ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. GenAI is transforming the customer experience.

Customer Service 200

Customer Service outsourcing Customer Support Chatbots 200

ShepHyken

OCTOBER 27, 2024

Topics include automation, personalization, 24/7 support, and more. There are best practices and guidelines from leading business consulting organizations like McKinsey and Accenture. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 208

Customer Service B2B Chatbots Education 208

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D., Are they learning?

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

Beyond Philosophy

DECEMBER 29, 2023

Sometimes what we learned was personal, but it has implications for the business world. ’ As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’ The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years.

Consulting 221

Consulting Consulting Customer centricity Education 221

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

Steve DiGioia

DECEMBER 5, 2016

I also think that companies should require leaders to spend time answering calls and dealing personally with customer issues. Dennis worked with the Walt Disney World Company for twenty years and now consults with organizations around the world, helping them achieve their customer service goals. Grant Cardone. Dennis Snow.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Beyond Philosophy

OCTOBER 5, 2023

There was intense pressure to tip this person, but they hadn’t done anything. In the early days of Beyond Philosophy, our consultancy agreement used to break down every single element of our service with a corresponding price. It led to some tricky conversations about us defending our consultancy fees. Click here !

Airlines 379

Airlines Consulting Consulting Education 379

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D., Are they learning?

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

ShepHyken

JUNE 2, 2024

So, we asked our consultants panel for their best advice on how to firmly (but politely) handle these conversations for the best possible outcome. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 216

Customer Service Chatbots Metrics Consulting 216

ShepHyken

JANUARY 12, 2018

So, here is my top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer that we often use in client workshops: Following a script. When I hear a script, I wonder if the person can help me. No personalized engagement. Hard to do with no personalized engagement.

Customer Service 254

Customer Service Scripts Customer Experience Personalization 254

ShepHyken

SEPTEMBER 24, 2023

Of course, there’s no way to know for sure how another person feels, but everything — from providing customer service to helping members find what they’re looking for — seems to come easier to Costco employees. But honoring is bottom line about how a person is treated. It takes cross-functional collaboration.

Customer Service 193

Customer Service Morale Surveys Consulting 193

ShepHyken

AUGUST 12, 2016

It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. As customer service consultant John DiJulius often says, “The answer is YES; now what’s the question?”. Shep Hyken. Few customer service interactions are exactly the same.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

ShepHyken

FEBRUARY 10, 2017

I sat next to a person of African descent who, from a young age, had been living in Sweden. But, within the space of just a few seconds, her demeanor towards Robert, the person sitting next to me, was different. Gone was the friendly person that I had experienced just a few seconds ago. The plane was full. His name was Robert.

Education 185

Education Consulting Consulting Personalization 185

Call Center Weekly

JANUARY 10, 2018

They want to see if they will really understand HOW the product will solve their specific, personalized challenges. Jeannie Walters is a customer experience and patient experience speaker, a writer, and a consultant with more than 15 years experience in assisting all types of companies, including Fortune 500.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136

ShepHyken

DECEMBER 16, 2024

Loyalty Programs Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. What does that mean? What does that mean?

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

ShepHyken

NOVEMBER 27, 2023

When the person taking your order in a drive-through window at a fast food restaurant is upset when they don’t get tipped, we have an issue (which is addressed in the article). Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 189

Customer Service Morale Customer retention Marketing 189

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. And I really felt like they wanted to add a personal touch. And here’s why she is awesome. In what way?

Personalization 98

Personalization Coaching Education Marketing 98

Interaction Metrics

AUGUST 14, 2024

If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm. A customer service consulting firm can transform your company into one where customer service creates loyal customers who will help grow your company through their loyalty and positive word-of-mouth marketing.

Consulting 62

Consulting Consulting Customer Service Surveys 62

360Connext

FEBRUARY 9, 2018

Apparently the last person did not read the sign. Through a holistic train-the-trainer approach, our CXI® Customer Journey Mapping workshops are designed to help leaders make journey mapping simple so they can pass the necessary skills and mindset on down to everyone in their teams. Learn more about Customer Journey Mapping Workshops.

Journey mapping 105

Journey mapping Consulting Consulting Marketing 105

ShepHyken

NOVEMBER 19, 2023

Manage Expectations, But, Where It Matters… by JC Quintana (Relationship-Focused) Expectation-setting forms the groundwork for communication and interaction in every aspect of personal and business relationships. My Comment: Our friends at Callcentre Helper periodically interview me for an article. Connect with Shep on LinkedIn.

Morale 166

Morale Customer Service Chatbots Feedback 166

Beyond Philosophy

DECEMBER 19, 2020

We also have anxiety from our personal lives. From the beginning, Dr. Mohan takes a consultative approach to stress management. It doesn’t matter whether the success was in your personal life or professional life, but writing it down is imperative. appeared first on CX Consulting. Subscribe today right here.

