Beyond Philosophy
MAY 14, 2015
While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Trust allows your Customers to feel comfortable handing you their business (and personal information). As many as 2/3 of Customer service interactions will occur without human-to-human contact.
ShepHyken
MAY 15, 2019
The letter goes on to explain that they haven’t raised prices since 2012 and they want to continue to deliver the quality their members expect. When delivering bad news, you can do it in person or through some type of written correspondence, such as an email or a letter. It’s a bummer. We don’t want to do it.
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Beyond Philosophy
NOVEMBER 11, 2014
In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.
ShepHyken
OCTOBER 21, 2016
This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. I have always been fascinated by personality styles and feel they can be a helpful tool for building strong customer relationships. Shep Hyken.
CX Accelerator
MAY 25, 2022
This may be self-service, in-person, phone, email, chat, social media or text message. In 2012, she co-founded the blog, CustomerServiceLife.com. 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. You may use some or all of them.
Beyond Philosophy
MARCH 8, 2017
Back in 2012, we did some research involving over 40 telecoms. One person doesn’t know what the other one is doing or has done. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Telecoms are bad at CX around the globe! The silence was deafening.
Beyond Philosophy
MAY 11, 2016
How a person feels toward your brand matters when it comes time to choose where to spend their after-tax dollars. In 2012, a Reuters Investigation revealed that despite sales since 1998 of more than £ 3 Billion (approx. How do people feel toward corporations that aren’t paying their fair share? Billion), they paid only £8.6m (Approx.
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