Beyond Philosophy

OCTOBER 29, 2020

One of the remarkable things that came out of the training was the idea that you should have a plan and objective for every meeting. It would be best if you also articulated those things beforehand, estimate the time needed for the meeting, and then stick to it. If it is at the end, then that tells me a lot.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

ShepHyken

NOVEMBER 14, 2023

Alignment with Beliefs and Vision (The Culture): While money may be a basic need, the culture of the organization must meet the employee’s needs and what they value. Employees may tolerate a work environment that doesn’t meet their needs beyond a paycheck, but there is little incentive to stay when something better comes along.

Customer Service 397

Customer Service Customer Experience 397

ShepHyken

NOVEMBER 20, 2020

The workshops are customized to meet the unique needs of your employees. Consider these meetings to keep the feedback flowing: Weekly group meetings. These meetings can help to collect feedback from individual employees. Does your team need to develop a new skill? Bi-weekly one-on-ones.

Customer Service 385

Customer Service Chatbots Education Feedback 385

ShepHyken

MARCH 2, 2022

For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. It could be 15 minutes late for a meeting or 15 days (or more) late for a shipment. Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!”

Surveys 389

Surveys Customer Service Customer Experience 389

ShepHyken

NOVEMBER 7, 2023

This is what helps drive customer loyalty. Is your organization meeting your customers’ needs? Look at each of these “levels” and determine if your organization is meeting your customers’ needs, and if appropriate, feel free to add to the list. This is meant to be a conversation starter.

Customer Service 264

Customer Service Customer Experience 264

ShepHyken

SEPTEMBER 1, 2021

Some of my B2B clients don’t think they have to meet Amazon’s level of service. The big question is this: Regardless of the type of business or industry you are in, have you adapted the way you do business to meet the new expectations of a customer who has been, for lack of a better word, Amazonized ? .

B2B 385

B2B Healthcare Customer Experience Customer Support 385

ShepHyken

APRIL 23, 2024

The experience must, at a minimum, meet your customers’ expectations. You must have a system that collects feedback and gives you a chance to repair and maintain the experience so it continues to meet, if not exceed, your customer’s expectations. Update: Most cars don’t last forever. At some point, you need to replace them.

Customer Experience 359

Customer Experience Advertising Feedback Engineering 359

CCNG

FEBRUARY 24, 2022

Identifying which type of hidden workers could best help your organization meet current employment needs is the first step in defining how to maximize human assets. Choosing one or two that best meet the needs of your organization is a wonderful way to start. The process of finding hidden talent will vary from one company to the next.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

ShepHyken

APRIL 14, 2021

Start by calling a meeting. In all, it will probably take at least two or three meetings. I’m going to summarize the process here. It’s not complicated. It’s actually pretty simple, but that doesn’t mean it’s easy. So let’s jump right into it. Step One: Ask yourself and the team, “Why should people do business with us?”

Finance 386

Finance Customer Service Sales Customer Experience 386

ShepHyken

MAY 26, 2021

This is what great salespeople do to prepare for a meeting with a customer or client. We agreed to meet on Zoom. Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. No doubt, the product would be better for us.

Sales 385

Sales Enterprise Customer Service Personalization 385

Beyond Philosophy

MARCH 31, 2020

Web Meetings and Working from Home (WFH). As a popular Facebook meme goes – now you could see which meetings could easily have been e-mails, which could have avoided travel, etc. Digitization will also speed up in Education and Healthcare. For many organizations, it also means changing how they work internally.

Airlines 499

Airlines Healthcare Government Self service 499

ShepHyken

APRIL 30, 2021

He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. Today, as organizations reel out of the effects of the pandemic, they are increasingly returning the focus on customer service to meet the evolving needs of their customers and also prepare for future disruptions.? .

Customer Service 385

Customer Service Chatbots Analytics Upselling 385

Beyond Philosophy

DECEMBER 6, 2019

When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? If the meeting agenda has Customer Experience at the end, when some people leave to catch a flight, it shows how the culture values the customer work in their overall plans. Is it in there at all?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

JULY 25, 2020

Your experience design should meet those expectations, or you could end up with an “area of conflict” with customers. We then capitalize on this by improving your customer experience to meet these needs thereby retaining and acquiring new customers across the market. Many times, customers want to feel in control.

Advertising 393

Advertising Sales Consulting Consulting 393

ShepHyken

JUNE 2, 2021

Have a meeting and ask these two powerful questions: “What could Amazon do to take away our customers?” Adapt and Adopt: So now that you’re starting to think a little like Amazon, here’s another question to add to your meeting from step four: “What do you like about doing business with Amazon?”

Advertising 361

Advertising Customer Service 361

ShepHyken

SEPTEMBER 11, 2023

Likewise, even the best service may only temporarily excite a customer if the product fails to meet their expectations. ” “If everybody is making their customers generally unhappy, new players will enter and create new ways of meeting customers’ needs.

