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. They are wrong. Do you have a comprehensive approach?

Start-ups 88

Start-ups Customer Relationship Customer Service Customer Experience 88

Inside Customer Service

JUNE 30, 2022

We've all had a mentor give us customer service advice. My first boss stressed the importance of greeting every customer. Like the old idea that companies should respond to customer emails within one business day. Concepts go out of style, customer preferences change, or we discover a better answer. Good luck.

Customer Service 130

Customer Service 130

Zendesk

AUGUST 17, 2021

“The customer is always right.”. The idea was coined by a turn-of-the-century retailer, and it’s so common that many businesses make it a mandate for their customer service teams. But, like any principle, “the customer is always right” shouldn’t be taken literally. Here’s why.

Retail 98

Retail Legal Customer Service Customer Expectations 98

CX Accelerator

OCTOBER 28, 2020

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. We don’t necessarily try to fix the customer but we definitely try to fix the problem for the long term.

CX 281

CX Start-ups Voice of the Customer Customer Expectations 281

Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. As I believe – or actually, know – that a well executed VOC programme is essential for any company that wants to be customer centric, this pains me.

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

Inside Customer Service

FEBRUARY 18, 2021

The CEO loses interest and announces a customer experience initiative. Never mind that nobody quite knows where service culture ends and customer experience begins. Your organization can't be customer-focused if your leaders can't focus. A few leaders broke the cycle and did it right. Tell me if this sounds familiar.

Customer Satisfaction 284

Customer Satisfaction Start-ups Customer Service Customer Experience 284

Intercom, Inc.

JANUARY 31, 2023

And Intercom’s area of focus – customer service – is among those most poised to benefit. The trickiest thing about large language models (LLMs) is that they’re great at appearing plausible, even when they’re wrong. We always believe the best way to cut through the hype is by putting real features in the hands of our customers.

AI 188

AI Start-ups Technology Technology 188

Intercom, Inc.

JUNE 30, 2022

From dull subject lines to the wrong questions, from sending out questionnaires after the fact to sending them way too often, there is a lot that organizations have gotten wrong about how to design a survey. It’s less work, it’s less intrusive, and it gives you the opportunity to do another one if the first one goes wrong.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

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.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

Beyond Philosophy

AUGUST 27, 2022

Unfortunately, intuition isn’t always right. Key Ideas to Improve your Customer Experience. 15:51 We discuss how you might not always know which kind of environment you are in, kind or wicked, and are often fooled; this video also explains how people get fooled and why. Please tell us how we are doing!

Management Consulting 141

Management Consulting CX Customer Experience 141

Intercom, Inc.

APRIL 4, 2018

We’ve written a lot about how to send the right message at the right time. And while timing is important, how many messages you send also plays a role in your customers’ experience. If your customers feel they’re receiving too many messages, it’s not just about message volume. There’s more at play. The other four?

Government 216

Government Start-ups Customer Experience Sales 216

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Loyalty 173

Inside Customer Service

MARCH 24, 2022

Many customer service employees automatically offer free or discounted food, products, or services when something goes wrong. Why do we give freebies to angry customers? Giving a customer a free cup of coffee to apologize for a long delay can be a small token of appreciation. Didn't like your meal? Here' a free dessert.

Start-ups 130

Start-ups Customer Service 130

Steven Van Belleghem

JANUARY 26, 2022

But an outstanding customer experience happens when you figure out how to improve the level of human service using technology. You cannot expect customer service staff to remember every detail of every individual’s history with the company. Many companies just never seem happy with what they achieve for their customers.

Customer Service 135

Customer Service Entertainment Manufacturing Gaming 135

Intercom, Inc.

NOVEMBER 24, 2021

Luck always plays a role, the question is how big a role. Your decision-making process is slowing you down. . Speed is every startup’s biggest competitive advantage. We know that moving at speed is all about making decisions quickly and acting on them – but quick decisions get a bad rap. . The challenges of quick decision-making.

Customer Retention 257

Customer Retention Construction 257

Beyond Philosophy

SEPTEMBER 2, 2023

We can always tell whether something is a good or bad deal. Knowing that customers have different ways they evaluate your pricing that are sometimes inaccurate shouldn’t upset you, though. There are three basic ways that customers evaluate your prices. Since we don’t always do the math, it works.

Retail 78

Retail Start-ups Customer Experience 78

Inside Customer Service

APRIL 21, 2022

Someone who had never spoken to a customer. What if they say or do the wrong thing? Why are customer service scripts a bad idea? That's the feeling customers get when they like and trust you. Customer: "Hi, my name is Alicia. Agent (sticking with the script): "May I please have your customer id number?"

Customer Service 159

Customer Service Start-ups Customer Experience 159

Logicalware

MARCH 14, 2022

Is your IVR creating the right first impression of your business? If you want to connect with a customer support agent, press 2”. If you want to connect with a customer support agent, press 2”. We’ll also discuss the benefits of voice bots to help you decide if they’re right for your contact centre. What is a voice bot?

Start-ups 96

Start-ups CRM Sales Technology 96

Intercom, Inc.

FEBRUARY 11, 2020

A retention campaign that paints a commercial relationship as a personal one will always be awkward at best and at worst will create ill will. The mistake at the heart of the “We Miss You” message is that it represents the customer’s relationship to the business as personal, not commercial.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Intercom, Inc.

