Beyond Philosophy

OCTOBER 2, 2017

Whether the person is conscious of their emotions or not, people buy based on how they feel. Since you can’t rely on customers to account for what made them feel the way they did, you must understand the hidden influences present in your current Customer Experience and how they motivate behavior.

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ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. What fascinates me is the high relatability factor of the myths they present. Following each myth I provide additional insight, personal observations or explanations for common misconceptions. Shep Hyken.

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Beyond Philosophy

FEBRUARY 25, 2021

This global Customer Experience consultancy was named as one of the best management consultancies by Financial Times for the third year in a row this year. Starting in March 2020, Pine, a regular speaker, watched as all the events he was booked for canceled their in-person events and replaced them with virtual ones.

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Beyond Philosophy

FEBRUARY 24, 2022

Having an opinion is critical whether you are an employee or a consultant. As a consultant, you not only should have an opinion, but you should also realize that your opinion is what the company bought. You might have a detailed presentation and 27 painstakingly constructed slides to go through, but they might not want to see that.

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Consulting Consulting Customer emotions Construction 221

Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response! So, I named my company Beyond Philosophy.

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Beyond Philosophy

FEBRUARY 6, 2020

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth.

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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. How do you keep integration between your channels?

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Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. We shared both personal and business things that 2020 has taught us on a recent podcast. It’s surprising what we can accomplish when the opportunity presents itself. I thought I would share them here as well.

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Beyond Philosophy

SEPTEMBER 12, 2016

When you ask a person why they bought something, they can always tell you straightaway. Is the person lying? As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time. If you enjoyed this post, you might be interested in the following blogs: 3 Ways Customers’ Minds Play Tricks on Them.

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CX Accelerator

NOVEMBER 11, 2022

While not required, the person in this role is often an extroverted visionary. Empathy and sensitivity are the traits you would look for in a person managing an EX program. The first person we would hire would be the Head of CX. So the second person we would hire would be a Customer Insights Manager.

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Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. The idea behind long-form advertising is if the person is willing to engage with a long-form ad, then it is evidence that they are into it, which leads to more investment. . Escalating Commitment into a Sale.

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Beyond Philosophy

JULY 13, 2016

On how personalization can improve a customer’s online experience, the online retailer said it was important to examine “past transactions and entry points to serve relevant content.”. Q: Is Personalization imperative for Customer Experience. When you personalize the experience for a person, they feel cared for, valued, appreciated.

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Customer Experience Airlines Banking Customer centricity 278

TechSee

JUNE 16, 2022

This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Shep Hyken, Chief Amazement Officer at Shepard Presentations.

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Beyond Philosophy

JUNE 22, 2023

The book introduces the idea of personal policies, which are rules we set for ourselves to guide our decisions. Rules, not decisions : These personal policies are based on our values and priorities and guide our operations. For example, when it is easy to do and benefits the other person a ton, you should do these things.

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Beyond Philosophy

AUGUST 29, 2016

It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. Whether you know about predictive analytics already or not, you certainly have personal experience with the concept. All people have different influences that come to bear on what they buy and from whom.

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Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

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Beyond Philosophy

DECEMBER 19, 2017

They include: Personalization. It is the essential concept we tout at our global Customer Experience consultancy. My first work as a customer experience consultant was there. In my experience British companies like to do things by themselves rather that invest in bringing in consultants like ours. Time and Effort.

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Customer centricity Consulting Consulting Banking 382

Beyond Philosophy

JANUARY 19, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. I had a terrible presentation to a C-suite for a retail client once. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Beyond Philosophy

JULY 9, 2020

It presents an opportunity to use what we call a Golden Question. A Golden Question is a sort where the answer reveals the “type” of person the respondent is. Second, you can examine how to customize your present experience to serve their needs and concerns and maximize your flexibility.

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Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. These programs enhance a person’s work rather than replace them.

