Beyond Philosophy

AUGUST 18, 2022

Cain says people think about leaders and people who change the world as extroverts, and many of them are. Five areas come up in personality research, often referred to as “The Big Five,” which include: Conscientiousness: This area measures your thoughtfulness and how good you are at impulse control and goal-directed behaviors.

Personalization 367

Personalization Consulting Consulting Management 367

Beyond Philosophy

NOVEMBER 5, 2022

The superpower you can develop is influence and it is essential if you want to make changes in your organization. author of Influence is your Superpower: The Science of Winning Hearts, Sparking Change, and Making Good Things Happen. Key Ideas to Improve your Customer Experience.

Construction 221

Construction Consulting Consulting Customer Experience 221

CCNG

JULY 26, 2023

Let’s look at why considering change is so important for your business, how it affects your product decision and a simple way to mitigate its risk to your business. Why Change Is So Important Just the other day I was re-reading Alvin Toffler’s seminal book, Future Shock. And it was published in 1970!

Cloud contact 195

Cloud contact Contact Center CCNG Finance 195

Beyond Philosophy

DECEMBER 10, 2021

Also, treating customers well is good for employees. Back when I was working in corporate life, I went to a presentation in London. 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. Buy his book!

Airlines 273

Airlines Metrics Accountability SaaS 273

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Customer advocacy becomes your best friend. Making the program attractive and valuable to your customers is key.

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

Steve DiGioia

APRIL 17, 2023

I should stop here because I can keep adding to this list all day… Leaders understand what is happening within their department(s). When plans go awry, I find out why. What is creating the problem that has handcuffed your team? Leaders find out why and then dictate a course of action to overcome these challenges.

Morale 147

Morale Sales Personalization Management 147

Beyond Philosophy

OCTOBER 9, 2021

They were once the leaders in their field, the only game in town in some cases, but now they are gone. In this episode, we explore why it is that we tend to stick to our opinions rather than seeing the other side of an issue. Key Ideas to Improve your Customer Experience. Do you remember Blockbuster, Circuit City, or Kodak?

Consulting 195

Consulting Consulting Surveys Customer Experience 195

Beyond Philosophy

MARCH 30, 2023

A sure way to fail in your efforts to reach your target customers is not to understand how things work where they are. If you don’t know about what is important to your prospects and what they value, you are sure to fail. If you don’t know about what is important to your prospects and what they value, you are sure to fail.

Feedback 195

Feedback Marketing Consulting Consulting 195

Beyond Philosophy

MAY 28, 2020

It won’t be good for your career, your team, or your bottom line. So why is it that doing something different does create such success for specific brands? We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast. Apple’s was subjective.

Metrics 371

Metrics Engineering Consulting Consulting 371

ShepHyken

JANUARY 1, 2021

Email automation is a way to keep your customers happy. This is not a good way to do business. That’s why improving communication in automated support emails is a big opportunity. In this post, you’ll find tips on how to write personalized, positive, clear, and unique emails your customers will love. Not exactly.

Customer Service 376

Customer Service Customer Support Education Personalization 376

Beyond Philosophy

SEPTEMBER 23, 2021

Your actions today get you good feedback and also lay the foundation for customers coming back tomorrow. For those of you who are married, how often has your partner said they were fine and meant it? Consider why a customer would go to the competition instead of you? In my case, it’s not every time.

Airlines 273

Airlines Feedback Self service Best practices 273

Beyond Philosophy

OCTOBER 25, 2018

The fact is, improving your Customer Experience means you must also become more customer-centric. What aspects of the experience should you focus your efforts to improve? Part of the reason so many organizations only say they put customers first rather than actually putting them first is that doing so is difficult.

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

Beyond Philosophy

AUGUST 25, 2022

So, how can you create a proactive experience in your organization? So, why would customers want a company to provide a proactive experience? The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Triant has been with the company for over two years, but in this area for over 20.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

NOVEMBER 4, 2021

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. What I mean is that it is essential to understand why the boss is reticent to act. .

Metrics 195

Metrics Consulting Consulting Customer Experience 195

Bill Quiseng

NOVEMBER 1, 2023

And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. Why only three? Why do we have so much difficulty in remembering who is Number Four? If good things come in threes, what does that make Number Four? QUI TAKEAWAY: Customer service is what you do for your customers.

Journey mapping 97

Journey mapping Customer Care Education Metrics 97

ShepHyken

JUNE 14, 2021

MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. This article looks at some reason why with some technical “how to.”

Customer Service 231

Customer Service Customer retention Personalization Surveys 231

Steve DiGioia

MAY 9, 2016

You think you’re a good leader. But your employees don’t work hard for you, they talk behind your back and morale is poor. You don’t understand why. Well, here’s why. 1. Manage from your office. You can’t tell how your business is running by just looking at reports while sitting at your desk.

Morale 0

Morale Feedback Management 0

ShepHyken

APRIL 23, 2021

In this article, we’ll discuss why your brand should consider upping its customer service game on social media and take a look at some brands that do it well. . Why use social media as a customer service channel? . This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva.

