Inside Customer Service

JUNE 24, 2021

There was a wide gap in average rating between the two chains when you compare In-N-Out with nearby Whataburger locations: Enthusiasm I used the total number of reviews for each location as a proxy for customer enthusiasm. Which fast food burger chain is better: Whataburger or In-N-Out? The debate rages. Home field advantage didn't matter.

215

215

Beyond Philosophy

JANUARY 11, 2024

Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? The reward might also be evident; it could be a good price or more straightforward not to think about it. In addition, the system has to be easier for your customers if you want it to stick.

Education 89

Education Customer Feedback Start-ups 89

Shep Hyken

JANUARY 25, 2023

I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph? Create an experience that customers want to remember and share. It’s about creating an experience that is so good the customer wants a memento, in this case, a photograph.

Sports 72

Sports Social Media Start-ups Customer Service 72

Beyond Philosophy

JANUARY 24, 2020

However, Hyperbolic Discounting is a vital psychological concept that influences your customer’s behavior and could be getting in the way of your customer-driven growth. In other words, we want what we want right now, and if we have to wait, then you better offer us something good for our trouble.

Customer Loyalty 131

Customer Loyalty Customer Experience 131

Zendesk

APRIL 3, 2023

It’s no longer enough to simply offer a great product—your customers demand much more. This is where retail customer engagement plays a vital role. In this guide, learn more about customer engagement and its benefits, discover strategies for success, and see real-life examples. What is retail customer engagement?

Retail 98

Retail Social Media Artificial Intelligence Omnichannel 98

Fonolo

OCTOBER 11, 2022

They’re kind of like customer satisfaction surveys, except they’re sent to a customer immediately after an agent-customer interaction. It just doesn’t taste the same. Respect your customer’s time and keep the after-call survey quick. Sure, open-ended questions offer customers the chance to vent their feelings.

Contact Center 99

Contact Center Customer Satisfaction Customer Feedback Technology 99

Inside Customer Service

MAY 20, 2021

Each visit to the post office is a reminder of a customer experience lesson that's often overlooked. Great experiences are consistent Customers trust brands, products, and services that they can count on. Some would taste good, others wouldn't. Customer-focused companies are incredibly consistent. Here's why.

Customer Experience 195

Customer Experience Hospitality Hospitality Manufacturing 195

CX Accelerator

OCTOBER 28, 2020

Luis Melo and I have great taste in music. I know this isn’t the original intent of the song, but to me, this points to the importance of listening to our customers — especially those things that frustrate and aggravate — and then learning from those mistakes. The question was, “What song sums up your aspirations as a CX leader?”.

CX 182

CX Start-ups Voice of the Customer Customer Expectations 182

Taylor Reach Group

JULY 17, 2017

How pervasive is the impending impact of artificial intelligence (AI) on the customer experience (CX)? In the time spent by much greater minds pondering this question from a broader viewpoint, machine learning continues to make its way into all facets of the customer experience. By: JD Fairweather. I see you, Uber.). Manipulation.

Machine Learning 251

Machine Learning Artificial Intelligence Customer Experience E-commerce 251

Beyond Philosophy

DECEMBER 22, 2022

When we talk about New Year’s resolutions, we usually talk about either breaking bad habits or forming good ones. We renamed the two systems for our book, The Intuitive Customer , the Intuitive System, which is fast and emotion-based thinking, and the Rational System, which is slow and logic-driven thinking.

Start-ups 78

Start-ups CX Customer Experience 78

Zendesk

FEBRUARY 22, 2023

Today, customers expect to have flexible and seamless shopping experiences. This increasingly vital retail customer experience helps customers communicate with businesses on the channel of their choice and allows for connected conversations. This results in more tailored and personalized experiences for customers.

Omnichannel 52

Omnichannel Retail Social Media Customer Journey Map 52

Beyond Philosophy

FEBRUARY 8, 2018

In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers. We all have because we are irrational by nature, especially as customers!

Construction 135

Construction Customer Experience CX Sales 135

Beyond Philosophy

MARCH 13, 2017

Since then, I’ve learned that it’s good to use your sense of humor in business. People remember things better when they’ve had a good laugh, so I try to get the audience laughing at my keynote speeches. Since I work in the customer experience field, I’m always able to find a funny story of a customer’s terrible experience!

Start-ups 125

Start-ups Customer Experience Customer Experience Management 125

Logicalware

OCTOBER 12, 2021

With two-thirds of companies now competing on customer experience alone, quality assurance enables contact centres to ensure they’re continuously delivering consistent, compliant and high-quality customer service [1]. What does a good quality assurance process look like? sold on to customers.?For for the customer,?and?lives

Scorecard 98

Scorecard Actionable Insights Compliance Construction 98

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. How can you be good at Product if you don’t have strong Product Judgment?

B2B 291

B2B Engineering Start-ups Transportation 291

C3Centricity

JUNE 8, 2020

After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Build Relationships with Strangers.

Hospitality 107

Hospitality Hospitality Social Media Innovation 107

Myra Golden Media

JULY 2, 2019

Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. How tactically using empathy helps you acknowledge customer concern and instantly create calm.

Customer Service 105

Customer Service 105

Beyond Philosophy

NOVEMBER 29, 0002

True to its name, Bunyadi – which translates from the Hindi as “fundamental” – will have a very complex, ‘unprocessed’ tasting menu with vegan and omnivore options, and will be opening in June. The architecture of the restaurant deserves mention – as evidenced by the rendering below. On one side, there will be a dining room.

Customer Experience 113

Customer Experience CX 113

Steven Van Belleghem

OCTOBER 7, 2020

It’s a very clever way of combining one of this century’s biggest problems – the war for tech talent – with a “Do Good For The World” strategy. It’s a very clever way of combining one of this century’s biggest problems – the war for tech talent – with a “Do Good For The World” strategy.

