Beyond Philosophy

AUGUST 21, 2020

The second key takeaway from this study is that the reviews written on phones were more persuasive. For example, in one study, she asked participants to admit to and describe an embarrassing product purchase they made, and they did—on their phones. Then, researchers asked the participants how compelling the reviews were.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

JUNE 25, 2020

Years ago, at Stanford, researchers did a study about recalling information at the proper time. Midway, the research team brought the participants in as two groups for a different study. This study reveals an essential concept of advertising. The research team had students write down everything they ate for a couple of weeks.

Management 472

Management Entertainment Consulting Consulting 472

CCNG

SEPTEMBER 3, 2020

Showcasing over 50 case studies and stories, these tools demonstrate the “how to” of reengineering your leadership skillsets for the virtual/work-at-home environment so that your organization can thrive with off-the-charts performance.

Customer Care 369

Customer Care Gamification Contact Center Management 369

Beyond Philosophy

AUGUST 20, 2020

The second key takeaway from this study is that the reviews written on phones were more persuasive. For example, in one study, she asked participants to admit to and describe an embarrassing product purchase they made, and they did—on their phones. Then, researchers asked the participants how compelling the reviews were.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

OCTOBER 10, 2016

Several studies have shown this to be the case. But rather than a dry study, here’s a great example from Lifehunters on YouTube: These are food experts, ostensibly with refined palates, and they couldn’t tell the difference without the packaging.

Consulting 419

Consulting Consulting Banking Customer Experience 419

ShepHyken

JANUARY 24, 2020

A Dale Carnegie study found that companies with high employee engagement outperform those without it by 202%. According to a study by Aberdeen , companies with engaged employees experience a 233% greater customer loyalty and 26% revenue increase. More often than not, bad customer service can be attributed to employee ambivalence.

Customer Service 346

Customer Service Employee engagement Morale Technology 346

ShepHyken

AUGUST 18, 2021

There might be several answers to that, but when you look at the results of the 2021 ACA study, three-quarters of customers are more likely to come back because the company, in this case an airline, knows who they are. . If that were all there was to it, safety and on-time performance, then what could break the tie? .

Personalization 435

Personalization Airlines Customer Experience Surveys 435

Beyond Philosophy

SEPTEMBER 13, 2017

An example of this concept comes from a study that gave people a choice between two different cameras, a Minolta priced at $170 and a second Minolta with more features at $240. In another study at Duke University, researchers had people go on a “virtual road trip.” And don’t get me started on the beds! Fairy tale stories are one thing.

Consulting 373

Consulting Consulting Customer Experience Personalization 373

ShepHyken

APRIL 9, 2024

Then, I shared the findings from a study by Vanderbilt University professors Anthony J. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.

Surveys 380

Surveys Customer Service Customer Experience 380

Beyond Philosophy

APRIL 9, 2021

Among other things, Dunbar studied how people and animals processed group sizes. He started off studying apes, chimps, and monkeys in their social networks. The number was around 150, which, through verification of other studies, became known as Dunbar’s number. However, this isn’t a surprise.

Management 391

Management Accountability Consulting Consulting 391

ShepHyken

MARCH 27, 2023

According to this article that cites a Fusion Connect study, 90% of businesses are willing to pay more for better service. According to a Cornell University study cited in this article, over “50% of respondents in the study reported being prescribed medication to alleviate stress and anxiety. How much more?

Customer Service 57

Customer Service B2B Customer retention CRM 57

Beyond Philosophy

JUNE 28, 2019

He also studies neuromarketing, which is how the brain works when we make decisions. When studying the photos of the past five years of summer Olympic medalists, it was clear that gold was happiest, naturally, followed by bronze, and silver, ironically and yet understandably, coming in last on the happiness meter.

Customer emotions 304

Customer emotions Customer retention Consulting Consulting 304

Contact Center Pipeline

SEPTEMBER 24, 2020

According to a Blackhawk Network study, […]. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy. In a service-based economy, positive customer interaction is more important than ever.

Analytics 279

Analytics Contact Center Call Center Technology 279

TechSee

JUNE 16, 2021

Visual assistance adoption case study: European Telecom. Visual assistance adoption case study: Costa Express . Visual assistance adoption case study: WCTel. A leading European CSP provides internet, 4G mobile and TV services to 20.5 million domestic and business customers.

Best practices 251

Best practices Wireless Enterprise First call resolution 251

ShepHyken

JUNE 14, 2021

AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business.

