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. Step Five: Consult to the Finish Line!

Consulting 62

Consulting Consulting Sales Analytics 62

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

SaaS 52

SaaS Upselling Education Customer retention 52

Cisco - Contact Center

MAY 12, 2023

This blog explores the operational and financial impact of Cisco Vulnerability Management from a Forrester TEI study conducted by Forrester Consulting and commissioned by Cisco. Oh, the torture of n… Read more on Cisco Blogs

Management 98

Management Consulting Consulting 98

Beyond Philosophy

NOVEMBER 26, 2018

In our customer experience consultancy I see many companies that mistakenly think that more choices make customers happier. The seminal study on this was conducted in 1995, using a display of jam jars in a grocery store. It seems silly, but as consumers we face an overabundance of choices in every area of our lives. Jam Jars and Sales.

Consulting 274

Consulting Consulting Customer centricity Sales 274

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

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. The post Zero Cost!

Customer Experience 444

Customer Experience Wait times Consulting Consulting 444

Beyond Philosophy

FEBRUARY 2, 2015

Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones. Several studies have revealed music has a link with our memory. In one study, researchers discovered singing aids in learning a foreign language.

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

OCTOBER 9, 2015

Frost and Sullivan, the growth consulting firm, predicted that by the year 2025, global traffic would be measured in 100 Zettabytes. In their Big Data roundup this past June, Cloud Tech’s blog showed the results of a study. If you enjoyed this post, you might be interested in the following blogs: The Big Hole in Big Data.

Big data 410

Big data Consulting Consulting Morale 410

Beyond Philosophy

SEPTEMBER 12, 2016

As Customer Experience Consultants, we see this rationalizing of irrational behavior all the time. Study after study has proven it. If you enjoyed this post, you might be interested in the following blogs: 3 Ways Customers’ Minds Play Tricks on Them. What people do is much different than what people say they will do.

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

JULY 18, 2020

Ghosh studies AI and its overlap with behavioral economics. Attitudinal Data refers to how customers talk about products on blogs and social media. This AI helps companies learn how people react to their product or brand from studying customers’ micro-expressions or from picture data analysis. Key Takeaways.

Customer emotions 286

Customer emotions Education Consulting Consulting 286

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

JANUARY 23, 2015

Several studies conclude that positive reinforcement is the best way to encourage better behavior. Two new studies examine these concepts more and give us better insight into why this works well. Study #1: Punitive Consequences Encourage Deception. Study #2: Rewards Work Better Than Fines.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Beyond Philosophy

DECEMBER 22, 2015

When we look at the tactics, or types, of content marketers are applying, studies are showing that social media has become the most popular, knocking articles out of the leadership position. There’s social media, of course, in the form of micro-blogs and blogs, but also community involvement, articles, and product and service ratings.

Marketing 231

Marketing Engineering Consulting Consulting 231

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. And based on the study from Dartmouth, you know those emotional responses will be the same with your Customers. We’d like to think we buy rationally, but we don’t.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

OCTOBER 12, 2016

And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome. As Customer Experience Consultants in 2016, we are delving into what causes a person to feel emotions these days.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Beyond Philosophy

FEBRUARY 3, 2016

A new study from Lund University reveals that our brains forget things on purpose. To read more of the actual study, click here. Customers do the same thing as the participants in the Swedish study. If you enjoyed this post, you might be interested in the following blogs: 3 Common Ways Customers Make Decisions.

Consulting 272

Consulting Consulting Call Center Accountability 272

Beyond Philosophy

NOVEMBER 12, 2015

If you read my rude title, you will be disappointed to discover that I don’t think you are pathetic, but a new scientific study proves being rude to someone is contagious. The study by researchers at the University of Florida showed that during a negotiation exercise when one of the participants was rude, it offended their partner.

Consulting 367

Consulting Consulting Employee engagement Customer Experience 367

Beyond Philosophy

OCTOBER 23, 2017

That gave me a chuckle, because Thaler is a pioneer in studying the role that irrational human nature plays in economic decisions. His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. million prize “as irrationally as possible.”.

Marketing 325

Marketing Consulting Consulting Government 325

Beyond Philosophy

AUGUST 21, 2020

The second key takeaway from this study is that the reviews written on phones were more persuasive. For example, in one study, she asked participants to admit to and describe an embarrassing product purchase they made, and they did—on their phones. Then, researchers asked the participants how compelling the reviews were.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

MARCH 19, 2020

Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). You All Want Growth.

Consulting 479

Consulting Consulting Marketing Customer Experience 479

Beyond Philosophy

APRIL 9, 2021

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. However, this isn’t a surprise. Sources: Ro, Christine.

Management 391

Management Accountability Consulting Consulting 391

Beyond Philosophy

OCTOBER 10, 2016

As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. Several studies have shown this to be the case. If you enjoyed this post, you might be interested in the following blogs: It’s the Little Things: Adding Value Without Lowering Prices.

Consulting 419

Consulting Consulting Banking Customer Experience 419

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. We launched our first Customer Success Leadership Study to help shed light on the current state of Customer Success and its influence within SaaS organization.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Toister Performance Solutions

DECEMBER 10, 2020

Two prominent consumer studies show that customers perceive that service is getting worse. The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). Image source: Customer Care Measurement and Consulting. Your average has to be consistent. There is some hope.

Customer Service 141

Customer Service Surveys Consulting Consulting 141

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

MARCH 9, 2018

Previous studies have shown that men are more likely to feel their masculinity is threatened if they engage in feminine behaviors. You might also like these blogs: Customers Are Irrational – Deal With It! Don’t Mess With Masculinity. Share your thoughts in the comments box below. Why Customers Make Strange Decisions.

Transportation 445

Transportation Consulting Consulting Marketing 445

Nicereply

MARCH 23, 2021

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. You can follow his writing on the HelpScout Blog.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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. A study from the Journal of Marketing in 1982 explains the relationship between background music and customer behavior. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 293

Consulting Consulting Customer Experience Call Center 293

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

SEPTEMBER 11, 2019

When I was studying other brands and models, that was my rational system at work. If you enjoyed this blog, you might also like these: Memory Cues–Excellent CX Is Useless if No One Remembers It. The intuitive system makes easy, automatic decisions. The rational system is slower and takes much more energy.

Customer Experience 371

Customer Experience Consulting Consulting Sales 371

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.

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. If you enjoyed this post, you might be interested in the following blogs: Virgin Shows Links Between Employee Experience and Customer Experience. Improving Your CX One Employee at a Time.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

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. If you enjoyed this blog, you might also like these: 8 Key Stats to Prove Customer Experience Delivers ROI. Whew, you think. To listen in , please click here. How to Measure Customer Emotions.

Customer centricity 303

Customer centricity Consulting Consulting Scripts 303

Beyond Philosophy

JUNE 1, 2018

My colleague Professor Ryan Hamilton of Emory University explained it with an example from a study about substitution heuristics and rain ponchos (hence, my question at the open). So, respondents in the study substituted a different question they could answer, e.g., “How tall am I?” Please share it with us in the comments below.

Surveys 305

Surveys Engineering Consulting Consulting 305

Beyond Philosophy

JUNE 25, 2020

Years ago, at Stanford, researchers did a study about recalling information at the proper time. Midway, the research team brought the participants in as two groups for a different study. This study reveals an essential concept of advertising. The research team had students write down everything they ate for a couple of weeks.

Management 472

Management Entertainment Consulting Consulting 472

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. Hedgecock and the team decided to do a study to determine if people’s emotions could predict their food consumption. They called it “The Creepy Project.”

Technology 296

Technology Entertainment Consulting Consulting 296