BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Be considerate about what roles they have to play in the transition. It’s our job to help that happen – with a couple of firm provisos. Yes, Legal, we’re looking at you.

Customer Care 177

Customer Care How To Sports Case Study 177

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. We Are More Emotional on Our Phones Than Computers. To me, this makes sense at an intuitive level.

Study 348

Study Transportation Survey Technology 348

BlueOcean

MARCH 7, 2024

“The relationship between our organization and Blue Ocean is so special and unique,” said the Senior Director of Customer Success & Product Delivery at the client. Since the beginning, I knew there was something unique about this company. This award affirms that we are succeeding in our pursuit of excellence.”

Sales 177

Sales Customer Service Sports Contact Center 177

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. He also revealed what gets him going and what excites him the most about the future of Uniphore. He also revealed what gets him going and what excites him the most about the future of Uniphore.

Meeting 246

Meeting Culture Exercises Connections 246

Customer Bliss

FEBRUARY 18, 2022

Over the last two years, I’ve had the pleasure of interviewing many of the people on the list, so I’ve pulled out some of my favorite highlights from our conversations that look to the future of experience leadership. He explains that it’s about caring what needs to be done today in order to keep a customer or employee.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

First, most business people aren’t taught to think this way. Instead, we’re told to create business plans that include pages and pages about GETTING customers. It’s all about operations, processes, and financials. It’s understandable that our roles are defined by the internal processes and operations of our businesses.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

ShepHyken

APRIL 16, 2024

She was friendly and funny, and her positive attitude about her job inspired us. Most people would agree it’s much more fulfilling to aspire to excellence than to settle for mediocrity. When we aspire to excellence, it makes us feel better about our jobs and what we’re doing. What a great attitude! Don’t be ordinary.

Hotels 142

Hotels Customer Service Training Customer Service Training 142

Steve DiGioia

JULY 30, 2020

That crazy uncle that tells the worst jokes, that neighbor who’s always sticking her nose in your business, or how about that coworker that constantly tries to “one-up” you and take all the credit for your work? These certainly are people that we can do without. Pet Peeve #5 – People Living in La La Land.

Tips 282

Tips Meeting Interaction Examples 282

Beyond Philosophy

APRIL 11, 2024

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: One of the things I talk about a lot with clients is customer emotions. It’s our job to determine what it is. Both are fair questions.

How To 78

How To Exercises Video Customers 78

Bill Quiseng

DECEMBER 6, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Steve DiGioia

JULY 5, 2021

I say we should do our part to lessen the burdens carried by our fellow man. When we go to the dry cleaner, supermarket, gas station, or bakery, let’s try our best to share a little ray of sunshine with those who serve us. We all can use a few more people like you.”. “I It’s amazing how you make people feel.”.

Financial 325

Financial Tips How To Interaction 325

Customer Bliss

JANUARY 17, 2020

That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life? It made my career.

Chief Customer Officer 327

Chief Customer Officer ROI Banking Financial 327

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. We get about 60 calls a day, on average these take about 7.5

Technology 207

Technology Video Connections Interaction 207

ShepHyken

JULY 29, 2020

I want to predict the experience I’m going to have with the people and places I do business with. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. We want our products to always work and do what they are supposed to.

Customer Experience 254

Customer Experience Customer Service Hospitality Customer Service Training 254

ShepHyken

APRIL 9, 2024

Most people think satisfied customers are happy and will come back. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

TechSee

SEPTEMBER 28, 2023

What would it take to make people want Generative AI? Do people know what Generative AI is? However, only 7% of people use it daily, rising to 12% weekly. Why are people concerned about Generative AI? At a high level, people are concerned about data privacy, safety, and reliability.

Chatbots 124

Chatbots Study Survey User Experience 124

ECXO

FEBRUARY 26, 2024

However, I also realized that many are not sure how to develop intentional positive experiences with a clear understanding of how people react to stimuli and that in the end, it’s about making decisions. I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions.

Sales 115

Sales Customers Social Media Examples 115

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” Plus, gender is part of it.

