ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? Social media ROI, loyalty and the customer experience by Chris Teso.

Customer Service 278

Customer Service Chatbots Contact Center Metrics 278

Beyond Philosophy

FEBRUARY 14, 2020

Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina. However, Messina sees applications like Molly as just the beginning of AI handling customer interactions on the social media platforms. He also sees a future where brands interact with people as if the brand was a person.

Technology 488

Technology Consulting Consulting Accountability 488

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ShepHyken

JULY 25, 2016

An Amazing Experience: Personalize your CX Today! My Comment: One way to improve the customer experience is to personalize it. This is a heartwarming story of a personalized gift. This is a heartwarming story of a personalized gift. My Comment: I’m not a big fan of the term customer churn.

Customer Service 195

Customer Service B2C Personalization Metrics 195

ShepHyken

JUNE 20, 2016

Use Emojis and Other Tips to Make Customer Service More Personal by Dianna Labrien. TechCo) Even when conducted online, customer service should always have a personal touch. Here are six ideas that will make customer service both more personal and engaging. But, let’s not split hairs.

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

Beyond Philosophy

SEPTEMBER 12, 2016

When you ask a person why they bought something, they can always tell you straightaway. Is the person lying? Our second imperative of the seven is: Imperative 2: Embrace the all-encompassing nature of customers’ irrationality 
. As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time.

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

SEPTEMBER 26, 2016

But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

ShepHyken

SEPTEMBER 5, 2016

Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps. Customer Service is Dead… Welcome to the Customer Experience by Jeffrey Hayzlett.

Customer Service 0

Customer Service Analytics Customer Care Customer Experience 0

ShepHyken

JULY 4, 2016

Here are three tips to using Twitter to engage with your customers, answer their questions and solve their problems. How Employee Culture Impacts Customer Experience by Eric Berridge. The Customer Service Interview – Question & Answer Template by Pascal van Opzeeland. Follow on Twitter: @Hyken.

Customer Service 202

Customer Service Surveys Customer Experience Customer Support 202

ShepHyken

AUGUST 1, 2016

There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service. My Comment: Social media enhances the customer experience. Is the customer always right?

Customer Service 208

Customer Service B2C B2B Customer Care 208

Beyond Philosophy

FEBRUARY 27, 2017

In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Beyond Philosophy

DECEMBER 8, 2015

Employees are the common denominator in optimizing the customer experience. The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Brand ambassadors 170

Brand ambassadors Customer Experience Enterprise Feedback 170

Beyond Philosophy

NOVEMBER 2, 2016

From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. Customer expectations might seem irrelevant, but they can actually be one of the most important factors that drive a customer’s experience. Share your reaction in the comment box below.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

ShepHyken

MAY 30, 2016

And, they may not always be right – but they are always the customer. Customer experience: Who’s in charge here? LinkedIn) The headline finding of the study showed was that there is a direct correlation between customer experience and profitability and CEO engagement. Don’t blame them for that!

Brand ambassadors 180

Brand ambassadors Customer Service Surveys Self service 180

SharpenCX

JULY 21, 2021

By 1957, the couple implemented a new customer experience strategy and expanded their root beer stand into a profitable chain of restaurants. As of 2016, Marriott International created the world’s largest hotel company. From the start of the brand to now, Marriott excels in customer service. What’s more?

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

Beyond Philosophy

SEPTEMBER 28, 2016

They did say this to users on Thursday: Feeling Vulnerable in a Customer Experience. When it comes to Customer Experience, how we feel is a critical part of it. How customers feel about a brand affects their loyalty to it. That your personal contact information is safe and secure? How are you feeling now?

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

OCTOBER 3, 2016

In the book I have just written with Professor Ryan Hamilton of Emory University called The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we discuss how important easy is to customers’ behavior. In this type, you compare traits of someone you see to a personal archetype.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. Ensuring Excellent Experiences with Empathy and Empowerment.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. They include: Personalization. Resolution.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Messina is an expert on this subject.

