Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. If you enjoyed this post, you might be interested in the following blogs and podcasts: What Should Wells Fargo Do Now? 8 September 2016.

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Beyond Philosophy

OCTOBER 3, 2016

In a previous blog we learnt that we all have two systems of thinking : our intuitive thinking and our rational thinking. When we work with our clients in the Customer Experience Consultancy side of Beyond Philosophy, we share these heuristics and help our clients design an experience that appeals to their customers’ need for easy.

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Mindtouch

OCTOBER 14, 2016

Monte Enbysk, Writer, Marketing Consultant, Microsoft Alumni Network, @monteenbysk. David Farbey, Senior Technical Consultant, Myriad Associates, @dfarb. Robert Hempsall, Highly Skilled Information Designer and Consultant, Information Design Ltd, @roberthempsall. Kat Nagel, Owner, MasterWork Consulting, @katnagel.

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Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. By 2016, he was right about his predictions following the JetBlue interaction. In other words, brands behave like humans in these channels.

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Beyond Philosophy

SEPTEMBER 12, 2016

As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time. If you enjoyed this post, you might be interested in the following blogs: 3 Ways Customers’ Minds Play Tricks on Them. What people do is much different than what people say they will do. Destroying Brand Experience, One at a Time.

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Beyond Philosophy

OCTOBER 31, 2016

As global Customer Experience Consultants, we say that KPIs tied to your Sales Goals influence the culture to focus on its goals rather than on what the customer needs or wants. If you enjoyed this post, you might be interested in the following blogs: Unbelievable Violation by World Renowned Bank —Record Fines!

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Beyond Philosophy

OCTOBER 17, 2016

In our Customer Experience Consultancy, Beyond Philosophy , we emphasize teaching customer-facing employees to recognize people’s emotions and manage them to a better emotional outcome. If you enjoyed this post, you might be interested in the following blogs: Why the Customer Experience Doesn’t Create Loyalty.

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Beyond Philosophy

SEPTEMBER 26, 2016

As Customer Experience Consultants, we see organizations trying to change customers’ habits all the time. If you enjoyed this post, you might be interested in the following blogs: 3 Common Ways Customers Make Decisions. Most of your competitors are working to break your customers’ habitual behavior, too. Changing Customers’ Habits.

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Beyond Philosophy

JULY 11, 2016

In our Customer Experience Consultancy, we see a few common errors made by organizations as it pertains to their digital transformation. We see this all the time as Customer Experience Consultants. Join us on Thursday, July 14 th , 2016, at 11 a.m. All of these connected devices are delivering Digital Customer Experiences.

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Beyond Philosophy

JULY 13, 2016

As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience. However, in our Customer Experience consultancy, we have faced tasks as daunting as this and succeeded. Join us on Thursday, July 14 th , 2016, at 11 a.m. Register here today !

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Beyond Philosophy

DECEMBER 8, 2015

The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? appeared first on Beyond Philosophy | CX Consultants | Customer Experience. This, as noted, is the tip of the employee emotion, attitude, and behavior research insights iceberg. There’s a lot more to tell.

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Beyond Philosophy

MARCH 7, 2016

A recent blog cites Old Spice as an example of a big brand that uses humor effectively, in its “The Man Your Man Could Smell Like” ad campaign. Embedd this video in blog. Heinz used a different kind of humor to promote its ketchup products during the 2016 Super Bowl. How to Make A Great First Impression with your Website.

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Beyond Philosophy

DECEMBER 19, 2017

in 2016 to 7.75 It is the essential concept we tout at our global Customer Experience consultancy. My first work as a customer experience consultant was there. In my experience British companies like to do things by themselves rather that invest in bringing in consultants like ours. Per the report, brands in the U.K.

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Beyond Philosophy

NOVEMBER 9, 2016

To learn more about these fascinating and compelling concepts for business, please join our training for $59 which complements our latest book The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). How to Measure Customer Emotions. 3 Critical Change Management Steps.

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Beyond Philosophy

NOVEMBER 7, 2016

To learn more about these fascinating and compelling concepts for yourself and business, please register for our 3 part Training Course based on our latest book: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016) for only $59! Follow Colin Shaw on Twitter @ColinShaw_CX.

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Beyond Philosophy

OCTOBER 29, 2015

Morgan Stanley upgraded LULU , predicting that the stock will continue its success in earnings for 2016. If you enjoyed this post, you might be interested in the following blogs: 5 Ways to Make a Great Impression on Your New Customer. They are upgrading the stock and forecasting a positive turning point the brand by the 4th quarter.

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Beyond Philosophy

AUGUST 29, 2016

It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. As Customer Experience Consultants, we see these influences play out every day in how customers make decisions. All people have different influences that come to bear on what they buy and from whom.

