Blog Consulting Personalization Workshop 
Beyond Philosophy
MAY 4, 2023
Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.
Beyond Philosophy
JANUARY 8, 2021
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. As I mentioned before, your customers have changed through their personal experiences. We hear the phrase ‘the new normal’ a lot.
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ShepHyken
FEBRUARY 10, 2017
This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. I sat next to a person of African descent who, from a young age, had been living in Sweden. I was running a customer service workshop in Australia some years ago.
ShepHyken
JANUARY 12, 2018
From clients and customers commenting on our blog. So, here is my top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer that we often use in client workshops: Following a script. When I hear a script, I wonder if the person can help me. No personalized engagement.
ShepHyken
AUGUST 12, 2016
This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Shep Hyken.
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.
Beyond Philosophy
OCTOBER 5, 2023
There was intense pressure to tip this person, but they hadn’t done anything. In the early days of Beyond Philosophy, our consultancy agreement used to break down every single element of our service with a corresponding price. It led to some tricky conversations about us defending our consultancy fees. Click here !
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