Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer centricity 322

Customer centricity Customer emotions Customer retention Consulting 322

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value. It was a tough audience.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

APRIL 19, 2019

Technology can analyze people’s facial expressions and determine what emotion they feel. This technology presents the most authentic option for capturing data on customers’ emotions during your Customer Experience. However, like everything else, we have an emotional reaction to this technology.

Customer emotions 285

Customer emotions Consulting Consulting Technology 285

Beyond Philosophy

AUGUST 29, 2016

Many of these influences aren’t rational at all, nor are customers even aware of them at a conscious level. It’s like we always say in our Customer Experience Consultancy work: Over 50% of the Customer Experience is emotional. How to Measure Customer Emotions.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

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.”. Q: Is Personalization imperative for Customer Experience. How to Measure Customer Emotions.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

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

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. It should come as no surprise that when it was time to go live, their sector wasn’t ready because that senior person convinced everybody that it wouldn’t work.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

MARCH 17, 2022

Covey discusses relationships with others as having an emotional bank account into which your interactions make deposits and withdrawals. When you do things the other person doesn’t like, that’s a withdrawal. . Consider your personal relationships. What makes that person loyal to you? What makes you loyal to them?

Banking 195

Banking B2C B2B Construction 195

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.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

JANUARY 28, 2019

Many companies segment customers based on the amount they purchase, e.g., small, medium, and large. However, in our global Customer Experience consultancy, we encourage moving away from segmenting based on how much they spend with you and instead grouping centered on other variables. Personas are represented by an archetype.

Consulting 348

Consulting Consulting Benchmark Personalization 348

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

AUGUST 15, 2019

Observational data is useful to your Customer Experience Metrics. Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. In our Global Customer Experience consultancy , we look at the area of customer emotions.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

JUNE 6, 2019

Facial recognition identifies you, the person. Facial expression analysis identifies how you, the person, feel, not who you are. So how should you introduce the technology in a way that presents value instead of creeping people out? Measuring authentic customer emotions in real time without asking customers is the future of CX.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

FEBRUARY 28, 2016

Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. Customer-centricity , after all, is about more than structure, strategy and systems. One golden opportunity to do this is through personalized service delivery.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Beyond Philosophy

SEPTEMBER 4, 2015

How you present information affects what choices a person makes, although some presentation styles are more effective with different types of people. Is Your Customer Experience Accidental? Changing Customer’s Habits. You just have to change how you frame the decision.

Customer Experience 337

Customer Experience Consulting Consulting Marketing 337

Beyond Philosophy

JANUARY 15, 2021

A Nudge supports the premise that the way you present choices tips the scales towards a particular option. Sharing reviews is way more comfortable online than in person, which is another advantage the digital experience has. All of these concepts in the Behavioral Sciences can lead to influences on customer behavior.

Airlines 248

Airlines Government Customer emotions Marketing 248

Beyond Philosophy

DECEMBER 14, 2015

Awareness – helping create open and personal self-awareness. Foresight – understand lessons learned, present realities, and view the future. The post The Power of Servant Leadership to Build and Sustain Stakeholder Value appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Are they learning?

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

CX Global Media

APRIL 10, 2017

Drawing on over 30-years combined experience in entrepreneurship, sales, film making and software development, Grypp Corp has combined its rich knowledge base and that of its extensive customer base, into the revolution that is Grypp. Grypp will change the way you present your products, services and ideas forever. Source: [link].

Sales 120

Sales Contact Center Customer effort Call Center 120

Beyond Philosophy

AUGUST 13, 2015

Awareness – helping create open and personal self-awareness. Foresight – understand lessons learned, present realities, and view the future. . – Healing – being a force for transformation and integration. Persuasion – building consensus rather than forcing decisions by coercing others. Are the followers reaching their potential?

Customer centricity 279

Customer centricity Airlines Enterprise Engineering 279

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

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

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

MAY 17, 2017

These platforms can provide data management intended to optimize the Customer Experience, not only at a general level but also at a personalized level. Others help you survey customers based on location and industry or even product purchased. The respondents showed that personalization efforts are not what they should be.

Consulting 321

Consulting Consulting Customer emotions Surveys 321

Balto

SEPTEMBER 12, 2023

With increased adoption of digital channels, competition from fintech services, and evolving customer expectations, the financial services industry has changed forever. Many financial institution leaders don’t realize this, but providing a seamless customer experience is actually one of the most effective marketing tactics.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52