ShepHyken

MARCH 31, 2021

Conduct a Focus Group. By the way, if you can’t meet in person, you can always do a virtual focus group. The shorter the survey , the higher the percentage of response you’ll get.? .

Feedback 405

Feedback Surveys Sales Customer Service 405

Beyond Philosophy

FEBRUARY 29, 2020

Find out which group you belong to and why. This episode of The Intuitive Customer explores this idea in more detail. We discuss businesses that might benefit from this strategy, and which ones would not. The post Are Customer Complaints Profitable? appeared first on Customer Experience Consulting.

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. 19:39 We reveal the final rule and Ryan explains that effective segmentation should have four to eight groupings. Please tell us how we are doing!

Construction 66

Construction Consulting Consulting Surveys 66

Steve DiGioia

MAY 23, 2022

Many communities have a local Facebook Group. Be active in these groups and become known as a supporter of the comments and activities mentioned there. Don’t be known as trying to sell to the group but become known as a local business that can solve problems with your product or service. Use social media wisely.

Personalization 361

Personalization Marketing Customer Service 361

ShepHyken

FEBRUARY 17, 2021

Put those ideas into a group. Assign these ideas to different people and groups. Next, decide which of these ideas have the most potential. You could have dozens of them. Now, prioritize those and choose the 10 best. These are the “low hanging fruit” that make the most sense to put into action. Then, go to work.

Customer Service 390

Customer Service Customer Experience 390

ShepHyken

JULY 23, 2021

Most online employee training software includes collaboration tools such as file sharing, discussion groups, and virtual meetings. Most LMS platforms also enable workers to collaborate from a distance, so groups that are dispersed can still work as one unit.

Feedback 414

Feedback Surveys Management Employee engagement 414

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 398

Real estate B2C B2B Customer Service 398

Callminer

JULY 5, 2022

We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices.

Best practices 327

Best practices 327

Beyond Philosophy

OCTOBER 1, 2020

He had them choose ahead of time what the students wanted as a snack from a list of options for one group. In another group, the students chose the snack each week. For both groups, everybody made three snack choices over three weeks and consumed them one per week.

Journey mapping 447

Journey mapping Consulting Consulting Customer Experience 447

Beyond Philosophy

JULY 9, 2020

This group is the most likely not to wear a face mask and is proud of the fact that they are not. How you respond to each group with your experience should reflect these feelings. It is important not to pass judgment on any of these groups. If everybody else is wearing it, they will, too, but only because of social pressure.

Consulting 406

Consulting Consulting Marketing Personalization 406

ShepHyken

OCTOBER 25, 2021

CH Consulting Group) 10 customer service quotes from industry experts and leaders to inspire your team this week. Thank you CH Consulting Group!). I found the list interesting, not just for the resources mentioned, but for the different categories of tools. 10 Customer Service Quotes to Inspire Your Team by Sage Johnson. (CH

Customer Service 390

Customer Service Chatbots B2C Consulting 390

Beyond Philosophy

FEBRUARY 27, 2020

When you make those offers, they need to be different for different groups of people. Therefore understanding your customers and grouping them by their behavior is essential to your success. . Moreover, the levels of motivation might have to be different depending on who you are trying to motivate to act.

Consulting 468

Consulting Consulting Education Sales 468

CCNG

FEBRUARY 24, 2022

Ask your Employee Resource Groups (ERGs) to brainstorm ideas. Groups focused on ethnicity, religion, immigrants, disability, women, the LGBTQ community, mental health, veterans, working parents, and even sustainability may have great ideas on how to reach hidden talent. If you don’t have ERGs, start some!

Chatbots 369

Chatbots Contact Center Technology Personalization 369

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

APRIL 27, 2021

Allow a diverse group of employee’s voices to be heard. It’s important and necessary for leaders to have uncomfortable conversations around diversity and inclusion. Businesses need to get feedback from a variety of customers. Keep diversity and inclusion in mind when dealing with employees as well as customers.

