Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Follow Colin Shaw on Twitter @ColinShaw_CX.

Banking 0

Banking Consulting Consulting Sales 0

Beyond Philosophy

JUNE 15, 2018

You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. So, What is Mental Accounting? Airlines Run Mental Accounting Too Often in the Red. Customer expectations play a part in mental accounting also.

Airlines 360

Airlines Accountability Consulting Consulting 360

Beyond Philosophy

NOVEMBER 30, 2016

While many companies focus on rational factors like pricing, we’ve found that emotional factors account for more than half of a customer’s experience. To learn more about understanding your customers and improving your Customer Experience join one of our training courses. Do you have a rental car horror story? The post Yikes!

Consulting 419

Consulting Consulting Customer centricity Customer Experience 419

Beyond Philosophy

MAY 14, 2020

Ahearn says that’s why we turn to a CPA to do our accounting or hire an attorney for legal support. However, when people learn that Ahearn is one of 20 personally trained experts from Robert Cialdini himself, they sit up straighter and pay more attention. However, hold them accountable for their answers.

Consulting 419

Consulting Consulting Personalization Coaching 419

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. million deposit accounts and over 500,000 credit accounts in all. Money.cnn.com.

Banking 352

Banking Accountability Consulting Consulting 352

AWS Machine Learning

MARCH 28, 2024

Large language models (LLMs) are generally trained on large publicly available datasets that are domain agnostic. For example, Meta’s Llama models are trained on datasets such as CommonCrawl , C4 , Wikipedia, and ArXiv. The resulting LLM outperforms LLMs trained on non-domain-specific datasets when tested on finance-specific tasks.

Finance 126

Finance Metrics Banking Engineering 126

ShepHyken

JULY 8, 2024

Teach Accountability: It may not be an employee’s fault, but it is now their opportunity to fix the problem. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Accountability 368

Accountability Customer Support Customer Service Personalization 368

ShepHyken

FEBRUARY 14, 2022

7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick. My Comment: Customer service training is one of the most important types of training you can provide your employees – all of them! accounting, legal services). Not just the front line!) How do you put a bow on those deliverables?

Customer Service 316

Customer Service Surveys Customer Experience Accountability 316

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. Invest in customer service training for your team and create the best user experience for your clients. . Empower Your Service Team. Continue to Evolve.

Customer Experience 380

Customer Experience Management Finance Banking 380

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. Designing and Evaluating a Digital Experience.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

AUGUST 12, 2020

We’ve recently trained some of our clients on journey mapping. 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. . Follow Colin Shaw on Twitter @ColinShaw_CX.

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

Callminer

NOVEMBER 9, 2020

Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. Some fraudsters build a rapport with a particular agent or retail associate over time before requesting that they send a financial sum to their bank account.

Call Center 345

Call Center Banking Contact Center Accountability 345

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. Meanwhile, the client is amazed at the depth and quality of your training due to your effort in putting together the most all-inclusive program on the market in your niche. .

Coaching 342

Coaching Customer centricity Accountability Feedback 342

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. For multiple accounts, assign mandatory tags to each one, identifying its purpose and the owner responsible.

Government 107

Government Best practices Accountability APIs 107

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Control the number of accounts your team manages and how they spend their time.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

DECEMBER 28, 2022

Customers are not a sale, an account number, a prospect, etc. Train and empower your employees. If you have good people and train them well, let them do their job. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. They create lasting impressions. .

Customer Service 342

Customer Service Personalization Accountability Sales 342

Beyond Philosophy

JUNE 25, 2020

Second, the insurance company should train people on how to handle customer interactions so that customers think the employee is empathetic to their situation. For example, when a customer has to repeat their account of poor service over and over, you are reinforcing that lousy memory and making it worse. There are several ways.

Management 472

Management Entertainment Consulting Consulting 472

ShepHyken

DECEMBER 26, 2023

A speedy response creates confidence. Be more accountable – Don’t make excuses or blame others. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. I often joke about a company that took four days to get back to me with an answer.

Customer Service 408

Customer Service Accountability Customer Experience 408

ShepHyken

JUNE 29, 2022

I bought a new microphone and mixing board from them last year, and they assigned a salesperson to my account. Define your version of what would make you a great doctor , communicate it to your people, train them to deliver on it, and watch your customers’ reactions. They will reward you by saying, “I’ll be back!” .

