Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. What’s the silver bullet there? It’s hard work.

CRM 195

CRM Sales Customer Experience Management 195

ShepHyken

JULY 30, 2021

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? . One surefire way to really enhance client satisfaction is to anticipate what your customers may need from you in this post-pandemic era.

Finance 381

Finance Enterprise Coaching Consulting 381

ShepHyken

DECEMBER 1, 2021

Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . They also work for the company and the customer. One day he got a call from the CEO.

Healthcare 315

Healthcare Feedback Customer Service Employee engagement 315

ShepHyken

NOVEMBER 3, 2021

There have most likely been times that many of us have fallen short in taking care of our customers. But what happens when it becomes a trend? Any advice/ideas to get our scores moving in a positive direction would be greatly appreciated. It could be an isolated incident, which is easy to fix. He writes: .

Customer Experience 415

Customer Experience Feedback Customer Service Personalization 415

ShepHyken

MAY 5, 2021

In the customer service world, people have expectations. They expect that if they buy something, it will work and do what it is supposed to. The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. Consider that number.

Customer Service 384

Customer Service Management Customer Experience Customer Care 384

ShepHyken

APRIL 13, 2022

“Find a job you love, and you’ll never work a day in your life.” . 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. The right thing to do.

Customer Service 328

Customer Service Self service Feedback Management 328

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. He predicts that customers can ask, “Hey!

Airlines 222

Airlines Self service Call Center Personalization 222

ShepHyken

JUNE 22, 2022

Not long ago, I wrote about calling your customer or an employee “honey.” What was this server’s goal? It wasn’t to disrespect, belittle or embarrass the customer. A friend mentioned that it surprises him when people communicate with poor use of language, and he shared a story that made me smile.

Customer Service 333

Customer Service Personalization Sales Management 333

Steve DiGioia

MAY 25, 2020

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. I appreciate you stopping by.

Customer Service 328

Customer Service 328

ShepHyken

FEBRUARY 12, 2020

What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused.

B2B 359

B2B Sales Management Customer Service 359

ShepHyken

NOVEMBER 11, 2020

That’s what customer service people do. What they get in return—hopefully—is a nice thank you, which, when you think about it, is fairly insignificant , though appreciated, for the work they do. They are customer service heroes. . He came back the next day to watch the show again, and we talked some more.

Customer Service 399

Customer Service 399

ShepHyken

NOVEMBER 23, 2022

Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time. Or it’s an opportunity to surprise a customer. An “over the top” experience happens on occasion.

Customer Service 181

Customer Service Customer Experience 181

Beyond Philosophy

AUGUST 13, 2020

Do you know what annoys me? When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. So, What is Customer Effort and a Customer Effort Score? fear, stress, panic, exhilaration).

Customer effort 458

Customer effort Government Consulting Consulting 458

CCNG

AUGUST 24, 2022

No longer was I serving the colleagues or the external customers in the way I wanted to. My background has always been in customer service in one way or another. I also started a retail customer service job at a local garden center where I put my service attitude to work in an environment I enjoy. Customers appreciate that.

Construction 195

Construction Technical Support Healthcare Consulting 195

ShepHyken

MAY 1, 2023

No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible. What’s happening on the inside is felt on the outside by the customers.

Coaching 162

Coaching Customer Service Feedback Sales 162

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. Ultimately, your employees will exceed customer expectations. HEARTS If you want to win the hearts of your customers, you, first, must win the hearts of your employees.

Employee engagement 158

Employee engagement Management Personalization Customer Service 158

CCNG

MARCH 1, 2023

When you strip a song down to its base, you end up with a simple acoustic version, free of overproduction or electronic distractions. When you strip a contact center down to its base, you end up with one-on-one human experiences: customers talking to agents. You get what you measure. For brands, this creates issues.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

ShepHyken

AUGUST 12, 2020

What does it cost to be nice? When it comes to people interacting with people, that’s probably true. It’s a genuine “thank you” or another comment to share your appreciation for your customer. That’s a great customer service strategy—just be nice! One day, he said to her, “Sit down and watch this.”.

