Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , says that video could be the missing link between your customer and the expert in the contact center. Video can be the untapped jewel of your experience design.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

CCNG

JANUARY 29, 2025

Agent Multi-Channel Support: Agents communicate differently across various channels, whether its phone, email, text, social media, chat, or video. This ensures everyone gets the answers they need without being overwhelmed or confused. KMS platforms make sure the knowledge is tailored to fit each platform.

Multi-channel support 311

Multi-channel support CCNG Management Contact Center 311

CSM Magazine

OCTOBER 31, 2024

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Clear goals will guide the content and structure of your videos.

Customer Service 52

Customer Service Scripts Morale Feedback 52

ShepHyken

NOVEMBER 12, 2024

If the competition offers a product or service you don’t, you risk losing your customer. Like most articles and videos I create with lists, these aren’t the only ideas to consider. They Have Something You Don’t: This is a tough one to beat. But they will serve as a good conversation starter.

Customer Service 252

Customer Service Customer Experience Customer retention 252

ShepHyken

DECEMBER 24, 2024

As I considered my answers, I realized that the subscribers to my newsletter and videos would also enjoy them. Luke Jamieson, a customer experience (CX) thought leader in Australia, asked me to answer 20 customer experience questions in a lightning round style for one of his projects. There is a lot here, so Im breaking it into two parts.

Customer Experience 225

Customer Experience Customer Service Sales 225

ShepHyken

FEBRUARY 18, 2025

Technology like video conferencing, AI, or automated systems should be used to simplify processes and build meaningful connections. Everyone in the organization, from new hires to top executives, must be open to learning and change. Embracing technology should enhance, not replace, the human connection.

Customer Service 219

Customer Service Construction Metrics Feedback 219

ShepHyken

OCTOBER 29, 2024

If you’ve been reading my weekly newsletters or watching my videos, it means you’ve been investing in yourselves and your company by creating an experience that doesn’t scare customers away … but it may scare your competition. I’ve created a list. That’s a rhetorical question.

Personalization 213

Personalization Customer Service Customer Experience Management 213

ShepHyken

JANUARY 7, 2025

If you are more of a visual person, check out my videos on ShepTV. Each week, I release a video based on one of my blogs. That and so much more is the wisdom that Turner, president of Pinnacle Financial Partners, shares in one of the top downloaded podcast episodes of the year. Thank you for subscribing and tuning in!

Customer Service 198

Customer Service Customer Experience Personalization 198

ShepHyken

MAY 27, 2020

After searching a company’s website for video tutorials on how to use their products, Jared reached out to them through their contact form with a question. He asked, “Do you know of any videos or instructions that can help get me going on a project?”. There are videos posted by customers. Where were those videos?

Customer Service 331

Customer Service Customer Support Customer Experience 331

TechSee

NOVEMBER 4, 2024

It involves the development of algorithms and techniques that allow machines to “see” and make sense of digital images, videos, and other visual data. Visual AI is AI that processes an image or video, understanding every element of what is in the image or video. They say that a picture is worth a thousand words.

Telecommunications 109

Telecommunications Personalization Customer Experience Technology 109

Myra Golden Media

JUNE 18, 2021

Here’s our week eight video training. Download the cheat sheet I talk about in the video. Learn about my customized 30-minute video training for your team, shot from my broadcast studio in Tulsa. Jack Cooper’s managers are ready to preempt escalations and manage conflict.

Management 317

Management Customer Experience 317

ShepHyken

FEBRUARY 23, 2025

Is brand love random, based on the latest viral video? As you read it, you may think, Hmm, this could work for B2C, too! Why Do Customers Love Certain Brands? by Dan Gingiss (Dan Gingiss) Why do customers love certain brands but not others? Or is it strategic, based on an intentional focus on customer engagement?

B2C 198

B2C Customer Service B2B Marketing 198

Beyond Philosophy

DECEMBER 2, 2023

So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. In this episode we explore the points made by Tom in his video along with our take on AI and Customer Experiences. To learn more, click here. Tom makes an excellent point.

Customer Experience 359

Customer Experience Consulting Consulting Education 359

Myra Golden Media

FEBRUARY 24, 2022

So often that I recorded an answer in a short video. If you suspect you’re dealing with a person with mental illness, my two-minute video may help. . “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?” Continue the conversation with me?

Personalization 334

Personalization Management Customer Service Customer Experience 334

Toister Performance Solutions

NOVEMBER 14, 2024

This training plan uses a unique approach to training videos. Identify a goal for the training Decide how to prepare your team Create a plan to help the team use their new skills Use this how-to video for more details: Step 2: Announce the training. Complete the activity that goes with each video. Why is it important?

