Beyond Philosophy

JULY 14, 2022

When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” Of course, it must be appropriate and provided at the proper time. But, of course, the critical word here is “positive.” I use humor to my advantage. Try my podcast, The Intuitive Customer instead.

Coaching 414

Coaching Consulting Consulting Personalization 414

Steve DiGioia

FEBRUARY 7, 2022

But even one who gives you a line like this; “ Is it really that important that I’m wearing my name tag? My answer is, “If you don’t care enough about the “little things”, how can I be confident that you’ll care about the “big things?” Of course not! They feel untouchable.

Enterprise 345

Enterprise Management Accountability Customer Service 345

Beyond Philosophy

JANUARY 5, 2023

Maybe I should explain… When my kids were little, we had a rabbit hutch in the garden. At the time, I had just taken over a call center in my corporate role at British Telecom. I had noticed that the call center culture had a lot of constraints, and my team was comfortable hanging out with them—like the rabbits were in the hutch.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

ShepHyken

OCTOBER 6, 2022

I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring? Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping.

Journey mapping 173

Journey mapping Customer emotions Customer effort B2C 173

Beyond Philosophy

MAY 14, 2022

How many products are on Amazon Subscription in your Prime Account? Food and Beverage report by Attest, a consumer research platform, we learned that Of course, they also have a lot of benefits to the companies that offer them, not the least of which is a steady stream of income from its customer base. How about music streaming?

Consulting 195

Consulting Consulting Accountability Surveys 195

Beyond Philosophy

JANUARY 13, 2022

Of course, some customers need more time and attention than others, and that’s normal. As many of you know, my experience is working in large telecom with corporations in the business-to-business area. The sales team’s compensation and work performance-related metrics are linked to their active accounts.

Accountability 195

Accountability Consulting Consulting Sales 195

Beyond Philosophy

MARCH 31, 2022

Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. My initial reaction was dismay. Part of my initial skepticism stems from a lack of certainty. Another influence here is Mental Accounting, which describes how we categorize costs. In the late 1970s, we had a 25 percent inflation rate.

Customer Experience 222

Customer Experience Real estate Customer centricity Call Center 222

Myra Golden Media

DECEMBER 15, 2017

Of course, I was thrilled to join them! Over lunch, one of the ladies told me, “I almost never take my vacation time. What followed was an enlightening conversation between the four of us, and as we were getting up, the ladies said my remarks would help them make the best choices for their respective vacation benefits.

Banking 299

Banking Accountability Personalization Customer Service 299

Myra Golden Media

JUNE 12, 2018

“Can I please have the email address associated with your account? This fantastic tip comes directly from my Telephone Skills online training course , which is part of my customer service eLearning catalog. Learn more about our online classes and sample courses here.

Accountability 214

Accountability Customer Service Customer Experience 214

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. Of course, the issue then becomes getting the data to prove it. In my case, I looked at their objectives for making bonuses. Of course, these are only mine.

Finance 195

Finance Marketing Personalization Accountability 195

Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Of course, things like “enrichment” are hard to measure. In other words, people in accounting go to jail if they cheat.

Airlines 274

Airlines Metrics Accountability SaaS 274

Steve DiGioia

APRIL 19, 2021

Today’s guest post was written by my friend and customer service colleague Leslie O ‘Flahavan. My name is David. Here are a few examples: I’m sorry we gave you the wrong information about how to update your online account. We should have checked first to see whether you had a Vendor account or a Supplier account.

Accountability 304

Accountability Personalization Customer Care Customer Support 304

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. For me, this time in my life was mid-August 2018. Originally written as only a how-to guide for creating a successful vision board, I quickly decided that I had found my “ why ” and that there was beauty in my imperfect journey.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. For me, this time in my life was mid-August 2018. Originally written as only a how-to guide for creating a successful vision board, I quickly decided that I had found my “ why ” and that there was beauty in my imperfect journey.

Accountability 182

Accountability Personalization Customer Experience Customer Service 182

Beyond Philosophy

NOVEMBER 20, 2015

I had worked my way up and found my place in corporate life. I had it all: a big expense account, a big budget, and a big salary. I quit, of course! It was simply because I had reached my goal, and I was now bored. My new goal was to become the world’s foremost authority on the subject. Of course not!

Consulting 345

Consulting Consulting Customer Experience Accountability 345

ShepHyken

AUGUST 24, 2020

Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. My Comment: There is a lot written about chatbots and AI (Artificial Intelligence). My Comment: Just because this article is about attracting clients to a law firm, don’t think you can’t learn from it.

Customer Service 209

Customer Service Best practices Contact Center Chatbots 209

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. million deposit accounts and over 500,000 credit accounts in all. Money.cnn.com.

Banking 353

Banking Accountability Consulting Consulting 353

JivoChat

FEBRUARY 8, 2023

If you work with marketing or you are an entrepreneur who wants to know how to promote your brand, social media marketing courses can be very helpful. It’s possible to take courses online that will teach you several techniques and strategies about social media. 8 Best Online Social Media Marketing Courses 1. Workload: 7.5

Marketing 75

Marketing Advertising Accountability Analytics 75

Beyond Philosophy

AUGUST 12, 2020

It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. . My impression was that the hotel didn’t consider the shuttle part of their experience; they thought it a favor.

Journey mapping 469

Journey mapping Consulting Consulting Marketing 469

Beyond Philosophy

APRIL 13, 2023

However, during my fuming, it also occurred to me that FOMO is a powerful driver of customer behavior. Of course, it was better when the Cubs were winning, but the bonding experience came from all the fans loving them, whether the team was winning or losing. Therefore, Tribalism is at work here, too.