Accountability 334

Accountability Customer Service Customer Experience 334

ShepHyken

JANUARY 1, 2021

Should your support team need some training with writing emails better, Ratedbystudents is a place where people rate online writing help services, so you can find writing and editing professionals to help you with this. A typical lengthy email: “In order to access your account, please go to our home page www.example.com.

Customer Service 397

Customer Service Customer Support Education Personalization 397

ShepHyken

DECEMBER 3, 2021

Prior to my arrival at XGS, the company had trained its focus on the flooring space and had kicked off an ambitious growth phase. . 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 363

Customer Experience Transportation Feedback Metrics 363

AWS Machine Learning

MAY 1, 2024

It comes in a range of parameter sizes—7 billion, 13 billion, and 70 billion—as well as pre-trained and fine-tuned variations. Many practitioners fine-tune or pre-train these Llama 2 models with their own text data to improve accuracy for their specific use case.

Scripts 122

Scripts Best practices Engineering Management 122

AWS Machine Learning

SEPTEMBER 18, 2024

It is important to consider the massive amount of compute often required to train these models. When using compute clusters of massive size, a single failure can often throw a training job off course and may require multiple hours of discovery and remediation from customers. In recent years, FM sizes have been increasing.

Scripts 115

Scripts Metrics Management Accountability 115

Callminer

FEBRUARY 19, 2020

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

Call Center 287

Call Center Accountability Technology Customer Support 287

Beyond Philosophy

DECEMBER 6, 2019

Ensure that you take that into account when you make these decisions. It reminds me of a utility company for whom we conducted an introductory training on Customer Experience. She was very engaged in the training. Are you too focused on sales revenue? How We Make Decisions—Prospect Theory. Why Customers Make Strange Decisions.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

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

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

ShepHyken

JULY 25, 2023

And, help them easily and empathetically close an account. Its people are properly trained in not just what to do but also what to say and how to say it. It may be the death of a customer, or perhaps just someone going through a difficult or emotional time; we must have a process mapped for these situations.

Customer Service 59

Customer Service Accountability Management Customer Experience 59

ShepHyken

JUNE 7, 2021

That question has accounted for millions and millions of extra sales. They have to overcome a reputation and work hard to train the government employees. Go to The Customer Focus™ to learn more about our customer service training programs. My Comment: “Would you like fries with that?” Follow on Twitter: @Hyken.

Customer Service 349

Customer Service Customer centricity B2B Government 349

Beyond Philosophy

MAY 25, 2018

Why wasn’t I offered this deal last year, or why wasn’t it automatically applied to my account? The employee answered her questions and even wrote down her account number to make the process go more smoothly with the new carrier. It’s the cable company, so I didn’t really expect to be treated well.

Accountability 334

Accountability Consulting Consulting Marketing 334

ShepHyken

SEPTEMBER 30, 2020

Customers are people, not account numbers. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The top response, with over 65% of respondents in agreement, is that people just want to be treated like a valued customer—with kindness, respect and dignity. Follow on Twitter: @Hyken.

Customer Service 325

Customer Service Surveys Accountability Customer Experience 325

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. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Deep Dive: How Rewards Programs Can Fuel Customer Spending by PYMNTS. Follow on Twitter: @Hyken.

Customer Service 366

Customer Service B2B Best practices Customer Experience 366

Beyond Philosophy

SEPTEMBER 10, 2020

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. Another form of dissonance reduction takes place where we change the story. We do it to get things to line up in our heads.

Consulting 457

Consulting Consulting Advertising Accountability 457

ShepHyken

JULY 8, 2020

Hold them accountable and responsible for ensuring the experience is worthy of a good review. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. Everyone must do their job to ensure the customer has an experience you would want them to write about.

Accountability 314

Accountability Customer Experience Customer Service Feedback 314

Beyond Philosophy

JANUARY 23, 2019

For example, if you have a multi-step account setup process for a first-time customer on your website, and they are setting up an account at the end of a long day, you can expect them to be more frustrated than a person who is setting up an account first thing in the morning. How We Make Decisions—Prospect Theory.

Management 361

Management Consulting Consulting Accountability 361

Callminer

MARCH 2, 2020

With the top concerns your agents are likely to encounter clearly defined, you can provide stronger training in these areas and tailor tools to match the demand for more specific solutions. Such information often forms the basis of improvement strategies for routing and training processes within your organization. Training Ideas.

First call resolution 291

First call resolution Metrics Analytics Call Center 291