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. One thing I appreciate about Mead is how his opinions make me think. He predicts that customers can ask, “Hey!

Airlines 222

Airlines Self service Call Center Personalization 222

CCNG

JANUARY 10, 2024

Information that can be updated and delivered instantaneously by an agent to a customer looks like a productivity boost as well as a driver of positive customer experiences. What if a customer calls in on Tuesday and another customer calls in on Thursday with the same question?

Technology 195

Technology CCNG Coaching Contact Center 195

ShepHyken

JANUARY 3, 2024

What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. You can simply read these predictions or take action on them. (I Smarter Customers This is the same prediction I’ve started with for several years.

Customer Service 236

Customer Service Customer retention Customer Experience 236

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 473

Management Entertainment Consulting Consulting 473

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 ?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do. Unfortunately, I always disappoint them.

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CRM Sales Customer Experience Management 195

Beyond Philosophy

JANUARY 11, 2024

Suppose I want something; that is where I go first. Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level. Customers have habits. But not impossible. Now, it will be automatic.

Education 222

Education Feedback Call Center Marketing 222

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Customer emotions 436

Customer emotions Management Journey mapping Customer advocacy 436

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. She was almost positive I’d be calling again in the future, even more frustrated than I was today. She was amazing. The call was short.

Customer Support 367

Customer Support Customer Service Personalization 367

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. Many of us want a quick answer we can trust from somebody who would know. We discussed his theories and their practical applications on a recent podcast, and I wanted to share them here, too.

Analytics 370

Analytics Consulting Consulting Personalization 370

Beyond Philosophy

FEBRUARY 1, 2024

Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Worse, they often don’t know what to ask to find out what they want to know. The results were funny.

Surveys 195

Surveys Self service Marketing Feedback 195

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future. So, What is Happening Here From a Human Perspective?

Healthcare 222

Healthcare Engineering Banking Accountability 222

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. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show. How can these retailers benefit from the new technologies?

Technology 403

Technology Consulting Consulting Personalization 403

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. It’s emotional.

Airlines 434

Airlines Banking Accountability Customer centricity 434

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. Traditional journey mapping is what a customer is doing, but is missing a few things. What is the first stage of your journey?

Journey mapping 469

Journey mapping Consulting Consulting Marketing 469

Beyond Philosophy

FEBRUARY 16, 2023

Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. I didn’t want to make the wrong decision, but I had no idea how to make the right one. I didn’t want to make the wrong decision, but I had no idea how to make the right one.

Consulting 195

Consulting Consulting Marketing Management 195

Beyond Philosophy

MAY 14, 2020

However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. You want them to go in and clean their room.

Consulting 420

Consulting Consulting Personalization Accountability 420

Beyond Philosophy

FEBRUARY 27, 2020

Hyperbolic Discounting is what happens when we have the choice between a reward now and a reward later. It describes how we disregard the value of something when we have to wait for the benefits of it over time. Which of those two options would you want? . My guess is you want it now, and why wouldn’t you? But, I digress.

Consulting 468

Consulting Consulting Education Sales 468

ShepHyken

APRIL 20, 2022

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. . This is more than apologizing and acknowledging the customer, which are steps one and two of my five-step process for dealing with angry customers.

Customer Service 322

Customer Service Customer Support Technology 322

Beyond Philosophy

JUNE 2, 2022

How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? But, also, these things are true about people’s trust in your life or customers on your sales reports.

Surveys 222

Surveys Consulting Consulting Accountability 222

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. So, what is EQ?

Management 195

Management Personalization Call Center Customer Experience 195

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Mandy Morgan wrote in with a litany of comments that support how I feel. Customer service is not going well these days, and many problems are out there.

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

SEPTEMBER 30, 2023

However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience. Unfortunately, there isn’t a lot of scientific evidence that points to a definite negative effect on additional fees for a customer experience. It is a quite a pickle.

Customer Experience 195

Customer Experience 195

Beyond Philosophy

FEBRUARY 8, 2020

Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. We learned that, first and foremost, organizations want to gain growth. Growth is challenging today. Since 2002, Beyond Philosophy has focused on growth driven by an improved Customer Experience.

Consulting 356

Consulting Consulting Customer Experience Marketing 356

ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). Most businesses today use technology to meet their customers’ needs. This comes in the form of streamlining processes, self-service customer support solutions and more. But what about the employees’ needs? Make it easy.

Customer Experience 322

Customer Experience Chatbots Call center experience Self service 322

Beyond Philosophy

AUGUST 13, 2020

Do you know what annoys me? 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. After all, how much joy do you need to buy paper towels? So, What is Customer Effort and a Customer Effort Score?

Customer effort 458

Customer effort Government Consulting Consulting 458

CCNG

JANUARY 31, 2024

Companies of today can consist of up to five generations of workers within their hybrid, 100%-remote, or brick and mortar “walls.” These generational workers help customers within up to five channels: email, chat, text, phone, and social medial. How does the knowledge we tap into need to change within the evolving workplace?

CCNG 195

CCNG Self service Best practices Chatbots 195

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. My oldest daughter has a new baby.

Consulting 407

Consulting Consulting Marketing Personalization 407

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . Still, the most significant one to them was whether the customers came back again.

Airlines 274

Airlines Feedback Self service Best practices 274

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. 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. Before we get into the rules, it’s essential to know what you’re aiming at and why.

Journey mapping 301

Journey mapping B2B Customer emotions Personalization 301

Beyond Philosophy

FEBRUARY 13, 2021

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Customers buy habitually, and that’s great when their habit is to buy from you. Understanding customer triggers. Distract your customer from their existing habit.

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Government Consulting Consulting Customer Experience 450

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? The first one was, “We put customers first.”.

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Customer centricity Customer Experience Consulting Consulting 614

Beyond Philosophy

AUGUST 31, 2023

Sometimes your customers have to wait. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? In short, you should distract them.

Wait times 222

Wait times Airlines Call Center Benchmark 222

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand.

Customer Service 200

Customer Service Government Customer centricity Customer Experience 200

Beyond Philosophy

SEPTEMBER 7, 2023

These differ in terms of how easy they are for us to do and how accurate they are. Understanding how customers evaluate pricing can help you correctly price your products or services. So, today, we will talk about three simple tactics you can use to maximize your pricing to gain profit. It can be almost anything.

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Advertising Education Sales Marketing 222