Beyond Philosophy

FEBRUARY 5, 2015

In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

ShepHyken

OCTOBER 1, 2019

They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. These focal points include hyper-personalization and fast, frictionless service. The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio. The Analytic Customer Experience.

Self service 52

Self service Contact Center contact center solutions Employee engagement 52

Beyond Philosophy

MARCH 10, 2015

Apologize in person. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.” Most people can forgive a person for making a mistake. She gives us all a great list that includes: Act quickly. Explain what happened.

Customer retention 355

Customer retention Employee engagement Consulting Consulting 355

Beyond Philosophy

JANUARY 28, 2015

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. I would argue you should never be this person whether it’s your first 90 days or not! Personally, I value people who challenge me in a positive way… this means not just saying “Yes!”

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

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

ShepHyken

APRIL 8, 2020

A few years ago, Patricia was delivering a keynote speech at a conference held at a luxury resort in Hawaii. After the conference, she was headed back to the airport in a private car and started a conversation with her driver. In addition to being a great speech coach, Patricia is also a dynamic keynote speaker.

Coaching 314

Coaching Feedback Customer effort Surveys 314

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

ShepHyken

OCTOBER 11, 2019

This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. When a roommate moved out of their shared apartment, Chesky and Gebbia were looking for a way to make rent using that spare room.

Technology 253

Technology Customer Experience Personalization Engineering 253

Beyond Philosophy

NOVEMBER 11, 2014

“ Duhigg goes on to say that understanding consumers’ shopping habits and personal habits for marketing is a priority despite the fact that most of us are hardly aware of those patterns ourselves. Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ”

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

NOVEMBER 18, 2014

Companies that have a Customer-centric culture do not require any one person to own the organization, it is as they say, part and parcel of the experience. Companies that are not there yet often have a Customer Experience executive on staff that coordinates the effort. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

ShepHyken

JULY 20, 2022

This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind. Early in her successful modeling career, someone advised her to try to fit in. It was a risk.

Banking 360

Banking Contact Center Customer Service Customer Experience 360

ShepHyken

JANUARY 24, 2018

If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more. Prior to the “departure meeting”, the director of event technologies is briefed on some of the highlights of the client’s conference, which are brought up during the discussion.

Feedback 259

Feedback Technology Personalization Customer Service 259

ShepHyken

JUNE 5, 2019

You can’t talk about it in a conference room with your colleagues. The only person who can really judge your success is the customer. We need to get inside the heads and hearts of our customers and step away from our company roles before we can truly understand what the customer is thinking about us. You must become the customer.

Sales 335

Sales Customer Experience Personalization Customer Service 335

ShepHyken

JULY 4, 2023

I was just at an industry conference focusing on AI (Artificial Intelligence). But rather than just reciting the information in front of them, they put their personality into the responses. Someone commented, “AI is going to make us stupid.” They communicate the information in a way their customers understand and can relate to.

Customer Service 331

Customer Service Customer Support Technology Personalization 331

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!

Contact Center 87

Contact Center Healthcare Call Center Technology 87

Beyond Philosophy

OCTOBER 28, 2014

Natural companies, in this case specifically, stand alone in that a person answers your call and works with you until your issue is resolved. The idea is that personal exchanges and connections are encouraged, whether it’s through the phone, an SMS exchange, Email or Chat. They might even encourage the use of Skype! Area 4: Mobile.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

ShepHyken

JUNE 19, 2019

I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Same goes for when I’m transferred to another person. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. Otherwise, we wouldn’t make you wait!”.

Customer Service 332

Customer Service Self service CRM Customer Support 332

Beyond Philosophy

MARCH 5, 2015

Personally I hate it when you hear, “This flight is delayed because the inbound aircraft was late.” Second, they are going to explain better “why” they were late (which was because they are updating their fleet with larger aircraft that take longer to load and unload). I know that! WHY was it late is always my thought….

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

ShepHyken

MAY 30, 2018

Why does a person want a fancy red sports car? It might be congruent with the customer’s lively personality. You may or may not know I’m hired to do keynote speeches at conferences around the world. What’s driving that desire? Is all they want transportation? There is more to it than that. Why do my clients want a speaker?

Transportation 243

Transportation Personalization Customer Experience Sales 243

Spearline

SEPTEMBER 30, 2021

In the world of conferencing, where multiple persons each bring some level of poor quality into a call, the collective experience can decline exponentially. The post The benefits of conference testing appeared first on Spearline. Typical network monitoring toolsets enable businesses to monitor performance on their internal network.

