ShepHyken

SEPTEMBER 6, 2019

Recently released, IDology’s Second Annual Identity Consumer Study sheds light on the latest consumer experience trends and the impact they’re having on businesses. We learned from the study that consumers are open to using technologies that prefill their information. Mobile-first and Mobile-only Mindsets.

Accountability 247

Accountability Technology Personalization Customer Experience 247

Beyond Philosophy

APRIL 24, 2017

Or at least that’s what a recent study about lying revealed. But over time, it just goes into the background, and we don’t pay attention to it,” said Ariely on an NPR Broadcast about the study. What we learned from the study above is that one lie alerts the brain but two, or even twenty lies don’t.

Consulting 317

Consulting Consulting Banking Customer Experience 317

Beyond Philosophy

JUNE 25, 2020

Years ago, at Stanford, researchers did a study about recalling information at the proper time. Midway, the research team brought the participants in as two groups for a different study. This study reveals an essential concept of advertising. The research team had students write down everything they ate for a couple of weeks.

Management 472

Management Entertainment Consulting Consulting 472

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities.

B2C 346

B2C Customer centricity Feedback Upselling 346

Kayako

APRIL 12, 2022

Check out these five case studies that will help you improve this process in your business. Staff was trying to manage support requests using a shared Outlook account. Coinstop was providing customer support using a single email account. . The post 5 Case Studies to Improve Your Customer Service appeared first on Kayako.

Customer Service 114

Customer Service Self service Education Technical Support 114

Beyond Philosophy

FEBRUARY 3, 2016

A new study from Lund University reveals that our brains forget things on purpose. To read more of the actual study, click here. Customers do the same thing as the participants in the Swedish study. This news is great for forgetful types! Unfortunately, researchers have yet to prove that everything we forget is scientific.

Consulting 272

Consulting Consulting Call Center Accountability 272

Beyond Philosophy

JANUARY 17, 2018

The findings of this study violate the law of fungibility for money. These results, however, are the basis for an economic principle called Mental Accounting. Mental Accounting describes the situations where fungibility breaks down. Mental Accounting describes the situations where fungibility breaks down.

Entertainment 314

Entertainment Accountability Consulting Consulting 314

VirtualPBX

NOVEMBER 8, 2023

In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. Enhancing Connectivity for a Flooring Manufacturer Company: Great Wall & Floors Inc.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

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

MAY 30, 2016

We named this concept after the infamous Milgram study, where a man in a white lab coat encouraged people to administer electric shocks to fellow participants. Luckily, there were no shocks, nor even a second participant in the study, but the findings are certainly a dark reflection on our nature!). Take sighs, as an example.

Consulting 283

Consulting Consulting Personalization Accountability 283

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. Price is ripe: Study finds increase in menu prices means decrease in restaurant ratings by Olin Business School. Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS.

Customer Service 363

Customer Service B2B Best practices Customer Experience 363

Beyond Philosophy

MARCH 23, 2015

Many studies have shown the best way to get more of the behavior you like is to acknowledge it with positive reinforcement. 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.

Accountability 327

Accountability Feedback Personalization Customer Experience 327

ShepHyken

MARCH 29, 2019

As PWC recent study reveals , the price is what makes consumers shop at a particular retailer; the desired item being in stock, trust to the brand and a good location come next. Very often, retail managers lack time and capacity to process and take into account all the necessary data to set attractive prices. “If

Customer Experience 274

Customer Experience Accountability CRM Enterprise 274

Beyond Philosophy

MARCH 2, 2016

The Marchex Institute released a study that measured the speech patterns of the 50 states. To get a full copy of the Marchex Institute study, please click here to register. Taking into account these personality-driven expectations is one of the more advanced concepts we cover in our Advanced Customer Experience Management training.

Consulting 278

Consulting Consulting Call Center Call center experience 278

Beyond Philosophy

SEPTEMBER 10, 2020

Moreover, resolving your conflict by changing either your thoughts or actions is a bit dull to study. 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

JANUARY 23, 2019

I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics.

Management 361

Management Consulting Consulting Accountability 361

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. According to the Zendesk study, 73% of customers will switch to a competitor after multiple bad customer experiences. Read Shep’s latest Forbes article: AI Will Not Eliminate Jobs

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

Beyond Philosophy

DECEMBER 6, 2017

Behavioral Economics is the study of how people’s psychology affects their behavior as customers, which, as my regular readers know, is irrational behavior for the most part. Presidential Twitter accounts come to mind as an example here. The researchers were using “nudges” to help patients adhere to their medication requirements.

Healthcare 359

Healthcare Consulting Consulting Customer Experience 359

Steve DiGioia

MARCH 22, 2021

Studies published in 2018 and 2019 estimate the number of Americans of all ages who have convincing symptoms of allergy to specific foods: Shellfish: 8.2 Great customer service accounts for all the potential needs of a customer. million children under age 18. That’s one in 13 children or roughly two in every classroom.

