Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Make the beginning and ending of the customer experience perfect.The human memory is far from egalitarian. And so forth.

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Customer Experience Customer Service Consulting Consulting 264

Beyond Philosophy

SEPTEMBER 10, 2022

Did you take up a hobby or a new exercise program? Our Emotional Signature research measures the level of emotional engagement you have with customers right now and determines what the really want from you. We undertake this exercise by asking a lot of questions. Key Ideas to Improve your Customer Experience.

Consulting 171

Consulting Consulting Finance Healthcare 171

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. The company’s leadership needs to be aligned with its customer experience goals.

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Customer centricity Consulting Consulting Healthcare 302

Beyond Philosophy

NOVEMBER 29, 2019

When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience. ”, few of them would say false.

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Customer centricity Consulting Consulting Customer Experience 356

Beyond Philosophy

JANUARY 28, 2023

In this episode, we explore what are critical questions an organization should be using to create customer segments that lead to effective targeting. ” Key Ideas to Improve your Customer Experience I have had a terrible time with UPS recently. Plus, I have had no luck getting answers about what happened to it.

Consulting 222

Consulting Consulting Sales Surveys 222

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one. Do you mean market share?

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Customer emotions Construction Surveys Finance 195

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. She also wants to know how to set up their Customer Experience improvement for success to be more customer-centric. Have you ever tried to change a habit, maybe about diet and exercise?

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Journey mapping Customer centricity Consulting Consulting 195

Beyond Philosophy

JANUARY 2, 2021

– Re-imagine your customer experience! This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior. Key Ideas to Improve Your Customer Experience. Customer Experience Information & Resources.

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Education Consulting Consulting Customer Experience 171

Beyond Philosophy

JANUARY 24, 2020

I know that if I eat less and exercise more, I will lose weight and feel healthier than I do now. This episode of The Intuitive Customer explores the critical (and poorly named) concept of Hyperbolic Discounting. Perhaps most importantly, we discuss how you can use it to promote customer-driven growth in your organization.

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Consulting Consulting Customer Experience Marketing 329

Beyond Philosophy

OCTOBER 3, 2016

In the book I have just written with Professor Ryan Hamilton of Emory University called The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , we discuss how important easy is to customers’ behavior. Because it’s easier and doesn’t take so much energy as rational thinking does.

Consulting 419

Consulting Consulting Customer Experience Marketing 419

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. Here are my top five picks from last week.

Customer Service 156

Customer Service Journey mapping Feedback Consulting 156

CCNG

AUGUST 16, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

APRIL 21, 2021

In this episode, we speak with Jason Ten-Pow , President of ONR CX and author of the new book UNBREAKABLE: A proven process for building relationships with customers , about how to build deeper and profitable relationships with customers. Ten-Pow has been consulting in Customer Experience for over two decades.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

DECEMBER 17, 2022

Key Ideas to Improve your Customer Experience. Usually, we want to stop having bad ones, i.e., start losing weight and exercising, quit biting nails, or to stop smoking or drinking so much. Customer Experience Information & Resources. Want to be in the second group? Did you know we have a YouTube Channel too?

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Consulting Consulting Surveys Customer Experience 150

Beyond Philosophy

NOVEMBER 27, 2020

Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. Unfortunately, that trend is not improving by much, per Dobrev.

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Consulting Consulting Customer Experience Call Center 377

Beyond Philosophy

JULY 4, 2020

However, what you probably didn’t know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand them. This doesn’t matter for this segmentation as we are talking about how Customers Behave.

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Government Consulting Consulting Customer Experience 387

Beyond Philosophy

JUNE 13, 2020

Understanding the process and the role your Customer Experience design plays in it is essential to providing the platform to encourage customer-driven growth. To that end, here are the five rules to bear in mind when managing customer decision-making: Embrace the fact that customers don’t always make rational choices.

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Journey mapping Management Consulting Consulting 321

Beyond Philosophy

DECEMBER 10, 2019

In the beginning, it was considered a Sociology area, which suggested that gift-giving was primarily an exercise in reciprocity. The Intuitive Customer podcasts help you take your Customer Experience to the next level by unlocking the “hidden” aspects of your experience and determining what really drives value for your customers.

