ShepHyken

FEBRUARY 26, 2020

I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. Personalization is a hot topic, and “on-demand” is about giving the customer what they want when they want it. The Personalized Experience – Personalization is a very hot topic.

Customer Experience 298

Customer Experience Transportation Personalization Accountability 298

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 283

Customer Experience Consulting Consulting Customer Care 283

AWS Machine Learning

NOVEMBER 15, 2024

The platform effectively and quickly resolves issues by surfacing relevant information faster than manual searches, improving processes, productivity, and the customer experience. Joel lives in Des Moines, Iowa, with his wife and five children, and is also a group fitness instructor. 2024, Principal Financial Services, Inc.

Chatbots 113

Chatbots Engineering Enterprise Government 113

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

CSM Magazine

MARCH 27, 2025

Sabio Group , the digital customer experience (CX) transformation specialist and expert services partner, today announced a significant new cloud migration project with Essent N.V., We will provide real-time oversight of contact centre performance, while ensuring continuous optimisation based on customer and agent feedback.

Engineering 52

Engineering Customer Experience Cloud contact Technology 52

ShepHyken

NOVEMBER 12, 2024

I was recently hired as a keynote speaker to talk to a group of financial advisors about client service. I don’t think there’s a company on the planet that can please every customer every time, although that’s a lofty goal and the theme of one of my books, Amaze Every Customer Every Time. Connect with Shep on LinkedIn.

Customer Service 257

Customer Service Customer Experience Customer retention 257

Beyond Philosophy

MAY 8, 2021

Key Ideas to Improve your Customer Experience. One axis shows two groupings: other people or yourself. From this, Eyal divides liars into four groups, which include: deceitful, delusional, duplicitous, and demoralized. By dividing into these groups, you get a glimpse into some of the reasons people lie.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

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 196

Customer Service outsourcing Customer Support Chatbots 196

CSM Magazine

MARCH 25, 2025

Sabio Group today announced the expansion of its acclaimed ‘ Disrupt ‘ programme across Europe for 2025, taking its digital customer experience (CX) transformation event to three major European cities. Sabio is also looking at extending its programme even further with more European locations currently being assessed.

Benchmark 52

Benchmark Enterprise Technology Management 52

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

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. Surveys are still a way to get feedback, but AI can do much more as it analyzes all areas of the experience and not only gives us the numbers but also makes suggestions to improve the experience, eliminate friction, and much more.

Customer Service 177

Customer Service Feedback Surveys Customer Experience 177

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? The app is always learning, constantly running micro tests with user groups.

Customer Service 196

Customer Service Customer centricity Entertainment Airlines 196

ShepHyken

JANUARY 5, 2025

Each week, I read many customer service and customer experience articles from various resources. As we look ahead to Season 2, Shep and I are excited to bring you even more actionable insights to help you create super amazing customer experiences. Thats three-quarters of your customers!

Customer Service 177

Customer Service Automotive B2B SaaS 177

ShepHyken

FEBRUARY 9, 2025

Each week, I read many customer service and customer experience articles from various resources. 5 Touchdowns: How the NFL Is Winning over Fans by Francesca Di Meglio (CX Network) By leveraging data analytics and offering personalized experiences, football is growing exponentially. Connect with Shep on LinkedIn.

Customer Service 187

Customer Service Best practices Customer Experience Analytics 187

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

Beyond Philosophy

JULY 26, 2024

However, unlike the imaginary friend, science and data develop the imaginary customer, not creativity. As we conclude the Masterclass Series about the intricate world of Customer Experiences and the myriad factors that shape customer behavior from a behavioral science perspective, today’s episode pulls everything together.

Advertising 221

Advertising Customer Experience Construction Marketing 221

CCNG

MARCH 12, 2021

New data from The Northridge Group provides a clear message to businesses. Today's consumers are shopping online more now than ever but find the overall service experience inadequate. The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

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

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

ShepHyken

APRIL 27, 2021

How diversity and inclusion impact the customer experience and what practices to adopt. Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. Businesses need to get feedback from a variety of customers.

Employee engagement 399

Employee engagement Feedback Customer Experience Sales 399

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

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. It probably aggravates you, too.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

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 196

Marketing Customer Experience Customer centricity Advertising 196

Beyond Philosophy

SEPTEMBER 8, 2022

Patterson and her team spoke with the customer service teams, customers, and sales teams. They found that there were many moments where the organization interacted with the customer throughout the journey. Therefore, they viewed the project title as a customer experience innovation, part of a business strategy.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

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

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 383

Customer Service Chatbots B2C Consulting 383

CSM Magazine

OCTOBER 21, 2024

As businesses worldwide seek to improve efficiency while maintaining top-tier service, many have turned to call centre outsourcing in the Philippines to redefine their customer experience. This article explores how the Philippines is leading the way in customer experience innovation. The industry employs over 1.3

outsourcing 52

outsourcing Customer Experience Analytics Customer centricity 52

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

ShepHyken

OCTOBER 21, 2020

The key is having a diverse group of thinkers. Get the same group together for another brainstorming session and start with the question, “What companies, not including competitors, do you like doing business with the most?” List your competitors and ask two questions: “What are we doing that they don’t do?” Time for another meeting.

Real estate 396

Real estate B2C B2B Customer Service 396

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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