ShepHyken

AUGUST 9, 2019

Let me share a few tips from my personal experiences of how you can achieve this with absolute ease. The post Guest Blog: Converting Customers To Die Hard Fans appeared first on Shep Hyken. That’s how they have me hooked! Start by thinking about how you can WOW your customers with things that they have never expected from you.

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Feedback Sales Accountability Personalization 307

ShepHyken

SEPTEMBER 27, 2019

Step 4: Awe – Keep Your Promise and Personalize It. Following through on the promises you’ve made them is where the real work comes in. ) So, adding a little extra personalized sparkle to your delivery will go a long way. Personalization is how you will truly awe them. Personalization is how you will truly awe them.

Customer Experience 304

Customer Experience Personalization Customer Service Marketing 304

Beyond Philosophy

APRIL 18, 2024

Listen to the podcast: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

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Personalization Advertising Technology Marketing 195

Steve DiGioia

MAY 23, 2022

All “In-Person” Service is Local. All in-person service is local. The post 10 Smart Ways to Cater to Your Local Customers appeared first on Steve DiGioia Customer Service Blog. Can you still provide the same level of service as others? I say yes, and you can even surpass them. Give them a try!

Personalization 361

Personalization Marketing Customer Service 361

Beyond Philosophy

MAY 14, 2020

His blog, Influence People , has readers all over the world and offers years of insight into the art of persuasion. So, Ahearn says that persuasion is about changing behavior to something the person probably would not do in the absence of your ask. You want them to go in and clean their room. Cialdini’s Six Principles of Influence .

Consulting 419

Consulting Consulting Personalization Accountability 419

Beyond Philosophy

SEPTEMBER 4, 2017

Except that this is Walmart, a place where personal interactions fail so miserably that anything that gets you out of the store is bound to be an improvement! As a customer experience consultant, I wish Walmart was putting more effort into improving its in-person experience. Technology simply can’t replace the human touch.

Consulting 396

Consulting Consulting Technology Customer Experience 396

Steve DiGioia

JULY 5, 2021

They deal with anxiety and health issues that weigh heavily, financial and personal matters that keep them up at night, and a host of other problems that make their day more stressful than needed. The post These 10 Phrases Will Make Someone’s Day Better appeared first on Steve DiGioia Customer Service Blog.

Personalization 325

Personalization Customer Service 325

Steve DiGioia

MAY 17, 2021

A pproach customers with a personalized warm welcome. To top it all off, people used to tell 10 people about a bad experience, but now they can post a blog or a video on YouTube and tell thousands of (or more) people. On my blog, I’ve written about the H.E.A.R.T. We’ve all been there; sometimes a person just needs to vent.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Beyond Philosophy

OCTOBER 11, 2018

The Door in the Face Technique supposes that when a person refuses a large request, they will be more likely to agree to a small request. It is based on the idea that no one wants to be the person who always says no. One time we told a client their call center should work to form a personal bond with their customers.

Sales 344

Sales Call Center Marketing Personalization 344

Beyond Philosophy

DECEMBER 11, 2017

Are you the kind of person who hums along to “Jingle Bell Rock” in the supermarket? If you liked this blog, you might also enjoy these: Music: A Marketing Tool. Does it make you want to fill your cart with cookies and egg nog? When you hear “Winter Wonderland” at the mall, do you think of sleigh rides and warm nights by the fire?

Consulting 378

Consulting Consulting Sales Customer Experience 378

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

Transportation 448

Transportation Surveys Consulting Consulting 448

Steve DiGioia

JULY 30, 2020

Well, according to Merriam-Websters dictionary, it’s “something that annoys or bothers a person very much” Are your pet peeves putting your job in danger? Here’s a few past blog articles where I write about about 5 of my biggest work/business-related pet peeves. First off, what’s a “pet peeve”?

Personalization 282

Personalization 282

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? So, for instance, if you see somebody cut somebody else off in traffic, you might conclude that the person is a bad driver. You might even think that “lousy driver” is a core characteristic of them as a person. .

