what-we-do 
ShepHyken
JULY 28, 2021
One of the big concepts we teach in our customer service training programs is the concept of Always. What always happens when customers do business with you? . What are the words your customers use to describe their experience with you? . Let’s talk about what drives the Always experience.
Myra Golden
MAY 27, 2021
Watch the replay to hear my answers to: 4:04: Can you answer how to phrase the USA method if the client received an incorrect item, and we can offer a replacement or refund due to practice and send a small electronic gift certificate while the client is upset she is not going to get the item for an event?
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Beyond Philosophy
APRIL 28, 2022
Peter wanted to know what we thought he should do. In another podcast, we discussed Fernando’s problem regarding distinguishing a commodity from the others in the field. However, what Samsung doesn’t have is the picture of an apple on the back. However, their customers keep complaining.
Beyond Philosophy
MARCH 15, 2019
What Can We Do About It? We talk about what we mean by it, how it changes our perception of an experience, and what organizations can do to design Customer Experience strategies that work with irrationality. <! Spoiler alert: It worked out well with the CRM we chose.
Advertiser: Vanilla Forums
What do consumers expect when it comes to CX? Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the “want behind the want” by asking if customer expectations around CX align with community offerings. If customers perceive community as a solution to CX expectations.
ijgolding
NOVEMBER 17, 2016
As we often chat with one another, the conversation at one point came to a question as to why we do the things we do as a CX professional. That seemed like a reasonable question given the challenges we face on a daily basis but we wanted to reach a little deeper and answer that on a more emotional level.
InMoment XI
DECEMBER 2, 2014
We asked clients at the MaritzCX Automotive Conference what are the biggest hindrances in taking the Voice of the Customer and actually applying it to improve their customers’ experience. Some common themes emerged including the fact that there’s so much data that’s available for analysis…what do you do with it?
Advertiser: Vanilla Forums
What does 2021 have in store for the community profession? What can organizations do to ensure their business remains relevant? What impact has the global situation had on the community and what can we expect moving forward into 2021? Will these unprecedented times expedite the rise of branded communities?
Advertiser: Vanilla Forums
What do consumers expect when it comes to CX? What is most important when interacting with a brand, and what is the ideal experience they’re looking for? Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand.
Speaker: Mike Ellis, Vanilla Forums Marketing Manager
What do your customers actually want? How do customers see community as a solution to their customer experience expectations? Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the ‘want behind the want’. Join us to learn: What do Customers Expect from CX?
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