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Beyond Philosophy

OCTOBER 26, 2016

In our customer experience consultancy, we do this by conducting customer mirrors where we stand in the customer’s shoes at each point along the buying journey. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Beyond Philosophy

FEBRUARY 27, 2017

In our customer experience consultancy, we’ve found that there’s often little connection between the concept of employee loyalty and customer loyalty, and that’s a big mistake. It was one of Fortune Magazine’s 100 best companies to work for in 2016, and it is committed to giving employees a path to advancement by promoting them from within.

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Beyond Philosophy

SEPTEMBER 5, 2016

As Customer Experience Consultants, we see irrational behavior by customers all the time. If you enjoyed this post, you might be interested in the following blogs: 3 Common Ways Customers Make Decisions. So these are all great examples of irrational behavior we exhibit in a non-consumer situation, our greater human experience.

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Beyond Philosophy

SEPTEMBER 22, 2016

This short video explains the concept in more detail: We see this behavior in our day-to-day work as Customer Experience Consultants. If you enjoyed this post, you might be interested in the following blogs: Thinking Fast and Lazy: Why Do Ads Target Your Emotions? 3 Common Ways Customers Make Decisions.

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Beyond Philosophy

DECEMBER 30, 2021

Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002). Since 2016, I have lost 100 pounds, and 55 of them in the past two months. My scale is more balanced. .

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Personalization Consulting Consulting Quality management 195

Beyond Philosophy

AUGUST 31, 2016

To learn more about these fascinating and compelling concepts for business, please register for our latest book and FREE book launch webinar: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). How to Measure Customer Emotions. 3 Critical Change Management Steps.

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Beyond Philosophy

OCTOBER 24, 2016

To learn more about these fascinating and compelling concepts for yourself and business, please register for our 3 part Training Course based on our latest book: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016) for only $59! Astonishing Big Gains from Little Changes!

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Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

OCTOBER 19, 2016

More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program. Old Thinking Doesn’t Work with New Problems. But Customer Experience is never really done, is it?

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Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. As a form of summary, we’ve compiled some of the most memorable quotes from TOPO Sales Summit 2016. Click to Tweet.

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Beyond Philosophy

JANUARY 18, 2017

Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Beyond Philosophy

APRIL 7, 2016

When I started consulting back in 2002, no one knew what Customer Experience was. Now, in 2016, some still don’t. If you enjoyed this post, you might be interested in the following blogs: Key Learning from 15 Years of Net Promoter Stats. As I said, everybody has jumped on the Customer Experience bandwagon.

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Beyond Philosophy

AUGUST 2, 2017

Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. Gallup reported in 2016 that only 29% of the Millennials said they were engaged at their jobs, meaning the remaining 71% said they aren’t. Satisfied employees are excellent.

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Beyond Philosophy

AUGUST 30, 2017

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. www.npr.org 13 December 2016. 24 September 2016. Colin is an international author of five bestselling books and an engaging keynote speaker. 18 July 2017. < www.complex.com.

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Beyond Philosophy

NOVEMBER 2, 2016

To learn more about how hotels should be managing their customer experience, and improving yours, register for our 3 part Training Course based on our latest book: The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016) for only $59! Astonishing BIG Gains from Little Changes!

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Beyond Philosophy

NOVEMBER 29, 0002

Photos: The Most Expensive Home Listing in Every State 2016. The post Naked Dining: A Different Customer Experience appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Which bodes only well for the Parisians and New Yorkers who will queue by the thousands to dine naked in their towns in the near future.

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Beyond Philosophy

JULY 16, 2019

As you know, the voters in the UK said they should leave back in 2016. One of the things that we do for clients in our global Customer Experience consultancy is what we call a Customer Mirror , which is where we have your experience as if we were a customer and then give you feedback on it.

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Journey mapping Consulting Consulting Banking 317

Taylor Reach Group

MAY 1, 2020

Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). We looked at how you can improve it by listening to your employees and acting on their suggestions ( TRG Blog March 2020 ).

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Beyond Philosophy

JUNE 22, 2017

In my latest book, The Intuitive Customer , (Palgrave Macmillan, 2016), co-authored by Professor Ryan Hamilton of Emory University, we explain the psychological concepts that influence this anatomy, from how we make decisions to how we find shortcuts to save energy to how memories of an experience are formed, among others.

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Beyond Philosophy

MAY 16, 2016

I am no different; I thought when I started the world’s first Customer Experience consultancy it would make me happy! If you enjoyed this post, you might be interested in the following blogs: Triggering Happiness in Your Customers. Big CX Idea for 2016: Not Despite But Because. Science Proves What Really Makes People Happy.

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Beyond Philosophy

DECEMBER 12, 2016

Learn more about the psychology behind customer behavior and other compelling concepts for business, in our latest book The Intuitive Customer: 7 Imperatives for moving your Customer Experience to the next level (Palgrave Macmillan, 2016). Astonishing Big Gains from Little Changes. Trade in Old Thinking for New.

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