Call Design

MAY 14, 2024

There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. Now I know what you’re thinking: “Oh great, another post about employee engagement”, and I hear you. Can you please action this shift swap?

78

78

Beyond Philosophy

JANUARY 20, 2020

Our actions become evidence for our interest. However, the tricky bit is that our actions also become evidence to us of our interest. There are ways to overcome these habits. We discussed the idea behind the Escalation of Commitment on a recent podcast. If I ask you for $100, you are probably going to say no. Consider volunteering.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

NOVEMBER 23, 2023

Every time I turn my television on, I regret it. Is it the programming? Is productivity wasted? Wistful feelings of stardom never pursued? I regret buying my Sony TV. The menu system is not very intuitive. It’s slow. The settings seem to change without warning. This bloody thing drives me around the bend. I took it to the next level.

Feedback 195

Feedback Marketing Sales Personalization 195

ShepHyken

JANUARY 25, 2021

I have added my comment about each article and would like to hear what you think too. “I Hospitality Net) In this article, we reflect on where such issues may arise, how to measure, and how to take fast, effective action allowing you to manage your hotel in the best way possible. I Wish the CEO Would Try and Open This F@#!*

Customer Service 392

Customer Service Customer Experience Marketing Management 392

CCNG

MARCH 6, 2024

This is the foundation for AI agents, conversational AI, AI-assisted IVR, and a lot of the customer-facing AI you hear about. Analytical AI analyzes large amounts of data and processes quickly, sometimes in real-time, and creates actionable insights from that data. You are not alone. Like an outsider looking in.

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

ShepHyken

JULY 15, 2020

Beyond that, she paid attention and took action on that one little piece of information that put an exclamation point on an already great experience. You must not only hear what customers say, but you must also listen and take action. Paying attention is more than just the first step. It may be the most important step.

Customer Service 384

Customer Service Personalization 384

CCNG

JANUARY 10, 2024

Mitigating Risk Mitigating risk is a top priority for leaders today since class action lawsuits are a real possibility when there is a problem with a product or service. Mitigating Risk Mitigating risk is a top priority for leaders today since class action lawsuits are a real possibility when there is a problem with a product or service.

Technology 195

Technology CCNG Coaching Contact Center 195

Beyond Philosophy

MAY 21, 2020

Reward: We feel the benefit of our actions. Everything that we see, smell, or hear, that’s all filtered through the Intuitive System. On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers. So, being British and polite, I tried it.

Airlines 300

Airlines Consulting Consulting Government 300

Beyond Philosophy

JANUARY 8, 2021

We hear the phrase ‘the new normal’ a lot. It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Don’t Be Like the Milkman.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

Beyond Philosophy

MAY 9, 2020

These are what Ahearn uses in his work to help people strengthen relationships, overcome uncertainty, and motivate other people to action. Making yourself an authority in a relevant area to people makes you a credible resource with advice others want to hear. There are six fundamental principles of influence, according to Cialdini.

Consulting 317

Consulting Consulting Personalization Customer Experience 317

CCNG

JULY 26, 2023

If your company has a culture of change or there is an expectation of a lot of future change, then selecting the most feature-rich and flexible (I’ll refer to this as “more capable”) product would be the best course of action. This can potentially cause serious business or technical challenges down the road. And it was published in 1970!

Cloud contact 195

Cloud contact Contact Center CCNG Finance 195

Steve DiGioia

FEBRUARY 15, 2021

The Mandalorian is a unique individual with certain habits, mannerisms, and repeated actions. Some may say the Mandalorian speaks in muffled tones and is difficult to hear. Have you ever had a situation where your service provider speaks softly, making it difficult to hear or speaks so quickly that you miss half the conversation?

Customer Service 348

Customer Service industry standards Personalization Technology 348

Beyond Philosophy

OCTOBER 25, 2018

Every person in the organization needs to have the same idea of what it means to put the customer first and what specific action to take to achieve the goal. Hear the rest of the conversation on “ Creating and Sustaining a Customer-centric Culture” on The Intuitive Customer Podcast. Customer-centricity Is Easy to Say and Hard to Do.

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

Beyond Philosophy

MARCH 26, 2021

Define the action that you need to take. . People who object to this notion that emotions matter in their business (I’m looking at you, B2B) often interpret the concept through a narrow lens of actions that can evoke that. Customer emotions are essential in Customer Experience. Design that into your Customer Experience.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

ShepHyken

JUNE 7, 2021

I have added my comment about each article and would like to hear what you think too. The article shares some of the benefits as well as five action steps for making a B2B loyalty program successful. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Interesting concept!

