Bill Quiseng

DECEMBER 13, 2021

Customer retention supports long-term growth because it creates a loyal customer base. When these loyal customers are supported through great customer service, then they don’t have a reason to seek out other businesses. You should always strategize with your long-term goals in mind and a mission statement helps keep you focused.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

Experience Investigators by 360Connext

OCTOBER 17, 2018

Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are. We ask ourselves if our “culture” is really living up to a customer-centric experience but we don’t do anything more about it. And I agree. Is that odd?

Leadership 283

Leadership Culture Customer Centricity 2019 283

Beyond Philosophy

NOVEMBER 23, 2023

Regret isn’t an emotion only for disappointed new customers. However, I don’t buy Sony anymore. Not buying their stuff is bad enough, but I didn’t stop there. However, in this case, my electronic purchase decision wasn’t great, and I have to revisit this failure every time I turn the bloody thing on.

Feedback 78

Feedback Loyalty Brands Sales 78

Customer Bliss

FEBRUARY 11, 2020

But we don’t build the guardrails; we don’t think about the behaviors; and we don’t consider the leadership and the legacy that we’re building for in the long term. So this is very critical for the long term sustainability, prosperity and profitability of your organization.

Chief Customer Officer 218

Chief Customer Officer Download Document Leadership 218

Bill Quiseng

NOVEMBER 22, 2023

And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management. Saving the best for last, don’t just deliver to your people top-down, one-way, “one and done” customer service training. But no more. And, yes, educate everyone.

Customer Journey Mapping 97

Customer Journey Mapping Customer Service Training Customer Care NPS 97

Beyond Philosophy

JUNE 15, 2023

However, this part isn’t relevant to customers. Remember, people don’t form relationships with clouds. It’s the emotional attachment I have n t how fast the processor works on the Hokey-Cokey 4000. Android phones often introduce popular features that Apple doesn’t even have.

Brands 145

Brands Banking Insurance Connections 145

Beyond Philosophy

MAY 4, 2023

Make some long-term decisions and long-term bets. The book has a lot of superior wisdom, but, in particular, I liked Blanchard’s question at one point: What would you do if you weren’t scared? In other words, don’t give up. Rule #5: Make some long-term decisions and long-term bets.

Consulting 78

Consulting 2023 Books Workshop 78

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. And since he doesn’t offer any ideas or help direct an initiative to drive those metrics upward, those numbers continue to slip or stagnate.

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547

Beyond Philosophy

DECEMBER 28, 2023

For example, I asked him about the short-term implications of AI, meaning in the next one to five years. Now, many of you might be thinking, “Don’t I already do that with Alexa?” When the AI can’t provide that answer, it passes the query on to a human. He predicts that customers can ask, “Hey!

Airlines 88

Airlines Call Center Interaction Information 88

Beyond Philosophy

MAY 6, 2023

After a search of both my hard drives (computer and memory), I realized that I didn’t. Now, part of not having any content on the subject means I didn’t have a definition ready for the term. To remedy this giant hole in our content, we recorded this podcast.

Customer Engagement 147

Customer Engagement Engagement Definition Fashion 147

Beyond Philosophy

APRIL 16, 2021

Don’t be naïve. Rule #1: Don’t Be Naïve. . Many people don’t think they have company politics, or if they do, that the company politics do not affect them. If people were all behaving rationally, then politics wouldn’t be a thing. So, don’t be naïve about people’s motivations.

Management 148

Management Books Consulting Measurement 148

Beyond Philosophy

JUNE 22, 2023

In business, people don’t say no enough, particularly to their boss. It’s easy for you to do, meaning it doesn’t take much energy, and the person gets a significant benefit. Patrick says you don’t get pushback when you speak from your identity. But this inability to say no goes home with people, too.

Books 143

Books Definition Financial Consulting 143

ShepHyken

AUGUST 3, 2021

This is even more important as we advance because brands that don’t understand loyalty and community will be dead in the water. Brands and companies can now predict what you might like, prevent fraud, mitigate risk, or identify a new market that hasn’t been touched.

