Beyond Philosophy

JULY 23, 2015

There is a new video circulating about how we need to stop obsessing about our screens and enjoy our lives more. I believe in this as well, even writing about the first video I saw about this a few months ago. No matter how many videos eloquently chastise us to stop wasting so much time looking at screens, we still will.

Airlines 389

Airlines Customer centricity Personalization Marketing 389

Beyond Philosophy

NOVEMBER 19, 2014

Sainsbury executives wanted to tell this story with as much historical accuracy as possible as they explain in their “ Making of our Christmas Ad ” video. They paid attention to specific details that were mentioned in the journals and letters of those who were there, 100 years ago this year. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

ShepHyken

JANUARY 16, 2024

As I always promise, if you reach out to me on any social channel and ask a question, I’ll answer it there or in my newsletter , in my videos , in my podcast , or on my TV show, Be Amazing or Go Home.

Customer Service 381

Customer Service Customer centricity Surveys Customer Support 381

ShepHyken

MARCH 6, 2023

Anytime you digitize an experience or introduce new technology, ensure you have the basic tools your customers need to easily find what they need, like a good knowledge base on your website, FAQs, or video tutorials. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

Feedback 331

Feedback Customer centricity Contact Center Surveys 331

ShepHyken

JULY 15, 2022

Within 30 minutes of the scheduled call, you make them a quick self-recorded video thanking them and sharing your excitement. You immediately record another welcome video, this time screen sharing directions once insider plus expert hacks to help them get off and running.

Coaching 349

Coaching Customer centricity Accountability Feedback 349

TechSee

JANUARY 24, 2019

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support can be used by customer service agents either to initiate a face-to-face live video chat support session or to offer live video interactive assistance.

Call flow 141

Call flow Sales Technical Support APIs 141

Beyond Philosophy

OCTOBER 2, 2017

Blaming someone else is a sure sign of a company that is inwardly focused instead of looking at ways to be more customer centric. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 268

Customer Service B2B Customer centricity SaaS 268

Beyond Philosophy

NOVEMBER 4, 2014

BusinessInsider.com just posted a great video that demonstrates this concept. We are naturally predisposed to follow a racetrack course of the supermarket. That means that our subconscious mind automatically sends us up and down the aisles at the grocery store. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

ShepHyken

AUGUST 25, 2024

A recent high-profile case – as reported in CX Today – saw McDonalds discontinuing its AI drive-thru ordering experiment after viral TikTok videos highlighted its failures. My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand.

Customer Service 223

Customer Service Customer centricity Chatbots Self service 223

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

B2C 341

B2C B2B Wireless Customer centricity 341

Totango

MAY 15, 2019

In today’s digitized, subscription-based environment, these best practices are based on finding out all you can about your customers and then using that data to create a customer-centric experience. This way, every customer interaction is informed by as much personal information as possible. Prioritize Lifetime Value.

Customer centricity 92

Customer centricity Enterprise Best practices Metrics 92

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Becoming customer-centric will be the goal of most businesses this year. What will make a business more customer-centric than the next one?

Customer centricity 101

Customer centricity Customer Service Self service Chatbots 101

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. But when he disclosed his disability to the customer care agent, he was pleasantly surprised.

Customer centricity 104

Customer centricity Technology Enterprise Airlines 104

Beyond Philosophy

APRIL 17, 2017

You’ve probably seen the viral video of the man being seized by his arms and roughly dragged down the aisle by police officers, his shirt riding up, his face bloodied, and his glasses skewed on his head as horrified passengers watched.

Airlines 276

Airlines Customer centricity Consulting Consulting 276

TechSee

APRIL 10, 2019

The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Beyond Philosophy

JULY 7, 2015

This awareness helps you understand how emotions drive a Customer’s behavior. Additionally, you get the opportunity to change how these moments make Customers feel moving forward. Here is a short video that explains in more detail how this worked for the Norwich Group in the UK. Reserve your spot today!

Customer centricity 284

Customer centricity Analytics Customer Experience Marketing 284

Nicereply

APRIL 21, 2022

Video is one of the most engaging, accessible, and eye-catching ways of promoting and successfully marketing a business nowadays. The rise in video use by so many brands has demonstrated the tremendous value that this type of marketing can bring to a company. Update the information in your videos regularly.

Customer Service 98

Customer Service Scripts Consulting Consulting 98

Beyond Philosophy

JUNE 22, 2016

When you listen to this video, what I find most interesting here is that no matter where the person was from, his or her gender, or whether they were for or against it, nearly all of them talk about things that will be lost if they stay in the EU or leave it. Propeller TV’s “ Brexit: Leave EU or Not?