Automotive 346

Automotive Airlines Benchmark Service level 346

ShepHyken

APRIL 26, 2021

(Street Fight) Here’s how five brands have navigated the changes and adapted their loyalty programs to meet new consumer demands. This article features how five recognizable brands have adapted their customer loyalty programs to meet today’s post-Covid world.

Customer Service 365

Customer Service First call resolution Contact Center Best practices 365

ShepHyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Then, try to meet them where they are so we can anticipate their needs and find opportunities to enrich their experience. .”

Sales 306

Sales Marketing Customer Service Technology 306

Myra Golden Media

SEPTEMBER 10, 2021

Now we’re meeting OCTOBER 26-27 for a FREE online event packed with insightful learning and new opportunities to engage and interact. . We had high hopes – and big plans – to reconvene and reconnect at ACX’21 in Arlington, VA, but remember the saying about best-laid plans? Learn more and register here!

Customer Experience 63

Customer Experience 63

ShepHyken

NOVEMBER 12, 2024

One of the topics of the meeting was a discussion about why a client would leave. But let’s assume the advisor is smart, the advice is sound, and the return on investment meets expectations. I was recently hired as a keynote speaker to talk to a group of financial advisors about client service.

Customer Service 263

Customer Service Customer Experience Customer retention 263

ShepHyken

SEPTEMBER 28, 2021

During times of uncertainty, customers want consistent and predictable experiences that meet their standards. This should be seen in your brand’s messaging and felt in your customer’s experience. Companies have the opportunity to enhance their overall customer experience during tough times.

Sales 382

Sales Customer Experience Personalization Customer Service 382

ShepHyken

APRIL 25, 2023

He liked what he tasted and reached out to the Frito-Lay CEO to set up a meeting. Somehow Montañez landed an appointment to meet with the CEO and other company executives. During the meeting, an executive asked, “How much market share do you think you can get?” Or are you an executive who’s willing to listen?

Sales 276

Sales Customer Service Marketing Personalization 276

ShepHyken

AUGUST 18, 2021

Let’s assume that at least two airlines meet my needs and have availability. Most airlines, at least the major carriers, are close in price and offer similar frequent flier programs, so let’s take those out of the decision process. That leaves airline schedules, seat availability, etc. So, what is the tiebreaker?

Personalization 435

Personalization Airlines Customer Experience Surveys 435

ShepHyken

OCTOBER 7, 2020

In other words, you could have done something to meet or even exceed the customer’s expectations, but failed to take advantage of the opportunity. In the absence of a formal definition, here’s my interpretation of customer disservice. Put simply, it is the missed opportunity to deliver an expected level of service.

Customer Service 422

Customer Service Accountability Sales Personalization 422

ShepHyken

DECEMBER 26, 2023

Regardless of the channel, you need to be there and meet their communication expectations. Today’s customers will reach out to you in the most convenient way. Today, they may call you. Tomorrow, they may email you. Be more convenient – Convenience is about being easy to do business with. Today, it’s table stakes.

Customer Service 413

Customer Service Accountability Customer Experience 413

ShepHyken

SEPTEMBER 15, 2021

I’ve met financial advisors, attorneys, and architects who will charge you for the first meeting with them. That said, I know people who do charge for the privilege of sitting down with them, just to discuss if you want to do business with them or not. You may be thinking, “I could never do that.”

Customer Service 428

Customer Service Customer Experience 428

Beyond Philosophy

JULY 16, 2020

If the experience meets our expectations, then our memory will be positive. If you build up the experience to the point you can’t deliver on the promise, you will sabotage your successful outcome by disappointing customers and not meeting their expectations. However, it was never as good as I thought it was going to be.

Feedback 486

Feedback Consulting Consulting Government 486

ShepHyken

APRIL 9, 2024

But you do have to meet expectations. Companies like Amazon, Chick-fil-A, Apple, and other customer experience luminaries promise great service, deliver on their promises, and set the bar higher for others. You don’t have to be an Amazon or an Apple to deliver amazing service.

Surveys 380

Surveys Customer Service Customer Experience 380

ShepHyken

DECEMBER 9, 2022

And how can you make sure that your customer journey meets or exceeds those expectations? . There are a few key ways to ensure that your customer journey meets or exceeds customer expectations. Brand expectations are the standards that your customers expect you to meet. But what exactly are brand expectations?

Sales 322

Sales CRM Contact Center Customer retention 322

ShepHyken

MARCH 4, 2020

Consider using these quotes as conversation starters in your next team meetings. When you practice enough, it becomes a habit, one that will make your business a success. There you have it—some of my favorite quotes from my newly revised and updated book. What do they mean to you?

Customer Service 422

Customer Service Customer Experience 422