Beyond Philosophy

AUGUST 21, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

Beyond Philosophy

MARCH 20, 2020

The reason we are is the same reason branding works for your organization to attract customers. It’s a remarkably small number given how much headspace it takes up for all of us. We fear sharks killing us, even though the amounts are objectively small. In other words, it’s not a terrible way of doing things.

Marketing 427

Marketing Consulting Consulting Construction 427

Beyond Philosophy

AUGUST 19, 2021

My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. Here are our picks and the key things we learned from each. Colin’s Picks: How Apple Uses Psychology To Construct An Outstanding Experience. What is Customer Science?

Customer Experience 259

Customer Experience Construction Consulting Consulting 259

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. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Professor Ryan Hamilton is the only scientist I know.

Entertainment 348

Entertainment Consulting Consulting Finance 348

Beyond Philosophy

APRIL 24, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience.

Customer Experience 221

Customer Experience Consulting Consulting Enterprise 221

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. Apple is an excellent example of how to do this. Social Proof describes how we want to do what everyone else is doing, aka peer pressure.

Customer centricity 398

Customer centricity Customer emotions Consulting Consulting 398

Beyond Philosophy

JANUARY 20, 2020

The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. Escalating Commitment into a Sale.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

FEBRUARY 15, 2021

Behavioral Science is a growing field in business. Today, we will take a closer look at what they do and what they wish everyone understood about behavioral economics in business today. Today, we will take a closer look at what they do and what they wish everyone understood about behavioral economics in business today.

Finance 221

Finance Consulting Consulting Metrics 221

Beyond Philosophy

FEBRUARY 8, 2024

How did you do? Language is essential to your customer experience , so today, I thought we could examine why. My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language.

Scripts 195

Scripts Consulting Consulting Personalization 195

Beyond Philosophy

APRIL 23, 2020

Lorraine is demonstrating how the Endowment Effect works. The Endowment Effect is a concept in Behavioral Economics that refers to how people value things highly that they possess simply because it is theirs, and even when others do not. But we aren’t going to get that much for it. Still, there it sits. Sunstein.).

Journey mapping 449

Journey mapping Consulting Consulting Marketing 449

Beyond Philosophy

JANUARY 10, 2018

As explained in this National Public Radio report , firstborn children have the benefit of their parents’ undivided attention early in life, and that advantage can influence their development. and I am now CEO of a customer experience consultancy, Beyond Philosophy. Past Experiences Influence Your Customers Too.

Consulting 379

Consulting Consulting Customer Experience 379

Beyond Philosophy

OCTOBER 22, 2020

Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” When you bring attention to things, it influences how people act upon them. They discovered that music playing affected customers’ choices.

Journey mapping 286

Journey mapping Consulting Consulting Advertising 286

Beyond Philosophy

JUNE 18, 2021

There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.” Pricing can produce excellent data, which you can analyze quantitatively and do a lot of fantastic things. What tactics do you use in your pricing strategy?

Sales 221

Sales Consulting Consulting Advertising 221

Beyond Philosophy

SEPTEMBER 13, 2017

You rarely make decisions this way—and neither do your customers. The truth is that psychological principles often influence the decision-making process; you might even say take over. However, for the majority of people most of the time, Extremeness Aversion guides us for how to choose between options in various situations.

Consulting 373

Consulting Consulting Customer Experience Personalization 373

Beyond Philosophy

AUGUST 30, 2017

What about the car you drive, how did you choose it? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. We don’t always realize the things that influence us.

Airlines 325

Airlines Consulting Consulting Customer Experience 325

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” There is no silver bullet solution for improving Customer Experience. Hard work is the answer to many of the things that we want. So, we simplify things, which often leads to oversimplification.

CRM 195

CRM Sales Customer Experience Management 195

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. This behavior is how we react to uncertainty. We discussed some of the psychological theories behind our need to placate uncertainty as customers in a recent podcast. The Value Curve addresses how people evaluate things subjectively.

Customer Experience 318

Customer Experience Consulting Consulting Benchmark 318

Beyond Philosophy

DECEMBER 6, 2017

Small changes, or nudges, having a big impact on people’s behavior is one that everyone in the behavioral economic community supports and heralds as the latest great idea. If ever there were a time when changing a behavior is a matter of life or death, noncompliance with medication could be it. Attractive.