Policies 143

Policies Exercises Examples Financial 143

Beyond Philosophy

FEBRUARY 29, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. It was our version of Mental Accounting. People have various rules regarding found money. Listen to the podcast: I am excited.

Banking 78

Banking Financial eBook Examples 78

Beyond Philosophy

MARCH 28, 2024

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: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” Eating right has become part of our lifestyle.

CRM 78

CRM eBook Hotels Exercises 78

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Moreover, because it is based on information they gleaned from watching and collecting data about my behavior on the platform, it freaks me out.

Advertising 78

Advertising Conference Technology Brands 78

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. What brought this up was a podcast listener who had a pickle they wrote us about. She asked the right blokes about this one. Value is fundamental here.

ROI 78

ROI Return on Investment Exercises Measurement 78

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Bill Quiseng

NOVEMBER 22, 2023

NOW is our time for a CX Revolution! For starters, customer experience or CX is about the customers’ emotional value of their experiences. This is our time for a CX Revolution! This is our time for a CX Revolution! This is our time for a CX Revolution! Let’s not just serve to sell to our customers.

Customer Journeys 97

Customer Journeys Self Service Customer Service Training NPS 97

Forrester's Customer Insights

OCTOBER 31, 2019

This time it’s short and it summarises our suite of awareness, behaviour & culture research (security ABC )! I joined Forrester 18 months ago, and we (like many in the industry) were covering and talking about all sorts of brilliant […].

Culture 20

Culture Report Industry 20

Beyond Philosophy

JUNE 15, 2023

Unfortunately, people often form codependent or dysfunctional relationships with brands. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Brands 145

Brands Banking Insurance Conference 145

Bill Quiseng

JANUARY 3, 2022

We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion. We express information, and our suggestions and recommendations. We RECOGNIZE, honor, and offer accolades for our team’s acts of service.

Customer Care 200

Customer Care Customer Service Culture Customers 200

Beyond Philosophy

FEBRUARY 8, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Here’s what Smith had to say: To reiterate Smith’s message from the video, words matter in ways deeper than what our conscious layer processes them as.

How To 78

How To Exercises Video Policies 78

Bill Quiseng

JUNE 28, 2023

For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. They care more about profits and didn’t care much about their patients. They only care about how big the doctors and nurses care about them. This is our time. Well, no more! Let’s be loud and proud.

Healthcare 165

Healthcare Hospitality Social Media Financial 165

Brandwatch CX

JANUARY 29, 2024

Brandwatch uses our presence on sites like LinkedIn and Twitter to generate leads, so we’re going to preach what we practice. Our social media marketing guide will get you going on that front. We offer a social listening platform and to generate interest around that we need to show off what it can do and reach the right people.

Social Media 98

Social Media Tips Groups Brands 98

Beyond Philosophy

FEBRUARY 15, 2024

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: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. People tend to lash out when angry.

Connections 88

Connections Loyalty Brands How To 88

Integrity Solutions

APRIL 8, 2024

The Impact of Mindset on Sales Success Regardless of how many sales techniques someone has mastered or how knowledgeable they are about your solutions, if their mindset is working against them, they will hit a brick wall. We not only see it every day in practice, our research also bears it out. People are motivated by different things.

Sales 73

Sales Training Financial Travel 73

Beyond Philosophy

FEBRUARY 1, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Our readers enjoy $ 500 off their first YouGov survey. However, regular readers will recall that people don’t always know why they do what they do.

Consumers 78

Consumers Self Service Survey System 78

Beyond Philosophy

JULY 14, 2022

Today we will talk about how to be funny and use humor to your advantage. When we make people laugh, it’s disarming. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive. It can be good for our relationships. . It can reduce tension.

How To 165

How To Examples Comparison Course 165

Beyond Philosophy

JULY 16, 2022

If you do, could vote for us in the People’s Choice Podcast Award? Our first pickle comes from Jane, who works at a large business-to-business company. Our second, extra pickle, comes from Elizabeth, who asks, how is inflation affecting people’s ability to buy? Tell us about it here. Thanks very much.

Consulting 157

Consulting Survey Voice of Customer Financial 157