Beyond Philosophy

DECEMBER 16, 2021

There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. . Now, we do it to fit in. .

Education 243

Education Best practices Consulting Consulting 243

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. However, the trampoline required assembly.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

NOVEMBER 16, 2016

Customers noticed the change, but not in a good way. Customers voiced their displeasure on their Facebook page and all over social media. Hence, the gap between the peaks that outrages customers—and reflects poorly on their brand. I understand about cutting costs. What business doesn’t? to get your free drink.

Consulting 419

Consulting Consulting Customer centricity Customer emotions 419

Beyond Philosophy

JUNE 2, 2022

How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? So, today, I thought I would share the four things we advised Bob to do here on our NL, too.

Surveys 221

Surveys Consulting Consulting Accountability 221

Beyond Philosophy

NOVEMBER 10, 2022

So, when you have to make changes in your organization, you face many challenges. author of Influence is your Superpower: The Science of Winning Hearts, Sparking Change, and Making Good Things Happen. She thinks we as humans are aware of and do not appreciate feeling or being manipulated. Change is hard.

Telemarketing 195

Telemarketing Healthcare Customer effort Personalization 195

Beyond Philosophy

APRIL 2, 2020

Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

Beyond Philosophy

MARCH 30, 2023

A sure way to fail in your efforts to reach your target customers is not to understand how things work where they are. If you don’t know about what is important to your prospects and what they value, you are sure to fail. How about that for getting to know your seatmate?

Feedback 195

Feedback Marketing Consulting Consulting 195

Beyond Philosophy

DECEMBER 15, 2022

Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares? So, let’s say we have a story we want customers to hear. For example, in the case of a bad economy, a journalist might want to write a story about something that can turn the economy around.

Entertainment 195

Entertainment Airlines Advertising Technology 195

Beyond Philosophy

OCTOBER 20, 2014

There is another group, however, that is far more sinister than these loud mouthed bad apples: The secretly toxic employees. These types are critical to locate and eradicate from your culture to promote a better work environment that can create an excellent Customer Experience. What makes a toxic employee?

Construction 292

Construction Morale Consulting Consulting 292

Beyond Philosophy

NOVEMBER 10, 2015

Read the posts here , then write your own (use #ProductivityHacks in the body). Let me share a few examples in some different contexts to help illustrate what I mean. Disconnecting Connects You to Your Work. When you need to focus, you need to disconnect from your “connectedness.” Develop Your Team.

Consulting 385

Consulting Consulting Customer Experience Personalization 385

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. As an outside culture expert, I say, ‘Good move’. The BBB rating is not the worst of their problems.

Banking 0

Banking Consulting Consulting Sales 0

Beyond Philosophy

FEBRUARY 25, 2019

I talk a lot about how people are irrational and have presented evidence for it. Some people do push back on the idea that people are not rational. These non-believers throw up their hands and say, “Well, if we are all just mindless animals, are we going to treat people like dogs?”. Typically, they are more rational-types.

Consulting 268

Consulting Consulting Benchmark Customer Experience 268

Beyond Philosophy

JANUARY 28, 2015

Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer. What are the unwritten Do’s and Don’ts?

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Beyond Philosophy

NOVEMBER 7, 2016

Employee Engagement: Your employees are people, and likely support the same team or local causes. It’s fun for employees to have a promotion that makes Customers happy. It also feels good to have a higher purpose and do good for others. I always say, “happy employees make happy customers.”. Best of all, it works.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

MAY 26, 2015

In this series, professionals share what they’d do differently — and keep the same. Follow the stories here and write your own (please use #IfIWere22 in your post). When I was 22, I hated it when people said, “You need more experience for this role.” “There are no secrets to success. .

Feedback 356

Feedback Customer Experience Management 356

Beyond Philosophy

OCTOBER 12, 2016

Data is collected about our personal behavior everywhere. Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. The Emotional Experience Today Has New Applications.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Many customers received notice, by text message, of their flight cancellations only hours before they were due to depart. Customers found they will graciously forgo the administration charge but will still charge a change fee!

Airlines 384

Airlines Consulting Consulting Customer Experience 384

Beyond Philosophy

DECEMBER 14, 2016

Having been with the Customer Experience movement since the beginning, I have seen companies embrace the idea of putting Customers at the center of everything they do and reap the rewards in increasing Net Promoter Scores (NPS) and revenues. The easy things in Customer Experience have been done.