Customer Service 346

Customer Service Education Accountability Management 346

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

AWS Machine Learning

NOVEMBER 13, 2024

After focusing on ML during her studies, Chiara supports customers in using generative AI and ML technologies effectively, helping them extract maximum value from these powerful tools. Chiara Relandini is an Associate Solutions Architect at AWS. Arian Rezai Tabrizi is an Associate Solutions Architect based in Milan.

APIs 131

APIs Scripts Accountability Entertainment 131

Beyond Philosophy

AUGUST 23, 2018

It would skip, however, your neighboring party-goer’s account of where they had to park at the grocery store today. Despite these inauspicious beginnings to its study, subliminal advertising remains a thing even to this day. Then, someone in another conversation at the party says your name. Well, that never happened. Vicary made it up.

Advertising 205

Advertising Customer Experience Marketing Accountability 205

Beyond Philosophy

OCTOBER 23, 2017

That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. This kind of irrational thinking is based on subconscious and emotional factors, and our research has shown that it accounts for more than half of a customer’s overall experience.

Marketing 325

Marketing Consulting Consulting Government 325

Beyond Philosophy

JUNE 11, 2015

They should want this because study after study shows the financial rewards of having loyal customers. A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

NOVEMBER 22, 2019

He arrived at this theory by comparing the ratio of brain sizes and group sizes in his study of non-human primates. 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

ShepHyken

MARCH 12, 2021

A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era. Consider implementing result-oriented tactics like pay-per-click and account-based marketing for quick, effective and sustainable outcomes.

B2B 382

B2B Journey mapping B2C Telecommunications 382

AWS Machine Learning

MARCH 18, 2025

Use case 1: Audio-to-text translation and LLM integration for clinical trial patient interactions In the domain of clinical trials, effective communication between patients and physicians is crucial for gathering accurate data, enforcing patient adherence, and maintaining study integrity. An AWS account.

Healthcare 85

Healthcare Analytics Consulting Consulting 85

Beyond Philosophy

APRIL 25, 2019

As an academic marketer and an expert in neurology, Hedgecock does psychology-based research and studies neuromarketing, or how the brain works when we make decisions. Hedgecock and the team decided to do a study to determine if people’s emotions could predict their food consumption. They called it “The Creepy Project.”

Technology 296

Technology Entertainment Consulting Consulting 296

Beyond Philosophy

SEPTEMBER 13, 2019

They study when our mental shortcut goes wrong. In the study, they described “Linda” to the participants: . There’s a reason that the scientists study the Representativeness Heuristic: it is a reliable driver of behavior. However, decision scientists aren’t interested in when the animal is a duck.

Banking 325

Banking Consulting Consulting Government 325

Beyond Philosophy

MAY 19, 2015

For a more detailed account of how Target achieved this exercise, read the full story here. #2: They studied it. All in all, they found 25 different products whose purchase indicated a woman might be expecting. 2: They Identify the Hidden CX and Design for it. In many ways Customer Experience is like an iceberg.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

CSM Magazine

JULY 14, 2023

However, it raises the question – how much customer service should your social media accounts handle? According to a study by J.D. To address this, we delve into statistical insights and industry best practices. Power, 67% of consumers have used a company’s social media channel for customer service.

Accountability 89

Accountability Customer Service Self service Surveys 89

Beyond Philosophy

FEBRUARY 20, 2017

Kahneman says the ratios stay the same in studies involving older people and larger sums of money. In our customer experience consultancy, we take clients through a process called Behavioral Journey Mapping in which we look at the customer’s journey from the emotional perspective and design an experience that takes emotions into account.

Journey mapping 302

Journey mapping Consulting Consulting Customer Experience 302

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? What a fantastic question! They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

MAY 27, 2019

New Study: Customer Service Focused Businesses Must Prioritize Mobile, Frictionless CX & Protecting Customer Identities by Christina Luttrell. It’s also impacted consumer expectations, raising the bar on customer experience and holding businesses accountable to deliver.

Journey mapping 271

Journey mapping Customer Service Employee engagement Morale 271

Beyond Philosophy

DECEMBER 25, 2017

Case Study: Enhance Your CX With This Technology. Your customers’ emotional and subconscious responses to your brand account for over half of the total Customer Experience. An example is the tempo of music played at the grocery store. Who Wins—Brand or Customer Experienc e?

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

Beyond Philosophy

SEPTEMBER 13, 2024

A case study from the UK’s Post Office scandal illustrates the severe consequences of excuses on a larger scale, where avoiding responsibility led to widespread harm and even imprisonment. From this, we draw lessons on the importance of honesty and accountability in both personal and professional contexts.

Wait times 195

Wait times Call Center Accountability Personalization 195