Beyond Philosophy

MAY 8, 2017

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience.

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

OCTOBER 2, 2017

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. These hidden influences range from visual or external clues to emotional or internal clues.

Customer Experience 573

Customer Experience Customer emotions Consulting Consulting 573

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Customer journey mapping illuminates touchpoints that present perfect opportunities for collecting customer feedback. Read Shep’s latest Forbes article: AI Will Not Eliminate Jobs

Journey mapping 339

Journey mapping Upselling CRM Feedback 339

Beyond Philosophy

JANUARY 15, 2019

Research shows that when more testosterone is present in the body, people are more likely to engage in risky behavior. The way choices are presented changes our risk tolerance. People who are close to retirement might not make the same investments as a kid opening their first retirement account, and so on.

Consulting 257

Consulting Consulting Accountability Customer Experience 257

ShepHyken

SEPTEMBER 18, 2020

Of course, it’s important to take into account the kind of feedback you’re asking for. Try presenting it in a way that visually tells the story behind the data. Instead of simply telling your team, “We’re doing pretty well with customer service,” you can show them just how well they’re doing. Then share it with your team.

Feedback 320

Feedback Customer Service Surveys Accountability 320

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. 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. In other words, people in accounting go to jail if they cheat. .

Airlines 273

Airlines Metrics SaaS Accountability 273

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. Maintaining a working training protocol for your team members involves accounting for issues with comprehension and individual learning needs. Effective Customer Support Training. Technological Shifts.

Call Center 287

Call Center Accountability Technology Customer Support 287

ShepHyken

JUNE 2, 2020

Be accountable. Find people you trust to help keep you accountable. Quotes: “Influence is so much about how we show up and present ourselves every single day. She has trained and presented to thousands on word choice and body language. Start small. You never know what someone may be going through or dealing with.

Feedback 190

Feedback Accountability Customer Experience Customer Service 190

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

Beyond Philosophy

NOVEMBER 20, 2015

I had it all: a big expense account, a big budget, and a big salary. Acknowledge your mistake (or fault), apologize for the problem, and present a plan to fix the damage. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I quit, of course!

Consulting 344

Consulting Consulting Customer Experience Accountability 344

ShepHyken

JANUARY 27, 2020

From mobile devices that require biometric authentication to replacing the pin codes and using biometric data to open accounts, the business world is undergoing a transformation. Steven Van Belleghem) I want to present you 10 of the most renowned and experienced keynote speakers on the topics of customer experience and marketing.

Customer Service 54

Customer Service Customer retention Airlines Employee engagement 54

Beyond Philosophy

JANUARY 8, 2018

Only the other day I presented to a once-great organization, much like Kodak and Blockbuster. Yes, there are a few Blockbuster stores still operating as of April 2017, although mostly in Alaska, and one has a funny Twitter Account! ).

Customer Experience 313

Customer Experience Consulting Consulting Marketing 313

ShepHyken

MAY 27, 2019

It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver. For businesses, this presents both challenges and opportunities, particularly around identity verification.

Journey mapping 280

Journey mapping Customer Service Employee engagement Morale 280

Beyond Philosophy

MARCH 12, 2022

To begin with, we borrow from a concept in Stephen Covey’s 7 Habits of Highly Effective People called the Emotional Bank Account. An Emotional Bank Account is a lot like a regular bank account where you make deposits and withdrawals. Key Ideas to Improve your Customer Experience.

Banking 39

Banking Construction Consulting Consulting 39

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. . In essence, it indicates that a situation can be funny once it is distant from the present company. Humor Theory #1: Superiority Theory.

Coaching 413

Coaching Consulting Consulting Personalization 413

Beyond Philosophy

OCTOBER 3, 2014

Running it your way is a short sighted approach, however, because it doesn’t take into account what the Customer wants. He admits that their present success took much hard work over many years. It’s critical to make sure that you run your business the way Customers would like you to have it run.

Coaching 385

Coaching Consulting Consulting Customer Experience 385

CCNG

NOVEMBER 9, 2022

Maintaining connectedness within a contact center has always presented unique challenges. Automatically aggregate, synthesize and analyze collective data and present it in functional real-time management dashboards to every stakeholder. Create an environment of trust, transparency and accountability.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

ShepHyken

FEBRUARY 7, 2020

To make sure that customer experiences with your business are informative and user-friendly, you should consider creating a phone menu that presents limited options. Recently, she has published original content on the voice services, human resources, and accounting industries.

B2B 269

B2B Answering services Chatbots Surveys 269

CCNG

JUNE 19, 2024

” Undoubtedly, executives face pressures from investors and boards to present an idealized public face. To underscore engagement, accountability, and retention as mission-critical priorities across all levels, link executive compensation to the same metrics. With only 30% of U.S.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Beyond Philosophy

MAY 19, 2022

The Role of Mental Accounting in Subscriptions. Mental Accounting plays into this principle of subscriptions. Mental accounting puts money in psychological buckets, even though money is fungible. From a mental accounting perspective, subscriptions often are not accounted for.

