INDUSTRY INSIGHTS YOUR PEERS ARE READING
The other day I was interviewed and asked, “How does one get started?”. My flippant answer could have been, “Read the book and find out,” but instead I gave an answer that was simple and applicable to any type and any size business. It’s where you want to start. MORE
No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. MORE
I’d bought something for my Dad and had it shipped directly to his home. So I reached out over chat, and this is what I was told: “We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured. MORE
If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. Of course, I didn’t want to pay it. MORE
Pricing is fundamental to your business. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. We then allocate our available funds to the different groups. MORE
Lying is a rotten thing to do. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. Lying Creates a Gateway to More Lying. The post How To Lie Effectively! MORE
Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. The distribution plan for your online surveys should put your existing outlets and channels to use while focusing on the goals you’re trying to accomplish. MORE
How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers. Customer Experience Design Difficult Customers How to deal with Difficult Customers How to Talk to Customers MORE
Next comes finding the perfect location to set up shop and after almost a year you’re finished. Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady. But for how long? Your focus is only on the things that are important to you. MORE
Every week I silo for three uninterrupted hours to invest in myself. It took me two of my 3-hour blocks to finish it, in part because of my waves of notetaking. I am so astonishingly excited about this book that I have to share it with you! Engaging and Hard to Put Down. MORE
A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. How could she be early for a flight that was taking longer? If I don’t land until 2:30, I’ll feel stressed about getting to my 3:30 p.m. MORE
Your customers want your product to meet their expectations. Your customers also expect to receive a positive customer service experience. Everyone is striving to create a good experience, at every level. How can you stand out? MORE
If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The solution: leaders need to shift their focus towards the full picture. You’ll need the commitment of every employee in the organization to use the tool efficiently, otherwise, you’ll find yourself dealing with bad CRM data (Now that will really hinder productivity!). Customer Experience How To MORE
All too often organizations suddenly see customers leave and have no idea this was going to happen. Colin Shaw and Professor Ryan Hamilton discuss how can you tell when a customer is going to leave you…and what can you do about it. MORE
I remember being a new manager preparing to deliver bad news to a group of executives. You go in there and answer their every question, before they even have a chance to ask you anything. Three weeks later, I delivered the dim news to a group of 68 executives, all men. MORE
And with the user feedback you’ve gathered, you can now take your survey results and turn them into awesome, insightful presentations that paint a clear path for how the organization should proceed. So how do you do that? That’s something you’d want your audience to hear, right? MORE
So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences. MORE
Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful. Don’t allow customer service employees to spend more than 80% of their time on the phones. MORE
It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I hated creating a bloody list and taking it up to the store because it wasn’t convenient. MORE
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. When to use CSAT. MORE
We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them. How Do We Measure a Feeling? There is no one way to measure emotions. MORE
The post How To Make Your Experience Convienent appeared first on. What are the six strategies for making your experience convenient? MORE
273 
My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Being open to additional questions. MORE
When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. How do you attract and retain members in your loyalty program? How to Up Your Loyalty Program’s Game. MORE
It is no secret to anyone that this is the busiest season of the year for most businesses. It is the ideal period to offer varied products to different niches, which for, only this time of the year, will coincide with the purchase period. MORE
How do we measure a feeling? The post How To Measure Customer Emotions appeared first on. What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. MORE
Telling customers what they don’t want to hear is one of the hardest things customer service employees will ever have to do. Giving bad news is hard because of the fear of backlash and because so many customers will just escalate to a supervisor in hopes of getting a different response. MORE
It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I hated creating a bloody list and taking it up to the store because it wasn’t convenient. MORE
There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. The post How To Measure Authentic Customer Emotions In Real Time appeared first on. MORE
In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. In the days of the Roman empire, Rome’s leadership established defenses to prevent a military coup. Moreover, you can train someone to adopt a mindset. MORE
Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. In the first sentence of a letter, an airline said to customers, “We are sorry and embarrassed. MORE
The National Highway Traffic Safety Administration announced Wednesday that the webbing in the car seat failed to meet Federal Motor Vehicle Safety Standards. Let’s take a closer look at how these two heuristics are affected by product recalls. Three Things to Do When Facing a Recall. MORE
Do you find it difficult to get customers to accept your word as final? Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. Making your answer the final answer comes down to two things. MORE
But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. It isn’t possible for me to help while listening to that language. MORE
How To Related Topics ShepHyken
SEPTEMBER 26, 2018
Your customers want your product to meet their expectations. Your customers also expect to receive a positive customer service experience. Everyone is striving to create a good experience, at every level. How can you stand out?
