Beyond Philosophy

JANUARY 28, 2023

14:25 Colin poses the next question about the data used to segment customers and whether it is meaningful for this exercise (spoiler alert: if it involves small, medium, and large, then it isn’t). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Consulting 222

Consulting Consulting Sales Surveys 222

Beyond Philosophy

MARCH 7, 2024

My global Customer Experience consultancy developed a research methodology that defines the hidden impact of your experience on customer behavior. You might be surprised to learn that often, in this exercise, we learn that companies do not always know what they value. She asked the right blokes about this one. Do you mean market share?

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

JANUARY 2, 2021

In this episode, we discuss this exercise’s critical question to present a new experience for your customers. 18:32 Colin and Ryan emphasize what the goal should be for this exercise over the next couple of months. appeared first on CX Consulting. Key Ideas to Improve Your Customer Experience. Click here to learn more.

Education 171

Education Consulting Consulting Customer Experience 171

CCNG

AUGUST 16, 2023

Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. One of the best transaction surveys I’ve encountered is from Delta Airlines.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

OCTOBER 3, 2016

For example, you meet someone who eats vegan, so you assume they also exercise on a regular basis because your sister is a vegan and she is (obnoxiously) health conscious and exercises all the time. In this type, you compare traits of someone you see to a personal archetype. That’s one of the many reasons we all use them so often.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

Beyond Philosophy

JANUARY 24, 2020

I know that if I eat less and exercise more, I will lose weight and feel healthier than I do now. The post The Secret of Pricing appeared first on Customer Experience Consulting. However, with less critical choices in life, options with long-term benefits often get passed over for opportunities with immediate gratification.

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Consulting Consulting Customer Experience Marketing 329

CCNG

MAY 11, 2021

A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Beyond Philosophy

APRIL 21, 2021

Ten-Pow has been consulting in Customer Experience for over two decades. Ten-Pow says that there is a common misconception around Customer Experience that it is a “feel-good” exercise with no tangible benefits for the brand. Key Ideas to Improve your Customer Experience. Follow Colin on Linkedin and Twitter.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

DECEMBER 17, 2022

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. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Key Ideas to Improve your Customer Experience.

Consulting 150

Consulting Consulting Surveys Customer Experience 150

CCNG

APRIL 19, 2023

Even better, make these equity sessions an inclusive exercise by including all supervisors. Gwen has a passion for customer service and helping contact center leaders in her consulting practice, is a new CCNG member and is the author of the book - Call Center: A Focus on Customer Service.

Contact Center 195

Contact Center CCNG Coaching Call Center 195

Beyond Philosophy

OCTOBER 2, 2017

This exercise will not reveal the real reasons customers decided to buy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Colin is an international author of six bestselling books and an engaging keynote speaker.

Customer Experience 574

Customer Experience Customer emotions Consulting Consulting 574

ShepHyken

AUGUST 28, 2023

We’ve consulted top experts in the industry to uncover the crucial factors that can either make or break a company’s brand in today’s fast-paced digital landscape. Customer loyalty doesn’t happen by accident, so this idea, a variation of a journey map exercise, will help you understand the customer’s behavior on their way to loyalty.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Journey mapping 469

Journey mapping Consulting Consulting Marketing 469

Beyond Philosophy

JUNE 13, 2020

When you apply the previous four rules in an exercise we call Behavioral Journey Mapping , an advanced take on traditional journey mapping, you can see how the different touchpoints in an experience influence customers’ decisions. The post The 5 Rules to Managing How Your Customers Make Decisions appeared first on CX Consulting.

Journey mapping 321

Journey mapping Management Consulting Consulting 321

Beyond Philosophy

DECEMBER 10, 2019

In the beginning, it was considered a Sociology area, which suggested that gift-giving was primarily an exercise in reciprocity. appeared first on Customer Experience Consulting. Like most things about interpersonal relationships, it depends on a lot of different variables. Researchers study gift giving and have for many years.

Consulting 236

Consulting Consulting Marketing Customer Experience 236

Taylor Reach Group

JANUARY 6, 2023

This won’t be an overnight exercise; technology projects can be delayed and won’t yield results instantly. . To find out more about how Taylor Reach can help your company with staffing, workforce management, and AI systems, CLICK HERE to schedule a free consultation. There will also be benefits…big benefits.

Contact Center 117

Contact Center Healthcare Consulting Consulting 117

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Forrester, a research and consulting firm, refers to four types of Value Drivers in a recent report from September. Then, test your choices, he says.

Consulting 377

Consulting Consulting Customer Experience Call Center 377

Beyond Philosophy

FEBRUARY 27, 2020

I know if I eat less and exercise more, I am going to be thinner and more fit tomorrow. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. I struggle with weight loss. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 468

Consulting Consulting Education Sales 468

Beyond Philosophy

JULY 4, 2020

Empathy for each of the groups will make this exercise more successful. The post Powerful New Way To Reveal How Customers Feel In The Pandemic appeared first on CX Consulting. The freedom fighter: Never wear a face mask as I don’t want government to tell me what to do. It’s all overblown. Recommended Actions.

