Beyond Philosophy

JUNE 15, 2018

Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. Money order? (The

Airlines 360

Airlines Accountability Consulting Consulting 360

Beyond Philosophy

JANUARY 23, 2019

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. Let’s take a closer look at each. #1:

Management 361

Management Consulting Consulting Accountability 361

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. If you do, you are in the minority.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

Beyond Philosophy

SEPTEMBER 28, 2016

How we feel affects how we behave. Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. They did say this to users on Thursday: Feeling Vulnerable in a Customer Experience. People need to feel safe doing business with you.

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

OCTOBER 4, 2018

These times affect how we behave, and that can have repercussions for your Customer Experience. I carry over this self-management strategy to my behavior as a customer. Your customers are like this, too. Hear the rest of the conversation on “ How Does Time of Day Affect How Much We Sell?”

Government 353

Government CRM Personalization Customer Experience 353

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere.

Accountability 195

Accountability Call Center Education Consulting 195

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior.

Government 435

Government Consulting Consulting Customer Experience 435

Beyond Philosophy

FEBRUARY 23, 2023

Flower asks, “How can I increase prices and not lose customers?” I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much because if we do, we’re going to lose customers. Better yet?

Education 195

Education Management 195

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. Most Journey Maps I see are more like the customer process.

Journey mapping 195

Journey mapping Consulting Consulting Personalization 195

Beyond Philosophy

NOVEMBER 23, 2023

This regret got me thinking about all the ways it affects an experience. Moreover, it made it clear that even though it seems counterintuitive, given the example of my regretting a purchase, regret is a powerful tool in your marketing toolbox. Regret isn’t an emotion only for disappointed new customers. Not so much.

Feedback 195

Feedback Marketing Sales Personalization 195

Beyond Philosophy

JANUARY 15, 2018

They developed what their idea into Prospect theory, which is foundational to many other ideas associated with how we make decisions. Your decisions about things are highly influenced by where you started, a.k.a. your Reference Point. How hot is this water? How soft is this bed? How good is this price?

Customer Experience 363

Customer Experience Consulting Consulting Sales 363

Beyond Philosophy

OCTOBER 20, 2022

This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev ( @ZhechoDobrev ), author of The Big Miss: How Organizations Overlook the Value of Emotions. We talked with him before on our podcast a month ago about how emotions drive customer behavior.

Banking 195

Banking Contact Center Coaching Self service 195

Beyond Philosophy

JUNE 25, 2021

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. Moreover, you should understand the culture where your customers live.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. You can find her on LinkedIn. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Luckily, social media can work in your favor.

Chatbots 53

Chatbots Finance Marketing Surveys 53

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately. Communicate Often and Clearly.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

Beyond Philosophy

JUNE 22, 2016

The vote referred to as the ‘Brexit’ gives us another excellent example of how emotions affect people’s behavior. Over the next twenty years, Kahneman and Tversky went on to demonstrate how these concepts played out in economic behavior. Understanding these concepts is essential for business today.

Customer centricity 282

Customer centricity Consulting Consulting Customer Experience 282

Beyond Philosophy

JANUARY 26, 2023

A few years ago, we went over some of the essential questions for your clients. The idea is to get people thinking about things they had never considered before and help them reframe their experience through the lens of the customer rather than operations. #1 Yet, interestingly enough, individuals can answer the question.

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

Beyond Philosophy

MAY 26, 2022

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. Understanding customers’ self-perceptions is essential for successful targeted customer strategy.

Personalization 195

Personalization Marketing Consulting Consulting 195

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. To that end, here are three things all great CX companies do that you need to emulate in your Customer Experience. #

Employee engagement 370

Employee engagement Analytics Banking Customer Experience 370

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. The Top 10 Companies As you can see, Amazon sits at the top. According to the global leaders, that’s because: They deliver excellence customer service. In my experience, banks don’t ever put the customer first.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

APRIL 9, 2020

However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Harvard Business Review published Lieberman and her partner Kristen Duke’s research in an article, “ Why We’re Incentivized by Discounts and Surcharges ” in February of this year.

Consulting 435

Consulting Consulting Finance Accountability 435

OctopusTech

JANUARY 24, 2024

In the busy world of 2024, virtual assistants play a bigger role than before, appearing in a wide range of industries, including healthcare and real estate. As companies depend more and more on these virtual assistants to help with operations, it’s important to know what virtual assistants are, how they work, and how much they charge.

Real estate 62

Real estate Healthcare Scripts Technology 62

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

CSM Magazine

APRIL 11, 2024

Knowing how to navigate the complexities of deals and counteroffers can make all the difference in securing a successful outcome. As you delve into the nuances of negotiation tactics, uncovering the subtle yet impactful techniques that can give you an edge in the competitive real estate arena is essential.

Real estate 52

Real estate Transportation Marketing Engineering 52

Beyond Philosophy

SEPTEMBER 26, 2019

My answer is it depends on how bad it is. Wharton professor Jonah Berger wrote a book based on his research called Contagious, which is about how ideas spread. Berger’s research team looked at The New York Times positive and negative reviews of books and how those review affected sales. In other words, what is your goal?

Entertainment 276

Entertainment Sales Consulting Consulting 276

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. Companies of all sizes can benefit from workforce planning that puts exactly the right resources in place at the right time, doing the right things to deliver on an excellent customer experience.

Contact Center 118

Contact Center contact center workforce Service level Coaching 118

CallSource Insights

NOVEMBER 29, 2022

Quick Summary: While it may not generate revenue directly, your company’s reputation is the foundation for all of your local word-of-mouth marketing efforts. In this article are a few reasons why your company’s reputation matters now more than ever. You can also check out our reputation management tools for businesses here.

Benchmark 97

Benchmark Automotive Feedback Sales 97

ShepHyken

FEBRUARY 6, 2017

Each week I read a number of customer service articles from various online resources. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. My Comment: Customer advocacy is powerful. How to Build Trust with Internal Customers by Elaine Fogel.

Customer advocacy 211

Customer advocacy Brand ambassadors Customer Service Best practices 211

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. There is a process, and today we will look at when and how you should sack a customer. . Robert, who works in software development, has a pickle from time to time with annoying customers. How should companies decide when and who should make the final decision?

Accountability 195

Accountability Consulting Consulting Sales 195

VirtualPBX

AUGUST 5, 2021

Text messaging services allow savvy businesses to streamline customer correspondence, increasing sales and customer satisfaction. Today’s VirtualPBX 5 blog will show you five simple and effective text message service strategies that the pros use to capture more business. Sales Promotions.

APIs 98

APIs CRM Sales Feedback 98

Blueship Call Center

OCTOBER 9, 2023

As one of the primary factors in determining a company’s success, providing excellent customer service must be continuously improved. Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Nicereply

FEBRUARY 8, 2023

Most customer service communication happens over the phone. Customers are coming to you confused and needing information or even breathing fire on the other end of the call. So how can you make customers happy through the phone call , no matter what they’re calling for?

Wait times 105

Wait times Customer Service Personalization Management 105

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. Poor customer support not only affects satisfaction but can also harm the reputation of financial organizations.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Beyond Philosophy

JULY 11, 2019

It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . Usually, you and your friends would try to think of what restaurants you remember that are close to where you are.

Consulting 297

Consulting Consulting Benchmark Advertising 297

Spearline

JULY 22, 2021

Poor audio quality can impact customer service. Like many businesses, you may depend on international inbound telephone services for your contact center or on outbound calling to drive new sales. ’ Excellent customer experience Nobody likes a lousy phone call. Trust is a two-way thing.

Telecommunications 98

Telecommunications Banking Contact Center Customer Experience 98