Telecommunications 98

Telecommunications Marketing Personalization Management 98

ShepHyken

MARCH 12, 2021

Every business needs to offer novel solutions to close high-value B2B deals with confidence, even if they haven’t seen the products in-person or aren’t visiting the seller’s place. With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage.

B2B 382

B2B Journey mapping B2C Telecommunications 382

Beyond Philosophy

APRIL 18, 2016

One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. I am pleased to be doing a keynote speech at the next Satmetrix Conference in New Orleans in May.

Consulting 281

Consulting Consulting B2B Customer Experience 281

Beyond Philosophy

JANUARY 12, 2015

There has been a great deal of this, on subjects ranging from metaphor elicitation to emotional and personalized weight processing. And, to parallel this, academics were actively studying the impact of emotions on various types of perception and decision-making.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

Beyond Philosophy

JUNE 4, 2020

Sutherland says that what used to kill video conferencing was that the least technological person determined the video conference’s quality. When I am speaking at conferences, I ask people to raise their hands if they think that business is going to get easier over the next ten years. Few hands go up.

Consulting 390

Consulting Consulting Advertising Analytics 390

Beyond Philosophy

SEPTEMBER 19, 2024

So, I am not a rude person; it was just a bad moment. Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. Hence, the error in the phenomenon’s name. Click here.

Government 307

Government Accountability Call Center Personalization 307

ShepHyken

APRIL 3, 2017

Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks.

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

Beyond Philosophy

MAY 30, 2016

Most people applied shocks marked “XXX” to the other person merely because the person telling them to was wearing a white lab coat, an icon of authority. Whether firm or soft, the intensity communicates clues about your personality—and these opinions tend to correlate with your grip. 2: Practice my handshake. . #2:

Consulting 283

Consulting Consulting Personalization Accountability 283

ShepHyken

JULY 8, 2019

If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event. This is a good resource to study before you hire the next person that will be on the front-line, representing your organization as a “customer experience professional.”.

Customer Service 301

Customer Service Customer centricity Customer Care Finance 301

ShepHyken

NOVEMBER 11, 2016

Marilyn: “I just became chair of the planning committee for our upcoming conference, and we’d love for you to be our keynote speaker. As great as we think we are at what we do, there is another person, or another company, who can probably perform the same function or service just as well as we can, for about the same price.

Entertainment 288

Entertainment Morale Sales Personalization 288

Beyond Philosophy

FEBRUARY 3, 2015

As Aagaard points out, which gym a person joins is often driven by where the gym is. One example that caught my attention was a 213% increase in conversion when the copy changed from “Get your membership” to “Find your gym & get membership.” So, the company added the words “Find your gym.” 4 September 2014. <

Consulting 304

Consulting Consulting Customer emotions Morale 304

Call Center Weekly

SEPTEMBER 17, 2018

I was recently at a business conference at a highly regarded venue. Upon the conclusion as everyone was walking out to their cars, I overheard several conversations focusing on two extreme irritations during the conference. the conference content was wonderful. The food was great. Access to the provided WiFi was impossible.

B2B 201

B2B Customer Experience Accountability Personalization 201

Beyond Philosophy

JUNE 13, 2024

Colin has spoken at hundreds of conferences, including some of the world’s largest brands. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. Remember, converting them from a bad to a good mood or capitalizing on a good mood again is good. Click here.

Customer Experience 293

Customer Experience Customer emotions Management Accountability 293

Beyond Philosophy

JANUARY 4, 2024

So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your personal and professional life require preparation and luck. One of the significant changes during COVID-19 was the lack of conferences. It happens to me all the time.

Customer centricity 243

Customer centricity Morale Finance Education 243

ShepHyken

MARCH 25, 2019

Retail Customer Experience) Here are three examples of what caring looks like up close and personal. My Comment: My fellow customer service expert and colleague, Chip Bell, shares several excellent examples about taking personalization to a higher level. My Comment: Last week I attended the Oracle ModernCX conference in Las Vegas.

Customer Service 281

Customer Service Surveys Customer Experience Customer Support 281

ShepHyken

MARCH 29, 2017

So, what does a social media marketing conference have to do with customer service? Regardless of the customer interacting with you in person, on your website or through social media channels, the experience should be one that brings the customer back, and more important, gets the customer to talk about you to their friends and colleagues.

Customer Care 260

Customer Care Marketing Accountability Customer Service 260

Callminer

JUNE 16, 2022

After two years, we were back in person at the end of May for our fourth LISTEN UK user conference! Read this blog to learn more about the 2022 LISTEN Award winners and their achievements.

Personalization 36

Personalization 36