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

JANUARY 11, 2019

My friend Ann-Margaret used to be an accountant. Why not send a personalized offer, mentioning specifically what the customer said? How to create a personalized closing the loop strategy? Create and launch personalized responses based on themes and actions/offers tailored to retaining those customers.

Feedback 255

Feedback Surveys Technical Support Personalization 255

ShepHyken

FEBRUARY 9, 2018

Positive body language – A person slouching their way through the store, with a sour or surly facial expression doesn’t look approachable. – 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.

Customer Service 411

Customer Service Morale Sales Coaching 411

ShepHyken

JULY 26, 2019

So for this, you need to take certain pointers into account such as: Competitive insight. One of the best ways is to create a customer persona and don’t forget to give each persona a name and personality. The post Guest Blog: How to Make Effective Customer Experience Strategies for a Software Development Company?

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

ShepHyken

NOVEMBER 24, 2017

technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them. Provide the same level of service that you would in person or over the phone, take any opportunity to go the extra mile, and who knows—perhaps someday, you’ll be looked at as the prime example of how others should be using social media!

Customer Service 225

Customer Service B2B B2C Accountability 225

ShepHyken

NOVEMBER 15, 2019

This personalized service leads to a higher perception of quality, and if your IVR can tap into your customer data from other channels, previous interactions, and your CRM, each call can be a quality experience. The IVR can link back to your customer data, modify survey questions in real-time, and collect personalized feedback.

Interactive Voice Response 255

Interactive Voice Response Customer Experience Self service Contact Center 255

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Having a full account of historical information and tools to help you get insight from it lets you tune your operations to provide intimate customer experiences.

Customer Service 242

Customer Service Contact Center Technology Big data 242

ShepHyken

AUGUST 31, 2018

However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. Extreme personalization via recommendation. AI will not only help customers personally. Proactive support. AI handles 50% of all inquiries to KLM.

Self service 190

Self service Chatbots Personalization Interactive Voice Response 190

ShepHyken

DECEMBER 1, 2017

There’s only one, true way to create personalized service that delights… Offer Human Support. Ensuring your customers have a person to connect with on the other line shows how much you value them. Outsourcing your calls makes it easy to provide that high-level, personal service your customers seek.

outsourcing 207

outsourcing Answering services Personalization Accountability 207

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

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. At the end of the day, you are still selling to a person. The post Guest Blog: The Customer Experience is Not Just for B2C appeared first on Shep Hyken.

B2C 38

B2C Customer Experience B2B Journey mapping 38

Beyond Philosophy

OCTOBER 28, 2014

Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you are frustrated, stressed, and upset, how do you feel about entering your account number followed by the pound sign? Names are, and knowing it immediately feels way more personal to most people.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

ShepHyken

MARCH 23, 2018

The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits. Ongoing communication is the key to any healthy, successful personal relationship. The post Guest Blog: Lead with Communication to Reduce these 5 Revenue Leaks appeared first on Shep Hyken.

Airlines 214

Airlines Morale Benchmark Marketing 214

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. How else is a person going to pay for an airline ticket in 2018?

Airlines 360

Airlines Accountability Consulting Consulting 360

ShepHyken

JULY 20, 2018

Depending on the size of your organization, there could be a constant feed of incoming messages being sent to your various social media accounts. The post Guest Blog: Social Media Reputation Monitoring and Its Role as an Organizational Differentiator appeared first on Shep Hyken.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

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

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

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. What would it take for our front line person to handle it? you get the idea).

Customer Experience 411

Customer Experience Accountability Consulting Consulting 411

Beyond Philosophy

MARCH 23, 2015

For example, to the employee who presented both a problem and solution with an account: “I like how you came in with a proposed solution for that problem we had with the account. If you attack the person instead of the behavior, you can damage the business relationship. Tip #7: Make time for the person. If they need help.

Accountability 327

Accountability Feedback Personalization Customer Experience 327

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. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask. You want them to go in and clean their room. Cialdini’s Six Principles of Influence .

