ShepHyken

JANUARY 5, 2025

The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. What I like about this list is the first trend, personalization. Each year, our CX research finds personalization to be a top expectation.

Customer Service 174

Customer Service Automotive B2B SaaS 174

Steve DiGioia

MAY 23, 2022

All “In-Person” Service is Local. All in-person service is local. 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. Can you still provide the same level of service as others? Use social media wisely.

Personalization 361

Personalization Marketing Customer Service 361

ShepHyken

DECEMBER 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. GenAI is transforming the customer experience.

Customer Service 191

Customer Service outsourcing Customer Support Chatbots 191

Beyond Philosophy

APRIL 9, 2021

We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. I understand this concept from personal experience. We were a tight-knit group. Among other things, Dunbar studied how people and animals processed group sizes. There are limits that are challenging for us to overcome.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

JULY 14, 2023

They can help you execute your email campaign faster, but you can’t send them without personalizing them. If you’re having problems personalizing email templates that generate results, you’ve come to the right place. You must also create personalized subject lines and greetings in your emails.

Personalization 156

Personalization Best practices CRM Marketing 156

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 395

Feedback Surveys Sales Customer Service 395

AWS Machine Learning

APRIL 19, 2024

Amazon Personalize is excited to announce automatic training for solutions. Ultimately, automatic training provides a more personalized and engaging experience that adapts to changing preferences. Amazon Personalize enables developers to quickly implement a customized personalization engine, without requiring ML expertise.

Personalization 125

Personalization Engineering Management Marketing 125

CCNG

FEBRUARY 24, 2022

Consider places to post jobs you haven’t used in the past such as local or regional job centers where people go in person to get help with the job search. Ask your Employee Resource Groups (ERGs) to brainstorm ideas. Keep in touch with applicants through automated tools or in person if the decision may take time.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

ShepHyken

MARCH 10, 2021

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. And, when they talk to one person in your organization who is out of alignment, do you know what they think? We were discussing how important it is to “bake” customer service into the culture.

Coaching 396

Coaching Customer Service Personalization Management 396

Beyond Philosophy

JULY 9, 2020

A Golden Question is a sort where the answer reveals the “type” of person the respondent is. 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.

Consulting 406

Consulting Consulting Marketing Personalization 406

Steve DiGioia

FEBRUARY 1, 2021

Welcome to the team!

Personalization 328

Personalization Accountability Customer Experience Customer Service 328

ShepHyken

FEBRUARY 9, 2025

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. I have added my comments about each article and would like to hear what you think too. So how do you keep things fresh and interesting?

Customer Service 183

Customer Service Best practices Customer Experience Analytics 183

ShepHyken

FEBRUARY 26, 2020

In Matt’s words, “The world is now on-demand and highly personalized. 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. The secret of the game is to make it easy and frictionless.”.

Customer Experience 292

Customer Experience Transportation Personalization Accountability 292

Beyond Philosophy

NOVEMBER 22, 2019

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. People can form relationships with brands and groups of employees. Moreover, out-of-group threats produces in-group cohesion.

Banking 64

Banking Consulting Consulting Accountability 64

ShepHyken

DECEMBER 16, 2024

Loyalty Programs Are GrowingSo Are Customer Expectations by Ed Crouch, Ben Eppler, Lauren Taylor, Christina Mhlenbein, and Elizabeth Hearne (Boston Consulting Group) This article explains that the incentives companies offer in a loyalty program must go beyond points, perks, and cash. What does that mean? What does that mean?

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

AWS Machine Learning

MAY 16, 2024

LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. xlarge","Name":"Master Instance Group"},{"InstanceCount":2,"InstanceGroupType":"CORE","InstanceType":"r5.xlarge","Name":"Core

Personalization 122

Personalization APIs Scripts Technical Support 122

Beyond Philosophy

OCTOBER 4, 2024

Similarly, consider the group dynamics when dividing attendees into smaller teams. Mixing personalities and ensuring a balance of perspectives can prevent dominant voices from stifling creativity and lead to more innovative solutions. How to effectively manage group dynamics by balancing personality types and seniority levels.

Scripts 243

Scripts Personalization Management 243

Beyond Philosophy

OCTOBER 11, 2018

He asked a control group if they would take some troubled youth to the zoo. Next, he asked the second group of people if they would be willing to volunteer to serve as a peer-counselor for troubled youth for two hours a week over a two-year period. It is based on the idea that no one wants to be the person who always says no.

Sales 344

Sales Call Center Marketing Personalization 344

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. Talk to them about what they want to discuss, not what you want to foist on them.

Advertising 384

Advertising Consulting Consulting Government 384

AWS Machine Learning

NOVEMBER 7, 2024

Generative AI has transformed customer support, offering businesses the ability to respond faster, more accurately, and with greater personalization. In this post, we guide you through integrating Amazon Bedrock Agents with enterprise data APIs to create more personalized and effective customer support experiences.

APIs 128

APIs Enterprise Automotive Customer Support 128

Beyond Philosophy

AUGUST 22, 2020

When it comes to overemphasizing the wrong things, the person making the decision is who puts the weights on those decisions. For instance, if you’re evaluating your customer experience and someone was rude to you in a way that makes for a good story, you might overemphasize this moment in your whole evaluation of the experience.