Consulting 448

Consulting Consulting Call Center Personalization 448

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs. We employ the phone for personal contact with friends and family. We Love Our Phones.

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Transportation Surveys Consulting Consulting 870

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. 4: Replacement. Heuristics are shortcuts in thinking.

Management 361

Management Consulting Consulting Accountability 361

Steve DiGioia

APRIL 28, 2022

Stereotype: a widely held but fixed and oversimplified image or idea of a particular type of person or thing. Tip #39 appeared first on Steve DiGioia Customer Service Blog. – Tip #39 appeared first on Steve DiGioia Customer Service Blog. What do they expect when doing business with you? Are the expectations good or bad?

Sales 230

Sales Personalization Customer Service 230

Beyond Philosophy

JANUARY 20, 2020

The idea behind long-form advertising is if the person is willing to engage with a long-form ad, then it is evidence that they are into it, which leads to more investment. . If you enjoyed this post, you might be interested in the following blogs and podcasts: How Do Customers Decide If Their Experience is Good or Bad?

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

NOVEMBER 29, 2018

They include: Connect with shoppers: In-person is different than online for obvious reasons. You know that personal connections between people happen with emotions. Brands that navigate the expectations of customers will create the emotional engagement that fosters customer loyalty and retention, whether it’s in-person or online.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

Steve DiGioia

AUGUST 16, 2021

Become a “person” to them, not just a boss. The post 10 Actions to Bring Your Team Into Your Confidence Zone appeared first on Steve DiGioia Customer Service Blog. So, here’s the plan. 10 Actions to Bring Your Team Into Your Confidence Zone. Let your employees know your “work fears”, shortcomings, and concerns. 18 Best Reasons.

Construction 245

Construction Personalization Management Customer Service 245

Beyond Philosophy

MAY 7, 2021

I wrote a blog a while ago about things in restaurant experiences that bug me. If you can’t hear the person across the table because of ambient noise or loud music, then people might not come back. (Or, ” dialog. Remember things about returning customers. Also, acoustics are critical, especially in a restaurant.

Customer Experience 444

Customer Experience Wait times Consulting Consulting 444

Beyond Philosophy

JUNE 17, 2019

In some restaurants, the person who brings out the food is not even the same person who took the order! If you enjoyed this blog, you might also like these: 8 Key Stats to Prove Customer Experience Delivers ROI. A server who interrupts may be socially tone-deaf. To listen in , please click here.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

CX Accelerator

NOVEMBER 11, 2022

While not required, the person in this role is often an extroverted visionary. Empathy and sensitivity are the traits you would look for in a person managing an EX program. The first person we would hire would be the Head of CX. So the second person we would hire would be a Customer Insights Manager.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

CX Accelerator

MAY 25, 2022

This may be self-service, in-person, phone, email, chat, social media or text message. In 2012, she co-founded the blog, CustomerServiceLife.com. Back to CX Accelerator Blog When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.

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Customer Support Wait times Self service Best practices 316

Beyond Philosophy

DECEMBER 6, 2018

James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. What causes people to move is when it gets personal, emotional, and when you feel personally wronged by an organization. It isn’t surprising, really.

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Customer Experience Benchmark Customer retention Personalization 410

ShepHyken

JANUARY 7, 2025

Top Five Shepard Letter Blogs My weekly blog is available on the website and is also emailed to subscribers. If you are more of a visual person, check out my videos on ShepTV. Each week, I release a video based on one of my blogs. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes.

Customer Service 208

Customer Service Customer Experience Personalization 208

Beyond Philosophy

JUNE 15, 2018

How else is a person going to pay for an airline ticket in 2018? If you enjoyed this post, you might be interested in the following blogs and podcasts: How We Make Decisions—Prospect Theory. Despite my low opinion of this airline, I still interact with them from time to time. I wasn’t keen on booking that flight. Money order?