Customer Service 261

Customer Service Customer retention Personalization Surveys 261

ShepHyken

JULY 17, 2023

Studies have shown that companies devoted to DEI (diversity, equity, and inclusion) earn 140% more revenue. According to our 2023 Achieving Customer Amazement Study , sponsored by Five9 , 43% of consumers believe it’s important that a company has a social cause that’s important to them.

Customer Experience 296

Customer Experience Marketing Surveys Personalization 296

AWS Machine Learning

SEPTEMBER 26, 2024

Video generation has become the latest frontier in AI research, following the success of text-to-image models. Luma AI’s recently launched Dream Machine represents a significant advancement in this field. This text-to-video API generates high-quality, realistic videos quickly from text and images.

Scripts 128

Scripts APIs Metrics Management 128

ShepHyken

JULY 23, 2021

According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. . He writes about how using a learning management system (LMS) expedites employee skill development in your organization.

Feedback 414

Feedback Surveys Management Employee engagement 414

ShepHyken

FEBRUARY 28, 2020

He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Studying their techniques and learning from them can open doors for you. Jim didn’t win every sale, who does, but he always outperformed his counterparts.

Airlines 318

Airlines Sales Employee engagement Customer Experience 318

ShepHyken

SEPTEMBER 17, 2021

One study shows that 80% of consumers care as much about the experience a company provides as about its products and services. And 54% in another study said the customer experience at most companies needs improvement. .

Customer Experience 285

Customer Experience Consulting Consulting Customer Care 285

ShepHyken

AUGUST 4, 2021

This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. Here’s a peek at some of the findings from the ACA study. Read more stats and facts in the 2021 ACA study that will help guide your decisions as you improve your customer service. Customers want: .

Customer Support 245

Customer Support Surveys Customer Service Personalization 245

Beyond Philosophy

JANUARY 29, 2021

Scientific studies often show that one small change produces enormous outcomes. While the study produces enormous outcomes, it only produces them within the experimental environment’s conditions. In addition to software companies, science also promotes silver-bullet solution thinking.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

ShepHyken

JULY 4, 2023

However, it did make studying easier. So, on your way out of today’s class, you will receive a sheet with all the formulas you need to solve the problems on the test.” Believe me when I tell you that having the formulas didn’t make taking the test easier. I didn’t have to spend time memorizing formulas.

Customer Service 344

Customer Service Customer Support Technology Personalization 344

CCNG

OCTOBER 26, 2024

A study by the International Customer Management Institute (ICMI) highlights the financial impact of inefficiencies. Their 2023 study found that reducing average handle time (AHT) by just one second per call can save the average large contact center up to $1 million annually.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

ShepHyken

MARCH 8, 2021

My Comment: Here is a fascinating study of online shopping behavior. (TIDIO) We surveyed 1,000+ online shoppers in the US to probe into the latest customer experience trends. Dive into our original customer service statistics for 2021.

Airlines 374

Airlines Customer Service Coaching Surveys 374

Beyond Philosophy

JULY 18, 2020

Ghosh studies AI and its overlap with behavioral economics. This AI helps companies learn how people react to their product or brand from studying customers’ micro-expressions or from picture data analysis. Key Takeaways. AI is great at determining how a large group feels in general, but not individually.

Customer emotions 286

Customer emotions Education Consulting Consulting 286

Beyond Philosophy

JANUARY 12, 2024

TransUnion’s published a study that unveiled a staggering 1500% spike in shipping fraud between 2019 and 2021, likely spurred by the flourishing ecommerce landscape and the surge in digital solutions post-pandemic. Messente , a dedicated business messaging platform, notes the surge in package delivery scams.

Customer Experience 221

Customer Experience Personalization Management 221

ShepHyken

JULY 19, 2021

This article includes a summary of some key points along with some stats from my 2021 Achieving Customer Amazement study. .” Jennifer Featherling, director of contact center technology at Priceline, was also part of the program. Go to The Customer Focus to learn more about our customer service training programs.

Chief Customer Officer 391

Chief Customer Officer Customer Service Best practices Contact Center 391

Beyond Philosophy

OCTOBER 12, 2016

Based on the study of behavioral economics, my latest book co-authored with Emory University’s Professor Ryan Hamilton seeks to explain these connections to facilitate a better understanding of why customers do what they do. As Customer Experience Consultants in 2016, we are delving into what causes a person to feel emotions these days.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

JANUARY 10, 2018

Researchers Claudia Custodio in London and Stephan Siegal at the University in Washington in Seattle specifically studied whether this advantage also made oldest children more likely to become CEO of a small or mid-sized company.

Consulting 379

Consulting Consulting Customer Experience 379