Beyond Philosophy

MAY 9, 2024

When it comes to customer behavior, you probably heard me say before that it is not only one thing that happens; multiple influences affect what customers do or say. A clever scientist named Herbert Simon started using the word heuristic to describe that shortcut process back in the 1950s. There are many heuristics.

Advertising 195

Advertising Customer Experience Feedback Sales 195

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken. . Shep Hyken.

Best practices 204

Best practices Customer Service SaaS Education 204

Beyond Philosophy

JANUARY 20, 2020

Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. 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. .

Advertising 447

Advertising Telemarketing Consulting Consulting 447

Beyond Philosophy

JANUARY 19, 2023

Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid. My analog PowerPoint serves two purposes: These handmade creations will hang on a museum wall with a plaque because of the tremendous amount of raw talent exposed (ahem). That was the point of no return.

Consulting 195

Consulting Consulting Finance Sales 195

CX Accelerator

JANUARY 11, 2021

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. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Blueprint for customer-centricity. , I was star-struck.".

Customer centricity 266

Customer centricity Banking Education Contact Center 266

Beyond Philosophy

MARCH 14, 2024

He named it that because of an incident in his family where they drove 50 miles each way across the desert in an unconditioned car during very hot, dusty weather from Coleman to Abilene, Texas, for dinner even though no one wanted to go. My job was to get the answers. I had plans with some friends a couple of weekends ago.

Personalization 195

Personalization Management 195

Beyond Philosophy

AUGUST 11, 2022

It turns out I am not alone in my assessment. Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. ” That was a problem I had never heard of, and that is saying something because I fly a lot.

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

APRIL 14, 2022

I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). 64% of business leaders say that customer service has a positive impact on the company’s growth . 60% say customer service improves customer retention . He says you can address these stats from each perspective. .

Contact Center 195

Contact Center Upselling Engineering Education 195

ShepHyken

APRIL 18, 2022

Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Forbes) It’s easy for retail professionals to look at global, political and economic trends and say inflation is out of control and overgeneralize shopper behavior. Tracking Customer Experience?

Customer Service 175

Customer Service Customer centricity Customer Experience Sales 175

Beyond Philosophy

OCTOBER 25, 2018

Customer-centricity Is Easy to Say and Hard to Do. Part of the reason so many organizations only say they put customers first rather than actually putting them first is that doing so is difficult. Throughout my life, I have learned that the sometimes the most difficult things to do are the things most worth doing. Staying There.

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

Beyond Philosophy

NOVEMBER 2, 2023

As the name implies, everything is vegetarian. The same goes for my Netflix queue. I make impulsive choices for my future self, too. Accommodating variety is excellent to a point, like my ordering the noodle dishes I don’t eat. I could start my day better if I ate something like that instead of my usual corn crisps.”

Personalization 221

Personalization Sales 221

Beyond Philosophy

SEPTEMBER 14, 2023

Going back about 25 years to my corporate career, we were implementing a system that was so fantastic; it was going to make teas and coffees and sandwiches at lunchtime for everybody. There are four different types of AI that many organizations are looking to implement, Kihlstrom says. It didn’t. Kihlstrom is more optimistic.

Self service 221

Self service Analytics Personalization Consulting 221

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. All the hard work by my team has paid off, and I couldn’t be prouder of them. When I started my global Customer Experience consultancy in 2002, I had not been a consultant. That’s good, by the way.

Consulting 207

Consulting Consulting Benchmark Customer Experience 207

CX Accelerator

JANUARY 11, 2021

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. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Blueprint for customer-centricity. , I was star-struck.".

Customer centricity 182

Customer centricity Banking Education Contact Center 182

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Extreme Says It Best for Wells Fargo. Wells Fargo should build trust back up again.

Banking 352

Banking Accountability Consulting Consulting 352

Beyond Philosophy

FEBRUARY 27, 2020

I blame their naming. Academics have great information, but a terrible naming skills. . My guess is you want it now, and why wouldn’t you? That is the “discount” in the name, as in disregarding the value of $100 because you had to wait for it. See what I mean about the name? Take Hyperbolic Discounting (please!),

Consulting 468

Consulting Consulting Education Sales 468

Beyond Philosophy

SEPTEMBER 6, 2019

Let’s say you need to name a type of business that is frustrating across the board. My first thought is internet service providers, aka, the cable company. If you were to name a business where the representatives were universally excellent, you could do that, also, like a spa. We can stereotype an organization, too.

Consulting 319

Consulting Consulting Marketing Customer Experience 319

Beyond Philosophy

SEPTEMBER 20, 2018

People do not say what they mean or, it seems, what they are thinking. If we aren’t saying what we mean, then what are the implications for our Customer Experience? The exchange was something like: “Does my bum look big in this outfit?”. “No.”. Gaffney says that we do this because of fear. Sure, the customer is placated.

Construction 341

Construction Consulting Consulting Customer Experience 341

Beyond Philosophy

JUNE 4, 2018

During our discussion of this in our podcast we mentioned the model gets its name from Roman history. For example, let’s say I give you a number, 50. I recently crossed a Rubicon of my own. I decided to embrace the two-screens-are-better-than-one mentality shared by many of my colleagues. Now subtract 2. One more time.

Wireless 360

Wireless Government Consulting Consulting 360

Beyond Philosophy

MAY 23, 2016

Here’s the thing: Changing the name doesn’t change the service. Changing the name doesn’t change the leadership or the customer centricity of an organization. So changing the name will have no effect. Charter’s CEO Tom Rutledge agrees that changing the name isn’t enough to change the problem. There solution?

