Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. Have you ever tried to change a habit, maybe about diet and exercise?

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Journey mapping Customer centricity Consulting Consulting 195

CCNG

AUGUST 16, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

OCTOBER 3, 2016

In the book I have just written with Professor Ryan Hamilton of Emory University called The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we discuss how important easy is to customers’ behavior. In this type, you compare traits of someone you see to a personal archetype.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

DECEMBER 17, 2022

Key Ideas to Improve your Customer Experience. Usually, we want to stop having bad ones, i.e., start losing weight and exercising, quit biting nails, or to stop smoking or drinking so much. Customer Experience Information & Resources. Want to be in the second group? Did you know we have a YouTube Channel too?

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Consulting Consulting Surveys Customer Experience 150

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. While not required, the person in this role is often an extroverted visionary.

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Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

JUNE 22, 2023

The book introduces the idea of personal policies, which are rules we set for ourselves to guide our decisions. Rules, not decisions : These personal policies are based on our values and priorities and guide our operations. For example, when it is easy to do and benefits the other person a ton, you should do these things.

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Personalization Marketing Consulting Consulting 358

Beyond Philosophy

NOVEMBER 27, 2020

Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Unfortunately, that trend is not improving by much, per Dobrev.

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Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

AUGUST 21, 2017

By nature, I’m an organized person. We see it every day in our customer experience consultancy. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. I like things clear and orderly, laid out in black and white.

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Consulting Consulting Healthcare Coaching 351

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

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Consulting Consulting Customer Experience Management 390

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Many times, these interactions surprised Messina.

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Airlines Call Center Consulting Consulting 415

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. We shared both personal and business things that 2020 has taught us on a recent podcast. At the beginning of the pandemic, I was talking to a client who moved a 500-person call center to work from home in only 15 days.

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Consulting Consulting Government Coaching 221

Beyond Philosophy

SEPTEMBER 17, 2020

Even if a person doesn’t consider themselves “fashionable,” they know there are things they would rather look at than other things. . Townsend did another study with Julio Sevilla about the amount of space between items in a retail setting and how that affected customer behavior. I have to agree with that.

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Consulting Consulting Customer Experience Customer Care 409

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless How your customers feel about your experience is the most significant factor to your Customer Experience success.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

SEPTEMBER 6, 2019

Customer Experience Strategy was the subject of a recent podcast. We determined that when it comes to strategy, organizations could benefit from the answers to the following questions: What is a Customer Experience strategy? . Now imagine a person gets a ladder, climbs up above the forest canopy, and looks around.

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Journey mapping Consulting Consulting Customer Experience 332

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. I am a morning person. Your customers are like this, too. We discussed how the time of day that the experience occurs affects Customer Experience on our recent podcast. For example.

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

JANUARY 19, 2019

This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. Segment your customers into personas.

Marketing 210

Marketing Customer emotions Consulting Consulting 210

Beyond Philosophy

JUNE 17, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. How Confirmation Bias Works in Customer Experience. So, can we find some silver lining in it?

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Consulting Consulting Customer Experience Management 300

Beyond Philosophy

FEBRUARY 20, 2020

We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers. As you recall, the future of interaction on social media is for a brand to respond as if it were a person, and it will likely be AI-powered in the future. It Starts with Human Contemplative Thought. So how can you use this insight?

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Construction Chatbots Consulting Consulting 406

Beyond Philosophy

JANUARY 19, 2023

I also encourage my client’s participation in the exercise by positioning the pen towards their side of the table. I bring up my mad scribbling habit because our podcast listener, Jason Bradley, wrote in with a pickle asking us, “how do I decode when a customer has mentally decided to buy? Click here.

Consulting 195

Consulting Consulting Finance Sales 195

Satrix Solutions

JUNE 11, 2018

Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales understand the value drivers that resonate most with customers and it can help Product Development prioritize roadmap initiatives.

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Journey mapping Customer Experience Education Customer retention 60

Beyond Philosophy

JANUARY 19, 2019

This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. Segment your customers into personas.

Marketing 199

Marketing Customer emotions Consulting Consulting 199

Beyond Philosophy

DECEMBER 28, 2020

It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. Today, we will discuss how you can design a country’s culture into your global experience. This exercise is one of the first things we do when consulting an organization.

