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. Connect with Shep on LinkedIn.

Customer Service 191

Customer Service outsourcing Customer Support Chatbots 191

ShepHyken

OCTOBER 27, 2024

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. Connect with Shep on LinkedIn.

Customer Service 198

Customer Service B2B Chatbots Education 198

CCNG

DECEMBER 18, 2024

Train yourself to ignore the critics! David Reed is a CCNG member and Customer Service and Process Training Expert. He began Customer Centered Consulting Group over 20 years ago to help organizations of all types improve their effectiveness. Remain positive: Picture a duck swimming on a pond. Be a difference maker!

CCNG 195

CCNG Consulting Consulting Customer Service 195

Beyond Philosophy

DECEMBER 19, 2017

It is the essential concept we tout at our global Customer Experience consultancy. My first work as a customer experience consultant was there. In my experience British companies like to do things by themselves rather that invest in bringing in consultants like ours. I founded Beyond Philosophy in the UK back in 2002.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

JANUARY 2, 2019

They are not the right people to do the job in the first place, they have not had the proper training, or they have no authority and cannot enforce the new way of working. As a global Customer Experience consultant since 1998, before Customer Experience was a glint in its father’s eye, here’s what I say you need to do.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

CSM Magazine

NOVEMBER 7, 2024

However, cross-department training fills these gaps by connecting support staff with vital knowledge from sales, product, and marketing teams that are better equipped with that requisite knowledge. Service representatives learn to blend immediate problem-solving with relationship development through structured cross-training.

Customer Service 52

Customer Service Finance Sales Marketing 52

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. Customer Service excellence is an integral part of how people remember things, but too few organizations take the time to train their customer-facing employees to deliver it. Escalating Commitment into a Sale.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

JUNE 4, 2020

A classic example would be the train service. Eurostar, an international high-speed train line in Europe, wanted to get people to go to Paris who wouldn’t otherwise go. Speed isn’t the answer; you can’t make a train faster than an airplane. Instead, it would help if you made train journeys more productive or enjoyable.

Consulting 390

Consulting Consulting Advertising Analytics 390

Beyond Philosophy

DECEMBER 20, 2019

From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . We can train them to pay attention to all the signals they send us, like the tone of voice, cadence, and body language to identify how that person is feeling.

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

Beyond Philosophy

AUGUST 16, 2018

In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response! When I left British Telecom to start my global Customer Experience consultancy, I remembered my dissatisfaction with the all-theory-no-practicality approach to business.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

Beyond Philosophy

FEBRUARY 13, 2021

20:16 We describe the different ways you can disrupt the trigger for habitual behavior so you can re-train customers to do what you want them to do. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more.

Government 448

Government Consulting Consulting Customer Experience 448

CCNG

NOVEMBER 20, 2024

David Reed is a CCNG member and Customer Service and Process Training Expert. He began Customer Centered Consulting Group over 20 years ago to help organizations of all types improve their effectiveness. Companies who go out of business dig in and refuse to consider changes to how they work.

CCNG 195

CCNG Consulting Consulting Customer Service 195

Beyond Philosophy

DECEMBER 6, 2019

In our Global Customer Experience Consultancy, we were doing some work with an airline. It reminds me of a utility company for whom we conducted an introductory training on Customer Experience. She was very engaged in the training. How do people talk about customers at the organization? They called them self-loading freight.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

CCNG

OCTOBER 16, 2024

David Reed is a CCNG member and Customer Service and Process Training Expert. He began Customer Centered Consulting Group over 20 years ago to help organizations of all types improve their effectiveness. Customer Service has always been David’s passion.

CCNG 195

CCNG Construction Consulting Consulting 195

Beyond Philosophy

JULY 16, 2020

Part of a deliberate strategy is training your team in the soft skills needed to enhance customers’ memories. Our Memory Maker Training teaches people how minds work and what the employees can do to help customers remember the best things about doing business with you. Follow Colin Shaw on Twitter @ColinShaw_CX.

Feedback 486

Feedback Consulting Consulting Government 486

Beyond Philosophy

DECEMBER 11, 2020

Train your people on how to evoke emotions. Rule #5: Train your people on how to evoke emotions. However, that leaves the majority needing some training. Our Memory Maker Training addresses these skills. The post The 5 Rules of Measuring and Managing Customer Emotions appeared first on CX Consulting.

Customer emotions 435

Customer emotions Journey mapping Management Customer advocacy 435

Beyond Philosophy

JANUARY 23, 2020

presenting it in terms that show what’s in it for them) and soft-skills training for the team. . Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. This effort might require some sales skills to leadership(i.e.,

Consulting 444

Consulting Consulting Customer Experience Metrics 444

Beyond Philosophy

MAY 14, 2020

However, when people learn that Ahearn is one of 20 personally trained experts from Robert Cialdini himself, they sit up straighter and pay more attention. Nothing Ahearn shares has changed, but the fact that he has that authority based on his association with Cialdini and the extensive training makes people listen more intently. #4:

Consulting 419

Consulting Consulting Personalization Accountability 419

ShepHyken

MARCH 3, 2025

My Comment: We kick off this weeks Top Five roundup with an article by John Goodman, one of the world’s top customer service and CX consultants, who teaches us what causes customer rage and how we can deal with it and prevent it. This is a powerful and important article that everyone should read. Enough said!