Accountability 221

Accountability Consulting Consulting Customer Experience 221

Beyond Philosophy

JUNE 8, 2023

I assumed that the people I presented to understand why what I wanted was so critical to the organization. So, when presenting a case for change, logic, stories, and goals are essential. Also, get finance to sign off on those costs before you present, so they can’t argue.) Don’t neglect your presentation.

Finance 195

Finance Marketing Personalization Accountability 195

Beyond Philosophy

SEPTEMBER 13, 2019

In our global Customer Experience consultancy, we take the Representative Heuristic into account when we do the Emotional Signature ®. The Emotional Signature is a research exercise we do that determines the level of emotional engagement that your present experience with your customers.

Banking 325

Banking Consulting Consulting Government 325

Beyond Philosophy

MARCH 31, 2022

Another influence here is Mental Accounting, which describes how we categorize costs. These firms use the present inflationary environment as an opportunity to raise prices. This second group presents an opportunity for Stephanie and other companies like hers that want to do a better job with a price increase at a time like this.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers.

Accountability 243

Accountability Customer Support Surveys Personalization 243

CX Accelerator

APRIL 1, 2020

Accountability. The problem this presents is one of perception where “Our CX is failing, it’s time to turn it off” becomes an all too common occurrence. Present the facts, with an honest interpretation about what they mean for your business and encourage that message to move through your entire organisation.

Metrics 228

Metrics Morale Benchmark Government 228

ShepHyken

MARCH 13, 2020

He or she can use all features, edit the details, and add admins, staff, and managers to the help desk account. Read Shep’s latest Forbes article: Seven Tips To Make You A Rock Star At Your Next Presentation. For instance, the super admin has access to almost everything in the ticketing system. Effortless Ticket Tracking.

Customer Support 277

Customer Support Customer retention Customer Experience Management 277

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.

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

MAY 29, 2021

My unsubscribing experience included a detailed accounting of all the features to which I would no long have access—in bold, red typeface. We also explain how you can use these effects to your benefit when presenting your marketing message and in your Customer Experience. Loss Aversion is the 2 nd of the ten effective ways.

Marketing 210

Marketing Consulting Consulting Banking 210

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

CX Accelerator

OCTOBER 21, 2019

Using Asana is an excellent way to drive accountability and make sure the projects remain visible to the organization. For less than $10 each month, you can secure a pro account, granting you access to a library of stock photography, thousands of design templates, and the option to store your brand colors and fonts.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

AWS Machine Learning

SEPTEMBER 12, 2024

The solution presented in this post not only enhances the member experience by providing a more intuitive and user-friendly interface, but also has the potential to reduce call volumes and operational costs for healthcare payers and plans. Sample prompt templates In this section, we present some sample prompt templates.

Healthcare 114

Healthcare APIs Accountability Enterprise 114

CX Accelerator

APRIL 1, 2020

Accountability. The problem this presents is one of perception where “Our CX is failing, it’s time to turn it off” becomes an all too common occurrence. Present the facts, with an honest interpretation about what they mean for your business and encourage that message to move through your entire organisation.

Metrics 182

Metrics Morale Benchmark Government 182

Callminer

MAY 27, 2020

Presented in an easy to analyze format (such as text and data visualizations), this comprehensive customer interaction data supports performance scoring, sentiment analysis, and measurement of key performance indicators across all customer communications channels. that can be automated.

Contact Center 207

Contact Center Call Center Interactive Voice Response Self service 207

NameShouts

MARCH 3, 2021

Our most sensitive data, such as bank accounts, are protected by multiple identity checks. For example, phone number-based 2FA solutions can be intercepted by intrepid bad actors, who can then gain access to your accounts. And the age-old password-based solution has long been proven to be a risky proposition. So, what’s the risk?

Accountability 173

Accountability Government Banking Personalization 173

Beyond Philosophy

AUGUST 22, 2024

Absorb creates presentations based on prompts one feeds it. This tool reduces the time needed to create presentations and makes them easier to update as your product or offer changes. Imagine how you would feel if the first question out of the agent’s mouth was all business: looking for an account number.

Scripts 195

Scripts Education Personalization Consulting 195

The Northridge Group

JUNE 18, 2024

The system analyzes the unique attributes of their voice in real-time, thereby saving time and reducing the risk of fraudsters gaining access to accounts through stolen passwords or other personally identifiable information (PII).

Contact Center 119

Contact Center Banking Accountability Technology 119

TechSee

SEPTEMBER 21, 2021

McKinsey reports that cablecos still account for more than 60% of all connected homes, with the key providers averaging an impressive 25% return on invested capital. An increasing number of viewers are shifting to digital media due to the sheer array of options it presents. Factors Affecting the Cable Digital Transformation.

Advertising 41

Advertising Entertainment Self service Banking 41