Beyond Philosophy

JULY 13, 2021

We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline. We discussed this topic of outsourcing on a recent podcast , where my co-host shared a story about his friend who ordered a trampoline. However, the trampoline required assembly.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Beyond Philosophy

APRIL 2, 2020

Why do I like Apple’s experience? In a recent podcast , we outlined some things happening every day in Apple’s experience, where you can see Behavioral Economics and psychology playing out in the real world. Tribalism is key to the Apple brand. They’ve kept this feeling even though they’ve become huge.

2004 159

2004 Retail Brands Books 159

BirdEye

FEBRUARY 13, 2024

This blog looks at how strategic chiropractor marketing can effectively address the issues of limited awareness, attract more patients, and build loyalty through reputation management. Build patient loyalty: Marketing reinforces your expertise and the value you provide. Table of contents Why do chiropractors need marketing?

Marketing 57

Marketing Social Media Healthcare Multi-Channel 57

Beyond Philosophy

SEPTEMBER 3, 2020

Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. . A friend of mine who is very knowledgeable about Customer Experience said this to me, and I thought, “Bloody Hell!

Banking 156

Banking Consulting Books Customer Experience 156

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Consulting 78

Consulting 2023 Books Workshop 78

ShepHyken

FEBRUARY 1, 2021

I have added my comment about each article and would like to hear what you think too. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson. I’ve preached this for years.

2021 141

2021 Article Customer Service Rewards Programs 141

BirdEye

APRIL 19, 2023

It might be something in high demand, like a handyman service. Or it could be something to fill a niche that your competitors are overlooking, like a particular cuisine that isn’t available in your area. If you’re looking into starting a small business, you likely have a passion or skill that you want to monetize.

2023 97

2023 Social Media Consulting Events 97

CSM Magazine

JUNE 27, 2023

Having customers that are loyal to your brand is the dream. Great customer service is the key to establishing long-term customer relationships , and the better your service, the more likely customers are to not only repeat purchases, but to recommend you too. The best way to do this is to go where they are.

Loyalty 52

Loyalty Customer Service E Commerce Loyalty Programs 52

Beyond Philosophy

JANUARY 23, 2019

However, a colleague pointed out to me that sometimes I forget that everyone else hasn’t necessarily been as engrossed in the topic as me and when I talk about them, it’s a bit like drinking from a firehose for the audience. However, if your friend says, “Bring Clorox wipes,” your standard is considerably lower. 1: Reference Points.

Management 144

Management Reference Hotels Consulting 144

Beyond Philosophy

MARCH 23, 2023

He wants to know if employee experience is a fad and, if not, how one should build a great employee experience. I guess many of you have the same problem, so I decided to share what we told him on a recent podcast here, too. You must focus on your employees if you want a great experience that delivers service excellence.

Employee Experience 78

Employee Experience Reference Leadership Culture 78

Beyond Philosophy

AUGUST 25, 2019

This distinction between these two types of situations is something that psychologists have studied, and the subject of our recent podcast. People act differently in various types of relationships and transactions. It feels as if there’s a higher level of responsibility. Imagine you are selling a used car.

Customer Expectations 143

Customer Expectations Interaction Customers Loyalty 143

Kustomer

NOVEMBER 2, 2022

Today’s customers choose to shop at specific companies because of affordability, luxury, believing in what the brand stands for, the quality of the product, etc. However, with 79% of consumers saying customer service is extremely important when deciding. What Are Today’s Top Customer Service Expectations? Solve Customer Issues Promptly.

Customer Service 98

Customer Service Omnichannel Social Media Customer Expectations 98

Beyond Philosophy

NOVEMBER 5, 2020

We discussed Negativity Bias on a recent podcast. If we get both positive and negative information, we pay more attention to the negative than the positive, like it’s weighted more heavily. Leaders should recognize that looking for the negative is what they are doing in cases like my dissatisfaction with the podcast numbers.

Insurance 129

Insurance Customers Consulting Advertising 129

BirdEye

DECEMBER 8, 2022

If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. We’ll also help you narrow down your target audience and determine which platforms can help boost your brand and get more followers. Table of contents Choosing the right social media types for your business 1.

Social Media 98

Social Media Brands Entertainment Connections 98

Kustomer

OCTOBER 14, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Danilo Pozo from Cisco to learn about lifecycle management and being the customer’s number one supporter. Taking the Journey with Your Customers. Global Talent is Key to Entering Different Markets.

Customer Experience 105

Customer Experience Management Culture Sales 105

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Simple Tricks to Earn Customer Loyalty.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Beyond Philosophy

MAY 25, 2018

Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. In one of our recent The Intuitive Customer podcast episodes, we talked about the nature of customer loyalty.

Magazine 133

Magazine Insurance Sports Travel 133

Kustomer

MAY 20, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen and Vikas Bhambri from Kustomer are joined by Edmund Ovington to learn the secrets to breaking down language barriers. Listen to the full episode to learn more. Why Your Team Needs Language Translation Software. Thinking Globally.