Airlines 415

Airlines Call Center Consulting Consulting 415

ShepHyken

AUGUST 15, 2016

4 Tips for Delivering a Richer Customer Experience by Tara Sporrer. Multichannel Merchant) Here are 4 tips for delivering a richer experience this summer so you can catch online customers in the buying mood before they head off to sunnier pursuits. Call it a “richer” customer experience.

Customer Service 174

Customer Service Chatbots Multichannel Customer Care 174

Beyond Philosophy

DECEMBER 30, 2021

We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002).

Personalization 195

Personalization Consulting Consulting Quality management 195

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. I am a morning person. Your customers are like this, too. We discussed how the time of day that the experience occurs affects Customer Experience on our recent podcast. For example. Cognitive What?

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

SEPTEMBER 20, 2018

If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. When a person doesn’t feel safe to tell the truth, they won’t do it. Watch the reaction.

Construction 341

Construction Consulting Consulting Customer Experience 341

Beyond Philosophy

AUGUST 9, 2017

The restaurant’s founder Alan Bekerman said it was one less thing to think about when he made the decision back in February 2016. But is it right for Customer Experience? And if the employee that handles the interaction is more engaging and personable, then, what’s there to get your knickers in a twist about?

Banking 0

Banking Coaching Surveys Employee engagement 0

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. 3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. The message is clear and powerful!

Customer Service 216

Customer Service B2B B2C Personalization 216

Beyond Philosophy

FEBRUARY 13, 2017

But it says quite a bit more, too, and none of it good about your Customer Experience. Now, as a customer, I must decide. Tip now, even though it’s not a situation where I would perceive a tip to be necessary, or ignore it and risk appearing rude to the person making my taco/latte/sandwich. Say I go ahead and tip.

Customer Experience 315

Customer Experience Consulting Consulting Personalization 315

Beyond Philosophy

SEPTEMBER 22, 2016

My new book with Professor Ryan Hamilton of Emory University called, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , explains how these two ways of thinking can conflict throughout your day. 3 Common Ways Customers Make Decisions. 3 Common Ways Customers Make Decisions.

Consulting 318

Consulting Consulting Customer Experience Personalization 318

Beyond Philosophy

MARCH 7, 2016

Heinz used a different kind of humor to promote its ketchup products during the 2016 Super Bowl. Those same positive emotions are the building blocks for an improved customer experience. Using humor as a branding and customer experience strategy can be tricky. Humor builds a brand by creating positive emotions.

Advertising 278

Advertising Consulting Consulting Customer emotions 278

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

MAY 16, 2016

I am no different; I thought when I started the world’s first Customer Experience consultancy it would make me happy! It’s too big a burden to place on another person and isn’t good for your relationship. If you enjoyed this post, you might be interested in the following blogs: Triggering Happiness in Your Customers.

Consulting 0

Consulting Consulting Sales Personalization 0

Beyond Philosophy

DECEMBER 12, 2017

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than first quarter 2016). Here’s my question, and my key issue. Don’t think so.

Customer Experience 150

Customer Experience Construction Consulting Consulting 150

ShepHyken

DECEMBER 2, 2016

And if you’re like us, the last thing you want is a complicated check-in process handled by an aggressively cheerful person. When you check into a hotel on a business trip–at the end of a day of meetings or a less than relaxing flight–how do you feel? If you’re like us, you’re tired. We’re exhilarated, energetic, ready to roar.

Customer emotions 320

Customer emotions Management Banking Personalization 320

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 318

Customer Experience Wireless Airlines Education 318

ShepHyken

JANUARY 30, 2017

Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. LiveChat) In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like.

Customer Service 207

Customer Service Airlines Customer Experience Personalization 207

Contact Center Pipeline

JANUARY 16, 2018

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.

Contact Center 159

Contact Center Personalization Customer Experience Customer Service 159