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

ShepHyken

JANUARY 1, 2021

Sh e provides tips and examples of how to improve the customer experience with automated support emails. Here’s an example of a typical generic email. Here’s an example. Here’s a great example (and some proof that almost every auto email you have should be shortened). We will try to respond as soon as possible.

Customer Service 402

Customer Service Customer Support Education Personalization 402

ShepHyken

OCTOBER 7, 2020

Let me share some examples to make this crystal clear. A customer calls into a support center, and the agent notices something on their account that they could fix. The sales rep that sells the customer what they ask for instead of what they really need is a perfect example of customer disservice.

Customer Service 422

Customer Service Accountability Sales Personalization 422

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. For example, you could take advantage of your partner, let them do more of the work, have them do favors for you, and so on. For example, how much work do people have to put in to be a customer?

Airlines 432

Airlines Banking Accountability Customer centricity 432

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

JULY 14, 2022

So as we go through these four theories of humor, let’s consider how we can apply these concepts to business, whether through the contact center, account management, or marketing. . Other examples would be physical comedy, like Fails videos where you watch people slip and fall or crash their go carts or break their ceiling fans.

Coaching 413

Coaching Consulting Consulting Personalization 413

Beyond Philosophy

SEPTEMBER 2, 2019

We revealed the secret of creating loyalty and gave examples of how it benefits your relationship with customers—and all that business you want of theirs. 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 .

Banking 352

Banking Accountability Customer Experience Consulting 352

Beyond Philosophy

JANUARY 23, 2019

For example, if you are staying in a hotel in a certain city and a friend of yours has stayed there also, and they say, “It’s like the Four Seasons Resort,” you now have a pretty high reference point. Professor Hamilton’s favorite example is choosing a political candidate in a tight race.

Management 361

Management Consulting Consulting Accountability 361

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

ShepHyken

APRIL 29, 2022

That’s just one example of an AI-powered application I use frequently. For example, the same week the clothing company cleverly retargeted me, I received an email from my insurance company. And why doesn’t the email system know if a Notice of Cancellation is in effect for my account? Here’s what it said: .

Big data 420

Big data Marketing Personalization Customer Service 420

ShepHyken

JULY 8, 2024

Teach Accountability: It may not be an employee’s fault, but it is now their opportunity to fix the problem. You can use the example for both recognition and a teaching opportunity for others. Here are three of them to get you thinking: Emphasize the Team: Encourage employees to use the word “we” instead of “they.”

Accountability 376

Accountability Customer Support Customer Service Personalization 376

Beyond Philosophy

AUGUST 29, 2020

Furthermore, suppose you have a good standing with your customers, what Stephen Covey’s book The Seven Habits of Highly Effective People calls an emotional bank account, customers will usually forgive your mistake without losing trust. Another example is being consistent about many of the little things in a Customer Experience.

Banking 397

Banking Consulting Consulting Accountability 397

Beyond Philosophy

SEPTEMBER 10, 2020

For example, I think the Luton Town Football Club is the best team in the world. 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.

Consulting 457

Consulting Consulting Advertising Accountability 457

Beyond Philosophy

SEPTEMBER 19, 2024

For example, I have called into places and waited long because “the call center is experiencing a high call volume.” Another example was a radiator I purchased from a retailer. It might reflect real or fabricated circumstances, but its main purpose is to shield somebody from accountability. It wasn’t my fault.

Government 307

Government Accountability Call Center Personalization 307

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

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. A tag value (for example, Production ) is also case sensitive, like the keys. Implement a tagging strategy A tag is a label you assign to an AWS resource.

Government 104

Government Best practices Accountability APIs 104

ShepHyken

JUNE 29, 2022

Here’s a “less critical” example. So, back to my friend’s example. Sweetwater, an online retailer that sells music and audio equipment, is another excellent example of this. I bought a new microphone and mixing board from them last year, and they assigned a salesperson to my account.

Accountability 340

Accountability Customer Service Customer Experience 340

Beyond Philosophy

AUGUST 12, 2020

It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. . As you can see by our earlier example, that was at least three steps into the actual experience a customer would describe. .

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

Beyond Philosophy

OCTOBER 8, 2020

For example, the knee-jerk reaction was to adjust our headcount (salaries) to reduce our costs. For example, I was running a workshop for a client in the mobile communications market. This story is an example of unintended consequences. Instead, I would advise taking a lateral look. Second, there is a lost opportunity cost.

