ShepHyken

MARCH 3, 2025

And the businesses that prioritize CXdelivering seamless interactions, personalized service, and reliable experiencesare the ones that lead the way. My Comment: What is CX? My Comment: Do customers really want to use text messaging to communicate with the companies and brands they do business with?

Customer Service 201

Customer Service Customer advocacy Healthcare Consulting 201

Beyond Philosophy

FEBRUARY 6, 2020

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth.

Marketing 405

Marketing Entertainment Consulting Consulting 405

ShepHyken

NOVEMBER 25, 2024

With the tools we have at our disposal today, understanding our customers and personalizing their experience is easier than ever. They did a beautiful job of summarizing the presentations. This article explains some of the benefits of understanding what customers buy and the process they go through as they decide to do so.

Customer Service 176

Customer Service Contact Center Customer Experience Call Center 176

ShepHyken

MAY 26, 2021

Even though this is about a sales presentation, it ties into customer service. After a few minutes of listening to him, I wondered if he knew what we did at Shepard Presentations, so I asked him. And second, be sure to follow through on any promise you make, such as his offer to connect us with the right person.

Sales 375

Sales Enterprise Customer Service Personalization 375

ShepHyken

MARCH 30, 2025

It makes you feel important with personal attention and custom offers. This brief article presents a positive perspective on the concern of how customers will react to higher prices. Understanding Luxury Customer Experience and Its Essential Elements by Vertu (Vertu) Luxury customer experience is more than regular customer service.

Customer Service 176

Customer Service Feedback Surveys Customer Experience 176

Beyond Philosophy

SEPTEMBER 12, 2016

When you ask a person why they bought something, they can always tell you straightaway. Is the person lying? But then, when that same person smells a delicious and unhealthy churro, they ignore the salads Disneyland presents and buy the churro because “I’m on vacation, and I deserve a treat”.

Consulting 0

Consulting Consulting Customer Experience Personalization 0

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

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. 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

DECEMBER 6, 2017

The nudge presents us a bargain too good to pass up, so we buy more shirts than we would have. A good example is in personalizing a text from a job center that booked interviews for candidates. If you want to watch Halpern’s presentation, here you go: Too Soon to Call. We are already going to buy shirts. Attractive.

Healthcare 359

Healthcare Consulting Consulting Customer Experience 359

Beyond Philosophy

JULY 9, 2020

It presents an opportunity to use what we call a Golden Question. A Golden Question is a sort where the answer reveals the “type” of person the respondent is. Second, you can examine how to customize your present experience to serve their needs and concerns and maximize your flexibility.

Consulting 406

Consulting Consulting Marketing Personalization 406

ShepHyken

JULY 7, 2020

They discuss her career history of using amazing customer experiences as a competitive differentiator, plus a few tips on speaking and presenting. Try to make each and every one of your customers feel like they’re the most important person in the room. Top Takeaways: Money should not be your main career goal.

Coaching 328

Coaching Customer Service Personalization Customer Experience 328

Beyond Philosophy

AUGUST 20, 2020

My smartphone feels a lot more personal to me than my PC. Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

Transportation 870

Transportation Surveys Consulting Consulting 870

ShepHyken

JUNE 18, 2021

An agent will have to interact with hundreds of different people per day, and they need to respond accordingly based on a person’s emotional state. A well-suited gift can have an immediate impact on your clients and customers, but the benefits of sending the present in the first place are long-lasting.

Scripts 385

Scripts Customer Service Personalization 385

Beyond Philosophy

SEPTEMBER 13, 2017

When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? When the third option was present, what should have happened? I understand this thinking; I am exactly this person. Not so fast. You rarely make decisions this way—and neither do your customers.

Consulting 373

Consulting Consulting Customer Experience Personalization 373

ShepHyken

SEPTEMBER 25, 2020

But how can you stay efficient and drive revenue while still delivering radically personal customer service? Here are 4 ways companies are delivering radically personal and efficient customer service this holiday season to win over customers and maximize revenue. 1) Start making hyper-personalized recommendations.

Contact Center 292

Contact Center Upselling Personalization Sales 292

Beyond Philosophy

MARCH 7, 2019

I went to a presentation about the results of our research concerning customer satisfaction with some of our key products and services. I was taken by the fact the person presenting was presenting it as if to say, “I don’t know why I bother in presenting this to you.” I stopped her and asked her why.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

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. We make decisions out of the ‘feelings we have’ not the facts and figures that are presented to us. Dale Carnage.

