SQM Group

FEBRUARY 8, 2022

Given the significant number of customers who use a call center as their primary touchpoint, it is essential to understand its moments of truth performance and opportunities to improve customer service.

Call Center 64

Call Center Customer Service 64

Maru Group

JUNE 20, 2019

In these moments, how do Solos make themselves feel good? Here are just a few of the questions we’re asking: What are the emotional points that matter to the solo householder? The post The Solo Project: Mapping the Moments that Matter appeared first on Maru/Matchbox. What do you do? How do they soothe? Let us know.

Marketing 40

Marketing 40

Maru Group

JUNE 20, 2019

In these moments, how do Solos make themselves feel good? Here are just a few of the questions we’re asking: What are the emotional points that matter to the solo householder? The post The Solo Project: Mapping the Moments that Matter appeared first on Maru/Matchbox. What do you do? How do they soothe? Let us know.

Marketing 40

Marketing 40

ShepHyken

DECEMBER 4, 2023

A hyper-personalized experience is making the customer or guest feel like they are the only one that matters, even if it is only for a brief period of time. A “wow moment” is a surprise and delight moment. This mindset can be applied to every organization in any industry. They can go elsewhere.

Personalization 254

Personalization Customer Service 254

Beyond Philosophy

SEPTEMBER 23, 2023

However, it’s easy to see that every business can learn from restaurants that bungle these moments of the experience. However, the fact we differ on these points demonstrates a critical overarching theme of this podcast: segmentation matters, and accommodation is key to deliver an excellent experience. Check it out here.

Management 195

Management Customer Experience 195

ShepHyken

JUNE 13, 2023

We’re going to look at what’s happening right now, at this very moment. It doesn’t matter how long you’ve done business and how perfect the experience has been. The moment there is a negative issue, it becomes judgment day. We must be focused and attentive to what’s happening at that moment.

Management 184

Management Customer Service Personalization Customer Experience 184

ShepHyken

DECEMBER 6, 2022

The Chief Moment Officer . Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. In that interaction, they become the Chief Moment Officer. Building a Customer-centric Culture From the Frontlines to the C-suite. What is legal? .

Customer centricity 302

Customer centricity Consulting Consulting Healthcare 302

Beyond Philosophy

JUNE 24, 2023

In other words, they can’t tell you because they didn’t remember that moment specifically. In this episode, we explore the little things in an experience that create value for customers and what you can do to leverage these types of moments in yours. These little things often create value to customers.

Customer Experience 195

Customer Experience 195

Bill Quiseng

OCTOBER 25, 2023

It doesn’t matter if we act it or not. What matters is if our customers believe we are genuine. We need to consistently deliver a “better than the average experience that customers expect” so tediously repetitive that we feel it is boring, but to the customer, at every moment, we are Magnificent! Be GREAT out there!

Customer Service 174

Customer Service Customer Experience 174

Beyond Philosophy

FEBRUARY 25, 2023

It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing more of it every second. Here are some other key moments in the discussion: 03:22 Colin explains how the three categories of customer evaluation of time as Pine explained in the article and on the recent podcast created an Aha!

Surveys 221

Surveys Customer Experience 221

Beyond Philosophy

AUGUST 5, 2023

It’s a matter of perception and understanding this concept can help avoid this mismatch in the future. If perception is reality, which one matters? Here are some other key moments in the discussion: 02:05 We hear about Damien’s pickle and why he needed our help. (Do We have all been there. Tell us about it here.)

Customer Experience 195

Customer Experience Feedback Surveys 195

ShepHyken

NOVEMBER 11, 2020

Here we are, 35 years later, and I remember that moment, which I call a Mike Moment. It might be to a baggage handler at the airport, a server at a restaurant or an important cause or charity — it doesn’t matter. The post The Mike Moment appeared first on Shep Hyken. Mike replied, “It’s just money, and I’ll get more.

Customer Service 394

Customer Service 394

ShepHyken

APRIL 11, 2023

Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals. She took our orders, and a few minutes later, a different server dropped off three of our meals. Was it this server’s job to simply take our orders and let others do the work? I liked what I was seeing.

Customer Service 336

Customer Service Employee engagement 336

ShepHyken

OCTOBER 30, 2023

Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one. It involves addressing any issues they may encounter, no matter how small, and ensuring their overall satisfaction throughout the entire journey. We can all learn from their methods.

Employee engagement 184

Employee engagement Education Management Customer Service 184

ShepHyken

NOVEMBER 8, 2022

Creating Defining Moments for Customers and Employees. Top Takeaways: A defining moment for the employee or the customer is an event that truly matters to them. Even if they started with a bad experience, at the point you turn it around (the defining moment) is what shapes their perception of you. This episode of?

Employee engagement 156

Employee engagement Customer Care Metrics Customer Experience 156

Beyond Philosophy

JUNE 10, 2023

What matters is the brand’s presence in customers’ minds, memories, thoughts, and emotions. Here are a few key moments in the discussion: 01:29 The podcast begins with the idea of brands and what they are. ” 19:13 We talk about the importance of storytelling and why it matters in branding. Check it out here.

Banking 195

Banking Accountability Personalization Customer Experience 195

ShepHyken

OCTOBER 30, 2023

Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one. It involves addressing any issues they may encounter, no matter how small, and ensuring their overall satisfaction throughout the entire journey. We can all learn from their methods.

Employee engagement 167

Employee engagement Education Management Customer Service 167

Beyond Philosophy

OCTOBER 28, 2023

It turns out, that timing matters a lot when it comes to the decisions we make. Here are some other key moments in the discussion: 02:22 Ryan shares the example from Professor Simonson and how people chose differently when it is for that day of class or for future classes. Why the difference?

