Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling.

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Beyond Philosophy

FEBRUARY 13, 2021

Understanding customer triggers. Distract your customer from their existing habit. Key Ideas to Improve your Customer Experience. Here are the critical points we make regarding each of the 5 rules: Understand your customer habits. Customer Experience Information & Resources. How can we help?

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Beyond Philosophy

MAY 21, 2021

From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences. Nir Eyal, author, consultant, and investor, created a two-by-two framework into different lying categories. Lying To Your Customers Is Not A Good Idea.

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Taylor Reach Group

OCTOBER 29, 2021

The ongoing pandemic continues to impact on individuals, business and government. Many people have begun to work from home and many businesses and government agencies have been working to determine how they can best meet the needs of their customers and citizens through their now remote contact centers.

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Beyond Philosophy

APRIL 23, 2021

In my recent book, The Intuitive Customer , my co-author and I called them the Intuitive System and the Rational System. The way these two systems process information is critical to understand to optimize your Customer Experience Management. Both of these systems are crucial to understanding customer behavior.

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Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. As President & Principal Analyst at COMMfusion , Blair provides analysis and consulting services to industry leaders and has authored many highly acclaimed studies on the subject. Explore Contact Center Trends for 2021.

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Beyond Philosophy

OCTOBER 31, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. We see it all the time.

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Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. If people in Bulgaria were given the option to choose to be governed by European or even British politicians over our current ones, I’m sure many would choose to do so. We see it all the time.

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Customer Experience Banking Customer emotions Employee engagement 351

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

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Beyond Philosophy

OCTOBER 22, 2019

Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. Understanding what habits are and how they work is vital to your Customer Experience. So, what are habits? Maybe the cue is a time of day or an activity.

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Beyond Philosophy

AUGUST 13, 2020

There is a significant connection between successful Customer Experiences and the amount of effort they require from customers. We discussed this idea of Customer Effort in a recent podcast, and its related measurement, the Customer Effort Score. . So, customers want to have an effortless experience.

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Customer effort Government Consulting Consulting 458

The Petrova Experience

MARCH 7, 2024

” In addition to making us laugh, this public passenger feedback stresses exactly what customer experience in your design-build project is. We are sure there was a reason for this suboptimal customer experience. And some offer more opportunities to elevate the experience. You are doing your job.

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Customer Experience Transportation Healthcare Government 52

Taylor Reach Group

MARCH 7, 2018

Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc. Vendor agnostic, Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. As consultants, the only organization paying us should be our clients.

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DMG Consulting

OCTOBER 13, 2023

No person or government is going to stop the AI revolution, and regulating it is going to be very difficult. When it comes to sales, there is typically a smaller number of products, but it’s still challenging to come up with the most effective method of handling objections, as this must be customized to the needs of each prospect.

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Beyond Philosophy

AUGUST 16, 2016

There’s a nice metaphor here that can be applied to the development and execution of customer experience management programs, particularly the elements that are dependent upon skilled, user-friendly data development and management. Think of customer experience results as the cornbread. How Can Data Help Your Business?

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Beyond Philosophy

MAY 16, 2020

The Intuitive System governs the realm of habits. This fact is troublesome to managers of Customer Experiences, mainly when the habitual behavior is for the competition. We then capitalize on this by improving your customer experience to meet these needs thereby retaining and acquiring new customers across the market.

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Government Consulting Consulting Customer Experience 321

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

OCTOBER 23, 2017

His field, behavioral economics, is also one of the main underpinnings of our customer experience consulting at Beyond Philosophy. In 2008 he co-wrote “Nudge,” a book that argued that governments could make small changes that would “nudge” people toward desired behaviors. Behavioral Economics and Irrational Behavior.

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Taylor Reach Group

MARCH 13, 2018

Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., Retaining a qualified staff has a substantial impact on bottom-line operations, customer experience and quality of service”, according to Colin Taylor, CEO of The Taylor Reach Group, Inc. TORONTO (PRWEB)March 13, 2018.

