Beyond Philosophy

MARCH 15, 2024

Do you have a comprehensive approach? Few organizations do. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. We apologize for being so direct, but the fact is customer crises are inevitable. We doubt it. It will, and they won’t.

Customer emotions 221

Customer emotions Management Customer Experience Customer Service 221

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. ” However, the effects of the pandemic linger as the market, and brick-and-mortar experiences have changed. .” Almost Perfect.

Technology 402

Technology Consulting Consulting Personalization 402

Beyond Philosophy

JULY 16, 2020

We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. ” effect.

Feedback 486

Feedback Consulting Consulting Government 486

Beyond Philosophy

MARCH 7, 2024

Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives. She asked the right blokes about this one. After that, Beyond Philosophy spent two years working with the London Business School. Moving the needle toward that increase in value is what emotions do.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

FEBRUARY 8, 2024

How did you do? In my global Customer Experience Consultancy, I have trained countless employees on using the right types of language. Making people aware of how they say things affects the customer’s perception. Listen to the podcast: Let’s begin this week’s issue with a test. It’s simple enough, yes?

Scripts 195

Scripts Consulting Consulting Personalization 195

Beyond Philosophy

MAY 7, 2021

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. However, that concept might not influence the effect that you need to prioritize in your experience.

Customer Experience 444

Customer Experience Wait times Consulting Consulting 444

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. Effectively, it’s doing something for the customer before they ask for it to be done. There are a few things an organization can do to build this positive engagement tool for customer service.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

JULY 13, 2023

Here’s the thing: AI models are outstanding at predicting customer behavior. Customer Science Can Help You might recall that I have talked about how Customer Experience is retreating as a wave of change and becoming part of business as usual. Changing the strategy could create a significant competitive advantage.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

FEBRUARY 10, 2022

Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it. In other words, people are doing what they think customers will like and measuring what happens in customer behavior, but then don’t know how to read the measurement data.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Beyond Philosophy

APRIL 9, 2021

If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Yep, you guessed right, not much. Once you understand your limitations, you can discover the actual number of people you can effectively manage.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. That’s because loyalty goes beyond things like price and efficiency. Having that kind of bond with your customers is fantastic for your business. Unfortunately, it led to the team signing customers up for things they didn’t want.

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

JUNE 4, 2020

In our last issue of Why Customers Buy, we discussed how doing things differently than your competition could be the most reliable path to success for your brand. Here are a few things we discussed. Among Sutherland’s 11 rules of succeeding with nonsensical ideas , is the idea that small things can have a massive effect.

Consulting 390

Consulting Consulting Advertising Analytics 390

Beyond Philosophy

JULY 6, 2023

What is fascinating is that when people get specific about what they love about their stay, the trivial things are what make them rave. This experience is an excellent example of the topic I want to cover today: the disproportionate effect that small things can have on a Customer Experience. People love it.

Government 195

Government Surveys Education Customer retention 195

Beyond Philosophy

FEBRUARY 6, 2020

Nonetheless, it does, and done right can yield positive customer-driven growth. We discussed Framing Effects in a recent podcast. These influences often have surprising effects on customer behavior, usually in ways you didn’t expect about things you didn’t think mattered. So, it was a trust game.

Marketing 405

Marketing Entertainment Consulting Consulting 405

Beyond Philosophy

JUNE 18, 2022

5 Rules for Effective Customer Research That Make A Difference. Customer research requires a few things to be effective in driving the metrics that matter for your experiences. With her help, we devised a list of five rules for making these efforts effective. Define the right method. Podcast Summary.

Consulting 221

Consulting Consulting Surveys Metrics 221

Beyond Philosophy

FEBRUARY 22, 2024

Listen to the podcast: Ethics can be a tough thing to think about. Before we get into them, I find it interesting how little training organizations do on the topic. Do any of you remember the Milgram experiment? It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast.

Morale 195

Morale Personalization Education Sales 195

ShepHyken

APRIL 1, 2024

Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business? If we don’t have a product or service that meets a customer’s needs, we will go out of business.

Government 190

Government Customer Service B2B B2C 190

Beyond Philosophy

AUGUST 19, 2021

Here are our picks and the key things we learned from each. Ryan’s Picks: 5 Rules for Ensuring Behavioral Science Works for Your Business. This episode encompasses what we’re trying to do on the podcast: discussing theory but then seeing the idea translate into reality. For example, Apple uses Halo Effect pricing.