Marketing 195

Marketing Accountability Education Management 195

Beyond Philosophy

SEPTEMBER 23, 2021

I went outside my own resources to get you an answer to that question. Okay, maybe not exactly like that , but my point is made, nonetheless.). I like this, of course, because I am always talking about the difference between what people say and what people do. In my case, it’s not every time.

Airlines 274

Airlines Feedback Self service Best practices 274

Myra Golden Media

NOVEMBER 14, 2017

I was trying to check in for my American Airlines flight on my phone. After several failed attempts, I called American and explained my problem. I was transferred quickly, and the person I ended up with looked into my itinerary and then she said: “Ms. By recognizing my concern, she made me feel like she understood me.

Airlines 153

Airlines Accountability Personalization Customer Service 153

Education Services Group

OCTOBER 31, 2023

Of course, this is natural and something we should expect from leaders. I crave to immerse myself in my customers’ stories. Simplify reporting so I can quickly focus on my accounts. Cross-org collaboration and data flow are critical to my job. Quick access to these resources is a game-changer.

Best practices 52

Best practices Finance Upselling Customer retention 52

Beyond Philosophy

AUGUST 9, 2017

do not have a bank account at an insured institution (unbanked), which translates to about nine million households. Underbanked describes a household that has a checking and/or a savings account but has found outside resources for banking products, meaning other than financial institutions. households, around 24.5 I rarely use cash.

Banking 0

Banking Coaching Surveys Employee engagement 0

ShepHyken

SEPTEMBER 11, 2020

In my new book, The Offer You Can’t Refuse , I invite companies to think about the changes they can affect in THEIR world. My advice is to look at the long-term behaviors. In order to win the heart and the business of customers, it is advisable to take these evolutions into account. How to Create an ‘Offer They Can’t Refuse’.

Customer Experience 319

Customer Experience Customer centricity Government Healthcare 319

Myra Golden Media

DECEMBER 15, 2019

My husband and I were sitting at the big boardroom table at the closing office. I asked to speak to my Broker, and the Office Manager said, “He’s just going to tell you the same thing I’ve told you. By the way, after the first of the year, we found that the bank account number for the wire transfer was incorrect.

Banking 207

Banking Accountability Management Customer Service 207

JivoChat

JANUARY 24, 2023

Whether you are a marketing professional who wants to enhance your skills or someone who doesn’t have any experience with marketing, there are several online marketing courses available for different needs. 6 Best Online Marketing Courses 1. Check out the article to discover more about that. Workload: 7.5

Marketing 75

Marketing Engineering Analytics Accountability 75

Beyond Philosophy

NOVEMBER 4, 2021

So my strategy was to give my boss the book with pages marked for him to read. . However, it leads me to my first point about convincing Rachel’s boss to do something: The reason he isn’t doing more to support the values of the mission statement is that it’s not important enough to him at the moment.

Metrics 195

Metrics Consulting Consulting Customer Experience 195

Beyond Philosophy

MARCH 23, 2015

My mum taught me this. For example, to the employee who presented both a problem and solution with an account: “I like how you came in with a proposed solution for that problem we had with the account. It makes my job easier when I have solutions presented to me instead of just problems.”. Don’t give up too soon.

Accountability 327

Accountability Feedback Personalization Customer Experience 327

Toister Performance Solutions

NOVEMBER 17, 2022

Accountability is difficult. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable. What is employee accountability? It's hard.

Accountability 100

Accountability Customer Service Coaching Best practices 100

Totango

APRIL 4, 2024

One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision. RACI stands for Responsible, Accountable, Consulted, and Informed and is a great tool for: Overcoming ambiguity. Closing communication gaps. What was the goal of the project?

Sales 89

Sales Upselling Accountability SaaS 89

Beyond Philosophy

DECEMBER 19, 2016

I discuss this in depth in my new book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , which I co-authored with Prof. Learn more about the psychology behind customer behavior and how to build customer loyalty, sign up for one of the Beyond Philosophy training courses. Recruiting Now!

Sales 354

Sales Banking Customer emotions Education 354

Education Services Group

NOVEMBER 2, 2022

With a pooled model, you can extend your valuable people resources to a larger number of accounts without dramatically expanding your team size and without having to provide each customer with a dedicated CSM. In a pooled CSM model, you don’t assign accounts to an individual CSM. The pool of CSMs shares accounts between them.

Accountability 52

Accountability Enterprise Technology Personalization 52

Myra Golden Media

FEBRUARY 23, 2018

I overhead one of my employees saying to an upset customer, “Sir, I work in our corporate office. I pulled my employee aside, and I explained to her that she was escalating the situation with the very words she hoped would get the customer to back down. My employee did the opposite of creating peace. But you know what?

Accountability 189

Accountability Customer Service Call Center 189

ShepHyken

JANUARY 18, 2017

We went back and forth via email, and I thought that a summary of my answer might be worth sharing. My suggestion is to have a group of employees go through the exercise of listing all of the traits they can think of, both attitudes and skills. The accountant needs accounting skills. He was hiring for his IT department.

Customer Service 231

Customer Service Accountability Personalization Customer Support 231

JivoChat

FEBRUARY 9, 2023

If you are looking for ways to make money on the internet, affiliate marketing courses can help you with that. It’s necessary to engage with your target audience, who is interested in buying the products you will present to them The affiliate marketing courses will teach techniques so you will be able to do exactly that.

Marketing 75

Marketing Engineering Sales Analytics 75

Aspect

NOVEMBER 8, 2017

I was doing some research and had a few questions that required me to go to F1’s website because of an issue with my account. After a few unnecessary minutes of excavating to find their support and contact number (on their website), I realized I was well outside of business hours and my issue would have to wait until Monday morning.

Technology 160

Technology Interactive Voice Response Customer Service Accountability 160