Steve DiGioia

JANUARY 3, 2022

On your way home from work you stop by the supermarket to pick up a few things: milk, sliced bread, eggs, and maybe a box of your favorite cookies too. You say thanks, grab your bag, and head home only to find out that the milk is laying on top of your bread! Or it allows them to be home for dinner with their family.

Customer Expectations 140

Customer Expectations Social Media Advertising Touchpoint 140

ShepHyken

JUNE 11, 2021

When he saw [me] this nine-year-old kid wrapped with bandages, eyes reddened from the physical therapy session he’d just endured, Velcro-strapped into a wheelchair, waiting for a ride home, he must have recognized that this kid needed some extra attention. .

Books 140

Books Article Customer Centricity Events 140

Beyond Philosophy

OCTOBER 19, 2016

Now, they are old thinking that no longer works today—although, one could argue they didn’t work then either. However, if you still believe that people make rational decisions as customers, you are guilty of the same kind of old thinking demonstrated in the outlandish beliefs above. Old Thinking Doesn’t Work with New Problems.

Net Promoter Score 167

Net Promoter Score 2002 Insurance NPS 167

BlueOcean

APRIL 20, 2023

Because nobody wakes up as a 13-year-old and says, “Oh my gosh, I want to be in the contact center space.” I don’t get to go home this weekend to see my mom and dad. The average age of our employees is 24 years old, so when you consider the size of our company, I feel like the father of 700 kids sometimes.

Contact Center 156

Contact Center Culture 2013 Airlines 156

ShepHyken

APRIL 25, 2023

I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. Montañez wondered what Cheetos would taste like if dipped into chili powder and other spices, so he went home and made his own version of spicy Cheetos.

2011 103

2011 Workshop Insurance Customer Service Training 103

ShepHyken

DECEMBER 29, 2021

On occasion, a customer would leave their wallet or purse at home. In the B2B old, many customers pay 30 or even 90 days (or more) after they are invoiced for whatever they buy, but this is almost unheard of in retail. . It’s obvious, the team at the bakery took the customer-focused approach. .

Customer Service Training 138

Customer Service Training B2B Customers Retail 138

Experience Investigators by 360Connext

JANUARY 27, 2015

Franc met me at the gate, where I could barely glimpse some of his unfinished furniture behind the stacks of old, reclaimed wood planks in his salvage yard. He led me through the salvage yard, past pieces of an old cast-iron stove and towering stacks of weathered reclaimed wood planks.

Customer Experience 265

Customer Experience Customers Leadership Customer Engagement 265

TechSee

MARCH 17, 2021

It’s the same old song and dance, which is probably why the telecom industry consistently ranks as one of the most hated by consumers. For example, Verizon instituted Fios in a Box to help their subscribers self-install triple play services, while keeping their technicians out of people’s homes.

Wireless 164

Wireless Competitive Advantage Consumers Technology 164

Customer Bliss

OCTOBER 17, 2018

In interviews, Kathryn says market research also noted that people were tired of visiting one home goods store after another just to choose among tired old designs. Research told her that many, especially millennials, are getting married later. Finally, customers choose a color. Even here, the company has the customer’s back.

Leadership 231

Leadership Books 2016 Customers 231

Experience Investigators by 360Connext

JULY 24, 2019

The old rules no longer applied. But they offered an easy way to try on glasses and find what’s right for you, all from the comfort of your own home. AirBnB created a marketplace for couch surfing and vacation home rentals we didn’t even know we needed. Old school businesses often had a culture of “CYA.”

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

Customer Bliss

JUNE 22, 2017

” This means sleek and beautiful (the old Madison Avenue approach to advertising) vs. data-driven and targeted. The in-home bike company.) This is all crucial for member experience because the most intimate place you can meet a customer/member is their home. Of course, the two are not mutually exclusive. Yes, delivery.

Innovation 237

Innovation Customer Experience Advertising 2017 237

NetBase

JULY 6, 2020

Home improvement companies like Ikea, Home Depot and Lowe’s are actively sharing ideas online. The largest group is between the ages of 31 and 40, taking up only 26%; 21 to 30-year-olds (24%); and, 51 to 60-year-olds (19%). The 61 to 70-year-olds comprise 15%. The DIY projected annual growth rate is 4.0%.

