Відео

As always highly engaging conversations from Steven🤩🤩🙏

great:)

Which financial services company was this Steven? I heard Opium, but that's obviously wrong.

Even een beetje hierop door-gefilosofeerd: en als je het nog verder doortrekt binnen organisaties, en nog meer afdelingen erbij zou betrekken, dan kom je uiteindelijk op de 'ziel' van het bedrijf, en dat is volgens mij dan het punt waar klanten zich door aangetrokken voelen, en waarmee je klanten aantrekt. Of sla ik nu door ;-)

Nice content

Greta talk:)

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😅

This guy is a rallycoin scammer

I like the way you get your viewers to think, this is great insight, thanks for sharing

Thanks for Making content.

Spot on Steven! Customers absolutely hate being 'shuffled around' to various people if they have a problem and need help. [I know I do!] I have always advocated that the person answering the call 'takes ownership' of helping that customer. [even if they are from a different department or not an expert on the subject]. They should try to find out as much as they can about the problem and what the customer wants to happen to resolve the problem. Make sure they get all the customer's details [name, address, dates, model and invoice numbers etc]. Then take the necessary action. If it involves speaking with another member of staff - promise to get back to the customer as soon as possible - but make sure YOU do that and not pass the problem over to someone else! [the faster you can do this and resolve the problem, the more satisfied the customer will be!] Finally, I always suggest leaving your direct contact number with the customer too [if that's possible] and tell them to get in touch with you if they need further help.

Good one steven

hi , again super informative cast. thank you

🎯 Key Takeaways for quick navigation: Digital convenience *has become crucial in B2B markets due to recent rapid changes, including remote sales and virtual events.* B2B buyers *now demand convenient solutions, emphasizing the importance of digital convenience.* Leveraging technology *and data can create faster, hyper-personalized, and more convenient solutions for B2B customers.* Data-driven strategies, *exemplified by companies like ISS, can anticipate customer needs and provide proactive solutions.* Future B2B *digital interfaces will be invisible, personalized, effortless, and proactive.* Direct-to-consumer approaches, *while challenging for some B2B companies, offer opportunities to understand end-users and enhance services.* Becoming a *"partner in life" for customers involves understanding their needs beyond products and adding societal value.* The human *touch remains crucial in B2B sales and marketing, focusing on empathy, creativity, and enthusiasm.* As digital *channels expand, B2B salespeople must adapt to selling online and scaling human touch through screens.* Having informal *interactions with customers, even outside of business, shows care and costs nothing.* As face-to-face *interactions decrease, it's essential to engage with customers on social media and show genuine interest.* Focus on *clients open to digital engagement, congratulate them on personal milestones, and scale human touch digitally.* In virtual *events, allocate time for informal interactions to enhance human connection.* Empathy, combined *with timely proactive assistance, strengthens customer relationships.* Businesses are *expected to address societal issues; customers look to them for solutions.* B2B companies *can contribute positively to society, even if not on a global scale, by leveraging their strengths.* Enhance B2B *customer value through great products, digital convenience, partnership, and societal impact.* Ultimate convenience *is now a commodity in B2B markets; customers expect more holistic value propositions.* Evaluate how *well your organization integrates product, digital, partnership, and societal impact for maximum customer impact.* Even in *product-price-focused markets, digital convenience can still be a significant differentiator.* Invest in *all four components (product, digital, partnership, societal impact) for future success in B2B markets.* Challenge yourself *to envision the ultimate scenario for each component and work backward to achieve it.* Made with HARPA AI

I'm spellbound by this. I read a book with similar content, and I was absolutely spellbound. "The Art of Meaningful Relationships in the 21st Century" by Leo Flint

GREAT initiative to “talk” to customers. You should ask Belfius, Telenet and Fluvius to do the same, and ask/tell/suggest/order them to talk to and ask their customers how they feel/think/suffer from their (incomplete, estranged) “business processes” and (so-called) digital approach. You will be amazed how real life differs from their perceived “well-working” processes.

