Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. The paternity policy at Virgin reflects two critical elements for the link between Employee Experience and Customer Experience. Engaging Millennial Employees.

Customer Experience 400

Customer Experience B2C B2B Banking 400

Beyond Philosophy

OCTOBER 31, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. Bank of America, Morgan Chase, etc.)

Customer Experience 381

Customer Experience Banking Consulting Consulting 381

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. Bank of America, Morgan Chase, etc.)

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

JULY 4, 2016

It is having most impact, and will likely continue to do so, in traditional industries such as retail banking. Digital innovation in banking can be seen in the transformative way people transact and organize their finances. Needs a bank’s product to support their activities (home purchasing, auto loans, etc.). Let’s begin there.

Banking 225

Banking Customer centricity Big data Finance 225

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. Like millions of Wells Fargo customers, we don’t trust them because they lied. A criminal investigation was launched last week in California to identify whether the bank committed felonies.

Banking 0

Banking Consulting Consulting Sales 0

ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. However, I would argue that digital transformation is bringing customer experience to an entirely different level. All this progress requires businesses to provide an “always on, always available” customer experience.

Customer Experience 291

Customer Experience Banking Technology Consulting 291

ShepHyken

OCTOBER 21, 2024

eBay is a platform where you can find it all, and we are working to create great experiences and make it easy to find just what you are looking for.” ” About: Derek Allgood is the VP of Global Customer Experience (GCX) at eBay.

Customer Experience 220

Customer Experience Self service Banking Wait times 220

Call Center Weekly

SEPTEMBER 11, 2018

Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. Kathryn Frankson is a B2B event sales and marketing professional at UBM.

B2B 235

B2B Customer Experience B2C Banking 235

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. In other words, it’s not that the Wells Fargo customers are loyal.

Banking 352

Banking Accountability Consulting Consulting 352

Beyond Philosophy

SEPTEMBER 15, 2015

My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company. For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e.,

Banking 383

Banking Telecommunications Consulting Consulting 383

ShepHyken

FEBRUARY 27, 2019

Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. If someone told you the customer service at a bank was incredible, you would only think positive things.

Banking 307

Banking Customer Service Customer Experience Personalization 307

Beyond Philosophy

AUGUST 9, 2024

Friction is rarely a good thing in a Customer Experience. For example, when your bank uses two-factor authentication to ensure you are who you say you are. This friction enhances customers’ feelings about an experience. Many times, friction is accidental or the result of organizational apathy.

Customer Experience 221

Customer Experience Banking Management 221

Beyond Philosophy

SEPTEMBER 2, 2019

Customer loyalty is more than automatic or indifferent behavior. Understanding Customer Loyalty and the secrets to creating it is vital to your Customer Experience. We discussed the two secrets to Customer Loyalty in a recent podcast. The customer may still shop with you, but not because of loyalty.

Banking 352

Banking Accountability Customer Experience Consulting 352

Beyond Philosophy

DECEMBER 19, 2016

The other part lies in behavioral economics, which tells us that customers behave irrationally and emotionally. I discuss this in depth in my new book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , which I co-authored with Prof. Ryan Hamilton of Emory University.

Sales 353

Sales Banking Customer emotions Education 353

Beyond Philosophy

AUGUST 9, 2017

But is it right for Customer Experience? On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience. Act Now to Turn Customer Pain Points into Pleasurable Profits.

Banking 0

Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

SEPTEMBER 13, 2019

This psychological principle could have a significant influence on how customers behave in your Customer Experience. . However, they are only interested in two of the descriptions: Linda is a bank teller. . Linda is a bank teller that is active in the feminist movement. . So, how did you arrive at your number?

Banking 325

Banking Consulting Consulting Government 325

Beyond Philosophy

OCTOBER 7, 2021

However, customer loyalty necessitates thinking long term. Wells Fargo is a big retail bank in the U.S. So that begs the question, which I’ve posted before, what emotions are you trying to evoke in your customers, and what emotions would drive loyalty? . Remember the Wells Fargo debacle? There you have it.

