Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. We Are More Emotional on Our Phones Than Computers. To me, this makes sense at an intuitive level.

Transportation 348

Transportation Information Technology Consulting 348

Experience Investigators by 360Connext

AUGUST 3, 2021

But I get nervous when people ask me about customer experience shortcuts. And one quick note: These quick-win activities are part of our 21-Day CX Challenge. With 21 days of simple, actionable missions, our 21-Day CX Challenge can help you create fewer ruined days for your customers. Who doesn’t love a quick win?

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

CX Accelerator

JANUARY 14, 2024

We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. It is free and will always be free for our members. We'd be honored to have you!

2024 182

2024 Customer Experience Customers 182

ShepHyken

APRIL 16, 2024

She was friendly and funny, and her positive attitude about her job inspired us. Most people would agree it’s much more fulfilling to aspire to excellence than to settle for mediocrity. When we aspire to excellence, it makes us feel better about our jobs and what we’re doing. What a great attitude! Don’t be ordinary.

Workshop 148

Workshop Hotels Customer Service Training Books 148

Bill Quiseng

DECEMBER 6, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company.

Leadership 158

Leadership Engagement Financial Loyalty 158

BlueOcean

MARCH 7, 2024

“The relationship between our organization and Blue Ocean is so special and unique,” said the Senior Director of Customer Success & Product Delivery at the client. Since the beginning, I knew there was something unique about this company. This award affirms that we are succeeding in our pursuit of excellence.”

2024 177

2024 Sales Customer Service Sports 177

ShepHyken

JULY 29, 2020

I want to predict the experience I’m going to have with the people and places I do business with. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. We want our products to always work and do what they are supposed to.

Customer Service 254

Customer Service Hospitality Customer Service Training Customers 254

TechSee

SEPTEMBER 28, 2023

What would it take to make people want Generative AI? Do people know what Generative AI is? However, only 7% of people use it daily, rising to 12% weekly. Why are people concerned about Generative AI? At a high level, people are concerned about data privacy, safety, and reliability.

2023 124

2023 Download User Experience Innovation 124

Customer Bliss

FEBRUARY 18, 2022

Over the last two years, I’ve had the pleasure of interviewing many of the people on the list, so I’ve pulled out some of my favorite highlights from our conversations that look to the future of experience leadership. He explains that it’s about caring what needs to be done today in order to keep a customer or employee.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

ShepHyken

APRIL 9, 2024

Most people think satisfied customers are happy and will come back. 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.

2024 139

2024 Workshop Customer Service Training Customers 139

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

First, most business people aren’t taught to think this way. Instead, we’re told to create business plans that include pages and pages about GETTING customers. It’s all about operations, processes, and financials. It’s understandable that our roles are defined by the internal processes and operations of our businesses.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

Bill Quiseng

NOVEMBER 22, 2023

NOW is our time for a CX Revolution! For starters, customer experience or CX is about the customers’ emotional value of their experiences. This is our time for a CX Revolution! This is our time for a CX Revolution! This is our time for a CX Revolution! Let’s not just serve to sell to our customers.

Customer Journey Mapping 97

Customer Journey Mapping Customer Service Training Customer Care NPS 97

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

Beyond Philosophy

MARCH 28, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” Eating right has become part of our lifestyle.

Presentation 78

Presentation Hotels Culture Sales 78

Bill Quiseng

JANUARY 3, 2022

We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion. We express information, and our suggestions and recommendations. We RECOGNIZE, honor, and offer accolades for our team’s acts of service.

Customer Care 200

Customer Care Customer Service Culture Customers 200

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. What brought this up was a podcast listener who had a pickle they wrote us about. She asked the right blokes about this one. Value is fundamental here.

ROI 78

ROI Return on Investment Measurement Customers 78

Bill Quiseng

JUNE 28, 2023

For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. They care more about profits and didn’t care much about their patients. They only care about how big the doctors and nurses care about them. This is our time. Well, no more! Let’s be loud and proud.

Healthcare 165

Healthcare Hospitality Social Media Financial 165

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. People tend to lash out when angry.

Connections 88

Connections Loyalty Brands 2005 88

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. It’s our job to determine what it is. Both are fair questions.