GetFeedback
DECEMBER 26, 2018
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. When to use CSAT.
Myra Golden Media
FEBRUARY 6, 2018
Do you find it difficult to get customers to accept your word as final? Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer. Making your answer the final answer comes down to two things.
Myra Golden Media
FEBRUARY 16, 2018
Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. In the first sentence of a letter, an airline said to customers, “We are sorry and embarrassed.
Advertisement
500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. In order to be successful in today’s. continue to increase.
Myra Golden Media
JANUARY 23, 2018
But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. It isn’t possible for me to help while listening to that language.
|
Beyond Philosophy
MARCH 23, 2018
A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. How could she be early for a flight that was taking longer? If I don’t land until 2:30, I’ll feel stressed about getting to my 3:30 p.m.
Beyond Philosophy
SEPTEMBER 26, 2018
We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them. How Do We Measure a Feeling? There is no one way to measure emotions.
GetFeedback
FEBRUARY 6, 2019
And with the user feedback you’ve gathered, you can now take your survey results and turn them into awesome, insightful presentations that paint a clear path for how the organization should proceed. So how do you do that? That’s something you’d want your audience to hear, right?
Beyond Philosophy
SEPTEMBER 7, 2018
How do we measure a feeling? The post How To Measure Customer Emotions appeared first on. What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing.
Advertisement
Chatbot As brands continue to focus on improving the customer. Your customers’ time is valuable—and they want you to. channels they want to use to interact with brands, putting. pressure on companies to deliver consistent, omnichannel. to gain popularity.
|
|
Myra Golden Media
MARCH 15, 2018
I’d bought something for my Dad and had it shipped directly to his home. So I reached out over chat, and this is what I was told: “We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured.
Beyond Philosophy
APRIL 24, 2017
Lying is a rotten thing to do. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. Lying Creates a Gateway to More Lying. The post How To Lie Effectively!
GetFeedback
DECEMBER 27, 2018
Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. The distribution plan for your online surveys should put your existing outlets and channels to use while focusing on the goals you’re trying to accomplish.
Beyond Philosophy
NOVEMBER 4, 2018
It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.
Advertisement
the news, listen to your favorite podcast or read an article. important part of how they do business and connect with. years to come. So what does it mean to ‘get AI right’? and roadblocks, and instead allowing your customers to. forcing them to use “robot speak”.
Myra Golden Media
APRIL 17, 2017
Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful. Don’t allow customer service employees to spend more than 80% of their time on the phones.
Myra Golden Media
FEBRUARY 5, 2018
How to Respond to the Yelling or Cursing Customer – Plus More Diplomatic Phrases to Help You Regain Control in 9 Common Situations with Difficult Customers. Customer Experience Design Difficult Customers How to deal with Difficult Customers How to Talk to Customers
Myra Golden Media
SEPTEMBER 5, 2017
My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Being open to additional questions.
Call Center Pros
NOVEMBER 5, 2018
It is no secret to anyone that this is the busiest season of the year for most businesses. It is the ideal period to offer varied products to different niches, which for, only this time of the year, will coincide with the purchase period.
Advertisement
professionals are judged—some go so far as to say. be one of the most challenging ways to optimize. How, for instance, can you forecast. It’s impossible to comprehensively. leads to a spike in contact volume, which in turn. leads to long handle times.
