Beyond Philosophy

MAY 28, 2021

The senior account manager handled the most critical accounts. Then it cascaded down from there in account management seniority to the smaller accounts, which a telephone account manager managed. So they focused on that 20 percent, which left the other ones without an account manager, effectively.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Callminer

NOVEMBER 9, 2020

Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. Some fraudsters build a rapport with a particular agent or retail associate over time before requesting that they send a financial sum to their bank account.

Call Center 345

Call Center Banking Contact Center Accountability 345

Beyond Philosophy

OCTOBER 7, 2021

Customers often didn’t know about it until an additional credit card arrived or the new account showed up in their statement. Loyalty creates an Emotional Bank Account, which I first heard about in Stephen Covey’s Seven Habits of Highly Effective People.

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Control the number of accounts your team manages and how they spend their time.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

JUNE 15, 2023

Forming an attachment is vital, here, establishing an Emotional Bank account. You might remember Stephen Covey, author of The 7 Habits of Highly Effective People, first proposed the concept of the Emotional Bank Account. You have these accounts with people in your lives, and they make deposits and withdrawals in them all the time.

Banking 363

Banking Construction Accountability Advertising 363

Beyond Philosophy

FEBRUARY 14, 2020

Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. Social media has changed many things about our lives. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands.

Technology 488

Technology Consulting Consulting Accountability 488

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing . Empower Your Service Team.

Customer Experience 387

Customer Experience Management Finance Banking 387

Beyond Philosophy

SEPTEMBER 2, 2019

Signing the Emotional Bank Account with the Emotional Signature . In Stephen Covey’s Seven Habits of Highly Effective People , Covey introduces the idea of the emotional bank account. In relationships, when you are doing something positive, you pay into that emotional bank account. One of mine is with Apple.

Banking 352

Banking Accountability Customer Experience Consulting 352

AWS Machine Learning

NOVEMBER 14, 2024

For a multi-account environment, you can track costs at an AWS account level to associate expenses. A combination of an AWS account and tags provides the best results. For multiple accounts, assign mandatory tags to each one, identifying its purpose and the owner responsible.

Government 89

Government Best practices Accountability APIs 89

ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Encourage shadowing experienced account managers who can disseminate their best tips and tricks. Provide them with checklists, guides, and best practices.

B2C 356

B2C Customer centricity Feedback Upselling 356

ShepHyken

JANUARY 1, 2021

A typical lengthy email: “In order to access your account, please go to our home page www.example.com. Here’s how you can shorten it: “To log in to your account, please visit www.example.com/login.”. Click the “Log in” button in the top right corner of the page. Just like that, three lines became one!

Customer Service 402

Customer Service Customer Support Education Personalization 402

ShepHyken

DECEMBER 3, 2021

Ensuring accountability to the metrics that matter most to our customers is something that has been institutionalized across the organization as the company scaled up over the past three years. Based on early feedback loops, the company adopted a new set of “customer rules.” Closing the Operational Gap.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370

ShepHyken

OCTOBER 7, 2020

A customer calls into a support center, and the agent notices something on their account that they could fix. In other words, you could have done something to meet or even exceed the customer’s expectations, but failed to take advantage of the opportunity. Let me share some examples to make this crystal clear.

Customer Service 422

Customer Service Accountability Sales Personalization 422

ShepHyken

JULY 8, 2024

Teach Accountability: It may not be an employee’s fault, but it is now their opportunity to fix the problem. Here are three of them to get you thinking: Emphasize the Team: Encourage employees to use the word “we” instead of “they.” The right vocabulary can support the idea of a team effort in taking care of customers.

Customer Support 376

Customer Support Accountability Customer Service Personalization 376

Beyond Philosophy

SEPTEMBER 3, 2020

As Stephen Covey says in The Seven Habits of Highly Effective People , you build up an emotional bank account with customers, and when you make a mistake with them, you make a withdrawal from it. However, if your emotional bank account is in good standing with customers, the error you made won’t ruin the relationship.

Banking 390

Banking Consulting Consulting Accountability 390

ShepHyken

JANUARY 15, 2024

Extreme accountability is seeing beyond the current circumstances and committing no matter what. Accountability isn’t about assigning blame. Instead of holding others accountable with blaming questions, invite accountability by asking employees questions to reveal the choices that were made and their consequences.

