Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. Even the most well-managed companies will have things go wrong. I always looked at customer complaints as a form of free market research. Organizations should consider what they do with this free market research. Rule #1: Have a plan and process.

Telecommunications 195

Telecommunications Engineering Education Management 195

ShepHyken

SEPTEMBER 14, 2021

The Ultimate Marketing Engine. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. Map where your best customers are today and where they want to go. ” About: John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine.

Engineering 379

Engineering Consulting Consulting Marketing 379

ShepHyken

JULY 29, 2020

I want to predict the experience I’m going to have with the people and places I do business with. So be bold with your marketing, your products and your innovations, but be boring when it comes to customer service and experience. I want it to be good. I want it to be consistent. Sounds monotonous, doesn’t it?

Customer Service 637

Customer Service Feedback Customer Experience Marketing 637

ShepHyken

FEBRUARY 20, 2024

Why is paying attention to market and competition crucial for businesses? If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers.

Customer retention 190

Customer retention Analytics Customer Experience Customer Service 190

ShepHyken

AUGUST 31, 2023

When simply surviving in the saturated e-commerce market is a struggle, achieving business growth might just feel impossible. Enhanced customer satisfaction Stockouts, inaccurate forecasting, delays, silos, poor customer service: all of the weaknesses within your customer journey threaten to ruin experiences. But don’t worry.

Journey mapping 318

Journey mapping Upselling CRM Feedback 318

Beyond Philosophy

FEBRUARY 1, 2024

Seven years is a long time relative to customer markets. So, how can we trust that their answers are telling us what is really going on? Moreover, those results will change over time, which tells you even more about the market. For example, my podcast partner and I did a survey using YouGov’s self-service platform.

Surveys 195

Surveys Self service Marketing Feedback 195

ShepHyken

SEPTEMBER 25, 2023

Companies that excel in simplicity, convenience, and NPS scores tend to outperform the market collectively. For example, exceptional customer service at an Apple store can set the bar for expectations in restaurants and other industries. Think about what your customers will be going through throughout their experience.

Benchmark 201

Benchmark Customer centricity Marketing Technology 201

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels.

Customer Service 357

Customer Service Chatbots B2C Consulting 357

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Bad Customer Service Puts $3.7 In short, if you provide bad service, be prepared to lose sales/money. My Comment: Most loyalty programs are marketing programs.

Customer Service 151

Customer Service B2B B2C Engineering 151

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. As I researched new ideas for this edition of The New Rules of Marketing and PR , I conducted interviews either in person or on Zoom.

Big data 402

Big data Marketing Personalization Customer Service 402

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format. Here we go: . Our customer service research revealed that 87% of Baby Boomers, who make up over 21% of the U.S.

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well.

B2B 362

B2B Journey mapping B2C Telecommunications 362

ShepHyken

JULY 15, 2022

The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. . My service is so good that I stay and I pay. . I’ll explain how you might choose to go above and beyond at each step. . Not hardly. . 10x Treatment for New Clients.

Coaching 325

Coaching Customer centricity Accountability Feedback 325

ShepHyken

OCTOBER 9, 2023

This allows contact centers to handle more inquiries while maintaining service quality. When we emphasize the importance of involving humans, it helps us anchor ourselves as we move forward.” “AI is going to make the birth of the Internet look quaint. He is a seasoned marketing executive with 20 years of experience.

Customer Support 212

Customer Support Enterprise Technology Contact Center 212

CCNG

JUNE 14, 2023

After talking with the agent and explaining the situation, she commented that she didn’t want to see me as the next defendant in divorce court and she was going to move me on to my husband’s flight since the tickets on my flight were going for more money. Worst yet, my husband was getting in 2 hours prior to my flight.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. It is also impossible to ignore its importance to marketing. My Comment: Customer Experience (CX) is marketing. They build brands.

Airlines 344

Airlines Customer Service Coaching Surveys 344

Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). We encourage clients to research their customers all the time. We talked about this research in a recent podcast. You All Want Growth.

Consulting 479

Consulting Consulting Marketing Customer Experience 479

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

B2B 156

B2B Customer Service B2C Advertising 156

ShepHyken

NOVEMBER 23, 2021

Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. Almost two-thirds of SMB’s are going to make up to 20% of their sales during the holiday season. ” About: Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. .”

