Beyond Philosophy

FEBRUARY 16, 2023

Having a lot of choices is a blessing—until you have too many. Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. However, if you ask people whether they want fewer or more options in any given offering, they will almost always say they want more.

Consulting 195

Consulting Consulting Marketing Management 195

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome.

Consulting 448

Consulting Consulting Call Center Personalization 448

Beyond Philosophy

APRIL 13, 2023

In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. However, during my fuming, it also occurred to me that FOMO is a powerful driver of customer behavior. You don’t want to miss the next trend or viral meme.

Marketing 195

Marketing Accountability Education Management 195

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. You might feel self-checkout is extra work. So, some self-service helps, and some hurts.

Self service 221

Self service Airlines Chatbots Consulting 221

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. Now, I enjoy shopping.

Customer Experience 405

Customer Experience Banking Transportation Entertainment 405

Beyond Philosophy

JUNE 11, 2020

” Sometimes we don’t mind waiting at all; sometimes we mind very much. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. I hardly noticed the wait because I was so busy with the crossword. .”

Wait times 403

Wait times Management Consulting Consulting 403

Beyond Philosophy

JUNE 15, 2017

Unfortunately, none of this is good news for your Customer Experience. A much-maligned generation, Millennials have been the subject of many viral work videos. They are the future of your workforce and the future of your Customer Experience. As I always say, happy employees make happy customers.

Employee engagement 364

Employee engagement Consulting Consulting Customer Experience 364

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . If you do, you are in the minority. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. So, let’s look at the rules first and then dive deeper into what I mean by them. Understand and complement your weaknesses.

Consulting 195

Consulting Consulting Education Customer Experience 195

Beyond Philosophy

SEPTEMBER 2, 2021

Some of you may know that I also have a podcast. Since email response is an issue many of you are dealing with, I thought I would share how you can use the behavioral sciences to increase your response rates. You want people to do something after they read it. How You Frame it Could Change How Customers Respond.

Banking 195

Banking Personalization Consulting Consulting 195

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018. Why You Love Super Bowl Ads but Hate Shopping!

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

Fonolo

OCTOBER 15, 2020

Are you truly listening to your customers? Sure, your agents hear their concerns and issues each day. Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. And if you want to keep them happy and brand-loyal, you need to develop solutions to their problems.

Contact Center 144

Contact Center Scripts Interactive Voice Response Technology 144

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. Understanding these truths is critical to the work of an economist, and it is also vital to moving your Customer Experience to the next level. Let’s say you accept this premise, that people lie in surveys.

Surveys 343

Surveys Big data Engineering Advertising 343

Nicereply

SEPTEMBER 15, 2022

There is nothing worse than using one of these support phrases and make your customers really angry. Running a business is a stressful job, and even if you are doing everything you can to keep all your customers happy, you’re bound to suffer some meltdowns. It’s our policy.”.

Best practices 98

Best practices Customer retention Customer Support Customer Service 98

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of 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. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. But Does She Have Customer Service Skills?

Customer Service 242

Customer Service outsourcing Surveys Marketing 242

Beyond Philosophy

OCTOBER 31, 2014

Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” I won’t even get into why they Scottish chose not to go. So in the late 19th century there was a national uprising. to independence.

Customer Experience 381

Customer Experience Banking Consulting Consulting 381

Beyond Philosophy

NOVEMBER 8, 2019

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. . If you feel wealthy and confident, then you spend more.

Consulting 294

Consulting Consulting Marketing Customer Experience 294

Beyond Philosophy

OCTOBER 29, 2014

Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” I won’t even get into why they Scottish chose not to go. So in the late 19th century there was a national uprising. to independence.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity. Think about it.

Upselling 83

Upselling Contact Center Engineering Banking 83

Beyond Philosophy

MARCH 22, 2017

However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to adapt to the changing expectations of today’s discerning (and demanding) customers.