Customer Service 334

Customer Service Customer centricity Government Upselling 334

Beyond Philosophy

SEPTEMBER 8, 2022

However, having that clarity drives the actions that follow throughout the rest of the project, she says. My best was with Maersk Line, the largest shipping container company in the world. The results were a 40-point increase in their Net Promoter Score® (NPS) over 30 months and a 10 percent increase in shipping volumes. Rule #2: Measure.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

Beyond Philosophy

SEPTEMBER 3, 2020

” The only way to build trust with customers is to do things in a particular way, meaning a strategy with deliberate actions that build credibility and facilitate trust. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. .

Banking 390

Banking Consulting Consulting Accountability 390

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

CCNG

AUGUST 16, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace.

Surveys 195

Surveys CCNG Airlines Consulting 195

TechSee

JUNE 29, 2023

Service requires making decisions and taking action across multiple platforms and environments. Training an LLM to Hear and Speak Many, if not most, customer inquiries come in via phone calls. AI is rapidly becoming a critical tool in customer service. Getting there will require a broader perspective on service.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

Beyond Philosophy

AUGUST 21, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

OCTOBER 9, 2015

You can see what they are doing, but you can’t hear what they are saying. Actions, I suppose, speak louder than words (or at least that’s what my mum told me), but frankly, hearing the words and experiencing the action is a faster route to understanding. But Big data is only showing us a part of the big picture.

Big data 410

Big data Consulting Consulting Morale 410

Beyond Philosophy

APRIL 16, 2021

Understanding how to play the game of chess is essential because it teaches you to accept the consequences of your actions. There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. I find it exciting to discuss practical tools and approaches. Let me explain.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

ShepHyken

DECEMBER 20, 2018

That said, there are still plenty of other phrases and words we, as customers, hate to hear. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Keep in mind that when a customer says anything negative about your product or service, don’t just listen – take action! Here’s ten more.

Customer Service 305

Customer Service Technology Customer Care Customer Experience 305

Beyond Philosophy

JANUARY 12, 2015

Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world?

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

APRIL 2, 2020

If you see lots of people using Apple products, or if you hear from many friends how good the latest Apple product is or you see lines outside the store, it influences your perception of the brand. Also, if you see how people react to it and hear everyone talking about it, then you want to feel like part of the in-crowd (aka Tribalism).

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Building a Knowledge Pyramid.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

ShepHyken

NOVEMBER 6, 2023

I have added my comment about each article and would like to hear what you think too. Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have a concept I refer to as the Speed To Happiness. My Comment: Self-service is great until it doesn’t work.

Customer Service 166

Customer Service Self service Surveys Contact Center 166

ShepHyken

FEBRUARY 14, 2022

I have added my comment about each article and would like to hear what you think too. It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. 102 Customer Experience Experts Reveal Their CX Challenges and Actions by Clootrack. by Janelle Estes.

Customer Service 309

Customer Service Surveys Customer Experience Accountability 309

Myra Golden Media

MARCH 24, 2020

I realize it’s upsetting for you to hear that we can’t come back tomorrow to pick up your rubbish. I know this must be frustrating for you.” “I realize it’s upsetting to hear that you’ll have to retake your exam and apply for a new license, particularly because you need your license right now.” U S A in action….

Management 191

Management Customer Experience 191

Steve DiGioia

JANUARY 17, 2022

In a past Tips on Thursday newsletter , I wrote about taking the initiative, finding your own course of action, and making a decision based on experience, availability, practicality, etc. There are 2 kinds of people. One never asks for directions. One always asks for directions (or at least is not hesitant to ask). ”, you say.

Customer Service 291

Customer Service Management 291

ShepHyken

NOVEMBER 1, 2021

I have added my comment about each article and would like to hear what you think too. 15 ‘Low-Hanging Fruit’ Actions To Help Revamp Your Customer Experience by Forbes Business Council. Try these 15 simple, yet effective actions to help revamp your customer experience, shared by the members of Forbes Business Council.

Customer Service 194

Customer Service B2B B2C Personalization 194

ShepHyken

SEPTEMBER 10, 2023

I have added my comment about each article and would like to hear what you think too. Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation.

Customer Service 200

Customer Service B2C Customer retention B2B 200

ShepHyken

JANUARY 7, 2024

I have added my comments about each article and would like to hear what you think too. This article describes it as “When every person thinks about how their actions will affect the customer’s experience, even employees who never have direct contact with those customers.” Here are my top five picks from last week.

Customer Service 166

Customer Service Contact Center Customer centricity Banking 166

ShepHyken

DECEMBER 27, 2017

Good servers – or anyone who is dealing with a customer and hears a statement like the one I made – would recognize that I wasn’t happy. An excuse is not a substitute for taking action: When customers complain, they aren’t looking for an explanation or an excuse. They are looking for some type of reaction that then leads to action.

Customer Service 278

Customer Service Customer Experience 278

ShepHyken

OCTOBER 1, 2023

I have added my comment about each article and would like to hear what you think too. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. My Comment: For those in the customer support world, this article is for you.

Customer Service 162

Customer Service Average Handle Time Contact Center Metrics 162