Beyond Philosophy

SEPTEMBER 11, 2014

Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. Technically, Bank of America isn’t listed here by name but they do fall under the label of “Any Bank.” I would argue that this is true of Bank of America.

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Banking Employee engagement Customer centricity Surveys 150

Beyond Philosophy

SEPTEMBER 3, 2020

As Stephen Covey says in The Seven Habits of Highly Effective People , you build up an emotional bank account with customers, and when you make a mistake with them, you make a withdrawal from it. However, if your emotional bank account is in good standing with customers, the error you made won’t ruin the relationship.

Banking 392

Banking Consulting Consulting Accountability 392

The Northridge Group

APRIL 8, 2024

We have a long-held belief (rooted in fact) that it’s nearly impossible to have effective processes and robust technology without trained people to manage and use them. But that’s only if this new technology is really understood and implemented correctly.

Technology 105

Technology Finance Government Healthcare 105

Beyond Philosophy

JUNE 6, 2019

When trains were first invented, people were worried that they would get ripped apart if they traveled faster than 50 miles an hour. For example, not so long ago, people didn’t want to migrate to online banking. However, online banking has proved to be helpful to society. This process is normal for people. Get Used to It.

Airlines 354

Airlines Banking Technology Customer emotions 354

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. Circumstances forced me into retail banking in Dubai. I returned to Dubai and joined an elevator company.

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Consulting Consulting Customer Service Customer centricity 110

Beyond Philosophy

DECEMBER 20, 2019

From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Meanwhile, this unlucky phone bank employee, who had only just returned from break where she was chatting with some friends and in a completely different emotional space, was not.

Customer emotions 392

Customer emotions Consulting Consulting Call Center 392

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. So, after destroying the trust their customers felt toward their bank, what should they do now?

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Banking Accountability Consulting Consulting 353

Beyond Philosophy

DECEMBER 19, 2017

It is the essential concept we tout at our global Customer Experience consultancy. Other brands in the top three spots are perennial performers like John Lewis and last year’s top performer, First Direct, an online and over-the-phone bank. My first work as a customer experience consultant was there. The Bad News.

Customer centricity 383

Customer centricity Consulting Consulting Banking 383

Beyond Philosophy

JUNE 11, 2020

In our business growth consultancy, we worked with the largest insurance companies in the UK back in the day. You also have to train your people to manage customer wait time. They also need training on how to evoke specific emotions. Can you break it up into smaller parts to help ease the drawbacks of waiting for customers?

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Wait times Management Consulting Consulting 404

Beyond Philosophy

MAY 10, 2016

My example is TD Bank, where viral communication meets real, and valued, experience delivery on a personalized, and deeply emotional, level. Here’s a quick thumbnail summary of where some examples of TD Bank’s marketing unique marketing and communication initiatives have taken the company over the past year or so.

Marketing 186

Marketing Banking B2C Consulting 186

Beyond Philosophy

OCTOBER 5, 2017

For example, banks provide customers pens—on chains. Banks put the pens there to help customers, but the chain tells the customer’s’ subconscious, “We don’t trust you.” Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Journey mapping Banking Customer emotions Customer centricity 358

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience. How to Measure Customer Emotions.

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

DECEMBER 19, 2016

In our customer experience consultancy, we help companies design a customer experience that that fosters customer loyalty and engagement by taking customers’ emotional behavior into account. Learn more about the psychology behind customer behavior and how to build customer loyalty, sign up for one of the Beyond Philosophy training courses.

Sales 354

Sales Banking Customer emotions Education 354

Beyond Philosophy

NOVEMBER 13, 2017

As a global customer experience consultancy we have recognized for a long time that customers’ overall experience with a company or brand is driven primarily by emotional and subconscious factors. When you go into a store, the bank, or your local cafe, it feels different when the employees recognize you. The post Revealed!

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Consulting Consulting Banking Customer Experience 335

Beyond Philosophy

AUGUST 17, 2015

As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. They actively contribute to emotion and downstream behavior. Michael Lowenstein, Ph.D.,

Banking 251

Banking Customer centricity Consulting Consulting 251

Beyond Philosophy

AUGUST 9, 2017

do not have a bank account at an insured institution (unbanked), which translates to about nine million households. Underbanked describes a household that has a checking and/or a savings account but has found outside resources for banking products, meaning other than financial institutions. households, around 24.5 I rarely use cash.

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Banking Coaching Surveys Employee engagement 0

Beyond Philosophy

SEPTEMBER 15, 2015

First Direct, a phone and online retail bank in the UK, scored the highest in the UK study, 61 points higher than the HSBC, the bank that owns them. It’s the reason people like setting up an Apple computer for the first time over a PC, and it’s why we prefer to bank online instead of going to a branch.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

OCTOBER 6, 2015

Banks lied to us, nearly crashing the world economy and causing the Great Recession. I had thought the banking crisis was the pinnacle of organizational stupidity but then last week we hear Volkswagen (VW) lost 30% of their value. Colin is an international author of five bestselling books and an engaging keynote speaker.

Banking 406

Banking Consulting Consulting Government 406

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. Why Training on Emotional Management for Frontline Employees is Vital. Lack of employee training. The Reasons Behind Our Reasoning.

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Journey mapping Customer emotions Scripts Consulting 374

Beyond Philosophy

NOVEMBER 22, 2017

Professional development frequently involves additional training and/or exposure. Of these, having a culture of trust and empowerment, active training and cross-training (an element of recognition and reward), open vertical and horizontal communication, and proactive career pathing are perhaps the most important.

