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. Have the right mindset. Provide value to your customers or your audience. Rule #2 : Have the right mindset.

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Consulting Consulting Education Customer Experience 195

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior.

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Government Consulting Consulting Customer Experience 436

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences. He predicts that customers can ask, “Hey!

Airlines 222

Airlines Self service Call Center Personalization 222

Beyond Philosophy

JULY 28, 2022

This fantastic and disappointing show is the victim of using old metrics for televisions’ success to measure performance in a new delivery channel. The OA ” was the victim of Netflix’s policy to give deals for two seasons of new content. Now, you might be thinking, what is the “Long Tail?

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Metrics Marketing Consulting Consulting 222

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.

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Airlines Feedback Self service Best practices 274

Beyond Philosophy

AUGUST 17, 2023

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. It is a significant hole.

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Customer centricity Self service Consulting Consulting 195

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. Before we get into the rules, let’s talk about what loyalty is. Before we get into the rules, let’s talk about what loyalty is.

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Airlines Banking Accountability Customer centricity 434

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

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Customer Experience Airlines Consulting Consulting 384

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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Airlines Education Self service Consulting 350

Beyond Philosophy

JANUARY 11, 2024

Customers have habits. So, if your customer is habitually buying your competitive product or service, how do you change that? You should be able to identify the cue, response, and reward people get from their habitual purchases. I know what we get here,” and walk us to the toothpaste aisle. A new habit forms.

Education 222

Education Feedback Call Center Marketing 222

Beyond Philosophy

SEPTEMBER 18, 2016

A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. Carrie Tolstedt , unit leader of Wells Fargo’s community banking division, is set to retire at the end of this year after 27 years of service. A Customer Experience has several influences.

Banking 416

Banking Construction Accountability Sales 416

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

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Customer Service Airlines Feedback B2B 211

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers.

Airlines 274

Airlines Metrics Accountability SaaS 274

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Recently, O2 texted me to ask if I was satisfied with my service.

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Customer Service Consulting Consulting Wait times 470

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Self-service has been one of the most significant trends in all business in the last two decades.

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Self service Airlines Chatbots Consulting 222

Beyond Philosophy

SEPTEMBER 26, 2019

Wharton professor Jonah Berger wrote a book based on his research called Contagious, which is about how ideas spread. Berger’s research team looked at The New York Times positive and negative reviews of books and how those review affected sales. I’ve learned not to get upset about it.

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Entertainment Sales Consulting Consulting 277

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Goldstein has hit on a key point about customer experience. Royal Caribbean: Dream Vacations.

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Technology Consulting Consulting Customer emotions 332

Beyond Philosophy

OCTOBER 24, 2016

Tesla Breaks Top 20 for Customer Experience. Tesla was the only carmaker that made the top 20 for Best Customer Experience. For Customer Experience ranking, the research team used four criteria, which included: Impression: Do they have a unique reputation? It influences people’s perception of your actions, products or services.

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Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

JANUARY 19, 2022

I learned about the concept through the science fiction book Ready Player One. Author’s Note: The book is better than the movie.). If you consider Pine and Gilmore’s book The Experience Economy , the experience plunges customers into a different reality is quite a leap for the Customer Experience movement.

Entertainment 222

Entertainment Real estate Technology Engineering 222

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

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Transportation Surveys Consulting Consulting 873

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

Customer emotions 436

Customer emotions Management Journey mapping Customer advocacy 436

Beyond Philosophy

APRIL 20, 2023

If you give some thought about where you are trying to get to and what you want for your career, you have a much better chance of getting it. Instead of making the call on new hires, I have the rest of the team weigh in, too. Looking back, it was a turning point in my career and the right choice for my family and me.

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Outbound sales Consulting Consulting Engineering 195

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

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Management Entertainment Consulting Consulting 473

Beyond Philosophy

MARCH 3, 2015

It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago. Each year we tell you that your Customers are unhappy with the service you provide and they want you to change it. You don’t care that Customer service is getting worse.

Advertising 365

Advertising Customer centricity Marketing Customer Experience 365

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St.

Customer Service 162

Customer Service Consulting Consulting B2C 162

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Implementation can have its challenges.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

Nicereply

MARCH 14, 2023

These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. And what better way to expand your knowledge than picking up a book? This article contains a must-have list of book s that will teach, inspire, and guide you to become a better support manager.

Management 98

Management Call Center Metrics Entertainment 98

Beyond Philosophy

APRIL 16, 2021

For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Focus on the customer. Company politics is not about who gets playing time but about understanding people’s true motivations. Let’s try and get practical with this.

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Management Consulting Consulting Personalization 370

Beyond Philosophy

MAY 21, 2020

On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers. In our book, The Intuitive Customer , one of the seven imperatives we shared was understanding customer habits. Then, people get vested in it, and the habits form.

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Airlines Consulting Consulting Government 300

ProProfs Blog

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

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Customer Service Chief Customer Officer Customer centricity Marketing 128

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. We did a recent podcast on how people are sometimes scared of new technology.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Unfortunately, customers do not differentiate between the two parts.

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outsourcing Customer Experience Journey mapping Call Center 419

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton.

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Consulting Consulting Enterprise Customer Experience 148

Toister Performance Solutions

SEPTEMBER 17, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Customers are notoriously bad at describing their needs. Often, customers just don't know what they want.

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Advertising Feedback Surveys Customer Service 127

Toister Performance Solutions

DECEMBER 2, 2021

Their enthusiasm made it far easier to connect with customers and assist them. Her new shoes look awesome. Their job is to get the word out about a company's products and services. Their job is to get the word out about a company's products and services. Now, imagine that customer is also an employee.

Customer advocacy 124

Customer advocacy Finance Customer centricity Sales 124

Toister Performance Solutions

OCTOBER 7, 2021

My latest book, The Service Culture Handbook , was taking off and I was receiving more inquiries than ever before. Most clients weren't getting the results they wanted. Companies that hired any customer service consultant were struggling to see any gains. Money gets wasted without a clear goal. Monitoring.

Consulting 71

Consulting Consulting Customer Service Feedback 71

CallSource Insights

DECEMBER 2, 2022

How Local Services Ads work, why they’re great for local businesses, and how to optimize your Local Services Ads for better results. Today’s local customer not only seeks convenience on their path to purchase but there is an underlying expectation for it. What Are Google Local Services Ads.

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Advertising Accountability Best practices Management 105