Beyond Philosophy

JUNE 15, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! We have the same relationships with our brands. Therefore, our five rules are to help you develop a brand worthy of your customers opening an Emotional Bank Account with you, which, in turn, is valuable to your bottom line.

Banking 363

Banking Construction Accountability Advertising 363

Beyond Philosophy

DECEMBER 2, 2023

As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. It isn’t magic; it can’t solve all our problems. In this episode we explore the points made by Tom in his video along with our take on AI and Customer Experiences. To learn more, click here.

Customer Experience 359

Customer Experience Consulting Consulting Education 359

ShepHyken

OCTOBER 5, 2022

And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. And by the way, you will enjoy this story even if you’re not in sales. . And here is where the story gets better. .

Sales 310

Sales Customer Service Advertising Customer Experience 310

ShepHyken

MARCH 8, 2023

That’s exactly what happened to Bill Paretti, one of our faithful Shepard Letter subscribers. Here’s the short version of the story, followed by my commentary and the lesson we can take away from his experience. He was so excited about what happened that he shared it with me, hoping I would share it with you.

Marketing 296

Marketing Personalization Customer Service 296

Beyond Philosophy

SEPTEMBER 21, 2023

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Construction 222

Construction Marketing Personalization Management 222

ShepHyken

DECEMBER 9, 2020

Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. One of our clients asked whether they should share survey results with their team. The good stories are great to share, but what about the bad ones? Do you share those?

Coaching 360

Coaching Surveys Customer Service 360

CCNG

SEPTEMBER 14, 2022

About 4-5 months ago I was speaking with an industry colleague and telling my origin story. I was sharing my thoughts that I felt our industry never really does a great job about highlighting the opportunities to learn and create a great career. Again, Until recently.

Contact Center 195

Contact Center Feedback Marketing Technology 195

Beyond Philosophy

APRIL 15, 2023

We have made mistakes in our lives. In this episode, we share some stories about things that have gone wrong. Our hope is that you can learn vicariously through us without having to suffer through similar pains yourself. The best and worst decision made in our years of experience appeared first on Beyond Philosophy.

Consulting 195

Consulting Consulting Customer Experience 195

Beyond Philosophy

FEBRUARY 2, 2024

Our interest in the significance of language ignited recently when we received a None of Us Are as Clever as All of Us video from Shane Smith ( ssmith@everetics.com ) at Everetics , a consultancy specializing in customer support and service. Language holds a pivotal role in shaping your customer experience.

Scripts 222

Scripts Consulting Consulting Customer Experience 222

Beyond Philosophy

DECEMBER 15, 2022

So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story. However, to get a reporter to write the story, we first need to understand that journalist’s beat. United didn’t want that story told. It’s an example of Framing.

Entertainment 195

Entertainment Airlines Advertising Technology 195

CCNG

NOVEMBER 22, 2023

Host a communication game where everyone tells a story and the last person tells the story out loud to the group. With these tools in our arsenal, we're not just chasing fleeting success, we're building a long-lasting legacy of Employee Engagement excellence. This creates laughter and fun amongst the group.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

Myra Golden Media

SEPTEMBER 17, 2020

” “We’ve temporarily closed a number of our call centers for the safety of our employees. ” (True story). ” “Due to our COVID-19 safety measures, we now have to push your service appointment out two weeks.” As a result, we are no longer supporting customers over chat.”

Call Center 348

Call Center Personalization Customer Service Customer Experience 348

ShepHyken

JUNE 8, 2022

This is a great story with a great lesson. . It’s usually just “little things” – details that often are almost unnoticed – that give our customers confidence and help create customer amazement. . In the story, Michelangelo was saying that details, even if they aren’t obvious, are important to him.

Customer Service 323

Customer Service Customer Experience Personalization 323

TechSee

OCTOBER 2, 2023

Her remarkable three-decade commitment to her service provider tells a story of enduring loyalty and trust. Full Disclosure and Celebration Before we delve into Ann’s story, let’s be transparent: Ann is a beloved extension of our team as she is our teammate’s Mom. Thank you, Ann, for sharing your story.

Customer Service 124

Customer Service Customer Experience 124

CCNG

JUNE 14, 2023

Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. I finally booked our flights and decided to use mileage for one of us and a paid ticket for the other.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

AUGUST 12, 2020

I’ll share examples and ideas around being nice as the book is written, but I was recently at a friend’s home and heard a great story that will probably go in the book and is definitely worth sharing today. There’s not only a lesson here, but it’s also a heartwarming story that will make you feel good. I find that story heartwarming.

Customer Service 336

Customer Service Personalization 336

ShepHyken

JUNE 22, 2022

One of our subscribers made a good point.? . A friend mentioned that it surprises him when people communicate with poor use of language, and he shared a story that made me smile. Regardless, I hope you appreciate this story. . Not long ago, I wrote about calling your customer or an employee “honey.”

Customer Service 335

Customer Service Personalization Sales Management 335

ShepHyken

APRIL 28, 2021

Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. The call started off okay but quickly derailed into one of those, “You won’t believe this” kind of stories. This is why some companies get a bad rap! This is a great customer service training lesson.

Scripts 435

Scripts Transportation Customer Support Customer Service 435

CCNG

FEBRUARY 10, 2022

The Why allows us to understand the true Root Cause drivers of our customers’ contacts, enabling us to enact preventative measures to address avoidable, high effort customer interactions and be far more proactive in our service delivery and channel offering.