Personalization 356

Personalization Customer Experience Customer Service Marketing 356

ShepHyken

APRIL 2, 2019

The Interview with Jeff Toister: It’s difficult to not take angry customers personally. Have a conversation with the employee and involve them in problem-solving for the present and the future. How can I not take angry customers personally? Instead, ask “why?” and suspend judgment. How can I improve my customer service?

Customer Service 324

Customer Service Personalization 324

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. I had a terrible presentation to a C-suite for a retail client once. It is not just fringe Internet groups that do this, however.

Consulting 390

Consulting Consulting Customer Experience Management 390

Beyond Philosophy

AUGUST 15, 2020

This slant is the result of our self-presentational concerns. In other words, we don’t want to come across as a negative person. Professor Melumad says there are two important points about these boundary conditions, which include: People are more likely to disclose personal information on their phones than their computers.

Consulting 345

Consulting Consulting Personalization Surveys 345

Beyond Philosophy

JANUARY 14, 2023

For example, I like to make drawings with pen and paper during my sales presentations with a contact. However, there are several signals that a person sends when they are ready to buy. 7:20 Ryan presents the Rubicon Model and how it applies to our psychology around decision making. If they do, it’s a good sign.

Consulting 243

Consulting Consulting Sales Surveys 243

Beyond Philosophy

DECEMBER 19, 2017

They include: Personalization. I see these two things being major contributory factors to the lack of success of UK companies, and it hurts me to say that, being a proud British person working in this field since 2002. There’s no better time than the present, either. Time and Effort. Resolution. Expectations. The Good News.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Hodusoft

DECEMBER 11, 2024

From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? The post From Automation to Personalization: How AI is Shaping the Future of CX appeared first on Hodusoft. Ask for a Free demo!

Personalization 52

Personalization Contact center software Metrics Customer retention 52

Beyond Philosophy

SEPTEMBER 17, 2020

Even if a person doesn’t consider themselves “fashionable,” they know there are things they would rather look at than other things. . You will recall that Framing Effects refer to how the way you present choices affects people’s perception of them. There is a universal appreciation of aesthetics.

Consulting 409

Consulting Consulting Customer Experience Customer Care 409

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. Even handling negative feedback offers valuable opportunities for growth.

Journey mapping 333

Journey mapping Upselling CRM Feedback 333

ShepHyken

SEPTEMBER 27, 2019

The chance to shock and awe your customers will arise when they present you with a problem that needs solving. There will also be times when a customer presents you with a problem that you’ve never dealt with before. Step 4: Awe – Keep Your Promise and Personalize It. Personalization is how you will truly awe them.

Customer Experience 299

Customer Experience Personalization Customer Service Marketing 299

Beyond Philosophy

SEPTEMBER 24, 2020

Professor Hamilton explained that science is a rigorous identification and measurement of phenomena, leading to understanding it systematically and then presenting it with a causal link or a theory. Fortunately, he is also the co-host of our podcast, The Intuitive Customer , and we discussed what Customer Science is on a recent episode.

Entertainment 348

Entertainment Consulting Consulting Finance 348

ShepHyken

MAY 4, 2022

I thought to myself, “That is an amazing person. To share compliments like Bailee, you have to be engaged and present for each and every customer. . She commented on shoes, shirts, coats, and more. The point is that each and every passenger received a greeting and a compliment from Bailee. . Compliments must be genuine.

Airlines 334

Airlines Customer Service Personalization Customer Experience 334

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. When you begin designing the improved experience, you need to understand all the moments of your present experience. A theory is great. It gets you thinking, designing and planning.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

TechSee

DECEMBER 11, 2024

Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts. Looking ahead, 2025 presents exciting opportunities to refine and expand these innovations.

Self service 109

Self service Enterprise Finance Healthcare 109

ShepHyken

JULY 17, 2023

Equality is about treating each person with respect regardless of their background. It considers historical and present-day disadvantages and makes sure that each individual has the appropriate resources to succeed. They are 70% more likely to capture a new market and 35% more likely to outperform their competitors.

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

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

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. Once you have the buy-in from your organization, you need to figure out what you need to change in your present experience to evoke these emotions. It was a tough audience.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

JULY 14, 2022

Here’s a great example of this type of humor from Studio C featuring Scott Sterling’s face : A lot of sarcasm, especially barbed sarcasm where the other person doesn’t pick up on it, would be an example of humor inspired by the Superiority Theory. Humor is universal, but what makes people laugh is not.

Coaching 413

Coaching Consulting Consulting Personalization 413

Beyond Philosophy

OCTOBER 9, 2017

For example: They present a consolidated view of my activity with the company. When someone sees the company provides an 800 number to call when troubleshooting (Stimulus), customers feel “comforted” and “relieved” (Response), and these feelings make them likely to recommend the company to another person (Effect).

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364