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Consulting Consulting Customer centricity Customer Experience 243

Beyond Philosophy

SEPTEMBER 13, 2017

Part of the exercise was to make virtual meal choices along the way. I understand this thinking; I am exactly this person. To learn more about Extremeness Aversion and how it influences your Customer Experience, please click here. Act Now to Turn Customer Pain Points into Pleasurable Profits.

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Consulting Consulting Customer Experience Personalization 373

Beyond Philosophy

JUNE 8, 2016

I’m happy to report that more and more companies realize that emotions are significant to the Customer Experience. Thinking that emotions are important in Customer Experience, or even that positive emotions are important to our Customer Experience isn’t enough. It’s an excellent first step.

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Consulting Consulting Customer Experience Personalization 283

Transparent BPO

NOVEMBER 4, 2019

This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag. ” The study found that the overall quality of customer experience in the U.S.

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Customer Experience Consulting Consulting Contact Center 82

ClearAction

DECEMBER 16, 2017

Make Good Customer Experiences Easy! Upgrading to a new model of any kind of product can be an exciting customer experience … but not if you as a supplier don’t set it up for success. Also, gain a clear picture of customers’ understanding of the technologies associated with the current and the new models.

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Customer Experience Consulting Consulting Call Center 54

Beyond Philosophy

MARCH 17, 2022

When you do things the other person doesn’t like, that’s a withdrawal. . Consider your personal relationships. What makes that person loyal to you? We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy. Individuals have business and personal needs.

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Banking B2C B2B Construction 195

Beyond Philosophy

DECEMBER 23, 2015

As a quick summary of the post they were: Asking a person to do a favor makes them like you more because they assume you are the type of person that’s worth a favor. Like with social media engagement, you have to understand that emotions drive Customers’ behavior. They are: . Humans are driven by emotions.

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Consulting Consulting Personalization Customer Experience 186

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

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Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

MAY 26, 2022

Dommer says certain personality traits relate to people’s identities more than others. However, the blurring of these two parts of her life is an excellent example of how these different aspects of the self work together and influence customer behavior. . However, she views self as everything that makes you, you.

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Personalization Marketing Consulting Consulting 195

Beyond Philosophy

DECEMBER 20, 2018

These ways of thinking have significant implications regarding how customers behave in your Customer Experience. You know the Rational System has been in use when you sat at your desk working and didn’t get any exercise, but then drive home and feel exhausted from a hard day’s work.

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Journey mapping Benchmark Customer Experience Consulting 268

Beyond Philosophy

OCTOBER 31, 2020

My behavior on Amazon is part of a broader concept called Negativity Bias, and it’s a massive influence on customer behavior. This episode of The Intuitive Customer discusses the concept of Negativity Bias and how it affects people’s behavior in your Customer Experience. Key Takeaways. Recommended Actions.

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Advertising Consulting Consulting Customer Experience 150

ChurnZero

JULY 6, 2023

As a customer success leader, I’ve seen time and time again companies over-engineer or altogether skip the most foundational step in building a great customer experience—and that is mapping the customer journey. In one of many similar instances, I was helping a SaaS company get to the root of its high customer churn.

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Journey mapping SaaS Consulting Consulting 52

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. Companies planning to embrace the hybrid workforce will have to consider more than just office space and the employee experience.

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Employee engagement Consulting Consulting call center software 108

Answer Dash

OCTOBER 15, 2018

It was an interesting exercise, and it allowed us to dig into some of the new ideas and practical applications that are being adopted by today’s best marketers. One of the things we heard repeatedly was the value of offering insight into how customers experience and use products.

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B2B Marketing Customer Experience Benchmark 76

CX Journey

MARCH 21, 2018

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget. Despite that, customer experience professionals still need to develop a budget for the work that they do and for the resources they need for that work.

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Journey mapping Consulting Consulting Surveys 108

Up Your Service

APRIL 1, 2018

Your Service is a global education and consulting company. We help leaders and companies all over the world achieve two primary outcomes: First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service.

Customer Experience 80

Customer Experience Education Telecommunications Personalization 80