Beyond Philosophy

MAY 31, 2019

Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. You can remember things as being better or worse than they are.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. I knew these customers would leave my client when the competition had a good enough offer. After all, don’t loyal customers bring you repeat business?

Airlines 221

Airlines Metrics Management Technology 221

CX Accelerator

APRIL 1, 2022

I can remember it well. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look.

Government 266

Government Contact Center Personalization Customer Service 266

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

Personalization 195

Personalization Advertising Technology Marketing 195

JivoChat

JULY 5, 2023

If you are a LinkedIn user and want to discover how to change LinkedIn URL, we have good news for you: it just takes a few clicks. To make it easier for people to find you and look professional, it’s pertinent to customize the URL with your name. Check out how to do that. A customized URL gives you credibility.

Accountability 75

Accountability Technology 75

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

Beyond Philosophy

APRIL 4, 2019

Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast. We also explained how the two concepts are crucial to creating brand and customer loyalty. Customer Experience delivers against that promise. What does that mean?

Call Center 326

Call Center Consulting Consulting Benchmark 326

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. Moreover, 200 million of them are up for sale by a hacker named “Peace.” When it comes to Customer Experience, how we feel is a critical part of it.

Accountability 419

Accountability Big data Sales Consulting 419

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

JULY 24, 2019

Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Facebook is not what it used to be – or at least my perception of what it was. I count myself among them. .

Customer centricity 348

Customer centricity Government Morale Advertising 348

Beyond Philosophy

SEPTEMBER 12, 2016

Except for rare exceptions (politicians, criminals, celebrities learning too late that Twitter and Booze don’t mix), not at all. Our second imperative of the seven is: Imperative 2: Embrace the all-encompassing nature of customers’ irrationality 
. Daniel Kahneman’s book Thinking Fast and Slow talks about how our brain works.

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

JANUARY 20, 2020

The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. . In our global Customer Experience consultancy, we have encountered clients that use escalating commitment as a sales technique. Consider volunteering.

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

AUGUST 1, 2019

When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. You can evaluate them to determine how they feel.

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

APRIL 16, 2021

I am sharing the five rules for dealing with company politics that I learned over my career. These rules for managing company politics are here because no one ever officially tells you how to deal with them. Understand how to play chess. Understand how to play chess. Focus on the customer. Don’t be naïve.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

DECEMBER 29, 2022

As 2022 draws to a close, I like to reflect on the year and what I have learned. However, we learn to deal with something new. I named it that because having a philosophy is important. I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things were.

Consulting 195

Consulting Consulting Customer Experience 195

SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience.

Customer Experience 85

Customer Experience Customer Service Virtual Agent Self service 85

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

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. It is a difficult question.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. That would leave one group with a customer-centric mindset and the rest without one. NICE Systems, Inc., and Fred Reichheld. NICE Systems, Inc.,

Finance 195

Finance Customer centricity Accountability Technical Support 195

Beyond Philosophy

OCTOBER 25, 2017

As customers, each of us is under the influence all the time. Dr. Milliman wondered how music affected our behavior. 72-74 beats per minute), and no music to see how it affected shopper’s behavior. It turns out that when the research team asked shoppers if they remember hearing music, most of the shoppers didn’t remember it.

Consulting 313

Consulting Consulting Customer Experience Marketing 313

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. I’m guessing that’s a big ‘yes.’

Feedback 157

Feedback Analytics Multichannel Surveys 157

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Are you ready for AI? Some firms are. It didn’t.

Self service 221

Self service Analytics Personalization Consulting 221

Beyond Philosophy

MAY 29, 2017

Let’s take a closer look at how these two heuristics are affected by product recalls. It describes the amount of importance we assign to an incident and how likely we think the same event is to recur based on our ability to remember it. However, we misjudge how accurate predictions based on this heuristic will be.

Consulting 333

Consulting Consulting Customer Experience 333

Beyond Philosophy

JANUARY 11, 2017

I have a driver to chauffer me about and I don’t have to learn my way around a strange city! For example, I’ve written about reports that Payless Car Rental imposes draconian refueling policies and charges customers for insurance that they declined. Over the past several months, I’ve become a fan of Uber and Lyft.

Journey mapping 305

Journey mapping Consulting Consulting Customer Experience 305

Fonolo

MAY 23, 2023

Customer service is all about meeting and exceeding customer expectations. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? Customers want to feel seen. The solutions are all based on a customer’s specific preferences, behaviors, and needs.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

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. Now, how do I implement that in my day-to-day operations?” So, I named my company Beyond Philosophy. What is the Customer Experience you want to deliver for your organization?

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

Beyond Philosophy

JANUARY 23, 2019

I recently met with my financial advisor and learned my portfolio was riskier than my wife’s. When we talk about risk aversion, we’re talking about how people like sure bets with smaller gains over risks of losing something that could yield more substantial benefits. My good lady wife is more risk-averse than me, it seems.

Benchmark 281

Benchmark Marketing Technology Personalization 281

Beyond Philosophy

FEBRUARY 2, 2015

When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. In one study, researchers discovered singing aids in learning a foreign language. Apple and Coke have chosen good songs to create the memory with their Customers. Source: psychcentral.com.).

Marketing 416

Marketing Customer emotions Consulting Consulting 416

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. In a recent podcast , I gave my ten-step plan for how to create your award-winning consultancy.

Consulting 207

Consulting Consulting Benchmark Customer Experience 207

CCNG

OCTOBER 6, 2020

Strategy #2: Identify communication preferences and optimal energy times Navigating the virtual leadership landscape can be tricky, but leaders can learn how to do it. While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account.

CCNG 195

CCNG outsourcing Surveys Coaching 195

ClientSuccess

MARCH 8, 2023

Not just their name – show an understanding and compassion for their specific issue or request. This will make the customer feel valued and show that you take their concerns seriously. Get straight to the point and tell the customer what you do to address their issue.

Personalization 79

Personalization Feedback Marketing Sales 79

Beyond Philosophy

JANUARY 15, 2018

Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” They developed what their idea into Prospect theory, which is foundational to many other ideas associated with how we make decisions. How hot is this water?

Customer Experience 363

Customer Experience Consulting Consulting Sales 363

SmartAction

JUNE 27, 2023

In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents. Embrace automation for contact center success in 2023! No worries!

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. You can’t compare customers to kids! First of all, we’re all customers. We’ve all seen it.

Inbound sales 66

Inbound sales Marketing Personalization Customer Service 66

ProProfs Blog

FEBRUARY 28, 2020

This is what brand awareness does, it not only affects the decisions of the customers, but it also creeps into the lifestyle. . The result is a distorted image of how the customer perceives the brand. . Brand awareness is about how much your customers know about you and your offerings. The solution? Brand Identity.

Surveys 143

Surveys Metrics Marketing B2B 143

aircall

MARCH 15, 2022

Remember how you felt the last time a new colleague remembered your partner’s name or paid for your coffee? How about when someone complimented a presentation you gave or the last time your manager gave you a company-wide shoutout on your performance? We know the impact redefining customer satisfaction can have.

Sales 62

Sales Customer centricity Customer Experience Technology 62