Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. It’s our job to determine what it is. Both are fair questions.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

CX Accelerator

NOVEMBER 7, 2023

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

MARCH 8, 2023

I love hearing about complaints and problems that are solved to the point that the customer wants to tell the world about the experience. That’s exactly what happened to Bill Paretti, one of our faithful Shepard Letter subscribers. He was so excited about what happened that he shared it with me, hoping I would share it with you.

Marketing 296

Marketing Personalization Customer Service 296

ShepHyken

JANUARY 5, 2022

I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers. The message from BarkBox wasn’t about making a sale.

Personalization 434

Personalization Customer Experience Customer Service Sales 434

Beyond Philosophy

AUGUST 5, 2023

We think we did something great, and we look forward to getting the feedback that tells us so. One of our listeners, Damien, found himself in this pickle recently. To summarize, psychologists would submit that perception applies only to receiving the information through our senses. Tell us about it here.)

Customer Experience 195

Customer Experience Feedback Surveys 195

Beyond Philosophy

OCTOBER 21, 2023

She is in a pickle, and she needs our help. A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Today, branding is all about the value you provide customers. Poor Irene Beard.

Customer Experience 195

Customer Experience 195

Beyond Philosophy

JANUARY 14, 2023

One of our listeners, Jason Bradley wrote in with a business pickle wanting to know what some of these signs are. 7:20 Ryan presents the Rubicon Model and how it applies to our psychology around decision making. 7:20 Ryan presents the Rubicon Model and how it applies to our psychology around decision making. How can we help?

Consulting 243

Consulting Consulting Sales Surveys 243

Beyond Philosophy

SEPTEMBER 21, 2023

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Construction 221

Construction Marketing Personalization Management 221

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. You probably have your version of this story for some part of your life, too. Maybe it’s your name, but that’s about it. This example is likely familiar to you.

Personalization 195

Personalization Advertising Technology Marketing 195

CCNG

SEPTEMBER 14, 2022

About 4-5 months ago I was speaking with an industry colleague and telling my origin story. I was sharing my thoughts that I felt our industry never really does a great job about highlighting the opportunities to learn and create a great career. Again, Until recently. I also happen to be a big fan of the All In podcast.

Contact Center 195

Contact Center Feedback Marketing Technology 195

ShepHyken

JUNE 22, 2022

Not long ago, I wrote about calling your customer or an employee “honey.” One of our subscribers made a good point.? . He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it.

Customer Service 330

Customer Service Personalization Sales Management 330

ShepHyken

MAY 12, 2021

During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If Just as the manager was about to call the customer, the customer called the store.

Customer Service 408

Customer Service Management 408

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. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Healthcare 221

Healthcare Engineering Banking Accountability 221

Beyond Philosophy

SEPTEMBER 10, 2020

These contradictory beliefs cause discomfort for us. The two simultaneously-held and conflicting views create tension for us. If we could admit that one of our ideas is wrong, it would relieve that tension. Nonetheless, we still hold onto the contradictions despite feeling uncomfortable about it. .

Consulting 457

Consulting Consulting Advertising Accountability 457

Beyond Philosophy

FEBRUARY 25, 2023

Time is our most valuable resource. Joe Pine, author of The Experience Economy, writes about this battle for customer attention and how they evaluate time given to you in a recent article. We also talk about how some organizations do it well, and some waste our time unapologetically. Please tell us how we are doing!

Surveys 221

Surveys Customer Experience 221

Beyond Philosophy

OCTOBER 14, 2023

Sometimes, it is about something they ordered or bought; sometimes, it is about paint color or springing for the upgrades. Plus, these versions of us also have two ways of thinking. There is the fast and automatic thinking provided by our Intuitive System and the slow and deliberate thinking employed by the Rational System.

Sales 195

Sales Management Customer Experience 195

Beyond Philosophy

JANUARY 4, 2022

So, today, we will talk about convincing people that having a relationship with customers is a good idea. Tina wrote to us on the podcast about this pickle she is in, and it’s interesting. So, when I heard Tina’s company was an engineering firm, I thought, “well, that sounds about right.”

Engineering 221

Engineering Consulting Consulting Best practices 221

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Worst yet, my husband was getting in 2 hours prior to my flight.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

JULY 14, 2022

Today we will talk about how to be funny and use humor to your advantage. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive. It can be good for our relationships. . Doctors used bleeding to relieve pressure from an excess of one of the humors.

Coaching 413

Coaching Consulting Consulting Personalization 413

ShepHyken

DECEMBER 26, 2022

I have added my comment about each article and would like to hear what you think too. CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories.

Customer Service 161

Customer Service Self service Customer Experience Personalization 161

Beyond Philosophy

AUGUST 13, 2022

Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? We also look at the characteristics that fall under those dimensions to determine how these facets can affect our choices. Please tell us how we are doing!

