Customer Service 222

ShepHyken

DECEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. My Comment: When it comes to customer service and experience, what drives you crazy?

Customer Service 250

Customer Service Coaching Customer Experience Marketing 250

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D.,

Gamification 265

Gamification Big data Personalization Feedback 265

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. We all collect things we want to keep or believe are important.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. We all collect things we want to keep or believe are important.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

Steve DiGioia

OCTOBER 28, 2019

Why Are You Losing Customers? The fact is, most customers don’t tell you why they left, they simply go away and find someone else to do business with. I’m going to give you 8 simple questions you can ask any customer that will give you some of the best feedback you’ll ever get. Customer Expectations.

Feedback 185

Feedback Customer Service Personalization Management 185

Beyond Philosophy

AUGUST 14, 2017

These are negative emotions and they spell trouble for the overall customer experience. 2. Giving You Leisure Time. Carpeting in boarding areas muffles noise and supposedly gives the boarding area a homier feel, though I question whether a boarding area can ever exactly feel “homey.”. Why would an airport care about this?

Airlines 0

Airlines Consulting Consulting Customer Experience 0

Beyond Philosophy

SEPTEMBER 26, 2019

The interviewer doesn’t sit there and agree with you; they challenge you and give you nasty, challenging questions. Otherwise, why would anybody give you the airtime? Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.” Moreover, it was substantial.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Customer Service Life

MAY 16, 2022

Oh, and her favorite food is mice so it’s a fitting name. This whole experience got me thinking about my work in customer support and customer experience. In my current role, I occasionally interact with customers, learning about some of our internal processes. Why are we doing it this way?

Feedback 122

Feedback Engineering Customer Experience Accountability 122

Beyond Philosophy

FEBRUARY 13, 2017

But it says quite a bit more, too, and none of it good about your Customer Experience. Now, as a customer, I must decide. The presence of a tip jar reflects poorly on the Customer Experience. The Origins and Customs of Tipping. Tips and the amount of them is subject to the country and social customs thereof.

Customer Experience 315

Customer Experience Consulting Consulting Personalization 315

CSM Magazine

MARCH 26, 2024

Among the many industries that have seen this practice are the following: Food and beverages Cosmetics Fitness and clothing accessories Phone Accessories The growing fintech industry has a pretty outstanding growth. White-label products across multiple industries are quite a common occurrence according to Kindgeek.

Finance 52

Finance Banking outsourcing Sales 52

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. We all collect things we want to keep or believe are important.

Customer Service 140

Customer Service Consulting Consulting Metrics 140

Beyond Philosophy

APRIL 15, 2015

More Customers are craving an adventure. This can culminate in trying a new food truck or shopping at a new pop-up store with no reviews to support its reputation. The idea of creating a sense of adventure for Customers isn’t for solely no-name, pop-up stores either. Others give you not one dish, but three little dishes at once.

Journey mapping 310

Journey mapping Consulting Consulting Airlines 310

Customers That Stick

AUGUST 19, 2015

From a customer service perspective, this makes restaurant customer service particularly challenging because almost every customer has both established service expectations and well-formed service triggers. We don’t expect the same service from Burger King as we do from Spago. Bad experience.

Customer Service 163

Customer Service Wait times Management Customer Experience 163

Steve DiGioia

SEPTEMBER 16, 2019

And, most importantly, to believe in themselves enough to deliver the service to your customers that you’ve always hoped for, maybe even dreamed for. We should work in ways that are productive and beneficial to the company, the customer, and the employee. It’s a feeling that spills over to each customer interaction.

Personalization 174

Personalization 174

SharpenCX

NOVEMBER 17, 2020

It’s just cat food. Pet retailer Chewy transcends the typical customer experience. From the call center floor to the service customers get, employees and Chewy advocates alike know the brand has created something spectacular. Story after story shows that Chewy’s customer service agents love their jobs ( yes, really ).

Contact Center 67

Contact Center Customer Experience Banking Coaching 67

SharpenCX

JULY 21, 2020

I could easily purchase my dog’s food from a large retailer like Amazon. It’s a common food brand and it may come a few dollars cheaper than a pet store retailer. Instead, I consistently choose to use the service Chewy for my dog’s food and toys. Chewy has incredible customer service. But I don’t.

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

Hello Customer

APRIL 3, 2020

Others are thinking about new ways to service customers. Many organisations are offering their services to companies who are trying to keep their heads above water. Too Good To Go, a company that fights food waste, is one of them. People can then simply buy the food via the app. Source: Too Good To Go.

Transportation 69

Transportation Technology Management Customer Experience 69

Return Customer

NOVEMBER 28, 2018

Everything around us is evolving and so is customer service. Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on. Graham didn’t wait for customer feedback to arrive at a revolution. It was the customer service.

Customer Service 124

Customer Service Engineering Feedback Marketing 124

ShepHyken

JUNE 26, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Insights From Fast-food Chains by Brittany Hodak (Brittany Hodak) In today’s experience economy, customers are no longer comparing you to your direct competitors. I love that!

Customer Service 39

Customer Service Customer centricity B2C Entertainment 39

aircall

JULY 14, 2021

It’s essential to give them ownership over something so they feel invested in the company’s future success and can take pride in their own achievements. One of the best things you can do to improve employee engagement is to invest in your team members and provide them with opportunities to grow. Barriers to High Employee Engagement.

Employee engagement 98

Employee engagement Surveys Interactive Voice Response Morale 98

CSM Magazine

JULY 14, 2022

Although there are many things you can lie about on your CV, there are 3 essential sections that most people give false information about; experience (53%), skills (38%), and salary (26%). Final thoughts. Why do people lie on a CV? Why should you avoid lying? In fact, 14 respondents from the StaffCircle survey mentioned ?they

Surveys 59

Surveys Management Customer Service 59