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Consulting Consulting Marketing Customer Experience 236

Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. Traditional journey mapping is what a customer is doing, but is missing a few things. Memory is vital to Customer Experience.

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Journey mapping Consulting Consulting Marketing 469

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

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Consulting Consulting Customer Experience Management 392

Beyond Philosophy

FEBRUARY 27, 2020

I know if I eat less and exercise more, I am going to be thinner and more fit tomorrow. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. I struggle with weight loss. Follow Colin Shaw on Twitter @ColinShaw_CX.

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Consulting Consulting Education Sales 468

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Many times, these interactions surprised Messina.

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Airlines Call Center Consulting Consulting 417

Micah Solomon

OCTOBER 31, 2015

A customer service/ customer experience initiative, whether it’s formal and designed by customer service consultants, informal (your employees design and execute the initiative entirely on their own), or follows any approach in between, can reap rewards for a company in just about any industry.

Consulting 63

Consulting Consulting Customer Experience Feedback 63

Beyond Philosophy

AUGUST 1, 2020

They are essentially what a customer does in your experience. This exercise is excellent, and I support their use in designing your Customer Experience. My criticism for journey mapping is that most people only do a superficial version that does not dip much outside their interaction with customers.

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Journey mapping Consulting Consulting Marketing 307

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” Figuring out the specific emotion you want your customers to feel after your Customer Experience is foundational to the whole process. Sure, but….what

Customer emotions 436

Customer emotions Management Journey mapping Customer advocacy 436

Beyond Philosophy

NOVEMBER 8, 2018

I was a keynote speaker there for a Customer Experience conference. There is a lot of Customer Experience activity happening there. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.

Customer centricity 385

Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

AUGUST 21, 2017

We see it every day in our customer experience consultancy. Every business is driven by human interactions – between management and employees, employees and customers, customers and their friends and followers. In the customer experience world, what works for one business won’t work for another.

Consulting 353

Consulting Consulting Healthcare Coaching 353

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. It is the same exercise with customers. Skill #2: Identifying how the customer is feeling.

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Journey mapping Customer emotions Scripts Consulting 374

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. Act Now to Turn Customer Pain Points into Pleasurable Profits.

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Consulting Consulting Customer Experience 404

Beyond Philosophy

OCTOBER 9, 2017

The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless How your customers feel about your experience is the most significant factor to your Customer Experience success.

Customer emotions 365

Customer emotions Consulting Consulting Customer Experience 365

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

Beyond Philosophy

OCTOBER 1, 2020

People are buying differently, which means that Customers will now have a new process. Behavioral Journey Mapping takes this exercise a step further by charting customer behavior throughout the process. In essence, it is showing you how your experience affects what your customers do.

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Journey mapping Consulting Consulting Customer Experience 448

Beyond Philosophy

SEPTEMBER 6, 2019

Customer Experience Strategy was the subject of a recent podcast. We determined that when it comes to strategy, organizations could benefit from the answers to the following questions: What is a Customer Experience strategy? . I went back to my office and the first thing I thought was, “What’s a Customer Experience?”

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Journey mapping Consulting Consulting Customer Experience 332

Beyond Philosophy

JUNE 17, 2020

However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. How Confirmation Bias Works in Customer Experience. So, can we find some silver lining in it?

Consulting 301

Consulting Consulting Customer Experience Management 301

Satrix Solutions

JUNE 11, 2018

Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales understand the value drivers that resonate most with customers and it can help Product Development prioritize roadmap initiatives.

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Journey mapping Customer Experience Education Customer retention 60

Beyond Philosophy

SEPTEMBER 17, 2020

in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Look for ways to present your products in a way that looks better to appeal to the customer’s sense that it will “be better.” Don’t skip this exercise because your offer is intangible.

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Consulting Consulting Customer Experience Customer Care 410

Beyond Philosophy

AUGUST 3, 2016

However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones. Pain points refer to those moments in an experience with an organization that hassle, frustrate, disappoint, or perplex you. This exercise never fails to produce some “aha!”

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Complaint resolution Consulting Consulting Customer emotions 271