Beyond Philosophy

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. Economic Theory Helps Explain Customer Behavior Too. For example, they predict that lower prices will bring in more customers looking to spend less of their paycheck. appeared first on.

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Beyond Philosophy

FEBRUARY 2, 2015

Title: The post Music: A Marketing Tool appeared first on Beyond Philosophy. Psychcentral.com. 16 December 2014. < < [link].

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Beyond Philosophy

NOVEMBER 11, 2014

This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming.

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Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

DECEMBER 3, 2015

Wouldn’t it be great if you could truly predict Customer’s behavior. I have recently been included in Brand Quarterly’s ‘Top 50 Marketing Thought Leaders over 50’ and they asked me an interesting question: “What do I think the next industry trends would be for the year?” Well you can! Well you should be.

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Beyond Philosophy

JANUARY 19, 2019

Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.

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Beyond Philosophy

JANUARY 19, 2019

Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.

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Beyond Philosophy

MARCH 1, 2019

In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Those that do measure customer emotions don’t think about how they will use it.

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Beyond Philosophy

DECEMBER 13, 2019

Our research shows that over 50 percent of a Customer Experience is about customer emotions. Furthermore, we know that emotion drives customer behavior. Having awareness of what emotions your experience evokes when and why is critical to your Customer Experience Outcome.

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Beyond Philosophy

JUNE 23, 2015

.; and, while some carriers are taking precautions to protect their customers from text message advertising, so far neither the direct marketing industry nor the federal government has been able to control this form of spam. And, once these customers are on board, are companies doing enough of the right things to keep them?

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Beyond Philosophy

NOVEMBER 24, 2014

What they don’t know is what their Customer emotional expectations are, a massive gap in their understanding of their Customers. When you understand a Customer’s emotional expectations, you can design an emotionally-based experience.

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Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

OCTOBER 12, 2016

The Era of Personalized Marketing is Here. Personalized marketing, aka one-to-one marketing, uses the data in these databases of seemingly insignificant details about your personal behavior to present a unique product offering built just for you. The Emotional Experience Today Has New Applications.

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Personalization Consulting Consulting Customer emotions 419

Beyond Philosophy

FEBRUARY 5, 2015

These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. Every aspect of a company’s offering – customer service, advertising, packaging, billing, products, etc. – They market, and create experiences, within the branded vision.

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Beyond Philosophy

NOVEMBER 21, 2016

At our customer experience consultancy, we talk a lot about creating value. A customer’s perception of value drives customer loyalty and retention. Perceptions will depend on a variety of factors including expectations, emotions, state of mind and willingness to accept the value.

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Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

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Beyond Philosophy

AUGUST 15, 2019

This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast.

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Beyond Philosophy

APRIL 19, 2019

In this episode of The Intuitive Customer podcast, our guest Professor Bill Hedgecock from the Carlson School of Management at the University of Minnesota shares his expertise on facial recognition and facial expression analysis technology and its application in Customer Experience programs.

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Beyond Philosophy

MAY 8, 2019

So, if your customers display any of those emotions, then you’re losing money. This area is marketing’s job. They make the product look interesting to stimulate customers to explore the offer. From our research that we did with London Business School, these emotions drive short-term spend.

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Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

SEPTEMBER 5, 2020

Sometimes the brand promise and the actual Customer Experience create the Cognitive Dissonance for customers, creating problems for your customer-facing team. They are left trying to reconcile reality with what the customer feels the marketing promised them. appeared first on CX Consulting.

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Customer emotions Consulting Consulting Customer Experience 287

Beyond Philosophy

JULY 18, 2020

This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes. Amazon is working on capturing the data about the nuances of customer emotions.

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Beyond Philosophy

OCTOBER 6, 2014

Beyond Philosophy provides consulting, specialized research & training from their headquarters in Tampa, Florida, USA. Follow Colin Shaw on Twitter @ColinShaw_CX The post Why Most Customer Experience Programs Fail appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

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Customer Experience Customer centricity Journey mapping Consulting 387

Beyond Philosophy

JULY 2, 2020

How has the pandemic changed how your market works, and have you taken advantage of the opportunities it presents? Have the present market conditions created new segments based on experiences during the pandemic? The post Re-Imagining Your Customer Experience in a Time of Change appeared first on CX Consulting.

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Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments.

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Beyond Philosophy

JULY 26, 2019

.” It is not advisable to have a new Customer Experience program that you roll out without training. Imagine all the painstaking research and design that address all the vital customer emotions that drive value for your organization circling the drain before that program disappears forever.

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Customer emotions Consulting Consulting Customer Experience 286

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. Your existing customers are far easier to upsell. Why is this? 26 August 2014.

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Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 4, 2014

Using smells in your Customer Experience is olfactory marketing, and it works. Smell is one of the fastest senses to process, and it is connected directly to the part of the brain that processes emotion. So what can the rest of businesses learn from them? Here are four lessons everyone can learn from a Grocery Store: 1.

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Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

JULY 13, 2016

On how personalization can improve a customer’s online experience, the online retailer said it was important to examine “past transactions and entry points to serve relevant content.”. These marketers were also posed the following questions, which I will also weigh in on: Q: What should a firm focus on: Customer Experience or Branding?

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

MAY 24, 2019

When it comes to Customer Experience design, an organization must be clear where the peak emotion occurs during the customer interaction, as well as how the customer feels at the end. These emotions can make or break your chances for customers to form Customer Loyalty.

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Customer emotions Consulting Consulting Customer Experience 252

Beyond Philosophy

MARCH 15, 2019

When you talk about emotions, you talk about touchy-feely subjects that don’t appeal to people who pride themselves on making rational decisions. Ironically, the rational individuals are making an emotional decision about managing customer emotions. That is where the disconnect occurs.

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CRM B2B Customer emotions Consulting 282

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. So, today, we will look at the 5 Rules for building a successful Customer Experience team. . Subscribe today right here.

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Beyond Philosophy

MAY 8, 2017

Interestingly, those driving the cars painted with a Red Bull logo consistently drove faster and more aggressively than other participants, apparently because of the subconscious cues delivered by the soft drink’s branding and market personality. The post Who Wins – Brand Or Customer Experience?

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Beyond Philosophy

NOVEMBER 18, 2014

Today we are looking at Channels, one of the nine parts of your current experience that contributes to Customer centricity of your organization. How Can You Tell How Customer Centric Your Marketing Channel Strategy is? How is your organization oriented: around the Customer or your product?

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Beyond Philosophy

NOVEMBER 19, 2014

Sainsbury’s Christmas ad is an excellent example of using emotions to create a connection and brand promise with Customers, an essential first step to an excellent Customer Experience. May it also create a Customer Experience that fosters Customer Loyalty and Retention, the hallmarks of a successful marketing campaign.

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Customer emotions Customer centricity Consulting Consulting 313

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. Three Truths Every Marketer Should Know about CX in China. It’s no secret that China is a huge market.

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Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? Reading these comments, I thought, “The Customers are feeling disappointed due to the way that their expectations have been set.”. Setting expectations is a key job of marketers. Disappointment is also not welcome at any time but especially not at Christmas.

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Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. Some markets even use scents to get us to notice different foods in the store. They don’t.

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Beyond Philosophy

OCTOBER 2, 2017

This happens when executives and managers blame poor customer retention on marketing or an ill-trained sales staff. And it happens in everyday customer interactions. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

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Beyond Philosophy

MAY 12, 2016

With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly competitive market. One emotion customers feel that no one can afford to ignore in their Customer Experience is worry.

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