SEPTEMBER 6, 2022

Small changes are easier to build and faster to review, enabling us to deliver value to customers more quickly. No one gets it right all the time. Allow yourself room to be wrong, learn from the mistake, and adjust quickly to correct it. If you’ve already sunk weeks into a change, there is often less room to be wrong.

Engineering 138

Engineering Start-ups Gaming Sales 138

Futurelab

DECEMBER 27, 2023

When I explained what I do as a “CX consultant” – helping companies understand and better serve their customers – he said, “Oh, the exact same thing I do!” ” I had to laugh, but he was actually right. Is this a service to the customer? He asked me where I was from and what I did.

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Intercom, Inc.

JANUARY 5, 2021

A problem statement focuses on what the customer needs, not what you think the solution should be. A problem statement should always contain three pieces of information: the outcome that the customer wants, why they want that outcome, and problems with the status quo. 1: The outcome the customer wants.

Transportation 279

Transportation Start-ups Finance 279

Fonolo

NOVEMBER 30, 2017

Since the inception of the voice channel, businesses have faced and overcome many obstacles to improve the experience for customers. Yet, this channel continues to be the bane of many customers’ existence. If your call center still makes customers cringe when they dial into support, it’s time to take action.

Contact Center 194

Contact Center Customer Feedback Start-ups Customer Service 194

Steven Van Belleghem

SEPTEMBER 28, 2022

I always try to focus on the hopes, not the fears. Be fun – create joy for your customers. When I went to see Top Gun 2 with my family, we loved it so much that it inspired me to create a new concept, which I called the “ Top Gun Effect ”: it’s about creating CX experiences that are simple and old-fashioned ‘feel good’ done right.

CX 113

CX Social Media Sports Innovation 113

Intercom, Inc.

SEPTEMBER 9, 2022

In CX, neural networks will likely be used with more traditional machine learning methods to choose actions that provide the best interaction possible with the customer. While it’s likely that more realistic claims close fewer accounts, it pays off in customer retention. AI has been quite overhyped in the past. The hype strikes back.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Zendesk

FEBRUARY 16, 2021

It seems like everyone is talking about the customer these days, but it hasn’t always been a top priority. Long viewed as a cost center by many businesses, customer service has been thrust into the spotlight during the pandemic. But this customer-first approach is more of a throwback than a novelty.

Retail 98

Retail Touchpoint Customer Expectations Start-ups 98

Beyond Philosophy

AUGUST 22, 2020

Without the guide of “right” and “wrong” to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. THIS is the Big Reason You Make Mistakes. We make a lot of subjective decisions. Key Takeaways.

Customer Experience 135

Customer Experience CX Sales 135

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it.

Start-ups 78

Start-ups Customer Experience Sales 78

Inside Customer Service

APRIL 15, 2021

I think we've fixed everything, but I'll be right here just in case something goes wrong." Empathy like this doesn't always come easily. Empathy like this doesn't always come easily. In customer service, we take this definition a bit further. Customer service managers tell me empathy is the top skill they hire for.

Legal 250

Legal Customer Service 250

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023. It includes 1.5

Contact Center 147

Contact Center Start-ups Education Customer Satisfaction 147

Win the Customer

FEBRUARY 27, 2015

Unhappy customers cost businesses $537 trillion each year. The customer is NOT always right, but even wrong customers can significantly impact your business for the better. Business Call Center Customer Experience Infographic Technology'

Technology 144

Technology Technology Customer Experience 144

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Here’s what the customer said: Having a customer service number to contact you would be nice.

Contact Center 100

Contact Center Customer Service Customer Experience 100

Steven Van Belleghem

NOVEMBER 15, 2023

Every company leader I meet (ok, almost every one of them), has the great intention of getting customer experience right. That’s why I wrote my new book : to help companies develop their full CX potential by fostering a culture that is obsessed with the customer. This translates into overspend.

Construction 57

Construction Customer Experience Engineering CX 57

Fonolo

DECEMBER 15, 2020

It’s always difficult to predict trends, especially during uncertain times. A prudent organization believes in Murphy’s Law: i.e. anything that can go wrong will go wrong. A prudent organization believes in Murphy’s Law: i.e. anything that can go wrong will go wrong. Crises do occur. Contact Center Trends 2021.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

Shep Hyken

JUNE 15, 2022

At a recent conference, I enjoyed an interview with a business owner who shared some of his customer service philosophies. He taught several lessons that day, but the one that stood out was how he handles angry customers. His manager taught him how to respond to a disgruntled customer. The sauce didn’t taste right.

Customer Service 72

Customer Service 72

Customer Service Life

OCTOBER 28, 2023

One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” I still firmly believe that the folks serving customers should be focused on caring for them until all of their issues have been resolved. actually means, “Customer, you’ve been talking for a long time.

Contact Center 104

Contact Center Customer Satisfaction Customer Service Customer Experience 104

Steven Van Belleghem

JANUARY 10, 2022

Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. Customers will never love a company until the employees love it first. If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers. Donald Porter. Simon Sinek.

Customer Experience 125

Customer Experience Gaming Government Start-ups 125