Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Ask your agents how they say no to customers and you’re bound to get an entire thesaurus worth of options. Take for example my recent trip to the bank.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Totango

NOVEMBER 15, 2023

What our customers are saying With a trScore of 8.1 Read full review “Totango for the win… Totango enables my Customer Success team to see all of our customer data in one spot. Learn more about specific partnerships and integrations in our recent announcement. The bomb in customer success software!

Outlook 115

Outlook Customer Satisfaction Customer Feedback Gaming 115

Dealing With Humans

DECEMBER 14, 2022

Today’s entry is about the closest thing to a “rant” that you will find on this blog, so far. I know, that in my customer service history, the times I was most irritated with guests were usually when I was irritated with myself. I am not saying all of us in customer service do that. In fairness, I said “so far”. Here we go.

Social Media 97

Social Media Customer Service 97

Intercom, Inc.

JANUARY 27, 2022

What’s in a name? So here I want to bring in one of my colleagues who was in that discussion, Niamh O’Connor. But I was eager to avoid, as you were saying, the kind of tokenistic approach to spotlighting these women and go deeper than that. Nidhi Kamat: Hi, my name’s Nidhi Kamat.

Engineering 138

Engineering Start-ups Technology Technology 138

Intercom

JANUARY 11, 2024

Maybe I shouldn’t say nerd, but you can see all these books behind me, and a lot of them are about customer care. At the start of my career with startups, I was working in a more generalist role. A colleague and I are working on a series of blog posts about this. For me, it’s critical to protect my team.

Customer Service 86

Customer Service CX AI Start-ups 86

Zendesk

MAY 25, 2022

But only when I joined Tymeshift did I feel like I’d really entered the CX community, learned the ins and outs, and saw how important it is: not just for me, but for my whole company. You’ll follow her for the short, simple intros to complicated concepts—but you’ll stay for the great podcasts, blogs, and books.

CX 98

CX Social Media Start-ups Sports 98

Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. .

Start-ups 178

Start-ups Sales Manufacturing Customer Loyalty 178

SurveySensum

DECEMBER 18, 2023

In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback. What would you say?

Customer Feedback 52

Customer Feedback Construction Start-ups CX 52

Aquire

JULY 26, 2021

Before responding to customers via any channel, make sure you’ve: Understood what they’re saying. Be sure to understand what they’re saying and where they’re coming from. Hi [Customer name], Thanks for reaching out. Take care, [Your name]. Hi [Customer name], On behalf of my team, we’re all sad to see you go.

Customer Service 98

Customer Service Start-ups Social Media Customer Feedback 98

Intercom, Inc.

OCTOBER 3, 2019

Val has experience in a number of different sectors, having started out as a stage manager for operas before moving onto life as a virtual assistant and eventually setting up her own consultancy firm, Fix My Churn. Your customers should know your employees by name. I stole this phrase from my friend Nathalie Lussier. Specialize.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Customer Bliss

AUGUST 30, 2021

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. “It occurred to me that I had never thanked the parents of my executives for the gift of their child to PepsiCo,” she recounted in an interview. Technology alone will not solve everything.

Start-ups 124

Start-ups CX Technology Technology 124

The Customer Service Blog

APRIL 26, 2023

I was going to put it in the bin but I gave it to my niece instead because she goes horse riding and it was covered in horses. Other people have also commented on social media saying that that they have also received similar scarves recently. says that fraudsters get names and addresses from "any one of a number of places".

Social Media 52

Social Media Retail Sales Customer Service 52

Shep Hyken

APRIL 18, 2022

Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Forbes) It’s easy for retail professionals to look at global, political and economic trends and say inflation is out of control and overgeneralize shopper behavior. Tracking Customer Experience?

Customer Service 65

Customer Service Retail CX Start-ups 65

Beyond Philosophy

APRIL 14, 2022

I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). 64% of business leaders say that customer service has a positive impact on the company’s growth . 60% say customer service improves customer retention . He says you can address these stats from each perspective. .

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

Customer Think

MAY 4, 2023

They say expectations are emotionally-driven and are completely unconstrained by reality. While I agree with brand keys, I am even more disappointed by brands for poor service and for increasing my effort. My American Express card advised me to fill one. They already have my Universal ID, in India called the Aadhar.

Customer Loyalty 67

Customer Loyalty Retail Technology Technology 67

The Customer Service Blog

MARCH 9, 2023

This is an update to our previous blog article which was published on 7th April 2022. One person, who did not want to be named, said they had thousands of stamps at home after routinely buying them in lots of about £100 to £150, to avoid future price increases. It contains important new information.

Retail 52

Retail Customer Satisfaction Customer Experience 52

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Extreme Says It Best for Wells Fargo. Wells Fargo should build trust back up again.

Sales 141

Sales Start-ups Customer Experience 141

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. All the hard work by my team has paid off, and I couldn’t be prouder of them. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. That’s good, by the way.

CX 83

CX Social Media Start-ups Management Consulting 83

Beyond Philosophy

MAY 23, 2016

Here’s the thing: Changing the name doesn’t change the service. Changing the name doesn’t change the leadership or the customer centricity of an organization. So changing the name will have no effect. Charter’s CEO Tom Rutledge agrees that changing the name isn’t enough to change the problem. There solution?

Customer Satisfaction 112

Customer Satisfaction Customer Experience 112

Beyond Philosophy

JUNE 4, 2018

During our discussion of this in our podcast we mentioned the model gets its name from Roman history. For example, let’s say I give you a number, 50. I recently crossed a Rubicon of my own. I decided to embrace the two-screens-are-better-than-one mentality shared by many of my colleagues. Now subtract 2. One more time.