Consulting 434

Consulting Consulting Call Center Advertising 434

Beyond Philosophy

NOVEMBER 22, 2019

For example, in the early days of Apple, it was always Apple against Microsoft, and, ironically, Apple was the underdog. For example, I recently bought a Jeep. Another example is Harley-Davidson motorcycles. Apple is an interesting example. So, it is equally essential that other people are not in the tribe.

Banking 64

Banking Consulting Consulting Accountability 64

ShepHyken

DECEMBER 3, 2021

For example, employee turnover dropped more than 100 percent quarter over quarter and we are continuing that impressive trend. . 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.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370

ShepHyken

FEBRUARY 26, 2020

It is a prime example of being easy and frictionless. ® is another great example. For example, Amazon’s website welcomes you back with suggestions based on what you bought or looked at recently. Above all, make them feel like an individual , not a number or an account. someone—actually, most people—will say, “Amazon.”

Customer Experience 301

Customer Experience Transportation Personalization Accountability 301

ShepHyken

JULY 30, 2021

For example, if you own a financial services company, you can send an email with helpful tips on planning a post-pandemic budget to all of your business clients. For example, if you’re working on a long-term project for a client, send a daily or weekly check-in email that discusses what has been done and the next task at hand.

Finance 402

Finance Enterprise Coaching Consulting 402

Beyond Philosophy

APRIL 9, 2020

She says compliance with social norms accounts for more of the changes incentives inspire in customer behavior. The grocery bag example adds a few pennies here or deducting a few pennies there, and leads people to conclude what other people are doing. It is a profound nudge that could easily have happened by accident.

Consulting 435

Consulting Consulting Finance Accountability 435

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

Steve DiGioia

JANUARY 3, 2022

For example: 7 Customer Expectations. But what about those who use it to track expenses or balance their accounts? But a positive experience also comes with expectations that the business must meet – and even surpass. And customers have other expectations from their service provider. Get a Straw with a Drink. Don’t they count?

Advertising 351

Advertising Accountability Customer Service Customer Experience 351

Beyond Philosophy

MAY 14, 2020

For example, if you tell your kids to clean their rooms, you don’t want them to look at you and go, “That’s a great idea, Dad.” Ahearn says that’s why we turn to a CPA to do our accounting or hire an attorney for legal support. For example, if you tell your kids to clean their room, they don’t always (or ever) do it.

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

JUNE 25, 2020

For example, your mind has nodes associated with how you felt about things. For example, if you think about a specific memory as a node, then there are also links connecting that node to other nodes. ” Science supports this concept also. My son reads avidly and still does today. Rule #3: Map your customers’ fishing nets.

Management 472

Management Entertainment Consulting Consulting 472

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

JULY 9, 2020

For example, if you were to ask your customers whether they phone or text their friends, you could determine that people who phone are older and people who text are younger or that those that text are more comfortable with technology than those who call. For example, Full Metal Jacket and Nervous Face Mask Wearer segments are scared.

Consulting 406

Consulting Consulting Marketing Personalization 406

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. This type of client engagement is one example of the almost obsessive customer centricity I’m talking about. You see what other freebies you can share to add additional value.

Coaching 349

Coaching Customer centricity Accountability Feedback 349

ShepHyken

AUGUST 9, 2019

For example, Amazon in India gives Amazon Prime Memberships for less than USD 20 and in return, they give a lot more. For example, I once had my dinner at a restaurant and got a complimentary dessert – I really liked that! For Example, I remember my stay at one of the boutique hotels.

Feedback 307

Feedback Sales Accountability Personalization 307

Beyond Philosophy

DECEMBER 10, 2021

For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. 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.

Airlines 273

Airlines Metrics SaaS Accountability 273

ShepHyken

FEBRUARY 1, 2021

The Seattle-based coffee giant’s loyalty program has 19 million active members that account for 48 percent of its annual revenue. While the example in this article is Starbucks, it’s interesting to think how this could apply to other types of businesses.

Customer Service 373

Customer Service B2B Best practices Customer Experience 373

Beyond Philosophy

DECEMBER 6, 2019

We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast. For example, often, the call center environment has a measure called “Average Call-Handling Time.” Ensure that you take that into account when you make these decisions.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427