ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. By and large, the only way to ensure the personal connection customers demand is to tap into all the data that’s being generated every time they contact you.

Customer Service 230

Customer Service Contact Center Technology Big data 230

aircall

JANUARY 6, 2022

Consultative selling, also known as needs-based selling, is a sales tactic in which the seller acts primarily as an advisor, focused on helping a prospect solve one or more critical business issues. But clearly, every worthy competitor studies and respects their counterparts. This could indicate an extraverted personality.

Consulting 62

Consulting Consulting Sales Analytics 62

Beyond Philosophy

AUGUST 21, 2020

My smartphone feels a lot more personal to me than my PC. The second key takeaway from this study is that the reviews written on phones were more persuasive. In another paper, Professor Melumad’s research shows that people tend to be more self-disclosing of personal and intimate information on their phones relative to their PCs.

Transportation 448

Transportation Surveys Consulting Consulting 448

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. However, what the Forrester Consulting survey revealed is that this real-time data isn’t helping CX, at least not at the moment. What is a CX Data Platform? Use of a single data point.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

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. Study after study has proven it. It might not be the reason, but it’s the reason they give.

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

MAY 7, 2021

Before you employ behavioral science principles, which is a science that encompasses the study of customer behavior in decision-making, you must do some groundwork. I wrote a blog a while ago about things in restaurant experiences that bug me. Here is what we offered our fake restaurant client. ” dialog. knowyourcustomers.)

Customer Experience 444

Customer Experience Wait times Consulting Consulting 444

Beyond Philosophy

JANUARY 19, 2015

Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations. In this blog, we’re zeroing in on automotive word-of-mouth. Here’s some of what they lear ned in the 2014 study. Blogs Customer Research'

Automotive 358

Automotive Marketing Consulting Consulting 358

Beyond Philosophy

APRIL 9, 2021

I understand this concept from personal experience. Among other things, Dunbar studied how people and animals processed group sizes. He started off studying apes, chimps, and monkeys in their social networks. The number was around 150, which, through verification of other studies, became known as Dunbar’s number.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? So, for instance, if you see somebody cut somebody else off in traffic, you might conclude that the person is a bad driver. You might even think that “lousy driver” is a core characteristic of them as a person. .

Consulting 448

Consulting Consulting Call Center Personalization 448

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. According to Rocks, the following brands do simple to success: Boost Mobile: They have the highest NPS in the mobile service study, performing 33 points higher than Sprint, who own Boost and provides their infrastructure.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. Those question are: 1) Really?

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

OCTOBER 22, 2015

A study published in the journal PLOS Biology out of Dartmouth reveals a way to predict human emotions based on the subject’s brain activity. The Dartmouth team found an accurate activation pattern of negative emotions that estimates how negative a person will feel when they look at upsetting photos.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

DECEMBER 19, 2017

Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. 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.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Nicereply

MARCH 23, 2021

We’ve linked each person to their Twitter feed so you can follow them. For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! Customer Service Experts, Writers, Consultants, and Influencers.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Beyond Philosophy

APRIL 25, 2019

As an academic marketer and an expert in neurology, Hedgecock does psychology-based research and studies neuromarketing, or how the brain works when we make decisions. Facial expression analysis uses these landmarks to determine if the person is showing joy or sadness or anger. So, Is it Creepy? They called it “The Creepy Project.”

Technology 296

Technology Entertainment Consulting Consulting 296

Beyond Philosophy

JUNE 17, 2019

When you sheepishly admit that you do not, she studies her sheet of paper for a bit, then consults with another staff member. In some restaurants, the person who brings out the food is not even the same person who took the order! Whew, you think. A server who interrupts may be socially tone-deaf.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

Beyond Philosophy

DECEMBER 26, 2017

Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Evaluate each of the attributes based on.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Beyond Philosophy

APRIL 2, 2021

This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast. To design a better moment in sound, Faure-Field recommends thinking of your brand as a person. The study wanted to discover the effect of music tempo on revenues in a grocery store.

Consulting 293

Consulting Consulting Customer Experience Call Center 293

Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. 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

JANUARY 2, 2019

As a global Customer Experience consultant since 1998, before Customer Experience was a glint in its father’s eye, here’s what I say you need to do. Also, consider hiring outside consultants to talk to them about Customer Experience. Hire consultants to run a workshop. Send around blogs and share podcasts on Customer Experience.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Beyond Philosophy

FEBRUARY 17, 2016

Studies have shown that people sound out syllables when they read a price tag. But that seems to contradict those other studies that say a precise price appears to offer a better value. But that seems to contradict those other studies that say a precise price appears to offer a better value. Should You Use Round Pricing?

