Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. So, their reactions put in place are also temporary.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

JULY 11, 2016

If you haven’t gone online with your Customer Experience, too, it’s time. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

OCTOBER 12, 2016

Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. When you make something personal for a customer, you start to create an emotional relationship with your product or service.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless How your customers feel about your experience is the most significant factor to your Customer Experience success.

Customer emotions 364

Customer emotions Consulting Consulting Customer Experience 364

Beyond Philosophy

AUGUST 29, 2016

Many of these influences aren’t rational at all, nor are customers even aware of them at a conscious level. It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. How to Measure Customer Emotions.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value. It was a tough audience.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

NOVEMBER 9, 2016

Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline. How to Measure Customer Emotions. 3 Critical Change Management Steps.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

JULY 13, 2016

Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business. Econsultancy heard from the people working on the Customer Experience improvement efforts. How to Measure Customer Emotions.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

JULY 13, 2021

How organizations frame their offers influences whether customers perceive the third-party experience as part of the organization’s experience. For example, the trampoline retailer could say they don’t do installations but then present five installer options. appeared first on CX Consulting.

outsourcing 418

outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. A first step is to fully understand the experience from the customer’s point of view. The key is to manage customers’ expectations and then exceed them. Good idea or bad?

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

AUGUST 3, 2016

Whether it is the pain points caused by your experience or the experience of your competitor (and even in an unrelated industry), knowing when they occur is critical to improving your Customer Experience, playing a direct role in your improvement program’s success. How to Measure Customer Emotions.

Complaint resolution 271

Complaint resolution Consulting Consulting Customer emotions 271

Beyond Philosophy

DECEMBER 5, 2017

We see this sort of thing all the time in our global Customer Experience consultancy. Second, it involves a commitment to a customer focus. Also, the outside-in approach often reveals areas that need a re-design to deliver a predetermined emotional result. Are you in a Customer facing role? 13 November 2017.

Call Center 277

Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

AUGUST 15, 2019

Observational data is useful to your Customer Experience Metrics. Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. In our Global Customer Experience consultancy , we look at the area of customer emotions.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery. How to Measure Customer Emotions.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

AUGUST 31, 2016

Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline. How to Measure Customer Emotions. 3 Critical Change Management Steps.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

SEPTEMBER 17, 2014

In a study out of Yale (by Bloom’s wife), babies are presented with two puppets, one that prefers green beans, and one that prefers graham crackers. They are important to your organization to help create an emotional relationship with your brand. I use stories all the time when I am consulting with clients on Customer Experiences.

Consulting 300

Consulting Consulting Customer emotions Government 300

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. The Value of Customer Experience, Quantified. So, the debate continues. February 2006. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

DECEMBER 10, 2015

The experiencing self lives in the present. If you enjoyed this post, you might be interested in the following blogs: Behavior Psychology Proves that Event Boundaries Affect Customers’ Memory of Your Experience. Customers’ Emotions Are Predictable. It is one of the cognitive traps we all have.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

Beyond Philosophy

JANUARY 28, 2019

Many companies segment customers based on the amount they purchase, e.g., small, medium, and large. However, in our global Customer Experience consultancy, we encourage moving away from segmenting based on how much they spend with you and instead grouping centered on other variables.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

MAY 8, 2017

Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

Beyond Philosophy

DECEMBER 22, 2015

Research reports, presentation content through online sites such as LinkedIn-owned SlideShare (which gets close to 60 million visitors a month and has over 15 million registered users), and virtual conferences and webinars have seen significant increase in application.

Marketing 231

Marketing Engineering Consulting Consulting 231

Beyond Philosophy

JUNE 6, 2019

So how should you introduce the technology in a way that presents value instead of creeping people out? Measuring authentic customer emotions in real time without asking customers is the future of CX. WHY CUSTOMER MEMORIES ARE MORE IMPORTANT TO YOUR CX. WHY UNCERTAINTY CAN DESTROY YOUR CUSTOMER EXPERIENCE.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. 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.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

MARCH 17, 2022

I’ve been married to my wife, Lorraine, now for 40 years and made a lot of deposits into Lorraine’s emotional bank account, and vice versa. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy. We still lost some customers.

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

SEPTEMBER 4, 2015

How you present information affects what choices a person makes, although some presentation styles are more effective with different types of people. If you enjoyed this post, you might be interested in the following blogs: When it Comes to Customer Experience, You Have to Keep Rolling the Dice.

Customer Experience 337

Customer Experience Consulting Consulting Marketing 337

Beyond Philosophy

JANUARY 15, 2021

A Nudge supports the premise that the way you present choices tips the scales towards a particular option. All of these concepts in the Behavioral Sciences can lead to influences on customer behavior. So it would be best to consider all the ideas working in any given offering you present to your customers. Register here.

Airlines 248

Airlines Government Customer emotions Marketing 248

Beyond Philosophy

NOVEMBER 8, 2017

Their conclusion: “On a lifetime value basis, emotionally connected customers are more than twice as valuable as highly satisfied customers.”. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Republished with permission from CustomerThink.com.

Consulting 150

Consulting Consulting B2B Metrics 150

Beyond Philosophy

SEPTEMBER 17, 2014

In a study out of Yale (by Bloom’s wife), babies are presented with two puppets, one that prefers green beans, and one that prefers graham crackers. They are important to your organization to help create an emotional relationship with your brand. I use stories all the time when I am consulting with clients on Customer Experiences.

Customer emotions 150

Customer emotions Government Consulting Consulting 150

Beyond Philosophy

SEPTEMBER 17, 2014

In a study out of Yale (by Bloom’s wife), babies are presented with two puppets, one that prefers green beans, and one that prefers graham crackers. They are important to your organization to help create an emotional relationship with your brand. I use stories all the time when I am consulting with clients on Customer Experiences.

Customer emotions 150

Customer emotions Government Consulting Consulting 150

Beyond Philosophy

DECEMBER 14, 2015

Foresight – understand lessons learned, present realities, and view the future. Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Beyond Philosophy

AUGUST 13, 2015

Foresight – understand lessons learned, present realities, and view the future. . – Persuasion – building consensus rather than forcing decisions by coercing others. Conceptualization – ability to both manage, and look beyond, the day-to-day. Stewardship – all stakeholders hold the enterprise in trust for the greater good.

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

Callminer

AUGUST 6, 2019

“The number of customers is increasing at an alarming rate, and for the same reason more customers are opting for online premises for transaction and purchase. Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Beyond Philosophy

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. For those unfamiliar with CX Data Management, the term applies to how businesses track customer information and obtain feedback from them. It is still all about emotions.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Beyond Philosophy

JUNE 4, 2015

Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. What you present to a mobile audience is now the most important part of your online presence. If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more!

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353