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Beyond Philosophy

MARCH 26, 2021

It’s a really difficult issue and my co-host debated this on our podcast The Intuitive Customer. As usual the devil is in the detail so let me lay out the issue that many governments around the world are struggling with. This situation occurs with mass mandates at the government level, as we have seen with masks.

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Taylor Reach Group

JUNE 23, 2021

TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, having worked with many of the most successful brands in the marketplace. This experience will become a huge asset in the upcoming project.

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Government Consulting Consulting Contact Center 120

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience.

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Beyond Philosophy

JULY 16, 2020

We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives. Customer loyalty is a function of memory. Also, memories of Customers Experiences are the result of the Peak-End Rule, introduced by Nobel-Prize winning economist Professor Daniel Kahneman. Be deliberate.

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The Petrova Experience

APRIL 4, 2023

Our article called out, rather presciently, the need for governance, standards, and the human touch in the scope of AI for customer experience and other business imperatives. Find a way to include AI in your customer experience. And to improve customer experiences for organizations of all sizes.

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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.

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Customer centricity Transportation Consulting Consulting 385

Beyond Philosophy

AUGUST 10, 2020

Whenever you make customers think about something in your experience, you create what we call Customer Effort. A Customer Effort Score measures how difficult a customer thinks it is to work with you as an organization. As a general rule, customers want things easy. Resonate Recordings produce this podcast.

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Taylor Reach Group

JUNE 21, 2021

TRG, an award-winning call and contact center consulting and managed services firm, will be performing a deep dive into all of the center’s processes, staffing, and technology in order to determine the precise gaps between current operations and state compliance. A global Contact Center, Call Center, and Customer Experience consulting firm.

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Consulting Consulting Contact Center Government 128

BlueOcean

OCTOBER 8, 2021

Clients of all types turn to our company to make sure their customers receive a high level of service excellence. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target. Customer experience is the main differentiator for brands today.

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Customer Experience Education Government Customer centricity 71

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.

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Journey mapping Analytics Customer centricity Government 307

Taylor Reach Group

MARCH 6, 2021

Consumer support and experience will be delivered across multiple channels and across dozens of popular and premium liquor brands. is a globally-recognized contact center, customer experience consulting and managed services firm focused on optimizing consumer engagement. About The Taylor Reach Group, Inc.

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Customer Experience Best practices Government Contact Center 48

Beyond Philosophy

JULY 19, 2018

Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. So, the government chose to be self-serving to the benefit of hundreds, if not thousands, of its citizens. For my part, I will throw in with the lot that will let the default option carry the day.

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Customer centricity Government Customer Experience Consulting 498

Call Center Weekly

OCTOBER 9, 2017

How then does a well trained contact center impact customer experience? I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries. Without them, there is no development!

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Beyond Philosophy

MAY 10, 2019

This episode of The Intuitive Customer explores why that is at a psychological level and what you can do about it in your Customer Experience Design. The governing theory that presides over our collective inability to predict the likelihood of unlikely events is Prospect Theory.

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Beyond Philosophy

JANUARY 26, 2015

We are making sure our government integrates intelligence to combat cyber threats, just as we have done to combat terrorism. Can you legislate a critical part of serving your Customers well in this way? Customer centricity is not the result of a sweeping (and frankly, rather relaxed) standard issued by the government.

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Beyond Philosophy

MARCH 31, 2020

Whilst, you can’t expect in times like these, an outstanding customer experience, I had a super easy and cost-free experience canceling a number of trips with some organizations and a very difficult experience with others. But there are other, not-travel related customer experience shambles too!

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Airlines Healthcare Government Self service 500

Hello Customer

APRIL 9, 2020

How can companies make the human connection part of their customer experience? It’s all kinds of service delivery in banks, insurance, coaching, consultancy, HR, Organisations in all industries went remote overnight. Inevitably, this digital transition has an effect on how customers perceive experiences with a company as well.

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Best practices Customer Experience Feedback Morale 98

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Emotions create memories.

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