Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Yep, you guessed right, not much. We were a tight-knit group.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: In my newest book, I’ll Be Back , I cover the difference between a repeat customer and a loyal customer.

Customer Service 379

Customer Service B2C B2B Customer retention 379

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Recognize that customer emotions apply. Manage different customers differently.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. It’s common for businesses to have clear standards on how employees should interact with customers.

Customer Service 168

Customer Service Contact Center Customer centricity Banking 168

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

Customer Service 196

Customer Service B2C B2B SaaS 196

Beyond Philosophy

MAY 9, 2020

They are also foundational to your Customer Experience. If you enrich your experience with these principles, which include things like learning to genuinely like other people and encouraging a favorable environment for reciprocity by your sincere generosity, you can benefit your bottom line. Key Takeaways.

Consulting 317

Consulting Consulting Personalization Customer Experience 317

Beyond Philosophy

NOVEMBER 22, 2017

Organizations love to talk about building relationships with customers. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? These are not the kinds of relationships I want to be a part of! Building lasting business relationships isn’t rocket science. How do we make it work?

Airlines 338

Airlines Consulting Consulting Advertising 338

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres.

Journey mapping 176

Journey mapping Customer Service Customer Experience Contact Center 176

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this.

Customer Service 168

Customer Service Self service Personalization Marketing 168

CCNG

DECEMBER 6, 2023

It’s not near as embarrassing now-a-days telling your buddies you are off to play pickleball, what with Tom Brady, Kim Clijsters, Mark Cuban and Lebron James all owning Major League Pickleball teams. Fast-forward all the way to the year 2003. People are desperate for relationships…and are willing to try new things to find them.

CCNG 195

CCNG Healthcare Consulting Consulting 195

Beyond Philosophy

APRIL 17, 2021

New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. These two ways of thinking help us make decisions.

Consulting 195

Consulting Consulting Enterprise Analytics 195

ShepHyken

MARCH 30, 2021

The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Every interaction you have with external customers, as well as internal customers, should end with everyone feeling better than when they came to you. Shoot for the stars.

Advertising 354

Advertising Marketing Feedback Customer Experience 354

ShepHyken

JUNE 18, 2021

7 Keys to Successful Customer Service. He writes about the 7 customer service elements that ensure your shoppers stay happy and included. Businesses wouldn’t be anything without their customers’ continuous support. Therefore, it’s essential to show your loyal buyers how integral they are to your success.

Scripts 370

Scripts Customer Service Personalization 370

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. .

Construction 406

Construction Chatbots Consulting Consulting 406

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. By the way, I also fly Delta and I can’t argue what this author’s view on how well Delta has managed both the employee and customer (passenger) experience. Here are seven customer service ideas.

Airlines 251

Airlines Customer Service Automotive Customer Experience 251

Beyond Philosophy

DECEMBER 15, 2022

Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares? So, let’s say we have a story we want customers to hear. To get people to do something you want, you must understand their values and position your message to meet those things. Frame it Properly.

Entertainment 195

Entertainment Airlines Advertising Technology 195

Beyond Philosophy

AUGUST 21, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. The focus was on customer-generated reviews, like restaurant reviews.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

SEPTEMBER 10, 2020

Your love for the team makes them the best, and your “hope springs eternal” that this year will be their year. Your love for the team makes them the best, and your “hope springs eternal” that this year will be their year. One way we reduce the conflict is to align our behavior with our beliefs.

Consulting 457

Consulting Consulting Advertising Accountability 457

Beyond Philosophy

MARCH 26, 2020

In times of trouble, it is best to start a dialog with your customers. Communicating with your customers will not reduce the global uncertainty around the health crisis. Communicating with your customers will not reduce the global uncertainty around the health crisis. Be open and honest with your customers.

Airlines 348

Airlines Consulting Consulting Call Center 348

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Empower your people. Embrace customer complaints. Be fast, stupid.

Consulting 383

Consulting Consulting Call Center Metrics 383

Beyond Philosophy

AUGUST 9, 2019

Measuring your progress for your Customer Experience strategy is an essential aspect to your program’s success. Not only will it show if your program is working to provide an excellent experience for your customers, but it also shows what customers really value, which can be an elusive thing to discover.

Airlines 262

Airlines Surveys Consulting Consulting 262

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.

Airlines 273

Airlines Feedback Self service Best practices 273

Beyond Philosophy

SEPTEMBER 6, 2019

However, strategy is essential to ensure that all your tactics are not a waste of time. . Customer Experience Strategy was the subject of a recent podcast. Customer Experience Strategy was the subject of a recent podcast. You are thinking about how to feed and hydrate your team. How do you build one? . Let me explain.

Journey mapping 332

Journey mapping Consulting Consulting Customer Experience 332

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 155

Customer Service Chatbots Self service Customer Care 155

Beyond Philosophy

OCTOBER 12, 2016

Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. Although, to be honest, I don’t think it is possible to improve on the perfection of Pet Rock 1.0! We live in the data age.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture.

Customer Service 156

Customer Service Surveys Customer Experience Personalization 156

ShepHyken

MAY 15, 2020

He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. I’ve been thinking a lot about trust lately and its importance when it comes to relationships. Trust is foundational to relationships with people — and with companies.

Contact Center 342

Contact Center outsourcing Quality management Marketing 342

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. I have assembled them here for your reference. Focus on the ROI of CX improvement.

Consulting 348

Consulting Consulting Benchmark Personalization 348

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. What is a Customer Health Score? What is a Customer Health Score?

Metrics 89

Metrics SaaS Customer advocacy Accountability 89

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, much to my surprise, many people are scared of this technology.

Airlines 354

Airlines Banking Technology Customer emotions 354

ShepHyken

AUGUST 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Can Artificial Intelligence Improve Your Customer Service? I have seen incredible strides over the past few years as these technologies improve. Here are my top five picks from last week. by Mitul Makadia.

Customer Service 211

Customer Service Best practices Contact Center Chatbots 211

Beyond Philosophy

JUNE 7, 2017

But what does this mean for your company or organization? But what does this mean for your company or organization? Without trust, people are hesitant to buy your products or use your services; they hesitate to invest in, vote for or otherwise support you, because it’s just too risky. The Rise of Authenticity.

Government 304

Government Advertising Surveys Marketing 304

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? So we thought it was best to reveal to you how to build your very own contact center supervisor dream team. This contact center supervisor “stuff” has become too complicated to leave to chance — particularly if you are trying to have a positive employee and customer experience.

Contact Center 179

Contact Center Coaching Construction Call Center 179

aircall

OCTOBER 17, 2022

As your start planning for the coming year, optimizing your sales win rate is probably a top priority. To gain a deeper understanding of how to improve it, let’s first take a look at how to define it, calculate it, and why it’s important. . How to Define Your Sales Win Rate. Why You Should Prioritize Your Sales Win Rate.

Sales 117

Sales Gamification Metrics Accountability 117

Quality Contact Solutions

NOVEMBER 12, 2021

Customer satisfaction is vital to the success of any business. You want happy customers because satisfied customers are repeat customers! And repeat customers mean more revenue for the company. Every business wants to make customers happy, but most assume they already do. Listen to their feedback.

Telemarketing 105

Telemarketing outsourcing Feedback Sales 105