Beyond Philosophy

FEBRUARY 8, 2024

I wanted to start this week’s issue with this exercise because it denotes the importance of language and the words we use. ” In both cases, the meaning of the phrase is positive; there is not an issue there, or the speaker agrees with the other person. How did you do? I feel what you are feeling. I felt that way, too.

Scripts 195

Scripts Consulting Consulting Personalization 195

Beyond Philosophy

JANUARY 29, 2022

Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support. People think that the exercise is the answer to everything that’s wrong (or right) with Customer Experiences.

Journey mapping 243

Journey mapping Customer centricity Consulting Consulting 243

Beyond Philosophy

JUNE 15, 2023

Nevertheless, we treat them as if they’re an entity, almost human-like, and we form something close to a personal connection with them. For example, you have an Emotional Bank Account with the people in your family. For example, my Emotional Bank Account with Apple is well in the black. Brands have personalities.

Banking 363

Banking Construction Accountability Advertising 363

Quiq

SEPTEMBER 30, 2022

This can include in-person interactions, visits to your website, social media DMs, exposure to Google search ads, etc. It’s best to segment customers or specific customer journeys (for example, the journey through purchasing online goods vs. in-store services) to narrow how each group interacts with your brand. Current state.

Journey mapping 82

Journey mapping Sales Scripts Chatbots 82

Beyond Philosophy

MARCH 7, 2024

A great example I use to illustrate this point is how Disney Theme Parks asked their guests what, if anything, they would change about their food options at the park. You might be surprised to learn that often, in this exercise, we learn that companies do not always know what they value. Do you mean market share? Do you mean advocacy?

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

JUNE 8, 2023

I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. This exercise is an excellent example of these concepts. It’s a marketing exercise. In our recent podcast, Context is King!,

Finance 195

Finance Marketing Personalization Accountability 195

Beyond Philosophy

JUNE 22, 2023

The book introduces the idea of personal policies, which are rules we set for ourselves to guide our decisions. Rules, not decisions : These personal policies are based on our values and priorities and guide our operations. For example, when it is easy to do and benefits the other person a ton, you should do these things.

Personalization 358

Personalization Marketing Consulting Consulting 358

Beyond Philosophy

FEBRUARY 15, 2024

For example, consider the two emotions: anger and sadness. As part of this exercise, choosing an emotion that drives value for your customers is essential. For example, if the average call handling time is lengthening or there is an increase in online cart abandonment, customer behavior tells you something. Click here.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

ShepHyken

JANUARY 1, 2020

I’m going to break away from my typical articles about customer service and experience and get personal. Personal goals about working out and losing weight seem to be the most popular. I have a little two-part exercise for you to do. The second part of the exercise is to create a plan to repeat them.

Personalization 274

Personalization Customer Service Management 274

Beyond Philosophy

APRIL 11, 2024

Let me give you an example I was taught years ago in business. Now, at first glance, you might think the person wants a drill to make a hole in a wall, and you would be right. But the Jobs to Be Done framework makes you wonder why the person using the drill wants a hole. Suppose your product is a drill. What is their motivation?

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. For example, a Transactional approach to journey mapping would be getting all the steps down but not considering how a customer feels during the stages. Changing the habits of a person is one thing.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

ShepHyken

AUGUST 31, 2022

For example, American author John Steinbeck was told by his professor that he would be an author when pigs flew. That was the setup for an exercise we did in the middle of the presentation. Michael Thomas, Gershman’s VP of Multifamily and Senior Housing, raised his hand to share his example. And that is exactly what happened.

Customer Service 168

Customer Service Personalization Customer Experience 168

Monet Software

SEPTEMBER 10, 2020

It’s no easy task, but there are ways to tap workforce engagement strategies to promote personal connection. For example, a naturally emotive person may express sympathy with a customer’s distress, only to be rudely rebuffed. The post Personal Connection: Your Most Valuable Call Center Tool appeared first on Monet Software.

