ShepHyken

MARCH 3, 2025

Each week, I read many customer service and customer experience articles from various resources. What Causes Customer Rage Today? My Comment: Customers appreciate and like doing business with companies and brands that give back. Here are my top five picks from last week. We talk about whats next for CX and more.

Customer Service 198

Customer Service Customer advocacy Healthcare Consulting 198

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. 5 Reasons Your Current KPIs Are Hurting Your Customer Experience. It’s a simple concept, really. Some do both.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. Shep Hyken.

Customer Experience 299

Customer Experience Personalization Marketing Analytics 299

Beyond Philosophy

JANUARY 12, 2015

In other words, emotions are driving these importance and performance ratings; and their impact on customer experience perception needs to be understood. Kahneman’s book, Thinking Fast and Slow , has been especially important for researchers as they endeavor to understand how human behavior impacts customer decision-making.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

ShepHyken

OCTOBER 11, 2019

In fact, you probably spend time trying to inspire people (yourself and team members) to serve and create loyalty-building experiences for other people (customers). This type of effort likely has placed you on a challenging yet rewarding journey toward customer experience excellence. Michelli, Ph.D.

Technology 253

Technology Customer Experience Personalization Engineering 253

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. Finally, employees must be given the right tools they need to take care of customers. My Comment: The Medallia Experience 2025 conference was just in Las Vegas last week. But Theres a Catch.

Customer Service 174

Customer Service Feedback Surveys Customer Experience 174

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

ShepHyken

MARCH 29, 2019

Customer experience comes first. It is something the buyer looks back at to understand if the whole relationship, or customer experience, was worth it. Customers choose retailers with optimal prices. As a result, you entice more customers, and the first stage of ensuring a rewarding customer journey is complete.

Customer Experience 274

Customer Experience Accountability CRM Enterprise 274

Callminer

SEPTEMBER 1, 2020

With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

Beyond Philosophy

JUNE 13, 2024

Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., Unfortunately, many customer experience managers focus only one thing at a time, ignoring all the rest. First, there is the Affect Heuristic.

Customer Experience 293

Customer Experience Customer emotions Management Accountability 293

Beyond Philosophy

MAY 15, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

Beyond Philosophy

NOVEMBER 24, 2014

For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience. Most organizations know what their Customer rational expectations are.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

MAY 8, 2021

We also explain what happens to your relationships with customers when you lie to them. Key Ideas to Improve your Customer Experience. Colin explains that most people lie in Customer Experiences to get the sale or to avoid upsetting the customer. Customer Experience Information & Resources.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

Beyond Philosophy

FEBRUARY 2, 2015

Of course, you’d better make sure that the Customer Experience they have when they get there is as advertised. As I have written before, disappointed is never an emotion that leads to a good Customer Experience. From there, you can build the brand to attract them to your business. www.spring.org.uk.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused. What emotions are we trying to evoke?

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

MARCH 12, 2015

In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind. Please click here to learn more.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

APRIL 24, 2021

He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience. We created a fictional restaurant called Hamilton’s Fine Dining, which, you can imagine, had no budget at all for Customer Experience Design.

Customer Experience 221

Customer Experience Consulting Consulting Enterprise 221

ShepHyken

APRIL 20, 2018

This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews. Customer experience (CX) is being talked about and thrown around in so many boardroom conversations. Online Reviews and Customer Service.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

Beyond Philosophy

NOVEMBER 8, 2018

I was a keynote speaker there for a Customer Experience conference. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference. He said Customer Experience challenges are new to most organizations there.

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. One way or the other, there is no doubt that Customer Experience is a top-of-mind topic for many companies around the world.

Customer Experience 88

Customer Experience Contact Center Customer Service 88

Beyond Philosophy

JANUARY 28, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

OCTOBER 23, 2021

Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there. Not long after that, Joe Pine co-authored a book called The Experience Economy , that changed the way at looked at the future of business.

Customer Experience 195

Customer Experience Consulting Consulting Customer emotions 195

Beyond Philosophy

MARCH 19, 2015

‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

MARCH 10, 2015

Honesty is the best policy, and the only policy that gives you a chance for Customer retention. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. What do you do when you make a mistake? Please click here to learn more.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Beyond Philosophy

NOVEMBER 19, 2014

It is essential that you connect your Customer Experience to these ads, and sustain this emotional experience for Customers. Sainsbury’s Christmas ad is an excellent example of using emotions to create a connection and brand promise with Customers, an essential first step to an excellent Customer Experience.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

ShepHyken

SEPTEMBER 19, 2023

When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. One of the more enjoyable activities in my life is playing hockey.

Customer Service 359

Customer Service Coaching Customer Experience Management 359

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. Click here.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Beyond Philosophy

JANUARY 23, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. If you enjoyed this post, you might be interested in the following blogs: Four Ways to Get Customers to Do What You Want.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

Beyond Philosophy

MARCH 5, 2015

The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Should 4% of Customers Dictate Strategy? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. View our books on Customer Experience here.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

CX Global Media

FEBRUARY 26, 2019

The Contact Center Virtual Summit is a 3-week contact center event and the world’s largest virtual contact center conference. CALL FOR SPEAKERS – The world’s largest virtual contact center conference. I look forward to partnering with you to deliver a positive impact to the world. Please Share. – Click to Tweet.

Contact Center 56

Contact Center Coaching Employee engagement Call Center 56

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 195

Customer Experience Self service Feedback Management 195

ShepHyken

JUNE 22, 2018

This week we feature an article by Oisin Lunny who writes about a key to providing top-notch customer experiences, Rich Communication Services (RCS). – Shep Hyken. This reputation stems from the fact that most customer interactions are still driven by business convenience, not what makes things better for the customer.

Customer Experience 39

Customer Experience B2C Airlines Technology 39

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. .

Banking 360

Banking Contact Center Customer Service Customer Experience 360