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Beyond Philosophy

AUGUST 17, 2023

Time Well Spent Pine developed the Time Progression with his collaboration partner and colleague Dave Norton, founder of Stone Mantel and Insights Consultancy. Pine picked up this idea from a speaker at a conference where Pine was also giving a presentation. Instead of providing a better experience, it’s worse and less personal.

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Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. As a customer experience consultant, I think this is good. I tell them in blogs, in the books I write, and in the webinars we offer. Stories help people connect a concept to a real-life experience.

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Beyond Philosophy

DECEMBER 28, 2020

A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Now, I adapt my presentations based on where I am speaking. This exercise is one of the first things we do when consulting an organization.

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Beyond Philosophy

MARCH 10, 2015

Apologize in person. It means more when you are physically present. By being honest about how you feel about the mistake, you create a personal relationship that contributes to the Customer’s feelings of being important and “cared for.” Most people can forgive a person for making a mistake. Explain what happened.

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Beyond Philosophy

JUNE 17, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. I had a terrible presentation to a C-suite for a retail client once. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Beyond Philosophy

SEPTEMBER 15, 2015

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. If a person is cognitively depleted (Read: tired), then they are far more likely not to participate and look for an easier path of resistance (read: your competition’s experience). Quite a lot, it turns out.

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Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

MARCH 7, 2019

I went to a presentation about the results of our research concerning customer satisfaction with some of our key products and services. I was taken by the fact the person presenting was presenting it as if to say, “I don’t know why I bother in presenting this to you.” I stopped her and asked her why.

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Beyond Philosophy

JANUARY 28, 2019

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. Your customers have different motivators depending on the variables that apply to their lives and personalities.

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Beyond Philosophy

SEPTEMBER 6, 2019

Now imagine a person gets a ladder, climbs up above the forest canopy, and looks around. Most of the clients we begin working with in our global Customer Experience consultancy need some help developing strategy. You are thinking about how to feed and hydrate your team. Those are tactics that you are managing. .

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ClientSuccess

FEBRUARY 14, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Gregg Frohman , Director of Consulting. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why?

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Beyond Philosophy

AUGUST 25, 2022

Also, the proactive experience indicates that you offer a personal experience for them, making customers feel important and appreciated. Change is something most people avoid because of the challenges it presents. Triant’s passion for using these tools to affect personal experiences drives his efforts at Ujet.

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Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. However, in China, the ideas I present in that book from almost 15 years ago, are all new. If you enjoyed this post, you might be interested in the following blogs: Industry Secrets Leaked: Predicting Customer Behavior.

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Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

SEPTEMBER 24, 2020

Professor Hamilton explained that science is a rigorous identification and measurement of phenomena, leading to understanding it systematically and then presenting it with a causal link or a theory. appeared first on CX Consulting. The world has changed drastically in the last seven months, let alone seven years!”

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Entertainment Consulting Consulting Finance 348

Beyond Philosophy

NOVEMBER 10, 2015

Harvard Business Review’s blog published a post comparing the effects of our global connectivity to the delayed gratification marshmallow test from the ’60s. In that famous test, researchers presented a marshmallow to kids and asked them to wait 15 minutes to eat it. However, motivation is a fragile thing at times.

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Beyond Philosophy

MARCH 28, 2016

Mistake #2: Ignoring how your present experience makes Customers feel. It is essential to convert employees to invest personally in your brand promise and give them proper training on how to live up to it. If you enjoyed this post, you might be interested in the following blogs: Are You Making Excuses for a Bad Experience.

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Beyond Philosophy

JULY 14, 2022

Here’s a great example of this type of humor from Studio C featuring Scott Sterling’s face : A lot of sarcasm, especially barbed sarcasm where the other person doesn’t pick up on it, would be an example of humor inspired by the Superiority Theory. Humor is universal, but what makes people laugh is not.

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Beyond Philosophy

SEPTEMBER 2, 2021

The behavioral sciences present us with a couple of different theoretical approaches that can help us figure out what could be going on here. You could tell the person about what they will gain (e.g., Alternatively, you could tell the person all the things they will lose (e.g., You want people to do something after they read it.

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