ShepHyken

OCTOBER 21, 2020

Even though I want you to think beyond your competition, you should still do the exercises in this step and the next. You must be able to keep up with your competition, and this exercise helps. The key is having a diverse group of thinkers. List your competitors and ask two questions: “What are we doing that they don’t do?”

Real estate 397

Real estate B2C B2B Customer Service 397

ShepHyken

APRIL 28, 2021

She was probably just going through the motions with the troubleshooting exercise, not really paying attention to her customer. The customer service rep would never have suggested taking the car to the dealership had she truly heard the customer say, “It won’t start.” Show some empathy. This ties back to listening.

Scripts 435

Scripts Transportation Customer Support Customer Service 435

ShepHyken

OCTOBER 26, 2016

One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. However, for the purpose of this exercise, only one example is needed. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers.

Customer Service 328

Customer Service 328

ShepHyken

JANUARY 15, 2020

For some cases, you may consider repeating these training exercises and drills every six months. Repeat training is the only way to ensure everyone is ready to react. Fire drills and other role play should be done regularly to reinforce how to handle extreme issues. So, make your list. Write out what needs to happen.

Customer Support 403

Customer Support Customer Service Management 403

ShepHyken

JULY 1, 2019

My Comment: Journey mapping is a powerful exercise that all companies should practice. This excellent article breaks down the process with six steps that it takes to work through this important exercise. A Mile in Their Shoes: How to create a visual representation of your customer’s experience with your brand.

Journey mapping 316

Journey mapping Customer Service B2C Big data 316

Myra Golden Media

MAY 7, 2019

I have my workshop participants go through this exercise for at least ten issues. Do this exercise in your company, and you’ll instantly improve customer interactions. What do you think would be helpful for your customer to know at this point? Is there some detail or tip you can offer that will make your customer’s life easier?

Transportation 276

Transportation Customer Experience Management Customer Service 276

Beyond Philosophy

JANUARY 29, 2022

Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support. People think that the exercise is the answer to everything that’s wrong (or right) with Customer Experiences.

Journey mapping 243

Journey mapping Customer centricity Consulting Consulting 243

Contact Center Pipeline

JUNE 8, 2021

It isn’t easy to develop training programs, implement exercises to keep your audience entertained, and make sure all the correct […]. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and industry.

Contact Center 264

Contact Center Entertainment Personalization Call Center 264

CX Global Media

OCTOBER 1, 2018

Even though many of our exercises are geared toward on-site activities you must remember to always engage your virtual staff. The point is, you can learn and exercises wherever you are. And just remember, celebrating isn’t all about indulging in food – although that can be fun – you need to exercise! Please Share.

Customer Service 50

Customer Service Coaching Call Center Contact Center 50

Beyond Philosophy

MAY 19, 2015

For a more detailed account of how Target achieved this exercise, read the full story here. #2: Many of my clients who have undertaken this exercise are surprised by the subconscious signals they learn about in their current experience. 2: They Identify the Hidden CX and Design for it.

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

NOVEMBER 29, 2019

This exercise requires self-analysis and answering critical questions about the priority placed on Customer Experience. In our global Customer Experience consultancy, we use the Naïve to Natural model to help organizations realize where they are with their present Customer Experience regarding Customer Centricity.

Customer centricity 355

Customer centricity Consulting Consulting Customer Experience 355

Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We’ve recently trained some of our clients on journey mapping. We discussed the problems with journey mapping in a recent podcast. ”).

Journey mapping 468

Journey mapping Consulting Consulting Marketing 468

ShepHyken

JANUARY 1, 2020

I have a little two-part exercise for you to do. The second part of the exercise is to create a plan to repeat them. The first part is to answer the following question: “What ten things happened in the past year that you are most proud of or grateful for?”. Here are a few of mine: In business, I did 47 speeches for amazing clients.

Personalization 274

Personalization Customer Service Management 274

CX Accelerator

FEBRUARY 2, 2020

Customer journey mapping, a key exercise in the field of CX, is all about developing customer personas and mapping their experience with your company from start to finish. Key to this exercise is understanding customer thinking, motivation, and behavior. Eric Engwall. The field of psychology is perfect for this.

Customer Experience 320

Customer Experience Journey mapping Entertainment Engineering 320

Beyond Philosophy

AUGUST 20, 2015

You won’t do any physical exercise to speak of, but you’ll feel tired nonetheless. Many of you reading this have gone to work today. You will sit there all day at your desk doing your work and when you go home at night you will feel tired. Our brains evolved to do this.

Airlines 417

Airlines Marketing Customer Experience Management 417

Beyond Philosophy

JULY 13, 2021

Working with an insurance company in England, we engaged in a few of these exercises. In the flood exercise, we uncovered a few third-party bumps in the road. We have a service called Customer Mirrors , where we have an experience as a customer and then report back to our clients what we observed.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

OCTOBER 20, 2015

Usually during an exercise like the one I just described, you will see where you are hassling people, frustrating them or possibly even how you are doing things right. To facilitate this understanding, we always recommend pretending you are a Customer and walking the experience with an Outside-In Perspective.

Consulting 399

Consulting Consulting Customer Experience Customer retention 399

Myra Golden Media

DECEMBER 13, 2018

I do an exercise in my workshops using a 12-foot pole. People find this exercise hard. It’s Bigger Than You. I instruct attendees to lower the pole to the ground. I make things interesting by explaining that the pole can’t lose contact with people’s index fingers and that they can’t use gravity to pull the pole down.

Customer Experience 270

Customer Experience Customer Service 270

ShepHyken

SEPTEMBER 23, 2020

We’re just out there to get some exercise and have fun. This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout. Before we go further, you should know this isn’t a super-competitive league. We just skate hard, pass a lot and occasionally score a goal.

