Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. How is this applicable to Customer Experience? Well, Loss Aversion is applicable to Customer Experience as well. I won’t even get into why they Scottish chose not to go.

Customer Experience 351

Customer Experience Banking Customer emotions Employee engagement 351

Beyond Philosophy

JANUARY 12, 2015

Even when looking at product and service features that appear strictly rational, there is an emotional underpinning. In other words, emotions are driving these importance and performance ratings; and their impact on customer experience perception needs to be understood. have an emotional base that must be considered.

Customer Experience 305

Customer Experience Customer emotions Customer centricity Analytics 305

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Beyond Philosophy

NOVEMBER 6, 2014

Naïve companies are the least customer-focused and Natural companies are the most customer-focused. Creating a Deliberate Customer Experience in Your Strategy. Everyone should have a Customer Experience strategy. You are evoking emotions in your Customers right now.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

Beyond Philosophy

NOVEMBER 19, 2014

It is essential that you connect your Customer Experience to these ads, and sustain this emotional experience for Customers. Sainsbury’s Christmas ad is an excellent example of using emotions to create a connection and brand promise with Customers, an essential first step to an excellent Customer Experience.

Customer emotions 313

Customer emotions Customer centricity Consulting Consulting 313

Beyond Philosophy

MARCH 5, 2015

So three things that are going better in the Airline industry before. If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience. The Airline Industry: WestJet, Virgin and Delta Create Joyful Experiences. Should 4% of Customers Dictate Strategy?

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. However, they also provide an excellent Employee Experience. Remember the Nordstrom Way.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

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.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. Hiring Customer Ready Employees. Remember no one likes a smart arse!

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. Disappointment is an emotion caused by the nonfulfillment of your hopes or expectations.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

NOVEMBER 7, 2016

Happy memories are essential to your Customer Experience. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level, co-author Professor Ryan Hamilton of Emory University and I talk about the importance of memories for your Customer Experience.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

JANUARY 26, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. If you enjoyed this post, you might be interested in the following blogs: The Draining of Target’s Emotional Bank Account.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. 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.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. The Consequence of Choice.

Consulting 304

Consulting Consulting Customer emotions Morale 304

Beyond Philosophy

NOVEMBER 4, 2014

Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. It is a paradox to be sure, and one commonly referred to as the Paradox of choice. The Paralysis of Too Much Choice. < [link].

Customer emotions 283

Customer emotions Customer centricity Consulting Consulting 283

JustCall

MARCH 14, 2023

The various touchpoints along the consumer journey can make or break the experience. The task of improving the customer experience need not be difficult. In this blog, we’ll look at doable techniques and recommendations to improve customer experience in this article. But fear not!

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

Beyond Philosophy

SEPTEMBER 27, 2017

Telecoms Put Cost-Savings Ahead of Customers. I used to work for a large telecoms company and my impression of the industry at the time was that it was inward-looking, focused always on internal politics, cutting costs and earning more profits. Providing customers with a better experience was not on the company’s radar.

Wireless 292

Wireless Telecommunications Customer centricity Customer emotions 292

Beyond Philosophy

OCTOBER 14, 2014

With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.

Customer retention 255

Customer retention Customer emotions Customer centricity Consulting 255

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. I’d be interested to hear your insight in the comments below.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

AUGUST 10, 2016

It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Much of this value derives from how your Customer Experience makes them feel. Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

MAY 25, 2016

Employee Engagement and Customer Experience Are Linked. Employee engagement is crucial to Customer Experience. After all, if your employees don’t feel happy and pleased with their job and the mission of your organization, then how can they make customers feel happy and pleased with their experience?

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. China is still in the early stages of Customer Experience discovery.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

AUGUST 31, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

JULY 11, 2016

If you haven’t gone online with your Customer Experience, too, it’s time. The digital transformation of your present Customer Experience is long overdue. Consider this graph of which devices customers use at home: Nearly everyone has a computer or smartphone, and close to three quarters have a tablet.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them. Speech and text analytics.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

Beyond Philosophy

AUGUST 3, 2016

However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones. Pain points refer to those moments in an experience with an organization that hassle, frustrate, disappoint, or perplex you. How to Measure Customer Emotions.

Complaint resolution 271

Complaint resolution Consulting Consulting Customer emotions 271

Beyond Philosophy

NOVEMBER 3, 2014

If the success and dollar in the UK are any indications, home delivery of goods, groceries or otherwise, could be an enhancement to the Customer Experience in the US. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Marketing 220

Marketing Transportation Customer emotions Customer centricity 220

Beyond Philosophy

OCTOBER 21, 2014

It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is. What Your People Need to be More Customer Focused.

Customer centricity 230

Customer centricity Customer emotions Customer retention Customer Experience 230

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. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. The ‘destroying cluster’ lurks at the low end of customer emotions.

Consulting 297

Consulting Consulting Customer emotions Customer Experience 297

Beyond Philosophy

SEPTEMBER 7, 2016

Quite frankly, this move is much bigger news for their Customer Experience than the release of the iPhone 7. The Core of Apple Retail Experience Challenges. Apple is responding to the sentiment that the stores aren’t delivering the same experience they were in the past. How to Measure Customer Emotions.

Customer emotions 0

Customer emotions Consulting Consulting Sales 0

Beyond Philosophy

AUGUST 29, 2016

By now, it’s clear to many of you that your Customer Experience is an excellent competitive differentiator for your organization. However, if you only consider the aspects of your experience that appeal to people at a logical level only, you are not taking full advantage of what we know about customers and what influences them.

Analytics 278

Analytics Consulting Consulting Customer emotions 278