Customer Experience 259

Customer Experience Construction Consulting Consulting 259

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). We were doing some work with a client who had their extensive global customers divided by revenue.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

JULY 20, 2021

Today, I will share seven books that are an essential summer read for anyone in business. While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. by Todd Rose.

Consulting 370

Consulting Consulting Education Entertainment 370

Beyond Philosophy

SEPTEMBER 14, 2023

Before we get into that, it is essential to mention that AI has a lot to live up to, and it isn’t the first-time business had high expectations for technology. The reality is it will fix some things, but how we implement it will determine its effectiveness. To be counted among them requires preparation. It didn’t.

Self service 221

Self service Analytics Personalization Consulting 221

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. ” “Paying above the market is certainly something that we do. It was all about numbers and revenue.

Customer Support 196

Customer Support outsourcing Upselling Customer retention 196

Beyond Philosophy

FEBRUARY 2, 2023

Patel’s company isn’t getting the sales they need, and Patel asked us how we can tell if they are focused on the right segments. Today, we are discussing customer segmentation and whether your organization is doing it right. The airport in Atlanta separates travelers into business and leisure. I use it, too.

Construction 195

Construction Sales Marketing Technology 195

TechSee

APRIL 22, 2024

For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents. In this post, we explore how to remove barriers to adoption, significantly amplifying the effectiveness of your CX strategies. The last thing these customers want is a bigger headache when trying to solve their problem.

APIs 109

APIs Scripts Technology Best practices 109

ShepHyken

SEPTEMBER 14, 2018

The modern marketplace offers many different ways to make your business and employees more productive. Here are a few tips on how to get the most for your money and improve conversion rates for your business using your help desk software. Make things easy. You can use your trusty analytics reports to see which is most effective.

Analytics 686

Analytics Sales Banking Technology 686

ShepHyken

OCTOBER 23, 2023

My Comment: Do your customers know you care about them? My Comment: Almost any business can benefit from reviews. Mechanically-driven programs are a thing of the past. Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week.

Customer Service 155

Customer Service Construction Contact Center Scripts 155

ShepHyken

AUGUST 11, 2023

Because everyone is doing it. Whereas the purpose of the other is to empathize with the customer and take responsibility for solving the problem. Providing quality customer service experience is not that tough if you have the right understanding. Right there, you have built a relationship with the customer.

Customer retention 156

Customer retention SaaS Marketing Customer Care 156

ShepHyken

APRIL 16, 2021

The pandemic has slowed many businesses down. The pandemic has changed everything, including how we do business — and as a result, your old methods may not be effective in today’s market. For one thing, everything has shifted to the web. Adapt to the New Normal . Create a Media Kit .

Marketing 222

Marketing Personalization Customer Experience 222

ShepHyken

APRIL 21, 2021

That is unless you don’t care if they ever do business with you again. Andy was interested in buying more life insurance, so he emailed the agent he had done business with in the past. After all, I’m a client, a warm lead for new business, and I represent income to him. It’s just the right thing to do.

Customer Service 380

Customer Service Sales Customer Experience 380

ShepHyken

APRIL 10, 2023

Top Takeaways: Over the last 20 years, organizations have been busy improving the functional experience (doing more things, faster, and cheaper than ever before) at the expense of the emotional, human experience. This is how businesses can truly be useful to customers. The Myth of Customer Feedback.

Feedback 156

Feedback Contact Center Surveys Customer Experience 156

Steve DiGioia

JUNE 25, 2020

Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. When things don’t go as planned, our customers become upset and we have failed in their eyes. But is this realistic?

Personalization 290

Personalization 290

ShepHyken

JULY 2, 2019

For instance, it’s difficult, if not impossible, to measure being kind to someone or doing the right thing. But just because these things can’t be measured doesn’t mean they shouldn’t be done. And more often than not, this will have a greater effect upon the customer than anything else.

Surveys 272

Surveys Metrics Customer Service Customer Experience 272

Steve DiGioia

JANUARY 3, 2022

Creating an effective customer experience is about more than just ensuring your customers receive the products and services they desire in a timely and efficient manner. They are so right. But a positive experience also comes with expectations that the business must meet – and even surpass. It’s expected.

Advertising 351

Advertising Accountability Customer Experience Customer Service 351

ShepHyken

JANUARY 1, 2021

Sounds like everybody should use automation, right? Many businesses aren’t doing a great job with that. This is not a good way to do business. Increase support team effectiveness. This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Not exactly.

Customer Service 376

Customer Service Customer Support Education Personalization 376

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. Let’s take a look at the five parts of an effective one-on-one conversation.

Contact Center 88

Contact Center Metrics Coaching Feedback 88