Airlines 360

Airlines Accountability Consulting Consulting 360

Myra Golden Media

MAY 21, 2020

Why: Recognizing the customer’s concern helps you preempt escalation and move the person from the emotional right-brain to a focus on resolving the issue. If you need help with preempting escalations and de-escalating intense interactions, visit my blog, where I have dozens of tips for creating positive conversations with customers.

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Personalization Management Customer Service Customer Experience 316

Steve DiGioia

APRIL 4, 2022

The post When the Sh*t Hit the Fan, I Always Knew What To Do appeared first on Steve DiGioia Customer Service Blog. The post When the Sh*t Hit the Fan, I Always Knew What To Do appeared first on Steve DiGioia Customer Service Blog. RELATED POST: 33 Ways the Boy Scouts Can Improve Your Customer Service.

Customer Service 55

Customer Service Personalization Management 55

Beyond Philosophy

JUNE 6, 2019

Facial recognition identifies you, the person. Facial expression analysis identifies how you, the person, feel, not who you are. If you enjoyed this post, you might be interested in the following blogs and podcasts: THE MASSIVE IMPORTANCE OF MEMORY IN A CUSTOMER’S EXPERIENCE (Podcast). To listen in , please click here.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

JANUARY 8, 2021

Usually, when people talk about that, it’s in the third person, meaning that someone will impose the new normal upon us. I would encourage us to put that in the first person. As I mentioned before, your customers have changed through their personal experiences. We hear the phrase ‘the new normal’ a lot.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

Beyond Philosophy

JUNE 22, 2023

The book introduces the idea of personal policies, which are rules we set for ourselves to guide our decisions. Rules, not decisions : These personal policies are based on our values and priorities and guide our operations. For example, when it is easy to do and benefits the other person a ton, you should do these things.

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Personalization Marketing Consulting Consulting 358

CX Accelerator

JUNE 8, 2020

The response was so good that it begged to be a blog post. In his response, ,, Zeisler says, “Walking in the customer’s shoes is the greatest way to experience what your customers are experiencing themselves and the greatest way to personally experience what the gap is between what you want that experience to be and what it actually is.”.

Surveys 345

Surveys Contact Center Consulting Consulting 345

Beyond Philosophy

AUGUST 25, 2019

Now, imagine your surprise that the person who wants to buy it is your brother. However, the last person I sold a car to had a very different feel. If you enjoyed this post, you might be interested in the following blogs and podcasts: DO YOU USE THE RIGHT MEASURES FOR YOUR CX? Imagine you are selling a used car.

Morale 358

Morale B2B Consulting Consulting 358

Steve DiGioia

APRIL 5, 2021

If you follow my blog, like me, you have a passion for customer service and enjoy finding new and exciting ways to WOW your customer. We have personal and professional standards that shouldn’t be compromised. It happened to me and I bet it happened to you too (Come on, be honest. You know it did…). It’s time for a change, agreed?

Customer Service 246

Customer Service Personalization 246

Beyond Philosophy

JUNE 15, 2023

Nevertheless, we treat them as if they’re an entity, almost human-like, and we form something close to a personal connection with them. Develop a brand personality that aligns with your target customer’s emotions, values, and beliefs. Brands have personalities. However, this part isn’t relevant to customers.

Banking 363

Banking Construction Accountability Advertising 363

Beyond Philosophy

FEBRUARY 6, 2019

Once you submit, we compare your answers against what we know about the market and send you a free personalized report about where your organization is today. If you enjoyed this post, you might be interested in the following blogs and podcasts: IGNORING CUSTOMERS’ RISK AVERSION IS RISKY BUSINESS. To listen in , please click here.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Steve DiGioia

MAY 5, 2022

We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambiance. No trends, no fads, and no high tech – just the basic personalization one would give to someone special in their life. – Tip #40 appeared first on Steve DiGioia Customer Service Blog.

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