Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. Define the desired memory you want customers to have for your experience. The post Zero Cost!

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Customer Experience Wait times Consulting Consulting 444

ShepHyken

OCTOBER 9, 2020

She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. And how can grocery retailers craft a customer experience that fits the new normal? What does that mean for the customers? Getting a seamless shopping experience, of course.

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Customer Experience Advertising Technology Customer centricity 357

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. However, this issue isn’t the only one facing society coming out of the pandemic.

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Customer Experience Airlines Consulting Consulting 383

Steve DiGioia

JANUARY 18, 2021

And how does this affect the customer experience? The McDonald’s Hot Coffee Case and the Customer Experience. “In Of course, the coffee was too hot to drink so I wound up finishing my sandwich before I could even think of taking a sip of coffee. How Was My McDonald’s Customer Experience?

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Customer Experience Engineering Best practices Personalization 298

ShepHyken

MARCH 4, 2025

Share insights with your team and use them to stay customer-focused and ahead of your competition. Recognize that there are two areas in which you want to compete: providing a better customer experience and having fewer complaints. In a perfect world, you would have no complaints.

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Feedback B2B Customer Service Customer Support 206

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. Perhaps you use an interior designer.

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outsourcing Customer Experience Consulting Consulting 273

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

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Customer Experience Feedback Customer centricity Customer retention 297

ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences. Here are my top five picks from last week.

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Customer Service Entertainment Consulting Consulting 174

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. The chance to shock and awe your customers will arise when they present you with a problem that needs solving.

Customer Experience 297

Customer Experience Personalization Customer Service Marketing 297

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience. Remember the Nordstrom Way.

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Consulting Consulting Customer centricity Customer emotions 418

Beyond Philosophy

NOVEMBER 30, 2016

This is, of course, a terrible customer experience. When a company treats its customers this way, it may earn short-term profits, but it’s hard to get repeat business. To learn more about understanding your customers and improving your Customer Experience join one of our training courses.

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Consulting Consulting Customer centricity Customer Experience 419

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. What makes a great customer experience? Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) Are Your CX Metrics Hurting Your Customer Experience?

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Customer Service Metrics Benchmark Consulting 165

ShepHyken

SEPTEMBER 11, 2020

In my new book, The Offer You Can’t Refuse , I have developed a customer experience model that can help you to create a future proof approach. It is the minimum layer to win the business of your customers. Read Shep’s latest Forbes article: Key To Uncertain Times: Create Customer Confidence.

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Customer Experience Customer centricity Government Healthcare 255

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni. Do you seek an experience?

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Customer Service Entertainment Coaching Self service 330

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s the value provided in the customer experience. The title of this article may sound like a lesson in sales, but it’s much bigger than that.

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Customer Experience Customer Service Sales 386

Beyond Philosophy

MARCH 31, 2022

Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. Before we dive into how you can maintain and improve your Customer Experience even during a price increase, it is essential to appreciate the role of inflation in the broader economy. Subscribe today right here.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? Most people would call them customers. Sounds a lot better than, “Welcome, customer!”). She wanted an opinion on why we call the experience a customer experience.

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Customer emotions Customer Experience Customer Service 402

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

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Customer emotions Education Consulting Consulting 414

Beyond Philosophy

NOVEMBER 16, 2016

As Customer Experience Consultants, we advise our clients to learn to take an outside-in approach to their Customer Experience. This is completely backwards thinking that turns a Customer Experience upside down. Designing a Customer-Focused Process. However, if you do disappoint them, listen to why.

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. A first step is to fully understand the experience from the customer’s point of view. Discount retailers are partly to blame, but the real culprit is the internet.

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Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

NOVEMBER 2, 2016

From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. Customer expectations might seem irrelevant, but they can actually be one of the most important factors that drive a customer’s experience. Share your reaction in the comment box below.

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Advertising Consulting Consulting Customer Experience 419

Myra Golden Media

JULY 1, 2020

You and your team can enjoy free access to my courses through March of 2021. My LinkedIn Learning classes, particularly De-escalation and Creating Positive Conversations , are a great training package for remote agents struggling with demanding customers. They’re also a good fit for new-hire training.

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CRM Customer Service Customer Experience 78

Beyond Philosophy

NOVEMBER 7, 2016

Happy memories are essential to your Customer Experience. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level, co-author Professor Ryan Hamilton of Emory University and I talk about the importance of memories for your Customer Experience.

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Transportation Customer emotions Coaching Employee engagement 419

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. Of course, George Washington.

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Customer Experience Customer Service Customer Care Personalization 173

ShepHyken

MAY 28, 2021

But now, shopping is a constant experience. So what can retailers do to make sure the customer experience in eCommerce is positive and engaging for customers? What can they do to win loyal customers in this effortless economy?? . Create seamless customer journeys? . Commerce is ‘an always-on’ experience.

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Customer Experience Personalization Surveys Sales 225

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

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Personalization Consulting Consulting Customer emotions 419

CCNG

JUNE 29, 2022

On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience. Rick also hosts the CX Passport podcast and believes the best meals are served outside and require a passport.

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CCNG Contact Center Surveys Customer Experience 369

Beyond Philosophy

JUNE 22, 2018

Of course, to be fair, many of us get a medium drink at the restaurants I mentioned because it’s part of the ‘value meal deal’ However, you still have the option to go large, and many of you do not because it is too extreme. Of course not. In that case, you might make a different choice! Does this work every time?

Sales 360

Sales Consulting Consulting Customer Experience 360

ShepHyken

AUGUST 26, 2022

In many ways, a tip jar is a microcosm of the customer experience. Just as the quality of the experience can vary widely from one business to the next, so can the tip jar’s contents. Friendly, attentive staff will always go a long way towards creating a positive customer experience. .

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Customer Experience Entertainment Feedback Metrics 183

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Be open about policies and anything you know the customer might question or simply not like.

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Customer Service Accountability Customer Experience 406

Beyond Philosophy

NOVEMBER 23, 2016

With this much time spent fiddling with the phone, the chances are that many of your customers’ ONLY Customer Experience is a mobile user experience (UX). Far too many organizations are not optimizing this experience the way they should. One thing that never goes out of style is a great Customer Experience.

Customer centricity 419

Customer centricity Customer Experience Marketing 419

Beyond Philosophy

OCTOBER 31, 2016

An essential step to creating a customer-focused culture is to change your Key Performance Indicators (KPIs). As global Customer Experience Consultants, we say that KPIs tied to your Sales Goals influence the culture to focus on its goals rather than on what the customer needs or wants.

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Banking Consulting Consulting Sales 0

ShepHyken

MAY 20, 2020

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

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Customer Service Customer Experience Personalization Customer Care 365

Beyond Philosophy

OCTOBER 24, 2016

Tesla Breaks Top 20 for Customer Experience. Tesla was the only carmaker that made the top 20 for Best Customer Experience. For Customer Experience ranking, the research team used four criteria, which included: Impression: Do they have a unique reputation? Pampers had 149.9 points vs. Tesla’s 116.79—which,

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

OCTOBER 10, 2016

When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.

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Consulting Consulting Banking Customer Experience 419