Call Center 71

Call Center Personalization Scripts Morale 71

Education Services Group

FEBRUARY 22, 2022

Sheik and Anita wrote a new paper: Executive Communication: A CS Leader’s Guide on Presenting to Personality Types that I definitely encourage you to read, if you haven’t already. The best methods to determine your leadership’s personality types. Take a personality assessment. Get an example of what they like.

Personalization 52

Personalization Consulting Consulting Enterprise 52

Beyond Philosophy

OCTOBER 3, 2016

Let me give you an example. This example is a conventional heuristic called the availability heuristic. This mental short-cut is in play when you recall several examples from your memory that aid in a decision. In this type, you compare traits of someone you see to a personal archetype. So you decide to fly instead.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Toister Performance Solutions

AUGUST 10, 2023

Here's an exercise that can help. This short video shares some examples. The goal is to learn more about your customer: How they feel What they need How you can serve them Here's an example of great active listening. They have different personalities, needs, and expectations. Watch the short video below. Find a partner.

Customer Service 95

Customer Service Scripts Personalization Feedback 95

Toister Performance Solutions

MARCH 14, 2024

Where do you sit when you attend an in-person meeting? Examples include this one and this one. Someone who prefers listening, for example, doesn't actually learn better if you focus on explaining concepts rather than showing them visuals. I bet I can diagnose your learning style with three questions. There are multiple models.

Customer Service 118

Customer Service Personalization 118

CCNG

AUGUST 16, 2023

Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. It’s a great example of a brief, one-question survey using a 5-point scale that provides meaningful results for the organization and the employee.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

MAY 18, 2023

One of the most exciting things about this experience was that I didn’t recognize the person they described. For example, I learned that things I was saying and doing impacted people in ways I hadn’t intended. For example, my British sense of humor is to tease my colleagues. I didn’t think I was like that.

Management 195

Management Personalization Call Center Customer Experience 195

ShepHyken

SEPTEMBER 23, 2020

We’re just out there to get some exercise and have fun. I was asked an interesting question in an interview about a lesson I learned from a personal experience, and my hockey experience is the perfect example. We just skate hard, pass a lot and occasionally score a goal. This all has a point, and here it is.

Customer Service 326

Customer Service Sales Customer Experience Personalization 326

CSM Magazine

JULY 14, 2021

Progress is constant and setting personal development goals can help you become a better version of yourself. While you have to take care of the first part on your own, this article will explain: What is personal development? What are the categories of personal development? What are personal goals examples?

Personalization 52

Personalization Education Time management Feedback 52

Nicereply

NOVEMBER 9, 2021

It’s best to practice them, run mock customer interactions, and constantly share examples of them in use. For example, assuming they know how to clear browser cache, or even what that means, and instructing them to do so with no clarity or details might mean they make an error or need to ask for more help. Piece Together a Story.

Customer Experience 124

Customer Experience SaaS Sales Customer effort 124

Beyond Philosophy

MAY 26, 2022

For example, Dommer sees herself as a Mom, Professor, wife, and former intramural dodgeball player. . Dommer says certain personality traits relate to people’s identities more than others. For example, Dommer says her mom and professor’s identity became blurred during the pandemic. How Would You Describe Yourself?

Personalization 195

Personalization Marketing Consulting Consulting 195

Beyond Philosophy

JANUARY 19, 2023

I also encourage my client’s participation in the exercise by positioning the pen towards their side of the table. For example, some consultants say that during a sales call, when the prospect switches from talking about what you do to what they do, it indicates that they are making a mental switch to the purchasing process.

Consulting 195

Consulting Consulting Finance Sales 195

delighted

MAY 24, 2019

In previous posts, we’ve given examples of customer satisfaction questions and survey design tips to help you craft the perfect customer experience survey. Here are 7 common examples of biased survey questions, and how to fix them for your customer experience survey. Loaded question: How often do you exercise twice a day?

