Inside Customer Service

APRIL 15, 2021

In customer service, we take this definition a bit further. Empathy means understanding the negative emotions your customer is experiencing and taking action to help them feel better. Empathy means understanding the negative emotions your customer is experiencing and taking action to help them feel better.

Legal 249

Legal Customer Service 249

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . We Are More Emotional on Our Phones Than Computers.

Transportation 348

Transportation Technology Technology Social Media 348

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

CX 97

CX CXM Customer Journey Map Sports 97

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

CX 307

CX Customer Journey Map CX Transformation Government 307

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. But no more. Acknowledge.

CX 97

CX CXM Customer Journey Map Education 97

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Recognize that customer emotions apply.

Customer Experience 155

Customer Experience B2B B2C Customer Relationship 155

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn.

AI 143

AI Machine Learning Social Media Customer Relationship Management 143

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. Emotions create memories.

Net Promoter Score 188

Net Promoter Score Entertainment Customer Loyalty Healthcare 188

Beyond Philosophy

MARCH 15, 2024

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. Do you have a comprehensive approach? We doubt it.

Start-ups 88

Start-ups Customer Relationship Customer Service Customer Experience 88

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. EQ Realm #1: Know your emotions.

Customer Service 78

Customer Service Customer Relationship Customer Experience 78

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. I knew these customers would leave my client when the competition had a good enough offer. After all, don’t loyal customers bring you repeat business?

Social Media 88

Social Media Customer Loyalty Technology Technology 88

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. And the job of employees is to serve to satisfy the customer. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them. Customer service is what you do for your customers. And it’s THEIR experience, not yours.

CX 78

CX B2C Hospitality Hospitality 78

Bill Quiseng

MAY 31, 2023

Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. For starters, let me give you these simple definitions: Customer service is what you do for your customers. Customer experience or CX is how your customers feel about what you do. Why only three?

Customer Loyalty 109

Customer Loyalty CXM Social Media CX 109

Beyond Philosophy

MARCH 21, 2024

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. To that end, I have five rules to handle a customer crisis. Rule #1: Have a plan and process.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Beyond Philosophy

MAY 13, 2023

It turns out that IQ without EQ, or emotional intelligence, doesn’t inspire teams to meet or exceed their goals. Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. We will explore the five realms of EQ, starting with knowing your emotions.

Customer Satisfaction 78

Customer Satisfaction Customer Service Customer Experience 78

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. It’s emotional. Having that kind of bond with your customers is fantastic for your business. The same is true for customers.

Customer Loyalty 172

Customer Loyalty Start-ups Customer-Centric Organization Customer Relationship 172

Customer Think

FEBRUARY 11, 2024

Delivering memorable customer experiences and managing engagement with precision are paramount for driving increased revenue and fostering loyalty. Creating Emotional Bonds Through Enhanced […]

Customer Experience 72

Customer Experience 72

ECXO

NOVEMBER 19, 2023

Executive Session formato convencional The European Customer Experience Organization (ECXO) is delighted to announce that Prof. We will be discussing ‘Strategic Design: The Key to Building a Successful Business & Captivating Customers ,’ a crucial element for corporate success. Jan-Erik Baars Prof.

Actionable Insights 122

Actionable Insights NPS CX Customer Feedback 122

Beyond Philosophy

AUGUST 12, 2020

Traditional journey mapping is what a customer is doing, but is missing a few things. It gives you a rational customer process, meaning an account of how they move through your experience from point A to point B, but no insight into how people behave as customers and why they do what they do. .

Customer Journey Map 187

Customer Journey Map Net Promoter Score Start-ups Retail 187

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. Emotion detection. Intent analysis.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. In this second week, I give you Principle Two: Create their Experience. QUI Takeaway: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason.

Customer Loyalty 109

Customer Loyalty Touchpoint Customer Expectations CX 109

Beyond Philosophy

FEBRUARY 29, 2024

Mental Accounting Helps Us Manage Emotions What we can see from these examples is that mental accounting helps us manage our emotions regarding our spending. From a Customer Experience perspective, mental accounting has some key strategy points. So, What Should You Do With This Information?

Finance 78

Finance Customer Experience 78

Beyond Philosophy

JULY 11, 2020

The 5 Rules for Making and Managing Customer Memories. I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Emotions create memories. Emotions create memories.

Start-ups 140

Start-ups Customer Loyalty Customer Experience CX 140

Beyond Philosophy

APRIL 12, 2024

The manager knows him, we chat, and he recommends a lure. It has cool features, like Spotify Wrapped and DJ playing mode, that enhance the music and user experience but aren’t creepy. Facebook dives deep into Colin’s life for personalized ads, which he doesn’t appreciate, nor do they enhance his experience.

Gaming 88

Gaming Customer Relationship Sales Technology 88

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. However, that concept might not influence the effect that you need to prioritize in your experience.

Customer Experience 177

Customer Experience Start-ups Customer Relationship Management Customer Relationship 177

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. The two systems represent the fast and emotional system and the slow and deliberate system.

Government 174

Government Customer Experience Management Customer Experience CX 174

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. What I observed wasn’t a steadfast commitment from their customers; rather, it appeared to be inertia. They can articulate why they prefer your offering.

Customer Loyalty 88

Customer Loyalty Management Consulting Education Customer Experience 88

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. We know that customers usually want easy things.

Customer Experience 195

Customer Experience Non-Profits CX 195

Intercom, Inc.

APRIL 14, 2020

“A team takes its tone from its leader,” says our Global Director of Customer Support Kaitlin Pettersen. Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

Uniphore

JULY 8, 2021

We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. Nobody plans to or wants to call customer service. While it doesn’t have to be an enjoyable experience, it should at least be an effortless experience, don’t you think? Requirements.

Sales 246

Sales B2B AI Customer Service 246

Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. It’s called Discount Tackle, and the manager knows me. Discount Tackle provides value in the experience by making the interaction personal to improve my fishing experience.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment. Today, I want to tell you my real-life customer experience story.

Hospitality 97

Hospitality Hospitality Social Media CX 97

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

Customer Loyalty 156

Customer Loyalty Customer Experience Customer Experience Management Customer Service 156

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. So, what does a job to be done have to do with customers?

Sales 78

Sales Customer Experience 78

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169