Customer Experience 105

Customer Experience Multi-Channel Customers Brands 105

Kustomer

FEBRUARY 21, 2020

Three years ago, I wanted to start a podcast so…I did. This isn’t just another podcast, it’s a podcast focused on customer service secrets. Think about the last time you were surprised by the service a brand provided to you. They no longer want to be treated like a transaction or a ticket. Can you remember?

Customer Service 52

Customer Service Exceptional Customer Service Customer Care 2020 52

Kustomer

OCTOBER 7, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by SVP of Marketing at Ada, Ruth Zive. Listen to the full podcast to learn more about building connections between customer and brand. Robots, Friends, or Foes to CX?

Banking 98

Banking Contact Center E Commerce Airlines 98

Experience Investigators by 360Connext

APRIL 28, 2015

More striking was the Kimpton brand sign. Many hotel brands are cognizant of the importance of first impressions. We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

C Space

FEBRUARY 12, 2020

I am Brand: Q&A with Americus Reed II, Professor of Marketing, The Wharton School. When applied to branding and marketing, identity theory has the power to transcend traditional marketing techniques and the way we think about “brands.” That’s fundamentally different and quite a difficult argument. Americus Reed II.

Brands 52

Brands Marketing Sports Net Promoter Score 52

C Space

DECEMBER 5, 2019

We All Need Friends. Relationships are the most important things we have – and that’s just as true for a brand as a friend. A sociologist, ethnographer and author, she’s our in-house pathfinder, constantly mapping out ways for brands to innovate and push boundaries. The Golden Rules of Brand Friendship.

Net Promoter Score 52

Net Promoter Score Connections Innovation Brands 52

Beyond Philosophy

SEPTEMBER 2, 2021

Some of you may know that I also have a podcast. We’ve begun a new feature on the podcast where people write in about their problems. A podcast listener asked me how to increase the response rates to their email campaigns. better feedback from friends, more acceptance by society, etc.) if they don’t throw it out.

Presentation 78

Presentation Banking Communication Information 78

BirdEye

OCTOBER 2, 2020

“Your brand name is only as good as your reputation.” – Richard Branson. Think about some of the great brands that you know and trust. Instead of trying to fight against this massive negative perception, marketers need to find ways to build credibility with potential customers. Why reputation marketing matters.

Marketing 98

Marketing Social Media Reference Brands 98

Russel Lolacher

JANUARY 23, 2022

In episode five of Relationships at Work, I hang out with Vernon Ross , author and found of Enterprise Podcaster, which helps organizations get into the world of podcasting. We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. Or, listen on: Apple Podcasts.

Culture 98

Culture Engagement Employee Experience Sales 98

Beyond Philosophy

JULY 15, 2021

So, if you collect data about your customers that they assume is private, there will likely be poor implications for your Customer Experience. . We discussed privacy, or rather our lack of it, on a recent podcast. However, when you look at it as a consumer, you have a different feeling about it. The Psychology of Privacy.

Social Media 78

Social Media Information Government Download 78

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Tune in to learn more! Creating Loyalty that Lasts.

ROI 143

ROI Books Customers Definition 143

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. How to Unite as a Brand.

B2B 95

B2B B2C Customer Centricity Sports 95

Oracle

JUNE 23, 2020

While navigating networking remotely can be intimidating, a recent article by Forbes provides 3 ways to continue building a strong network: Look for highly relevant webinars and virtual events. Engage with them by liking and responding to their comments and sending messages thanking them for their engagement.

Social Media 94

Social Media Webinar Events Connections 94

Russel Lolacher

OCTOBER 3, 2022

Or, listen on: Apple Podcasts. Google Podcasts. How to build your network to help you. “You’re really just trying to get to the place where you feel like ‘I’m making the right decision. And I was like, Oh, that’s great. Promotion Career Solutions. PLAY AND SUBSCRIBE. Look at me.

Culture 98

Culture Employee Experience Connections Brands 98

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

C Space

MARCH 12, 2020

Demand Shock: Some companies are set up to manage disruption much better than others. Businesses across the world are bracing for a “demand shock”. This is not only hard to manage and bad for sales – as the photos of empty shelves in supermarkets and online recipes for DIY hand sanitizer are starting to show.

Tourism 59

Tourism Travel Sales Government 59

Kustomer

MARCH 3, 2022

In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Hunter Schoettle from PatientPop to uncover the four secrets to transforming the customer experience. Listen to the podcast below to find out how you can transform your customer experience. The first is caring for the people within the company.

Customer Experience 59

Customer Experience Definition Healthcare Customers 59

SurveySparrow

NOVEMBER 1, 2021

You just got to build a rapport and ask nicely. Like we mentioned, you can get referrals from top CHROs and hr influencers if you’re networking well. Opportunities come to those who have friends! You’re always more likely to work with people you know. 2020 was a tough year for everyone. Why Follow HR Influencers?

Social Media 98

Social Media Seminar 2021 Blog 98

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Small Changes Make a Big Difference.

Connections 80

Connections 2008 Loyalty Events 80

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98