Employee engagement 403

Employee engagement Feedback Customer Experience Sales 403

Beyond Philosophy

JANUARY 29, 2021

So, instead of changing what we were doing to improve our feedback, the senior group decided we should stop doing the survey. However, one could predict a group of customers with specific characteristics and needs might enjoy it. It was my responsibility to implement it, and then we would present the results.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Contact Center Pipeline

NOVEMBER 9, 2021

This has affected some groups of workers more than others. More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due to the need for social distancing, many businesses closed—some for good. Other companies turned to remote-work models. A Look at the […].

Contact Center 298

Contact Center 298

Beyond Philosophy

JANUARY 19, 2020

A notoriously difficult group to reach are conspiracy theorists called the Flat Earthers, people who reject the idea of global earth. This group can hold onto their opinions in the face of overwhelming evidence against them. It is not just fringe Internet groups that do this, however.

Consulting 390

Consulting Consulting Customer Experience Management 390

Contact Center Pipeline

JULY 20, 2021

It has been 20 years since a group of software industry thought leaders created the […]. Companies that could adapt quickly and creatively in the face of complex and unpredictable challenges proved that breaking with convention often can lead to a giant leap forward.

Contact Center 290

Contact Center Call Center Management 290

Beyond Philosophy

AUGUST 22, 2020

Have a control group carry on doing what you have always done and another group where you change something, whether it’s a suggested or mandatory “waiting period” before they sign up with you or a distracting activity before you push for the close, or something in-between.

Consulting 338

Consulting Consulting Customer Experience Sales 338

Beyond Philosophy

OCTOBER 4, 2024

Similarly, consider the group dynamics when dividing attendees into smaller teams. How to effectively manage group dynamics by balancing personality types and seniority levels. The impact of physical space on group energy and interaction during the workshop. No, really.

Scripts 243

Scripts Personalization Management 243

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. If they do, they can optimize the customer experience.

Customer Experience 285

Customer Experience Consulting Consulting Customer Care 285

ShepHyken

MARCH 10, 2021

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture.

Coaching 405

Coaching Customer Service Personalization Management 405

Beyond Philosophy

JUNE 11, 2021

One group received a letter emphasizing everything they would gain by using the debit card; the other group got a letter describing all the benefits they lose by using cash. Recognize that customer groups have different expectations. the ability to track purchases, protection from fraud, etc.), but the framing differed.

Marketing 307

Marketing Advertising Healthcare Banking 307

ShepHyken

OCTOBER 20, 2020

Is it based on a product, technology or group within the organization—or is it based on your consumers? Lose the religion on product; gain the religion on the company’s success.”. Ask what your consumer engagement strategy is and how holistic it is. Look at it from your consumers’ point of view.”.

Customer centricity 76

Customer centricity Engineering Consulting Consulting 76

Beyond Philosophy

SEPTEMBER 10, 2020

Perhaps the argument was that if this group could believe hard enough, it would make it so. . While there will be a hardcore group of hyper-enthusiastic people who will never change their behavior, most people will resolve the dissonance they feel in your experience. Some of you might remember that I love Apple products.

Consulting 457

Consulting Consulting Advertising Accountability 457

Beyond Philosophy

JULY 20, 2021

For example, Rose says when we’re dealing with a large enough group of people, say a group of customers, and looking at more than a couple of dimensions of these customers’ preferences, then the “average” of that group of people doesn’t exist.

Consulting 370

Consulting Consulting Education Entertainment 370

CCNG

NOVEMBER 27, 2024

Even though almost 70% of all respondents agreed with our statement in our poll, there was a gap between the groups on how much they agreed. Groups that were assumed to be primarily comprised of CX managers and leaders agreed up to 23% less than the groups that were assumed to be mostly employees or HR managers.

CCNG 195

CCNG Employee engagement Call Center Management 195

CCNG

APRIL 13, 2021

Pam Plyler, the Contact Center Executive Practice Lead for The Northridge Group, provides leadership, expertise, and insights to clients looking to transform their contact centers and drive towards best-in-class performance in quality and operational effectiveness and efficiency.

contact center solutions 370

contact center solutions Contact Center CCNG Contact center software 370

ShepHyken

NOVEMBER 21, 2023

Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups. First-class passengers and higher-level frequent fliers won’t notice, but there will be a change once Group 4 is called.

Airlines 240

Airlines Journey mapping Morale Customer Service 240