Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. It also tells you how you relate to others who listen to similar things.

Personalization 195

Personalization Advertising Technology Marketing 195

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. 28) can’t be empathetic.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

FEBRUARY 22, 2022

Serving Internal Customers First. They discuss how leaders can empower your customer service team by serving their internal customers first. The external customers are important, but the people that are going to serve those customers are also our customers, known as internal customers. Teaching Employees How to Smile.

Coaching 309

Coaching Personalization Customer Service Management 309

ShepHyken

SEPTEMBER 14, 2021

They discuss how to serve, understand, and create evangelists out of your ideal customers. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back. Identify your ideal clients and ask, “What else can we do for them?”

Engineering 384

Engineering Consulting Consulting Marketing 384

Beyond Philosophy

JULY 19, 2018

We all have a Status Quo Bias when it comes to decision making. Nobel-prize winning economist Richard Thaler and his co-author Cass Sunstein said in Nudge, many people like to go with the flow and when faced with making an active decision, particularly one upon which we must deliberate, prefer to do nothing at all.

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

ShepHyken

JANUARY 5, 2022

While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. We’ve been following the news reports on the severe tornadoes that impacted your area and wanted to reach out. Please let us know if there is anything else we can do for you!

Personalization 435

Personalization Customer Experience Customer Service Sales 435

ShepHyken

DECEMBER 18, 2023

It starts with leadership defining who you are as an organization and what you stand for. We ask our associates how we are doing in helping them excel at their jobs. Then, we make positive changes out of that feedback. We listen, and we improve ourselves.”

Customer centricity 222

Customer centricity Feedback Customer Experience Customer Service 222

CCNG

JUNE 29, 2022

And of course we talk travel with a heartwarming story of being welcomed into homes across Cuba and how to be a traveler in your own city. Rick also hosts the CX Passport podcast and believes the best meals are served outside and require a passport.

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

ShepHyken

OCTOBER 22, 2021

The next step in building upon these customer experience principles is to bring to life the different types of customers who deal with your company. When we are clear on who we are serving and their needs, we are better equipped to exceed their expectations and have them thrilled with their experience. .

Customer Experience 362

Customer Experience Management Finance Banking 362

CCNG

JULY 5, 2023

One: Serve Your Team The most important thing you need to know about leadership is that your primary job is to serve your team. This can be applied at all levels, even as a manager, but the point is that you are there to serve. You likely aren’t in the weeds like you used to be and you also have a limited purview, we all do.

Management 195

Management CCNG Contact Center Accountability 195

Steve DiGioia

MARCH 22, 2021

When we have these processes down pat, we believe that’s “all we need” to ensure a steady stream of satisfied customers. Do you use signage, a listing on the menu, or are your employees educated enough to properly inform any customer who asks? This is more important than you may realize. According to F.A.R.E.

Customer Service 346

Customer Service Education Accountability Management 346

ShepHyken

NOVEMBER 21, 2023

Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want. The pandemic has accelerated the normalization of digital experiences and digital tools. We need to offer the type of self-serve experience they want, which is easy, fast, and personalized.”

Personalization 227

Personalization Self service Chatbots Customer Support 227

Steve DiGioia

JANUARY 3, 2022

We all speak about expectations, customer expectations. It’s also about creating touchpoints with real people who can organically evangelize and grow your brand through their social media and offline interactions with friends and family.”. Serve All Food Together. But usually, they are appropriate. They are so right.

Advertising 351

Advertising Accountability Customer Experience Customer Service 351

Beyond Philosophy

FEBRUARY 22, 2024

However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discussed here. For example, we all know that we shouldn’t kill another person.

Morale 195

Morale Personalization Education Sales 195

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. So, we should be able to speak or type questions like talking to someone. This year has been the year of AI. A vacation?

Airlines 222

Airlines Self service Call Center Personalization 222

ShepHyken

NOVEMBER 11, 2020

Yes, they are paid for the job they do, but the people who are amazing at this role aren’t doing it just for the money. The opportunity to serve is fulfilling. We chatted for a few minutes. He came back the next day to watch the show again, and we talked some more. They give a little extra because that is who they are.

Customer Service 399

Customer Service 399

Bill Quiseng

NOVEMBER 13, 2021

So, here it is: There are some who say that they, as customer service professionals, have been trained to act the part to be happy to serve. They claim they can never “be the part” to be happy to serve. Yet, we, as the audience, believe they are genuinely real. But, more often, we are interacting as we go.

Customer Service 183

Customer Service Customer Experience 183

Steve DiGioia

JANUARY 18, 2021

We all know that the coffee McDonald’s sells is too hot to drink when served. McDonald’s corporate policy was to serve it at a temperature that could cause serious burns in seconds. So, what can we take away from this case, besides the obvious fact that the coffee as served is too hot for consumption?

Customer Experience 298

Customer Experience Engineering Best practices Personalization 298

ShepHyken

SEPTEMBER 5, 2022

CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished. (The “We Serve To Serve Again” by Fred Reggie. We Serve to Serve Again!”