Customer Service 349

Customer Service Sales Customer Experience Personalization 349

Beyond Philosophy

JANUARY 24, 2020

I know that if I eat less and exercise more, I will lose weight and feel healthier than I do now. However, with less critical choices in life, options with long-term benefits often get passed over for opportunities with immediate gratification. One example from life is my diet. However, the cookie I have in my hand will taste good now.

Consulting 329

Consulting Consulting Customer Experience Marketing 329

Beyond Philosophy

JUNE 22, 2017

The teachers assigned the exercise so we could observe the inner workings of a creature that we have seen before in a new way; a “look under the hood” of the frog’s outward appearance or what made it tick before it croaked, as it were. A closer look at what we see all the time.

Consulting 404

Consulting Consulting Customer Experience 404

Beyond Philosophy

MAY 14, 2015

So, as the various channels of your Experience expand, and more of your Customers exercise their option to contact you through another channel, consistency becomes even more important. There is an understanding between you, an expectation of a level of service and an agreed upon value amount for that service.

Self service 402

Self service Best practices Customer Experience Call Center 402

Myra Golden Media

MARCH 6, 2019

Participate in an exercise that helps you immediately adopt and apply what you learn in this course! Link the communication chain to make customers feel heard and understood (this also helps with creating calm and defusing anger). Explore how to listen with the intent to understand, and not merely the intent to reply. Sample a Module!

Customer Service 282

Customer Service Customer Experience 282

ShepHyken

JUNE 27, 2023

Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant? Most likely, your business has a few more “moving parts” than a BBQ restaurant. Is there anything in our process that is unnecessary?

Customer Service 328

Customer Service Marketing Customer Experience 328

Beyond Philosophy

JULY 30, 2015

I nearly always exercise good grooming when I travel. It seems about right considering the expectations set for my moral character. Location, location, location. What I lack in trustworthiness, I make up for in cleanliness. But I am often surprised by the location of my supplies.

Customer Experience 398

Customer Experience Airlines Morale Management 398

Beyond Philosophy

NOVEMBER 12, 2015

The study by researchers at the University of Florida showed that during a negotiation exercise when one of the participants was rude, it offended their partner. In other words, rudeness spreads faster than a shampoo endorsement between friends in the 70s and it can destroy your Customer Experience.

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. I’ve never heard a guest say it was great, and we end up taking many of them back to the kitchen. More people complain about that dish than any other. I don’t know why it’s still on the menu.”. Well, I don’t know why it’s still on the menu either!

Customer Service 61

Customer Service Customer Care 61

Beyond Philosophy

OCTOBER 9, 2017

The Emotional Signature exercise shows you how to use the customer’s emotions to improve your Customer Experience. Empty talk about customer feelings doesn’t do anything for your business. It helps you cut through the philosophy about emotions and customer behavior and shows you what to do that will improve your bottom line.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

JULY 4, 2020

Empathy for each of the groups will make this exercise more successful. The freedom fighter: Never wear a face mask as I don’t want government to tell me what to do. It’s all overblown. It is important not to judge any group. Recommended Actions. Segment your customers into the face mask wearers.

Government 386

Government Consulting Consulting Customer Experience 386

ShepHyken

FEBRUARY 6, 2019

It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider. He will also fire for a lack of any of the core values. That’s how important they are to the health of his organization.

Accountability 297

Accountability Customer Service 297

Beyond Philosophy

FEBRUARY 27, 2020

I know if I eat less and exercise more, I am going to be thinner and more fit tomorrow. Interestingly, follow-up research found that the “Marshmallow Test” predicted a lot of things later in life, like financial success and higher test scores for those children who were able to resist the temptation to eat the first marshmallow. .

Consulting 468

Consulting Consulting Education Sales 468

Beyond Philosophy

SEPTEMBER 13, 2017

Part of the exercise was to make virtual meal choices along the way. Instead, more people chose the middle camera option; its share of the division rose to 57% with the remainder split between the other two camera options. Extremeness Aversion has applications in everyday purchases, too.

Consulting 373

Consulting Consulting Customer Experience Personalization 373

Beyond Philosophy

AUGUST 1, 2019

In brief, we changed how we assessed and plotted the customer journey from beginning to end in our Journey Mapping exercise by including emotions in the mix. It is the same exercise with customers. We enable this understanding through behavioral Journey Mapping , which we have discussed in the past. Let me explain.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

ShepHyken

OCTOBER 17, 2016

I’m surprised at how many companies haven’t gone through the exercise of creating a formal journey map.) Step one: Do a journey map and look for those opportunities along the customer’s journey to eliminate friction or possible problems. I also like the author’s third point, which is about delivering a personalized experience.

Customer Service 327

Customer Service Journey mapping Customer Experience Feedback 327

ShepHyken

AUGUST 1, 2023

Here is a great example of the power of this exercise and impress your customers. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers.

Customer Service 294

Customer Service Management Customer Experience 294

Beyond Philosophy

JUNE 13, 2020

When you apply the previous four rules in an exercise we call Behavioral Journey Mapping , an advanced take on traditional journey mapping, you can see how the different touchpoints in an experience influence customers’ decisions. Design your experience understanding the different ways customers make decisions.

Journey mapping 320

Journey mapping Management Consulting Consulting 320

Beyond Philosophy

AUGUST 21, 2017

Take steps to manage your stress, whether that means regular exercise, meditation or just taking time out for friends and hobbies. Take advice from others, and be sure to give them credit for their ideas. Manage stress. Ambiguity is stressful, even if you follow all my tips. Ambiguity is all around us. How do you deal with it?

Consulting 351

Consulting Consulting Healthcare Coaching 351