ShepHyken

OCTOBER 7, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is true personalization? How can AI enhance personalization? How does personalization contribute to customer loyalty and satisfaction? How can businesses balance personalization with customer data privacy concerns?

Personalization 245

Personalization Consulting Consulting Customer Service 245

Beyond Philosophy

APRIL 12, 2024

Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they’re being watched. Therefore, it is important to remember that context and who’s doing the personalizing matter. Small businesses nail personalization. But big companies?

Personalization 221

Personalization Marketing Sales Technology 221

Beyond Philosophy

APRIL 18, 2024

Listen to the podcast: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

Personalization 195

Personalization Advertising Technology Marketing 195

ShepHyken

NOVEMBER 2, 2022

If every time you contact the customer, be it in person, over the phone, by email, texting, or any other form of communication, and all you do is sell, sell, sell, the customer will tune you out. Make it personal. At least make it appear to be personal. The wrong content destroys the personalization effort. .

Education 344

Education Personalization Customer retention Sales 344

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? So, for instance, if you see somebody cut somebody else off in traffic, you might conclude that the person is a bad driver. You might even think that “lousy driver” is a core characteristic of them as a person. .

Consulting 448

Consulting Consulting Call Center Personalization 448

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs. We employ the phone for personal contact with friends and family. We Love Our Phones.

Transportation 870

Transportation Surveys Consulting Consulting 870

Steve DiGioia

MAY 23, 2022

All “In-Person” Service is Local. All in-person service is local. Or what if you’re a franchised hotel that cannot match the rates of the corporate properties because you don’t offer the same amenities? Can you still provide the same level of service as others? I say yes, and you can even surpass them.

Personalization 361

Personalization Marketing Customer Service 361

Beyond Philosophy

FEBRUARY 14, 2020

He also sees a future where brands interact with people as if the brand was a person. We also discuss the essential considerations that every brand should make before launching their personalized interactions that aim to deepen the customer relationship and facilitate customer-driven growth.

Technology 488

Technology Consulting Consulting Accountability 488

ShepHyken

JANUARY 1, 2021

Especially at times when personalized customer experience-focused companies win. In this post, you’ll find tips on how to write personalized, positive, clear, and unique emails your customers will love. They won’t like that because they want a personalized experience. This is not a good way to do business. Shorten the Copy.

Customer Service 405

Customer Service Customer Support Education Personalization 405

ShepHyken

FEBRUARY 12, 2024

How can AI be used to personalize and contextualize customer experiences in contact centers? When creating a positive customer experience, understanding the value of personalization and empathy is crucial. What are the challenges in finding the right balance between technology and human support in customer experiences?

Brand ambassadors 398

Brand ambassadors Contact Center Healthcare Self service 398

ShepHyken

OCTOBER 28, 2020

It turns out that I’m not the first person to come up with this. TV Personality, Steve Harvey , has given himself the title of CLO. is the person who makes sure others in the company express gratitude toward customers (and employees). …in We have a social media and marketing person whose title is Director of Reputation.

Real estate 405

Real estate Personalization Marketing Customer Service 405

ShepHyken

SEPTEMBER 8, 2021

And sometimes, even when they have the information, they find it difficult to find the right person to talk to. Second, if the customer reaches the wrong person on the first attempt, be sure that the employee knows who the right person is. A couple of suggestions here.

Personalization 424

Personalization Customer Support Sales Customer Service 424

ShepHyken

JANUARY 6, 2021

Personalization at a digital level is getting more personal. As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Not every company will go 100% remote, but the option is there if they want to go to that level.

Chatbots 431

Chatbots Surveys Self service Personalization 431

ShepHyken

OCTOBER 20, 2024

Personalization Done Right by Mark Abraham and David C. Spotify attributes a large part of its success to its personalized recommendations—its user base and revenues have both increased by 1,000% in the past decade to more than 600 million users and $14 billion, respectively. That is the epitome of successful relationship marketing.

Customer Service 203

Customer Service Customer centricity Entertainment Airlines 203

ShepHyken

JULY 9, 2021

Send a Personal Welcome. There are many ways to send a personal welcome —?for If you own or work in the marketing department for a service business, you can also send personal emails to all of the company’s new clients. This is a nice, personal touch. first-round interview questions ? first-round interview questions ?or

Consulting 365

Consulting Consulting Enterprise B2B 365

ShepHyken

APRIL 29, 2022

As I researched new ideas for this edition of The New Rules of Marketing and PR , I conducted interviews either in person or on Zoom. In my view, collecting a ton of personal information from customers means we have an obligation to better serve our customers with offers, personalized communications, and more.

