Beyond Philosophy

OCTOBER 28, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

OCTOBER 8, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Beyond Philosophy

DECEMBER 10, 2015

If you enjoyed this post, you might be interested in the following blogs: Behavior Psychology Proves that Event Boundaries Affect Customers’ Memory of Your Experience. Customers’ Emotions Are Predictable. Why Your Memory Matters More Than Your Experience. Follow Colin Shaw on Twitter & Periscope @ColinShaw_CX.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

Beyond Philosophy

MARCH 17, 2022

I’ve been married to my wife, Lorraine, now for 40 years and made a lot of deposits into Lorraine’s emotional bank account, and vice versa. We bring this concept of the emotional bank account into our work in our global Customer Experience consultancy. I take care of her, and she takes care of me. .

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

NOVEMBER 10, 2014

The Value of Customer Experience, Quantified. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 24, 2014

If you would like to follow Beyond Philosophy click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

360Connext

AUGUST 23, 2018

Here’s my recommendation for how to show empathy for your customers. Don’t be afraid to get real when documenting customer emotions. It’s another thing to be full-blown frustrated as a customer. Empathy means acknowledging the experience AND emotion of a customer. .

Journey mapping 77

Journey mapping Customer emotions Customer centricity Contact Center 77

Toister Performance Solutions

JULY 25, 2019

It could be immediately after you solve a problem, after a critical event, or after a designated period of time such as 24 hours. Immediately Some situations call for immediate follow-up, especially when you are serving a customer face-to-face. For example, my Customer Service Tip of the Week email is sent out each Monday.

CRM 74

CRM Customer emotions Feedback Personalization 74

Beyond Philosophy

DECEMBER 14, 2015

Leaders of organizations desiring to be customer-centric, and managers wanting to help leaders achieve that worthwhile goal, would do well to follow these ideals and the principles of Greenleaf and De Pree.

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Beyond Philosophy

JUNE 11, 2015

For example, a lifestyle and weight management service company might work curation into their engagement program by having members compete by creating perfect combinations of healthy foods for breakfast, lunch and dinner, or special events like parties.

Gamification 265

Gamification Big data Personalization Feedback 265

Beyond Philosophy

JUNE 2, 2015

They support community causes and events. Wegmans represents conscious capitalism, in the truest sense of the term, further building the bond between the enterprise and the customers, many of whom consider Wegmans ‘their store’.

Customer centricity 244

Customer centricity Construction Enterprise Marketing 244

Beyond Philosophy

NOVEMBER 19, 2020

These clues affect our emotions, shape our attitudes, and guide our actions. He says we need to begin to understand customer emotions and what stimulates them. Those watching the live event online will also interact and have a different (and potentially better) overall experience with the amplification of that live event.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Clarabridge

SEPTEMBER 21, 2017

I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution. as opposed to emotional success (I got my problem completely sorted) as might be considered by the customer.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Callminer

AUGUST 6, 2019

“The number of customers is increasing at an alarming rate, and for the same reason more customers are opting for online premises for transaction and purchase. Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 279

Customer centricity Airlines Enterprise Engineering 279

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

Marketing 246

Marketing Wireless Advertising Revenue potential 246