Beyond Philosophy
OCTOBER 12, 2018
The post How To Make Your Experience Convienent appeared first on. What are the six strategies for making your experience convenient?
Steve DiGioia
SEPTEMBER 10, 2018
Next comes finding the perfect location to set up shop and after almost a year you’re finished. Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady. But for how long? Your focus is only on the things that are important to you.
Beyond Philosophy
FEBRUARY 22, 2019
There is a big challenge when measuring customer emotions as you are asking customers how they felt in an experience, as this is done retrospectively, a while after they had the experience. The post How To Measure Authentic Customer Emotions In Real Time appeared first on.
Beyond Philosophy
JUNE 4, 2018
In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. In the days of the Roman empire, Rome’s leadership established defenses to prevent a military coup. Moreover, you can train someone to adopt a mindset.
Advertisement
According to a recent global survey conducted by MIT Technology Review Insights, 90% of companies are deploying AI across some aspect of their customer journey. The first movers are already reaping rewards in terms of efficiency, ability to scale and enhanced customer satisfaction.
Beyond Philosophy
MAY 25, 2018
All too often organizations suddenly see customers leave and have no idea this was going to happen. Colin Shaw and Professor Ryan Hamilton discuss how can you tell when a customer is going to leave you…and what can you do about it.
Myra Golden Media
JULY 9, 2017
I remember being a new manager preparing to deliver bad news to a group of executives. You go in there and answer their every question, before they even have a chance to ask you anything. Three weeks later, I delivered the dim news to a group of 68 executives, all men.
Myra Golden Media
JANUARY 28, 2019
Every week I silo for three uninterrupted hours to invest in myself. It took me two of my 3-hour blocks to finish it, in part because of my waves of notetaking. I am so astonishingly excited about this book that I have to share it with you! Engaging and Hard to Put Down.
GetFeedback
NOVEMBER 5, 2018
If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The solution: leaders need to shift their focus towards the full picture. You’ll need the commitment of every employee in the organization to use the tool efficiently, otherwise, you’ll find yourself dealing with bad CRM data (Now that will really hinder productivity!). Customer Experience How To
Advertisement
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
Beyond Philosophy
NOVEMBER 4, 2018
It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I hated creating a bloody list and taking it up to the store because it wasn’t convenient.
Myra Golden Media
DECEMBER 28, 2018
Telling customers what they don’t want to hear is one of the hardest things customer service employees will ever have to do. Giving bad news is hard because of the fear of backlash and because so many customers will just escalate to a supervisor in hopes of getting a different response.
Myra Golden Media
JANUARY 1, 2019
So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences.
ShepHyken
NOVEMBER 14, 2018
The other day I was interviewed and asked, “How does one get started?”. My flippant answer could have been, “Read the book and find out,” but instead I gave an answer that was simple and applicable to any type and any size business. It’s where you want to start.
Advertisement
scrambling to add it back in! companies to transform—not just improve—customer service and. We also encourage you to view our CEO’s keynote speech at our. recent Digital+AI conference to get a fundamental understanding. speech-to-speech. comes to light.
Myra Golden Media
OCTOBER 29, 2018
If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. Of course, I didn’t want to pay it.
Beyond Philosophy
JUNE 15, 2018
Pricing is fundamental to your business. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. We then allocate our available funds to the different groups.
Beyond Philosophy
MAY 29, 2017
The National Highway Traffic Safety Administration announced Wednesday that the webbing in the car seat failed to meet Federal Motor Vehicle Safety Standards. Let’s take a closer look at how these two heuristics are affected by product recalls. Three Things to Do When Facing a Recall.
Beyond Philosophy
JULY 19, 2017
When it comes to loyalty programs, you cannot forget certain vital features, and according to a recent report, one of them is easier than you think. How do you attract and retain members in your loyalty program? How to Up Your Loyalty Program’s Game.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience
Let's personalize your content