Big data 421

Big data Marketing Personalization Customer Service 421

ShepHyken

MARCH 11, 2024

Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Businesses that prioritize personalized attention to their customers can establish a bond that goes beyond simple transactions, creating a loyal and committed customer base.

Customer Experience 398

Customer Experience Entertainment Customer centricity Personalization 398

ShepHyken

MAY 25, 2021

You can tell a lot about a person by how they talk to other people that are not from a high-level position within your organization. Service aptitude is a person’s ability to exceed expectations. Should you hire for personality or skill? When hiring someone, let them interact with other people in your business.

Coaching 76

Coaching Personalization Customer Service Customer Experience 76

ShepHyken

JULY 22, 2020

This is the person I want on my side. This is exactly the kind of person—in any company—I want to talk to whenever I call for help, have a question or even a complaint. This is the customer service rep I want to talk to every time I call the company. This is my “new best friend” at the software company. He will fight to make me happy.

Sales 421

Sales Customer Service Personalization Customer Support 421

Beyond Philosophy

JUNE 22, 2023

The book introduces the idea of personal policies, which are rules we set for ourselves to guide our decisions. Rules, not decisions : These personal policies are based on our values and priorities and guide our operations. For example, when it is easy to do and benefits the other person a ton, you should do these things.

Personalization 358

Personalization Marketing Consulting Consulting 358

ShepHyken

AUGUST 27, 2021

An experience leads to the development of perception in a person. They look for recommendations from a 3 rd party or another person. Creating personal relationships to build trust . Personalized experiences are the keys to such strong bonds between customers and a brand.

Customer Experience 407

Customer Experience Technical Support Customer advocacy Finance 407

ShepHyken

JANUARY 4, 2023

Personalization Gets More Personal – Today’s customers are experiencing hyper-personalization. A better word for personalization might be individualization. Our customer service research (sponsored by Amazon) found that year over year, customers’ expectations of these basics increased.

Customer Experience 368

Customer Experience Customer Service B2C Self service 368

Beyond Philosophy

JUNE 15, 2023

Nevertheless, we treat them as if they’re an entity, almost human-like, and we form something close to a personal connection with them. Develop a brand personality that aligns with your target customer’s emotions, values, and beliefs. Brands have personalities. However, this part isn’t relevant to customers.

Banking 363

Banking Construction Accountability Advertising 363

Beyond Philosophy

JANUARY 8, 2021

Usually, when people talk about that, it’s in the third person, meaning that someone will impose the new normal upon us. I would encourage us to put that in the first person. As I mentioned before, your customers have changed through their personal experiences. We hear the phrase ‘the new normal’ a lot.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

ShepHyken

DECEMBER 16, 2020

He was professional and personable. It makes them feel unappreciated—and in some cases, more like a number than a person. In a note to the company, she wrote the following: “You all exceeded my expectations and I just have to say Thank You ! I LOVED that the office called me this morning to tell me that Mark was on his way.

Customer Service 401

Customer Service Personalization 401

ShepHyken

MARCH 10, 2021

And, when they talk to one person in your organization who is out of alignment, do you know what they think? They think everyone in the company is like that one person who isn’t delivering the typical experience you want your customers to experience. And don’t think customers won’t notice.

Coaching 405

Coaching Customer Service Personalization Management 405

ShepHyken

AUGUST 25, 2021

The same goes for when I’m transferred to another person. One time doesn’t always mean the customer won’t be transferred to someone else, however, when they are transferred, the next person should know why the customer is calling. There is no need for this. . I recently posted that message to social media. The goal is simple.

Average Handle Time 405

Average Handle Time Metrics Customer Support Customer Service 405

ShepHyken

JUNE 15, 2021

His personal creed is ‘Make a Promise, Keep a Promise’ and he applies it in both his personal and professional life. .” About: Steve Bederman is the President and CEO of NobelBiz , a Contact Center Technology Company that offers state-of-the-art solutions for companies that want to keep their clients happy.

Multichannel 405

Multichannel Contact Center Customer Service Technology 405

ShepHyken

AUGUST 31, 2023

Positive word-of-mouth and referrals Smooth, personalized customer journeys result in great customer experiences. More cross-selling and upselling opportunities Targeting customers with personalized recommendations can generate significant revenue growth.

Journey mapping 343

Journey mapping Upselling CRM Feedback 343