Beyond Philosophy
FEBRUARY 5, 2015
How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise. All employees have the responsibility of providing customer value.
Beyond Philosophy
JULY 11, 2016
All of these connected devices are delivering Digital Customer Experiences. This chart makes it all too clear just how critical the impression your digital presence makes on your Customer. In our Customer Experience Consultancy, we see a few common errors made by organizations as it pertains to their digital transformation.
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Beyond Philosophy
MAY 8, 2017
Six years later, the outcomes of this study hold true – customers’ emotional and subconscious responses to your brand account for a good half of the total Customer Experience. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.
Beyond Philosophy
AUGUST 15, 2019
Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. The company would call 400 customers at random and have them rate on a scale of 1 to 10 how likely they would be to recommend their brand to others. Follow Colin Shaw on Twitter @ColinShaw_CX.
Beyond Philosophy
JULY 5, 2015
In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.
Beyond Philosophy
OCTOBER 29, 2020
I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. However, when you get into a loss frame (aka, there is a platform on fire and it threatens to burn the whole enterprise down), your risk preferences flip, and you become more risk-seeking.
Beyond Philosophy
DECEMBER 14, 2015
De Pree and Greenleaf have long been considered the most original thinkers in the art, science, and pure knacks associated with the power of leaders to shape and direct an enterprise for the better. Stewardship – all stakeholders hold the enterprise in trust for the greater good. The last is to say ‘thank you’.
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