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Banking Enterprise Consulting Consulting 225

Beyond Philosophy

JANUARY 18, 2016

Bank of America planned to charge Customers a $5 debit card fee right after taxpayers bailed them out of insolvency. Back in 2011, right after the huge bailout American taxpayers gave Bank of America (B of A) and other large financial institutions deemed “too big to fail”, the bank announced they would charge a $5 monthly fee for debit cards.

Airlines 274

Airlines Entertainment Banking Consulting 274

Beyond Philosophy

OCTOBER 10, 2016

As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. But there is also Zappos and Starbucks, Bank of America or Goldman Sachs or Amazon and Volkswagen. Training Employees on Nonverbal Clues. This presumption is only partway true.

Consulting 419

Consulting Consulting Banking Customer Experience 419

Beyond Philosophy

SEPTEMBER 10, 2015

Employee Culture: Why Amazon is On Top and Bank of America Isn’t. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Improving Your CX One Employee at a Time. Follow Colin Shaw on Twitter & Periscope @ColinShaw_CX.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

Beyond Philosophy

APRIL 3, 2016

The surveying, such as referenced by TD Bank, to identify what drives satisfaction-reducing pain will provide superficial guidance on emotional drivers of desired customer behavior. It’s understandable why TD Bank’s marketing takes this approach to value. The bank found that about half of these customers had service complaints.

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

The surveying, such as referenced by TD Bank, to identify what drives satisfaction-reducing pain will provide superficial guidance on emotional drivers of desired customer behavior. It’s understandable why TD Bank’s marketing takes this approach to value. The bank found that about half of these customers had service complaints.

B2C 231

B2C Banking B2B Consulting 231

AWS Machine Learning

FEBRUARY 6, 2023

The benefits of Amazon Lex and Talkdesk CX Cloud are exemplified by WaFd Bank , a full-service commercial US bank in 200 locations and managing $20 billion in assets. The bank has invested in a digital transformation of its contact center to provide exceptional service to its clients.

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Cloud contact Self service Contact Center Virtual Agent 67

Beyond Philosophy

JANUARY 16, 2018

In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ When the company became part of Bank of America, the MBNA employees publicly thanked Charles Cawley, who founded the company, for all he had done on their behalf (see above). My paradigm example is, or was, MBNA America.

Customer centricity 208

Customer centricity Banking Enterprise Government 208

ShepHyken

APRIL 17, 2019

That brings us to a dinner I recently attended where I met Terry Rapoch, a consultant from Dayton, Ohio. For example, switching banks isn’t easy. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. He called it an experiential callus. Changing software can be very painful.

Airlines 245

Airlines Banking Consulting Consulting 245

Beyond Philosophy

APRIL 24, 2017

From lying on emissions tests like Volkswagen to overstating efficiency performance figures like Mitsubishi, to opening bank accounts your customers didn’t want like Wells Fargo , numerous recent examples exist of brands telling customers lies. Despite this widespread agreement, companies still do, too many, in fact. Recruiting Now! .

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Consulting Consulting Banking Customer Experience 318

Beyond Philosophy

JUNE 7, 2016

Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe. and Metro Bank in the U.K.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

Beyond Philosophy

NOVEMBER 28, 2017

4) Where customers and experience are concerned, think ‘human’, i.e. TD Bank’s “Bank Human Again” marketing campaign. I’ve written about Vernon Hill, who founded Commerce Bank in the U.S. and Metro Bank in the U.K. 3) Overpromise and overdeliver, consistently, on experience. He understands lagniappe.

B2C 208

B2C Banking B2B Customer advocacy 208

Beyond Philosophy

MARCH 28, 2019

In my global Customer Experience consultancy, I have dealt with some companies who spend hours talking about the.001 We just engaged in some of that thinking at Beyond Philosophy with training we launched. I even told my training manager to put on his researcher hat. The “Ready, Fire, Aim!”

Management 359

Management Consulting Consulting Benchmark 359

Beyond Philosophy

JULY 26, 2017

That is what manufacturers are banking on with their strategy to reduce the amount included in your purchase price. However, in our experience as a global Customer Experience Consultancy, we know that doing what is best for the customer is the best way to increase profits. Me neither. Driving Value by Driving Emotions.

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Consulting Consulting Banking Customer Experience 300

Beyond Philosophy

AUGUST 9, 2016

An excellent example of an organization which drives customer and employee advocacy through social engagement is TD Bank. Wendy Arnott, TD Bank’s VP of Social Media and Digital Marketing, has built a social media program from the inside out. You Also Might Like… New Report: Keys to Community Readiness and Growth.

Banking 150

Banking B2C Consulting Consulting 150

Beyond Philosophy

DECEMBER 5, 2016

In a September 13 th Wall Street Journal article, CEO John Stumpf said that the bank didn’t have a bad culture, but that it has been working to weed out bad employee behavior. Though Stumpf has said that “I’m thinking about how do we move forward”, his testimony before the Senate Banking Committee did little to help with doing that.

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Brand ambassadors Customer centricity Banking Consulting 248

Beyond Philosophy

FEBRUARY 5, 2018

At the front of the store, where you’d usually find checkout lines, there is a bank of electronic turnstiles. One of the most important things we teach in our customer experience consultancy is that customers’ feelings and subconscious factors are the biggest influencers of customer behavior. Be Warned: You Can’t Rely on Big Data!

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Consulting Consulting Big data Banking 250

CSM Magazine

OCTOBER 4, 2023

For example, if my bank offers me a discount at a coffee shop for using digital banking services, the bank needs to ensure that discount works, whether they’re posting me a physical gift card or providing me with a coupon code in my mobile banking app. It’s also crucial to test whether rewards benefits accrue properly.

Airlines 59

Airlines Banking Transportation Consulting 59