Consulting 248

Consulting Consulting Management Coaching 248

Beyond Philosophy

JUNE 1, 2023

I deal with this problem often in my consultative role. Let me explain using a personal (if embarrassing) example. When you do, you have the opportunity to provide a personalized experience. Colin has conducted numerous educational workshops to inspire and motivate your team. Then, I need to change that context.

Accountability 195

Accountability Call Center Education Consulting 195

Kristina Evey

APRIL 28, 2015

We’ve all heard, and made, statements like this about something in either our personal or professional lives. That fabulous looking person in the gym (I’m not talking about the steroid pumpers)… They watch everything they eat. Develop a culture focused on the most important person in your company – the CUSTOMER.

Customer Service 113

Customer Service Coaching Consulting Consulting 113

Taylor Reach Group

MARCH 20, 2020

Too often we overlook mental health issues as personal issues that are not the concern or responsibility of the employers or the organization. Of course, there is a personal cost to every person or employee impacted by the mental health issues of their co-workers, families and friends, yet this topic is seldom discussed.

Contact Center 105

Contact Center Consulting Consulting Coaching 105

Callminer

APRIL 21, 2020

Customer service is about finding a balance between efficiency and personalization…”. One of the best call center leadership activities that helps address efficient and personalized support is to run a report on the most frequently asked questions to make sure your team is up to speed. And this goes both ways. Joe Bailey. LawnStarter.

Call Center 182

Call Center Management Scripts Coaching 182

C Space

OCTOBER 5, 2021

C Space’s customized customer programs are tailored based on specific business needs and include private online communities, in-person live events, visual storytelling, co-creation workshops, and business consulting. Headquartered in Boston, C Space also has offices in London, New York, Tokyo, San Francisco, and Mexico City.

Technology 98

Technology Engineering Consulting Consulting 98

Bill Quiseng

JANUARY 10, 2016

This week’s guest post is from leadership consultant and keynote speaker Bill Hogg. Each and every person in your organization has the opportunity to create a positive impression on your customers — to impact their experience and potentially convert them from a lukewarm satisfied customer to a red-hot loyal customer.

Consulting 97

Consulting Consulting Scripts Employee engagement 97

CX Journey

MARCH 21, 2018

Personnel Obviously, this important work cannot all be done by one person. Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work. Consultants, but just keep associated costs in mind under this header.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

HGS

MAY 27, 2015

Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. Outsourcers equipped to support such customized and premium services will stand to benefit from this. Here are a few of the underlying trends that we are seeing.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

C Space

JANUARY 20, 2021

C Space’s customized customer programs are tailored based on specific business needs and include private online communities, in-person live events, visual storytelling, co-creation workshops, and business consulting. C Space is a part of the Interbrand Group.

Advertising 97

Advertising Consulting Consulting Marketing 97

ijgolding

OCTOBER 6, 2014

This week will see me delivering two workshops for two different companies and I need plenty of supplies! I need my mind fully focussed on the major task for this particular Monday morning – the delivery of a ‘current state customer journey mapping workshop’ for a relatively new client. It is so easy to do!

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

COPC

MARCH 24, 2020

a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services. s portfolio of training, consulting and certification services has been transformed for virtual delivery.

Consulting 40

Consulting Consulting Best practices Call Center 40

ConvergeOne

FEBRUARY 22, 2022

In my last blog post , I advocated for beginning your customer experience modernization journey by consulting with IT. Good self-service provides the answers to all the questions the person is looking for. The most excellent self-service does this in an expedient, thoughtful, and personalized manner.

Self service 84

Self service Customer Experience Interactive Voice Response CRM 84

CSM Magazine

NOVEMBER 30, 2016

The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications. Much of this change is being driven by the pervasiveness of technology, especially social media. 24/7/365 mentality. Robert (Bob) W.

Customer Service 84

Customer Service Multichannel Scripts Consulting 84

360Connext

AUGUST 9, 2017

It means planning not only the work of one person, but how different leaders and departments will work together to achieve those big goals around customer experience. Hold a workshop! The process of mapping and those workshops should result in participants internalizing how they fit in the overall experience and how mapping can help.

Journey mapping 92

Journey mapping Airlines Customer Experience Technology 92

NobelBiz

MAY 9, 2023

We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler. This feature allows agents to familiarize themselves with the client’s history and specific needs, allowing for more personalized and effective interaction.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Comm100

JANUARY 19, 2017

Strategic management consulting company, McKinsey, reported that 70% of buying experiences are based on how the customer feels they are being treated. She even gave Catherine her personal contact information so that she could reach her directly in the future. We do our best to always deliver our workshops as scheduled.

Customer Service 89

Customer Service Accountability Management Banking 89