Advertising 317

Advertising Marketing Surveys Sales 317

Beyond Philosophy

MARCH 31, 2020

The world and the market had changed! One of the airlines I had bookings with had put a note for a number of days saying they are working on a self-service option to change tickets with open ones via their website or app. Marketers have long known that it is at a time of big changes that customer habits are up for grabs.

Airlines 499

Airlines Healthcare Government Self service 499

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. Here are my top five picks from last week.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

ShepHyken

JANUARY 4, 2022

Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. However, The Five9 Customer Service Index 2021 found that: Customers from the US, UK, Germany, Italy, and Spain all ranked phones as the preferred choice when dealing with customer service issues. 51% preferred phone when it comes to general issues.

Virtual Agent 318

Virtual Agent Interactive Voice Response Contact Center Consulting 318

ShepHyken

JULY 30, 2021

They could be in the market for the services that you offer, so you must ensure they are nothing short of satisfied with the experience that you provide. If your customers are not fully happy with your company’s services, they may consider taking their business to one of your competitors. Foresee What Your Clients Need? .

Finance 376

Finance Enterprise Coaching Consulting 376

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. There is no end to the service/CX journey.

Customer Service 167

Customer Service Morale Customer retention Marketing 167

ShepHyken

APRIL 20, 2021

The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems. They discuss how autonomous customer service impacts the company, its employees, and their customers.

Self service 337

Self service CRM Customer Service Marketing 337

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. They are an amazing example of customer service and CX, and there is much to learn about this brand. They are an amazing example of customer service and CX, and there is much to learn about this brand.

Customer Service 269

Customer Service Entertainment Banking Marketing 269

ShepHyken

OCTOBER 19, 2022

The company marketed the car as “an appliance” for people who wanted a no-frills basic car to get them from point A to Point B. . The company marketed the car as “an appliance” for people who wanted a no-frills basic car to get them from point A to Point B. . Those comments and awards are what I refer to as The Echo. Consider this.

Automotive 307

Automotive Advertising Engineering Feedback 307

ShepHyken

AUGUST 13, 2021

He writes about how successful, global brands use social media to deliver outstanding customer service experiences. We run through how global brands have used social media to deliver outstanding customer service experiences, grow their consumer base, retain clients, and protect their brand reputation. . KFC – #KFCCrisis.

Customer Experience 352

Customer Experience Management Chatbots Accountability 352

ShepHyken

FEBRUARY 27, 2023

Top Takeaways: Customer experience, including customer service, is marketing. Marketing must tell that story to the customer support team so everybody in the company can embody that story. The frontline customer service and sales reps dealing directly with your customers are part of your marketing department.

Customer Experience 156

Customer Experience Marketing Sales Customer Service 156

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” The response was that 58% said, “Yes.”

Customer Service 313

Customer Service Surveys Marketing Customer Experience 313

ShepHyken

APRIL 1, 2022

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. Digital Marketing and purchasing have grown to a large extent over a couple of years. If we go back a decade or two, it was not the case. Being Omnipresent.

Feedback 196

Feedback Entertainment Surveys Banking 196

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. CMSWire) ECM and content services, while related, are not the same. CMSWire) ECM and content services, while related, are not the same. The Benefits of Empowering Your Customer Service Team by Marisa Sanfilippo.

Customer Service 336

Customer Service Best practices Marketing Customer Experience 336

ShepHyken

JUNE 8, 2021

How to Identify Market Opportunities that Your Competitors Miss. Top Takeaways: The global pandemic has given businesses time to focus on what customer service means and how it affects their bottom line. A personalized service compels customers to continue doing business with you.

Marketing 247

Marketing Customer Service Personalization Management 247

ShepHyken

AUGUST 11, 2023

This week, we feature an article by Nandini Sharma, marketing manager at ProofHub. Even if it is not your fault, empathizing with your customers is not going to harm you. She writes about how to listen to your customers with the goal of connecting. I am not here to talk about childish stuff like, “Listen to your customers.”

Customer retention 156

Customer retention SaaS Marketing Customer Care 156

ShepHyken

APRIL 23, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. .

Customer Service 314

Customer Service Advertising B2B Chatbots 314