CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Access exclusive insights & discussion from customer-centric leaders: Jeff Shah, VP Customer Service, The New York Times. Laura Hayes, VP Customer Operations, Momentive.

Chief Customer Officer 52

Chief Customer Officer Customer Service Customer centricity Consulting 52

Beyond Philosophy

JUNE 28, 2017

As Coke learned over 30 years ago, different is not always what the customer wants. Consider Your Customers. When we work with companies in our customer experience consultancy, we urge them to look at changes from the “outside in,” evaluating the impact on the customer’s experience before committing to something new.

Customer centricity 401

Customer centricity Consulting Consulting Technology 401

Beyond Philosophy

OCTOBER 5, 2017

In a webinar last Thursday, I revealed our seven strategic questions we developed over the past 15 years that can help you address your customers’ emotional needs. They include: What is the Customer Experience you are trying to deliver? How customer centric is your organization?

Journey mapping 357

Journey mapping Banking Customer emotions Customer centricity 357

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Customer centricity 207

Customer centricity Banking Enterprise Government 207

Beyond Philosophy

MAY 3, 2017

I’ve noticed a similar pattern of behavior in some of the organizations I work with as a customer experience consultant. That’s why outside consultants can be so valuable – we see things with a fresh set of eyes and bring years of experience in this one aspect of running a successful business. It’s critical! It points out flaws!

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Consulting Consulting Customer centricity Customer Experience 334

Beyond Philosophy

JANUARY 12, 2015

If you want to hear me talk about the new book please join me on a webinar , which will also give a discount on the purchase. These true stories from recent headlines help us see the evolution of Customer Experience in philosophy and real-world application. Read more about the book and register for the webinar, here.

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Customer Experience Employee engagement Consulting Consulting 409

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Jeff is truly obsessed with customer service.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

JULY 4, 2016

It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. Others, recognizing the brand equity and perceived value signals this sends, have gone in a more customer-centric direction with branches.

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Banking Customer centricity Big data Finance 225

Beyond Philosophy

JULY 13, 2016

Q: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel. As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience.

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

JANUARY 23, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

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Customer emotions Customer centricity Customer retention Consulting 315

ClientSuccess

OCTOBER 8, 2018

ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Learn the one question backed by research and data that will help your customers stay and grow.

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Customer centricity SaaS Best practices Consulting 40

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity. Please CLICK HERE to join us for the Webinar. on September 24th at 12 p.m.

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Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

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Customer Experience Customer emotions Customer centricity Consulting 334

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. How to Measure Customer Emotions.

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Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

JANUARY 28, 2015

Celebrating the launch of this new eBook, I am hosting a LIVE webinar focusing on what it takes to evoke the best emotions from your Customer Experience and the vital role of the conscious and subconscious experience with real-world examples. Read more about the book and register for the webinar, here.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

Beyond Philosophy

APRIL 17, 2017

As the owner of a customer experience consultancy, I see these incidents as a flaw at the very core of United’s corporate philosophy. We have found it’s a great way to get senior leaders on board and invested in creating a truly exceptional customer experience. 7 Reasons to Focus on Customer Value.

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Airlines Customer centricity Consulting Consulting 276

Beyond Philosophy

DECEMBER 23, 2014

If you can figure out what the something else is, what is happening in either of these top two squares, you can fix this situation to the satisfaction (and delight) of the Customer. Institute a Customer-Centric focus, not an operational focus. Read more about the book and register for the webinar, here.

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Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

JUNE 26, 2015

Many companies aren’t convinced putting the Customer first is the right thing to do. With many clients we consult, a senior manager asks for a business case showing numbers to justify having more of a Customer focus before they go down that track. It was the beginning of their Customer-centric culture.

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Customer centricity Consulting Consulting Accountability 378

CSM Magazine

MAY 16, 2023

Sabio – the digital customer experience (CX) transformation specialist which has offices in London, Bristol, Manchester and Glasgow – unveiled its new Interaction Analytics Proof of Value (PoV) offering today which combines advanced analytics technology with its expert consultancy services.