Retail 67

Retail Brands 2024 2020 67

delighted

JUNE 3, 2021

And yet, age-old complaints about online shopping such as poor product quality and having to wait for delivery continue to persist. A phenomenal number of Americans turned to online shopping to stock up while staying at home in 2020. So what does this mean for retail?

Omnichannel 101

Omnichannel Retail Consumers 2021 101

Zeisler Consulting

AUGUST 1, 2023

The idea being that it certainly beats the old-fashioned method of showing up, taking a number, and sitting waiting for your turn once you get there. They do it that old way, but when each haircut takes about 90 seconds, they can crank through even a long queue pretty quickly.)

Download 72

Download Fashion Omnichannel Technology 72

ShepHyken

OCTOBER 4, 2017

To help celebrate, I’m offering a free Amazon eBook of Be Amazing or Go Home ( Available from Amazon ). Be amazing or go home.”. It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Those habits as a twelve-year-old magician stayed with me.

Customer Service 121

Customer Service Books Customer Service Training Customers 121

Kustomer

AUGUST 17, 2020

There is an old technology world competing with a new technology world that is now thriving. Is the old technology still relevant? One executive stated that they were part of the old school class of folks who thought that CX couldn’t be done from home. And yet, they transitioned their CX team to work from home in a week.

Metrics 52

Metrics Social Media Customer Service Representative Technology 52

Beyond Philosophy

JANUARY 25, 2024

I worry that some people will hear Justin, or read my sentence and roll their eyes and consider that old news. Justin said a couple more things that really struck home with me. It can be a home run. It is essentially a call for all of us to be more customer-centric in our ways. I am a big believer in customer centricity.

Sports 78

Sports Customer Experience Customer Centricity Sales 78

TechSee

MARCH 17, 2021

It’s the same old song and dance, which is probably why the telecom industry consistently ranks as one of the most hated by consumers. For example, Verizon instituted Fios in a Box to help their subscribers self-install triple play services, while keeping their technicians out of people’s homes.

Technology 109

Technology Wireless Competitive Advantage Consumers 109

CX University

MARCH 27, 2020

I was very fortunate to be able to work from home – no more long commutes, or endless meetings that produced little innovation, and best of all, I left work politics behind. . Soon after I started working from home, my life turned over on its heels. How does one work from home? The shift to the home-office is sudden.

Reference 96

Reference Healthcare Communication Technology 96

Hallmark Business Connections

MARCH 9, 2021

Additionally, we’ve seen a major increase in multigenerational homes. population, lived in multigenerational homes — due in no small part to the fact that the average middle-class lifestyle is 30% costlier than it was 20 years ago. If this sounds too old-fashioned when marketing to Millennials or GenXers, think again.

Marketing 97

Marketing Brands 2020 2021 97

Customer Bliss

SEPTEMBER 18, 2019

Jeanne: One of the things I talk about is following people home, but not in a creepy way. And we know that there’s a period at—16 years old, they get the car keys—that they aren’t coming, but then they’ll come back as soon as they have families. How Do You Listening Differently?

Books 156

Books Customers Events Culture 156

SMG CX

APRIL 16, 2020

hunker down at home, the age-old question “What’s for dinner?” As people around the U.S. is more often being answered with the help of a food delivery app.

Customer Experience 69

Customer Experience Brands Customers 69

BlueOcean

MAY 11, 2020

Situation: With the initial frantic scramble to transition operations to work-at-home followed by months of adjustments, you’ve almost forgotten you even started the outsourcing process in the first place, and next steps are uncertain. Listen to the audio or read the article. Three months later – May, 2020. Place: Your living room couch.

Customer Care 156

Customer Care Travel Contact Center 2020 156

BlueOcean

MAY 11, 2020

Situation: With the initial frantic scramble to transition operations to work-at-home followed by months of adjustments, you’ve almost forgotten you even started the outsourcing process in the first place, and next steps are uncertain. Three months later – May, 2020. Place: Your living room couch. Establishing a Response Timeline.