Government 387

Government Consulting Consulting Customer Experience 387

Beyond Philosophy

APRIL 7, 2022

I use an exercise when I am a speaker that demonstrates how this spontaneous formulation works. Bear in mind that almost nobody I have ever done this exercise with has been to the Congo, but they all have expectations. For example, in my Congo exercise, I often hear people tell me that it’s going to be hot when they get there.

Journey mapping 195

Journey mapping Sales Consulting Consulting 195

Beyond Philosophy

JANUARY 19, 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. From a Customer Experience perspective, this exercise is the foundation of our Customer Mirrors research.

Consulting 392

Consulting Consulting Customer Experience Management 392

Beyond Philosophy

OCTOBER 1, 2020

Behavioral Journey Mapping takes this exercise a step further by charting customer behavior throughout the process. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. appeared first on CX Consulting.

Journey mapping 448

Journey mapping Consulting Consulting Customer Experience 448

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Ultimately you should elevate this exercise of eliminating useless contact to the level of high art. [Originally published in Forbes.com. And so forth.

Customer Experience 264

Customer Experience Customer Service Consulting Consulting 264

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. So, for better or worse, we shall do that for 2020 as well.

Consulting 222

Consulting Consulting Government Coaching 222

ClientSuccess

FEBRUARY 14, 2019

From : Gregg Frohman , Director of Consulting. My mornings tend to begin with a little exercise and a lot of coffee. The post CSM from the Trenches: Mentors – Gregg Frohman, Director of Consulting, ClientSuccess appeared first on ClientSuccess. Let’s get started with this week’s post! Company : ClientSuccess. Question 1.

Consulting 50

Consulting Consulting Best practices SaaS 50

Beyond Philosophy

FEBRUARY 17, 2020

When working with clients in this area, their organizations always gain a focus that was lacking before undertaking the exercise with us. . Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Follow Colin Shaw on Twitter @ColinShaw_CX.

Airlines 417

Airlines Call Center Consulting Consulting 417

Beyond Philosophy

DECEMBER 11, 2020

For example, many organizations choose some form of “that they can trust us,” and that customers feel “cared for” after the experience when we do this exercise with them. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer emotions 436

Customer emotions Management Journey mapping Customer advocacy 436

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. For example, some consultants say that during a sales call, when the prospect switches from talking about what you do to what they do, it indicates that they are making a mental switch to the purchasing process.

Consulting 195

Consulting Consulting Finance Sales 195

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. We find that this exercise makes the concepts of customer-centric Customer Experience “real” for them. Subscribe today right here.

Customer Experience 222

Customer Experience Consulting Consulting Customer centricity 222

Beyond Philosophy

AUGUST 1, 2019

When it comes to practical strategies you can take, we have developed some tools in our global Customer Experience Consultancy work to help you address the problems of implementing these theories. It is the same exercise with customers. The Reasons Behind Our Reasoning. Let me explain. THREE THINGS THAT DRIVE ME MAD AT RESTAURANTS.

Journey mapping 374

Journey mapping Customer emotions Scripts Consulting 374

Beyond Philosophy

AUGUST 1, 2020

This exercise is excellent, and I support their use in designing your Customer Experience. The post 5 Rules for using Behavioral Science in Journey Mapping appeared first on CX Consulting. Before we get into the rules, I should clarify for those of you that aren’t familiar with Journey Maps what they are.

Journey mapping 307

Journey mapping Consulting Consulting Marketing 307

Beyond Philosophy

NOVEMBER 12, 2015

The study by researchers at the University of Florida showed that during a negotiation exercise when one of the participants was rude, it offended their partner. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Consulting 368

Consulting Consulting Employee engagement Customer Experience 368

Beyond Philosophy

DECEMBER 28, 2020

This exercise is one of the first things we do when consulting an organization. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Designing Country Culture into Your Global Experience appeared first on CX Consulting.

Consulting 244

Consulting Consulting Customer centricity Customer Experience 244

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. Take steps to manage your stress, whether that means regular exercise, meditation or just taking time out for friends and hobbies. Business leaders – like everyone else – must contend with these external ambiguities and their potential consequences. Manage stress.

Consulting 353

Consulting Consulting Healthcare Coaching 353

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. From a Customer Experience perspective, this exercise is the foundation of our Customer Mirrors research.

Consulting 301

Consulting Consulting Customer Experience Management 301

Beyond Philosophy

FEBRUARY 20, 2020

Moreover, this exercise requires an understanding of human behavior, interactions, and knowledge of what is happening with customer interactions emotionally rather than rationally. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Construction 408

Construction Chatbots Consulting Consulting 408

Beyond Philosophy

OCTOBER 9, 2017

The Emotional Signature exercise shows you how to use the customer’s emotions to improve your Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Astonishing BIG Gains from Little Changes!

Customer emotions 365

Customer emotions Consulting Consulting Customer Experience 365