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Consulting Consulting Customer Experience Management 360

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. All people have different influences that come to bear on what they buy and from whom. All people have different influences that come to bear on what they buy and from whom.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

MAY 31, 2017

Find out what Google knows and your Customers won’t tell you: Economists hate surveys. Economists prefer to look at what people do instead, which, as we know, is what people are incented to do. Let’s say you accept this premise, that people lie in surveys. Actions speak louder than words.

Surveys 343

Surveys Big data Engineering Advertising 343

Beyond Philosophy

OCTOBER 2, 2017

Executives say the site overlooks nuances in reviews, and they don’t like its definition of who qualifies as a critic. This is a classic example of companies blaming other people for their own failure to focus on what customers want. And it happens in everyday customer interactions.

Customer centricity 332

Customer centricity Consulting Consulting Customer emotions 332

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. Instead, they are a subgroup of things your Intuitive System handles for you.

Airlines 350

Airlines Education Self service Consulting 350

Beyond Philosophy

NOVEMBER 22, 2017

Organizations love to talk about building relationships with customers. What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore? It’s really the same as building relationships in your personal life. How do we make it work? Disagreements.

Airlines 338

Airlines Consulting Consulting Advertising 338

Beyond Philosophy

AUGUST 16, 2017

How committed are you to your present employer? Are you wild about what you do or simply content in your position? Do you hate your job or are you ambivalent? How you feel about where you work has a lot of influence on the job you are doing there. Employee Ambassadors (Advocates).

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Consulting Consulting Employee engagement Customer Experience 350

Beyond Philosophy

MAY 10, 2017

And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal? What is Loyalty Anyway? You may not always like all your family members, but you do have a strong emotional bond with them. Customer loyalty is a bit different. What about those Loyalty Cards?

Airlines 344

Airlines Consulting Consulting Education 344

Beyond Philosophy

SEPTEMBER 26, 2016

But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.

Consulting 419

Consulting Consulting Customer emotions Personalization 419

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up. Meeting Expectations Isn’t Always Enough.

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

AUGUST 28, 2017

But it’s our memories of the eclipse, more than the eclipse itself, that will shape our feelings about it. The eclipse is a good example of the way our experiences are influenced by our memories. This is a critical issue for any company that is serious about improving its customer experience.

Consulting 281

Consulting Consulting Customer Experience Call Center 281

Beyond Philosophy

DECEMBER 22, 2016

What happens when you take the people out of an experience that was traditionally a human-based interaction? And what does this mean to the future of Customer Experience? Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

Transportation 321

Transportation Consulting Consulting Personalization 321

Beyond Philosophy

APRIL 9, 2018

Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk. Why Do We Do This?

Feedback 262

Feedback Personalization Consulting Consulting 262

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. So what is the secret? Providing ‘value’ to the Customer. What do your Customers care about?

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Beyond Philosophy

AUGUST 21, 2017

So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. That wasn’t what I wanted to hear, but in retrospect it was excellent advice that helped me learn to handle uncertain situations. We see it every day in our customer experience consultancy.

Consulting 351

Consulting Consulting Healthcare Coaching 351

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

CRM 305

CRM Employee engagement Customer retention Customer Experience 305

Beyond Philosophy

FEBRUARY 13, 2017

Some people love to tip and others do, but begrudgingly. When you see a tip jar by the cash register what do you think? To me, the tip jar says “I deserve a tip”. But it says quite a bit more, too, and none of it good about your Customer Experience. Now, as a customer, I must decide.

Customer Experience 315

Customer Experience Consulting Consulting Personalization 315

Beyond Philosophy

JUNE 18, 2015

I have written before about my love of fishing lures. No, he suggests that you get more happiness from experiences. What he discovered is that while people’s large material purchases did not continue to satisfy them over time. You can really like your material stuff. In contrast, your experiences really are part of you.

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B2C B2B Employee engagement Customer Experience 399

Beyond Philosophy

SEPTEMBER 7, 2016

Wait, what? Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7. The Core of Apple Retail Experience Challenges. Apple is responding to the sentiment that the stores aren’t delivering the same experience they were in the past. You read that right.

Customer emotions 0

Customer emotions Consulting Consulting Sales 0