Marketing 195

Marketing Personalization Customer Experience 195

Beyond Philosophy

JULY 22, 2023

In this podcast, we discuss authenticity and how it matters in Customer Experiences. Here are some other key moments in the discussion: 02:05 Ryan explains about the London Business School Professors research about the authenticity of the Sherlock Holmes Museum. What we discover is elementary, our dear Watsons.

Customer Experience 195

Customer Experience 195

CCNG

MARCH 1, 2023

AI and chatbots are taking over the simple interactions that used to give agents a mindless moment or two between the more challenging interactions. A customer in need of a good, empathetic experience is an opportunity that matters; when that moment is missed, customer loyalty suffers. For brands, this creates issues.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

Beyond Philosophy

MAY 13, 2023

Here are some other key moments in the discussion: 03:26 We introduce EQ and Goleman’s concept of the five realms of it, and how the first concept of it helped in Colin’s recent weight loss efforts. Having a high IQ isn’t the most important thing for leadership.

Management 195

Management Feedback Customer Service Customer Experience 195

ShepHyken

MARCH 21, 2023

What you say and how you say it matters. It doesn’t matter. How you handle customer complaints and issues can make you the hero of the moment. Mares had some excellent ideas, and here they are, followed by my commentary. By the way, even though Mares’ expertise is in selling to female customers, these ideas work for everyone.

Customer Experience 167

Customer Experience Customer Service Personalization 167

Beyond Philosophy

JULY 15, 2023

Here are some other key moments in the discussion: 06:44 We kick off the discussion with the first rule, which tells us that different means different and not just a little different. Have you ever noticed how many vitamin options there are at a drug store? If not, you should know there are hundreds. It is bloody overwhelming.

Marketing 195

Marketing Customer Experience 195

Beyond Philosophy

JULY 27, 2023

Then again, if it felt authentic to the attendees, does it matter if it was? If we are talking about whether the Sherlock Holmes Museum’s representation of Holmes’ apartment felt authentic, it doesn’t matter if it was or wasn’t. They matter a lot for certain things, and for others, they’ll matter less.

Customer centricity 195

Customer centricity Personalization 195

Beyond Philosophy

JUNE 25, 2020

The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. Embrace that we don’t choose between experiences, but between the memories we have of experiences. Emotions create memories. Map your customers’ “fishing nets.” ” Define what you want a customer to remember.

Management 472

Management Entertainment Consulting Consulting 472

ShepHyken

JULY 13, 2022

It doesn’t matter what type of business or industry you’re in. Alfia and his team created a solution for customers to leave feedback at the moment it’s needed. For a company that provides a great customer experience, reviews can add credibility and bring in more business. And the world gets to watch how they handle the problems. .

Feedback 311

Feedback Personalization Customer Experience Customer Service 311

ShepHyken

MARCH 23, 2022

It’s about being present, as in in-the-moment, and realizing what you can, can’t, should, or shouldn’t do. If you run a restaurant that has great food, but you treat your customers – and employees, for that matter – the opposite of nice, there’s a pretty good chance nobody is coming back. At the top of the list was being on time. .

Customer Service 313

Customer Service 313

ShepHyken

MAY 4, 2022

She was the perfect frontliner for American Airlines – or for that matter, any type of business. . Saying something nice only takes a moment, but the impact is much bigger than the few words shared. I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo. She commented on shoes, shirts, coats, and more.

Airlines 319

Airlines Customer Service Personalization Customer Experience 319

ShepHyken

MAY 1, 2023

No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible. ” “People that feel like they matter, buy. Training is not something you did.

Coaching 161

Coaching Customer Service Feedback Sales 161

Beyond Philosophy

DECEMBER 7, 2023

After that, you can apply AI to analyze what is working and how, as well as problem-solving for frictional moments. I love the phrase, “None of us are as clever as all of us.” ” But a phrase is little more than words unless there is action that comes from it. Just click here to learn more and submit.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

ShepHyken

OCTOBER 21, 2020

It doesn’t matter if you’re B2B or B2C, you become just another version of the same. It doesn’t matter what type of business it is. Take a moment to celebrate! Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. Make a list.

Real estate 379

Real estate B2C B2B Customer Service 379

ShepHyken

JANUARY 29, 2020

The third entrepreneur thought for a moment, and then she said, “I wish that every day I will have a long line of customers who can’t wait to buy my ice cream.” Without customers, it doesn’t matter how good your ice cream or location is. While those are helpful, what really matters is that you have customers.

Sales 380

Sales Marketing Customer Experience Customer Service 380

ShepHyken

OCTOBER 22, 2021

Find ways to surprise customers with moments of delight. Make these moments memorable, and you’ll develop happy and loyal customers who are sharing their experiences with their friends. . Make these moments memorable, and you’ll develop happy and loyal customers who are sharing their experiences with their friends. .

Customer Experience 357

Customer Experience Management Finance Banking 357

SharpenCX

FEBRUARY 12, 2024

Get tips for creating meaningful relationships with your contact center agents and delivering coaching moments that matter.

Contact Center 67

Contact Center Coaching 67

ShepHyken

APRIL 21, 2021

At best, you’ll have to work hard to overcome that Moment of Misery. It doesn’t matter if you’re in sales, service, or any other part of your organization, something as easy as a quick response time has so many benefits that add to the customer experience. Let me put it to you in the simplest terms possible.

Customer Service 380

Customer Service Sales Customer Experience 380