Books 78

Books Customers Insights Marketing 78

Bill Quiseng

JANUARY 10, 2022

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Recognizing “People First”, leaders will CARE for their people.

Leadership 167

Leadership Culture Loyalty Engagement 167

Customer Bliss

JANUARY 17, 2020

That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life? It made my career.

Chief Customer Officer 327

Chief Customer Officer Banking ROI Blog 327

Beyond Philosophy

JULY 16, 2022

If you do, could vote for us in the People’s Choice Podcast Award? Our first pickle comes from Jane, who works at a large business-to-business company. Our second, extra pickle, comes from Elizabeth, who asks, how is inflation affecting people’s ability to buy? Tell us about it here. Thanks very much.

Consulting 157

Consulting Voice of Customer Financial Consumers 157

Customer Bliss

AUGUST 30, 2021

She personally writes letters to the parents of her top 400 executives describing how the values they instilled benefit PepsiCo, saying “Thank you for the gift of your child to our company.”. Find & Hire People Who Align With Your Company Values. Hire People Who Will Make Your Company Unforgettable: A Case Study.

Books 310

Books Hotels Travel Connections 310

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. We get about 60 calls a day, on average these take about 7.5

Technology 207

Technology Reference Connections Demo 207

Beyond Philosophy

DECEMBER 7, 2023

As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. Moreover, organizations have fewer people.

2024 88

2024 Customer Experience Workshop Call Center 88

ShepHyken

MARCH 18, 2024

I have added my comments about each article and would like to hear what you think too. My Comment: Let’s kick off this week’s Top Five with another excellent article from my friend Dan Gingiss, who writes about your competition – and it’s not who or what you think. Here are my top five picks from last week.

2024 78

2024 Article Customer Service Government 78

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! We want to improve the traffic on our website.

Customer Engagement 157

Customer Engagement Engagement Social Media Definition 157

Beyond Philosophy

JULY 16, 2020

She, along with colleagues, published about the Return Trip Effect. Chen said previous research had a couple of ideas about why the Return Trip Effect occurred. Chen and the research team would have people experience something or go somewhere, then, after their return, ask them which felt longer, going there or coming back.

Events 194

Events Books Consulting Feedback 194

Upstream Works

JUNE 9, 2022

When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company. And in many, many cases, those people did not have a good life. It was then that we slammed our collective fists on the table and said, “There must be a better way!”

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. It’s vital that we stay in touch with our network, to learn from both the issues they’re facing in their businesses, and the solutions they’re putting in place. Almost every member of our team uses them daily. But it can help!

2024 62

2024 Customer Service Feedback Fashion 62

ShepHyken

OCTOBER 3, 2023

Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. The customer is NOT always right. Connect with Shep on LinkedIn.

Workshop 150

Workshop Customer Service Training 2021 Customers 150

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? This is just to get you thinking about how good you really are. This is just to get you thinking about how good you really are. How good your people are. Our service would be impeccable. .

Hotels 167

Hotels Customer Service Training Financial Retail 167

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” Plus, gender is part of it.

Books 143

Books Definition Financial Consulting 143

BirdEye

NOVEMBER 15, 2023

We’ve talked a lot about BirdAI and where we’re heading. To close out our first day of View, I am so excited to dive into how local brands and businesses can win with Google. We’d love to hear a little bit more about yourself and the things you’re involved with at Google. Uday: Yeah, absolutely.

Document 111

Document Brands Technology Consumers 111

Beyond Philosophy

FEBRUARY 29, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. It was our version of Mental Accounting. People have various rules regarding found money. Listen to the podcast: I am excited.

Banking 78

Banking Books Financial Download 78

ShepHyken

JUNE 27, 2023

If you have the best BBQ but treat people with disrespect, you won’t be nearly as successful. People will pay more for the best of both worlds! When people know they have to “act now,” or they may miss out, they make more of an effort to do business with you. My comment: If it works, just keep doing it!

Workshop 120

Workshop Customer Service Training Touchpoint Customer Service 120

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. However, people are not huge fans of additional fees. However, customers are also sensitive to increased costs.

Airlines 151

Airlines Sports Books Consulting 151