Beyond Philosophy

JUNE 1, 2023

However, understanding the context in which your customer has your experience is critical to your customer strategy. 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. Context is everywhere.

Accountability 195

Accountability Call Center Education Consulting 195

ShepHyken

JULY 2, 2021

It’s one thing to not interact with spammy accounts, it’s another thing to completely avoid confrontation on social media. Don’t engage with spam accounts . Spam accounts, bot accounts, and what are referred to as “trolls” are all over social media these days. 4 Don’ts of Social Media Customer Service .

Customer Service 377

Customer Service Chatbots Accountability Self service 377

Interaction Metrics

NOVEMBER 21, 2024

Whether you’re tackling customer service challenges or fine-tuning your approach, these strategies will help you provide great customer service and quickly increase customer satisfaction. Workshops are just the start, and ongoing measurement ensures the strategies stick. Are customers noticing the changes?

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

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

Kapta Customer Success

JANUARY 29, 2025

What if your key accounts could generate twice the revenue they do today? It's not just possible it's happening for companies that have moved beyond traditional account management.

Accountability 45

Accountability Management Sales Engineering 45

Nicereply

OCTOBER 16, 2024

However, only 2 in 5 brand executives believe their customer loyalty strategies are successful. 7 Customer Loyalty Strategies to Drive Long-Term Relationships Below, we’ve listed some helpful tips to drive repeat purchases and keep your customers coming back for more. But one certain thing is brand loyalty is a powerful thing.

Education 52

Education Entertainment Feedback Chatbots 52

CSM Magazine

MARCH 14, 2025

Here, we will explore the latest strategies shaping loyalty programs in 2025 and what they mean for your brand. Lets first look at how personalization is taking center stage in modern loyalty strategies. By allowing shared usage, brands expand their touchpoints, as these accounts naturally bring in more users.

Gamification 52

Gamification Entertainment Brand ambassadors Personalization 52

CSM Magazine

MARCH 3, 2025

In this article, well explore what email warming is, why it matters, and how you can implement a strategy that boosts your sender reputation while maximizing engagement. When you send emails from a new or inactive account, ISPs are more likely to view your messages as suspicious unless they see consistent patterns of positive engagement.

Metrics 52

Metrics Feedback Marketing Best practices 52

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. The first step in building this strategy should establish a set of guiding principles that everyone can learn by heart so they are always at work. Empower Your Service Team.

Customer Experience 377

Customer Experience Management Finance Banking 377

ShepHyken

APRIL 23, 2021

You don’t want complaints to sit on a public forum like social media, which is why your social media person should either have the autonomy to reply to complaints or be given a strategy for addressing complaints. . If you have a wide-reaching brand, it could help to create a separate account to hone in on those customer inquiries. .

Customer Service 333

Customer Service Advertising B2B Chatbots 333

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

This strategy is common in eCommerce and can greatly speed up customer service operations. A typical lengthy email: “In order to access your account, please go to our home page www.example.com. Here’s how you can shorten it: “To log in to your account, please visit www.example.com/login.”. Over to You.

Customer Service 395

Customer Service Customer Support Education Accountability 395

ShepHyken

SEPTEMBER 7, 2023

A dedicated CX leader to guide strategy. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Encourage shadowing experienced account managers who can disseminate their best tips and tricks.

B2C 346

B2C Customer centricity Feedback Upselling 346

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. Instead, todays leaders recognize its central role in fueling and future-proofing enterprise success.

Best practices 52

Best practices Contact Center Management Call Center 52

ShepHyken

AUGUST 13, 2021

This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. Separate technical support from core marketing accounts. American Red Cross – #gettngslizzerd.

Customer Experience 371

Customer Experience Management Chatbots Accountability 371

ShepHyken

FEBRUARY 5, 2021

Collaboration will allow you to develop a strategy to handle upset customers without first issuing blame onto your agents or employees. Traveling to a location that is convenient for the customer is a great strategy, especially in a B2B relationship. Summary: Accountability and Communication. Send Free Gifts.

Customer Experience 263

Customer Experience B2B Accountability Feedback 263

PeopleMetrics

JANUARY 31, 2025

B2B: AI Helps Uncover Relationship Risks Before They Become Churn B2B relationships are high-touch and high-stakeslosing one major account could have a massive impact. Armed with this insight, the account team proactively engages with the client, addressing concerns before renewal discussions begin. Heres how: 1.

B2C 98

B2C B2B Airlines Surveys 98

CSM Magazine

DECEMBER 2, 2024

In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service. Proper training and integration of customer service strategies improves patients’ perception of quality care.

Healthcare 52

Healthcare Customer Service Surveys Wait times 52

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. Tellingly, this is a more effective strategy than offering discounts and promotions. They write about how improving customer journeys increases business growth.

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

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

SEPTEMBER 3, 2020

” The only way to build trust with customers is to do things in a particular way, meaning a strategy with deliberate actions that build credibility and facilitate trust. However, if your emotional bank account is in good standing with customers, the error you made won’t ruin the relationship. Be authentic.

Banking 390

Banking Consulting Consulting Accountability 390

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

DECEMBER 28, 2022

Customers are not a sale, an account number, a prospect, etc. These are precisely the strategies and tactics that will make your customers say, “I’ll be back!” . They create lasting impressions. . Demonstrate your knowledge and expertise. Customers want to work with people who “know their stuff.” . They are people. .

Customer Service 339

Customer Service Personalization Accountability Sales 339

Steve DiGioia

APRIL 19, 2021

One reliable strategy is to name the inconvenience and admit that it happened. 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. Follow Leslie on Twitter @LeslieO.

Accountability 304

Accountability Personalization Customer Care Customer Support 304

ShepHyken

DECEMBER 9, 2022

The ad highlights how easy it is to open a checking account with your institution. . The customer responds by saying they want to open a checking account with your institution and asks for the next steps. A customer interacts with the ad, so an agent contacts them to give them more information. What is a contact center CRM? .

Sales 314

Sales CRM Contact Center Customer retention 314

ShepHyken

JUNE 7, 2021

strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. Depending on how you promote your products or services, you may have to adjust your marketing strategies. My Comment: “Would you like fries with that?”

Customer Service 346

Customer Service Customer centricity Government B2B 346

Beyond Philosophy

AUGUST 29, 2020

However, if you approach customers with a deliberate strategy with specific actions designed to build your credibility, you can earn people’s trust and deepen your relationship with them. Remember that trust is earned and not given. Be authentic. You can build trust when you are genuine with people. Do what you say you are going to do.

Banking 397

Banking Consulting Consulting Accountability 397

AWS Machine Learning

MARCH 11, 2025

The goal is to index these five webpages dynamically using a common embedding algorithm and then use a retrieval (and reranking) strategy to retrieve chunks of data from the indexed knowledge base to infer the final answer. These five webpages act as a knowledge base (source data) to limit the RAG models response.

Benchmark 98

Benchmark APIs Enterprise Scripts 98

Beyond Philosophy

APRIL 9, 2020

She says compliance with social norms accounts for more of the changes incentives inspire in customer behavior. I appreciate that in this way, science supports this concept when you are thinking about strategies that inspire customer-driven growth. To hear more about this strategy in more detail, listen to the complete podcast here.

Consulting 435

Consulting Consulting Finance Accountability 435

Beyond Philosophy

DECEMBER 10, 2021

We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. 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