Customer Service 314

Customer Service Advertising B2B Chatbots 314

Steve DiGioia

MAY 16, 2016

Once again we identify the reasons for failure, reasons why your employees feel isolated and the reasons why you’re not a good leader. Do you even know the birthdays of your employees, or their work anniversary? Brag about your accomplishments. Brag about your accomplishments.

Morale 0

Morale Accountability Management Customer Service 0

ShepHyken

MAY 21, 2018

My Comment: Starbucks is a leader in customer service and experience. My Comment: If you were ever interested in ruining a relationship with your customer, then read this article. Because bad customer service is bad for your reputation. 5 Reasons Why Your Business Is Losing Customers by Katie Lundin.

Customer Service 208

Customer Service Customer Experience Technology 208

Integrity Solutions

APRIL 8, 2024

The reason this kind of training and coaching isn’t creating the impact they’re looking for is simple: It only addresses one of the sales conversations a salesperson has — the conversation with their customer. Many begin to question whether this even a profession they still want to be in. That’s just the simple truth.

Sales 73

Sales Coaching Personalization Surveys 73

Fonolo

JANUARY 14, 2021

This is why fostering a culture of inclusion, especially today when contact center workers are on the front lines of your business supporting your customers. This is why fostering a culture of inclusion, especially today when contact center workers are on the front lines of your business supporting your customers.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

Integrity Solutions

APRIL 8, 2024

The reason this kind of training and coaching isn’t creating the impact they’re looking for is simple: It only addresses one of the sales conversations a salesperson has — the conversation with their customer. Many begin to question whether this even a profession they still want to be in. That’s just the simple truth.

Sales 64

Sales Coaching Personalization Surveys 64

Toister Performance Solutions

AUGUST 25, 2022

There's also one situation where it's not a good idea. Its mission focuses on that big picture: We relentlessly innovate to easy your journey and inspire adventure. Does your team need to create its own mission statement? That makes it necessary for customer-focused leaders to focus on controlling what they can control.

Accountability 81

Accountability Personalization Customer Service Management 81

Playvox

JANUARY 30, 2024

Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. It can even be as simple as creating leaderboards to showcase your highest-performing team members. Why Gamification? Yet managers continue to fall short. fall in the “engaged” category. What is Gamification?

Gamification 79

Gamification Contact Center Coaching Quality management 79

Fonolo

MARCH 2, 2021

Your contact center runs on technology , but it’s your agents doing the running. We’re hoping that CX leaders realized the key to outstanding service was ensuring their employees were happy. CX leaders are finally realizing the key to outstanding service is happy employees. Look after your people.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Fonolo

SEPTEMBER 2, 2021

If sales and profits are up, business is good, right? But customer success leaders know that performance isn’t always based solely on profit. Here we’ll go through standard KPIs and common reasons why call centers struggle to meet them. There are many call center benchmarks your call center might use. Usually, yes.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

CSM Magazine

NOVEMBER 19, 2020

People often downplay the importance of writing and that’s why some writers are undercharged because someone somewhere thinks it is a combination of words and nothing more. Why is writing important? Your ability to successfully communicate in writing is one quality of a good leader.

Management 139

Management outsourcing Construction Employee engagement 139

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. Customer service is not a department.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Fonolo

APRIL 5, 2022

What comes to mind when you think of the ideal call center leader? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors.

Call Center 99

Call Center Contact Center Gamification Construction 99

Taylor Reach Group

APRIL 23, 2021

When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? Why not simply hire the long-term manager right away? Why delay with interim management? Reasons for Interim Management. By Peg Ayers. Not necessarily. No potential successors exist.

Contact Center 123

Contact Center Management Consulting Consulting 123

Taylor Reach Group

APRIL 9, 2020

Your organization is doing its best with the resources it has. What’s the cost to your organization if nearly three quarters of your customers go elsewhere? What’s 72% of your annual revenue? Start with your front-line employees, the people who are dealing with your customers. What else can you do?

Consulting 173

Consulting Consulting Contact Center Surveys 173

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople believe in themselves. You bet it does.

Sales 126

Sales Coaching B2B Personalization 126

CallSource Insights

NOVEMBER 29, 2022

Quick Summary: While it may not generate revenue directly, your company’s reputation is the foundation for all of your local word-of-mouth marketing efforts. In this article are a few reasons why your company’s reputation matters now more than ever. Online Reviews Affect Your Bottom Line.

Benchmark 97

Benchmark Automotive Feedback Sales 97

Integrity Solutions

SEPTEMBER 2, 2022

Like most things that affect your workforce, leadership (and their ability to develop strong, genuine relationships with their teams) plays a crucial role. This max exodus of talent may be slowing down a bit, but it’s far from over. Now a new phrase has entered the mainstream: quiet quitting.

Management 119

Management Coaching Employee engagement Surveys 119

Russel Lolacher

JANUARY 5, 2022

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. Why should you? And if you don’t have them, you’re going to suck or stall.

Government 98

Government Management Personalization Metrics 98

Integrity Solutions

JUNE 13, 2023

Why does a coaching culture matter? It’s proven that coaching improves performance, increases retention, creates higher levels of employee engagement and provides tools and proven processes for developing leaders both in-the-moment and in the longer-term coaching engagement. Trust in leaders.

Coaching 86

Coaching Employee engagement Sales Management 86