Loyalty 118

Loyalty Customer Centricity Leadership Insights 118

ShepHyken

JANUARY 15, 2024

Accountability isn’t about assigning blame. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results. This means consistently choosing actions and behaviors that align with your goals and long-term success.

Sports 78

Sports Culture Download Leadership 78

Beyond Philosophy

FEBRUARY 15, 2024

However, he hasn’t the faintest idea of how to do it from a practical sense. Still, when you ask them what emotion they are trying to evoke, they tend to gravitate towards terms like “positive” or “favorable.” For example, if customers say they aren’t sure about something, they feel uncertain.

Connections 88

Connections Loyalty Brands 2005 88

Beyond Philosophy

AUGUST 3, 2023

Have Long-Term Goals Hopefully, your working life will also span decades. You have likely worked some in the world and, in doing so, have determined there are some things you want to do and some things you don’t. Also, most of us have an immediacy focus on our short-term goals and rewards.

Sales 78

Sales Social Media Management Reference 78

Integrity Solutions

DECEMBER 11, 2023

It’s true that cold calling can be hard, grinding-it-out work, and the rewards aren’t instant. But it doesn’t have to be the task that everyone dreads. In other words, they haven’t done things like fill out a form on your website, attend a webinar, engage with you on social media or shown any intent to purchase.

Sales 98

Sales Connections Reference Social Media 98

ShepHyken

MARCH 4, 2024

What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success? We don’t do it for the ratings or because it is cool and popular. We don’t do it for any other reason than to give back to our communities.”

Culture 80

Culture Wireless Customer Satisfaction Employee Experience 80

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. The CMO stopped me because he knew right away that it wouldn’t work for their company. However, I don’t think his situation is unique.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Daniel Group

SEPTEMBER 15, 2023

And if you have to buy your growth because you can’t earn it the right way, it’s a real short-term period victory.” But somehow business just hasn’t gotten serious about keeping track of that and rewarding the salespeople and the service organization who created Joe in the first place.

Net Promoter Score 95

Net Promoter Score NPS Loyalty Metrics 95

Beyond Philosophy

DECEMBER 7, 2023

He had a lot of interesting insights in terms of the interface between AI and human employees. 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. So, does that mean we shouldn’t plan for it?

2024 88

2024 Customer Experience Workshop Call Center 88

Beyond Philosophy

NOVEMBER 2, 2023

However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Do you want something lesser but more immediate or longer-term with a more significant benefit? Stanford Professor Itamar Simonson is very clever.

Books 88

Books Loyalty Programs Presentation Customers 88

CSM Magazine

MARCH 7, 2024

We are wiping the floor in terms of SLA and KPI performances, with customer response times of between 24 and 36 hours, and we are cleaning up when it comes to customer reviews. This performance wouldn’t have been doable without BigChange.”

Automotive 52

Automotive 2018 Customer Relationship Management 2013 52

West Monroe

APRIL 9, 2024

The current focus on money that is chasing rates may prove to be an unsustainable foundation for long-term banking stability. Having a tax-exempt status and fewer commitments like dividends opens the door to maximize operational efficiency by making long-term investments that traditional banks are unable to make in this environment.

2024 52

2024 Banking Financial Consumers 52

BirdEye

MARCH 4, 2024

Avoid using misleading terms, excessive capitalization, symbols, or unnecessary punctuation. No misleading terms The name should not include “official” if the page isn’t the official page of a brand, public figure, or organization. Why won’t Facebook allow me to change my Page name?

Social Media 64

Social Media Reference Brands 2024 64

Beyond Philosophy

JULY 2, 2020

Organizations that are responding to things: Firms who are responding accept that the changes are not going to go away, at least not in the short term, meaning the next year or so. When times are good, and business is in a growth mindset or at least a good mindset, people generally don’t like uncertainty, with some exceptions.