Customer Service 334

Customer Service Personalization 334

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. Embrace customer complaints. Empathize with the customer.

Consulting 384

Consulting Consulting Call Center Metrics 384

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. An example of a company known for having excellent rapport with its customers is Apple. Can you tell me more about how this has impacted you?”

Customer Service 116

Customer Service Personalization Marketing 116

CCNG

MAY 31, 2023

One day, when my children were small, I picked them up from the daycare center and headed home to make dinner. Tired from a long day, we carried the backpacks into the house, and I hurried to the kitchen. Your enthusiasm really pulls people together, and I wanted you to know I appreciate all your hard work.”

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. Their virtual assist technologies are often acknowledged by customers.

Technology 207

Technology Customer Service Customer Support Contact Center 207

Beyond Philosophy

MARCH 23, 2023

However, today, this concept is essential and might be what saves your experience at a time when experiences need saving. I guess many of you have the same problem, so I decided to share what we told him on a recent podcast here, too. We call it Employee Experience because it is alliterative and goes with Customer Experience.

Management 195

Management Personalization Customer Experience Consulting 195

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Airlines 156

Airlines Marketing Customer Experience Personalization 156

Beyond Philosophy

DECEMBER 8, 2022

9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. The original iPhone turned the world on its ear when it first launched. The Curse of Improvement.

Consulting 195

Consulting Consulting Metrics Personalization 195

Steve DiGioia

SEPTEMBER 24, 2020

Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service. Click To Tweet This is customer service fact #1.

Customer Service 310

Customer Service Banking Sales Personalization 310

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. Here are my top five picks from last week.

Customer Service 158

Customer Service Airlines Customer Experience Technology 158

Steve DiGioia

AUGUST 16, 2021

Who cares what your employees say! You prove this each day by your actions. What are you afraid of? The people who do the work each day know more about the job than the managers who rarely get out of their office. Visit your team members throughout the day. The opinions of your employees don’t matter. They don’t.

Construction 245

Construction Personalization Management Customer Service 245

Beyond Philosophy

DECEMBER 3, 2022

Customers are fickle. What once may have exceeded your customer’s expectations one day becomes ordinary the next. ” your customers. While the millionaire would be polite and appreciative of the extra cash, the poor person would feel the difference made by the money far more.

Consulting 195

Consulting Consulting Surveys Personalization 195

Steve DiGioia

MARCH 25, 2020

…my thoughts on the Coronavirus and what comes next. I realize the world doesn’t need more stories from me when they’re more focused on the virus. So, what should I do? What should we do? Politicians bicker about what’s the best course of action and how much financial support to give each American. Well…yes, it is.

Personalization 262

Personalization Management Sales Customer Service 262

ShepHyken

DECEMBER 4, 2019

The other day I went out to breakfast with some friends. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty. What about dividing them in half? Second, take care of the customers and move the tables. How do they learn what not to say?

Customer Service 293

Customer Service 293

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. What is Negative Feedback? For instance, let’s say you work in sales.

Feedback 52

Feedback Construction B2B Call Center 52

Bill Quiseng

DECEMBER 6, 2021

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?”

Customer centricity 195

Customer centricity Education Customer Care Surveys 195

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. A family next to me complained, and when the usher refused to move, they angrily left.

Contact Center 340

Contact Center outsourcing Quality management Marketing 340

Steve DiGioia

FEBRUARY 15, 2021

I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. So, what can the Mandalorian teach you about your customer service? So, what can the Mandalorian teach you about your customer service? The overall experience given is what’s remembered and creates repeat customers.

Customer Service 348

Customer Service industry standards Personalization Technology 348

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. Talk about kindness and compassion every day.

Advertising 351

Advertising Marketing Feedback Customer Experience 351