Healthcare 359

Healthcare Consulting Consulting Customer Experience 359

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Lewis Carbone is the author of Clued In: How to Keep Customers Coming Back Again and Again and the founder of ExperienceEngineering.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

Beyond Philosophy

OCTOBER 17, 2020

When you bring attention to something, it influences people’s behavior. This episode of The Intuitive Customer cover what Priming is, how it works, and how you can employ it in your Customer Experience to foster customer-driven growth. There was quite an uproar about it in the UK. Key Takeaways.

Consulting 150

Consulting Consulting Advertising Sales 150

Beyond Philosophy

DECEMBER 4, 2020

I don’t see it this way, but I think the pandemic will accelerate change and reshape the way customers do retail, both physically and digitally. Organizations that recognize and anticipate this shift will benefit most from the pandemic-inspired modifications in customer behavior. Social Shopping.

Consulting 195

Consulting Consulting Feedback Personalization 195

Beyond Philosophy

AUGUST 4, 2022

Dr. Turner believes that description is exactly how algorithms and machine learning works. However, what Dr. Turner says matters is how much weight is placed on the “X.” ” Since AI is only doing the math, what matters is how much importance the programmer puts on the inputs and who decides them.

Technology 370

Technology Engineering Marketing Consulting 370

Beyond Philosophy

JANUARY 15, 2021

Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. Many of the Behavioral Science principles fall under Nudging, things like Framing Effects, Choice Architecture, or Context Effects. The Power of Scarcity.

Airlines 248

Airlines Government Customer emotions Marketing 248

Beyond Philosophy

MAY 26, 2022

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. Understanding customers’ self-perceptions is essential for successful targeted customer strategy.

Personalization 195

Personalization Marketing Consulting Consulting 195

Beyond Philosophy

JUNE 23, 2022

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. Customer research should be a priority every year. Get under the skin of the customer. Cast your net wide.

Surveys 195

Surveys Consulting Consulting Metrics 195

Beyond Philosophy

AUGUST 15, 2020

Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? A few different reasons exist for this phenomenon, but what they have in common is they are related to how we feel and where we are when we feel it. Key Takeaways.

Consulting 345

Consulting Consulting Personalization Surveys 345

Beyond Philosophy

MAY 31, 2019

We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. That is why helping your customers have a wonderful memory of your experience is essential. You can remember things as being better or worse than they are. How Memory Works.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Ostensibly, they could figure out how to size the glasses based on the credit card’s image between my eyes. ” Analyze how customers really behave. For example, scarcity works to get customers to act fast.

Chatbots 405

Chatbots Consulting Consulting Government 405

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How is research shared, discussed, distributed and analyzed? Matt Beran, Sr.

Consulting 208

Consulting Consulting Finance Customer Experience 208

Beyond Philosophy

APRIL 24, 2017

Lying is a rotten thing to do. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. We can all agree that lying to customers is wrong. Big lies lead to small chances of being trusted.

Consulting 317

Consulting Consulting Banking Customer Experience 317

Beyond Philosophy

DECEMBER 10, 2018

This absurd question made me aware of how many surveys I actually receive. But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. An important principle in both marketing and customer experience is that you should listen to your customers.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

Beyond Philosophy

OCTOBER 19, 2016

Or that drinking the ground up testicles of a small mammal mixed with alcohol was considered a contraceptive in 16th century Canada? However, if you still believe that people make rational decisions as customers, you are guilty of the same kind of old thinking demonstrated in the outlandish beliefs above. What are the easy things?

Consulting 419

Consulting Consulting Customer Experience Call Center 419

Beyond Philosophy

MARCH 31, 2022

It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs. Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. One of the problems with misunderstanding inflation leads to things like the cryptocurrency market.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Beyond Philosophy

APRIL 18, 2019

Too many choices in your Customer Experience are a terrible thing. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience. There were hundreds of the bloody things with every variation you could imagine.

Construction 319

Construction Benchmark Consulting Consulting 319

Beyond Philosophy

JUNE 28, 2019

I get surprised sometimes by how many qualifications and degrees people list at the end of their name. However, I often refer to the fact that LinkedIn recognizes me as one of the top 150 business influencers. It occurred to me that it is the same thing. It occurred to me that it is the same thing. I am proud of that.

Sales 261

Sales Customer Experience Personalization Consulting 261