Customer Experience 195

Customer Experience Airlines 2020 Presentation 195

Beyond Philosophy

DECEMBER 22, 2023

Some of you might be thinking, “Don’t we already do this with devices like Alexa?” In this episode, we hear what Mead thinks about AI and the pathways for its utility in experiences in the short and long term. ” You certainly do, and it works seamlessly.

Workshop 88

Workshop Consulting Financial Information 88

BirdEye

NOVEMBER 15, 2023

If you haven’t had a chance to check out those sessions, they’re all being recorded and you can watch them on demand. It’s an exciting time in terms of what generative AI and AI in general brings, and our partnership hopefully will bring a lot of those additional value-added items to your customers and to their customers.

Document 111

Document Brands Technology Consumers 111

Customer Bliss

JULY 29, 2021

Once, I was talking to Colleen, and what she said was: Jeanne, at almost every board meeting, we have to fight to make sure that we don’t let those fees seep in, that we don’t start charging change fees or luggage fees, because that’s the foundation upon which people believe in us. And that’s our integrity.

Leadership 185

Leadership Airlines Customers Measurement 185

Kustomer

JANUARY 20, 2022

It was actually a station that was manned by students but didn’t get any money from the university. And that’s kind of how I got my start in customer experience, even though back then, it really wasn’t a term people were familiar with. What doesn’t kill you makes you stronger, right?

ROI 143

ROI Books Customers Definition 143

BirdEye

MARCH 1, 2024

As a marketing agency, Google’s E-E-A-T guidelines impact you twofold. First, optimizing E-E-A-T builds trust and authority for your website. But just as importantly, leveraging E-E-A-T is crucial for effectively managing clients’ websites. Table of contents What is E-E-A-T?

Social Media 59

Social Media 2022 Demo Blog 59

Beyond Philosophy

SEPTEMBER 22, 2022

Therefore, one issue of the newsletter won’t be enough. ” He implies with his playful description that our brains like patterns, and we couldn’t turn off this preference even if we wanted to. So, we usually don’t. Memory is also classified into two types, short- and long-term memory.

Retail 88

Retail Connections Consulting Interaction 88

Beyond Philosophy

AUGUST 5, 2023

Unfortunately, when we do get the feedback, we discover that we weren’t quite so great as we thought we were. From a psychological perspective, perception isn’t the correct term. 05:00 Before we move further into solving Damien’s pickle, we define our terms in the style of psychology.

Customer Experience 78

Customer Experience Feedback Customers Connections 78

CSM Magazine

NOVEMBER 2, 2023

Customers grow frustrated when they can’t understand the solution being presented or when they have to repeat themselves multiple times. A bachelor of science in communication ensures professionals can distill complex information into digestible, straightforward terms.

Communication 52

Communication Multi-Channel Customer Service Social Media 52

ShepHyken

DECEMBER 11, 2023

For example, offering knowledge and content for free or demonstrating appreciation for customers at all stages of their journey creates loyalty and long-term relationships. Don’t punish your good customers for the sins of the few bad ones. 95% of your customers will be friendly, regular people.

Customer Centricity 82

Customer Centricity Culture Loyalty Programs Loyalty 82

Beyond Philosophy

OCTOBER 2, 2021

However, it doesn’t have to be. We don’t measure the worth of our families and friends with metrics like time and money savings. It requires thinking long-term and in detail about how you interact with your customers. I can guarantee they will save you time and money. My guess is probably not.

Loyalty 97

Loyalty Consulting Banking Customers 97

Magellan Solutions

APRIL 25, 2024

It can deliver potential benefits but doesn’t always translate into the desired outcomes if not implemented properly. What are my long-term business goals? Regular communication with your outsourced technical support provider is essential for long-term success. Don’t struggle with tech issues alone.

Average Handle Time 52

Average Handle Time Customer Satisfaction Measurement Call Center 52