Consulting 338

Consulting Consulting Customer Experience Sales 338

Beyond Philosophy

JULY 7, 2022

Now, they are transitioning back to unrestricted in-person interactions, but not to the same place they were for all those years. However, it might also be a customer segmentation issue where different people want different things at different times, e.g., this group likes people, so they go to physical stores.

Technology 402

Technology Consulting Consulting Personalization 402

AWS Machine Learning

OCTOBER 2, 2024

Personalization can improve the user experience of shopping, entertainment, and news sites by using our past behavior to recommend the products and content that best match our interests. You can also apply personalization to conversational interactions with an AI-powered assistant.

Personalization 120

Personalization APIs Enterprise Entertainment 120

ShepHyken

DECEMBER 27, 2019

A person’s name is to him or her the sweetest and most important sound in any language.”- You’ll read a lot about using the customer’s name in articles written about how to provide a personalized experience. If a person is disingenuous when trying to make a connection. Use their name. “A Dale Carnage.

Personalization 353

Personalization Customer Experience Customer Service Marketing 353

Beyond Philosophy

JANUARY 19, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. A notoriously difficult group to reach are conspiracy theorists called the Flat Earthers, people who reject the idea of global earth.

Consulting 390

Consulting Consulting Customer Experience Management 390

AWS Machine Learning

OCTOBER 31, 2024

These apps can participate in direct messages, group conversations, or dedicated chat spaces, allowing users to access information and take actions without leaving their chat interface. Under Functionality , select Receive 1:1 messages and Join spaces and group conversations , as shown in the following screenshot. Choose Save.

APIs 123

APIs Scripts Accountability Construction 123

ShepHyken

FEBRUARY 22, 2022

Understanding their style allows them to adjust to the different personalities and styles of their team members. Quotes: “Understanding how you lead first makes it so much simpler for you to go through the steps of leading another, whether it is a team or just one person.” New York Times ?bestselling

Coaching 314

Coaching Personalization Customer Service Management 314

ShepHyken

NOVEMBER 12, 2021

Christan Hiscock is the CEO and co-founder of Kardia Financial Group , an organization that believes that the financial services industry should not be solely focused on dollars, but on helping people truly get to the heart of their financial goals. That makes for a greater impact all around. .

Customer Service 267

Customer Service Personalization Customer Experience 267

Steve DiGioia

FEBRUARY 15, 2021

Those two articles highlight the unique aspects of service the two groups offer and how they hurt or help our service efforts. A Stoic Personality is Not Good for Business. Great service usually comes with an animated personality that shines through the steps of service. Today’s post is no different. That can be good or bad.

Customer Service 348

Customer Service industry standards Personalization Technology 348

Beyond Philosophy

OCTOBER 4, 2018

I am a morning person. If the customer is more like my wife, who is a NOT a morning person, and you are working with them early in the day, they might not yet be ready for you. Now I can practically hear some of you sighing and saying, “How on earth am I supposed to know if a person is a morning person or a night owl?”

Government 353

Government CRM Personalization Customer Experience 353

Steve DiGioia

MAY 17, 2021

A pproach customers with a personalized warm welcome. Turning your body away from another person while you talk to him or her can lessen your degree of contact with that person. If for any reason, facing the person squarely is too threatening for them, then an angled position may be more helpful. I would be too.”

Customer Service 341

Customer Service Personalization Sales Technical Support 341

PeopleMetrics

JANUARY 20, 2025

Dynamic Topic Discovery In 2017, machine learning models could detect patterns and group data using techniques like clustering and unsupervised learning. These models dynamically identify and group emerging themes without requiring predefined labels. This level of precision helps businesses address specific issues more effectively.

Analytics 118

Analytics Airlines Feedback Surveys 118

ShepHyken

AUGUST 26, 2020

In our group, we have a TV celebrity, the president of a major university, one of the top futurists in the world, a digital marketing expert, a retired, high-ranking military officer and more. I love that this particular person said, “I thrive and build on challenges like this.”. The extra time we get spend with our families.

Personalization 258

Personalization Customer Service Marketing 258

ShepHyken

SEPTEMBER 8, 2020

Top Takeaways: Good customer service and experience principles can be applied in any relationship—professional or personal. About: Chip Bell is a senior partner of the Chip Bell Group, a top customer service keynote speaker and a bestselling author of 24 books. Add these five elements into your relationship with your customers.

Customer Service 314

Customer Service Personalization Customer Experience 314

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. Find that person—or those people—and you’ll get feedback that’s worth a lot more than the cost of a few donuts! I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment.

Coaching 314

Coaching Feedback Customer effort Surveys 314

Beyond Philosophy

AUGUST 20, 2022

Many customers want a proactive experience because it feels more personal, improving consumer satisfaction. It makes a person feel more important and appreciated when a system tries to recognize what they want. There are benefits to customers with proactive experiences. Organizations benefit, too.

Consulting 56

Consulting Consulting Customer retention Surveys 56