ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. They won’t forget that.

Customer Experience 284

Customer Experience Consulting Consulting Customer Care 284

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Each of these frames will resonate with specific groups more than another.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

ShepHyken

DECEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: The short description of this article is to have authentic customer engagement, use generative AI (GenAI) to create a hyper-personalized experience, and break down silos.

Customer Service 200

Customer Service outsourcing Customer Support Chatbots 200

AWS Machine Learning

NOVEMBER 15, 2024

The Principal AI Enablement team, which was building the generative AI experience, consulted with governance and security teams to make sure security and data privacy standards were met. Joel lives in Des Moines, Iowa, with his wife and five children, and is also a group fitness instructor. 3778998-082024

Chatbots 115

Chatbots Engineering Enterprise Government 115

Beyond Philosophy

MAY 8, 2021

Key Ideas to Improve your Customer Experience. Author, consultant, and investor Nir Eyal, breaks down lying into a 2 x 2 framework. One axis shows two groupings: other people or yourself. From this, Eyal divides liars into four groups, which include: deceitful, delusional, duplicitous, and demoralized.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. . – Shep Hyken. Employee Feedback – Pure Gold!

Feedback 256

Feedback Customer Experience Abandon rate Surveys 256

Beyond Philosophy

FEBRUARY 29, 2020

This episode of The Intuitive Customer explores this idea in more detail. Find out which group you belong to and why. The post Are Customer Complaints Profitable? appeared first on Customer Experience Consulting. We discuss businesses that might benefit from this strategy, and which ones would not.

Consulting 382

Consulting Consulting Customer Experience Customer Service 382

CCNG

APRIL 23, 2025

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs.

Management 195

Management Construction Customer retention Healthcare 195

Beyond Philosophy

OCTOBER 22, 2015

This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Over 50% of any Customer Experience behavior is driven by emotions. In business, there are times in a Customer Experience when things don’t go well, and it is not your fault. Let me explain.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

CCNG

NOVEMBER 20, 2024

Each month my department would print a large report (several hundred pages) and shrink wrap it and deliver it to the executives in the group. David Reed is a CCNG member and Customer Service and Process Training Expert. Customer Service has always been David’s passion.

CCNG 195

CCNG Consulting Consulting Customer Service 195

CCNG

OCTOBER 16, 2024

This could be something such as the amount floor space needed for assembly of a product, or the number of tables and dishes required to serve a meal to a large group. David Reed is a CCNG member and Customer Service and Process Training Expert. Customer Service has always been David’s passion. Other resources required.

CCNG 195

CCNG Construction Consulting Consulting 195

Beyond Philosophy

JULY 4, 2020

However, what you probably didn’t know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand them. This doesn’t matter for this segmentation as we are talking about how Customers Behave.

Government 386

Government Consulting Consulting Customer Experience 386

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. The second group either doesn’t believe in the value of CX or is undecided. The problem is the second group can be hard to discern from the first. It’s political.

Consulting 383

Consulting Consulting Customer Experience Sales 383

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. The first group? Not so much.

Management 472

Management Entertainment Consulting Consulting 472

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 387

Customer Service Chatbots B2C Consulting 387

Beyond Philosophy

APRIL 16, 2022

Often organizations choose broad categories to the segments, like how much business they represent to the organization or what type of widget they buy, to group like customers together. Segmenting your customers for targeting purposes is essential. Key Ideas to Improve your Customer Experience. How can we help?

Construction 66

Construction Consulting Consulting Surveys 66

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

FEBRUARY 27, 2020

When you make those offers, they need to be different for different groups of people. Therefore understanding your customers and grouping them by their behavior is essential to your success. . The post Getting Over the “I Want It Now” Mindset appeared first on Customer Experience Consulting.

Consulting 468

Consulting Consulting Education Sales 468

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The Experience Economy: Competing for Customer Time, Attention, and Money.

Consulting 370

Consulting Consulting Education Entertainment 370

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Where does the customer get put on your agenda? Where you discuss customers on the agenda reflects whether the organization prioritizes them.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

APRIL 4, 2016

As part of this research, during a demonstration at a company, they divided the team into groups of four. The first group had the four most powerful people in it; the second group had the next four most powerful people, and so on. In truth people couldn’t care less about the Customer. This rang true for me.

Consulting 284

Consulting Consulting Customer Experience Marketing 284

Beyond Philosophy

AUGUST 27, 2020

A group of Dutch researchers tested this idea of giving the brain some time to manage complex choices regarding decision-making. For one group, the research team asked the participants to write down the reasons they liked or didn’t like each of the posters, and then the participants could pick their favorite poster and take it home.

Consulting 418

Consulting Consulting Customer Experience Management 418

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. Ok, let’s create hundreds of different emails for that purpose, one to suit every type of customer we have.

Advertising 384

Advertising Consulting Consulting Government 384

Beyond Philosophy

OCTOBER 1, 2020

He had them choose ahead of time what the students wanted as a snack from a list of options for one group. In another group, the students chose the snack each week. For both groups, everybody made three snack choices over three weeks and consumed them one per week. appeared first on CX Consulting.

Journey mapping 447

Journey mapping Consulting Consulting Customer Experience 447

Beyond Philosophy

NOVEMBER 22, 2019

Tribes are not only good for your brand, but they are excellent for building Customer Loyalty. . Tribes are groups of people that are similar or connected in some way. . Sometimes tribes are based on the nationality, race, or ethnicity of a group of people, which is what I mean by a “formal” tribe. What is a Tribe?

Banking 64

Banking Consulting Consulting Accountability 64

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. So, today, we will look at the 5 Rules for building a successful Customer Experience team. .

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

JANUARY 20, 2020

I used to be part of a volunteer group called Roundtable, it’s like Rotary Club in the US. In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. It doesn’t work, and it leaves customers feeling dissatisfied. . Consider volunteering.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

APRIL 9, 2021

We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. We were a tight-knit group. Among other things, Dunbar studied how people and animals processed group sizes. Then, categorize the other relationships and assess the time you invest in those groups.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Consulting 406

Consulting Consulting Marketing Personalization 406

Beyond Philosophy

OCTOBER 8, 2020

I’ve never been involved in a Customer Experience improvement program that has not ended up saving costs. When you are providing a poor experience, there are two forms of expenses. First, there is usually a lot of operational overlap that causes poor experience and increases your costs. Rule #3: Strive for balance.

Consulting 434

Consulting Consulting Call Center Advertising 434

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic.

Customer Experience 200

Customer Experience Consulting Consulting Technology 200

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. Patterson and her team spoke with the customer service teams, customers, and sales teams.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Underestimate the importance of these expectations at your peril as they have a significant influence on the success of your Customer Experience.

Consulting 392

Consulting Consulting Sales Customer Experience 392

ShepHyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further. Here’s why customer experience is of great value in your marketing strategies. .

Marketing 200

Marketing Customer Experience Customer centricity Advertising 200