Customer Service 168

Customer Service Journey mapping Surveys Customer Experience 168

ShepHyken

MARCH 18, 2024

Do You Know Who Your Competition In Business Really Is? My Comment: Let’s kick off this week’s Top Five with another excellent article from my friend Dan Gingiss, who writes about your competition – and it’s not who or what you think. My Comment: Last week, Freshworks shared an article from an interview we did earlier this year.

Customer Service 200

Customer Service Government Customer centricity Customer Experience 200

CCNG

AUGUST 10, 2022

She also explains how hiring the right agent, one who is truly passionate about the brand, creates "built-in empathy" for the traveler. Contact center agents, especially those in hospitality, are on the front lines of the Mad Max world of travel we live in today. How can we help those agents?

CCNG 195

CCNG Contact Center Customer Care Surveys 195

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future. When we have to do something very soon, we are less likely to fall victim to it. We are well aware of all of the commitments we’ve already made.

Healthcare 222

Healthcare Engineering Banking Accountability 222

Steve DiGioia

JULY 5, 2021

Most everyone we come across has their own issues that lurk under their sometimes-false façade. I say we should do our part to lessen the burdens carried by our fellow man. When we go to the dry cleaner, supermarket, gas station, or bakery, let’s try our best to share a little ray of sunshine with those who serve us.

Personalization 325

Personalization Customer Service 325

Beyond Philosophy

JUNE 17, 2023

Like most of us, you are conditioned to cooperate with others, which means we usually say yes to most requests to avoid conflict. Self-control serves as a reflection of your values, rather than self-imposed constraints. In this episode, we explore the idea of personal policies, or the rules we set that should guide our decisions.

Marketing 195

Marketing Personalization Customer Experience 195

Beyond Philosophy

MAY 20, 2023

That’s right…we said it. In this episode— and at the behest of a very complimentary listener who says we actually taught them something (!!)—we we explore how you can integrate customer behavior, and the emotions that drive that behavior, into your journey maps. Journey Maps can be useless exercises.

Journey mapping 195

Journey mapping Personalization Customer Experience 195

Bill Quiseng

NOVEMBER 8, 2023

Who is the first President of the United States? Who is Number Four? Who is the first person to walk on the moon? Who is Number Four? (By By the way, the answers to who is Number Four are James Madison and Alan Bean.) Doctors and nurses don’t serve their ailing patients. Serve to delight and WOW them.

Customer Care 88

Customer Care Customer emotions Education Customer Service 88

ShepHyken

AUGUST 3, 2022

I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . It also serves as a warning to a potentially abusive customer. .

Airlines 328

Airlines Customer Support Customer Service 328

Steve DiGioia

JUNE 21, 2021

This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots). I described how, when, and WHY we will be operating the event, used respectful language, offered encouraging words, and gave plenty of smiles throughout the evening.

Morale 299

Morale Customer Service Management 299

Steve DiGioia

FEBRUARY 15, 2021

A keen and faithful observer can see many takeaways that relate to the way we offer service. Have you ever been served by someone who acts like they’d rather be anywhere else than serving you? We Cannot See His Eyes. Great customer service can only be given by employees who want to help others.

Customer Service 348

Customer Service industry standards Personalization Technology 348

ShepHyken

MARCH 31, 2023

This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. Good customer service is something we cherish. We think we’re keeping up with it, but our bodies are like, ‘Oh, actually no.

Customer Service 168

Customer Service Chatbots Surveys Personalization 168

Steve DiGioia

SEPTEMBER 24, 2020

I realize that my paycheck comes from the customers who buy my product or service. Too many times we forget this simple fact. Customer Service Plan – What We Must Not Do. When paired with the customer-first mindset of “who pays for the business”, they are unstoppable. Without them, there is no business.

Customer Service 310

Customer Service Banking Sales Personalization 310

Steve DiGioia

APRIL 1, 2019

How would I be able to serve my customers with these rotten cold symptoms? It is shared by all who expect to be valued, not for our money but for our humanity. Our actions differ because of how we feel and where we’d rather be (like back home in bed). We have a job to do and others need us. But what if I did?

Airlines 269

Airlines Customer Service 269

ShepHyken

JUNE 22, 2022

He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. In fact, there was only the intent to serve. As a society, we may be focusing on the wrong thing. There was no intent to offend or harm.

Customer Service 333

Customer Service Personalization Sales Management 333

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. Artificial intelligence is all around us, helping power many of the tools we use every day. . He shares how organizations can use data and AI-powered tools to benefit customers.

Big data 407

Big data Marketing Personalization Customer Service 407

Steve DiGioia

MAY 5, 2022

How can we incorporate more technology into our business? How can we attract more millennials, what’s important to them? We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambiance. What’s the hottest social media channel to spend our time on?

Customer Service 204

Customer Service Personalization Technology 204

ShepHyken

MARCH 13, 2019

He was so moved to have someone he served offer to serve him. We love when we receive amazing service, and I’m sure we all strive to provide an amazing service experience for our customers. I’ll have a Café Americano!” It could be a cup of coffee, a gift card, or anything that will make them smile.

Customer Service 284

Customer Service Personalization Customer Experience 284

ShepHyken

OCTOBER 6, 2021

He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. . We need to do something about this right away.” Be sure customers know how much you appreciate their business, and how you look forward to serving them again. .

Complaint resolution 411

Complaint resolution Customer Service Customer retention 411