🎯 Key Takeaways for quick navigation: 00:16 🏢 *B2B companies prioritizing customer experience* - B2B companies like ISS from Denmark prioritize customer benefits. - ISS partners with IBM to enhance customer service through data analytics and AI. - Coning, a Finnish elevator company, focuses on preemptive maintenance through interconnected elevators. 01:53 🛠️ *Innovative approaches in customer service* - ISS utilizes sensors for efficient facility management and customer satisfaction. - Coning's elevators communicate to prevent breakdowns, showcasing proactive maintenance. - Both companies exemplify leveraging technology for enhanced customer experiences. 03:15 🚀 *Advancing B2B customer experience* - Encouragement for B2B companies to innovate customer experiences. - Suggestion to envision ideal customer experiences and work backward to implement them. - Highlighting the importance of collaborating with visionary customers like Autodesk did with Jim Cameron. Made with HARPA AI

You explained this perfectly 😊🎉

Trust the process, you say? Well the largest moguls I am in contact with - being banks, telcos & energy cys - have many INCOMPLETE or MISSED processes (really!). And they flat out ignore customers that fall in those voids/black holes. 99% process + 1% mental fkexibility is not 100% of reality. Really! You cannot imagine how much is “outside” of the standard business processes. IT analysts very often just do not capture real life, so lots of use cases are NOT handled resulting in NON-EXISTING customer experience. And the companies flat out ignore the customer cries for (legitimate) help.

It sure as hell doesn’t work at safelite. Well I guess it does work in their favor because you can do everything else right but if your nps is a touch under what they want they don’t have to pay you what your worth. Have all the nps you want but don’t base my pay on the subjective opinion of people who know NOTHING about auto glass. Nps is literally the reason so many technicians have been bilked out of thousands, perhaps millions of dollars. Way to go safelite no wonder why everyone hates working there 😂

Most customer service these days in the UK has gone right out of the window. It's absolutely shocking. No respect what so ever.

Canada Goode is THE WORST! you can send the coats in but They dont send the coats back! They have held my coat hostage all winte in 33 below zer degrees., DO NOT BUY CANADA GOOSE!!!!

Lose some weight

Shut up

This is so true 😂😂

AI will never get tired of the work it was created to make, unlike human doctors who has own every day struggles.

This is a meaningful piece; akin to a book celebrated for its depth and wisdom. "The Hidden Empire: Inside the Private Worlds of Elite CEOs" by Adam Skylight

David Maister famously stated in the first edition of his best-selling book "The Trusted Adviser" (2000) that 'to gain trust you must be prepared to give something first'. Maister revised this in 2010 to - "to gain trust you must be prepared to give something first ....without the expectation of receiving anything back"

Lovely...u are amazing 🤩 question is : is my brand an Oxpecker or a fly🤗🤗🤗

If I was a customer of whatever you brand running I would be thankful fpr this idea as a customer. But today's fast-food mentality society does not care about loyalty. They will use and abuse such system. We have this ''come and go'' mentality. If it was 90's or early 00's you would have better feedback. I dont know what do you think ?

Please speak in hindi.

Amazing video. Always love to listen to your UA-cam videos and Podcasts.

Excellent video, Steven! I’m really interested in the topics of high value customer agents, effective empathy, CX for life and the world, and pre-loved is hot, in particular. I’m pivoting my career into CX and this really got me excited and encouraged that I’m heading in the right direction! Hoping to read your book, as well.

Dear Steven ,Thank you for sharing your precise insight for 2024. It means a lot to all at every level in Companies to create an 'Excellent CX Culture.' - Dhammika Kalapuge

Very insightful…lot of new ideas learned…thank u 🙏🏻

consumers are plenty, loyalty is good and needed for but not a priority, marketing alone can handle it well...business should be business proffesionally, making clients friends would be awesome in a ideal world but in reality its just inviting more hassle, potential backstabbing and problem with transaction. I hope I am making a good point-from a layman in business perspective.

WAIT NPS IS MY SCHOOL

Why can’t I just pick the music myself? I feel like the more we entrust our mundane task to A.I the more we render ourselves obsolete. It’s almost as if we’re building our own modern day slave master in a world that will ultimately become our prison! Wake TF up people!

But what if they had the ability to create context?

Still waiting for Cortana from halo or EDI from mass effect. Now that is AI

Er, I don't want the AI to decide for me, thanks. I can search for what I want perfectly fine, I'm not That lazy.

It's not a problem...?! That's like taking the first step to Skynet.

I think thats asking for AI to read minds and thats not something I want AI to be capable of.

Why would we ever want to give AI context…

Steven can you give me the link which as the course of marketing people can take that.

Steven can you give me the link which as the course of marketing people can take that.

The algorithm has no access to your context. Because normal people do not want to share such information with the internet because of privacy. Otherwise it would use your context.

"Complaints are not meant to be resolved it's meant to be responded and that's why you are here" my 1st day of training as CS.