Gaming 144

Gaming Government Customer Experience 144

Beyond Philosophy

SEPTEMBER 12, 2016

I recently shared my lackluster experience buying a car. Before we even went down this road with the dealer (#punny), I did loads of research and put my findings in a spreadsheet about the value of the car, the gas mileage, the resale price. What people do is much different than what people say they will do. But I didn’t.

Customer Experience 0

Customer Experience 0

Fonolo

AUGUST 18, 2020

My grandmother would frequently lean on Epictetus’ wisdom and exclaim: “You have two ears and only one mouth. Listen to What Customers Say. We’re not advocating spying on your customers — just paying attention to what they’re saying publicly. Observing and Listening to Customers. So, shut up and listen.”

Social Media 75

Social Media Net Promoter Score Contact Center Customer Satisfaction 75

Beyond Philosophy

FEBRUARY 28, 2017

Like all new employees, he will have to learn people’s names, adjust to the way things get done, and figure out where the restrooms are. Tillerson’s remark led me to think about new employees generally, and my experiences over the years, both as an employee and as as the CEO of our customer experience consultancy, Beyond Philosophy.

Construction 131

Construction Social Media Start-ups Customer Experience 131

Customers That Stick

FEBRUARY 26, 2015

My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. During my college summers I waitressed during the day and worked in a department store in the evenings. It’s not what you say or do, it’s how that is remembered.

Customer Experience 164

Customer Experience Retail Sports Social Media 164

Intercom, Inc.

JUNE 26, 2019

This is my attempt to distill everything I’ve learned down to a few key areas in an organized and useful way. Look for meetups and other easy, low effort ways like blogging to begin to build your content and work your way up. Pay attention to what works, what doesn’t work, what they do say and what they don’t.

Education 215

Education Start-ups Engineering 215

Customer Service Life

NOVEMBER 5, 2018

Samantha (not her real name) sat across from me in our small contact center. I would send an IM to a coworker saying something like “Again? Tears would well up in my eyes. I felt faulty, as if I were not strong enough to handle this, so I’d excuse myself to bawl my eyes out in a bathroom stall. Even at work.

Contact Center 107

Contact Center Start-ups Customer Service 107

Win the Customer

MARCH 7, 2016

Not so long ago, I was a complete rookie to the blogging world. I needed to select a hosting site to start my blogging adventure. After paying the fees, when I pressed “Publish” to put my blog online, an error page showed up on the screen. When I started to benchmark hosting sites, I felt lost.

Customer Experience 95

Customer Experience Social Media Contact Center Start-ups 95

Beyond Philosophy

MARCH 9, 2018

In an experiment at a BMW dealership in China, men’s interest in a hybrid vehicle increased after the vehicle’s name was changed to “Protection,” a traditionally masculine term in China. I’m very proud to say my son is a shining example of this! You might also like these blogs: Customers Are Irrational – Deal With It!

Transportation 178

Transportation Customer Experience 178

Beyond Philosophy

AUGUST 1, 2019

When I created Beyond Philosophy, I chose the name for a reason. We added emotions for a couple of reasons, but one of them has to do with my wife. Once you know where you are emotionally speaking, you can choose what to do or say next. (In How are customers saying the words? What does their body language say?

Customer Loyalty 149

Customer Loyalty Legal CX Start-ups 149

Beyond Philosophy

SEPTEMBER 11, 2014

That is to say, Amazon has it—and Bank of America doesn’t. Naturally, my assumption is that he also has to listen to many bad ideas also to get to these good ideas. The Bottom 10 Companies Technically, Bank of America isn’t listed here by name but they do fall under the label of “Any Bank.” Billion last year. You Will Now.

CEM 138

CEM Engineering Innovation Customer Experience Management 138

Intercom, Inc.

MARCH 26, 2018

At any given moment, I’d estimate that a small percentage of our docs are likely to contain some out-of-date information – it’s my job to bring that down to zero, and more importantly, ensure it never grows. So stay close to the source of truth – grab regular coffees with your product managers (or hot chocolates, in my case).

Education 190

Education Start-ups 190

Intercom, Inc.

NOVEMBER 4, 2021

Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human. Scott says through a lot of research. Scott: We do a lot.

Start-ups 222

Start-ups B2B Customer Service 222

The Customer Service Blog

JULY 29, 2022

The subject of Customer Loyalty (and in particular the different types of loyalty) is my own personal specialist subject. In fact I wrote my 30,000 word Masters Degree thesis on this very subject. Darren Bugg Editor, The Customer Service Blog. But I’m not sure if I’d say that I’m staying with them out of ‘loyalty’.

Sports 52

Sports Customer Loyalty Customer Retention Gaming 52

Beyond Philosophy

SEPTEMBER 26, 2019

In other words, is it better that people are talking about you even if they are saying negative things rather than not talking about you at all? My answer is it depends on how bad it is. Also, when I’ve been interviewed alone on TV or radio, the journalists take up the contrary view to what I am saying.

Start-ups 110

Start-ups Entertainment Sales Customer-Centric Organization 110

Intercom, Inc.

MARCH 15, 2018

Will Larson has managed infrastructure teams for some of the biggest names in software. All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. One of the blog posts was about this Yahoo! product called Yahoo! It was a miracle.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Beyond Philosophy

MARCH 16, 2015

I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. When the world didn’t change, it sullied the name of CRM. “Of Please click here to learn more.

CEM 122

CEM CX CRM Customer Experience Management 122

Beyond Philosophy

JUNE 29, 2018

These names come from Nobel-prize-winning-economist Professor Daniel Kahneman’s System One and System Two thinking. For instance, whenever I pay for something, I reach for my AmEx card. I keep it in the same place in my wallet and I have it out before I know it. My Intuitive System picked up on my behavior and made it automatic.

Customer Experience 122

Customer Experience 122