ShepHyken

JANUARY 18, 2017

There is an exercise we occasionally do in our workshops. My suggestion is to have a group of employees go through the exercise of listing all of the traits they can think of, both attitudes and skills. The accountant needs accounting skills. That’s a skill. Attitude is the way you would describe someone.

Customer Service 235

Customer Service Accountability Personalization Customer Support 235

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 220

Accountability Coaching Best practices Customer Service 220

Amity

NOVEMBER 28, 2016

Over the last 15-odd years, it has been made even more challenging and interesting thanks to a little thing called account-based marketing; a type of B2B marketing that everyone is excited about, but which very few companies do the right way. Account-Based Marketing 101 (Exercise in Hypothetic). But, you get the picture.

Accountability 110

Accountability Marketing B2B Upselling 110

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

Beyond Philosophy

OCTOBER 2, 2017

This exercise will not reveal the real reasons customers decided to buy. 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

CSM Practice

APRIL 29, 2020

How this works: If you haven’t changed how you segment your existing customer-base, continue reading this article to better understand how this works: First, you’ll need to make sure each account is assigned with the correct industry on your CRM system. That’s a basic step without which, this whole exercise is doomed.

Accountability 75

Accountability CRM Management Customer Experience 75

ShepHyken

MAY 27, 2019

It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver. (CustomerThink) The widespread adoption of mobile has changed the way consumers interact with and perceive the world. 3 Reasons Why Marketing and Support Teams Should Work Together by Valeriya.

Journey mapping 277

Journey mapping Customer Service Employee engagement Morale 277

Beyond Philosophy

SEPTEMBER 13, 2019

We have to understand where they are coming from and exercise patience with them in their decision-making. In our global Customer Experience consultancy, we take the Representative Heuristic into account when we do the Emotional Signature ®. We could be way off because we aren’t looking at the situation clearly enough. .

Banking 325

Banking Consulting Consulting Advertising 325

Beyond Philosophy

OCTOBER 8, 2020

In other words, it would be best to avoid taking a siloed perspective to this exercise and considering even the harder to measure cost areas. However, it is equally critical to cut costs without driving away customers, which is by all accounts trickier. Rule #3: Strive for balance.

Consulting 434

Consulting Consulting Call Center Advertising 434

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. In Anna’s case, I would start with a simple exercise to get the journey map off to a good and practical start. Have you ever tried to change a habit, maybe about diet and exercise?

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Myra Golden Media

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Customer Service 159

Customer Service Accountability Feedback Customer Experience 159

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? She even includes several exercises in the book.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Beyond Philosophy

NOVEMBER 27, 2020

Dobrev says using Forrester’s four areas of Value Drivers is essential in this exercise. You have to take those things into account and design an experience that understands that about customers. Then, test your choices, he says. The test results will help you identify where you need to tweak your designs either way.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Myra Golden Media

JANUARY 16, 2019

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. A 2-minute Exercise to Help You Feel Confident and Powerful Before Having Tough Talks.

Coaching 199

Coaching Contact Center Accountability Feedback 199

Interaction Metrics

NOVEMBER 21, 2024

A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? Repeat this exercise for at least 10 different customers. Visibility into real-time metrics encouraged accountability and motivated employees to improve.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

CX Accelerator

NOVEMBER 11, 2022

From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Resource: 6 Sources of Customer Understanding by CXpert.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

AWS Machine Learning

MARCH 27, 2025

Besides the time in review and labeling, there is an upfront investment in training the labelers so the exercise split between 10 or more labelers is consistent. Amazon Bedrock is well-suited for this data augmentation exercise to generate high-quality ground truth data. A way to test the models output for accuracy.

Education 94

Education Engineering APIs Enterprise 94

Beyond Philosophy

JUNE 8, 2023

I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. This exercise is an excellent example of these concepts. It’s a marketing exercise. In our recent podcast, Context is King!,

Finance 195

Finance Marketing Personalization Accountability 195

ShepHyken

DECEMBER 30, 2016

Consequently, the number of consumers that take into account eco-friendly minded businesses when shopping has significantly gone up. Today, getting consumers to exercise their good intentions is a major challenge hence the need to communicate about your sustainable brand more effectively in order to resonate with the customers.

Surveys 221

Surveys Accountability Management Customer Service 221

Beyond Philosophy

MARCH 17, 2022

Make a Deposit in the Customer’s Emotional Bank Account. Covey discusses relationships with others as having an emotional bank account into which your interactions make deposits and withdrawals. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy.

B2C 195

B2C Banking B2B Construction 195

CCNG

APRIL 19, 2023

Such an approach can, in turn, produce the following benefits: Improved/optimal team performance – the supervisor has more space to coach to results, inspire/develop employees to better performance, and hold those with lacking performance and behaviors accountable. Set regular team equity sessions to assure each team is fairly aligned.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Myra Golden Media

JANUARY 1, 2019

Are you coaching and holding employees accountable? When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? Prepare for Coaching Conversations.

