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.

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Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

DECEMBER 7, 2016

Hiring well and presenting a comprehensive orientation are two critical parts of starting off with a great employee experience. In our Customer Experience Consultancy, we emphasize taking an outside-in approach to your systems, to see how they make you feel as a customer. Good relationship with senior management.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

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.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

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. My colleague was watching a presentation and noticed people were commenting on the presentation. appeared first on CX Consulting.

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Consulting Consulting Personalization Management 195

Beyond Philosophy

JULY 11, 2016

The digital transformation of your present Customer Experience is long overdue. In our Customer Experience Consultancy, we see a few common errors made by organizations as it pertains to their digital transformation. We see this all the time as Customer Experience Consultants. In case you missed it, the world has gone online!

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

TechSee

JUNE 16, 2022

As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. As a consultant, he guides clients who want to develop customer-focused cultures. Follow on LinkedIn.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

JANUARY 20, 2020

In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. For example, a manufacturer of premium pet food used the following to find out if a pet-owner was their target: Do you buy a present for your pet on their birthday? Escalating Commitment into a Sale.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

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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Customer centricity Customer emotions Customer retention Consulting 322

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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Marketing Entertainment Consulting Consulting 405

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. The tone with which you present your choices and how you present them can work with reinforcement and habit, particularly when you need to change customer behavior. Why is this fact so important to remember?

Analytics 278

Analytics Consulting Consulting Customer emotions 278

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

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. As Customer Experience Consultants in 2016, we are delving into what causes a person to feel emotions these days.

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Personalization Consulting Consulting Customer emotions 419

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. It is not just fringe Internet groups that do this, however.

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Consulting Consulting Customer Experience Management 390

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad says this slant toward the positive is because people have self-presentational concerns where they want to seem more positive than negative. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

NOVEMBER 11, 2021

Hence the five rules I present today. Years ago, my global Customer Experience consultancy did work with a ferry company in the UK. Consider how much money you would have to pay a consultant to discover the various missteps your customers experience with you. (Complaining is something I have been doing a bit more these days.)

Consulting 383

Consulting Consulting Call Center Metrics 383

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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Entertainment Coaching Consulting Consulting 313

Beyond Philosophy

JULY 16, 2019

Choice Architecture is nudging people in one particular direction by the way you arrange or present the options. Critics of the ballot’s wording suggest that the binary choice was misleading and the vote might have been different if they presented the options about Brexit differently. Neither would I, but I do at the movies.

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Journey mapping Consulting Consulting Banking 316

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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Consulting Consulting Customer centricity Customer Experience 243

Beyond Philosophy

NOVEMBER 26, 2018

it says, before presenting me with four pages of breakfast fare, then another six that seem to span the globe. In our customer experience consultancy I see many companies that mistakenly think that more choices make customers happier. My local diner has a menu that looks like a spiral-bound book. Breakfast served all day!”

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Consulting Consulting Customer centricity Sales 274

Beyond Philosophy

DECEMBER 30, 2021

However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. Twenty years ago, at this time of the year, I started my global Customer Experience consultancy, Beyond Philosophy, and published my first book on the subject, Building Great Customer Experiences (Palgrave Macmillan, 2002).

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Personalization Consulting Consulting Quality management 195

Beyond Philosophy

FEBRUARY 10, 2022

An organization would be remiss in presenting the latest insights without consulting previous findings alongside them. . The post Why Your Measurement is Killing Your Customer Experience And What to Do About it appeared first on CX Consulting. You have accumulated knowledge from before. Subscribe today right here.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Beyond Philosophy

SEPTEMBER 12, 2016

As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time. But then, when that same person smells a delicious and unhealthy churro, they ignore the salads Disneyland presents and buy the churro because “I’m on vacation, and I deserve a treat”. Destroying Brand Experience, One at a Time.

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Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

MARCH 27, 2017

Last month, a former Uber engineer published a blog post saying discrimination and sexual harassment was largely ignored by Uber management and human resources personnel. The recent controversies present a very bleak picture of Uber’s values. If you enjoyed this blog, you might also like: Cheap Airlines: Low Prices! Bewildered?

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Airlines Consulting Consulting Engineering 337

Beyond Philosophy

MARCH 12, 2015

I am sure that you raised your hand a few times during this presentation. In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind.

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Customer emotions Journey mapping Customer centricity Customer retention 417

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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Consulting Consulting Best practices SaaS 50

Beyond Philosophy

JANUARY 5, 2021

The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us. It’s surprising what we can accomplish when the opportunity presents itself. Crises also present an opportunity to learn, grow, and develop yourself personally. Human resilience is incredible.

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Consulting Consulting Government Coaching 221

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. It is not just fringe Internet groups that do this, however.

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Consulting Consulting Customer Experience Management 300

Beyond Philosophy

JULY 13, 2016

As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience. Research shows that the emotions generated by these actions in a customer interaction are the same ones present when a person feels loved. By breaking it down into smaller parts.

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

JULY 9, 2020

It presents an opportunity to use what we call a Golden Question. Second, you can examine how to customize your present experience to serve their needs and concerns and maximize your flexibility. The post What A Face Mask Can Do for Customer Segmentation appeared first on CX Consulting.

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Consulting Consulting Marketing Personalization 406

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. In the early days of our global Customer Experience consultancy, we worked with a water company in the UK, which is highly regulated but has a monopoly in their area.

Customer centricity 195

Customer centricity Education Consulting Consulting 195

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. Rocks and I will be presenting more information from Satmetrix’s 15th Annual Net Promoter Study in the upcoming webinar: “ 15 Years of Tracking Net Promoter: What Have We Learned? ” Quite a lot, it turns out.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

SEPTEMBER 9, 2014

When causation is present, it has a direct relationship to the data. So yes, there is a correlation between the pregnancy rates in the seaside town and the amount of seagulls that are present. Blogs Customer Analysis Customer Experience' It can be useful to use correlations to look for the dependency between two sets of data.

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Consulting Consulting Customer Experience 403

Beyond Philosophy

OCTOBER 20, 2015

Start by explaining how feelings influence how a Customer behaves, follow up with an example of how your present experience creates these feelings, then propose a way to change those parts of your experience to be better. Secondly, understand how your experience evokes emotions at present. Apple Show the Way to Success.

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Consulting Consulting Customer Experience Customer retention 399

Beyond Philosophy

SEPTEMBER 11, 2014

In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. Blogs Employee Experience'

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Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

JUNE 1, 2018

Many tools exist from market research experts that can help you determine how customers tackle the decisions you present. If you sell insurance, present yourself for a new policy. This is also an example of a “ halo effect ,” but that’s a different blog.) What I mean by this is to walk the experience as if you are a customer.

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Surveys Engineering Consulting Consulting 305

Beyond Philosophy

DECEMBER 19, 2017

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. There’s no better time than the present, either.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

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. ” Pine thinks people should value the time they spend with you.

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Customer centricity Self service Consulting Consulting 195