ShepHyken

NOVEMBER 29, 2019

By using social accounts for addressing all kinds of customer queries, companies are expanding their customer experience strategy. . Brands like Starbucks use their parent Twitter account to address complaints and generally talk to customers. Netflix has a dedicated Twitter account called NetflixHelps to respond to customer complaints.

Technology 272

Technology Customer Experience Complaint resolution Gamification 272

ShepHyken

AUGUST 30, 2019

By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers. The post Guest Blog: How Should You Grow and Sustain Your Customer Lifetime Value? appeared first on Shep Hyken.

Airlines 280

Airlines Metrics Advertising Sales 280

ShepHyken

JANUARY 18, 2019

These agents will be more skilled and will function more as account managers than reps. The post Guest Blog: Are You Setting the Right Customer Experience Goals? However, automation will not be able to handle every interaction, which is why human agents will still be needed for escalations. appeared first on Shep Hyken.

Customer Experience 254

Customer Experience Airlines Average Handle Time Contact Center 254

ShepHyken

FEBRUARY 9, 2018

– the answers to this question can reveal operational issues, such as a lengthy procedure for setting up new accounts or order processing problems within your company. The post Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy appeared first on Shep Hyken. What is working and what isn’t?

Customer Service 411

Customer Service Morale Sales Coaching 411

Customer Service Life

OCTOBER 13, 2020

Properly authenticating the account. Leaving complete account notes for the next person who interacts with the customer. This exercise reminded me of the time when we started this blog back in 2012. Starting a blog about customer service became instant accountability for me. Quality as accountability.

Accountability 185

Accountability Customer Service Coaching Contact Center 185

ShepHyken

JULY 26, 2019

So for this, you need to take certain pointers into account such as: Competitive insight. The post Guest Blog: How to Make Effective Customer Experience Strategies for a Software Development Company? Consumer research. Marketplace data. Mission & vision. 5 Ways to Enhance Customer Experience. appeared first on Shep Hyken.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

Beyond Philosophy

FEBRUARY 29, 2024

I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges. It was our version of Mental Accounting. Mental Accounting ruins all that. People have various rules regarding found money.

Accountability 195

Accountability Finance Banking Management 195

ShepHyken

JANUARY 11, 2019

My friend Ann-Margaret used to be an accountant. The post Guest Blog: Customer Feedback Loops – 3 Examples & Strategies appeared first on Shep Hyken. And don’t worry, we understand that time to respond is limited and have come up with an automated way of closing the loop. There are customers who visit her each week.

Feedback 255

Feedback Surveys Technical Support Personalization 255

ShepHyken

NOVEMBER 15, 2019

Proactively offering personalized menu actions due to their recent activity in other channels: “I see you’ve recently viewed your checking account online. The post Guest Blog: Three Surprising Ways You Can Improve the Customer Experience with Cloud IVR appeared first on Shep Hyken.

Interactive Voice Response 255

Interactive Voice Response Customer Experience Self service Contact Center 255

Beyond Philosophy

JUNE 1, 2023

They were asking for the account number right off the bat. The senior managers thought customers would be ready to present their account numbers upon getting through the call center queue. The quicker the call center employee had the account number, the faster they could resolve the issue and have their employee process another call.

Accountability 195

Accountability Call Center Education Consulting 195

Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? However, getting to your goal by opening a fake account in one of your customer’s names is deplorable. She spoke up and both accounts were closed.

Banking 416

Banking Construction Accountability Sales 416

Beyond Philosophy

JUNE 15, 2018

You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. So, What is Mental Accounting? Airlines Run Mental Accounting Too Often in the Red. Customer expectations play a part in mental accounting also.

Airlines 360

Airlines Accountability Consulting Consulting 360

Beyond Philosophy

NOVEMBER 6, 2014

Their strategy takes into account the emotions evoked from all the senses throughout the experience. HR, IT, Accounting, Production, Operations, everyone that is part of the organization needs to be able to articulate the CES—and it needs to be the same one! What’s your Customer Strategy for your Customer Experience?

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. million deposit accounts and over 500,000 credit accounts in all. Recruiting Now!

Banking 352

Banking Accountability Consulting Consulting 352

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. If you enjoyed this post, you might be interested in the following blogs: Unbelievable Violation by World Renowned Bank —Record Fines! The BBB rating is not the worst of their problems.

Banking 0

Banking Consulting Consulting Sales 0

Beyond Philosophy

JANUARY 12, 2015

Philosophy #3: Emotions are a huge part of any Customer Experience, in fact according to our research it accounts for over half of an experience. If you enjoyed this post, you might be interested in the following blogs: Five Proven Ways to Increase Your ROI, By the #1 Attraction on Trip Advisor. You Will Now.