Customer centricity 280

Customer centricity Consulting Consulting Customer Experience 280

Steve DiGioia

MAY 17, 2021

In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have,” one training manual says. S : Sitting squarely says “I’m here with you, I’m available to you.” E ye contact.

Customer Service 341

Customer Service Personalization Sales Technical Support 341

Beyond Philosophy

FEBRUARY 28, 2017

Like all new employees, he will have to learn people’s names, adjust to the way things get done, and figure out where the restrooms are. Tillerson’s remark led me to think about new employees generally, and my experiences over the years, both as an employee and as as the CEO of our customer experience consultancy, Beyond Philosophy.

Construction 327

Construction Feedback Consulting Consulting 327

Beyond Philosophy

SEPTEMBER 12, 2016

I recently shared my lackluster experience buying a car. Before we even went down this road with the dealer (#punny), I did loads of research and put my findings in a spreadsheet about the value of the car, the gas mileage, the resale price. What people do is much different than what people say they will do. But I didn’t.

Consulting 0

Consulting Consulting Customer Experience Personalization 0

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. I based this first rule upon the name of our company, Beyond Philosophy. Please note that I didn’t say they reduce conflict or avoid conflict.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

OCTOBER 21, 2021

Some might say it is because of COVID, but I don’t think so. . Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic. My sympathy faded, and disappointment replaced it. However, that’s my take; read Mead’s posts and see what you think. .

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

ShepHyken

AUGUST 12, 2019

Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. My Comment: Let’s start with an article I read after I prepared last week’s Top Five Roundup. My Comment: CX is more than the process a customer goes through as they interact with your organization.

Customer Service 243

Customer Service CRM Customer Experience Surveys 243

Beyond Philosophy

APRIL 16, 2021

Today I am going to do my part on being some of the change I want to see in the world. I am sharing the five rules for dealing with company politics that I learned over my career. All this to say, I’ve dealt with company politics my entire career. In my last position, I had 3,500 people for whom I was responsible.

Management 370

Management Consulting Consulting Personalization 370

Beyond Philosophy

NOVEMBER 15, 2018

However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. It occurs to me that what I am really saying to people when writing with my swanky pen is that I am the type of bloke that can afford an expensive pen. That’s just you.”

Construction 370

Construction Coaching Customer Experience 370

Beyond Philosophy

AUGUST 1, 2019

When I created Beyond Philosophy, I chose the name for a reason. We added emotions for a couple of reasons, but one of them has to do with my wife. Once you know where you are emotionally speaking, you can choose what to do or say next. (In How are customers saying the words? What does their body language say?

Journey mapping 373

Journey mapping Customer emotions Scripts Consulting 373

Beyond Philosophy

DECEMBER 14, 2023

I knew these customers would leave my client when the competition had a good enough offer. Usually, people will say family and friends. Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta.

Airlines 221

Airlines Metrics Management Technology 221

Beyond Philosophy

AUGUST 10, 2023

For my part, it’s the customers’ perspective. For example, my wife and I ordered a chair for our lounge. Therefore, my evaluation was less than ideal, a negative difference. Therefore, Plato argues that the names are not for the actual thing but the thing we think we see. Can you guess which one it is?

Surveys 195

Surveys Education Sales Personalization 195

The Center for Client Retention

DECEMBER 21, 2017

Before you ring in the new year, we’ve compiled this list of top blog posts based on traffic to the Gaggle Speaks Blog and the number of shares each post received. What Kids are Saying in Text Messages. If you haven’t already done so, be sure to check out the top Gaggle Speaks posts from this past year. May 3, 2017).

Education 69

Education Accountability Technology Management 69

Beyond Philosophy

MARCH 23, 2018

A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington. Instead of saying a flight will take two hours, they say it will take two and a half. that’s what I expect, and I plan my day accordingly. Airlines are Managing Customer Expectations.

Airlines 310

Airlines Management Transportation Consulting 310

Beyond Philosophy

SEPTEMBER 28, 2016

It’s because 500 million of Yahoo’s account users’ names, email addresses, telephone numbers, birth dates, scrambled passwords, and security questions are in the wind. Moreover, 200 million of them are up for sale by a hacker named “Peace.” My guess is that it is anything but peaceful at Yahoo’s headquarters in Sunnyvale, CA.

Accountability 419

Accountability Big data Sales Consulting 419

Beyond Philosophy

SEPTEMBER 26, 2019

In other words, is it better that people are talking about you even if they are saying negative things rather than not talking about you at all? My answer is it depends on how bad it is. Also, when I’ve been interviewed alone on TV or radio, the journalists take up the contrary view to what I am saying.

Entertainment 276

Entertainment Sales Consulting Consulting 276

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Ask your agents how they say no to customers and you’re bound to get an entire thesaurus worth of options. Take for example my recent trip to the bank.

Upselling 83

Upselling Contact Center Engineering Banking 83

Beyond Philosophy

MARCH 9, 2018

In an experiment at a BMW dealership in China, men’s interest in a hybrid vehicle increased after the vehicle’s name was changed to “Protection,” a traditionally masculine term in China. I’m very proud to say my son is a shining example of this! You might also like these blogs: Customers Are Irrational – Deal With It!

Transportation 445

Transportation Consulting Consulting Marketing 445