Steve DiGioia

OCTOBER 3, 2021

But something happened that made me disappointed in the service. Good question. I took it in for a minor repair – which they did. Should We Expect WOW Service? Question: Where do the responsibilities end for a service provider? Question: Where do the responsibilities end for a service provider?

Morale 288

Morale Customer Service 288

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She was telling me that I wasn’t going to get my answer that day. She asked if she could call me back the next day so we set up a time to talk, and true to her word, she did – and she was on time. Good news on that third call. She was amazing. Next, she explained why.

Customer Support 367

Customer Support Customer Service Personalization 367

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. He did a great job.

Healthcare 315

Healthcare Feedback Customer Service Employee engagement 315

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. Be fast, stupid.

Consulting 383

Consulting Consulting Call Center Metrics 383

ShepHyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. 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. . No problem.

Coaching 328

Coaching Customer centricity Accountability Feedback 328

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. So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that.

Telecommunications 195

Telecommunications Engineering Education Management 195

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 472

Management Entertainment Consulting Consulting 472

ShepHyken

JUNE 20, 2023

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. A Puerto Rican family traveling from the United States to Puerto Rico was denied boarding a plane because their infant child did not have a U.S. mainland and U.S.

Customer Service 168

Customer Service Entertainment Airlines Customer Experience 168

ShepHyken

MAY 12, 2021

During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If A customer had left her purse at the store. Thank the customer for making a purchase.

Customer Service 412

Customer Service Management 412

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

JUNE 10, 2020

Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. Let’s break this down.

Customer Service 389

Customer Service Customer Experience 389

Beyond Philosophy

JANUARY 20, 2022

Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. As you can see, this was pre-pandemic and a time that I think of as the height of the Customer Experience movement.

Customer Experience 195

Customer Experience CRM Customer centricity Self service 195

Beyond Philosophy

AUGUST 11, 2022

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual.

Airlines 365

Airlines Calibration Self service Consulting 365

ShepHyken

AUGUST 28, 2019

I smiled and said: “It’s not where you’re hitting from. It’s where you’re going to. Think about where you want to land, not where you don’t want to land.”. Not only did he clear the water, but he also landed dead center on the fairway. Don’t get hung up on where you are now. It’s Where You’re Going.

Customer Service 311

Customer Service Management 311

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

Steve DiGioia

MARCH 20, 2023

“So, you’re telling me that THIS customer is more important than all the rest?” I’m sitting in our daily staff meeting where we discuss the upcoming banquet events. Each sales manager would touch on the key points of their customer’s requests, and I would explain the operational procedures on how we plan on servicing the event.

Sales 182

Sales Management Customer Service 182

Beyond Philosophy

JULY 26, 2018

Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience? Did you or someone you know someone who went to the Congo? Where we are coming from is how we determine or judge where we are. Your Customers Have Expectations, Too.

Real estate 330

Real estate Morale Customer Experience Consulting 330

Beyond Philosophy

OCTOBER 1, 2020

When we try to forecast our preferences going forward, we often get it wrong. We all do this stuff because of the natural bias we all have for overestimating our preference for variety—and your customers also have it. By the way, my podcast is The Intuitive Customer , and you can subscribe to it – I hope you listen to it, too).

Journey mapping 447

Journey mapping Consulting Consulting Customer Experience 447

Beyond Philosophy

AUGUST 12, 2021

My expectations and anticipation are because of the Halo Effect, and, just like mine did for Apple, it influences people’s impression of you. . The Halo Effect is a psychological phenomenon where people form a general impression about some person or thing. On the other hand, my positive feelings towards Apple are going strong.

Consulting 221

Consulting Consulting Management Customer Experience 221

ShepHyken

JUNE 3, 2020

This is one of those unbelievable customer service stories that borders on the ridiculous. I responded, “I’ll have exactly what that customer in front of me just ordered.” That woman just ordered ten seconds before I did. Did it really matter? I was at an airport and wanted some breakfast. I would have loved that.

Customer Service 304

Customer Service Personalization Management 304

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. And the question is, how can we create a loyalty or stickiness to his customers? When you do good things, you make a deposit.

Banking 195

Banking B2C B2B Construction 195

Steve DiGioia

APRIL 17, 2023

Service suffered. We were refunding money back to customers for mistakes that could have been avoided. But he did nothing about it. I did, time and time again. When plans go awry, I find out why. Then, little by little, one good team member quits. appeared first on Steve DiGioia Customer Service Blog.

Morale 147

Morale Sales Personalization Management 147

Beyond Philosophy

AUGUST 3, 2023

I’ve always sat down with my direct reports and asked them effectively, “So where do you see yourself being in five, ten years’ time? So, I worked on getting some training for team development, marketing, and customer service. Also, you have to do a good job. I’ve done that with my kids, too.

Sales 195

Sales Management Marketing Consulting 195

Beyond Philosophy

AUGUST 25, 2019

While I wasn’t trying to stick it to them, I was far more concerned with what was good for me than for them. For example, your business might go under if you treat too many people like family and not enough like customers. I am speaking, of course, about internet service providers (ISP). My Mont Blanc pen, for example.

Morale 358

Morale B2B Consulting Consulting 358

ShepHyken

FEBRUARY 20, 2019

When it comes to taking care of customers, sometimes people go a little further than expected. In a sense, that is what customer service is about. Sure enough, he did. Mr. Rao explained what happened and an hour later the driver made his way back to the hotel where he had picked up Mr. Rao earlier that day.

Customer Service 265

Customer Service Customer Care 265

Beyond Philosophy

AUGUST 20, 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 870

Transportation Surveys Consulting Consulting 870

ShepHyken

FEBRUARY 8, 2022

Building a Reactive and Predictive Customer Experience. They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: Wherever customers go, something is different. COVID has caused customers to feel anxiety and a lack of control. Start small and start quickly.”

Healthcare 217

Healthcare Feedback Surveys Customer Experience 217

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. How did that software update go for you last time?”

Customer Service 116

Customer Service Personalization Marketing 116

Beyond Philosophy

JANUARY 23, 2019

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. He says they are the four basic summaries of human behavior.

Management 361

Management Consulting Consulting Accountability 361

Beyond Philosophy

DECEMBER 17, 2022

When we reflect upon the passing year and make plans for the New Year: what we want to keep, where we want to be, and how we need to change. However, habits can be broken once you understand where you need to intervene. With a few tricks and some real motivation, you can kick a bad habit or even start a good one.

Consulting 150

Consulting Consulting Surveys Customer Experience 150

ShepHyken

JUNE 28, 2019

Yet bank employees did not disappear with the advent of the ATM. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past.

Contact Center 279

Contact Center Self service Banking Airlines 279

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson.

Customer Service 348

Customer Service B2B Best practices Customer Experience 348

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued. Expectation: Customers expect connected journeys with consistent interactions.

Customer Experience 248

Customer Experience Advertising Employee engagement Sales 248

ShepHyken

FEBRUARY 26, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers. The foremost among them is to understand your customer in the best manner possible. Maximizes leads.

Marketing 294

Marketing Journey mapping Upselling Advertising 294

Upstream Works

JUNE 9, 2022

When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company. There was a reason you did it in the first place – he said there was a point where you slammed your fist on the table and said, “There must be a better way!”

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy.

Enterprise 301

Enterprise Coaching Personalization Customer Experience 301

ShepHyken

APRIL 9, 2021

Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service. Customer Service Telephone Skills to Master. The first impression is the last.

Customer Service 352

Customer Service Scripts voip contact center solutions 352