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

Beyond Philosophy

SEPTEMBER 28, 2016

If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? It’s because 500 million of Yahoo’s account users’ names, email addresses, telephone numbers, birth dates, scrambled passwords, and security questions are in the wind. Yahoo’s new email account set up is also quiet today.

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

APRIL 5, 2017

Seeing that Wells Fargo violated the trust of their customers by their employees opening and moving customers money into their account, they had to accept responsibility. By accepting responsibility, the CEO had to show remorse for the way it didn’t handle their customer accounts responsibly. Business Apologies.

Journey mapping 334

Journey mapping Accountability Banking Consulting 334

Beyond Philosophy

DECEMBER 19, 2016

In a subsequent blog post , company CEO Rose Marcario reported that Patagonia had expected Black Friday sales to reach $2 million. In our customer experience consultancy, we help companies design a customer experience that that fosters customer loyalty and engagement by taking customers’ emotional behavior into account.

Sales 353

Sales Banking Customer emotions Education 353

Beyond Philosophy

JANUARY 14, 2015

A separate enrollment application is required with no apparent linking to the charge account. At the end of the transaction I remember that we’re members of this new program and ask the clerk if the purchase can be credited to our loyalty account. Blogs Customer Experience' We’ve had a pretty good shopping experience so far.

Customer Experience 411

Customer Experience Accountability Consulting Consulting 411

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

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

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

Beyond Philosophy

MAY 25, 2018

Why wasn’t I offered this deal last year, or why wasn’t it automatically applied to my account? The employee answered her questions and even wrote down her account number to make the process go more smoothly with the new carrier. If you enjoyed this blog, you might also enjoy these: Customer Loyalty Isn’t What You Think It Is!

Accountability 334

Accountability Consulting Consulting Marketing 334

Beyond Philosophy

OCTOBER 6, 2015

which accounts for only about 6% of global sales for the brand. If you enjoyed this post, you might be interested in the following blogs: Is Trust Really an Emotion? VW marketed the CleanDiesel car models for Audi A3, Jetta, Beetle, Golf, and Passat models to be better for the environment. What do you think about this scandal?

Banking 406

Banking Consulting Consulting Government 406

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

JULY 5, 2017

When employees couldn’t reach the company’s aggressive sales targets, they started opening accounts without the account holders’ permission! If you thought this blog was interesting, you might also like these: Revealed: What Motivates and Keeps Your Millennial Workers Happy? Remember Wells Fargo ? Would You Work Here?!?!

Morale 324

Morale Consulting Consulting Employee engagement 324

Beyond Philosophy

NOVEMBER 1, 2017

Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions. They expose patterns of wrongdoing and hold big corporations accountable. million fake accounts , things only got worse.

Banking 276

Banking Consulting Consulting Accountability 276

Beyond Philosophy

NOVEMBER 22, 2017

Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? Wells Fargo deceived millions of customers, opening accounts without telling them. If you liked this blog, you might also enjoy these: Revealed! Organizations love to talk about building relationships with customers. This destroyed trust.

Airlines 338

Airlines Consulting Consulting Advertising 338

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. To listen in , please click here.

Management 361

Management Consulting Consulting Accountability 361

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

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

MAY 14, 2020

His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. Ahearn says that’s why we turn to a CPA to do our accounting or hire an attorney for legal support. However, hold them accountable for their answers. 3: The Principle of Authority.

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

OCTOBER 23, 2017

This kind of irrational thinking is based on subconscious and emotional factors, and our research has shown that it accounts for more than half of a customer’s overall experience. If you enjoyed this blog, you might also like these: Changing Customer Behavior with a Little Nudge. We May All Be Different BUT We Are All Irrational!

Marketing 325

Marketing Consulting Consulting Government 325

Beyond Philosophy

DECEMBER 6, 2019

Ensure that you take that into account when you make these decisions. If you enjoyed this post, you might be interested in the following blogs and podcasts: How Do Customers Decide If Their Experience is Good or Bad? Are you too focused on sales revenue? To listen in , please click here. . . . How We Make Decisions—Prospect Theory.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Steve DiGioia

FEBRUARY 7, 2022

But, and this is a big but… When employees know they can continually bypass certain rules, guidelines, or procedures because the boss never seems to hold them accountable, they become emboldened. appeared first on Steve DiGioia Customer Service Blog. Many just want a paycheck. They feel untouchable. But where does this end?

Enterprise 345

Enterprise Management Accountability Customer Service 345