Beyond Philosophy

JANUARY 5, 2015

Other companies on the list included Southwest Airlines and Disney along with other big brand names. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience. I wrote about Google , Southwest Airlines , and Disney before.

Airlines 311

Airlines Surveys Customer Experience 311

Beyond Philosophy

JANUARY 26, 2023

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 1 : What is the Experience You Are Trying to Deliver? Those things are essential to an experience you deliver; however, they are not emotional.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

Beyond Philosophy

FEBRUARY 10, 2015

Body language is something we talk a lot with our clients about when we consult them on Customer Experience. How your team presents itself to customers can become an extension of your brand. Grim origins of the term aside, the white coat moment, has evolved to represent the branding moments of an experience.

Consulting 338

Consulting Consulting Customer Experience Surveys 338

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. A lot of organizations assume customers make rational buying decisions. Customers think they are telling the truth.

Surveys 316

Surveys Self service Consulting Consulting 316

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. .

Big data 283

Big data Consulting Consulting Customer Experience 283

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

JUNE 2, 2016

But how do you consistently make your customers happy? Experts from companies like Disney and SoulCycle offered good advice on this subject during a panel discussion on designing happiness at SXSW. By designing an experience with the customer’s happiness in mind, brands can turn casual customers into enthusiastic fans.

Consulting 283

Consulting Consulting Banking Customer Experience 283

Beyond Philosophy

NOVEMBER 8, 2018

I was a keynote speaker there for a Customer Experience conference. There is a lot of Customer Experience activity happening there. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

OCTOBER 20, 2014

These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience. What makes a toxic employee?

Construction 293

Construction Morale Consulting Consulting 293

Beyond Philosophy

JANUARY 30, 2017

When I read this study, I wondered if we lie to people about our gift receiving experience, isn’t it also likely we lie about other experiences too? Does that also mean our customers lie to us about how they feel about their Customer Experience? Why Customers Lie to Us.

Surveys 360

Surveys Consulting Consulting Customer Experience 360

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? The first one was, “We put customers first.”.

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

Beyond Philosophy

AUGUST 26, 2021

Customer Experience is having challenges. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” Your intuition is the automatic part of your brain.

Finance 195

Finance Engineering Best practices Call Center 195

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Economic Theory Helps Explain Customer Behavior Too. For example, they predict that lower prices will bring in more customers looking to spend less of their paycheck.

Marketing 326

Marketing Consulting Consulting Government 326

Beyond Philosophy

FEBRUARY 8, 2017

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. You see, as people move up the chain of command, they get further and further removed from the average customer. They’re not greeting customers or closing sales.

Management 309

Management Consulting Consulting Finance 309

Beyond Philosophy

JULY 12, 2018

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. Where you are going with Customer Experience (i.e.,

Consulting 170

Consulting Consulting Customer centricity Surveys 170

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. Disney has built its entire brand on engaging its customers through stories.

Entertainment 314

Entertainment Coaching Consulting Consulting 314

Customers That Stick

DECEMBER 18, 2014

After our first family trip to Walt Disney World, I was hooked! I now represent Magical Travel, an agency which specializes in selling Disney vacations. Customer Service < Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it?

Customer Experience 162

Customer Experience Construction outsourcing Education 162

Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. For example, driving to Disney World in Orlando takes longer to get there than to get back. We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives.

Feedback 487

Feedback Consulting Consulting Government 487

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Mandy is right.

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

AUGUST 31, 2023

Sometimes your customers have to wait. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? Disney realizes this helps, too. Waiting is not ideal.

Wait times 222

Wait times Airlines Call Center Benchmark 222

Beyond Philosophy

MARCH 10, 2022

What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. . Also, Durante says that serendipity increases how much people like an experience relative to the same experience without it. Serendipity in Customer Experiences. It feels like magic.

Marketing 244

Marketing Consulting Consulting Surveys 244

Beyond Philosophy

NOVEMBER 2, 2014

These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience. Most people agree, however that the importance of eliminating toxic employees is paramount to your Employee Experience. What makes a toxic employee?

Construction 188

Construction Morale Customer Experience Management 188

Beyond Philosophy

SEPTEMBER 8, 2022

Patterson and her team spoke with the customer service teams, customers, and sales teams. They found that there were many moments where the organization interacted with the customer throughout the journey. Therefore, they viewed the project title as a customer experience innovation, part of a business strategy.

Customer Experience 244

Customer Experience Consulting Consulting Customer retention 244

Beyond Philosophy

APRIL 13, 2023

However, during my fuming, it also occurred to me that FOMO is a powerful driver of customer behavior. Missing out on the experience is losing it, in a sense. So, we not only fear being excluded from the experience but also being excluded socially. So, What Does This Mean to You From a Customer Experience Perspective?

Marketing 195

Marketing Accountability Education Management 195

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The answer is simple: What’s next is the next level of Customer Experience improvement. See the difference there?

Metrics 236

Metrics Consulting Consulting Customer Experience 236

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Chatbots 52

Chatbots Finance Marketing Surveys 52

Beyond Philosophy

NOVEMBER 4, 2014

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. Using smells in your Customer Experience is olfactory marketing, and it works. Don’t underestimate the scent in your retail experience design. Undertake what we call a Customer Mirror.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

TeleDirect

APRIL 6, 2023

Learn how businesses can use each approach to engage with customers across channels and improve customer satisfaction. Multichannel Customer Experience Multichannel marketing refers to a campaign that uses more than one “channel” to attract customers. A great example is Disney. Sure, they have a website.

Multichannel 62

Multichannel Advertising outsourcing Scripts 62

Beyond Philosophy

APRIL 15, 2015

Seventeen years after the prophetic Pine & Gilmore book and HBR article “ Welcome to the Experience Economy ” published, we see their concepts gaining momentum. In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. More Customers are craving an adventure.

Journey mapping 310

Journey mapping Consulting Consulting Airlines 310

ProProfs Blog

MARCH 27, 2020

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. best customer experience. ”. best customer experience. ”.

Multichannel 158

Multichannel Customer Support Analytics Entertainment 158

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

JUNE 11, 2020

Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth.

Wait times 404

Wait times Management Consulting Consulting 404

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. Of course, these examples are about the subconscious experience as none of these things make sense.

Consulting 305

Consulting Consulting Customer emotions Morale 305

Beyond Philosophy

JUNE 19, 2017

As the New York Times recently reported , “Rich bonus packages for top executives are now largely tied to short-term income targets and fatter profit margins instead of customer service.” Five years ago, incentives were also tied to customer-related metrics like on-time arrivals, lost baggage claims and traveler complaints.

Airlines 325

Airlines Consulting Consulting Customer Experience 325

Beyond Philosophy

NOVEMBER 15, 2018

What Does it Have to Do with Customer Experience? Here are the ten most expensive handbags in the world: So, the idea of all of this Conspicuous Consumption, from axes to handbags, has a lot to do with your Customer Experience. Getting Conspicuous with Your Customer Experience.

Construction 370

Construction Coaching Customer Experience 370

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? . On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.

Airlines 274

Airlines Feedback Self service Best practices 274