Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. Customer loyalty is a function of memory.

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Feedback Consulting Consulting Government 486

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. Don’t Be Like the Milkman.

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Customer Experience Consulting Consulting Personalization 448

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. Then, once we sorted through it all, we identified the Emotional Signature®.

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Customer emotions Construction Surveys Finance 195

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is. However, customer loyalty necessitates thinking long term.

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Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers. Sure, but….what

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Customer emotions Management Journey mapping Customer advocacy 435

ShepHyken

JULY 21, 2021

Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. I’ve written about today’s topic before.

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Customer Service Customer Experience 436

Beyond Philosophy

JULY 22, 2023

They find themselves grappling with authenticity in their experience and want to know how to improve and leverage it to generate growth with their customers. In this podcast, we discuss authenticity and how it matters in Customer Experiences. What we discover is elementary, our dear Watsons. Check it out here.

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Customer Experience 195

ShepHyken

FEBRUARY 6, 2023

Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience. Treat your customers as partners. Reach out to customers who leave a negative comment, ask them about what happened, and let them know what you can do for them.

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Feedback Banking Sales Customer Service 302

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. That’s a 57% gap!

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Chief Customer Officer Surveys Customer Service Customer Experience 309

Beyond Philosophy

AUGUST 26, 2023

It stinks to wait around for something as a customer. However, it’s a fact of life that customers have accepted over time. It also stinks to know that your experience makes customers wait sometimes. However, despite your diligent efforts, you still have some time where customers are waiting around.

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Management Customer Experience 195

Beyond Philosophy

MAY 25, 2023

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. To be clear, we don’t have all the answers using the behavioral sciences. The customer goes to the shop.

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Journey mapping Consulting Consulting Personalization 195

ShepHyken

JULY 11, 2023

I wish we could do something about it, but the city of Las Vegas is preparing for the big race later this year. Be Proactive – If enough guests are complaining about something that is completely out of your control and you know the problem is going to continue, proactively inform them when they check in. Act like you care. That’s okay.

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Construction Customer Service Customer Experience Management 296

Beyond Philosophy

MAY 20, 2023

That’s right…we said it. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you. However, the result is a customer process, not a journey map.

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Journey mapping Personalization Customer Experience 195

ShepHyken

OCTOBER 6, 2021

That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation. So, here are a few lines that customers love to hear. We need to do something about this right away.” I’m glad you called.

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Complaint resolution Customer Service Customer retention 411

Beyond Philosophy

FEBRUARY 25, 2023

Moreover, you are competing for customers’ time. Moreover, you are competing for customers’ time. If you are careful with it, you can end up on the bad side of an evaluation and a losing side of the battle for their attention in the future. Did you know we have a YouTube Channel too? Check it out here.

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Surveys Customer Experience 221

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Then, we sat for an extra 45 minutes on the tarmac while the airport found us a gate. So, we must try something else. Sure, it happens, I thought.

Airlines 365

Airlines Calibration Self service Consulting 365

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. You know it is! So, what should we be measuring? What’s the best metric?

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Metrics Feedback Sales Customer Service 380

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Defining Proactive.

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Cloud contact Contact Center Construction Consulting 369

ShepHyken

MAY 26, 2021

Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. We agreed to meet on Zoom. I was on time.

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Sales Enterprise Customer Service Personalization 357

ShepHyken

DECEMBER 30, 2020

As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. Not knowing if I would be right, I planned my business in case it didn’t work out the way I wanted it to. I’m very optimistic about the future.

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Finance Customer Service Personalization Management 368

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. Your company will choose which channels to configure for customers to reach out.

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Customer Support Wait times Self service Best practices 316

ShepHyken

JUNE 24, 2020

It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels.

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Customer retention B2C B2B Customer Service 416

ShepHyken

FEBRUARY 23, 2022

When you flip a light switch, you know exactly what to expect. I ended up switching back to my old cable and internet company. . I ended up switching back to my old cable and internet company. . Just do a Google search of “How long do we spend waiting in lines?” The light comes on – right away. No hesitation.

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Sales Customer Service Customer Support 322

AWS Machine Learning

APRIL 16, 2024

Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. FMs and the applications built around them represent extremely valuable investments for our customers. FMs and the applications built around them represent extremely valuable investments for our customers.

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Engineering Personalization Accountability Customer Experience 120

ShepHyken

OCTOBER 27, 2021

Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . I’m glad we were able to resolve it.

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Scripts Customer Service Customer Support Customer Experience 367

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. To that end, employees receive no sales commissions and have no sales quotas. S atisfy – Make it right.

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Customer Service Personalization Sales Technical Support 341

ShepHyken

APRIL 9, 2021

This week we feature an article by Vihar Naik a writer for CallHippo , a cloud-based Intelligent virtual phone system for business & enterprise. Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? Customer Service Telephone Skills to Master.

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Customer Service Scripts voip contact center solutions 352

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.

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Customer Service Contact Center Customer centricity Banking 166

ShepHyken

APRIL 13, 2022

Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. Just out of college I started my career as a customer service expert. These lessons laid the foundation that ignited my passion for customer service.

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Customer Service Self service Feedback Management 328

ShepHyken

SEPTEMBER 23, 2020

Before we go further, you should know this isn’t a super-competitive league. Before we go further, you should know this isn’t a super-competitive league. We all agree that we’re going to work the next day, so we agree to no physical contact, known in the game as “checking.” Is that the end?

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Customer Service Sales Customer Experience Personalization 328

ShepHyken

JUNE 9, 2021

Everybody has angry customers. Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations.

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Customer Service Management Personalization 372

ShepHyken

JUNE 20, 2023

There is a happy ending to the story. He said, “Obviously, we made a mistake, and we want to apologize to everybody out in New Mexico. The good news is that of all the mistakes we could make, this one is at least easily fixable.” And there is a similar story that happened just a few weeks ago. In 1996 the U.S.

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Customer Service Entertainment Airlines Customer Experience 168

ShepHyken

DECEMBER 23, 2020

So, when the actors speak their opening lines, it is actually the end of the opening. You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. It’s the same in business. Consider this.

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Customer Service Entertainment Wait times Customer Support 301

ShepHyken

SEPTEMBER 23, 2022

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. She shares five key tips for creating an exceptional experience for customers. Customer experience is constantly changing and evolving.

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Brand ambassadors Chatbots Self service Contact Center 200

Steve DiGioia

FEBRUARY 7, 2022

Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it. Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it. So, what do you do with an employee like this?

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Enterprise Management Accountability Customer Service 345

Steve DiGioia

JUNE 25, 2020

Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic?

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Personalization 290

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service. Getting there will require a broader perspective on service.

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Chatbots Customer Service Wait times APIs 202