Customer Service 92

Customer Service Coaching Best practices Contact Center 92

ShepHyken

JANUARY 29, 2020

Almost everything I’ve written about and shared via video since I’ve been in business for more than 38 years has been about customers—specifically, getting customers to love doing business with you, come back time after time and become an extension of your sales and marketing efforts by evangelizing your products and services.

Sales 392

Sales Marketing Customer Experience Customer Service 392

Callminer

FEBRUARY 23, 2021

Video chat assistance is on the rise. “FaceTime video chatting was just the beginning. Video customer service is coming. Requests are coming in from clients who want to offer video customer service. One-way video chatting (they see our agent, but the agent does not see them) or an app could be used to offer this.

Call Center 376

Call Center Technology Banking Contact Center 376

Myra Golden Media

AUGUST 26, 2021

Watch the video. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy. Was This Helpful?

Customer Service 357

Customer Service Customer Experience 357

ShepHyken

AUGUST 8, 2022

7 Ways Videos Improve Customer Experience by Andre Oentoro. My Comment: In short, this video is “hot.” People love watching videos. That’s why people are spending hours watching videos on YouTube, TikTok, etc. So, why not move some of those eyes to videos related to your products and services?

Customer Service 60

Customer Service Customer retention Customer Experience Marketing 60

ShepHyken

AUGUST 31, 2021

It’s not about the next marketing campaign or splashy video. He is an author of two books ( The Experience Maker and Winning at Social Customer Care ) and the host of multiple podcasts and video series. Even those working in the back office without direct customer interaction should always have the customer in mind. Shep Hyken ?is

Coaching 370

Coaching Marketing Customer Care Customer Experience 370

Myra Golden Media

OCTOBER 9, 2020

In this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure. Grab your slides from this video for quick reference to the four tips. Getting customers to accept your word as final comes down to two things: A strategic framework and confidence.

Management 296

Management Customer Experience 296

AWS Machine Learning

FEBRUARY 28, 2025

AI use cases include video analytics, market predictions, fraud detection, and natural language processing, all relying on models that analyze data efficiently. Customer challenge Our customer specializes in developing AI models for video intelligence solutions using YOLOv8 and the Ultralytics library.

Benchmark 103

Benchmark Best practices Engineering Technology 103

ShepHyken

JULY 15, 2022

Within 30 minutes of the scheduled call, you make them a quick self-recorded video thanking them and sharing your excitement. You immediately record another welcome video, this time screen sharing directions once insider plus expert hacks to help them get off and running.

Coaching 339

Coaching Customer centricity Accountability Feedback 339

Beyond Philosophy

AUGUST 27, 2022

10:45 Hogarth’s research indicates that there are two environments under which intuitions form, kind and wicked, which has a video that explains it well. 15:51 We discuss how you might not always know which kind of environment you are in, kind or wicked, and are often fooled; this video also explains how people get fooled and why.

Consulting 354

Consulting Consulting Surveys Customer Experience 354

ShepHyken

AUGUST 25, 2020

Top Takeaways: Using video can be a great way to connect with your customers and collect their feedback. It is possible to use technology such as video to build customer connections globally from the comfort of your own home, which can even prompt customers to be more truthful and go deeper in the feedback they provide.

Feedback 306

Feedback Enterprise Customer Experience Technology 306

ShepHyken

MARCH 11, 2020

The next step was a video orientation. Yet consider how much easier it would be for a potential employee to make a decision about applying for a position at a company if they could watch a video to help them understand the company’s culture—or perhaps the position itself. Only then was it time for the first interview.

Personalization 346

Personalization Customer Service 346

Beyond Philosophy

FEBRUARY 27, 2020

Here is a video that demonstrates how it worked: To a child, the marshmallow is the monetary equivalent of the Hyperbolic Discount we feel about the $100. If you watched the video, then you see how the kids struggle with self-control, except for a couple, who unapologetically ate the first marshmallow. .

Consulting 468

Consulting Consulting Education Sales 468

Myra Golden Media

JUNE 29, 2021

And I’m facilitating five online video sessions!!! Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. After the year we’ve had, I’m so ready to celebrate with you, to celebrate with you!

Customer Service 317

Customer Service Customer Experience 317

Myra Golden Media

NOVEMBER 20, 2020

Watch my video to get two powerful techniques you can use to preempt an escalation when you get pushback. If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want.

Customer Experience 317

Customer Experience 317

CCNG

SEPTEMBER 3, 2020

Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment.

Customer Care 369

Customer Care Gamification Contact Center Management 369