Transportation 98

Transportation Retail Education Start-ups 98

Shep Hyken

NOVEMBER 15, 2022

Creating a Good Customer Offboarding Experience . Shep Hyken interviews Tony Sternberg, CEO and co-founder at ProsperStack , a platform that helps companies reduce customer churn and increase their lifetime value. What looks like the end is actually a point where you can provide a great experience that retains the customers.

CX 52

CX Technology Technology Customer Service 52

Beyond Philosophy

AUGUST 10, 2023

But when they do customer survey data, the customers don’t think they are. The internal perception is shipping is going great, but the customers’ perception isn’t. For my part, it’s the customers’ perspective. So, if you feel good about your interpretation, you have a positive sum.

Education 78

Education Customer Survey Sales 78

Beyond Philosophy

MARCH 17, 2015

They hired Elmwood , a design firm that took a good look at their packaging and came up with a strategy to help them stand out. We have written a great deal about this in my new eBook Unlocking the Hidden Customer Experience. We have written a great deal about this in my new eBook Unlocking the Hidden Customer Experience.

Sales 151

Sales CEM Customer Experience Customer Experience Management 151

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. As I said, they’ve been quite busy. Branding is always evolving.

Start-ups 222

Start-ups B2B Customer Service 222

Beyond Philosophy

MAY 24, 2017

A fish sandwich that tasted too fishy to eat. They wanted good regional food – and that’s what the park started offering. This is an excellent example of an industry paying attention to its customers and giving them what they want. I wish I saw more of this kind of thing in my customer experience consultancy.

Gaming 138

Gaming Sports Hospitality Hospitality 138

Beyond Philosophy

AUGUST 23, 2018

Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about your design of them. The Rational System lets it.

Start-ups 82

Start-ups Customer Experience Customer Relationship Sales 82

Qualtrics

JUNE 21, 2019

Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Lessons from TV’s Most Notorious Customer Experience. Customer Service versus Customer Experience.

Customer Experience 52

Customer Experience Touchpoint Innovation CX 52

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. I’ve written about Apple’s decision to stop calling their retail shops a “store” and instead focus on giving customers a fresh experience – more like a gathering place than a store.

Artificial Intelligence 167

Artificial Intelligence Retail Customer Expectations Customer Experience 167

Beyond Philosophy

JULY 26, 2018

My colleague Professor Ryan Hamilton of Emory University discussed Reference Points in our recent podcast and how they are fundamental to the idea of customer expectations. Your Customers Have Expectations, Too. The way we evaluate everything is comparing it to something else, including Customer Experiences.

Customer Expectations 132

Customer Expectations Real Estate Customer Experience Customer Feedback 132

Intercom

MARCH 9, 2023

Imagine a customer service team with high turnover and low tenure across the board. Your customers will only ever speak to people who haven’t had the necessary time or mentorship to become experts. Unhappy teammates are less productive and the circle of a poor customer experience continues.

Customer Service 59

Customer Service Engineering Start-ups Education 59

Intercom, Inc.

MARCH 25, 2019

“The last thing that you give attention to is what happens when a customer tries to leave” The SaaS industry, unfortunately, is not immune to these poor experiences. You’ll hopefully learn from them, but it’s likely you will lose some customers along the way. Dealing with reality.

Construction 183

Construction Sales Customer Feedback Customer Experience 183

Beyond Philosophy

OCTOBER 16, 2017

We experience everything around us through our five senses , and more and more businesses are realizing just how important those senses are to customer experiences. The more senses you can appeal to at once, the more likely your customers are to have a good experience, which inevitably leads to repeat custom.

Start-ups 120

Start-ups CX Customer Experience 120

Chip Bell

JULY 2, 2019

No wonder their milk tasted so good!! It made me think about customer service…especially, the frontline folks who deliver the experiences (“milk”) to customers. But, the concept—happy cows make tasty milk; happy employees make happy customers—is a solid one. Our cows never seemed to be very anxious. What a life!

Start-ups 58

Start-ups Customer Service Customer Experience Innovation 58

CallCare

APRIL 3, 2023

Outsourced customer service solutions can save a business a lot of money. If your business is considering the switch from in-house to outsourced customer services , read on. In this guide, we explain exactly what outsourced customer services look like. What is outsourced customer service?

Customer Service 52

Customer Service Start-ups Customer Satisfaction Customer Feedback 52

Steven Van Belleghem

JANUARY 3, 2021

This has tremendous repercussions on the customer experience as it means that Netlfix has to constantly battle for attention in a big red ocean and has no other choice but to offer absolute top quality experiences and products. That is why everyone at Netflix is not just focussed on the customer, but absolutely obsessed with them.

Entertainment 104

Entertainment Customer Experience Innovation Start-ups 104

Zendesk

OCTOBER 3, 2022

The banking industry is by necessity very conservative, but with changing consumer tastes and expectations, financial institutions are striving to modernize the way they communicate with customers. We allow customers to make that decision.”. Neo Financial aims to do just that by disrupting the finserv industry in Canada.

CX 52

CX Education Innovation AI 52

Beyond Philosophy

AUGUST 8, 2018

These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization. Maybe it’s a discount on the product or an extra service for subscription customers. Menu Design Matters to Your Customers’ Choices.

Retail 111

Retail Customer Experience Customer Expectations 111

Beyond Philosophy

AUGUST 12, 2015

Wouldn’t it be great to know exactly what your Customers were feeling when they experience your products or services? We know that 50% of a Customers Experience is about how a Customer feels. So What Does This Mean for Customer Experience? This study means a few things to me for the customer experience.

Customer Experience 156

Customer Experience Start-ups Customer Satisfaction Customer Service 156