Surveys 59

Surveys Feedback Customer Experience Accountability 59

Beyond Philosophy

OCTOBER 4, 2018

For example. I am a morning person. For example, people on diets rarely go for the ice cream first thing in the morning. If the customer is more like my wife, who is a NOT a morning person, and you are working with them early in the day, they might not yet be ready for you. It is later in the day.

Government 353

Government CRM Personalization Customer Experience 353

Myra Golden Media

APRIL 5, 2023

In this guide, we’ll explore the benefits of signposting, provide examples of effective signposting phrases, and offer tips on incorporating signposting into your phone calls. Examples of effective signposting Examples of effective signposting You can use several signposting techniques and phrases in phone conversations.

Best practices 156

Best practices Call Center call center software Healthcare 156

Toister Performance Solutions

JANUARY 5, 2023

Second, I've personally experienced what I'm about to share. At the end of those four years, every person who worked in my department when I started was gone. But you can be the person who overcomes them and sets a positive example for everyone else. Here's a short video that explains how you can do the exercise.

Customer Service 90

Customer Service Coaching Wait times Personalization 90

Beyond Philosophy

OCTOBER 9, 2017

For example: They present a consolidated view of my activity with the company. For example: The customer trusts the organization to communicate to him. For example: It can result in an attitude toward the brand, for good or ill. An example of SEM in action is the 800 number you provide customers.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

MARCH 26, 2021

For example, when someone hugs us, we feel cared for, so the B2B organization thinks that means we want them to embrace their customers. For example, in the B2B setting, it could be as simple as acknowledging how busy your customer might be and making something simple for them to accommodate their lack of time.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

Toister Performance Solutions

APRIL 14, 2022

Here are a few of my favorite exercises for building rapport, listening, and problem-solving skills. It's a process of creating a personal connection with another person so they know, like, and trust you. It also makes service more fun when we get along with the other person. This exercise is called Make Their Day.

Customer Service 62

Customer Service Personalization Accountability 62

delighted

MAY 24, 2019

In previous posts, we’ve given examples of customer satisfaction questions and survey design tips to help you craft the perfect customer experience survey. Here are 7 common examples of biased survey questions, and how to fix them for your customer experience survey. Loaded question: How often do you exercise twice a day?

Surveys 52

Surveys Feedback Customer Experience Accountability 52

ShepHyken

JANUARY 18, 2017

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. For example, he or she is funny, outgoing and helpful. There is an exercise we occasionally do in our workshops. I asked if this was for a customer support rep, and he said no. That’s a skill.

Customer Service 231

Customer Service Accountability Personalization Customer Support 231

Beyond Philosophy

JULY 29, 2021

Ideally, it would be great to have one person who did both, but those are a rare breed. . However, the person with the highest IQ isn’t necessarily the best leader. Often, the best leader is the person with the ability to get on with people and understand how emotions play into the team.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

JUNE 23, 2022

For example, customer feedback surveys are excellent ways to hear what customers say about their experience. Often, the customers were people the shop owners knew personally from shopping in their small business for years. An example of an effective tactic is how car manufacturers market cars to different segments.

Surveys 195

Surveys Consulting Consulting Metrics 195

Beyond Philosophy

FEBRUARY 17, 2020

For example, many years ago, he tweeted snarky comments about a recent Customer Experience he had with the airline JetBlue. In other words, conversations might start on a social media platform and lead to an email interaction, which then led to a voice or in-person interaction with a company.

Airlines 415

Airlines Call Center Consulting Consulting 415

Beyond Philosophy

MARCH 17, 2022

When you do things the other person doesn’t like, that’s a withdrawal. . Consider your personal relationships. What makes that person loyal to you? For example, we did a lot of work for one of the world’s largest construction equipment companies. Individuals have business and personal needs.

Banking 195

Banking B2C B2B Construction 195