Beyond Philosophy

APRIL 20, 2023

I have made many mistakes in my life, I’ll admit. However, mistakes are not all bad. Sure, the mistake part is trouble, but you learn a lot from them. I have made a couple of good calls, too. Starting this newsletter, for one, if, for no other reason than I might share what I learned with all of you. Spend time there. Read about them online.

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TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. If you missed the 2022 list, you can check it out here.

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Beyond Philosophy

NOVEMBER 29, 2019

The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. I developed for the book my Native to Natural model, which measures how customer-centric a company culture is.

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ShepHyken

APRIL 6, 2021

Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. Jeff Toister is a n author, consultant, and trainer who helps companies develop customer-focused cultures. He’s written four books including The Guaranteed Customer Experience. An Amazing Customer Experience, Guaranteed .

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Beyond Philosophy

JUNE 26, 2021

In this episode, we share 7 essential books for any Customer Experience professional to read, ideally in a tropical locale with a fruity drink in hand. From books on Customer Experience to books about psychology to 1990s bestselling business books, we have a wide variety of reading material for Customer Experience professionals.

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Beyond Philosophy

JANUARY 1, 2022

I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy. In fact, it was the impetus for the research we did with the London School of Business that led to my third book, The DNA of Customer Experience: How Emotions Drive Value.

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Beyond Philosophy

NOVEMBER 21, 2016

At our customer experience consultancy, we talk a lot about creating value. Gautam Mahajan has now written an excellent book on this topic, called Value Creation: The Definitive Guide for Business Leaders. Mahajan’s book offers a blueprint for CEOs to establish a value creation culture.

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Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.”

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Beyond Philosophy

SEPTEMBER 10, 2022

What he found there became a book. Dobrev’s book uses the responses from nearly 20,000 customers from 24 organizations within nine industry sectors, including healthcare, finance, telecoms, utilities, and others. Did you take up a hobby or a new exercise program? Did you watch hours of news coverage hoping for some good news?

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Beyond Philosophy

FEBRUARY 13, 2021

Years ago, I read the Charles Duhigg’s book, The Power of Habit, and have been obsessed with habits ever since. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be.

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Beyond Philosophy

MAY 25, 2023

A Simplified Journey Map To demonstrate how we would apply behavioral science concepts to a customer Journey Map, we made up a simplified journey map for booking a hotel for a vacation. Booking a Hotel for Vacation Book your hotel online. Journey Mapping is an excellent tool in experience design efforts. It’s a process.

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Beyond Philosophy

DECEMBER 31, 2022

26:10 Colin emphasizes ensuring you maintain the critical individual relationships with team members that are necessary to your team’s culture, a critical concept in Ken Blanchard’s follow up book, The One Minute Manager Meets the Monkey. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be.

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TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent.

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Beyond Philosophy

OCTOBER 1, 2020

As I look at my bookshelf, I see some books I bought because I thought I should read them. I call them aspirational books. There are 12 of us that travel together (you know, back when that was something one did), and when we would book at restaurants, the establishment will sometimes ask us to order ahead of time.

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Beyond Philosophy

OCTOBER 12, 2016

And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

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Beyond Philosophy

OCTOBER 15, 2022

In the book, Dobrev shares research about AI. 20:26 Colin shares how a previous podcast, one about the book, The Myth of Experience , demonstrates one of the problems with AI, which is that organizations don’t have the data they think they do and how that leads to problems with their application of it. Complete this short survey.

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Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system. Buy his book!

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Beyond Philosophy

SEPTEMBER 18, 2021

” Our guest Shep Hyken, author, speaker, and thought leader for the Customer Experience movement joins us to answer that question with material from his new book, I’ll Be Back: How to Get Customers to Come Back Again and Again. If you want to learn more about the book, please visit Hyken.com. Click here to learn more.

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Beyond Philosophy

NOVEMBER 29, 0002

As Customer Experience consultants, we can tell you that trust is an important thing for a Customer Experience. The latest in the “Hoaxwagen” scandal reveals the price you pay for lying to consumers. Hint: it’s not cheap!). Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter Find a remedy.”.

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Beyond Philosophy

AUGUST 13, 2022

Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. appeared first on CX Consulting. Follow Colin on LinkedIn and Twitter. Click here to join the other 35,000 subscribers.