Consulting 419

Consulting Consulting Personalization Accountability 419

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. But what does it mean to make personalization more personal? Would I market that Amazon experience as personalized? engagement with the customer. Absolutely!

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Beyond Philosophy

NOVEMBER 22, 2017

Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? It’s really the same as building relationships in your personal life. We find out where we disagree and what we are doing that is annoying to the other person. If either of us did, it would be extremely unfair to the other person!

Airlines 338

Airlines Consulting Consulting Advertising 338

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. That your personal contact information is safe and secure?

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

OCTOBER 28, 2014

Let’s say your IT system requires getting your email address for every customer to access the details of the account. When you are frustrated, stressed, and upset, how do you feel about entering your account number followed by the pound sign? Names are, and knowing it immediately feels way more personal to most people.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

JUNE 15, 2023

Nevertheless, we treat them as if they’re an entity, almost human-like, and we form something close to a personal connection with them. Forming an attachment is vital, here, establishing an 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

OCTOBER 3, 2014

“If you don’t get all the right things right; the front door reception, the online experience, the process and procedures, the music, the lighting, the smell or whatever…if you don’t get these things right, then what chance has the person who is serving the coffee got to deliver a great experience?” Individual development.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

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. 4: Replacement.

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? I understand this concept from personal experience.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

SEPTEMBER 2, 2019

For example, if you have a significant other, you did something that made that person fall in love with you. 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. One of mine is with Apple.

Banking 352

Banking Accountability Customer Experience Consulting 352

Beyond Philosophy

OCTOBER 7, 2021

Unless you are a terrible person or you have horrible friends and family, my guess is you would say no. Customers often didn’t know about it until an additional credit card arrived or the new account showed up in their statement. An Emotional Bank Account is a place where you deposit good feelings with customers.

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

MARCH 7, 2016

A recent blog cites Old Spice as an example of a big brand that uses humor effectively, in its “The Man Your Man Could Smell Like” ad campaign. Embedd this video in blog. And you probably felt a little embarrassed for the person. To begin with, you must actually be funny. You cringed, right?

Advertising 278

Advertising Consulting Consulting Customer emotions 278

Fonolo

MAY 23, 2023

But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it. What is Hyper-Personalization in a Contact Center?

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

Beyond Philosophy

NOVEMBER 30, 2016

In one case, a Payless customer returned a car and found she had been charged for personal liability insurance that she had repeatedly declined. 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.

Consulting 419

Consulting Consulting Customer centricity Customer Experience 419

Beyond Philosophy

NOVEMBER 22, 2019

Dunbar’s number and the size of the tribe might matter for personal connections, but not for the size of your tribe. Stephen Covey, in The Seven Habits of Highly Effective People, talks about the Emotional Bank Account. The existence of a tribe is like getting an extra deposit in that emotional bank account.

Banking 64

Banking Consulting Consulting Accountability 64

Beyond Philosophy

NOVEMBER 21, 2017

But it turns out that just 10 percent of its shoppers account for half of its sales! This kind of personal touch gives customers a reason to come into the store instead of shopping online. If you liked this blog, you might also enjoy these: Millennials Still Shop in Stores, but Are They in Yours? Unbelievable!

Consulting 312

Consulting Consulting Sales Customer Experience 312

Beyond Philosophy

OCTOBER 2, 2017

Whether the person is conscious of their emotions or not, people buy based on how they feel. Since you can’t rely on customers to account for what made them feel the way they did, you must understand the hidden influences present in your current Customer Experience and how they motivate behavior.

Customer Experience 573

Customer Experience Customer emotions Consulting Consulting 573

CX Accelerator

NOVEMBER 11, 2022

While not required, the person in this role is often an extroverted visionary. Within this skillset sits CX governance – the system by which the organization is controlled and operates, and the mechanisms by which it, and its people, are held to account. The first person we would hire would be the Head of CX.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307