ShepHyken

JANUARY 20, 2021

To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat. So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? The way to make small changes isn’t complicated. Back to the way a phone is answered.

Customer Service 393

Customer Service Journey mapping Customer Experience 393

ShepHyken

AUGUST 20, 2021

He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. This continual repeat business can be key for catapulting your company into greater levels of success! Here are a handful of them: .

Enterprise 410

Enterprise B2B Feedback Marketing 410

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 360

Customer Experience Management Finance Banking 360

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. Both are negative emotions.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. They are moving on to other jobs and opportunities that improve their lifestyles and are a better fit for them. That can cause customers to leave as well.

Morale 307

Morale Customer Service Employee engagement 307

ShepHyken

MARCH 21, 2023

In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. Yes, use the right words, but also say them the right way. Use the customer’s name. Nobody is perfect.

Customer Experience 168

Customer Experience Customer Service Personalization 168

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. What I observed wasn’t a steadfast commitment from their customers; rather, it appeared to be inertia. They can articulate why they prefer your offering.

Airlines 221

Airlines Consulting Consulting Education 221

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.

Customer Service 165

Customer Service Consulting Consulting Customer Experience 165

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.

Customer Service 229

Customer Service Multichannel Customer Experience Technology 229

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. The Five Rules for Designing a Great Digital Experience.

Chatbots 405

Chatbots Consulting Consulting Government 405

Beyond Philosophy

MARCH 18, 2023

However, one fad that will never go out of style is treating your employees as the valuable resource they are. So, to answer our own question, Employee Experience is not just a fad and is definitely the future of a successful organization. He wanted to know how to build an excellent Employee Experience. Fads come and go.

Customer Experience 221

Customer Experience Management 221

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. However, the idea of sending it to the pool via hotline, no less, makes it a surprise and delight to these kids and their families. For example, the hotel has a pool in the courtyard.

Government 195

Government Surveys Education Customer retention 195

Beyond Philosophy

MARCH 5, 2022

Ever been channel surfing and see a movie playing on broadcast that you own in your digital personal library and been unexpectedly delighted? This episode explains why you were so happy to find the movie and why it was better to watch it that way rather than stream it yourself. She says that customers like how it feels like magic.

Consulting 195

Consulting Consulting Marketing Surveys 195

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

MARCH 8, 2019

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know.

Consulting 334

Consulting Consulting Customer Experience Marketing 334

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. Measure Customer Satisfaction Using Quantitative Metrics. Keep Track of Customer Retention Figures.

Customer Experience 333

Customer Experience Metrics Customer retention Analytics 333

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The customer goes to the shop.

Journey mapping 195

Journey mapping Consulting Consulting Personalization 195

Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

JANUARY 23, 2020

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? We discussed this problem in a recent podcast. This situation should not be a surprise. It is a bold prediction, and I agree with it.

Consulting 444

Consulting Consulting Customer Experience Metrics 444

Beyond Philosophy

FEBRUARY 29, 2024

I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges. It’s a way to explain how money in your bank account, no matter where it is from, can be used for anything.

Accountability 195

Accountability Finance Banking Management 195

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar?

Technology 402

Technology Consulting Consulting Personalization 402

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. It may be the least surprising and yet the most important news of 2023. In my book, The Amazement Revolution, I stress the importance of customer communities enhancing the customer experience.

Customer Service 143

Customer Service Surveys Customer Care Customer Experience 143

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CX (Customer Experience) has been around for years. And, now we have TX (Total Experience).

Customer Service 338

Customer Service Best practices Marketing Customer Experience 338

Beyond Philosophy

JANUARY 17, 2020

At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line. Customer Experience requires an investment in time and resources.

Consulting 300

Consulting Consulting Customer Experience Marketing 300

ShepHyken

DECEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. A good customer support experience drives loyalty. (We Customer Experience by Tyler Gallagher.

Customer Service 174

Customer Service Brand ambassadors Contact Center Customer Support 174

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated. Get Straight to the Point.

Interactive Voice Response 234

Interactive Voice Response Customer Experience Self service Contact Center 234

Beyond Philosophy

DECEMBER 11, 2021

However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition. Not surprisingly, it takes standing out from everybody else to fit in with customers. Key Ideas to Improve your Customer Experience.

Best practices 273

Best practices Consulting Consulting Surveys 273

Beyond Philosophy

AUGUST 30, 2019

The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers? It seems a very simple question and yet in reality, the answer is very strategic and critical to moving your CX to the next level. This does not build Customer loyalty.

Customer Experience 351

Customer Experience Finance Consulting Consulting 351

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. 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. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

OCTOBER 2, 2021

Loyal customers are the same way. Not surprisingly, loyal customers are the most profitable and have a direct effect on your bottom line. In this episode we explore the five rules that absolutely build customer loyalty. In this episode we explore the five rules that absolutely build customer loyalty.

Consulting 243

Consulting Consulting Banking Metrics 243

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. As champions of Customer Experience, we don’t need to tell you how crucial it is to get people to change. Key Ideas to Improve your Customer Experience.

Construction 221

Construction Consulting Consulting Customer Experience 221

Beyond Philosophy

DECEMBER 6, 2018

I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. It isn’t surprising, really.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

Beyond Philosophy

MAY 28, 2020

It won’t be good for your career, your team, or your bottom line. We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast. In other words, if you abandon that need for comparison, it’s an excellent way to find a comparative advantage.

Metrics 371

Metrics Engineering Consulting Consulting 371

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. It is surprising how often this gets skipped and bad results arrive from cutting it. Rule #1: Define.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. The first stat above suggests a generational shift from a traditional way of doing things.

Self service 221

Self service Airlines Chatbots Consulting 221

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. When I left British Telecom to start my global Customer Experience consultancy, I remembered my dissatisfaction with the all-theory-no-practicality approach to business.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461