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. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience. <!–more?. –more?.

Marketing 199

Marketing Customer emotions Consulting Consulting 199

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.

Customer emotions 236

Customer emotions Consulting Consulting Metrics 236

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?

Marketing 246

Marketing Wireless Advertising Revenue potential 246

Beyond Philosophy

FEBRUARY 5, 2015

These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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.

Customer emotions 285

Customer emotions Consulting Consulting Technology 285

Beyond Philosophy

JULY 13, 2016

On the disruptive nature of improving Customer experience, the airline representative spoke of how the organizational change is “ valuable in its own right and should be considered a benefit of focusing on Customer Experience.”. However, they work together; they are both marketing functions.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

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. . Both forms of intelligence are essential.

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

Beyond Philosophy

OCTOBER 6, 2014

They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization? What emotions does your current experience evoke from your Customers? Why or why not?

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

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.

Metrics 312

Metrics Finance Surveys Consulting 312

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.

Construction 389

Construction Customer emotions Consulting Consulting 389

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?

Customer Experience 352

Customer Experience Advertising Customer emotions Consulting 352

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.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

OCTOBER 29, 2020

I was talking to a chief marketing officer (CMO) of a multinational company the other day who wants to change the organization (and believe me, I know this organization; he’s right). I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

JANUARY 28, 2019

We have had clients like Ricoh Canada that improved their Customer Experience, which led to a rise in sales by 10%—and that was in a shrinking market. It can be an increase in your Net Promoter Score, a rating that determines how likely a customer is to tell their friends and family about you. First, AI is overused as a term.

Consulting 348

Consulting Consulting Benchmark Personalization 348

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?

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

NOVEMBER 28, 2016

Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. and making a true emotional connection. There’s little doubt that engaged customers can, and do, help shape the brand.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Beyond Philosophy

OCTOBER 28, 2014

Let’s take a closer look at each and what makes them have a Customer Focus. When there is technology deployed in a Naïve or Transactional organization, they are doing so to get the product to market as quickly as possible with fewer costs. Conclusion: Numbers are not a Customer. 4 Ways to Gain Customers’ Trust in Data Security.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

APRIL 18, 2017

You might be thinking it’s time for a big marketing investment, but where would you focus your energy? On rewarding regular customers with promotions to keep them coming back. On improving the customer’s experience at the time of purchase. On customers who are only starting to consider making a purchase. Here’s Why.

Sales 310

Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

OCTOBER 15, 2015

State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. It’s the law of Customer Experience Supply and Demand: they demand it so you better supply it! They evoke the wrong Customer emotions during the experience. How are companies blowing it? Of the U.K.

Customer Service 379

Customer Service Multichannel Self service CRM 379

Beyond Philosophy

SEPTEMBER 25, 2017

The idea is that when you know the steps your customers take in their interactions with you, you can design a better customer experience. The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. Unbelievable!

Big data 284

Big data Journey mapping Consulting Consulting 284

Beyond Philosophy

FEBRUARY 3, 2015

Zhecho Dobrev, one of our consultants published his musings on this concept. As Aagaard points out, which gym a person joins is often driven by where the gym is. Surely the manager of the aforementioned market won’t leave you facing umpteen brands of shaving foam to muddle through on your own. They don’t.

Consulting 304

Consulting Consulting Customer emotions Morale 304

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. It isn’t of course, because sometimes the Customer might not even know.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Dobrev shared some fascinating statistics about both digital transformation and Customer Experience. Satmetrix Systems, Inc., and Fred Reichheld.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Beyond Philosophy

NOVEMBER 15, 2017

In our global Customer Experience Consultancy, we train our clients to assess how Customer-centric they are. We use 269 questions in total, which include the following: What is the definition of the type of Customer Experience you want to deliver? Act Now to Turn Customer Pain Points into Pleasurable Profits.

Customer centricity 313

Customer centricity Journey mapping Consulting Consulting 313

Beyond Philosophy

AUGUST 10, 2016

In other words, the Customer Experience matters here more than it did even a couple of years ago. A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with their Telecom provider. Are you ready?

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

MAY 25, 2016

or other unionized labor markets). But they are cheaper, so Verizon wants to do it regardless, ticking off employees and customers in one fell swoop! Business must focus on what the customer wants and needs and not only what the company wants and needs. My personal background is in telecoms.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Beyond Philosophy

MARCH 7, 2016

Those same positive emotions are the building blocks for an improved customer experience. We at Beyond Philosophy spent over two years conducting research with the London Business School to develop the world’s largest database of customer emotions and touchpoints, which we call the “Emotional Signature” database.

Advertising 278

Advertising Consulting Consulting Customer emotions 278

Beyond Philosophy

NOVEMBER 19, 2020

” Pine says Customer Experiences should be memorable, personal, and emotionally engaging, so customers value the time they spend with your company. In other words, Pine says if customer service is time well-saved, Customer Experiences are time well spent. appeared first on CX Consulting.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Beyond Philosophy

DECEMBER 25, 2017

Our emotional thoughts and actions as customers are often shaped by things we aren’t aware sway us. To hear how fast or slow music affects our behavior from Dr. Ronald Milliman, retired professor of Marketing at Western Kentucky University, please click here. Who Wins—Brand or Customer Experienc e? Sign up here.

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

Beyond Philosophy

FEBRUARY 3, 2022

At my global Customer Experience consultancy, we’ve been journey mapping with organizations for 20 years. We learned through our experience that you should examine four aspects of the customer journey. These include: The rational experience: This part is what the customer is doing, and it should be guesswork.

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Beyond Philosophy

JUNE 6, 2019

Facial recognition identifies you, the person. Facial expression analysis identifies how you, the person, feel, not who you are. In these cases, customers know they are being recorded and that the technology is analyzing their facial expression, a big difference from mass surveillance without permission.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

OCTOBER 24, 2014

Over time, however, it’s clear that while the technical aspect is important, the personality and attitude of your job candidates are critical to improving your Customer focus in your experience. Setting a standard for recruitment that looks at more than technical ability. If you would like to follow Beyond Philosophy click here.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. They market, and create experiences, within the branded vision.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

FEBRUARY 28, 2016

Based on results drawn from over 100 categories and nearly a thousand brands, Brand Keys has determined that the average category decision process is now 80 percent emotional and 20 percent rational. This has significant implications for sales, service, marketing, and communications functions for every organization.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Beyond Philosophy

OCTOBER 6, 2014

They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization? What emotions does your current experience evoke from your Customers? Why or why not?

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

OCTOBER 6, 2014

They include the following: What is the definition of the type of Customer Experience you want to deliver? Do you have a person or team of people responsible for managing the Customer Experience for your organization? What emotions does your current experience evoke from your Customers? Why or why not?

Customer Experience 150

Customer Experience Customer centricity Journey mapping Customer emotions 150

Beyond Philosophy

JUNE 1, 2015

McKinsey has noted that, “Despite relative underperformance in terms of revenue growth and profitability, over the past five years, market capitalization for companies that greatly emphasize loyalty programs has outpaced that of companies that don’t.” Allocate Loyalty Reinvestment to the Most Valuable Customers.

Airlines 210

Airlines Entertainment Consulting Consulting 210