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

OCTOBER 5, 2017

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator. Customers have emotions and your experience produces them.

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, online banking has proved to be helpful to society.

Airlines 354

Airlines Banking Technology Customer emotions 354

ShepHyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . Tyra Banks was still a supermodel after her “flamboyant moment.” So, it’s not that you are different. It’s what you’re willing to try that’s different.

Banking 374

Banking Contact Center Customer Service Customer Experience 374

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. Live engagement sets customers at ease. Attention to Detail. Analytics are more important than ever.

Call Center 376

Call Center Technology Banking Contact Center 376

Beyond Philosophy

OCTOBER 6, 2015

Banks lied to us, nearly crashing the world economy and causing the Great Recession. I had thought the banking crisis was the pinnacle of organizational stupidity but then last week we hear Volkswagen (VW) lost 30% of their value. Target and Snapchat: The Power of Customer Loyalty.

Banking 406

Banking Consulting Consulting Government 406

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The second examined the retail experience of 40,000 Customers.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

TechSee

APRIL 17, 2022

Your bank details are on file so you should see a deposit from us in the next 24 hours. ” The Modern Call Center Customer Journey. The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support.

Customer Experience 207

Customer Experience Self service Call Center Chatbots 207

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Having a convenient experience is critical, and it is complicated, too.

Customer Experience 186

Customer Experience Banking Transportation Entertainment 186

Beyond Philosophy

SEPTEMBER 3, 2020

A friend of mine who is very knowledgeable about Customer Experience said this to me, and I thought, “Bloody Hell! 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.

Banking 390

Banking Consulting Consulting Accountability 390

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. Employees become productive and happier, focusing on providing better customer experience. Shep Hyken.

Customer Experience 227

Customer Experience Telecommunications Technology Banking 227

Beyond Philosophy

MARCH 26, 2022

This episode focuses on how you can manage the current economic environment without destroying your Customer Experience. And what does that mean for your customer experience? Key Ideas to Improve Your Customer Experience. It might surprise you to learn that the Federal Reserve Bank (the Fed), the U.S.

Customer Experience 39

Customer Experience Consulting Consulting Banking 39

Eptica

APRIL 11, 2022

Date: Monday, April 11, 2022 Author: Pauline Ashenden - Demand Generation Manager How are banks meeting changing customer service needs? Author: Pauline Ashenden - Demand Generation Manager Delivering the right customer experience in financial services has never been more vital – or more difficult.

Banking 120

Banking Customer Service Marketing Customer Experience 120

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Customer Service 401

Customer Service B2C B2B Customer retention 401

LiveVox

OCTOBER 5, 2023

Financial services technology has become a beacon of innovation, revolutionizing how banks engage with their customers. In this article, we’ll explore how these tech-forward strides are reshaping the financial industry, leading to enhanced customer experiences and unprecedented growth.

Banking 94

Banking Technology Customer Experience 94

Beyond Philosophy

OCTOBER 10, 2016

When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.

Consulting 419

Consulting Consulting Banking Customer Experience 419

Genroe

JUNE 20, 2024

Discover effective bank customer retention strategies tailored to each stage of the customer life-cycle. Learn how to leverage customer feedback and personalization to keep your banking customers engaged, loyal, and satisfied.

Customer retention 96

Customer retention Banking Feedback Personalization 96

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. For example, you have an Emotional Bank Account with the people in your family.

Banking 363

Banking Construction Accountability Advertising 363

ShepHyken

APRIL 12, 2017

My wife and I were on the phone with our bank. Once the customer service representative came on the call, Cindy briefly described the problem. 41 minutes of our life gone due to long hold times and two customer service reps who were not properly trained or had not been empowered with the authority to get the job done.

Banking 263

Banking Accountability Customer Service Personalization 263