Accountability 223

Accountability Coaching Best practices Customer Service 223

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. Or maybe you got an uneasy feeling when the site wanted to access your Facebook account.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

JANUARY 23, 2019

For example, if you have a multi-step account setup process for a first-time customer on your website, and they are setting up an account at the end of a long day, you can expect them to be more frustrated than a person who is setting up an account first thing in the morning.

Management 361

Management Consulting Consulting Accountability 361

Beyond Philosophy

JUNE 11, 2021

We also discovered that when they were squeaking, we would add resources to manage their accounts. We ended up where we had customers generating decent revenue, but nowhere near the revenue they should to warrant the resources that we had devoted to the management of the account. Holding Customers Accountable.

Airlines 248

Airlines Accountability Banking Telecommunications 248

ShepHyken

DECEMBER 26, 2023

A speedy response creates confidence. Be more accountable – Don’t make excuses or blame others. I often joke about a company that took four days to get back to me with an answer. If I wanted the answer in four days, I would have waited four days to ask the question!

Customer Service 412

Customer Service Accountability Customer Experience 412

Contact Center Pipeline

DECEMBER 16, 2020

Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […]. Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level.

Customer Service 263

Customer Service Accountability Customer effort Contact Center 263

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Great customer experience today is all about 1:1 accountability and interaction, sweetening the pot at every touch point, and going well beyond anything that client has felt before. .

Coaching 349

Coaching Customer centricity Accountability Feedback 349

Beyond Philosophy

NOVEMBER 22, 2019

Stephen Covey, in The Seven Habits of Highly Effective People, talks about the Emotional Bank Account. To summarize, Covey said when you enjoy a high balance in the Emotional Bank account with somebody, he or she can do something you don’t like, but you remain loyal to them. . Being a part of the tribe is a plus for the brand.

Banking 64

Banking Consulting Consulting Accountability 64

Beyond Philosophy

SEPTEMBER 10, 2020

For example, I could revise my account of my erstwhile relationship with Sony by changing my belief that Sony was a good brand and replacing it with the idea that it was not as good as I thought it was. Another form of dissonance reduction takes place where we change the story. We do it to get things to line up in our heads.

Consulting 457

Consulting Consulting Advertising Accountability 457

Beyond Philosophy

NOVEMBER 30, 2016

While many companies focus on rational factors like pricing, we’ve found that emotional factors account for more than half of a customer’s experience. One way we do this is through customer mirrors, where our experts pose as customers and go through the entire customer journey, taking note of rational, subconscious and emotional experiences.

Consulting 419

Consulting Consulting Customer centricity Customer Experience 419

ShepHyken

FEBRUARY 5, 2021

Summary: Accountability and Communication. Every negative customer interaction can be attributed to a flaw in accountability or communication. However, you should also constantly be looking to improve how accountable and communicative your agents and employees are towards your customers.

Customer Experience 272

Customer Experience B2B Accountability Feedback 272

ShepHyken

APRIL 23, 2021

What they did right: With more than 1,2000 stores worldwide and an e-commerce site with millions of monthly visitors, it made sense that Best Buy created a separate account solely for customer support. If you have a wide-reaching brand, it could help to create a separate account to hone in on those customer inquiries. .

Customer Service 341

Customer Service Advertising B2B Chatbots 341

Beyond Philosophy

SEPTEMBER 19, 2024

It might reflect real or fabricated circumstances, but its main purpose is to shield somebody from accountability. An accounting software glitch has been overcharging some proprietors for years. The accounting system called Horizon kept track of the balances of the proprietors of these sub-post offices.

Government 307

Government Accountability Call Center Personalization 307

Steve DiGioia

APRIL 19, 2021

Here are a few examples: I’m sorry we gave you the wrong information about how to update your online account. We should have checked first to see whether you had a Vendor account or a Supplier account. We’re sorry that you had trouble finding the images you had stored on StockFoto.

Accountability 304

Accountability Personalization Customer Care Customer Support 304

Beyond Philosophy

DECEMBER 10, 2021

Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement.

Airlines 273

Airlines Metrics SaaS Accountability 273