Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Justin shared how sports can teach us a lot about how to improve your Customer Experience.

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Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. You All Want Growth.

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Consulting Consulting Marketing Customer Experience 479

Beyond Philosophy

OCTOBER 26, 2023

Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. Before we get into that, I thought I would mention that Beard contacted us as part of our “I’m in a pickle!” As you can imagine, these boots were expensive.

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Beyond Philosophy

AUGUST 24, 2023

Waiting is another type of cost to the customer. When you make them wait, you’re charging them in their time. It’s complete madness, and I am quite cross about it. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Was it comfortable?

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Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Some firms are. It didn’t.

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Steve DiGioia

FEBRUARY 7, 2022

It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? But even one who gives you a line like this; “ Is it really that important that I’m wearing my name tag?

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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. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.

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Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science.

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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. Sure, but….what

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Beyond Philosophy

APRIL 20, 2023

Sure, the mistake part is trouble, but you learn a lot from them. Starting this newsletter, for one, if, for no other reason than I might share what I learned with all of you. Moreover, I wanted to be a manager and saw no path to that future in the photocopier business. Read about them online. Spend time there.

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Beyond Philosophy

JANUARY 26, 2023

Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them. The idea is to get people thinking about things they had never considered before and help them reframe their experience through the lens of the customer rather than operations. #1

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Beyond Philosophy

MAY 14, 2020

However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. You want them to go in and clean their room.

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Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. The first one was, “We put customers first.”.

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Beyond Philosophy

SEPTEMBER 7, 2023

Understanding how customers evaluate pricing can help you correctly price your products or services. So, today, we will talk about three simple tactics you can use to maximize your pricing to gain profit. It’s the expectation you’re bringing to a price evaluation based on your experience.

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Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. It is critical to mention that my client has done an excellent job prioritizing. NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

DECEMBER 22, 2022

Many of you are no doubt considering your New Year’s Resolutions. You have probably done this more than once. Unfortunately, like many of you, I have made and broken many New Year’s resolutions. Today, we will talk about why this happens and how you can manage these influences to a better outcome in 2023.

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Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. Provide value to your customers or your audience. However, there are things that you need to be realistic about at this time.

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Consulting Consulting Education Customer Experience 195

Beyond Philosophy

DECEMBER 31, 2019

It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming.

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Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. It’s our context.

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Accountability Call Center Education Consulting 195

Steve DiGioia

SEPTEMBER 5, 2022

Or someone who has worked “in the field” for a few years but now touts his expertise in books and videos – but seems to talk about the same things over and over again? What about that handyman down the street who seems to be able to fix anything he touches? Do You Have an Expert Skill? So, what about me?

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Marketing Customer Service Personalization 208

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question.

Airlines 273

Airlines Feedback Self service Best practices 273

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. The chance to shock and awe your customers will arise when they present you with a problem that needs solving.

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Customer Experience Personalization Customer Service Marketing 282

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look. I don’t want your money.

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Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

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Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued. Measure your results.

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Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

FEBRUARY 27, 2020

The wealth of information within academia and doesn’t get used by business is amazing. You might think the term describes super-exaggerated markdowns, but it doesn’t. . You might think the term describes super-exaggerated markdowns, but it doesn’t. . Which of those two options would you want? .

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Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The C-Suite want to see a return. So, what is happening?

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ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

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APIs Enterprise Government Customer Experience 254

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast. Sutherland has done several TED talks and writes for the spectator market leader Impact and also Wired.

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Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. People are too focused on small things.

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Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all of you because I realize many of you might have the same pickle. So, what can we do now?”

Customer centricity 195

Customer centricity Education Consulting Consulting 195

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

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Beyond Philosophy

JANUARY 23, 2019

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. He says they are the four basic summaries of human behavior.

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CX Accelerator

OCTOBER 28, 2020

Track 1 - “Fix you” by Coldplay Not great with song lyrics, I settled on Fix You by Coldplay. Track 1 - “Fix you” by Coldplay Not great with song lyrics, I settled on Fix You by Coldplay. I promise you I will learn from all my mistakes. And I will try to fix you. Well done, ,, Schulbert Koleka.

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Beyond Philosophy

AUGUST 16, 2018

It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality.

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Consulting Consulting Customer Experience Customer retention 461

Beyond Philosophy

APRIL 7, 2022

Many organizations do not know what customers expect from their experience and to their detriment. Understanding customer expectations is fundamental. Fail to meet them, and you have, well, failed. We talked about customer expectations on a recent podcast. How Do We Form Expectations?

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Journey mapping Sales Consulting Consulting 195

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

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