Beyond Philosophy

NOVEMBER 7, 2016

McDonald’s also has text-to-win sweepstakes to win tickets and sidelines passes, lunch with one of the Eagles team players, dinner with coaches, and more, all season long. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

Beyond Philosophy

NOVEMBER 11, 2014

They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

JANUARY 28, 2015

I tried to coach her on saying no in a positive way, but she couldn’t adjust her ways. There are ways to suggest a better course of action without being as blunt as saying no. Because she just said yes to everyone and then didn’t deliver on these. Indiscriminately default to “No!” In improvisational acting, no is a bad word.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

APRIL 20, 2016

It requires you to determine the average positive emotions (from the Hierarchy) and subtract the average negative emotions (also from the Hierarchy). Of course, I realize this is a very simplified version of a real world process that would require research and data analysis. The result is the NEV. Calculating the NEV is Simple.

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Amplifai Coaching Category

JUNE 26, 2019

The major thing those interactions had in common was that representatives went straight to servicing the customer's needs but spent little to no time reacting to the customer's emotion! It's not technical proficiency, but 'professionalism' burdening our CX! How do we help CSRs better connect?

Coaching 40

Coaching Customer emotions Consulting Consulting 40

NobelBiz

AUGUST 3, 2021

but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders. These systems may also identify and analyze customer emotions during a call.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Beyond Philosophy

APRIL 20, 2016

It requires you to determine the average positive emotions (from the Hierarchy) and subtract the average negative emotions (also from the Hierarchy). Of course, I realize this is a very simplified version of a real world process that would require research and data analysis. The result is the NEV. Calculating the NEV is Simple.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150