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Beyond Philosophy

APRIL 23, 2021

Perhaps the most famous recent naming was by Nobel-prize-winning economist Professor Daniel Kahneman in his book Thinking Fast and Slow. Perhaps the most famous recent naming was by Nobel-prize-winning economist Professor Daniel Kahneman in his book Thinking Fast and Slow. He called the two systems System One and System Two.

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CCNG

FEBRUARY 15, 2023

Before the end of the year, I was looking through my library of past business books and came across an oldie but goodie, The One to One Future: Building Relationships One Customer at a Time by Peppers and Rogers. Originally published in 1993, this book revolutionized marketing when it was first published.

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Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. million prize “as irrationally as possible.”.

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Beyond Philosophy

FEBRUARY 25, 2021

In 1998, Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, wrote a book along with Jim Gilmore called The Experience Economy. When I read this book, I thought, “Bloody hell! This is it!” ” I was working at British Telecom at the time, so I showed it to my boss. You could say that Pine changed my life.

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ShepHyken

OCTOBER 25, 2021

Reports and Data expect the global chatbot market to reach $10.08 billion by 2026, representing a 30.9% compound annual growth rate from the $1.17 billion market of 2018. Chatbots are being used to take customer orders, speed interactions, increase access, generate leads, and for a variety of other uses. My Comment: This article resonated with me.

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Beyond Philosophy

SEPTEMBER 12, 2016

Professor Ryan Hamilton of Emory University and I wrote a book about this concept called, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we explain how this irrationality inherent to the human condition manifests itself in our daily lives. Is the person lying? But I didn’t.

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Beyond Philosophy

MAY 30, 2020

Many organizations, especially those that use management consultants, are more comfortable doing what has always been done because it is easier to measure, quantify, and report results. Read Sutherland’s book. We like this rule of Sutherland’s 11. He also thinks. If there is a logical answer, we would have already found it.

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Beyond Philosophy

FEBRUARY 20, 2021

Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, and Jim Gilmore called The Experience Economy. Starting in March 2020, Pine watched as all the events he had booked canceled. I was gobsmacked by it. I dashed down the hall to my boss at British Telecom.

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Beyond Philosophy

OCTOBER 3, 2016

In his book Thinking Fast and Slow, Professor and Nobel Prize winning economist Daniel Kahneman explained that we all use our fast thinking way more than our slow thinking. Well firstly you need to understand what easy means from a more psychological perspective. Because it’s easier and doesn’t take so much energy as rational thinking does.

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ShepHyken

SEPTEMBER 4, 2023

Boston Consulting surveyed 200,000 workers across the globe to find what motivates them the most. Plus, Shep and Chris discuss what happens when egos are removed from the leadership with examples from Aretha Franklin to book retailers. According to Gallup research , 70% of employees are disengaged at work.

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Beyond Philosophy

APRIL 21, 2021

In this episode, we speak with Jason Ten-Pow , President of ONR CX and author of the new book UNBREAKABLE: A proven process for building relationships with customers , about how to build deeper and profitable relationships with customers. Ten-Pow has been consulting in Customer Experience for over two decades.

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Beyond Philosophy

OCTOBER 17, 2016

The memory concept is one of the imperatives I explain in my new book with Professor Ryan Hamilton of Emory University. The human memory isn’t as reliable as we would like to think. Don’t believe me? Try this: explain the Pythagorean theorem right now without Googling it. The stronger the stimulation, then the stronger the memory.

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Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.

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Beyond Philosophy

SEPTEMBER 26, 2016

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. According to Charles Duhigg and his book The Power of Habit , habitual behavior works like this: A CUE occurs.

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Beyond Philosophy

SEPTEMBER 1, 2022

Malcolm Gladwell’s book Blink made this argument. He’s posted many videos and written several excellent books on the topic, including The Myth of Experience. Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know. What is Intuition?

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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. Or that ancient doctors used to drill holes in their patients’ heads to cure migraines?

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Beyond Philosophy

JUNE 25, 2021

Each of these stories highlights some of the consequences of not being deliberate enough about the details of your Customer Experience. We discussed these stories in a recent podcast , starting with the European Super League. Story #1: The European Super League Creates a Super Big Backlash. The European Super League collapsed in less than a week.

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