Customer Service 198

Customer Service Customer advocacy Healthcare Consulting 198

Beyond Philosophy

SEPTEMBER 4, 2017

As a customer experience consultant, I wish Walmart was putting more effort into improving its in-person experience. Learn how to dramatically improve your Customer Experience and ROI by registering for our Secrets Of Customer Decision Making on-demand training. Use promo code DECISION to get 33% discount. Are These Next?

Consulting 396

Consulting Consulting Technology Customer Experience 396

Beyond Philosophy

OCTOBER 8, 2020

However, we chose to consider other expenses, like recruitment and training costs and advertising costs. In another client situation, I spoke with a senior manager at a water utility we were consulting. The post 5 Rules for Driving Down Costs in a Customer-Focused Way appeared first on CX Consulting.

Consulting 434

Consulting Consulting Call Center Advertising 434

Beyond Philosophy

MARCH 20, 2020

We had some good news, which is that Beyond Philosophy has been recognized as one of the best management consultancies by Financial Times for the second year in a row. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Marketing 427

Marketing Consulting Consulting Construction 427

Beyond Philosophy

JANUARY 10, 2018

and I am now CEO of a customer experience consultancy, Beyond Philosophy. As a customer experience consultant, the birth order research interests me for another reason as well. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 379

Consulting Consulting Customer Experience 379

Beyond Philosophy

JUNE 25, 2020

Second, the insurance company should train people on how to handle customer interactions so that customers think the employee is empathetic to their situation. Training customers on how to empathize and create an excellent emotional experience is vital. There are several ways. Follow Colin Shaw on Twitter @ColinShaw_CX.

Management 472

Management Entertainment Consulting Consulting 472

Beyond Philosophy

AUGUST 13, 2020

Organizations train customers on how to do things. My point is that we train our customers to interface with our systems, so designing them frictionless is essential. It is excellent to consider how you can plan for the emotional side of the experience and train people to manage it. .

Customer effort 457

Customer effort Government Consulting Consulting 457

Beyond Philosophy

FEBRUARY 10, 2020

They enlisted our global Customer Experience consultancy to improve their Net Promoter Scoreâ (NPS)* by 40 points over 30 months, which led to a 10 percent rise in shipping volumes. Moreover, doctors had no training on how to listen to people. An example I use many times in my presentations is our work with Maersk Line.

Consulting 430

Consulting Consulting Telecommunications Entertainment 430

Callminer

FEBRUARY 4, 2021

Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Adrian Travis is the Founder and President of Trindent Consulting. Carol Tompkins is the Business Development Consultant at AccountsPortal. Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

JULY 2, 2020

Train employees in managing emotional experiences. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Re-Imagining Your Customer Experience in a Time of Change appeared first on CX Consulting. 22 April 2020. .

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

JUNE 11, 2020

In our business growth consultancy, we worked with the largest insurance companies in the UK back in the day. You also have to train your people to manage customer wait time. They also need training on how to evoke specific emotions. Can you break it up into smaller parts to help ease the drawbacks of waiting for customers?

Wait times 403

Wait times Management Consulting Consulting 403

Beyond Philosophy

MARCH 2, 2020

In our business growth consultancy, we were working with a water utility to improve their customer experience. In our business growth consultancy, we have worked with organizations on this exact issue. The post Bad Customer Service Rarely Results in Profitability appeared first on Customer Experience Consulting.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

NOVEMBER 27, 2017

In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

Beyond Philosophy

AUGUST 1, 2019

When it comes to practical strategies you can take, we have developed some tools in our global Customer Experience Consultancy work to help you address the problems of implementing these theories. Why Training on Emotional Management for Frontline Employees is Vital. Lack of employee training. The Reasons Behind Our Reasoning.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

ShepHyken

JULY 5, 2021

Workers Say Employee Experience Directly Impacts Customer Service, According to New Eagle Hill Consulting National Employee Survey by PRNewswire. MarTech Series) A new national employee survey from Eagle Hill Consulting finds that 64 percent of U.S. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 385

Customer Service Consulting Consulting Surveys 385

Beyond Philosophy

MAY 8, 2019

For example, we were doing work years ago in England with one of the train franchisees. The train company wanted customers to associate feeling cared for and reliable punctuality with their brand, which makes sense for a train company. Design it in your experience and train people how to evoke these emotions.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

JUNE 13, 2019

In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. Lowenstein describes situations where five to ten years after training, the organization assumes that the people they trained still focused on the customer.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

APRIL 23, 2021

Another critical element to understand about the two systems is that you can train the Intuitive system with your Customer Experience. I bring this point up to explain that there is sometimes value in training your customers’ Intuitive Systems to navigate your complex Customer Experience.

Government 435

Government Consulting Consulting Customer Experience 435