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Analytics Consulting Consulting Customer centricity 52

Beyond Philosophy

DECEMBER 5, 2017

The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. said complicated customer issues are their most significant challenge. We see this sort of thing all the time in our global Customer Experience consultancy.

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Call Center Customer emotions Consulting Consulting 277

Beyond Philosophy

DECEMBER 4, 2017

I worked in telecoms for 18 years before I started Beyond Philosophy, and I found them to be relentlessly focused on their own bottom line, and never on providing a customer-centric experience. Big providers like Comcast are pleased with the idea of fewer regulations, but I’m betting the customer experience is going to get even worse.

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Customer centricity Consulting Consulting Customer Experience 258

Education Services Group

OCTOBER 25, 2022

And if we really want to crack the nut of being customer-centric, we have to go out there and spend as much time as we can with the customer and document what we’re learning and share that internally. Is Professional Services offering high quality, trustworthy, consulting services. Being an . It goes on and on.

Marketing 52

Marketing Sales Customer centricity Accountability 52

Beyond Philosophy

SEPTEMBER 27, 2017

In short, it would be attuned to its customers’ emotional reactions. Unfortunately, telecoms are still inwardly focused and have a long way to go to become customer-centric. Let’s hope their dreadful storm response will serve as a lesson to other companies looking to meet the needs of their customers after a natural disaster.

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Wireless Telecommunications Customer centricity Customer emotions 292

Education Services Group

FEBRUARY 10, 2022

The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies. Partnered with Customer Success Community platform inSided to co-create content. Innovative customer marketing platform.

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Consulting Consulting B2B Enterprise 52

Beyond Philosophy

JUNE 27, 2016

Register now for my next webinar: 5 Steps For An Effective, Customer Centric, Digital Transformation. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Uncover The Specific Emotions You’re Evoking.

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Customer centricity Consulting Consulting Personalization 282

Beyond Philosophy

JUNE 22, 2016

Register now for my next webinar: 5 Steps For An Effective, Customer Centric, Digital Transformation. If you enjoyed this post, you might be interested in the following blogs: What Does the Scottish Independence Vote Have to Do with Customer Experience? 3 Common Ways Customers Make Decisions. Why We Hate Losing.

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Customer centricity Consulting Consulting Customer Experience 282

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

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Customer centricity Contact Center Self service Journey mapping 40

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Her books, ‘Customer Understanding’ and ‘Built to Win,’ offer practical insights and strategies for building a customer-centric culture that drives value for businesses.

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Chief Customer Officer Consulting Consulting Customer centricity 52

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

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Customer Experience Contact Center Call Center Revenue potential 111

Beyond Philosophy

OCTOBER 24, 2014

If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 1 Attraction ” on Thursday, October 30th, 2014. I couldn’t agree more.

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Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

JUNE 4, 2015

Join us for our webinar, “ OmniChannel Customer Engagement” on Thursday, May 28 th , to learn more how you can manage your diverse channels in a single model to promote your Customer Experience agenda. Register here today!

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Customer centricity Technology Marketing Customer Experience 353

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”, Register here. The post “U.S.

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Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

DECEMBER 5, 2017

An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive. These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

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Employee engagement Consulting Consulting Enterprise 170

CSM Magazine

JULY 21, 2023

In a rapidly evolving, increasingly customer-centric business landscape, enterprises are recognising the need for a deeper understanding of their customers. They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations.

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Enterprise Customer centricity Chatbots Consulting 52

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Webinar: What we covered. As customers, we want our lives to be improved.

Chief Customer Officer 49

Chief Customer Officer Airlines Customer Service Personalization 49

Beyond Philosophy

OCTOBER 3, 2014

When you decide to address the customer experience, he explained, it’s important to commit to it, no matter what it takes. We would call this the customer centricity of the organization. From a sporting context, an organization can decide they are going to take part or try to win. Individual development.

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Coaching Consulting Consulting Customer Experience 385

Beyond Philosophy

DECEMBER 22, 2015

Research reports, presentation content through online sites such as LinkedIn-owned SlideShare (which gets close to 60 million visitors a month and has over 15 million registered users), and virtual conferences and webinars have seen significant increase in application.

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