Customer centricity 282

Customer centricity Consulting Consulting Customer Experience 282

Beyond Philosophy

NOVEMBER 19, 2020

However, he believes that the future of Customer Experience is the fusion of the two. An example of what he means is the platform Twitch, where people play video games while recording it and then show it to other people. The critical experience of Twitch is the social interactions that people have watching somebody play a video game.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

ShepHyken

JANUARY 2, 2024

Each week in 2024, Shep and Brittany Hodak, his friend and fellow customer experience expert, create short videos that include tips and strategies for becoming a more customer-centric company. Quotes: “What’s happening inside an organization is felt on the outside by its customers.”

Customer Experience 241

Customer Experience B2C B2B Customer centricity 241

Enghouse Interactive

JANUARY 27, 2021

Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience. Video is the new Face-to-Face.

Contact Center 94

Contact Center Technology Customer centricity Analytics 94

Beyond Philosophy

JULY 9, 2015

This 4-minute video by Nielsen explains it best. Nielsen makes it clear your brand needs to make strong connections to appropriate socially responsible programs to evoke the proper emotions from its Customers, particularly when women are your targets. Reserve your spot today!

Surveys 274

Surveys Customer centricity Marketing Customer Experience 274

Beyond Philosophy

DECEMBER 21, 2023

So, does anyone know where the area of customer insights going? Alyona Medelyan , CEO of Thematic ( alyona@getthematic.com ) in Auckland, New Zealand submitted a video for our None of Us Are as Clever as All of Us program, to tell us what she thinks. I’ve listened to a lot of people talk about AI over the last year.

Customer centricity 221

Customer centricity Marketing Education Chatbots 221

Bill Quiseng

DECEMBER 6, 2021

Agree but say that the customer believes the employee said, at length, “Of the two of us around here, I’m the star of the show. Then let them know that you want to emphasize customer-centricity – always revolve around the customer. To customers, it’s all about them, not the employees. Appreciate.

Customer centricity 195

Customer centricity Education Customer Care Surveys 195

Enghouse Interactive

MAY 7, 2021

As a result, customers increasingly view their digital customer experience as insight into how your organization handles everything else. That being said, our experience, consistent with many recent analyst studies and reports (1,2) identifies that achieving customer-centricity is not a single facet initiative.

Customer centricity 90

Customer centricity Technology Contact Center Best practices 90

Beyond Philosophy

MAY 23, 2024

You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. Listening to calls and talking to agents reveals what’s happening daily and is far more relevant regarding an organization’s true Customer Experience.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

Beyond Philosophy

APRIL 23, 2015

You must start with the emotion you want your Customer to feel after your Experience, and build backward from that point to get there. Like all your Customer Experience channels, your Mobile Experience needs a Customer-centric focus. An outside-in approach to function.

Customer centricity 268

Customer centricity Customer Experience Technology 268

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

MAY 11, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! HubSpot defines customer engagement as: “…the process of interacting with customers through a variety of channels in order to strengthen your relationship. Not surprisingly, I found a couple of good ones.

Marketing 393

Marketing Customer centricity Feedback Customer Experience 393

Beyond Philosophy

JANUARY 25, 2024

Be More Customer Centric in Your Organization Justin’s video makes a lot of excellent points, including the overarching theme about adopting a customer-centric strategy in the organization. It is essentially a call for all of us to be more customer-centric in our ways. It is the customer that matters.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Beyond Philosophy

JANUARY 19, 2024

Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience. We want to hear from you.

Customer Experience 221

Customer Experience Finance Customer centricity Sales 221

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. MX gives customers a greater degree of choice over how they interact with a brand.

Self service 207

Self service Chatbots Enterprise Customer centricity 207

Totango

APRIL 28, 2021

In today’s digitized, subscription-based environment, these best practices are based on finding out all you can about your customers and then using that data to create a customer-centric experience. This way, every customer interaction is informed by as much personal information as possible.

Customer centricity 71

Customer centricity Enterprise Best practices Metrics 71

ShepHyken

JANUARY 11, 2021

How to Measure Your Customer Experience Maturity by Sharon Florentine. CMSWire) A customer experience (CX) maturity assessment is a great way for an organization to understand where it is on its path to customer-centricity and identify where further interventions might be necessary.

Customer Service 258

Customer Service Customer centricity Customer Experience Metrics 258

Enghouse Interactive

JUNE 24, 2021

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX). With the realities resulting from Covid-19, video has become the most e?ective

Contact Center 72

Contact Center Customer centricity Technology Customer Experience 72