Entertainment 318

Entertainment Consulting Consulting Customer Experience 318

ShepHyken

FEBRUARY 15, 2019

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Investing in a point of sale (POS) system is a game changer for your retail business. so they can provide that extra special service.

Sales 229

Sales Personalization Feedback Management 229

Babelforce

NOVEMBER 29, 2023

Call queues are a universally dreaded aspect of calling customer service. No one likes to wait in line, whether it’s at the grocery store or on the phone with customer support. But why do we hate waiting so much? So, what makes call queues so intolerable?

Wait times 52

Wait times Call Center Technology Management 52

Beyond Philosophy

MAY 26, 2015

Follow the stories here and write your own (please use #IfIWere22 in your post). When I was 22, I hated it when people said, “You need more experience for this role.” ” I really hated it, but now I realised they were right… I needed more experience to make good decisions.

Feedback 356

Feedback Customer Experience Management 356

Beyond Philosophy

JULY 24, 2017

So a couple of months ago, Lorraine and I headed out to our local Jeep dealership. And thus began an excellent case study in how NOT to treat your customers. But why did it have to be so bloody painful? These are NOT the emotions that should be evoked in a good Customer Experience.

Employee engagement 278

Employee engagement Finance Sales Consulting 278

Beyond Philosophy

JUNE 22, 2016

When you listen to this video, what I find most interesting here is that no matter where the person was from, his or her gender, or whether they were for or against it, nearly all of them talk about things that will be lost if they stay in the EU or leave it. Propeller TV’s “ Brexit: Leave EU or Not? A Feeling of Déjà Vu?

Customer centricity 282

Customer centricity Consulting Consulting Customer Experience 282

Call Design

MAY 14, 2021

IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time. Since then, the technology has come a long way, and is now pretty much considered a standard part of any contact centre that has any scale to it. ” The Benefit of using an IVR.

Interactive Voice Response 146

Interactive Voice Response Self service Wait times Banking 146

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective. Here’s why.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective. Here’s why.

Upselling 97

Upselling Metrics SaaS Sales 97

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. Now, I enjoy shopping.

Customer Experience 186

Customer Experience Banking Transportation Entertainment 186

TechSee

MARCH 17, 2021

to fix your internet connection only to have him arrive late and leave with the issue unresolved. It’s the same old song and dance, which is probably why the telecom industry consistently ranks as one of the most hated by consumers. Imagine if your smartphone or tablet had eyes and could see. Computer Vision.

Wireless 164

Wireless Self service Advertising Technology 164

Fonolo

JUNE 3, 2021

as modern customer expectations evolve, businesses must change their service approaches accordingly. This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction. Are You Losing Customers to Hold Time?

Technology 136

Technology Abandon rate Interactive Voice Response Call Center 136

Fonolo

FEBRUARY 14, 2023

As technology gets smarter and more intuitive, so does the contact center that benefits from it. But how do you know which solutions are best for your operation? To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation. Still unsure where to go from here?

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers. I know that!

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. If you leave callers on hold, your agents will hear the complaints and your social media timeline will show angry tweets.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Nicereply

JANUARY 16, 2023

Every customer service team has to deal with angry customers and haters. Dealing with them is harder than talking to happy and satisfied customers, but these interactions can be valuable—for your company, your team, and for you as an individual. Interacting with people is part and parcel of customer service.

Customer Service 59

Customer Service Feedback Airlines Construction 59

Beyond Philosophy

OCTOBER 18, 2019

We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service. If your customers are making decisions intuitively, then that’s better than customers thinking about it. Two-Systems of Thinking.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Steve DiGioia

JANUARY 18, 2016

because you may not like the answers This original article was written by Steve DiGioia. I had mine on…bet you did too. Boss read the good customer feedback letters in our daily stand-up meeting, guess whose name kept being mentioned? Sure, tasks were completed, customers taken care of, budgets met. What about you? ►Do

Morale 0

Morale Feedback Management 0