Beyond Philosophy

NOVEMBER 29, 2019

The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. ”, few of them would say false.

Customer centricity 356

Customer centricity Consulting Consulting Customer Experience 356

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.

Airlines 350

Airlines Education Self service Consulting 350

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. So, what does a job to be done have to do with customers?

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

Beyond Philosophy

OCTOBER 11, 2019

A practical guide to Customer decision making. When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow , he introduced the concept that we had two ways of thinking about things. The Intuitive System is System 1, and the Rational System is System 2.

Consulting 286

Consulting Consulting Customer Experience Marketing 286

Beyond Philosophy

OCTOBER 3, 2016

You want your Customers to buy from you – obviously! In a previous blog we learnt that we all have two systems of thinking : our intuitive thinking and our rational thinking. In a previous blog we learnt that we all have two systems of thinking : our intuitive thinking and our rational thinking. So how do we do that?

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

DECEMBER 22, 2022

These two systems, System One and System Two, were first introduced by Nobel-prize-winning economist Professor Daniel Kahneman and featured in his book, Thinking Fast and Slow. The Intuitive System handles habits. The Intuitive System is our automatic responses to things, gut reactions, and inner voice. I had become a grazer.

Consulting 195

Consulting Consulting Management Customer Experience 195

Beyond Philosophy

JUNE 29, 2018

We have habits as customers, too, and habits are powerful things, especially for Customer Experiences. He said our System One thinking is automatic and emotional (Intuitive System) while System Two thinking is more slower and more rational (Rational System). Your Intuitive System Drives Habits. More on that later.

Consulting 306

Consulting Consulting Customer Experience Personalization 306

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

AUGUST 13, 2020

When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.

Customer effort 458

Customer effort Government Consulting Consulting 458

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. The Anatomy of a Customer Interaction can make or break your Customer Experience.

Consulting 404

Consulting Consulting Customer Experience 404

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

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?

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

FEBRUARY 18, 2021

Today, we will talk about what we can learn from the pandemic and discuss the five rules for changing your customer habits. Understanding habits is essential in Customer Experience management because a lot of customer behavior is habitual. The Five Rules for Changing Your Customer Habits . Understanding customer triggers.

Consulting 244

Consulting Consulting Customer Experience Management 244

Beyond Philosophy

OCTOBER 18, 2019

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

OCTOBER 22, 2019

Understanding Customer Habits: A Practical Guide. Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. Understanding what habits are and how they work is vital to your Customer Experience. So, what are habits?

Government 231

Government Consulting Consulting Customer Experience 231

Beyond Philosophy

AUGUST 27, 2020

By forcing participants to think about something else, the participant’s Intuitive System, the fast, automatic thinking we have hard-wired into our brains, could process the information properly. Many decisions that we make in life are subjective, without a “right answer.” So, which decision condition had the best outcome?

Consulting 420

Consulting Consulting Customer Experience Management 420

Beyond Philosophy

APRIL 2, 2020

We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. What we do want is to know how to facilitate customer-driven growth. The longer people play around with your technology, the more customers feel like it’s theirs—and the more painful it would be for them to give it up.

Customer centricity 399

Customer centricity Customer emotions Consulting Consulting 399

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. Key Ideas to Improve your Customer Experience. The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level by Colin Shaw and Ryan Hamilton.

Consulting 171

Consulting Consulting Customer Experience Surveys 171

Beyond Philosophy

SEPTEMBER 11, 2019

My experience illustrates the nature of customers: irrational, intuitive, driven by past memories and factors that seem irrelevant. We need to consider these traits when designing a Customer Experience to create most value. Embrace Your Customers’ Irrational Nature. Understand Your Customers’ Conflicted Minds.

Customer Experience 371

Customer Experience Consulting Consulting Sales 371

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. Reward: We feel the benefit of our actions.

Airlines 300

Airlines Consulting Consulting Government 300

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.

Airlines 274

Airlines Metrics Accountability SaaS 274

Beyond Philosophy

OCTOBER 18, 2019

about his experience with Airbnb when writing his latest book, The Airbnb Way. Dr. Michelli is considered a global guru for Customer Service. He works with organizations and leadership to change their experience to be better for both their customers and their employees. What is the Secret of Airbnb? But it works.

Consulting 236

Consulting Consulting Customer Experience Marketing 236

Beyond Philosophy

JANUARY 23, 2017

It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires. It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience.

Technology 346

Technology Big data Customer emotions Consulting 346

Beyond Philosophy

NOVEMBER 8, 2017

However, understanding how habits develop and their influence on our behavior can be a powerful tool for tuning up our Customer Experience. My co-author of The Intuitive Customer (Palgrave Macmillan, 2016), Professor Ryan Hamilton of Emory University, compares the Intuitive System to a helpful 8-year-old.

Government 346

Government Consulting Consulting Customer Experience 346

Beyond Philosophy

NOVEMBER 2, 2016

Although hotels are required to disclose resort fees at the time of booking, many guests don’t notice the disclosure. From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. I have, and I wasn’t happy about it. hotels are expected to add on $2.55

Advertising 419

Advertising Consulting Consulting Customer Experience 419

Beyond Philosophy

SEPTEMBER 22, 2016

My new book with Professor Ryan Hamilton of Emory University called, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , explains how these two ways of thinking can conflict throughout your day. We access the fast, intuitive way first. We use both types every day.

Consulting 318

Consulting Consulting Customer Experience Personalization 318

Beyond Philosophy

FEBRUARY 8, 2019

To survive, retailers must put the customer at the center of everything they do. –more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience. –more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience.

Consulting 292

Consulting Consulting Marketing Customer Experience 292

Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. We discuss what we found in our research on this episode of The Intuitive Customer. No, he wanted to know how much money he would get back by investing in my idea.

Customer emotions 316

Customer emotions Consulting Consulting Marketing 316

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. The human memory isn’t as reliable as we would like to think. Don’t believe me?

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

JULY 31, 2019

My experience illustrates the nature of customers: irrational, intuitive, driven by past memories and factors that seem irrelevant. We need to consider these traits when designing a Customer Experience to create most value. Embrace Your Customers’ Irrational Nature. Embrace Your Customers’ Irrational Nature.

Customer Experience 306

Customer Experience Consulting Consulting Sales 306

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. I’ve written about Apple’s decision to stop calling their retail shops a “store” and instead focus on giving customers a fresh experience – more like a gathering place than a store.

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. 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.

Marketing 326

Marketing Consulting Consulting Government 326

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. However, it looks bad, and looking bad, after damaging customer’s trust, is almost as bad as actually being bad. A Customer Experience has several influences. Furthermore, the $124.6

Banking 416

Banking Construction Accountability Sales 416

Beyond Philosophy

JUNE 7, 2019

Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it.

Consulting 288

Consulting Consulting Employee engagement Customer Experience 288

Beyond Philosophy

DECEMBER 6, 2017

Behavioral Economics is the study of how people’s psychology affects their behavior as customers, which, as my regular readers know, is irrational behavior for the most part. However, this great idea isn’t working for everyone. In particular, nudges don’t seem to be making much headway in medication compliance. But they didn’t work.

Healthcare 360

Healthcare Consulting Consulting Customer Experience 360

Beyond Philosophy

FEBRUARY 8, 2018

In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers. However, you don’t take advantage of your customers.

Construction 338

Construction Consulting Consulting Customer Experience 338

Beyond Philosophy

NOVEMBER 7, 2016

It’s fun for employees to have a promotion that makes Customers happy. I always say, “happy employees make happy customers.”. They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Each program targets specific team fans and celebrates that connection with a reward.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419