Beyond Philosophy

Why You Must Create and Sustain a Customer-Centric Culture

Beyond Philosophy

Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric.

Are You Ignoring a Key Part of Your Digital Experience?

Beyond Philosophy

Think about the last time you shopped online but decided not to buy. Were you just browsing, or was there something about the user experience that made you hesitate?

When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things.

Employee Happiness is the Key to an Excellent Customer Experience

Beyond Philosophy

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

The Surprising Effect of Choice Architecture on Your CX

Beyond Philosophy

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle.

Why Customer Memories are More Important To Your CX

Beyond Philosophy

I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it.

How to Manage Company Politics

Beyond Philosophy

When I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be cheeky, the joke was not far from the truth. I spent my day navigating company politics.

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin.

How Can We Measure Customer Emotions in Our Digital World

Beyond Philosophy

How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze?

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Memory Cues – Excellent CX Is Useless If No One Remembers It

Beyond Philosophy

When we buy things, our memory generates the choice set that we have under consideration. It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. .

Digital Transformation: The Unexpected Opportunities and Surprising Problems for Customer Experience

Beyond Philosophy

I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation.

Why Too Many Choices Can Be Killing Your Bottom Line

Beyond Philosophy

If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing.

Branding and CX: The Surprising Way They Work Together to Form Customer Loyalty

Beyond Philosophy

Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign.

Creating Actionable Insights from Irrational Humans

Beyond Philosophy

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. Irrationality and data don’t mix.

Is CX Dying? 7 Ways to Save Customer Experience at Your Organization

Beyond Philosophy

I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Are You Ready for Facial Recognition Technology in Your CX?

Beyond Philosophy

Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face.

Seven Key Strategic Questions Critical to CX That You Must Answer

Beyond Philosophy

I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference.

The Real Reason Men Aren’t Eco-Friendly

Beyond Philosophy

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant.

The Four Things You Must Do to Keep Customers Talking about Your CX

Beyond Philosophy

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

How Choice Architecture Can Revolutionize Your Experience

Beyond Philosophy

Choice architecture is a significant factor in buying decisions you make every day. From how they stock the buffet line to how likely you are to donate your organs after you die, the psychology of choice is influencing your decisions every day.

How to Make Your Customer Experience Convenient

Beyond Philosophy

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Today, we are going to discuss some areas you can look at to do just that. I didn’t like shopping for years.

How To Create Innovative Service

Beyond Philosophy

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers.

Are You Listening to Your Customers – Or Driving them Crazy?

Beyond Philosophy

Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

What Customer Emotions Drive the Most Value

Beyond Philosophy

What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience.

Why Uncertainty Can Destroy Your Customer Experience

Beyond Philosophy

Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right?

How Your Customers’ Identity Issues Are Affecting Your CX

Beyond Philosophy

I get surprised sometimes by how many qualifications and degrees people list at the end of their name. Some of them might go on for half an hour! I find myself wondering why they want me to know all that.

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The Vital Art of Creating Memorable Messaging

Beyond Philosophy

The Vital Art of Creating Memorable Messaging. When we make buying decisions, we usually are choosing from a short list of options. Our memory assembles these options.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Are You Using This Powerful Sales Technique?

Beyond Philosophy

We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door.

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Customer Journey Mapping Using Behavioral Science

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Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience.

Happy Employees Make Happy Customers

Beyond Philosophy

Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical.

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.