Coaching 195

Coaching Accountability Feedback Personalization 195

Vistio

FEBRUARY 24, 2025

This happens for a few key reasons: Lack of Personalization: A one-size-fits-all approach doesnt account for individual agent strengths, weaknesses, and learning styles. These could be quick exercises, short role-playing scenarios, or AI-powered practice sessions that focus on a single skill at a time.

Feedback 52

Feedback Coaching Contact Center Personalization 52

TeleDirect

JANUARY 17, 2025

Financial Services: An agent who patiently explains account discrepancies and provides clear solutions builds trust and confidence in the brand. A: Yes, empathy can be cultivated through targeted training, role-playing exercises, and ongoing feedback. Q: Can empathy be taught to call center agents?

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

Beyond Philosophy

JANUARY 7, 2016

Whilst emotions are important and account for over 50% of a Customer Experience, understanding how to stimulate and evoke emotions at the subconscious and psychological level is the latest thought leadership in our field. Thirteen years is a long time to be considered a madman! However, the Customer Experience movement has advanced.

Employee engagement 186

Employee engagement Big data Analytics Education 186

AWS Machine Learning

OCTOBER 30, 2024

Solution overview For this exercise, we create a BookHotel bot as our sample bot. If this option isn’t visible, the Global Resiliency feature may not be enabled for your account. We showcase the replication process of bot versions and aliases across multiple Regions.

Chatbots 91

Chatbots Interactive Voice Response APIs Telecommunications 91

Peter Lavers

JULY 24, 2020

Your best clients pre-COVID won’t necessarily remain so; what were previously 3 medium sized customers in the past could well merge and become a key account in the coming months. B2B consolidation – your customers are changing. Digital transformation – oh, no not those words again!

B2B 130

B2B Accountability Marketing Sales 130

The Northridge Group

NOVEMBER 4, 2021

Developing targeted exercises to identify challenges and overcome barriers. They learn that great coaches are deliberate about recognizing even small associate accomplishments, but also hold associates accountable for their improvements. Accountability is essential for coaches as well as associates.

Best practices 145

Best practices Coaching contact center associations Contact Center 145

ChurnZero

JANUARY 9, 2025

here is a guide for three areas to focus on as your go-to-market teams map the customer experience and hold each other accountable for its successful execution. This is where additional exercises from your baseline journey can help create differentiated product versions where they apply. If you missed the event in Washington, D.C,

Journey mapping 52

Journey mapping Marketing Upselling Education 52

ChurnZero

FEBRUARY 7, 2025

It started when I used AI to complete a success plan exercise in a training workshop. That could mean creating structured training, building a shared AI knowledge base, or even establishing a hybrid role where a CSM splits their time between managing accounts and leading AI adoption.

Best practices 78

Best practices Accountability Personalization Management 78

Callminer

SEPTEMBER 23, 2020

But you have to know how to read them, what they mean and how to act on the results in order for the exercise to be worthwhile. 3. “Do any of your top target accounts fall into the same industry or vertical? Unite marketing with sales through an account-based marketing approach for high-quality leads.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Toister Performance Solutions

MAY 7, 2020

Making customers repeat information, such as account numbers. Four Ways to Reduce Customer Effort One of the things I really like about The Effortless Experience is it has so many practical exercises you can use to reduce or eliminate customer effort. A brainstorming exercise with frontline reps revealed a simple solution.

Customer Service 111

Customer Service Self service Wireless Advertising 111

CX Accelerator

OCTOBER 9, 2018

When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Numerous opportunities are revealed to improve the dinning experience the next day, and with everyone being aware, they are able to hold one another accountable to the changes. the form of a quick video testimonial?

Journey mapping 160

Journey mapping Surveys Feedback Contact Center 160

Callminer

APRIL 30, 2020

Account for customers’ biases and try to adapt to their communication style. Exercise flexibility where appropriate. It also protects against an even more infuriated customer out in the marketplace spreading negative messages.” “Sometimes a single irregular customer can put a part of your service policy into question.

Customer Service 273

Customer Service Scripts Construction Feedback 273

ShepHyken

FEBRUARY 25, 2022

A good customer experience has many elements, and taking them all into account is important to keep your customers happy. . Good communication skills, accountability, courage, and a willingness to go above and beyond are essential for customer service advisors. Customer service starts with people . People like to talk to people.

outsourcing 156

outsourcing Customer retention Contact Center Wait times 156

Call Center Weekly

SEPTEMBER 28, 2017

A good way to start the coaching relationship is to set up a team meeting and do a quick exercise. By getting the coaches to acknowledge their opportunities, you are helping them to take accountability for their performance. I have seen many CSRs and supervisors improve greatly using this method of organization and documentation.

Coaching 143

Coaching Feedback Contact Center Call Center 143

Aspect

OCTOBER 1, 2018

Skills – Organisations need to account for training and skills development of its people- both from a technical and process point of view – to equip them to function in the new reality. Investing in new technologies without empowering your people to use them effectively is an exercise in futility.

Technology 105

Technology Enterprise Analytics Metrics 105