Personalization 221

Personalization Consulting Consulting Surveys 221

Beyond Philosophy

JUNE 12, 2021

These things are part of three news stories that can provide insight into improving your Customer Experience. We see news headlines all the time about different types of vicarious learning opportunities, both good and bad. Please tell us how we are doing! So how do they provide insight? Complete this short survey.

Customer Experience 259

Customer Experience Consulting Consulting Surveys 259

Beyond Philosophy

JANUARY 8, 2021

We’ve been doing some work with one of our clients recently who will be doing some research. Usually, when people talk about that, it’s in the third person, meaning that someone will impose the new normal upon us. I would encourage us to put that in the first person. Don’t Be Like the Milkman.

Customer Experience 448

Customer Experience Consulting Consulting Personalization 448

Beyond Philosophy

SEPTEMBER 2, 2023

The fact that some of the ways we do this are not as accurate as others doesn’t even occur to us. Once you understand how people judge your pricing, you can use strategy to present it better and maximize your pricing to gain profit. 22:06 We explain how price images form and how they influence our decision making.

Customer Experience 195

Customer Experience 195

ShepHyken

SEPTEMBER 1, 2021

I’ve written about this before. Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small, global or local.

B2B 352

B2B Healthcare Customer Experience Customer Support 352

Beyond Philosophy

FEBRUARY 26, 2022

There is a famous story that as Julius Caesar crossed it with his army, he said,”Alea iacta est”, which means “Now the die is cast” for those of us a little rusty on the Latin. This story is more than a Roman history lesson. Join us in celebrating our 20th anniversary over the next month.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

CCNG

MARCH 16, 2022

In 2020 during a world pandemic, we had the crazy idea to start our own podcast. We all work in an industry where life can be consumed by the latest customer problem – so our motto is to laugh often and love your work (and your people). We would love for you to join us as we talk about the industry that we both love!

Contact Center 195

Contact Center CCNG Best practices Consulting 195

Beyond Philosophy

AUGUST 22, 2020

Without the guide of “right” and “wrong” to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. To discuss this further contact us at www.BeyondPhilosophy.com. Key Takeaways.

Consulting 338

Consulting Consulting Customer Experience Sales 338

ShepHyken

MAY 26, 2021

Even though this is about a sales presentation, it ties into customer service. So, maybe the story I’m about to share isn’t truly the worst sales call ever, but it was really bad. No doubt, the product would be better for us. I could tell he was typing in our company name. It is how relationships are built.

Sales 352

Sales Enterprise Customer Service Personalization 352

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. Here are some highlights of the discussion: 03:37 Ryan explains what a habit is and what part of our brain governs them and why. Please tell us how we are doing! Complete this short survey.

Government 448

Government Consulting Consulting Customer Experience 448

Totango

APRIL 9, 2024

Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

Beyond Philosophy

JULY 23, 2022

If you do, could you vote for us in the People’s Choice Podcast Award? However, since the other three parts of the original five-part story arc were never made, it hangs there in the Netflix Original inventory unresolved, forever. You will never get the answers you seek about what happened. Please tell us how we are doing!

Consulting 243

Consulting Consulting Customer Experience Surveys 243

Beyond Philosophy

AUGUST 15, 2020

We are more emotional in reviews on our phones than on our computers. The smaller screen and keyboard are more challenging to use, so people want to get to the point and write shorter reviews. This slant is the result of our self-presentational concerns. Rely on the phone to help us stay in touch wherever, whenever.

Consulting 345

Consulting Consulting Personalization Surveys 345

Beyond Philosophy

MARCH 28, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” Not all decisions overwhelm us. If only there were one.

CRM 195

CRM Sales Customer Experience Management 195

Beyond Philosophy

JULY 3, 2021

Here are a few key moments in the discussion: 03:20 Ryan shares a story about his friend and her troubles with a trampoline installation. 06:21 For the first time EVER in the podcast, Colin complains a bit about an experience he had with Apple. Please tell us how we are doing! Complete this short survey. How can we help?

outsourcing 273

outsourcing Customer Experience Consulting Consulting 273

24-7 InTouch

FEBRUARY 13, 2024

“Mexico is truly special with a talented bilingual workforce that is also geographically close to our US-based client partners,” said Mike Henderson, Global Chief Operating Officer at IntouchCX. About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and technology solutions.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

ShepHyken

NOVEMBER 22, 2021

I have added my comment about each article and would like to hear what you think too. Forbes) If you’re seeking to better understand how your customers feel and think about your business so that you can improve how they experience it, see the expert tips below. Here are some customer service horror stories.

Customer Service 207

Customer Service Customer Experience Surveys Management 207