Consulting 275

Consulting Consulting Customer Experience Personalization 275

Beyond Philosophy

SEPTEMBER 10, 2015

Foresee , a Customer Experience analytics firm, examined the results of two studies that used their analytics technology last fall. Furthermore, engaged employees enjoy personal satisfaction for doing so. The first was looking at the employee experience for American workers at all levels of employment.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Instead, the Kibo report revealed that price officially shares power with personalization and fulfillment. More so every day. What do you think?

Consulting 307

Consulting Consulting Personalization Customer Experience 307

Beyond Philosophy

MAY 30, 2016

As Customer Experience Consultants, we talk about White Lab Coat moments , which describe how you make a judgment about something based on the appearance of an icon. We named this concept after the infamous Milgram study, where a man in a white lab coat encouraged people to administer electric shocks to fellow participants.

Consulting 283

Consulting Consulting Personalization Accountability 283

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. Customers don’t value your word, which as consultants, is how you effect change to drive success. Not to be that person, but you kind of had to be there. Top 10 Blog Posts and Other Noteworthy News appeared first on ChurnZero. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Beyond Philosophy

APRIL 24, 2017

Or at least that’s what a recent study about lying revealed. But over time, it just goes into the background, and we don’t pay attention to it,” said Ariely on an NPR Broadcast about the study. What we learned from the study above is that one lie alerts the brain but two, or even twenty lies don’t. Every company has one.

Consulting 317

Consulting Consulting Banking Customer Experience 317

Beyond Philosophy

JULY 20, 2021

Shortly after the BT Customer Experience program was a success, I wrote my first of seven books on Customer Experience, Building Great Customer Experiences (Palgrave Macmillan, 2002) , and started my global Customer Experience consultancy, Beyond Philosophy. For me, the answer was to strike out on my own and start my consultancy.

Consulting 370

Consulting Consulting Education Entertainment 370

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. . When I finally got through, the person at the other end greeted me with a cheery, “Oh, hello there, how are you?”. I have an example I use to explain how to know how a person feels.

Customer emotions 390

Customer emotions Consulting Consulting Call Center 390

Steve DiGioia

MAY 17, 2021

A pproach customers with a personalized warm welcome. To top it all off, people used to tell 10 people about a bad experience, but now they can post a blog or a video on YouTube and tell thousands of (or more) people. On my blog, I’ve written about the H.E.A.R.T. We’ve all been there; sometimes a person just needs to vent.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Beyond Philosophy

FEBRUARY 10, 2015

From a firm to a limp handshake, each intensity communicates pertinent conscious and subconscious clues about your personality. Body language is something we talk a lot with our clients about when we consult them on Customer Experience. The Secret of a Great Customer Experience—Apple Case Study.

Consulting 338

Consulting Consulting Customer Experience Surveys 338

Beyond Philosophy

MAY 16, 2016

Achor studied the happiness of students at Harvard for several years. One of his friends asked him why he would bother studying happiness at Harvard because, as his friend put it, “What could a Harvard student possibly have to be unhappy about?”. It’s too big a burden to place on another person and isn’t good for your relationship.

Consulting 0

Consulting Consulting Sales Personalization 0

Beyond Philosophy

FEBRUARY 15, 2017

Studies show that the best way to elicit a particular behavior is to reward it. In our customer experience consultancy, I always tell my team, “None of us is as clever as all of us.”. Accept that conflict is a natural part of any relationship, business or personal, and learn productive methods of conflict resolution.

Construction 382

Construction Consulting Consulting Education 382

Beyond Philosophy

MARCH 2, 2016

The Marchex Institute released a study that measured the speech patterns of the 50 states. To get a full copy of the Marchex Institute study, please click here to register. When we consult our clients about how to improve their Customer Experience, we always talk about the expectations of Customers.

Consulting 278

Consulting Consulting Call Center Call center experience 278

Beyond Philosophy

JANUARY 23, 2019

I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience. In our global Customer Experience consultancy, we use the Emotional Signature ® to help organizations discover what the “real reasons” are to buy their product or service. Otherwise, they are going to make up their own.

Management 361

Management Consulting Consulting Accountability 361

Beyond Philosophy

APRIL 15, 2019

In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers. When consulting employees about what you expect, Suttle says to explain why. Suttle says when your customers are winning, so are you. .

Customer Service 287

Customer Service Airlines Best practices Consulting 287

CX Accelerator

SEPTEMBER 16, 2022

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Remember that experience design is something everyone does, not just a small team or one person. Sign up for a webinar, read, study other case studies and see what you might be missing. Back to CX Accelerator Blog Matt Beran, Sr. It’s not only about you.

Consulting 208

Consulting Consulting Finance Customer Experience 208

Beyond Philosophy

SEPTEMBER 24, 2015

Studies have shown, however, this is not the case. According to the Big Think article, a recent study from the University of Toronto found that unbiased decision-making is mostly separate from a person’s IQ. When a person doesn’t believe they made a mistake or believes the mistake was not their fault, they don’t learn from it.

Consulting 377

Consulting Consulting Government Personalization 377