Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

ShepHyken

APRIL 4, 2023

The other day I was at the airport and ordered a chicken sandwich from one of the “to go” restaurants. For a moment, I thought, “Did I go back in time?” This is just my opinion, but the concept of tipping is getting out of hand. I go to a fast-food restaurant and order a burger and fries.

Hotels 123

Hotels Customer Service Training Reference Retail 123

Daniel Group

APRIL 5, 2023

Learn How Improved Daily Customer Interactions Set Navistar Apart From Their Competition! “CX is about us learning together, this is a journey, focusing on the human element of things, and helping our dealers improve interacting with customers.” But one role stood out, I went and did something very different.

Interaction 98

Interaction 2025 Voice of Customer Financial 98

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

Beyond Philosophy

JANUARY 11, 2024

Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? Apple did an excellent job with this regarding Apple Pay.

Return on Investment 88

Return on Investment Insurance Hotels Customers 88

Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

NOVEMBER 9, 2022

Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? So, it was true!

Competitive Advantage 70

Competitive Advantage Books Customer Focused Customer Service Training 70

ShepHyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. . My service is so good that I stay and I pay. . No problem.

Workshop 131

Workshop Social Media 2022 Article 131

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She was telling me that I wasn’t going to get my answer that day. She asked if she could call me back the next day so we set up a time to talk, and true to her word, she did – and she was on time. Good news on that third call. She was amazing. Next, she explained why.

Loyalty 147

Loyalty Customer Service Training Customer Service Information 147

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ShepHyken

DECEMBER 1, 2021

Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . They also work for the company and the customer. He did a great job.

Healthcare 126

Healthcare Customer Service Training Feedback Leadership 126

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. Ultimately, success in retail customer service is all about interpersonal skills. The right people are.”

Customer Service 103

Customer Service Retail Banking Interaction 103

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, soccer fans did not approve of this plan. They protested in the streets.

Insights 153

Insights Customer Experience 2021 Books 153

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer. Be fast, stupid.

Insurance 153

Insurance Call Center Financial Consulting 153

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

ShepHyken

JUNE 20, 2023

The good news is that of all the mistakes we could make, this one is at least easily fixable.” And there is a similar story that happened just a few weeks ago. A Puerto Rican family traveling from the United States to Puerto Rico was denied boarding a plane because their infant child did not have a U.S. mainland and U.S.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 188

Customer Service Consulting Customers Poor Customer Service 188

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. “When you talk about concern, anxiety and sustainability kind of go hand-in-hand. We had our 2020 plans.

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 188

Management Insurance Net Promoter Score Connections 188

InteractionMetrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Case Study Explored: Martha and Jason dissect a distribution company that sought to improve its inside sales customer service. The second is Information—did you answer their questions?

Call Center 52

Call Center Workshop Metrics Interaction 52

Zeisler Consulting

JANUARY 9, 2024

I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot. There’s always a bit of a word-shuffle differentiating that, well, yes, all those things are part of a Customer’s Experience, and yes, they do play a huge—and important—part within CX. Wow, did that strike some people! a failure of CX).

Contact Center 93

Contact Center Customer Care Article Brands 93

CSM Magazine

MARCH 22, 2022

The rise of automation in customer service has become more prominent within many industries. Did you try to go though a chatbot to quickly find an answer to your question only to be directed to the FAQs, articles, or a customer forum? I have experienced both good and bad in bigger and lesser-known companies.

Social Media 98

Social Media Communication Customer Service Article 98

ShepHyken

JUNE 10, 2020

Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. Let’s break this down.

Customer Service Training 155

Customer Service Training Customer Service Article Information 155

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. Listen to your Customers – It’s Worth the Effort.

ROI 143

ROI Books Customers Definition 143

Beyond Philosophy

FEBRUARY 1, 2024

Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Seven years is a long time relative to customer markets. Consider the previous seven years and how they changed the world.

Consumers 78

Consumers Customers Download Presentation 78

ShepHyken

MAY 1, 2023

No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible. What’s happening on the inside is felt on the outside by the customers.

Culture 64

Culture Retail Customer Service Employee Experience 64

SurveySensum

JANUARY 29, 2024

This is where many businesses drop the ball: post-purchase customer experience. Ready to level up that customer love? Here are 7 Small but Impactful Ways to Improve Customer Experience Immediately After Making a Sale 1. This isn’t just good manners – it’s solid business sense. The game’s not over.

Sales 52

Sales Customer Experience Social Media Demo 52

Beyond Philosophy

AUGUST 11, 2022

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

Steve DiGioia

OCTOBER 3, 2021

But something happened that made me disappointed in the service. Good question. I took it in for a minor repair – which they did. Should We Expect WOW Service? Question: Where do the responsibilities end for a service provider? Question: Where do the responsibilities end for a service provider?

Customer Base 115

Customer Base Customer Service Blog Brands 115

Beyond Philosophy

FEBRUARY 25, 2023

Moreover, you are competing for customers’ time. So, when they do give it to you, they are going to evaluate whether that was a good move afterward. Joe Pine, author of The Experience Economy, writes about this battle for customer attention and how they evaluate time given to you in a recent article.

Insurance 88

Insurance Article Customers Connections 88

Kustomer

JULY 19, 2021

We all want to be healthier and have a better quality of life, but unfortunately customer service in healthcare has one of the worst reputations , and people want to veto the experience all-together. Why Customer Service in Healthcare Is Important. This provides some good news for those in healthcare.

Healthcare 98

Healthcare Customer Service Hospitality Insurance 98

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Education Services Group

JUNE 24, 2022

My wife, Jenny, and I take our first step onto the bridge and start the trek to the middle; I can see off in the distance where they’ve set up canopies at what appears to be the bungee jump site. We get about 200 feet onto the bridge before Jenny lets go of my hand—apparently, I’m too clammy, but more importantly…why isn’t she?

Customer Success 98

Customer Success Net Promoter Score ROI Customers 98

Kustomer

APRIL 21, 2022

Listen and subscribe to our podcast: Have you ever considered the importance of turning customers into forever fans, a.k.a It’s widely known that some of the best growth comes from word of mouth marketing, which naturally occurs when customers suggest your products to others in their close circles. brand ambassadors?

Social Media 98

Social Media Brands Loyalty Marketing 98

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62