CCNG 195

CCNG Interactive Voice Response Contact Center Self service 195

Beyond Philosophy

JUNE 12, 2021

These things are part of three news stories that can provide insight into improving your Customer Experience. There are three news stories that we talk about in this episode that, at first glance, do not seem to be about Customer Experience. Our Experience Health Check can help you understand what you have today.

Customer Experience 261

Customer Experience Consulting Consulting Surveys 261

ShepHyken

NOVEMBER 11, 2020

This brings me to a story about Mike, a teenager I met back in the 1980s when I was still doing magic shows. He was just “a kid,” and probably didn’t have a lot of money, and that’s an important part of this story. As we said our goodbyes, I said, “Mike, you didn’t have to do that.” They are our customer service heroes.

Customer Service 401

Customer Service 401

Beyond Philosophy

AUGUST 13, 2022

Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? We also look at the characteristics that fall under those dimensions to determine how these facets can affect our choices.

Personalization 222

Personalization Consulting Consulting Surveys 222

Beyond Philosophy

AUGUST 5, 2023

One of our listeners, Damien, found himself in this pickle recently. To summarize, psychologists would submit that perception applies only to receiving the information through our senses. How we interpret and compare the perceived experiences to our expectations is the reason for the discrepancy. Tell us about it here.)

Customer Experience 195

Customer Experience Feedback Surveys 195

ShepHyken

JANUARY 5, 2022

I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. Warmest regards, Rachel & Harper.

Personalization 435

Personalization Customer Experience Customer Service Sales 435

Beyond Philosophy

JANUARY 4, 2022

To make a long story short, I wasn’t sure that my message about the emotions of Customer Experience was getting anywhere with him. Thinking back, we got through to him by telling stories. These spreadsheets also tell a story. So, if you can create a numbers-based story for numbers-oriented people, that will compel them.

Engineering 222

Engineering Consulting Consulting Best practices 222

Beyond Philosophy

DECEMBER 29, 2023

It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. That’s why we are excited to continue our tradition of reflecting on the past year and what we learned during it. Reflection is a key part of the growth process.

Consulting 222

Consulting Consulting Customer centricity Education 222

Beyond Philosophy

OCTOBER 21, 2023

She is in a pickle, and she needs our help. 08:00 We believe in frameworks to organize thinking, and begin the discussion about ours, which has four parts. 15:42 Colin shares a story about spending way too much on athletic shoes given the level of play of his ten-year-old on the pitch, and how branding made it happen.

Customer Experience 195

Customer Experience 195

Beyond Philosophy

FEBRUARY 23, 2023

I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much because if we do, we’re going to lose customers. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Education 195

Education Management 195

ShepHyken

APRIL 21, 2021

One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By By the way, if you’ve got an amazing – or horrific – customer service story, send it over. That is unless you don’t care if they ever do business with you again.

Customer Service 387

Customer Service Sales Customer Experience 387

Beyond Philosophy

JULY 13, 2021

We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline. This trampoline story is a classic example of what can go wrong when you outsource part of your Customer Experience. The first was crashing our car and making a claim.

outsourcing 419

outsourcing Customer Experience Journey mapping Call Center 419

ShepHyken

NOVEMBER 22, 2021

17 Customer Service Horror Stories That Prove The Customer Is — In Fact — Sometimes Wrong by Allie Hayes. BuzzFeed) We recently asked customer service and retail workers in our BuzzFeed Community, “What’s your wildest ‘Holy heck, this customer is almost hilariously irrational’ story?”

Customer Service 214

Customer Service Customer Experience Surveys Management 214

Beyond Philosophy

FEBRUARY 25, 2023

Time is our most valuable resource. We also talk about how some organizations do it well, and some waste our time unapologetically. 08:10 Colin shares a story about calling his health insurance company and how they did not respect his time, how that could result in his finding a new provider, and how they will never know why.

Surveys 222

Surveys Customer Experience 222

Beyond Philosophy

AUGUST 22, 2020

However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. Focalism is a concept that describes how our minds can overemphasize specific points of information over others, and often the wrong ones. Focalism is a reason we often make mistakes.

Consulting 338

Consulting Consulting Customer Experience Sales 338

Beyond Philosophy

JANUARY 14, 2023

One of our listeners, Jason Bradley wrote in with a business pickle wanting to know what some of these signs are. 7:20 Ryan presents the Rubicon Model and how it applies to our psychology around decision making. 7:20 Ryan presents the Rubicon Model and how it applies to our psychology around decision making.

Consulting 244

Consulting Consulting Sales Surveys 244

Beyond Philosophy

JULY 3, 2021

Here are a few key moments in the discussion: 03:20 Ryan shares a story about his friend and her troubles with a trampoline installation. 12:22 Colin shares a story where a hotel saw their airport shuttle service like it was a favor and he saw it as a failed part of their experience, and why that happens. Complete this short survey.

outsourcing 274

outsourcing Customer Experience Consulting Consulting 274

ShepHyken

DECEMBER 26, 2022

CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories. My Comment: How can we get our customers to come back? Happy Holidays!

Customer Service 162

Customer Service Self service Customer Experience Personalization 162

ShepHyken

MAY 12, 2021

These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If On the other side of the story were the employees who did what they were supposed to do, without really thinking about it. If you’ve been following my work, you already knew that.).

Customer Service 413

Customer Service Management 413