Customer Care 156

Customer Care Travel Contact Center 2020 156

Circular Edge

FEBRUARY 26, 2024

Challenges Extremely old XE system, huge delta in JDE between XE and 9.2 Integrations using legacy technologies and home grown middleware solutions Outdated Hardware and related Software, end of life support Very large data set, with over 20 years of ERP data Business Requirements Upgrade to JDE 9.2

Advertising 40

Advertising Innovation Reference Engagement 40

Beyond Philosophy

JULY 2, 2020

We’ve had loads of clients contacting us to find out what they should be doing coming out of our stay-at-home, flatten-the-curve lockdown. We like to tell them one of my favorite old sayings: Never let a good crisis go to waste. Some people have been “staying at home” and others that didn’t really.

Customer Experience 195

Customer Experience Airlines 2020 Presentation 195

Beyond Philosophy

NOVEMBER 29, 0002

Photos: The Most Expensive Home Listing in Every State 2016. who starred in the Murdoch companies’ epic criminal trials for phone-hacking schemes, to say nothing of the 83-year-old Mr. Murdoch or his new bride, Jerry Hall. Bare design: An overhead schematic of the tables at Bunyadi. Recommended by Forbes.

Customer Experience 113

Customer Experience 2013 Fashion 2016 113

ShepHyken

APRIL 16, 2021

The pandemic has changed everything, including how we do business — and as a result, your old methods may not be effective in today’s market. For instance, if you’re working from home, Biz2Credit points out that you need a plan to help you focus and stay productive. Adapt to the New Normal .

ROI 90

ROI Article Loyalty Information 90

Oracle

JULY 9, 2020

According to Hyken, “Many people that are forced to work from home find they have extra time.” Hyken reflects on what he calls “the good old days,” where he complained about the traffic to and from work or that he didn’t get his free upgrade on his cross-country flight. Grow when it’s slow.

Culture 67

Culture Consumers Connections Communication 67

ShepHyken

MARCH 27, 2019

There’s an old saying often attributed to Yogi Berra, who was known to say some pretty clever things. I remember when Home Depot came to the St. Well, a smart manager realized he had to change this problematic reputation, so Home Depot started advertising that the lines would never be longer than five minutes.

Advertising 134

Advertising Customer Service Training Reference Customer Service 134

Call Experts

MARCH 18, 2020

As most organizations, cities, and states continue to prepare for Coronavirus (COVID-19), Americans are being forced into remote work environments, working from home, oftentimes, alongside their family. Are you worried about how you can keep your children occupied while also maintaining a productive work from home schedule?

Contact Center 75

Contact Center Call Center 2018 Customer Journey Mapping 75

Hello Customer

JUNE 21, 2021

The old way of selling. The old model of going to market in retail is at the end of its lifetime, and companies will have to re-model how they go about it. So their customers could just order their ice cream and have it delivered at home, instead of having to go and buy it in the supermarket. create enough brand awareness.

Customer Centricity 98

Customer Centricity Net Promoter Score Retail NPS 98

Talkdesk

DECEMBER 30, 2020

We put two of our corporate values into action—move fast and do whatever it takes—and transitioned all 1,000 employees to work-from-home, virtually overnight. I believe these all link back to the age-old saying, “the customer is always right” and are simply clever updates to a tried-and-true approach.

2021 83

2021 2020 Innovation Contact Center 83

CSM Magazine

FEBRUARY 12, 2024

4 Ikea Ikea is leveraging AR technology to redefine customer service in the home decor space. Their app allows customers to visualize furniture in their homes before making a purchase, solving the age-old problem of “Will this look good in my room?”

Customer Service 52

Customer Service 2030 Apparel Interaction 52

CSM Magazine

DECEMBER 7, 2022

“Running alongside that, organisations are also coming to terms with the evolving nature of work – with hybrid and home working now the norm. “To attract both to speak at our flagship event is testament to the reputation of Disrupt in the digital transformation space.

Events 52

Events Entertainment Social Media 2023 52

Customers That Stick

SEPTEMBER 25, 2014

Her food adventure brought her back home to New York and now Chicago. Movie Theater < In-Home Rental . My first job was as a lifeguard at a swim club in my home town. I had my favorite cut of meat from my old butcher shop that I worked at in New York all packed up to bring home for a special dinner.

Banking 133

Banking Customer Experience Sports Social Media 133

Experience Matters

MARCH 16, 2015

True Value (-6 points), Sam’s Club (-5 points), and Best Buy (-5 points) declined the most between 2014 and 2015. Maxx Target Toys "R" Us True Value Victoria Secret Wal-Mart Walgreens'

Retail 106

Retail 2015 2014 Customer Experience 106